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LegendSoft SPoTS - FAQs
 
Self-Service Portal Report
 
 Service Order #   Priority   Status   Functional Area  Resolved   Frequently Asked Question  Date Opened
 1 
 Low   Closed   Service Orders - Attributes   Yes  What if I don't want to use a particular attribute when setting up a project? For example, "Module" makes no sense for my company's business. SUPPORT ANSWERS: See resolutions tab.   Oct 4, 2002 5:27:23 AM 
 2 
 Low   Closed   Service Orders - Desc. Tab   Yes  Sometimes when viewing Service Order Descriptions, Comments, and Resolutions, a horizontal scroll bar appears on the page. Can this be prevented? SUPPORT ANSWERS: Please see the Resolutions tab.   Oct 4, 2002 6:14:39 AM 
 3 
 Low   Closed   Security   Yes  Why do I sometimes get logged off the system? SUPPORT ANSWERS: Please refer to the Resolutions tab for your answer.   Oct 4, 2002 6:28:26 AM 
 4 
 Low   Closed   Service Orders - Escalation   Yes  Can a servicer order be escalated more than once? SUPPORT ANSWERS: Please see the Resolutions tab for the answer.   Oct 4, 2002 6:39:05 AM 
 5 
 Medium   Closed   E-Mail   Yes  Why am I receiving multiple e-mail notifications for the same new Service Order? SUPPORT ANSWERS: Please see the Resolutions tab for an explanation of this problem.   Oct 4, 2002 10:04:35 AM 
 6 
 High   Closed   Service Orders - General   Yes  Is it possible to delete a Service Order? SUPPORT ANSWERS: Yes. However, only your Company Administrators can delete a Servide Order. The Company Administrator can click the "delete" button on the Summary tab of the Service Order to be deleted.   Oct 4, 2002 10:21:04 AM 
 7 
 Low   Closed   Reports - General   Yes  What are the little icons to the left and right of the Service Order number when I generate a report? SUPPORT ANSWERS: Please see the Resolutions tab for an explanation.   Oct 4, 2002 10:34:12 AM 
 8 
 High   Closed   Main Menu - Administration   Yes  Why doesn't the administration tab appear on my main menu? SUPPORT ANSWERS: Please see the resolutions tab for the answer.   Oct 7, 2002 2:52:37 PM 
 9 
 High   Closed   E-Mail   Yes  I've configured several users as project and/or group contacts but they are not receiving e-mail notifications when a new Service Order is created, why not? SUPPORT ANSWERS: See resolutions tab of this service order for possible explanations.   Oct 8, 2002 8:09:18 AM 
 12 
 Medium   Closed   E-Mail   Yes  How do you input contacts email addresses to enable automatic email notification of a new service order. SUPPORT ANSWERS: Please see the Resolutions tab for instructions.   Mar 18, 2003 11:36:19 AM 
 13 
 High   Closed   Company Admin. - Groups   Yes  Goups are not receiving email notification of service orders reported to them. How do I address this? SUPPORT ANSWERS: Please see the Resolutions and Comments tabs for more information regarding this question.   Mar 25, 2003 10:06:59 AM 
 14 
 High   Closed   Company Admin. - Serv Order Attr   Yes  Can Project and/group contacts receive email notification when a service order has been updated/resolved? SUPPORT ANSWERS: Please see Resolutions tab for an answer and a question.   Mar 25, 2003 10:11:31 AM 
 15 
 Low   Closed   Other   Yes  How many Companies are currently using SPoTS SUPPORT ANSWERS: Please see the Resolutions tab.   Mar 28, 2003 8:20:20 AM 
 16 
 Low   Closed   Other   Yes  Can SPoTS or a comparable Legendsoft produuct be purchased should my company be very satisfied with SPots and want to customize to better meet our needs? SUPPORT ANSWERS: See the Resolutions Tab   Mar 28, 2003 8:25:02 AM 
 17 
 Low   Closed   Data - Exporting   Yes  If after using SPotS a company would like to use another product. Does company data transport to another product easily; ie customer database & service orders. Is there a cost associated with this. SUPPORT ANSWERS: See the Resolutions tab.   Mar 28, 2003 11:21:35 AM 
 18 
 Medium   Closed   Data - Importing   Yes  Is it possible import existing company data into SPoTS? If so in what format ? SUPPORT ANSWERS: Please see the resolutions and attachment tabs.   Apr 7, 2003 11:14:49 AM 
 19 
 Medium   Closed   Service Orders - General   Yes  Can do a wildcard search of the customer name field when trying to find if a customer exists in my list? SUPPORT ANSWERS: Please see the resolutions tab.   May 2, 2003 6:35:34 AM 
 20 
 High   Closed   Web Services - general   Yes  Does SPoTS support Web Services (e.g. SOAP) or any other programmatic interface or API? SUPPORT ANSWERS: Please see the Resolutions, Attachments, and Comments tabs.   Jun 4, 2003 7:30:51 AM 
 21 
 Medium   Closed   Security   Yes  Within the same company. Is it possible to restrict access to a project based on user? In other words user abc can only particiapte in project xyz SUPPORT ANSWERS: Please see the Comments tab.   Jun 24, 2003 4:17:11 PM 
 22 
 Low   Closed   Reports - Performance (company)   Yes  Is it possible to export the performance reports in any way? Other than right-clicking and doing a 'save as'? I don't see an 'export to XML' button on the performance reports screens. SUPPORT ANSWERS: Please see Resolutions & Comments Tabs.   Jul 16, 2003 12:00:13 PM 
