Moving physical server - different database - won't restore
Hello, I need to move SC+ to a different physical server. I have upgraded the current install to the latest version and downloaded the same versions installer to the new server and installed it. However first problem is that Manageengine now fail to supply MySQL as an installation option for the database. Anyway I backup the existing data and transfer the file to the new server. Now SC+ on the new box has been installed with PostgreSQL. It has been started and everything works like a brand new
Notification Rules > Reply Template > E-mail signature appearing before reply template
Hi all, We're trying to have the following template with the personal e-mail signature (the one defined in PReferences) below the $SupportRep: "Hi $ContactName Regards, $SupportRep <e-mail signature would go here> $Description$Title $RequestLink" However, when we put this in, the personal e-mail signature goes above everything. How do we change the position of the e-mail signature?
Language Problem In SCP
Can the SCP support Traditional Chinese language when user submit ticket through mail? Because there is Unrecognizable Characters if using mail to submit ticket with Traditional Chinese typed in title and description!
Support Center integration with Bugzilla?
Hello We currently use Bugzilla for bug and enhancement tracking, and I was wondering if there is a way to link SupportCenter requests to bugzilla, either seamlessly or simply by having a "external link" field where we can enter the bug numbers use as a cross reference. By "seamlessly" I mean that we don't have to enter responses twice - entering a comment into SupportCenter would automagically update the relevant bugzilla entry, and vice versa. Regards Diane
twitter
Hi guys, Could someone please explane to me what good twitter would do for support, and how the add-in for SCP is working?
Where does email notification go if request is Unassigned?
If I add a note to a request that is not assigned to a support rep and I select the E-mail note to support rep checkbox, what happens? As a user, I would expect some kind of message telling me that nobody is assigned to the request - but instead, the dialog box just closes with no notification. Do you just throw an exception without notification to the user?
create requests
Hi, we're looking at SupportCenter plus but only want requests created from a webform. Is it possible to create an automatic reply to mails without a valid request ID, informing the user to use the webform ? And of course not create a request at the same time. it's only new requests that we want to avoid. When a request is created by the webform, it's ok to update it by mail. So only mails without an existing, valid and acitve request ID should be rejected.
Change History Tracking in Support Center Plus
Hello I use the 'history' tab all the time in the requests. What other history tracking is there? For example today i found a change had been made to a support Rep. I would like to find out when that change was made and by whom. Is there any tracking available for changes to items other than requests? Also.. sometimes we delete requests. Is there any history left AFTER a request is deleted? Maybe an independent table to track all changes would allow you to track and report all changes
Notification when a ticket is resolved
As a dispatcher, I would like to check all the tickets which are resolved by the technicians. For this I need to receive notifications whenever a ticket is resolved. Is this possible? Regards.
Support Center-Search by a custom field value
Hi, is there a way to search inside Support Center by a value in a custom field I added a "Serial Number" custom field in the sales additional field , when I receive a request by phone from a customer I need to validate him against the serial number of the product he purchased to check if it's under support or not before accepting his request. thank you
http://demo.supportcenterplus.com/ Down?
Hi, I cant reach http://demo.supportcenterplus.com/, is it down? Kind regards Robert
Popup/dialog placement with Dual Screens
When running reports and editing the filter criteria (eg. account reports by product, setting product filter criteria) when clicking the star icon to invoke the product list popup - if the browser session is on the 2nd screen the popup appears with a massive horizontal offset requiring the user to scroll right a long way to select the criteria If the browser is on the "home" screen this does not happen. Using IE9 - doesn't matter whether I set Compatibility Mode on or off, same happens. Ditto
Extra lines problem again - I'm the only one, surely?
