SLAs, priorities and calls breaching
This is more me thinking out loud, but I guess it is also a feature change request... We have a number of different clients who have different SLAs. Essentially, we offer say: Priority 1 "critical": Service outage that affects more than one user (or a VIP) where there is no workaround. e.g. Server failure, network outage. Maximum Response time: 30 mins by phone or remote support, 2 hrs plus travel onsite. Progress interval: Every 2 hours Priority 3 "Medium": Incidents that do not significantly impair
Help editing a page
Hi, I want to make a small change to a page in SupportCenter. Basically, on the "reply to support request page" that appears when you click the reply button in a support request page, I want to make the default "plain text" rather than HTML. The link to the page is; http://indigo:8080/Notify.do?notifyModule=Request&mode=E-Mail&id=5503¬ifyTo=REQREPLY 1) Am i allowed to make that change ? 2) If i change the radio button to default to plain text, will that change the editing text box to a plain text
Hotfix to migrate to 5011
Hi All, The hotfix to migrate to the latest build (5011) is now available. You can download the same from the following url : http://manageengine.adventnet.com/products/support-center/service-packs.html Pls pick the appropriate builds based on the installed SupportCenter build number. The issues fixed in the hotfix are available in the README on the same page. Thanks & Regards, Vinu Sreedharan
Addtional questions on SC+
1. We think it would be a good thing if a customer had the opportunity to reply on a request directly in SC+, in the same that he can add a note. But maybe there is some explanation on why you can�t? 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. 3. We think it should
City/State of Account in Notifications
This is a feature request. I would like to see a Contacts City and State from their Account available in the mail Notifications templates. Is this possible? David
bulk update to table data
I have just imported over 1000 contacts and 150 accounts into SupportCenter. I would now like to set all of my accounts to use an SLA definition. Can anyone tell me what table links the SLADEFINITION table to the individual Accounts? Thanks in advance.
Report Feature Bug
Today we were attempting to generate a report for the date of 4/28/06 only. In the Time Period box, we changed the 'Choose a time period' section to 'Last Week'. We then entered 4/28/06 for the From and To in the Custom Period. But after clicking Generate, the report includes other dates. I just tested on your demo, and it does the same thing. Thanks David
One bug and one request
BUG: If you check the option for a contact to see all ticket for their account they can only see there tickets. Add request: It would be nice to have the user see the time that was entered on a ticket of theirs. Our customers like to be able to see this if they login.
Customer Importing
Is there a way to change or add additional fields to the csv import? Specifically, when a customer orders a product, I want to be able to capture which product and that product's serial number.
Suggestion: Two more
Hi, Can I suggest a few more simple features? 1) How about being able to add a comment to a request. I know you can add a note to a request, but a comment would be different by the fact that it can't be deleted or edited. Its a perminent addition to the request record. A note is too easy for someone to delete. 2) Being able to attach a contact to an account from the account screen. It seems that you have to go to the contact screen to specify which account a contact is a member of. If you have created
Notifications Based on Category and/or Level
Is there a way to send notifications to a Contact based on Category and/or Level assigned to request? I need to send notifications to contacts only when we have to escalate our requests to a technical level. Thanks David
Change to time spent by account report
Could you put in subtotals in the Time Spent by Account report please?
Bug found
If the Title of the request contains and apostrophe (can't, isn't, don't, etc.), the "Add Time Entry" button doesn't work. Maybe it's just happening to me, and I can easily work around the issue, but I thought you'd like to know about it. Thanks, -Perryny
$ based on Account not Tech
Hi Support, Is there a way to associate the dollar amount under time spent with an Account as oppozed to technician? Thanks
Splitting a request seems to cause a problem adding time to
I have not tested this extensively (I am using build 5007) but I have noticed that when I split a request in to 2, trying to go back and add time entries failed. When reloading the pages of the 2 split requests Internet Explorer displayed a "page done with errors" message at the bottom, and pointing to the add time entry button showed there was an error behind the backend java script.
