Merge Requests
Can anyone tell me if its possible to merge two requests in SupportCenter? Im *sure* i have done this before, but now i cant see an option for it anywhere. :S Olly
Roles and Contacts
Hi, I've just started evaluating SC+ . It seems a wonderful tool. While testing and configuring, I noticed that a Contact uses SDGuest Role by default. So every contact can see Solutions. We prefer keeping solutions info for our support rep.s and we don't want contacts to see our internal knowledge. I created a Role that cannot see solutions but I cannot set Role for Contacts. How can I add new Roles to Contacts? Thank you, Yigit Erenler
Help Me Pls
I need help for installing SupportCenter Plus
How to customize view
I've added account or contact additional fields but I cannot show them to account or contact view. How I can do that. Sathit
Support rep permissions
Hi. Which access level for requests and solutions must be assigned to support reps so that they can perform actions, such as: pick up request, assign request, reply contact, etc. My reps have full control over requests and solutions and all these actions fail when they try to execute them. If I assign them an admin profile, they can do everything Thanks. Frank
Custom Report Error
I've been using the Custom Report feature today. I have one custom field that I added to the Request screen. Each time I use the custom field as one of the filters I receive the error below. [begin error message] HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: [B org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Pending status
Hi, I want to be able to filter the Request view to remove any requests that are on the system which are waiting for something to happen, ie those that are Pending. I noticed in the filter drop down there is a Pending option. Thing is, i can't see how to make something have a status of Pending. What are the requirements for a request to be "Pending" ? Olly
Exception while trying to send notification for Request ID
Hello, We are looking at your product, SupportCenter plus right now (trial edition) but are having some issues with the email functionality. I have searched the forums here but I am unable to resolve the issue with the newest version of SCP. We can receive emails just fine from the mail server....great! What we can't do is reply to the emails. I get a message stating the email failed to send. Ok...so here is the deal: We have Symantec corp on this "server" (WinXP with all critical updates). Email
Spam and SupportCenter
Anyone have any solutions to sorting spam out in SupportCenter ? I know that a number of other helpdesk packages include SpamAssasin integrated in to the helpdesk package itself with an option to mark requests as spam or not, and so it learns. This isnt available in supportcenter, but what are other people doing about spam ? Thanks Olly
Bad email into forward answer
Hi all, This product sounds good and very usefull :-) We are trying to evaluate Support Center 5.0 build 11 and we have the following error. After that a request has been correctly created, we would like forward it to one guy. But into the email field, we put a bad email adress (email address inside your domain) by error. After that every minute a new email answer was added into the request from the system administrator which is in fact the postmater@ourdomain.com which specify that this email adresse
Suggestion logging facilities
1. I would like to see if users (contacts and technicians) of SCP have been logged on and off. Just to know if they are use the system. Of course ther should be a counter for requests based on emails. 2. I wouild like to see if administrators of SCP changed something on the system. Like: Date, name administrator, changed item. It would be nice to have a remarks field added so the administrator can place a remark with a short reaseon or a requestnumber which contains the reason.
Password reminder
Hi How to turn on password reminder link on the login page in SupportCenter Plus? Has SupportCenter Plus this possibility? Kirzi
A question about due date
Hi again, Thank you for all the responses, this forum works really good I had a question about the field due date before: 2. Due-date is an important-field. I�ve noticed that you can edit this field. If you edit this field does it affect the SLA-reports as well? Or is it the set SLA (support plan) that calculates if a request has been overdue regardless if the due-date field has been manually altered. I got following answer from you guys: - Due date is editable. A request is marked as overdue or
Request ID prefixing
Hi, Vinu, Support. I have mentioned this to you last March but it seems to have been overlooked in the roadmap: I think it would be an important feature to be able to 'prefix' the request IDs so that one could differentiate and easily identify the type or nature of the requests (e.g. Ixxx for information requests, Pxxx for problems, Cxxx for change, etc.). Of course, this feature would require another one which is beeing able to associate and relate request types to SLAs (i.e. an Ixxx request would/could
National Characters in e-mail body
Hi, Whe had test the mail-to-ticket integration with Greek characters. 1. When we post a request via http interface all characters displayed correctly 2. When we test mail-2-ticket functionality, the subject displayed correctly, while the body is not Is there any way to tune this? (Mail server is Exchange 2003) Thanx,
Some more comments and FR's for 5011 +
Hi Support, Some more comments :- 1) If an account has only one product then requests for that account should be autoassigned to that product 2) Why do i get "yet to be picked from queue" messages outside of configured business hours? 3) When i delete a request, a notification containing the description is sent to the contact ? This is not desired. 4) In my system, customers email address A, which forwards mail to the supportcentre mailbox (address B). Whenever an engineer replies to a contact, by
Transfer License from Service Desk to Support Center?
We migrated to Support Center from Service Desk, can we transfer our licenses from Service Desk to Support Center, as we are no longer using Service Desk?
Cannot install photo for Tech Support
When we try to add a picture to the Tech Support, it goes through the process, but the picture does not show up.
Cannot search Contacts
When we select the contact icon when adding a new request, then we type in the contact's name at the top to do a search, the search does not work. Is there a fix for this?