Hi Support, I'm sure i have had this discussion with you before and, after a company meeting my Managing Director wants to make sure we get the best use out of the functionality of SupportCenter. We aren't getting this at the moment as we use SC to assign ourselves calls and then reply from Outlook as we can insert pictures, do email formatting the way we require as SC isn't good at this, and then CC the email back into SC The problem with this is we can't record against SLA's as an outgoing message
Automatic status updating via business rules
Hi, I can someone please explain whether it's possible to automatically change the status of a request when a response comes in from a contact? At present our requests are put on hold whilst we are awaiting a contact response so that the SLA levels aren't breeched. Currently there is a requirement from our Support Reps to manually monitor for responses to requests awaiting response in order to change the status from on hold to open again so that the SLA counter continues. I would like to remove
Matrix Report Time Takan to Resolve
Hi All I want to create a time taken to resolve summary report. How can I do ? ( I have Custom fileds)
Support Center Error Apache Tomcat/5.0.28(The full stack trace of the root cause is available in the Apache Tomcat/5.0.28)
Dear team kindly i used support center 7.8 and i face always and daily these error which is state below: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available
Saving Drafts
Morning! Does anyone else use the 'Save Draft' feature when replying to Requests? I hadn't been, but one of my support team raised an issue with this today - although you are able to save a draft, and the GUI indicates that it was saved -- the Request does not prompt you to indicate that one is available.
How can Account Managers get access to reports?
Our account managers need access to the reports for their accounts. I can't see a way to enable the Reports tab for Account Managers. Is this possible?
Add Attachment
You need to add the action: "add attachment" as ServiceDeskPlus in SupportCenterPlus Everyone need this!
Problems Updating from version 7905
Hi I try the updating from version 7905 to 7917, i should install first the version 7914 but when the updating start they stop after unpacking and STOP and redirect me to this page On Upgrade failure : and don't give me any message. Could you help me? Many thanks Riccardo
Following or watching solutions.
Hi, We have several solution in our knowledgebase regarding software we have developed internally. Every time we update the software we also update the solution. Is it possible to add an option for contacts so that they get a notification every time the solution is updated? Something similar to the "Follow this Topic" button on this forum. Best regards, Allistair
Hotfix 7917 released
Dear Customers, Today we have released the hotfix 7917 Hotfix can be downloaded from the below link http://www.manageengine.com/products/support-center/service-packs.html List of new features and the issues fixed in this hotfix details are available from the below link https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7917 Click here for the upgrade instructions Thank You. Regards, Arun SupportCenter Plus
Multiple Account Managers for one Account
Hello! Our company has a few big clients which have several account managers, one for each software developer. The problem is that now it's impossible to add more than one account manager to the client's account. Please, make it possible to link multiple managers to the client account and it would be really awesome to create rules which one of managers should be notified based on filters (product/group the case was created for, etc). Thank you in advance. Respectfully, Eugene
Business Unit Categories and other options
I want the ability to "copy" an entire Category layout from one BU to another. For example when switching on BU having used SC+ in non-BU mode for some time, all the categories I need are present in the default BU. When I create new BUs I have create the entire category list again. Now I appreciate that some BUs may need a totally different category list, but having to add the same list again (over 100 catgeories in our case) is going to be very tedious. We should be able to duplicate the lists
How do I change the color of the page header
I need to change the color of the page header to better match our corporate colors. Has anyone had any luck doing this? I found a couple of threads from 2009 but neither worked.
Request View Page Enhancements
Hi All, The following are the Request View page prototypes. Please find the screen shots attached below. Header All types of request status can be changed from "Status" menu on top. Request Sender (Contact & Account details) actions can be on a hover popup to make the header lighter. Request SLA compliant status can be shown in the header itself (eg., First Response time is overdue) To navigate easily between requests "Next" and "Previous" buttons are given on top Description Made it compact with
Start from a higher case id.
Hi, Now when you have changed the db engine to PostgreSQL I guess you cannot use the previos post on how to change the "starting case id" in SCP anymore. Can you help me out with this? We don´t want to start from ##1##. /Kind regards, Mattias
SCP Daily Maintenance Scripts
For anyone who read my long rant from last week about my adventures in back and restore of SCP, I believe the last thing I had mentioned was that I was putting to use the knowledge I had gain from those adventures into building some maintenance scripts. I figured I would share these with other SCP users. ***DISCLAIMER - Use these scripts and information at your own risk - neither myself or my employer will be held responsible for any outcome of any sort - past, present or future - that results from
Advisory Alerts
It would be great to be able to put an advisory on an individual contact. Right now it is on Account. I have customers that are associated with an account. It would be like having a customer that is associated with Best Buy. I would like to be able to put the alert on the customer as they do not work for the account but rather is a customer of that account.
