Calendar
I am new. Is there a calendar with technicians occupancy like Outlook calendar? Different colours for different technicians. Would be nice for jobs scheduled few days or weeks ahead - like new installations, upgrades etc.
Login after closing browser
Hi, We have the problem that we need to login everytime we close the webbrowser even with the remember me function checked. Dont have this problem with other applications we need to login aswell, is there a function we need to turn on or change so we keep logged in even after we close the webbrowser ? Thanks in advance Peter
Another Contact with the same Email ID exist
Hello .. I have seen this in the forums several times.. in the end it gets to a direct communication and fix from within the data base I have user id I can't find.. but when i try to create them i get a warning that "another contact with the same email id exist". I followed the steps in the other posts .. and indeed i get a reply when i look for this email address in 2ndary email entries that this user (Ben Wilcox) does exist. but of course, I can't see him in any screen for maintaining
Primary key constraint violation trying to archive requests
While trying to archive requests, the operation fails. The logs show a primary key constraint violation in dbo.ARc_Conversation e.g [10:06:02:245]|[04-11-2014]|[SYSOUT]|[INFO]|[208]|: java.sql.SQLException: Violation of PRIMARY KEY constraint 'Arc_Conversation_PK'. Cannot insert duplicate key in object 'dbo.Arc_Conversation'. The duplicate key value is (17504).| [10:06:02:245]|[04-11-2014]|[SYSOUT]|[INFO]|[208]|: at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365)| [10:06:02:245]|[04-11-2014]|[SYSOUT]|[INFO]|[208]|:
Unable to start Support centre plus - invalid License file - error code 523
Hi, I am running SCP 7.9.0 build 7929 This morning I have attempted to log into SCP. I was able to get to the login screen but after adding sign in details SCP just hung. I have ended the service via Shutdown.bat and on the starting of the service via run.bat) I get an "Invalid License file" with error code 523. The service now will not start - so no helpdesk!! The license files shows that the expiry date is 03/04/2015. An ideas please? Many thanks, Lucy.
Removal of inactive accounts
Hi, I have generated a report to show me a list of inactive accounts - how is it possible to completely remove these from the databse? They are not showing up as accounts. It is only when I generate reports they are appearing on the accounts columns. These accounts were used for initial testing so I am keen for these to be permanently removed from the system. Many thanks, Lucy.
Suppressing a Notification
Hi Is it possible to suppress email notifications for certain accounts? We would like to have an email notification for external contacts, but not for requests from internal contacts. We have a mail notification setup for when a new request is received. Can we use a business rule to suppress this based on the account? Thanks Lorraine
Adding Announcements fails
Hi We would like to start using the Announcement feature but when choosing to Add New Annoucement we get the following error message FAILURE: The Announcement does not exist in the system. Probably it could have been deleted by other technician. Can you help? Thanks Lorraine
Redirect HTTP to HTTPS SupportCenter Plus
Support, There is an article here on how to redirect http to https in servicedesk plus. https://forums.manageengine.com/topic/how-to-redirect-http:-to-https: Can someone explain how to do this in supportcenter plus 7907? Regards
Category/SubCategory bug since 7931 release
We do not use the Index field at all, so it is removed from the ticket. The 7931 hotfix allows us to update the category and subcategory correctly on the main Request details page, but it broke the update when we push the "Edit" link and open up the edit form. Problem: Open Request Click on EDIT at top of page Edit form opens Select Category dropdown (all categories are shown) Click on subcategory drop down -- no categories are shown.
Remove support reps name from picklist
Is there a way to remove a support reps name from the pick list so requests are not assigned accidentally to them? We had a person leave the company so I removed their login but did not delete the support rep account. Its my understanding that all requests that support rep dealt with will become open and unassigned if an account is deleted and I do not want that but I do want to remove them from the available support rep list. Is there a way to hide that persons name? Thanks.
Supportcenter productlist related to request template
Hello, Is it possible within supportcenter to have a productlist related to the request template that is chosen? So for example when I choose the request about scanners I only want to see a productlist with scanner models. And when I choose software template I only want to see a productlist with software. Is this possible? Thanks! Johan
Any ideas?
