install web server error
hi, When trying to install appeared error in installation. Here and print logs. Tiago Toledo - Bigode Blog: http://www.pastelariadigital.com.br
Customize Support Rep Notification on assignment
I want to be able to insert an alert message to the Support Rep when certain types of tickets are assigned to them. I know I can edit the message content via Admin / Notification Rules / Support Rep Notifications / "Alert the following Support Reps by Email when a new request is created" / Customize Template. It seems on Customize Template that I only have the ability to insert the contents from about 30 different fields. There's no support for conditional logic on the Customize Template nor
Registered period has expired
Dear all, after our license of supportcenter plus has expired we getting this failure when we tried to start the service again: Server is starting. This may take a couple of minutes ... ERROR CODE : 519 Registered period has expired Please contact AdventNet, Inc. 5645 Gibraltar Drive Pleasanton, CA 94588 USA ... Now we've renewed our registration but we don't know how to get the new registration key into the system. The only description i've found: Instructions to apply the Registered License File
Canned responses available to specific roles of support reps?
We are running 7.9.0 build 7916 of SupportCenter Plus. It looks like canned responses can only be made available to ALL support reps. I have canned responses that I only want specific roles to see/be able to select. Is there any way to do this? It looks like an all or nothing option right now: "Allow all Support Reps to access this template" Thanks - Annette
Reply/Forward always uses subject of request, not the subject of the last exchange
We are running 7.9.0 build 7916 of SupportCenter Plus. When we use a canned response in a reply or forward, subsequent reply/forward actions reset the subject line to the original subject, not the one we're responding to. Example: a. User sends request w/Subject line: ECF Strike 12-12345 b. Help desk staff "replies" to request w/canned response, and Subject line is changed to ACTION REQUIRED: Deficient Filing in case 12-12345 Steven Dhillon, et al v. Alejandro Mayorkas, et al [ID: ##3731##] c. Attorney
BCC recipients in reply/forward LOST when saving draft
We are running 7.9.0 build 7916 of SupportCenter Plus. When we reply to a request, we usually include BCC recipients in our office (not always the same people). If we include BCC recipients and then save the reply as a draft (to be reviewed or edited), the BCC recipients are no longer there when the draft is edited the next time around! Is this a known issue? Do you have a solution? Thanks - Annette
iPhone App does not download all Accounts and Contacts
The iPhone App for SupportCenter Plus will not download all of the Accounts and Contacts from the Desktop application. If you add a support request to the desktop application with the correct Account and Contact and then open that request on the iPhone App, the request information is there in the Requests Tab. You can even open the request and use the Contact Info button to see the contact's full information. However, if you do not go into the request and simply open the Accounts or Contacts button
Group rules vs. request templeate
Hi, I am have just created a group called XX the inbound and out bound email address for the group is xx@xx.is when i send to the email address xx@xx.is the group does not get assigned to XX I think the default Request Template is overriding the group. Is this normal behavior ? Best regards, Valdi Hafdal
Response time column
Hello, I'm checking if SC can make any calculations in custom report, we are looking to get Response time value as CreateTime - Responded Time, looks like the only option to achieve this is Custom query, but I have to idea how to make this since even copying existing report quety (it works from Report secition) causes query window fail. Query: SELECT std.STATUSNAME "Request Status",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Contact",org.NAME "Account",wo.TITLE "Subject",wo.CREATEDTIME "Created Time",cd.CATEGORYNAME
Drive Time
Is their a way to add travel time that will calculate when you add a time enrty in Support Center Plus? Tom
Support Center Enterprise 30 Days Trial without API
Dears, kindly, we got the trial version of support center Enterprise Edition version 7.9 30 Days Trail On Linux "Ubuntu 10.04" We was looking for the API for integration with support center. but when we browse the Admin -> Global Settings -> API . we found the below screenshot. How to activate API for support center enterprise and to generate our first API-Key ? Best Regards, Shenouda Bertel
Support Center Enterprise Edition 30 Days Trial without API
Dear Team, kindly, we have download the 30 days trial version of support center plus version 7.9 for evaluating for our needs. Mainly we was looking for the API Integration which is available from version 7.7 In enterprise versions only. We now have the Enterprise version installed on Linux Server "Ubuntu 10.04" when we check the Admin -> Global Settings -> API we got what on the attached image. So, how to activate the API Usage on Support Center Plus on our local deployment on Linux and to Generate
Copy Paste IE
Hi, I have been testing paste in line images functionllity you added in the latest release. Issue ID:9237 It seem this is not working in Internet Explorer. I have tired it in IE 9 and IE 10 Is this know and will be supported any time soon ? Best regards, Valdi Hafdal
Define Support Rep as Account Manager
Is this possible to do? We would like to define a current and active Support Rep as an Account Manager. They would still have open, active Requests, but also notified if issues are reported by those accounts which they are Account Managers. Thanks, Matte
Emails containing High importance flag should go to high priority automatically
Original Post Feb 2007 Even though I was told this was in the roadmap please vote here. To see full post see here. http://forums.adventnet.com/viewtopic.php?t=34172
Assign a secondary engineer/group if you are set to OUT?