Cannot reset password
I am getting the following error when I try to reset a contacts password: FAILURE : No account configured for user : {0:jenni@fpt.com.au} to access service : {1:AdventNetSupportCenter} Any help would be appreciated. Rob
select resolution for customer view
Hi, It would like the can select which resolutions that the customer can see in Self Service Portal. Is possible? []s
using more SC+ clients on one JBoss server
Hi, I�d like to deploy more (6-7) SC+ clients in parallel on one Jboss server. Is it possible? And how do I have to configure my Jboss to work well? Is it possible that these SC+ clients use one MySQL server? Regards, Adam
Disable Automatic Contact Creation
Hi, Vinu, Support. I think I have seen something about this issue in the forum but I just can't seem to find it now. How can we disable the automatic contact creation whenever an email is received from one address that is not in the contacts list? Thx. Frank
Links not clickable
Hi. Request details links sent by email are not clickable. How do we fix it? Thx. Frank
How to disable logins for contacts?
Hi Contacts automatically get allocated a login. How do I disable that? Also, how do I disable login for existing contacts that have a login enabled? Thanks Alistair
URGENT non-admin support engineers cannot reply to contacts
Hi Engineers get an error and lose their reply if they try to reply to a contact for a request. The only workaround I have is to give them sdadmin permissions in the software. Plenty of errors logged (sent to support already). Basically "cannot contact smtp authenticator" even though all other notifications work. But, has anyone else had this problem? I assume it must be some sort of config issue, as it is such an obvious problem? I have tried restarting and rebooting. Thanks Alistair
SupportDesk using SSL webserver?
Is it possible to run the webserver SupportDesk is using with SSL? We would like to secure SupportDesk between a https page, mainly due to the passwords users leave on the SupportDesk page.
Important requirement - handling of mailbox autoreplies!
Hi I just came across a problem where a support rep had mailbox autoreplies turned on. This created a loop of creating new issues (it should have kept updating the original issue, but this is a known bug) There needs to be a way of handling this, perhaps - Do not create duplicate entries, an option to ignore duplicate emails - allow business rules that can delete unwanted incoming requests, preferably into a recycle-bin. Delete needs to be a selectable action for business rules - Business rules need
More Time Spent questions
How do I notify my Accounts of the Time Spent? I enter the Time Spent on requests (and the Description for the Time Spent) by using the Add Time Entry button. This is the info I need to report to my Accounts when I bill them. I can't send the Time Spent reports to customers (you know what these look like), so I intend to have them access the application via the web. But non-administrator accounts cannot view the Time Spent detail. (They do see Time Spent under the Request Details, but this is the
Business rules ordering - suggestion
Hi It would be nice is the business rules were displayed in their operational order on the main business rules screen. Thx al.
SupportCenter fails to start
I have a serious problem starting supportcenter. Actually I am gettind an error that mysql fails to start. If I check to the mysql error file I can see the following: 060527 23:50:48 InnoDB: Operating system error number 87 in a file operation. InnoDB: Some operating system error numbers are described at InnoDB: http://dev.mysql.com/doc/mysql/en/Operating_System_error_codes.html InnoDB: File operation call: 'read'. InnoDB: Cannot continue operation. I've checked out many forums and I have also tried
Change Request - Time Spent
Would it be possible to change the displayed name of the system calculated "time spent" to "elapsed time" (or similar). The time spent is the total of all of the time entries a support reps enters, the time a call is open (the system generated time whilst the clock is running) is NOT the time spent, but is more like the elapsed time.
Increasing the length of the Task entry in the post-it note
Can anyone tell me how I can increase the number of characters displayed when tasks are displayed in the post-it note on the home page ? It seems that only the first 20 or so are displayed, but we have wide screen monitors here, and the postnote is really wide. It seems silly that, given the size of the post it note, the task entrys dont take up more space. Is there a line of jsp code i can edit to up the length of that field ? Olly
Suggestion: Text pattern removal
Hi, can i suggest a new feature ? How about text pattern removal for requests posted by email. Basically, a way of getting rid of signatures. The tradition is to have two hyphens just before you signature so that news readers can remove the signature, but now a days two hypens can appear all over an email. If you could add a feature where I could copy the most common signatures from our busiest clients and have SupportCenter remove this text any time it appears, then it would make threads easier
Additional fields in criteria
Hi. Once you allow additional fields to be created, it would be useful to include them in the various criteria value lists (e.g. business rules). This way, SC+ would be much more flexible. Thx. Frank
Preview features in Q3
Dear friends, Would like to know which features to be supported in the Q3? Regards. []s Sergio Lima
Different Languages - Nationalisation ...
Hello, All. If I were to translate SC (at least the GUI) to other language, which tables and columns would I have to look into? Thanks. Frank
Rules precedence
Hi. Between business rules and SLA rules, which is evaluated first when a new request arrives? Thanks. Frank
Issues with 5.0.11 (mostly regarding notifications)
Hi, I have the following issues with build 5011: - The 5.0.11 hotfix update had outdated release notes - I thought I was downgrading. However once installed 5011 is correctly displayed in the About section. - With notifications, the URL's are not clickable. They need to be copied/pasted into a browser. This is not good for customers. - Email does not work for updating issues, in a number of ways. In the following scenario, all email notifications are enabled. Has nobody else reported this? Here are
URGENT! Cannot create support rep
Hi, Vinu, Support. Once you remove the login permission for a support rep, the appl does not let enable it back using the same login name. I need an URGENT fix on this one. Thx. Frank
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