Product Comments Disappear
Within SC+, if I'm viewing account details and "Associate Product", any comments I put in the comment field do not save. I hit "Save", and then re-open it, and the comments section is blank again.
Stuck at the start
I've just setup the trial version of SupportCenter, and I want to create myself a user acount. The system says that I can only create one logon account until I buy a license, which is fair enough. Does that mean, that in the "free" version, I *have* to log on as the admin account ? Is there a way I can replace the admin account with my account ? I would prefer to log on as me, and see my name and details on any reports that are generated. Olly
Time Spent Reports
1. Can Time Spent Reports include time spent on requests that remain open, or do these reports only include Time Spent for requests that have been closed? 2. In selecting a time period for this or any other report, the report seems to completely ignore if I enter a custom period and reports only on the default time period selected under "Choose a time period (Today, This Week, Last Week, etc.)". I've entered dates both manually and by using the calendar icons under the custom period, but when I click
About mail in SupportCenter Plus
Hi, We have a question regarding the mail functionality in SC+. We think it would be great if you could choose that only when a customer replys on a specific request/errand SC+ will pick up the mail and put it directly into the system. And all "new" request/errand you have to manually put in the system. In that way you have more control on your requests/errands. Another thing that would be good to have is if you can have more then one mail account that SC+ polls requests from Thanks Per
Milage/kilometerage costings
Hi all, I am evaluating support desk & so far am very impressed, however in support costings we would require a way to track kilometres travelled by road and air and to assign a per KM cost, is this possible or is it being thought of yet ? Thanks
Show Requests for Account on 'View Account Details' page
I see that associated Contacts are displayed on the 'View Account Details' page, why not show associated Requests as well? I can envision a client calling and asking about a support request, but not knowing who logged the request. Viewing the account details, I'd like to be able to see the most recent X number of tickets, perhaps displayed in reverse chronological order.
Don't display 'Account' for Contacts in Account detail view
When viewing the details for an account, why include the "Account" field for the associated contacts? That's redundant; the space could easily be used instead for another field like 'mobile phone' or something else. Just my 2 cents... ;)
Solutions database permissioning
It would be very practical to be able to assign permissions on topics of the solutions database on a per account basis. I.e. have all the contacts of an account be able to see their own topics branch and only or, have branches of topics shared by many accounts. Maybe there is already a way to do something similar that I missed? Suggestions anybody? Many thanks. SpitfireBlue
Multi-Line Additional Fields
If you add a multi-line field to the Accounts (via the Admin interface), when you populate that field with text, carriage returns are not preserved. The multi-line field appears as one long line on the Account display screen. This pushes the second column of fields displayed far over to the right of the page. I think multi-line fields should be displayed as such, like the 'Description' field is displayed (all the way across the page). Hope that makes sense, it's difficult to explain.
Max characters in Account Description?
Can the maximum number of characters in the 'Description' field for an Account be increased, say to 4096 characters or something? We use this field to hold miscellaneous information about the account (technical info) and need more space to hold everything. Please advise.
Optional notification of new request to Contact
Hi guys, When creating a request for a contact (for example, when the client calls on the telephone), it would be great to have the option to override the default notification settings for that request. In other words, have a checkbox on the request form that says 'Do not notify contact for this request'. Another case where this would be helpful is when a support rep creates a ticket for maintenance activities that the client doesn't necessarily need (or want) to be notified about. I think this would
Hello? AdventNet??
Anybody here? There are lots of posts with no replies...
SPAM opens support tickets?
Hello, We've just learned that any mail to help desk opens a support ticket. Even if such sender isn't defined in the contacts. In just a few hours we've got dozens of spam mails that were converted to support tickets. Even worse, as many return addresses were faked, the acknowledgement mails sent there bounced generating another ticket! We've tried to remedy this by creating a business rule, that it appears there is no way to define a rule as "Sender is not in Contacts". Is there any workaround?