Requested Mach 2007 Assign a secondary engineer/group if you are set to OUT? Person should go to in automatically if logged into the system. See large post http://forums.adventnet.com/viewtopic.php?t=43011
Help Desk Customizer Sub-Category & Items added may or may not appear in Request
When using the Admin Tool in SupportCenter Plus and modifying the Help Desk Customizer, new Sub-Category entries and Items entries don't always appear in the drop down list inside the Request. They show up in the Help Desk Customizer just fine and can be added, deleted, and re-added but those entries will not show up in the drop down list inside the Request. Please help! Skurfer
Printing Scheduled Reports
I'm having difficulties get my scheduled reports to print in a readable format. The reports print fine directly from the support center. They also appear to be fine when I email a report from support center. Something happens when I schedule a report to be emailed and then try to print them from email. The reports are sent as a PDF. I have run numerous tests to try to pinpoint the problem. All tests are run with a PDF. Please help! I do not want the user receiving these scheduled reports
A link in a notification redirects to the business unit from the last session
Hi all, This is an issue that was discussed previously with the support. I will post it however so that everyone can get a chance to vote for including this functionality in one of the hotfixes, prefferably not in the very distant future. When clicking on a link of a request, SC+ would not open the request itself if in the last session I had selected a Business Unit different than the one the request is coming from. Example, I get a request from BU1. but last time I was working on the SC+
Contact Details
There are some customized information that we have for a Contact.However, if you have a request open, you have additional clicks to see this information. It is great that we can customize categories and other information. But it would be helpful to see that we can customize additional information in the Contact Details. It would save time and clicks and also ensure we are capturing this information.
Scheduled Survey Reports
I have scheduled a survey report that is individualized and goes to each member of the team. Some weeks everything is great and the report goes to the right person. Other times it seems that one person's report is sent to several members of the team. Nothing has been changed. If I do add a new team member, and set up a report for them, it affects others in the group and again the wrong reports are sent out. Thanks Kathy
iPhone App Time Entry Bug
In the SupportCenter Plus iphone App, there is a problem with the Total Cost calculations when adding a Time Entry to a Request. When adding a Time Entry, you choose your support rep and let's say he bills at say $125 per hour. If you enter say 1 Hour and 25 Minutes as the Time Taken to Resolve, the Total Cost field disregards the number of Minutes in the calculation and only multiplies the number of hours by the bill rate. So for example: Support Rep Bill Rate is $125 x 1 Hour 25 Minutes Taken
access to postgre SQL
Before to access to mysql we used this port mysql.exe -u root -P 33356 supportcenter, but now Which is the access mode for postgre sql and its port ? regards
contract
We used SCP since several month now and we have a big problem with contracts. We can't import contracts like for contacts or accounts. this part it's really important We have contracts during short or long periods, we have the modifications during all the year. I read that a some persons had already made this request for a long time but no success. This import will be possible one day in SCP?
iPhone App bug
The iPhone App for SupportCenter Plus has a bug in it. When entering a Time Entry on a Request through the App, in the Time Taken to Resolve field it does not calculate or consider the minutes when multiplying the Support Rep's Cost per hour x the Time Taken to Resolve. Example: (Time Taken to Resolve) 1 hour 43 minutes x $125 per hour (Support Rep Cost Per hour) should = $214.58 Since only hours are considered in the equation and minutes are not considered, cost comes out to only $125.00.
