SupportCalls menu > Settings > Web Access

For remote technicians who cannot access and work on support cases in the public folder or shared folder of the company's exchange server or to allow general customers (end-users) to submit online support requests, SupportCalls provides them an easy web interface accessible through a web browser on the internet. For this feature, the web access files are placed under a new virtual directory in your IIS server with appropriate permission over the web folder. Technicians and to some extent, existing callers, will be prompted to enter user credential when logging in to the web access website.

The Technician Web Access (TWA) and Customer Web Service (CWS) websites are AJAX enabled ASP.NET 2.0 applications and provide a rich set of tools and interactivity with the live data in the exchange folder. Technicians can create new case, work on existing case and close, re-open or delete case directly from within the web access form, whereas customers can submit new support requests via a webform, check status of a support case and check out the knowledge base for possible workarounds to their problem before requesting for support. Furthermore, existing callers can login to the Caller Web Access (CWA) website to track all their support cases, lists history, escalate or withdraw ongoing case, re-open closed case etc.

Let you specify the IIS network folder path where the Technician Web Access (TWA) website is located. You can then create/update all requisite web access XML metadata files in that web folder. You can also allow SupportCalls addin to automatically update these XML files into that webfolder when any changes take place in SupportCalls settings (read as 'Exchange'). Please note that you will need write permission over this web folder to update the files. Learn more on Technician Web Access.

Let you specify the IIS network folder path where the Customer web service (CWS) website is located. You can then create/update all requisite web access XML metadata files in that web folder. You can also allow SupportCalls addin to automatically update these XML files into that webfolder when any changes take place in SupportCalls settings (read as 'Exchange'). Please note that you will need write permission over this web folder to update the files. Learn more on Customer Web Service.