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?
FAILURE : Overlapping Contract for same product to an Account is not Allowed
Dear Support Team and other users In the newest realease (7902) we have a problem to attach a new file to an existing contract. The message in the subject appears. We also cannot create a 2nd Contract to a customer that have the product 2 times. This is a completely other license he uses at an other location... The same error appears! Since 7902 we cannot create a contract in an account, when in this account the product not exists. In earlier versions I have the options to choose the product from
Go To Meeting or any other streaming tool
Is there a way to set up Gotomeeting or Teamviewer to launch or send an invitation directly from support center?
Remove Business Unit Dropdown from Portal Submit a Request form
We are giving our non-login users the ability to Submit a Request via the Portal using /sd/Request.sd. The Business Unit dropdown is present and Required. Is there a way to hide this field or default it to the proper Business Unit? Regards, Ken
Logs full of handshake_failure exception messages
Our logs are full of handshake_failure exception messages, occurring every second or so. I am unsure when it started because I have not had cause to look in the logs recently. Can someone comment on the possible cause and solution? Thanks Chris [09:42:52:202]|[11-19-2015]|[com.adventnet.servicedesk.server.utils.SDClientUtil]|[INFO]|[13]|: requestScheme is https | [09:42:52:202]|[11-19-2015]|[com.adventnet.servicedesk.server.utils.SDClientUtil]|[INFO]|[13]|: Received fatal alert: handshake_failure|
Automatically Logout User
Hello, I have a problem with the Support Center Plus. 3 Users are using the same Account, but sometimes the Accunt Automatically Logout from the Session (they tried different Browsers but is indifferent). Somebody know why? Thank you.
Monthly Report on Converstation carried out on Active tickets in the month
Hi, Is there a report that can be produced that looks at the # of conversations per ticket for a month? Regards Cathy
Reorder emails
Is there a way to reorder the responses to a request it seems right now the latest email is on the bottom, we would like at the top. Another thing that would be helpful is when we reply a customer replies to one of our emails, we would see the entire string not just the latest reply. Are these 2 things doable?
Conversations Window Option to see Time Entry and Resolution actions
Hi Supportcenter, I would like the option to be able to see in the conversations window all of the work that has been put in to the call. If a time entry has been added I would like to see it on the first page rather than having to use the Time Entry Tab. More importantly, if I have added a Resolution and sent this to a customer, there is no way of seeing this in the conversations window. If a colleague took a call on for me they may have also researched the call and sent the customer an email with
Contacts that are CC'd don't show on assigned Request template
Requested Aug 2007 CC'd email addresses need to be shown on assigned request template along with originating users email address. See original full discussion to save me reposting http://forums.adventnet.com/viewtopic.php?t=167801
Reports - required feature enhancement please!
Hi Support, I have produced a scheduled report from Supportcenter for our Managing Director so he can see the outstanding calls for a particular customer. The problem is that he needs to see at a glance what the last entry for each of these Requests was on the system as part of the report, so he can see if he needs if an action needs taking from our side or the customers. This means that it's critical the he see's what the last input on the system was. If the last entry was a note saying "spoke to
Last action needs to be seen on report, even if it's notes
Original post Feb 2007 "told in roadmap" "Hi Support, I have produced a scheduled report from Supportcenter for our Managing Director so he can see the outstanding calls for a particular customer. The problem is that he needs to see at a glance what the last entry for each of these Requests was on the system as part of the report, so he can see if he needs if an action needs taking from our side or the customers. This means that it's critical the he see's what the last input on the system was. If
Split request feature doesnt send Acknowledgement to contact
Original Post - Nov 2006 - In roadmap!!!! http://forums.adventnet.com/viewtopic.php?t=23137 Could you include in your roadmap that when a request is split using the "split as new request" option if the "Acknowledge Contact by Email when a new request is received" option is turned on in the Admin options, that the customer gets a confirmation number for this split. If it is supposed to it doesn't work at the moment! Cheers Rich
Unapproved contacts changed to approved - no notification
Original Post - November 2006!!!! If a unapproved contact logs a request they don't get a notification if the "Acknowledge Contact by Email when a new request is received" is turned on which I beleive is the correct behaviour Once this contact becomes approved the system doesn't send them an acknowledgement notification on previously logged requests. All subsequent requests get an acknowledgement but the initial one doesn't. http://forums.adventnet.com/viewtopic.php?t=23334
Request Details page shows contract details
In the documentation for SC+ in the Requests Details section, there is a screen shot that shows Account contract details above the request. Can someone tell me how to get that show up? Thanks Theresa
Email Notification of Changes when Request is Edited
Hi All, Maybe I am missing something and someone can point me in the right direction. When a request is edited, we have an email notification sent to the Account Manager, but there is no indication of what actually was updated. I know we can use the "Reason for Update" variable, but this isn't always filled in by the Support Rep. The changes made are viewable in the History tab, but it shouldn't be necessary to login each time to check on what was changed. Has anyone found a way to put the change
Contact authentication
Hi support team I imported contact from CSV file but can't login with AD authentication, is there any way to authenticate contact from AD? Moreover, it is possible to a contact can login to all Business Units ?
