Monthly Archives: February 2009

Sending Attachments From The Portal. Reply

by • Did You Know?, Feature Focus • Tags: , , , , ,

A question recently sent to me by a customer asked how they can accept attachments via the request form.  Which reminded me that customers often aren’t aware of these 2 settings:

  1. Admin -> Settings -> Portal -> Allow file attachments: yes/no
  2. Admin -> Settings -> Portal -> Do Not Allow Attachments with These Extensions:

portal_file_attachmentsSetting, “Allow File Attachments” to yes, will provide an upload text box to your Portal’s Request Form page allowing customers to send attachments with their request.  However it’s important for the security of your server,  that you define attachment extensions that are not allowed.  For example: executable (exe) files or Visual Basic (vb) scripts.   You can put as many different file extensions in the “Do Not Allow Attachments with These Extensions” box, but make certain that you separate them with a comma.

Reopening A Request Reply

by • Did You Know?, Feature Focus • Tags: , , , ,

This weeks setting exploration is on  Reopening a Request located in  Admin ->Settings->Email Integration.

We found that many customers like to save request notification emails for months on end, which can be problematic if they respond to an old request with a new issue.  Help Desk staffers end up wasting time researching historical information and manually creating new requests.   So, this setting was developed to control how many days a reply will automatically cause the request to be reopened.

In most installations this will be set for 30 days.  However, if normally your requests are wrapped up in 2-3 days moving this setting to 10 days may be more appropriate and decrease the number of re-opened requests. Some of our customers always want closed request to be reopened, which can be achieved by setting  Days to zero (0).