Archiving requests
Hi, In the features list (https://supportcenter.wiki.zoho.com/Features-list.html item SCF-3697) is a description about archiving tickets. Has this feature been implemented yet? And if so how/where do I set this up ? regards, Allistair
Change default domain/auto login
Hello, Is it possible to change the default login option to the secundairy option? By default lokal is selected, but the domain should be selected automatically, because we have the active directory integration enabled. It would be even more nice if the automatically windows login settings could be filled in (that means if you login to you computer then you never have to fill in your username/password if you try to open the supportcenter). This is something that is possible on much IIS websites.
Solutions should be sortable (in Insert Solution view)
Per req ID 6831108: there is no way to sort solutions alphabetically or another way (sort by ID is the default and cannot be changed). I know I can sort in the Solutions view, but that does not help my users. Alphabetic sort should be the default sort or you should allow users to sort by Solution Title.
Bugs found in 7916 - Please confirm if this is the case for anyone else?
1 -- Clicking "Add Resolution" makes the general area disappear without presenting an entry box - does work on Mobile pages (when using the mobile phone version of SC). Have checked in both Firefox and IE, same behavior 2 -- CSS styles seem to malfunction. I will set a font colour for an outbound message (Using Firefox) but the font colour will change when being compiled and sent by SC to customer. 3 -- CSS Styles odd behavior - perhaps related to item 2 in this list, when modifying the notification
Mail attachment in notification?
Is there possible to include attachmants from original request in Notification message? as example in rule "Alert Support Rep by Email when a request is assigned" Thanks for reply!
Calendar and Outlook sync
SC+ is the best, but calendar is poor. Please do consider implementing work week calendar, with technicians occupancy in different colour. That would be conected with Outlook or Exchange. Seamless integration, meaning one can open account, mail, task etc. from Outlook should be final idea.
When I create an incident from the customer portal, the incident is not assigned to a technician?
When I create an incident from the customer portal that is not assigned and not displayed to the technician who is assigned to the specific group. Insert a picture of the problem. Thanks.
Capturing quantity of Product in a ticket using Request Template
I'm configuring the Support Centre to be used by an administration team (not IT) to manage workflow of requests. I'd like to quickly capture the allocation of products to contacts for reporting purposes and so have confirgured a request template to capture this. However, I can't seem to be able to use this feature to capture the quantity of that product allocated. For e.g. We'd like to capture overall costs of a project. John comes to collect 15 bottles of water for a project meeting. I'd like
Supportcenter plus - Ms SQL test and full update only configuration
Hello! We are going to use Supportcenter Plus. Of course we have done a lot of work in the evaluation server No we have set up the full server. Same versions of Supportcenter Plus Windows server 2008R2 on both The full server uses a Ms SQL server (Also on windows server) The evaluation server uses a Ms SQL express (Locally) In full server we have done none of the configurations but we do have contacts and sup reps. We would like to "copy" the configuration (everything but sup reps, and contacts)
timestamp format option
Please add an additional option (for Ticket dates) to have both weekday AND time in AM/PM format? (e.g.: Thu, May 2, 2013 11:59AM)
Rendering Exception
I am using the Configuration Wizard to add Departments. I had previously set them up under the default settings and discovered it was not working. I then changed the site name and started linking the Departments with the sitename which sorted that problem, however, the names in the department list now show up as [Rendering Exception], the information inside each entry is correct and will works correctly in the template, but the list of departments all show up as [Rendering Exception] for each entry
How to change default Font size ?
Hi, I know to change the default font the following value has to be changed: ZE_Init.defaultFontFamily = "Verdana" ; How to change the default Font size from 12pt to 10 pt ? We configured the Font size 10pt in the "Email Templates" but sometimes they appear in outlook like this: "But we do not have any details currently" even if SCP doesn't show this difference. It seems it switched "automatically" to the default font size.
Can not install patch 7914 in Linux
Hi! Forgive my English. I trying to upgrade my SupportCenter Plus (version 7804) to a newer 7914. My command is: sh UpdateManager.sh -c -option i -ppmPath /opt/jboss/upgrades/ManageEngine_SupportCenter_Plus_7_9_0_SP-1_4_0.ppm When I see error: Starting mysql server reverting in preprocessor ======================================================= Error : Please wait reverting to old build!!! 1. Renaming modified mysql 2. Extracting backup mysql =======================================================
Hotfix 7918 released
Dear Customers, Today we have released our new hotfix 7918. You can download the hotfix from the below URL, http://www.manageengine.com/products/support-center/service-packs.html Some of the awaited features are available in this release like Schedule Data Archiving Enhancement in the Survey (Additional criteria can be included for sending surveys) Account and Contact swapping in the Request form (Based on the Account selection, associated Contacts will be listed) Complete list is available from
When I create an incident from the customer portal, the incident is not assigned to a technician?
When I create an incident from the customer portal that is not assigned and not displayed to the technician who is assigned to the specific group. Insert a picture of the problem. Thanks.
Phone systems?
Are there any plans to integrate additional ip phone systems? Tom
Email field in contact area in new request rest to null after typing Name (for new contact)
Scenario: 1. Create a new request. 2. Complete the email field to find the contact by email. 3. No match found, return to Name field and fill in the name. 4. Try to tab to Email field (impossible, so click in Email field): previous value is blown away and I now have to start over.
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
Next Page