Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

Using ACT! as my contact manger why do my inquiries open as Read Only?

Answer:

• Check in Options - Settings - Users / Departments - users must have rights to ADD / EDIT inquiries.  If you settings are correct, then have users exit HelpDesk - uncheck and recheck setting rights - you exit HelpDesk so the settings can be written to the ini file and restart.
• If you recently changed database connections with your contact manager, ie.. ACT!, GoldMine, TeleMagic.  You no longer have access to the unique ID that is used when you "create new inquiry" thus only allowing previous inquiries to be opened as Read Only.  
• If you reinstalled ACT!, this will reset your site id and at this point any previous inquiries will open as read only.  In some rare cases, if you have a previous clean back up and can restore, the site id will be restored and re-establishing the link.

TIP...if you changed database connections and have "current' inquiries still open, you should reconnect to the original database and "finish" all current inquiries, then change your connection back to the new database.  Sometimes, if you have current inquiries that where created from a different database, they will return an access violiation error.

Applicable HelpDesk version(s):

2.0 / 2.1 / 2.2

Applicable Contact Manager(s):

ACT!