Disable survey when using "Close without notification"
Hi, is it possible to disable the survey when using Close without notification, to the contact? Theres only 3 optins under survey settings: Send Survey every time 1)a request is closed. 2)(nr of) requests are closed. 3)(nr of) requests from a contact are closed. We use send survey everytime a request is closed (1). But when we use "Close without notification", we dont want the survey to be sent out either.
Assign a secondary engineer/group if you are set to OUT?
Hi Support, We have had a situation where a customer has replied to a request id that someone was looking at before they went on holiday. This was replied to by the customer and wasn't picked up by anyone. It would be really useful that if you logon to the system it automatically changes your status to IN in the IN/OUT swicth in the top right hand corner. When IN all messages for your assigned calls come to you. If you aren't logged in you should be able to assign a secondary support contact or group
Error when adding Support Rep
If I attempt to assign more than 1 Support Rep at a time to a role I get an error. You have selected '2' Support Reps to provide login. But your license permits only '16' Support Rep logins. The '2' changes with the number above 1 that I try to add.
Reply problem with images with API
Hi, i have been looking into using the sendReply with the API but found a annoying bug in the process. when i send a message the signature defined in SCP is automatically appended and all images in the signature get a wrong URL here is an example of a URL in a signature sent from the API using sendReply http://inlineimages/Language/Nov2013/15/1385224433250.jpg Here is the same image replying from the SCP portal http://support.domain.com/inlineimages/Language/Nov2013/15/1385224433250.jpg as you
Closing Call - Optional Notes/Dropdown option
Original Post September 2006 - Told in next release!!! http://forums.adventnet.com/viewtopic.php?t=19517 I have a query for the wishlist which I believe would be very beneficial for everyone. When you close a call, could we have a dropdown box with user definable options that tell you the reason of the closed call. For example if a customer resolves his own issue, and requires no further help from us choose close, and you get a dropdown (the same as level etc), where you could choose customer resolved.
Voting pages and enhancements
Voting pages and enhancements I was wondering if anyone would be good enough to take a look at the following questions for me please. 1) I was wondering who had voted for this as an enhancement on the voting pages Solution Topic Templates Ability to define a set of topics as a template. This template can be assigned to Accounts. This will greatly simplify the management of topics shown to accounts. I can't see anything on this in the voting pages, or in the discussion topics so why was this put in
Forum - New Type Request
Hi Support, I notice in other forums that you mark posts with "we will think about it" and "in progress", this, is a brilliant idea! Unfortunately I don't see any of these notes, next to where you see "so many people like this idea" within the SupportCenter Plus posts. Saves us all sitting in limbo thinking the hours of work we put in making suggestions and posting are actually getting looked at. I'd like to see this on the SupportCenter forum, but would like to see something a bit more constructive.
Unassigned requests change to pickup rules
Hi SC, Unassigned requests can get picked up by two support reps at the same time. You should not be able to pick up a call that is already assigned to someone without a popup advising. We have had several instances where one person picks up the call and someone elses screen hasn't refreshed within the time period set and both people pick this up, particularly if it is configured in a Notification Rule to add to a group. This results in a rather embarrassing situation where two people reply to the
Welcome Email for approved contacts
Hi all, Some of our Partners have quite a high turnover in staff. We go to a lot of effort to train these people in how to go about getting the right logs and diagnostics for the type of call they are logging. I was thinking that we could add some sort of Welcome email. At the moment once a user has logged a call for the first time they may either be in the system in limbo awaiting for approval, or if you have added the domain name matching to the account then they may be assigned to that account
Expand all and filtering the system discussions
Hi all, the discussion part of a request needs some additional tweaks so that it becomes more user friendly. I have a list of three proposals for future development should make everyone dealing with requests via SCP quite happy: 1. The discussion section should allow to filter out the system notifications - these are used only for tracking purposes and typically are just polluting the conversation 2. The discussion list should have the possibility to expand all conversations in order to allow everyone
Insert image in a canned response.
Hi, I see that is possible to insert an image when you reply a request. But want I want to know is how I can add an image to a canned response. There is no insert image button. Best regards, Jonathan Alé
Error when configuring mail
I get the following error in Mail Configuration FAILURE : Exception while processing the request. Please report the problem to the system administrator, with the Error Code - 1,392,065,310,979 Any idea how to correct this? Thanks!
IE10/11 bad visializazion of "Heading" icon Nr
It isn't a blocking issue and we can surelly survive with it, but I want just to inform you that the "Nr" icon in the toolbar is not correctly displayed using IE10 or 11. OK with Firefox and Chrome. SCP versions tested 7917 and 7929.
Clearing deleted tickets
We get a lot of spam or mass email replies that come into support center plus and we end up deleting them. These build up very quickly. What is the correct way to clean these out of the support center plus database?
Automatic announcement mail notification
Hi I want to sent an automatic mail when i add a new announcement. İs it posible? Becouse i didn't see any notification rule about that. Regards
Find features (Support Rep mail signature)
Good morning everyone, I have a simple question in the hope there is a simple answer. Where can I configure the e-mail signatures for the Support Rep's?
Automatic announcement notification mail.
Hi I want to sent automatic mail to contacts when ı add a new announcement. İs it posibble? Becouse i can't see any notification rule. Thanks
Starting SupportCenter upon boot in Linux
I've created a simple script in /etc/init.d called adventnet-script. The script contains this code: #!/bin/sh . /root/AdventNet/ME/SupportCenter/bin/run.sh I can run the script from /etc/init.d and it works fine, but when trying to startup on boot it never starts. Under /etc/rc2.d (I've verified the correct runlevel) I've created a symbolic link to /etc/init.d/adventnet-script but still nothing. Update-rc.d adventnet-script defaults produces the same as my manual config, so I'm not at a loss. Any
Automatic Email Issue
Hi We have received an issue where Helpdesk system automatically sends an information email with date and time and known, but client could not get it. For these kind of situations, how can we see the date/time of the sent email in the system? Regards
Announcement feature .