Vinu, Uma, Jai, Arun and the team, I have been told that you enjoy my continual "catch up refresher" posts and that these cause much amusement to the team as they are considered “rants” and they keep you entertained so I didn't want to disappoint. I have various suggestions I have been told over 6 years plus that you will :- “look into” “analyse for a future releases” “will put into the development pipeline” “will be in for the upcoming releases dependant on priorities and popularity” I appreciate
Gentle Reminder
https://forums.manageengine.com/topic/upgrading-to-7-9-0-7931-we-got-in-trouble How do you do sir? This is gentle reminder. How is above going? KC.SONG
SupportCenter Plus Hotfix 7931 released
Dear Customers, We are happy to release 7931 hotfix today. New features in this release Solution Enhancements Action Plug-in Enhancements Option to notify multiple Support Reps while adding and updating a note. A separate contact notification has been included, when a request is assigned to a Support Rep. Issue fixes Valid email ids which starts with '_' underscore is supported Unable to edit 'Category' and 'Sub Category' fields using the Request View section edit, when the 'Item' field alone
Vulnerabilty issue in Open SSL 'Heartbleed'
Dear Customers, In the recent days, you might heard about 'Heartbleed' vulnerability bug in OpenSSSL across the Web. Here is the detailed information about this bug http://heartbleed.com/ This post is to inform our customers, that our application is not affected by this vulnerability. We dont use OpenSSL in our product, default certificates are generated using 'Java keytool'. Hence there is no possibility of our application getting affected by this bug. Thank You Regards, Arun SupportCenter Plus
Sending notification failed doesn't retain the message for retry
Hi, We've recently migrated our on-premise email to Office 365 and have successfully migrated SC+ to use a mailbox hosted there. Unfortunately, we periodically get failures to send responses from SC+ (I suspect it's down to network bandwidth problems in our office and/or a temporary service outage for Office 365). Whilst this is a pain, my actual problem is with the way in which SC+ behaves in the event of this failure. Currently, the reply window is replaced with a blank page which just
Does SCP support Windows Server 2012
Hi, We have SCP.7.9.0 installed on a Windows Server 2008 as our live environment.. However I need to create a backup server for testing etc. Can you confirm if SCP supports Windows Server 2012 and if it does would I be able to restore a backup from our live environment onto the test env? I have had a few issues with restoring the backup data from 2008 to 2012 Windows server and wanted to check if this is support method prior to diagnosing the restore problems. Many thanks, Lucy.
"Last Updated on" field isn't getting updated after a Reply or an update
Hi, In the past, whenever a contact or a support rep edited or replied a ticket, the request would turn bold and a new time will appear in the "Last updated on" field. Currently this is not the case: The "Date" of the ticket and the "Last Updated On" are getting the same date.
Edit default support plan
Hi, I am running on 7.9 Standard edition (free) although in the process of purchasing additional users. Is there a way of editing the default support plan - I know that the ability if adding new support plans is part of contract management which does not come with the standard edition. My reason for asking is that I am creating monthly internal tickets with monthly SLA's however the "dueby date" when the request is created always shows for the next day. As these are on gong requests it is not always
Unsupported characters in API request
I am getting some busted characters in requests generated by API. Coming from the string: Because+this+email+doesn%92t+have+anything+important+in+it+%2E%0D%0A%0D%0A%A0%0D%0A%0D%0AIt+is+a+sad+email%2E%0D%0A
Business Rule to "Not" notify contact
Hi, Is there a way of having a business rule which does not "Notify contact by email" based on certain criteria. My reason for asking is that I schedule new monthly tickets for certain accounts for contracted work - so we can monitor internally how many hours are being worked on for these requests. As these are internal but for reporting we need them to be shown against the account - but we do not need the customer to be informed of these requests being generated or closed. An assistance would
Wrong Translation
The Help Card was translated incorret. The word "Click" was translate to "Clque" and the correct is "Clique"
Please enter proper E-Mail ID
Hi, We are experiencing a problem when attempting to reply to one of our client's emails. The error message we receive is "Please enter proper E-Mail ID". Having done some investigation, we believe that the problem is caused by the format of the email, which is valid, but doesn't appear to be recognised as valid by SC+. The email in question starts with an underscore "_" in the email address. This has been tested in 7910 and is showing the same limitation. Regards, Andy
SupportCenter Plus Build 7930 released
Hello Customers, SupportCenter Build 7930 is available for upgrade. Please go through the page on the link below for more information, http://www.manageengine.com/products/support-center/service-packs.html Thanks Jai Anand K SupportCenter Plus
Manage a list of view selection
Hello, is possible to select the System Request view ( delete row of initial list) in order to personalize the list. For example we have a customer that not want the system list but only a personalization filter of this and those created by them Best Regards Alberto
FR: Knowledgebase configuration
Evening! I've raised this before, but the KB / Solutions section is a bit backwards. A couple issues exist: 'Topics' should be top-level items, and users should be able to drill-down into them rather than all KB items displaying in the list presently. Earlier versions of Support Centre Plus had this layout, and it has been a constant pain ever since. Ideally, we would be able to provide access to 'Topics' or even individual KB articles with more granularity. Example: I would like to use the KB/Solution
New Roadmap Released 2014!