Problems recieved request (SupportCenter Plus)
Hello, I writing this message because in the company when I work we having problems to receive new requests or the update of others requests. The latest requests are from Monday 09-11-2015, I try send an email to the account of SupportCenter Plus and that email never came, also, we tried do a reboot of the server without any result. I attached a print of this problem, I hope you can guide me with this. Cheers and regards.
Hotfix 8003 released
Dear Customers, Today we have released our service pack 8003. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html List of enhancements and the issues fixed in this release as follows Features/Enhancements : Sl.No Feature ID Description 1 12963 SupportCenter Plus - Zoho Reports Integration Zoho Reports is an online reporting and business intelligence service that helps you easily analyze your business data, create insightful
Archiving tickets
Hi, When we try to archive tickets we are recieving this error: Insert Error: Column name or number of supplied values does not match table definition. What can we do about this ? Thanks, Michael Hogendoorn versie : 7.9.0 Constructienummer 7944
Invalid License Error
Hi, Anybody knows how to resolve "the invalid licence error" after license expiration. I have just got a renewed licence file,, however I can not apply it. Whenever I run the batch file run.bat it gives an invalid license error, that's why I can not apply the new license file. Please advise, Regards, Sahin.
Home Dashboard - Requests Summary and My Requests Summary
Hey Everyone, I need some help understanding the Home Dashboard - Requests Summary and My Requests Summary. My understanding was: The Requests Summary would summarise the requests based on the Groups I'm assigned to; The My Requests Summary would summarise the requests assigned to me. Can someone clarify i've made the correct assumption? Thank you. Daniel
Help with ticket
Hello, Please the portal is no longer generating tickets when a mail is sent to our support mail, I have checked all i can but its still not working. Please reply ASAP!!
Hiding Solutions Author on Portal
Hi SCP Support, I need help in removing the Author from being displayed when viewing a Solution from the Portal when not logged in. I know this was removed from the main page when listing Popular and Recent Solutions many years ago. But once they click on an individual Solution, the Author is now displayed. This is also visible in the Search Results list: Is there any database setting that can be set to either replace the author name with a generic name such as "Support Team” or remove it completely?
Reminder alert
Hi, I have been informed that there should be a reminder alert that pops up when a reminder becomes active e.g. date/time set on the reminder. Could you please advise if this is the case. Regards Cathy
'Created by', I mean request creator did'nt show in Request Template
Good day, Sir, When editing Request Template, 'created by' field shows at Field Visibility, but at Form Design tab, I can't find that field. I 'Support Rep.' and 'Created by' is not equal. Please check this. Thanks KCSONG
How do I make Custom Script on Field & Form Rules at Request Templets?
Dear Sir. For example I want to make rule that, when Category 'abc' selected, then Sub Category 'def' and Item'ghi' selected, automatically. There is two methods in script editor, one is, $CS.setText("SUBCATEGORY ","abc "); ,and the other is $CS.setValue("SUBCATEGORY ","1 "); and Item is almost same as avove, I know. But It didn't works well. First method, $CS.setText("SUBCATEGORY","abc"); works well, but when the sub category inserted automacally, then there is no item at item field, even script
Icon in survey webpage
Hello, We use SupportCenter Plus 7.9.0 Build 7935. We recently activated the survey feature which works pretty nice. We would like to change only one thing: We would like to add an icon to the survey webpage. Could you tell me where to find the HTML file that I would have to alter? Or is there another way? cheers, Jonas
Help with customers update
Hello, Please is there any feature that allows me to group accounts, and enables me send a general mail to all the accounts in the group.
Customer's view
hello, When our customers log into the portal, they only see the request they raised. they complained about it and i edited their profile in i set the "In the Customer Portal, this contact can view" to all request from their accounts and sub accounts but i logged in as a customer and nothing changed, ive been doing the same for the same customers but its still the same result please reply ASAP. Thanks.
Assigning a task
hello, Please when a task is assigned to a support rep, the whole support team can see it. Pls is there a way to that only the assigned rep will be able to view the task.
Problem with sending mail
Hello, Please, is it possible to a mail from one support rep to another through the portal, and the mail goes straight to the support rep inbox. Because i tried forwarding mails to my colleague it wasn't delivering , but i sent the same mail to a contact and it was in he's inbox.
sending notification failed when reply out of domain
Hi support team I set up an account mail in global setting: scp@domain.com. So it only reply/forward to mails in same domain (@domain.com), when sending to outside (Ex: gmail, yahoo...) system notice: "sending notification failed", P/s: I added scp to outlook so it still send to outside domain successfully Please help me this case Thank you
Help with Mail thread
Hello, Please, when replying mail thread i cannot reply the recent message from the client, my reply is seen at the top i.e the first message on the thread. please reply ASAP.
Next Page