HotFix to migrate to 5008.
Hi All, HotFix to migrate to Build Version 5008 has been released. You can download the same from http://www.supportcenterplus.com/service-packs.html The hot fix is available @ http://manageengine.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_5_0_0_SP-0_3_0.ppm All Users, still staying on builds 5000-5007 can apply this hotfix to migrate to the latest version. Instructions to apply the hotfix: 1. Shut down SupportCenter Plus Server. 2. Take a backup of the
Mail with special characters
Hi! Support mails with International Characters such as "� � �" is shown as "�" when it is imported to SupportCenter. This worked fine in ServiceDesk, but we used to run it on Windows, but currently we use Linux (CentOS). Best regards, Andreas Lydersen Metro Remote as Norway
Security Audit of SC+
Hi there, is there any security audit report available of supportcenter+? Because most of the data which ist entered seems to me sensitive enough to ask for security approval. It was mentioned somewhere that the apache-firewall-mod would be installed someday. How about security status today? Any audits? thanks for your answer Lionheart
Migration
Hi, all. This is probably a question for Vinu or somebody at support. Considering the relatively small universe of customers that drive my current needs for a software support service, I am planning to deploy SCP at department level, so it will be independently and locally managed. If, for any reason, I ever need to integrate it with the Company's CSS is there a viable, reasonable way to migrate the data in SCP to the new system? Thanks. Cheers, FT
Business Rule - Priority
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
Accounts & Reports
1. Does SupportCenter multiple customers calls? I do not see an option to associate a call/ticket with an account? 2. Can I export reports in xls format?
How to create Customer View/Access?
How to create customer view as you have done in the live demo portal on the login page?
Forum Registration Problem
Whenever I try to register (it's the same after pressing 'register' the first time) it displays the following message and won't allow me to register as user. You have exceeded the number of registration attempts for this session. Please try again later. Maybe a problem with cookies or sth. like that? I checked my settings in IE6 --> Security at middle; all settings at standard; all cookies allowed and pop-up blocker disabled. Thanks for your suggestions. Lionheart
Unsorteted Topics in Solutions
Hi there, while in Solutions I had to create over 16 folders for categorizing our data. When doing this the sorting goes 1..11..12..13...2...3..4..5...9..10 instead of 1..2..3..4..5...9..10..11. Is this normal? Could there be an option to change the sorting to 1-2-3-...10-11-12...? please help me this is urgent Lionheart
Skin
Is it possible to adopt a colour scheme via a skin or options ?
Online Chat
Maybe something you could add in a future version ist an online chat, for your support guys, that way if a costumer has a problem and sees an IN costumer support representative chat with him
SupportCenter License
Can you please clarify Section 4 (vii) which restricts us from allowing clients to use the 'licensed software'. Given that the purpose of the application is to allow our clients to logon to SupportCenter and place requests, this is at variance with to intended purpose, is it not? Regards Rob
Hourly rate tied to SLA
Several people have suggested that you add the capability of setting an hourly rate for an account rather than a technician. I think adding an hourly rate as part of an SLA might make more sense in the context of SC. Also, for future releases it might be helpful to make SLA's more flexible, i.e. an SLA could be set up for ad-hoc clients (those who get a bill each time a request is handled), prepaid block (clients who purchase some number of service hours to be used over time), and perhaps a monthly
Quick fix for hourly rate
A quick fix for the issue of charging different rates for different customers might be to allow an override of the default hourly rate when entering 'time spent' on a request. This way, until the best way is determined of handling this issue, we'd have a way to charge different rates. Just my 2 cents.
File attachment to customer account?
Nice product. We typically keep an 'information' file (just a text file) for each of our clients, which includes configuration information, passwords, etc. I tried cutting and pasting this file into the 'description' field for the customer account, but there's not much space to hold much info there. Any chance you might either a) add another (large) text field for this type of information to the customer account record, or b) allow file attachments to the customer account record for this type of
Business Roles - Priority Setting missing
Hi there! I just liked the Business Rules options in ServiceDesk+ but we need customer support so we installed SC+ right now (Version 5006). But what we are missing is following: In ServiceDesk+ I could set a business rule for incoming request with priority high should be handled in about 2 hours for example. Now in SC+ there isn�t a option for setting this up? Did I overlook sth.? It is possible to set service level agreements and stuff, but what we need is a per request setting. Because we get
PDF Reports
I've been looking at the PDF files of the reports in SupportCenter. In my opinion, their not very presentable for distributing. They appear to be just the data table headings and data in a table. Is there any way of making the PDF files look just like the web page screen? This would be more useful in a business meeting environment. Thanks
Display folder permission - should be set like the articles
Hi there, while working with SC+ we managed to get used to the simple file structure of the knowledge base by re-ordering our data. However we would like to not display one folder including all subfolders and messages (opt.) inside. So that we have one are for our technicians to post their current data of service of our machines on site (like a logfile for our machines status, repairs and other stuff related). Currently It is possible to set the post invisible, we would like to have the same option
Error messages/warnings when installing patches
Hi there, whenever I install a Patch (5006 or 5007 today) I get a somewhat tricky warning displayed in the DOS-box. However the installation runs seemless and it says 100% installation of patch completed. Just wonder if this could affect some parts of the software at another point? (Inside SCPostProcessor?) Check below picture: SCHWERWIEGEND means SEVERE WARNUNG means WARNING Installation on german Windows 2003 latest updates; screenshot while applying patch 5007 to 5006 installation thanks in advance
How to Customize Contact Home Page
How can I take out the quick ticket option or make the details mandatory for clients who log in?
associate hourly rate with Account not Technician
Hi, Is there a way to associate the hourly rate with the Account and not the Technician? thanks.
