Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

ACT Tech Tip:

Getting castrophic failure when closing inquiries, there are serveral areas to check.

First, if you are using contact tracking and/or have contact manager fields mapped to the center view, please verify that the HelpDesk USER's contact manager logon information in configuration has full rights to write / edit in ACT!, if so confirm they have not changed.

To test this, open ACT! and logon as the USER having the probem (please remember to logon to ACT! as the same User Name and Password that you configured for them in their User Settings), locate the contract tracking fields and make a change (write down the original numbers so you can change them back).  Change purchased , used and balance.  Save changes.  Go back to HelpDesk, and create an inquiry for the ACT! contact you just changed, now click on the tab labeled Contract Tracking, what are the numbers?  Are they the original or the ones you made?

If they are the original, then this particular user rights in ACT! have been modified and he can no longer edit contact records.

If you are not using contract tracking, but have contact manager fields mapped to the center view, User makes a change and receive the catastrophic failure when clicking OK or Finish, same test as above, except locate one of the center view fields, make a change, etc...