--- title: ❓Q&A slug: admin-guide/qanda docTags: createdAt: 2025-07-10T10:16:11.706Z --- ### ❓Q: I get an error message when trying to upload a file: ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/ebrV9MxUdMRpWnLw4dYIm_image.png" size="60" width="469" height="163" position="center" darkWidth="469" darkHeight="163" showCaption="false"} ✅ "File Format Not Allowed" / "Ext Not Allowed" - These errors indicate that the file extension is not allowed in your ITCC installation. To update the list of allowed file types, follow these steps: :::::WorkflowBlock :::WorkflowBlockItem Navigate to the Administration --> Defaulting Options ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/Nwl8hfMmY71ZgZvZAtUAj_image.png" size="56" width="411" height="86" position="center" darkWidth="411" darkHeight="86" showCaption="false"} ::: :::WorkflowBlockItem Search for "F\_FILE\_PROTECT" setup code, and click on the **edit **pencil icon ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/ceqU6dV9aV9l8zq7ZRX65_image.png) ::: ::::WorkflowBlockItem In the "Att Char 1" field, modify the list of allowed file extensions. You can add or remove extensions as needed. :::hint{type="info"} Note: The list is case-sensitive (e.g., .PDF is not the same as .pdf). Separate each extension with a colon **:** ::: :::: ::::: *** ### ❓Q: I’ve added a new category, but it’s not showing up in the ticket category list. ✅ In most cases, this happens because a new parent category level was **added **but not configured properly, or due to an **inconsistency **in the parent category name. Please check the following: **If you intended to create a new parent category** You must add the new parent category to the Parent Category Filter for the relevant ticket type: ::::WorkflowBlock :::WorkflowBlockItem Go to Administration→ Setup Ticket Type (or Setup Call Types, depending on your ITCC version) ::: :::WorkflowBlockItem Open the relevant ticket type setup ::: :::WorkflowBlockItem Add the new parent category to the Parent Category Filter field ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/rXr22vxh7ruFL52ZlDhCy_image.png) ::: :::: **If you did not intend to create a new parent category** Ensure the Parent Category field for the new category exactly matches the name of an existing parent category, without extra spaces or typos. *** ### ❓Q: The working list doesn’t seem to refresh. ✅ This issue can occur for two main reasons: 1. Auto-Refresh setting is missing or set below 60 seconds ::::WorkflowBlock :::WorkflowBlockItem Open the logged-in user menu (top bar) and select My Profile ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/Usx7KiCpyVuQ0nN5KWhy-_image.png" size="40" width="350" height="330" position="center" darkWidth="350" darkHeight="330" showCaption="false"} ::: :::WorkflowBlockItem Check the value under **Auto-Refresh** ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/nQ7Hwa3BwIEUdVUZd1CmC_image.png) ::: :::WorkflowBlockItem Set it to 60 seconds (minimum) or higher ::: :::WorkflowBlockItem Log out and log back in ::: :::: **2.** Report is locked - Check if a lock icon is displayed next to the report name. If it is locked, please unlock it. ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/3M6ffJ8OKTzImumfoc54y_image.png) *** ### ❓Q: How can I create a manual user without them being synced or disabled by the user sync integration? ✅ To prevent a manually created user from being disabled automatically, assign them to a user type that is configured as **Never Disable.** ::::WorkflowBlock :::WorkflowBlockItem Go to Administration → User Types ::: :::WorkflowBlockItem Check if you already have a user type set to **Never Disable** If yes → when creating the new user, select that user type If not → create a new user type with the Never Disable option enabled ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/0HXD0bnzIrFok1CofUbTW_image.png" size="88" width="572" height="204" position="center" darkWidth="572" darkHeight="204" showCaption="false"} ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/Ae6mjk1ywcJajNTCTRr_K_image.png) ::: :::: *** ### ❓Q: How can I fix Hebrew text that appears as gibberish in a downloaded CSV file? ✅ This issue usually occurs when Microsoft Excel (Office) is installed in **English**, while the CSV file contains **Hebrew characters**. Excel may open the file using an incorrect encoding by default. To display Hebrew correctly, follow these steps: ::::WorkflowBlock :::WorkflowBlockItem Open **Microsoft Excel **(do not open the CSV file directly). Create a new blank workbook. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/ntwwgG49U2b2KxqqU8ZK4_image.png" size="44" width="476" height="461" position="flex-start" darkWidth="476" darkHeight="461" showCaption="false"} ::: :::WorkflowBlockItem Go to the **Data **tab. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/mjB5hDvbILswrqHNszJOf_image.png" size="54" width="664" height="115" position="flex-start" darkWidth="664" darkHeight="115" showCaption="false"} ::: :::WorkflowBlockItem Click **Get Data** → **From File** → **From Text/CSV**. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/-YN0zmAsimBH4vwnlRWWi_image.png" size="60" width="722" height="416" position="flex-start" darkWidth="722" darkHeight="416" showCaption="false"} ::: :::WorkflowBlockItem Select the relevant CSV file. ::: :::WorkflowBlockItem In the import window: - Set the **File Origin** to **Unicode (UTF-8)** (or another appropriate encoding). - Verify the **Delimiter** (e.g., comma). - Review the data preview to ensure Hebrew is displayed correctly. ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/Q5SHOnXOz4WclE60KKgta_image.png) ::: :::WorkflowBlockItem Click **Load.** ### ::: :::: *** ### ❓Q: What seperator should be used between email addresses when creating a subscription report? Use commas to seperate the email addresses. Actions-->Subscription-->Email Address ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/08wfIz3TSIOOY718ZasoC_image.png)