Canned responses.

Most support departments will have commonly asked questions regarding their products and policies. Even though some parts of a customer response may be unique from case to case, other parts may be identical in nearly all cases. That’s where canned responses come into play. Canned responses are perfect for:

• Frequently asked questions lists
• Answering common questions (like password resets or pricing information)
• Providing a list of useful resources

More than one canned response can be inserted within a single message. Below is a support email created using OnTime. Text from canned responses are shown in yellow. Of course, you can go back and tweak your text so it reads like a typical email.

Hi Donald,

If this only seems to be affecting one user, go ahead and reset their user settings. To do that, follow the steps below.

To reset the user settings, follow these steps:

1. Make sure that the user is logged out of OnTime completely—even from viewing the error message.
2. Then log into OnTime using your OnTime admin account, or any other account which has access to Manage > People > Users in the Tools menu.
3. Once logged in, open the Tools menu, go to Manage > People > Users and single-select the user account which is experiencing the problem. Then click the toolbar button labeled "Reset user settings to default".
4. Once you've reset your user's settings, they can try logging into OnTime once again with the account.

In most cases this will fix their settings permanently, and the user should be able to launch and log into OnTime without any error. If that doesn't resolve the issue, go ahead and shrink your SQL logfile.

While troubleshooting earlier I noticed that your logfile is fairly large for an OnTime database. I would recommend shrinking that down as well.

You can shrink your logfile down to 500MB without causing any problems in the database. You or your DBA can run a SQL script to truncate the log file down to 500MB.

Here's the script to run against your log file:

DBCC SHRINKFILE(<db log file name>,<size in MB>)
BACKUP LOG <db name> WITH TRUNCATE_ONLY
DBCC SHRINKFILE(<db log file name>,<size in MB>)

For example:

DBCC SHRINKFILE(BizTalk_log, 500)
BACKUP LOG BizTalk WITH TRUNCATE_ONLY
DBCC SHRINKFILE(BizTalk_log, 500)

Also, you or your DBA should alter your SQL db autogrowth settings in order to avoid this re-occurring in the future.

If you're still having problems after that you can give us a call at 1.800.653.0024 ext. 3 anytime between 6AM-6PM (GMT-07:00) Monday through Friday so we can take a closer look.

Best regards,
Nathan Cole
OnTime Support