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Writing Supportable Software 4 – Dump your configuration

This is the forth (and last for the moment) article on Writing Supportable Software, helping all those customers and support engineers work with our software products and troubleshoot them themselves...

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The Ken Test – Should have ticklist for support organizations.

So this is blatant plagiarism of The Joel Test… This is specifically targeted at Technical Support organizations, or anyone providing support for a technical product or service. Do you have a fault /...

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More Hassle With SupportSuite

At work, we use SupportSuite for support case tracking. This is a real neat product but the support is dreadful. I was running version 3.0.0.80 and there are a few problems with it, they recently...

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IIS Integrated Authentication and Proxy Servers

We had a customer issue yesterday that manifested itself as the user getting a HTTP 401 error when trying to connect to a Website (that is part of our Product). The user was logged into the domain, the...

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We are looking for good Support Engineers.

The company I work for (C2C) are hiring. We are looking for Technical Support Engineers to work in our Reading, UK office. We’ll consider any experience level as long as the individuals show...

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Setting expectations

This is something that is close to my heart.. Not setting correct expectations – I believe this is the downfall of many organizations and individuals. If you set an expectation and do not deliver then...

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Ignoring feedback

There was a restaurant that I frequented with the family on a weekend for lunch. It is well established, having been in business, successfully for many years. We had always been fans of the place but...

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MSCRM reports not working

A couple of problems I’ve come across at work with implementing MSCRM. These could be bugs, or may not be, who knows (I don’t have the time for a detailed analysis…) I have a MSCRM 4.0 multi tenant...

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Support : The sales opportunity.

I’ve had two problems recently and I was looking to buy (hopefully) one piece of software to solve them both… Problem 1 : The mp4 files output by my Sanyo HD camcorder have the video and audio out of...

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Enabling virtualization when booting from VHD

I ran into some trouble with Hyper V the other day – I had booted from a VHD into Windows Server 2008 R2 and was trying to start a VM – I got the usual  ‘The virtual machine could not be started...

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