Error while creating contract. Overlapping constraints found.
Hi all. I'm trying to renew a customer contract, but when i put the new dates it gives me this error: Error while creating contract. Overlapping constraints found. I search activated contracts for this customer and there is no one, so the contract is not duplicated. I don't know how to solve, please help. Experience-Movil-Ip Contract Number : | Created On: Thu, 17 Jul 2014 15:57:38 +0200 | Created By: David Fernandez Status : Expired Valid Till : Wed, 31 Dec 2014 DetailsRenewals Contract Name
Contact Details page
How can I make email address and phone number a required field on the Contact Details page? thanks,
Scheduled Tasks
If we add a Task into a request, Can we have the option to set it in the Support Reps Scheduler/Calendar? So we can see globally what our reps are scheduled for beyond off, at work etc.? Thanks Tom
How can I delete customer reports in Support Center Plus?
In the Reports tab, several people have generated and saved custom reports. I need to clean them up, but my admin account does not show ownership of the accounts, so I do not have the permissions to delete them. Can you please tell me a way that I can delete them? Thank you.
Start date for a Scheduled Ticket
Is there a way that you can set the start date for a Scheduled ticket. E.g I would like to setup a scheduled ticket that starts from the 17/01/2016 then run every two weeks. Alos when you setup a scheduled task and it ask for the number of days would I put every ten days or every 14 days (our setup is Monday to Friday, no weekend support) Regards Cathy
One of Additional field can't change when edit Request over mobile SCP app.
Good day Sir, We have been made and used some additional fields at Request templets. It works well over web browser on PC etc. But when we edit Request over mobile app(both Android, iOS), one of additional field(UDF_CHAR4) can't change. Speaking exactly, when the value selected one of picking list by add new Request on PC first, then, it will be assigned to other Rep. who are on outside duty, and if he or she try to edit that value of additional field using mobile SCP app., it didn't change to any
Error restoring database in a new server. Help
Hi support team. I just install a new SC server (last version), to move the database from old server to new one. I install the server and the Licencese. I made the database (Mysql) backup in old server and I try to restore in the new one, but impossible. It gives error. Error: Unable to restore database : null. Please help. Thanks David
Error Start DBServer operation is not supported Please Help
Hi all. After install the last version of supporcenter plus (profesional edition) over Mysql (windows server 8) i find this error and i don't find more info. 12:21:38:033]|[12-30-2015]|[com.adventnet.db.adapter.Jdbc20DBAdapter]|[WARNING]|[12]|: AUTO_QUOTE_IDENTIFIERS not supported for this DB...| [12:21:38:033]|[12-30-2015]|[com.adventnet.persistence.service.DatabaseFactory]|[INFO]|[12]|: Database name is mssql datasourcename is java:/MSSQLDS| [12:21:38:033]|[12-30-2015]|[com.adventnet.persistence.service.DatabaseFactory]|[INFO]|[12]|:
Unable to access SupportCenter portal
I setup the trial of SupportCenter plus for our business, things were going great. Completed the setup and went on vacation. The people here were supposed to upgrade from the free, to the paid license, but they didn't. When I returned I tried to log into the portal to go ahead and purchase and I am now getting connection refused errors (both locally and remotely) everything was working before I left. I have restarted the server I have stop and started the SupportCenter Server application I have restarted
Group email signatures
Having email reply addresses for the Groups is very helpful. Can we also have different email signatures for every group? Having only one email signature per Support Rep is not enough in many cases. Is there a way to accomplish this?
Close request
Hi, is there a way to stop a request from being closed if one of the fields in the request form matches (or not matches) specific criteria? E.g. I don't want a request to be closed if the group the request is assigned (or is not assigned) to a specific group. Thanks, Pierugo Mazzaccheri
Date format in Admin > Organisation Settings > Settings > Language, Currency, Date and Time Settings ignores browser language
The Date format in Admin > Organisation Settings > Settings > Language, Currency, Date and Time Settings ignores browser language. The date format shown therein is a curious mix of the language of the server and the selected display language. My server is in Danish. SC+ is set to display everything in English, but the date format shows the day of the week in Danish The actual date/time displayed in views, requests, etc correctly respects the browser/default display language.
