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
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
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