This once useful page isn't in use any more by the looks of it https://supportcenter.wiki.zoho.com/next---features---issues.html Jai has just responded on another post I was watching and he has advised that there is a new roadmap available here so I'd thought I'd let you know. http://www.manageengine.com/products/support-center/roadmap.html I have searched for a few of the Request/Task ID's shown in the list, and although some of these are likely to be internal numbers I have been unable to find
SupportCenter plus
Hi Can you provide any roadmap details for 2014 regarding SupportCenter plus? // Erik T Product Manager at Inuit
"Warning :Lucene Thread Stops" emails
We are periodically getting bursts of Build No. : 7929 System Error Notification Indexing (Lucene Thread ) is not running. Please delete the database entry (Task_Input entry) and restart the server to solve the problem What might be causing this, and what is the correct way to fix it? Thanks Chris
multiple contacts with same email addresses
Hi I have to create multiple contacts with same email addresses. System doesn't allow to this and ı try to difrent way like contact name<email>. However when i try to reply to contact, email adresse has seen wrong. eg. Valeo<efatura@mbis.com.tr> Do you have a suggestion about this?
Limit Views?
Just learning supportcenter and trying to figure out how do I limit which views my support reps can view. ideally I'd like them to only see the tickets assigned to them. Thanks!
Twitter Exception
Hi, I was going to implement twitter but i get a error "Sorry !.. Unable to contact Twitter service. Please check Twitter Settings : javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target" Every thing i google points to a issue with JRE SupportCenter\jre\lib\security file CACERTS Is this something you manage or is there some
e-mail ticket rule
Hi I don't want to create new ticket with email except one customer. Can ı set a rule as one customer that i choose send me e-mail then a request will be created? How can i do that?
Sorting search results clears results
Hi, I have just been searching through our system (Requests, Contacts, Solutions and Archived Requests ticked) and, because there were more than 5 Requests found matching my search criteria, I changed the sort results by option to Last Updated - Latest First. Unforunately, in doing so, all of my results (Archived Requests aside) disappear! Annoyingly, if I click either of the search buttons again, the sort results by goes back to its default of Relevance. Could someone please
Migrating SCP to a New Server
Hi community, I'm trying right now to migrate SCP from CentOS to a new Server with Ubuntu Server 12.04 Is this possible? Things what I did: Install the SAME BUILD version on Ubuntu. Run once then stop it. Take the last backup from old server and restore to new one. All fails, the restore didn't do anything. I will apreciate some help to make this possible. Thanks in advance
Mobile Client For SupportCenter Plus
Good afternoon, Currently we are looking at the possibility of using de mobile client option in SupportCenter Plus. Does anybody have any tips & trick on this subject. We are currently using version 7.9.0 Build number 7913. Will be updating this weekend to build number 7929 but was hoping to start testing mobile client before the weekend. We are currently using Windows smartphones in the company. Is this sort of smartphone compatible or would we be better of using a Android smartphone / iPhone.
Reporting on activity history
Hi, We need to produce reports on compliance for response and resolution times. Under our SLA the clock stops when the status changes to "Waiting for Customer" This status may change multiple times during an issue. I see from the history tab in the request that this provides all the information related to the history of an item including status changes. Can this information be exported via report - ie custom query and if so can you suggest a sample query thanks
Listing all Activities - Column chooser doesn't provide Account or Request?!?!
Hi SC, The list All Events page doesn't give you the option to choose the Account or the Request in the Column chooser. The default view shows Associated to to tell you if it is an Account or a Request, it's not a lot of use without knowing which account or request!! Please can we see which account or request this event/task is attached to in the default view please?! Cheers Rich
Auto CC Options and suggestions?
Hi SC team, Firstly hope you are having a bit of a break, as you guys never seem to stop, and here is to a happy and bug free 2011! Now back to the original reason for me contacting you I'm afraid!! I am a bit confused as to the Auto CC configuration as it doesn't, at first glance, appear to be very intuative. I can see in the Admin Guide on page 79 how this is supposed to be configured. I needed to resort to the manual as I couldn't initially get this working!!! To me, and this is only my humble
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