 23 
 Critical   Closed   E-Mail   Yes  How do you add email addresses to Spots users so they can get automatic notifications.   Oct 2, 2003 6:38:45 PM 
 24 
 Medium   Closed   Main Menu - Administration   Yes  How do you renew multiple licenses? My company currently has 5 licenses. Must I click on each "Renew" link and re-enter credit card info each time? I can *buy* five, but it seems I can only renew one at a time SUPP ANSWERS: Refer to the Resolutions tab.   Oct 25, 2003 10:41:26 AM 
 25 
 Medium   Closed   Security   Yes  We want to create a couple of groups for security purposes, but we don't want to allow a user to report a service order to the aforementioned groups. Is there some way to do this? SUPPORT ANSWERS: See Resolutions tab.   Nov 26, 2003 6:40:42 PM 
 26 
 Medium   Closed   Other   Yes  Looking for time tracking capabilities SUPPORT ANSWERS: See Resolutions tab.   Feb 12, 2004 8:50:36 AM 
 28 
 Medium   New   Security   Yes  For service order entry, I only want individuals to be allowed to enter a ticket and only see tickets they've entered. In other words, for a submitter in Nevada, he can only see the tickets entered for that state and not for Ohio. SUPP ANSWERS: Res Tab   Jul 26, 2004 9:39:41 AM 
 30 
 Medium   Closed   Self-Service Portal   Yes  1) Is there a posibility to create alerts for aging tickets? 2) Can a customer login an see the status ONLY for the tickets related to him? (maybe from a web interface) If so, how can i create that interface? SUPPORT ANSWERS: Please see Resolutions tab.   Dec 9, 2004 7:14:35 AM 
 31 
 Medium   Closed   E-Mail   Yes  Can you pls let me know if an automatic email will be sent to the administrator and/or customer when a ticket/SO is updated? SUPPORT ANSWERS: Please see the Resolutions tab.   Jan 18, 2005 8:00:50 PM 
 32 
 Low   Closed   Self-Service Portal   Yes  Can a customer login to see the status of their order? SUPPORT ANSWERS: Please see the Resolutions tab.   Jan 18, 2005 8:05:18 PM 
 33 
 Medium   Closed   Self-Service Portal   Yes  Can we (admin and engineers) write internal comments that are not visible to the customer? SUPPORT ANSWERS: Please see the Resolutions tab.   Jan 18, 2005 8:09:36 PM 
 35 
 Medium   Closed   Self-Service Portal   Yes  We have just signed up for a 90 day trail account, and are very impressed so far. What we want to know is, is it possible for customers to submit support requests via e-mail? SUPPORT ANSWERS: Please see the Resolutions tab.   Apr 20, 2005 4:46:41 AM 
 38 
 Medium   N/A   Service Orders - Summary Tab   Yes  It is possible to have different field types? An additional date formated field; an additional text field; a financial field? SUPPORT ANSWERS: Please see resolutions tab.   Jun 21, 2005 7:30:40 PM 
 40 
 High   Closed   Reports - General   Yes  The best option for us when creating a report is to use the "comprehensive report". However I can not find a way to properly print it either on Firefox or Explorer. Is there a way to do it? SUPPORT ANSWERS: Please see the "Resolutions" tab.   Sep 26, 2005 12:53:53 PM 
 42 
 Medium   New   Other   Yes  I'm having some trouble understanding how to setup our account. Is a manual available? SUPPORT ANSWERS: Yes, a manual is available here: http://www.troubleticketsoftware.com/manual.pdf   Jun 15, 2006 1:25:45 PM 
 43 
 High   Closed   Company Admin. - Company Admin   Yes  could SPOTS be used to support work flow activities. If multiple people responsible for several subtask associated with a larger task could SPOTS be used to shift the tracking and responsibility from one person to the next as each subtask is completed?   Jul 28, 2006 9:40:35 AM 
 44 
 Medium   Closed   Other   Yes  How do i create an easy access knowlege base of typical issues and their resolutions for my agents to review and respond to a customer while the customer is still on the line?   Aug 18, 2006 2:36:08 AM 
 47 
 High   Closed   Company Admin. - Projects   Yes  Can users & projectsbe associated? Can users be restricted to only access certain customers? Can all members of a certain project access a certain set of customers while members of a different project only access a different set of customers?   Jan 19, 2007 9:54:52 PM 
 48 
 Medium   Closed   Service Orders - Escalation   Yes  I am trying to establish Escalation RULES for Service Orders based upon SEVERITY or PRIORITY status and I need to be able to address a TIER1 S/O for every type of LEVEL so as to comply with our S/O Response Escalation Procedures   Feb 2, 2007 8:46:25 PM 
 49 
 Low   Closed   Reports - General   Yes  We need to get a printed list of service orders weekly in a concise, but complete format. Quick Report doesn't show descriptions, comments, etc. The other formats are too lengthy and hard to read. Please see Desc. for more info.   Apr 13, 2007 11:24:10 AM 
 50 
 High   New   Reports - General   Yes  I'm using Internet Explorer to print reports. Unfortunately, the right-hand columns are being cut off in my print out. Is there anything that can be done to fix this?   Aug 29, 2007 6:12:05 AM 
 Total:          39 Service Orders  
 

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