PDF reports sent on scheduled basis
This may have already been discussed, but I'll bring it up anyway. I think it would be great to have a way to schedule reports to be run and e-mailed (in PDF form) to account contact person(s). For example, I'd want to send the 'Time Spent by Account' report on the first day of each month to my primary contact for Account XYZ... Very handy.
Outbound Emails
First, I'm having issues with outbound emails when assigning to a queue. I've setup a business rule that sends an email to administrator when assigned to a custom created queue. I've also selected the option in Notification Rules to 'Notify queue support rep by mail when request is added to queue'. I have the Mail Server Settings entered correctly and have received a few emails when assigning to a Service Rep. I've tried a few other configurations, but no luck. Secondly, how can I get a custom field
Accessing MySQL Database Tables
I'm trying to access the tables in SupportCenter. I've tried using many different methods as outlined in searches throughout ServiceDesk forum, but replacing supportcenter where instructions mention servicedesk. Every method I use gives an error that the MYI file cannot be found. Do you have procedures established for SupportCenter to access the tables? David
close/reopen support requests by contacts
Hello, Is there any way for the contacts to close/reopen their own support requests? Thank you.
OpManager and HelpDeskPlus not SupportCenter
Hi Vinu Just a quick question. We are seriously looking at your OPManager MSP offering but I was a little confused about the HelpDeskPlus addon. Looking at Helpdeskplus it seems to be the product aimed at internal IT support for an organisation and not for external support customers. Is that correct? Or does the HelpDeskPlus come with support for Customer Accounts as is the case with SupportCenter? Grateful for any help you can give
Database Timestamp Format
I have created a Crystal report from the database data. But I cannot determine the format of the CREATEDTIME field in the WORKORDER table. I am trying to convert from Unix time to System using seconds from 1/1/1970. But all my date/time results are incorrect. What is the format SupportCenter Plus uses for the CREATEDTIME entry? Thanks
New Topic Posts
After logging in to the discussion forums, when I click on the New Topic button, I receve this message; "Anonymous guest posts are welcome. All such anonymous posts are sent to the moderator for approval before posted to the forum. If you would like to post immediately, please login (see top) or register as a user." Shouldn't this only appear for those "NOT" logged in? I submitted a post this morning and received the notice that my post would need to be approved. This will add more time to getting
Setting up email
I am trying to modify the email server settings on SupportCenter and I am receiving the following error: FAILURE :Error while saving the Mail Server Details. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,145,119,513,406. Any suggestions?
SupportCenter & Opmanager MSP intergration
Can you tell us when the OpManager MSP and SupportCenter will have the option to be intergraded? We would buy now if you had this option.
Questions about SupportCenter Plus
Hi, Our Company is looking into getting SCP as our trouble ticket system. But we have some questions: 1. The report �Completed requests by Account� would be great to have. 2. Do you have a release date for the support for HTTPS/SSL? 3. Operational Hours. The SLA time is calculated on the Operational Hours, but we have different working hours for different customers. For some customers we have support hours between 09-17 and for some others 08-20. So In our case 4. Will it possible to export the reports
Business Rule based on Product
Is there any way to use a business rules to assign requests to support reps based on the product? This would be very helpful as a queue may support a number of similar products but not every rep would support each product. Also, is there a way to customize the reqeust queue view. Again, there isn't any differentiation between requests in the same queue. This could be based on product or category. Also, there is no reporting based on products. This would REALLY be a great so that I could determine
Filtered Reports
I do not believe the filtered reporting is working properly. For example, if I choose Title 'contains' item OR Title 'contains' price, I get inaccurate results. I am only wanting to return those requests that have the word ITEM or the word PRICE in the title. But I'm getting a lot of requests that DO NOT fit this criteria. I've attached a PDF for the results returned on my report along with a screen shot of my Advanced settings. Thanks David
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