Support center Plus on MS SQL Server
Is SupportCenter Plus supported on MS SQL Server instead of MySQL? If so, is it possible for existing users to migrate their MySQL data to MS SQL Server?
Adventures in upgrade, then restore, then trying to fix the restore, followed by migration to 2008...
(forewarning - this is rant about a failed upgrade from 7913 to 7916, a restore to recover from the failed upgrade, followed by a migration from 2003 to 2008R2 - all with some lessons learned in the process thrown in. I wrote this in stages over the past 24 hours so grammatically it may be literally fubar... sorry - I just need to vent) I was running 7913 on Windows 2003 x86 and figured it was time to upgrade to 7916, in preparation to go to 7916 on 2008R2. As is usual with SCP patches (at least
Permanently delete requests & BU
Hi, I've a Business Unit in SC+ which I want to completely delete to save space and reduce daily backup size. I tried archiving the BU, archiving the request, deleting the request. But none of these reduced the file size, deleted the email attachments or reduced the backup time or space. (Have nearly 480 Requests with attachments in the range of 1-5MB which will make a substantial difference in backup & file storage) Pls. advise how to permanently delete requests with their file attachments or stop
Connecting to Support Center mysql database
Can someone please help with connection to mysql database from a mysql data connector?
Deployment Projects in Support Center Plus
Hello there, My company has purchased the Support Center Plus product and we are going to be using it for a variety of things including tracking hours worked/time spent on Customer Deployments. Basically, support center plus is involved in the customer relationship right after the sales process closes. At that point we need to help to set up the customer (connectivity testing, firewall, and other tasks/milestones). Here is how we are using support center plus to do this. -I created a request template
Client doesn't start
I have installed SC+ and also the DB is created in my MSSQL instance. When i start the server i get the following message in server =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\SupportCenter\bin\\.. . JAVA: C:\ManageEngine\SupportCenter\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\SupportCenter\bin\\.. -Dprogram.name= run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServer
SupportCenter Plus 7915 released
Dear Customers, We have released 7915 (exe/bin) with PostgreSQL 9.2.1 as a default database from this build.Service pack (ppm) will be available soon. Here you can download the installation files http://www.manageengine.com/products/support-center/download.html From this build 7915, our application will be bundled with PostgreSQL as a default database instead of Mysql. Existing customers using with Mysql datbase can continue with the same database. Thank You. Regards, Arun SupportCenter
Error Upgrading SC+ from 7909 to 7914
Trying to upgrade from 7909 to 7914 and it simply fails. Log's attached. Appreciate your support. (Existing 7909 Details: Win2K8 R2 64bit, 4GB Mem\ 8Gb FreeSpace for Data \ SQL 2008 Std on Same Server) 7909 continues to work without issues. Error Snap Error Log: updatemanagerlog Feb 23, 2013 7:17:41 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Feb 23, 2013 7:17:41 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode Feb 23, 2013
[Render Failed] Error on Requests Page on Data Restore
On seeing a 7909 error on upgrade to 7914 - I decided to get things checked. I did a backup of my SC+ 7909 and tried to restore it to a different machine - everything worked except the requests list page shows up as [Render Failed] [Render Failed] [Render Failed] instead of ID, Subject, Account Name ... etc for all rows. All other sections work - Contracts, Solutions even the Reports do work. The only way I could fix this was by getting a standalone Database Backup restored & replacing the DC+ Restored
Contact Pop-up Alerts
Would love a feature where if a CSR selects a contact or account while opening a new request, that a pop is displayed with an alert message that can be set by a supervisor or lead. For example: 1) Customer John Doe is irrate and makes threatening calls. 2) Supervisor/Lead puts an account/contact alert that says "Please contact a supervisor immediately on this individual" 3) Customer Calls In 4) CSR creates a new ticket and puts in customers name 5) Account/Contact Alert Pop's Up CSR can only dismiss
Client doesn't work at localhost
When i start my server i get the following information : =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\SupportCenter\bin\\.. . JAVA: C:\ManageEngine\SupportCenter\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\SupportCenter\bin\\.. -Dprogram.name= run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServer Impl -Djboss.boot.library.list=log4j.jar,log4j-boot.jar,jboss-common.jar,jboss-s
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