Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

Why is there a magnifing glass displayed on the current queue screen and can only open inquiy as READ ONLY. 

Answer:

This indicates that another user is currently working on this inquiry.  If no other users are logged in, then HelpDesk was terminated during a session and can be corrected by having the user listed in the "WHEN" column log back into HelpDesk and exit correctly or open the helpdesk.mdb file in ACCESS and edit the inquiry table.  If you do not have experience in editing ACCESS databases, please refer to someone who does.  Recommended that you be sure to have a clean back up before making any changes on your mdb file.  Once you have the Inquiry table open you will first scroll down to locate the inquiry number - then scroll right to the OPENID column and change to PENDING (all caps) - scroll again to the right to STATE and change to P (all cap) - save the table and exit.

IMPORTANT...when making changes to the mdb file, make sure all users exited HelpDesk and do not attemp to access the database until you are complete.  Suggest you use the ADMIN Tools to "lock" that database until your done.