Cannot seem to merge 2 tickets if 1 of tickets is on a separate page i.e. over 100
Hi, I have a new ticket which client has sent in, which pertains to a much earlier ticket that I wish to merge - the 1st ticket (358) is over the page i.e. over 100 so when I tick the current one (2215) I cannot tick 358 over the page to merge them. To add to this problem, when I change the ticket number of an existing one to ##358## to trick the system into appending it to the ticket - it simply does not append to the ticket. Any ideas please..? Regards, Craig
Contract settings > Holidays is sorted alphabetically, not by date
Contract settings > Holidays shows holidays sorted alphabetically, so 25 Dec 2015 comes before 31 Aug 2015, for example. It should display the dates sorted as dates. i.e. it currently shows
New Request - Add Tasks Automatically
Hi Everyone, Would be great to see what everyone would think of allowing a set of tasks to automatically be added to a request when it is saved based on a Request Template or Rule? Thanks Daniel
Support Centre Plus - Service Catalog
Hi Everyone, Just wondering if anyone else would like to see a Service Catalog feature added to Support Centre Plus. My company is a Payroll Outsourcing company and we use SCP to support our clients general enquiries, but also process their requests in terms of changes to the way we service their Payroll needs. Would be great if we could choose a service and have a pre-defined check-list attached or action. Dan
Telephony Server Settings
Hi, I just installed asterisk & asterisk GUI. Then I have also defined the username and password in my manager.conf. So,I went to Admin > Telephony Server Settings and with the credentials provided I have successfully enabled this integration. My next question is how do I receive or make calls like what one of your documentations show at bottom? https://www.manageengine.com/products/support-center/help/adminguide/configurations/helpdesk/computer-telephony-integration.html#telephony Can someone
Different senders
Hi, Is it possible for SupportCenter to send mail with different senders? Jim
Helpdesk Scheduler - Feature ID 12854
Hi Team, I have been looking over the new Helpdesk Scheduler feature and it looks good !!! I would really like to utilize this feature and integrate it with Outlook Calendar Any chance the API has some support for this feature and if so is it documented or can you give some hints ? Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center Plus http://www.vlink.is/scp V-Technician for Service Desk Plus http://www.vlink.is/sdp
Line Breaks for Request Multiline Additional Fields Not Working in email notifications
Hi, I have several Request additional fields setup as multiline. When populating these fields, the line breaks are being properly added as confirmed by the entry in the database table workorder_fields. I have 2 issues: 1. When viewing the Request, the individual lines are all displayed on one line. 2. When creating email notifications using this field, it is also shown on one line. Can you please fix the application to recognize the line breaks? Build 8002 Regards, Ken
SupportCenter Plus 8004 released
Hi , SCP 8004 service pack is released and can be downloaded from the below URL https://www.manageengine.com/products/support-center/service-packs.html List of enhancements and issues fixed: https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8004 Regards, Siddik
Mail fetching
Hi, Over the last 2 weeks we have been having intermittent issues with the mail fetching on our Support Centre. It will randomly stop, and send out an error like the below: ' Product Name : ManageEngine SupportCenter Plus Build No. : 8003 System Error Notification An error occured while processing email with subjectOfMail : FW: URGENT COPY TENDER REQUIRED!!!!! FW: REFRESH [Request ID :##80105##] : DHI - North Street Gas - 10377530 RJ messageid : . Mail Fetching process of SupportCenter Plus was stopped.
Automatic submit for approval
I am using Support Center Plus and I have custom field called "Request Type". The options for this field are "Helpdesk call, Training request, Network Change, etc). Is there a way to create a process / rule / or custom script so every time a request is created / edited and the "Request Type" is Network Change to automatically submit the request for approval to certain people? thanks, Eric
[Rendering Exception] instead of checkboxes
Hi, last friday I updated our SupportCenter Plus (Standard edition) from 7927 to the latest 8002. After the updates and the backups, I installed Support Center Plus on a new Windows 2012 Server and did the restore from my last 8002 backup. The Database is the same as before (hosted on an other server) and is on MSSQL. When I login with any account, I have " [Rendering Exception] " showing up instead of checkboxes. Also, when I click on "Columns Customization" nothing happens. It is present in
Followers & Notifications
In the Notification Rules section there is a group "Followers Notifications". What are Followers and how do you designate them?