Hi We want to publish our downloadable content on announcement board. But ı can't see any attach field on add new announcement page. And my second issue; I don't want to share my announcements with all my accounts or contacts. Could i choose my accounts who should see my announcements. Regards
Bulk Reply and Resolution
We have some circumstances where we need to bulk replyto many requests with the same answer. Then we closed the request so no extra notifaction is sent. Is it possible to bulk reply or bulk resolve issues? I can see you can bulk close but our configuration means that sends no notifcation. Thanks
Hotfix 7929 released
Dear Customers, Today we have released our latest hotfix 7929. Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of features included and the issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7929 Thank You Regards, Arun SupportCenter Plus
Merging supports and contacts
Hi If ı want to manage my support team on application, after created my account can i add my supports under this account which i created with same support id as contact? Regards
Smart Phone Application
Hi Do you have any smart phone application? If my support team want to login to system on their phone, should they use a browser? Regards
support team tab
Hi. Our customers can't see support team tab. How can we open this feature for customers? Regards Onur
change hardware
Dear all, We need to change our old hardware to new one with SupporteCenter installed on it. I would like to know that do backup, re-install software and restore the database is the only process to do or need more steps to save license key and preserve data. Thanks in advance. Best Regards!
Operational Hours
Hi We want to set different operational hours for every different contracts. How can we do that? Thanks.
Level List issue
Hi We created a level list. If i open a new request as a support i can see level list but our custemers can't see this field on their side. I want to show this field to our custemers request page as mandatory field. Regards.
Sort by issue from contact tab
Hi I want to sort my contacts by their name, login name or smth. But when ı clik to top of the column nothing happens. If ı try samething in account pace i can do. What's the diffrent and how can fix it? Thanks
Individual Support Rep AD Import / Login?
All users are in one OU (managed via security groups) Is it possible to import individual users rather than a whole OU? Alternatively can we manually create the users & then enable AD login?
Set comma instead of dot
The time entery amount is set in dot, is it possible to set it in comma? €70.00 must be €70,00
Row Count next to Views
Hello, I would like to propose the addition of the row count next to the view. We currently have several different views our Support Reps switch between. It would be nice to see if there were actual items that needed addressing before having to switch views. Example may be that I could visually see that there were no Unassigned Requests without having to click to change the view. Thank you,
Contact Reply Loading
Our Support Center Tech is reporting that we cannot view the customer's reply in many tickets. Normally they would click on the red colored envelope next to the customers name, and the customers reply would be displayed. However for the past few days, when they click on the customers reply, they get the green "loading" text in the middle of the screen, and no matter how long they wait, it never loads. (see screenshot) This issue is happening on most tickets, but there are some tickets that actually
UpdateManager skip FileAttachments
Hi, I have a small issue when i am upgrading the SCP system using UpdateManager. I have Tivoli TSM on the server and that backs up everything in the file system and that is how i want it. but the "Issue" i am facing is that UpdateManager backs up FileAttachments before updating and this results in a very very very long update process. Can i run UpdateManager with some param -SKIPATT to force UpdateManager to skip backing up FileAttachments ? Best regards, Valdi Hafdal URL : http://www.vlink.is
Solutions Editor
Hello, I am currently copying an existing Troubleshooting Guide document into the SCP as individual Solutions. So I am copying and pasting items into solutions and then working to format them so they show up ok in SCP. This is incredibly error prone. It seems that the formatting capabilities of SCP just dont work very well with making bulleted lists or numbered lists, especially when working with text that has been pasted in from an existing word document. please tell me that this will be addressed
installing 7.9 SP 2.2. with MYSQL
Hi Guys. I'm installing the 7.9 SP2.2 in a new server (W2003 server) to migrate from old server. When I install it in the new server, it selects the PSQL as default database. After install, I need to change this to use the MYSQL that is installed in another directory. I used the ChangeDBserver.bat utility to use the MSQL databae, and the "Test" is ok. But when I start the ManagenEngine service It doesn't find the Data Base. I suppose that i need to put the MYSQL actual directory in any configuration
Hotfix 7928 released
Dear Customers, Today we have released our next hotfix 7928 Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Here is the instructions link for the upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Here is the list of features available and issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7928 If you need assistance, please send a mail to supportcenterplus-support@manageengine.com
Email Notification When Support Rep goes Online/Offline
Would it be possible to add an email alert from the application when a support representative changes their status to Online, and then again when they change their status to Offline? This would help greatly in notifying the support rep team of who is online and who is not, since the only place in the application where this can be seen is the home tab.
Very very very weird Email fetching failed problem
We have issue with the Mail Fetching, after we will in the Outgoing and Incoming details, it prompted "Settings saved successfully. But an error occurred while trying to check connection with mail server - Authentication Failed using the given username and password." The last attempt to fetch mail is on last Friday 27.12.2013. 1. We had verified that the username and password being used is correct. By creating an account in Microsoft Outlook and even thru webmail. 2. AFTER this issue happened, we
SCP API - Adding Request
I am an experienced SDP user who is configuring a support center plus enterprise edition install for another business unit. In SDP I was able to add requests using a URL such as this: https://my.server.com/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=00000000-0000-0000-0000-000000000000&INPUT_DATA=<Operation><Details><requester>Bob Barker</requester><subject>The Price is Right</subject><description>blah</description><category>category</category><subcategory>subcategory</subcategory><item>item</item><priority>P3</priority><site>Site</site><group>TestTeam</group><department>IT</department><SLA>SLA</SLA></Details></Operation>
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