Issue when a Support Rep creates a new request via Email.
When our support reps send an email to our ticket system to create a ticket (on behalf of a customer(account) most of the time) the ticket system assumes one of our active accounts.. which only has a 1 in 50 chance of being the right customer. I know we can then go in and change the contact field to a valid contact for the desired Account, and so force the resulting ticket into the correct Account after the ticket is made.. How can we tell (and manage) what end account will be assumed for any
How long before a DRAFT saved expires?
How long before a DRAFT saved expires? Will the drafts be deleted once a ticket is closed?
Hotfix 7916 released
Dear Customers, Today we have released our hotfix 7916. Here you can download the service pack http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and features available in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7916 Thank You Regards, Arun SupportCenter Plus
Email Signatures
Is there a way to create a global email signature? I want to add one so that any time a support rep emails from the system, it defaults to the global signature.
Viewing your Open and On Hold tickets + Unassigned in the same view
Is there any way to view following ticket types in the same view? All of your Open ticket All unassigned tickets All of your On Hold Tickets It seems that with the view creation interface I can have two of the three, but not all three. For example, I attempted to configure as such: http://grab.by/iRlq However, with the OR modifier, it also shows all tickets that are currently open, so I get everyone's tickets. With the AND modifier, I don't get anything, because it's impossible to show me tickets
XSS security vulnerability
There is a XSS (Cross-site scripting) vulnerability in SupportCenter Plus. I have used the feedback option in SupportCenter Plus to notify the correct people but they are not responding. Either they don't care or they didn't receive my message. I will give them the benefit of the doubt and wait for a few days before disclosing the vulnerability on this site.
Support Center Plus Version 7.9.0 build 7903 new Product Type dose not show up in pull down menu in contract page
I have added new products to the "Product Type List" tab under administration account settings however they do not show up in the pull down menu in the accounts tab when trying to associate the "product" to the account. The old "Product Types" are listed but not the newly added product types. Because of this, there are no "products" listed in the Contract Tab for the contract I am trying to create. Not sure where to go from here. Any help would be appreciated. Mark
Copy/paste clipboard images into customer responses
Hi, I just noticed that a new copy/paste functionality has been introduced to SDP where you can copy/paste clipboard images. Will this feature make it´s way into SCP as well? We need to be able to paste clipboard images when answering customers. /Best regards, Mattias Sundberg
Install on a web server
Hello all, i got a webserver hosted and i want to try this software in there. How can i do that?
Regarding esclation in support center plus
Hello, I am evaluating support center plus and would like to know if support center plus support esclation of tickets on regular intervals if the ticket has not been resolved or assigned. Thanks, Zealot
Parsing e-mail's from some web-mail services
Similar problem in SupportCenterPlus 7905 https://forums.manageengine.com/topic/parsing-e-mail-s-from-some-web-mail-services
SMS Notifications - Set to use only out of hours and only certain customers or SLA types?
Hi SC I think it would be a good idea if you could set SMS to only operate on the following conditions If an Account has been marked as Notify by SMS If it is out of normal Working hours accounts marked as above would be notified additionally by SMS. If a particular Account has a 24 hour contract that could be defined in the SLA and outside working hours I don't want notifications to go SMS all the time, there may be a way of limiting this but I can't see one, Cheers Rich
Limitations of support center
Dears Kindly be informed that i want to know the limations of the support center like The number of records in the database the size of the database the Ram Size Disk storage and so on your response is highly appreciated ASAP
Cann't Archice Tickets
Dears, Kindly be informed that i have supportcenter build Version : 7.9.0 Build Number 7913 Run on Sqlserver 2008 R2 installed on windows Server 2008 R2 using 14GB ram i have 64000 TTs i want to archive this tickets but i cann't due to an error occur when i do this task Kindly find thread dump file the support file in the attachments kindly advise me how to solve this problem Note:- I have Tickets merged to the tickets that i want to archive may this case cause this error
Increase number of items in list
Hello, I'd like to increase the number of items I can list to apply mass changes. The list is 100 max today, it s possible to display more ? Thanks, Romain.
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