HTML Links in notifications
I don't see to be getting notifications sent in HTML. I have double checked my outlook settings and all is good there. The notification that has the link to check ticket status is plain text. I maybe missing something in the config but I am not certain. Thanks, Paul
Email forward - reply generates new ticket
If I forward out a request to another email address. The subject line doesn't get tagged with the ###ID###. If that other user replies it generates a new ticket. Thanks, Paul
Problem adding technician (free version)
Adding a technician to the free version after installation provided me with an error. FAILURE :Your license does not allow login access to more than 1 support reps I do not have any users that can login other than administrator. I am stumped! Thanks.
Custom/Standard Fields In Emails
We have been using this product for 14 days. We are very pleased with this applications features and capabilities. Management is looking at purchasing this product, but there are some draw backs. The inability to add custom fields to the email templates is the main concern. There is data that must be in the outbound emails and the data must be in a specific order. We presently have one custom field in our Request form. This field, along with the City and State fields, need to be included in the emails.
guest access - request tab error 500
Logged in as guest. I am trying to access the "Requests" tab and recieved the error below. ______________ HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: In-sufficient privilege for user {0:guest}
HotFix to migrate to SCP Build Version 5006
Hi All, We are happy to announce the release of HotFix which will help you migrate to build 5006. You can download the Hotfix from the URL http://manageengine.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_5_0_0_SP-0_1_0.ppm Issues Fixed in HotFix * When importing Accounts and Contacts using a CSV file, only the first contact was getting associated to the Account. This issue is fixed. * Issue of improper replacement of Contact Name in notifications fixed.
Email Notifications
Ok on the email notifications when I add the ContactName from the left column and then I send the email. For some reason it does not put the actual name. WHat am I doing wrong?? This is what it gives me: Dear ContactName, This is an acknowledgement mail for your request. Your request has been created with id 9. The title of the request is : Documents. The status of the request can be tracked at "http://web01:8080/WorkOrder.do?woMode=viewWO&woID=9" . Please get back to us for any further clarifications.
Starting error
I wonder if anyone can help me on this error: I am using suse 10 on the free version of the program. I am able to start mysql using the command startDB, without any problem. But when I use the run.sh script it fails as you see below: ----------------------------------------------------------------------------------------- Server is starting. This may take a couple of minutes ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Unable to connect to any hosts
Overall Totals in Reports
Some of the default reports generate with quantities and line totals, such as "Requests Received by State by Account ". I was wondering if you have it in your plans to include an additional line at the bottom with the Overall Totals. If not, how much trouble would it be to add this feature? It's great to see the line totals, but the overall total requests in the same report would be great when generating a PDF or printing the screen. Thanks in advance. David
SupportCenter Plus Updates
Will you have a site where we will be able to download update files as you develop fixes or add features to the program? Thanks David
Reports - this can't be
Okay, we currently own SD+, but will move to SC to better support our customers. But in looking at the demo, i must be missing something... When trying to pull a report, i don't see a way to filter the report by customer Account. Shouldn't it be obvious that for a product used to support multiple customers, I would need a per-customer report??? Surely I'm missing something simple, so please tell me how to run a report for a specific Account. thanks
Provide Some Moderator Time to SupportCenter Forum
I've been using the SupportCenter application since around Feb 27th. In that time I've had several questions, concerns or issues. I really like what I see on the demo web site, but my staff and directors would like to see this application working in house. But my issues are preventing this to happen. I understand this version is fairly new, but I would think that more time would be devoted from the moderator of this forum to answer the users questions. And since this product is fairly new, I would
Number of Contacts
Is there a limit to the number of Contacts that can be entered into the Trial/Free version? I am trying to import a 128 record CSV file into the Contacts and only 15 are being captured. If I clear the Contacts and re-import, the same 15 are captured. Thanks David
Request Level field
Hello, All. It seems that the "Level" field is not visible/enabled in the New Request form, unless you are the administrator (or have admin rights). Can someone, please, confirm this (or tell what am I doing wrong)? TIA. Frank
Business Rules
We're evaluating this tool for our Customer Service Support Team. Most of our customers will probably send in requests for support via email. I've noticed wen doing this, all tickets coming in via email are created with the "General" category. The general category allows you only to pick 1 technician to assign. I also created a business rule that looks for something specific in the subject (title) & either routes the ticket to a specific rep or a specific queue. I have tried both, and none of the
Server Does Not Finish Loading
After installing SupportCenter, I started the application. It appears the service is not completely loading. The ManageEngine java window sits on the desktop and the progress bar does not move after approx 90%. The tiny dots move across the progress bar appearing as if something is happening. My SC tray icon remains white and the options remain grayed out. I have uninstalled and reinstalled. I get the same results. I've used the ServiceDesk trial edition and it installed and loaded fine. WinXP Professional
Service Does Not Finish Loading At Startup
I have installed the SupportCenter Plus Trial version. When starting the application, the service does not finish loading. The ManageEngine java window remains on the desktop and the progress bar is at approx 90%. The message that the last Layer installs but then the java window just sits there and the tiny dots continuously move across the progress bar area. I have to Ctrl+Alt+Delete and manually stop the java.exe and mysql-nt.exe processes to get rid of the java window. I have uninstalled and reinstalled
Change from ServiceDesk to SupportCenter
Hi! We are every exited about your new product and have the following question: Will you give existing customers that have a valid ServiceDesk lisence the possibility to swap to SupportCenter? I've seen that you will make it posible to convert the data later on, but we would like to start using the SupportCenter as soon as posible. Best regards, Andreas Lydersen Metro Remote as Norway
multilanguage support for support center?
turkish language support option? my customers are alll turkish
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