UK Support Phone number not working 0800 028 6590
Constantly engaged????
Support Plan Time Tracking
We have a set of users that are limited to the amount of hours they get of "free" service. Everything beyond that is billed by the hour. Here is the scenario, hopefully someone has a solution. I have a customer with 36 hours of time to use (they have used no time this month), if I spend 40 hours on a single ticket and add that to the time tracking, is there a way for me to setup the contract in such a way that 36 hours in no billed, and 4 hours is billed without having to do it manually?
Request Received Notifications to Contacts - Disable for Some Contacts
Hi Everyone, Does anyone know if it is possible to prevent New Request Notifications from being sent to selected contacts? Some contacts do not wish to receive these notifications and therefore I'd like to prevent them form being sent. Thank You Daniel
Print a request
I'm testing SupportCenter Plus. I would like to know how I can print a request, so I can attach it to a job that is going to be solve by a support tech.?
Due date
When opening a new request ther is no Due date field. We have to save the new request and then set Due date. Even then, when we change the date, the window immediatelly close with current time, not the time when technician should visit the customer. So, we have to open the window again and set the time. I suggest to insert due date field when new request opened, with deafult time, say 0800. Will save many clicks.
Scheduled Requests - Ability to Report Over or Add Columns to Screen
It would be great if we could report over Scheduled requests or have the ability to add additional columns to the summary screen that highlight the request schedule (e.g. Every Friday). At the moment, if you have lots of scheduled requests, you need to open each one to determine its schedule.
Reports - Activities
Could there be an option added to the reports module that allows reporting over activities?
Activities - Tasks - Assign to Group
It would be great if you could assign activities to a group rather than just a support rep. This way, someone within that group can complete the activity.
SCP Notification: ERROR : Mail fetching process stopped
We have recently been hounded with issues for SupporCenter Plus. It's Stopping the mail fetching at LEAST 20 times on a normal day. We updated it to the latest version with the same outcome. All we see is: Product Name : ManageEngine SupportCenter Plus Build No. : 8003 System Error Notification An error occured while processing email with subjectOfMail : RE: Your request has been logged with request ID ##196657## [7564296:5528439] messageid : <565EB9BE.002745.01836@xxxxxxx.co.uk>. Mail Fetching process
Mail merge
Hi, We have been having issues with the mail merge on Support Centre since we upgraded to build 8003 (latest) last week. Basically, when we select the requests to merge and click merge, nothing happens. The page refreshes and the requests are just there singularly. Is there known issues with build 8003? This is becoming a major problem for the business. As well as our mail fetching issues in the other discussion. Any help is greatly appreciated. Thanks, Ross.
Email a request to the support rep
Hi, is there a way to email a request to all support reps in a Group? I know more recipients can be added manually but when a request is assigned to a Group instead of a single rep I would like the system to email the request to all reps. Reason is we have tech groups we assign queries to. They don't need access to SCP (they don't deal with customers directly, only with their queries) but they are set up as reps. in SCP and it would be good if they could all receive a request via email when this
Operating System Time and Support Center Plus report time is not the same !..
I have in trouble with Support Center time, please advise. For example now the operating system time is 21:17, however when I get a report from SCP, it shows the report generated time as 14:47 How this could be happen? Regards, Sahin.
Quick edit of account info in request view
In the request view / account info tab / account Details: It would be nice to be able to quick edit the account information. especcially customer domain. A lot of customers / and 3rd party sends request mail from mail domains other than the paying customer, and it would be nice to correct the info without to many clicks. Is there a way to fix this?
Field Status change date - shown in a report
Hi, Is there a way that you can captured the date that a Field with in a template was changed and show this in a report? E.G in a template the support rep needs to add the current status of a work flow. I would like to than capture this in a report that shows the following The Status is a drop down field that is changed through out the ticket life span, in the report I would like to be able to capture how many days the status has been active..... I can capture everything in the above report except
Able to edit customer info include domains as quickedit mode
Hi Is it possible to add a column with domain name in account / All account?
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