BUG: can't delete Requests (Release: 6007 - 6008 )
After Upgrade to Version 6007 we can't delete Requests . Error: ""Request(s) deletion failed" Database: MSSQL After Upgrade to V6008 --> same Problem
SupportCenter Plus - iPhone app released today
Dear Customers, We are glad to release the iPhone app for SupportCenter Plus. Download the app and Connect to our application from your iPhones For more information, refer the below link http://www.manageengine.com/products/support-center/iphone.html Regards, Arun SupportCenter Plus
Ability to sort by timespent columns inside the request
Hello, Some of our technician want to be able to sort the time entries by executed time or cost entry date when they are looking inside a specific request. Andrew
SupportCenter service crashes often, loads slowly sometimes, has a lot of stale requests.
Hello! Having issues with SupportCenter Plus service crashing regularly (at least twice a week) over night when no one is using it. Pages don't load as quickly as expected for a locally hosted database... There are also a lot of stale requests, how do we best go about archiving them ? How do we delete Request Statuses no longer in use?? Thanks in advance.
Customizing Tabs
We're just starting to configure our new purchase, and we're looking at customizing the omnipresent Tabs at the top of the screen (Home, Requests, Solutions, etc). We know we can hide these tabs individually for individuals when logged in as them, but we would like to disable certain tabs either universally or by designated group (role). So, can we, for example, disable the Timesheets tab for a group of technicians that will never need that functionality?
Outlook Integration
What is going on with Outlook. The reason I puchased this product was for the Outlook Integration. I like the product but not the promises. I need to know if this is going to happen or not the promises and wait are killing me. If it is not going to happen with in a resonable amount of time tell me now so I can start looking for another product. Disappointed Client Tom Souza
backUpData.sh - how specify different tmp location?
Hello, Does backUpData.sh have an option to specify the tmp dir location instead of /tmp? Maybe it has a config file (like *.conf or *.xml )? Or, does it look for environment variables like TMPDIR or TMP_HOME to specify the tmp location? SupportCenterPlus, ver 7.9.0 build 7910 Running on linux server with MS SQL database on separate server. When we execute : sh BackUpData.sh --trimmed it failed stating no space left on device. The /tmp partition gets filled up. We have more space on a
Increased info - Conversations page
Original Post September 2006!!!! Told would be in release after Q4 2007, so expect to see this in SupportCenter 7.... (cough) I know there are options in history but I'd like to see any changes/discussion notes/phone call notes/forwarded emails (with attachments ) all in sequence the conversations section rather than having to look on the history/notification history, to see if any of these things have been done. See two page discussion - http://forums.adventnet.com/viewtopic.php?t=19519&postdays=0&postorder=asc&start=0
Does SC+ Have a Bulk Archiving or Delete Facility?
As you accumulate cases over a number of years you will eventually want to archive old requests out of SC+. I haven't seen an admin option for this purpose. Is there an archiving or bulk delete facility that will let you export or delete Requests out of SC+ (e.g., all requests that were closed within a nominated period)? Thanks
maintenance on DB??
What should be done on the DB over time to insure the system operates efficiently? Is there a way to archive/compress or delete attachments in the DB as a recurring task??
Support Center Plus & TFS Integration
Hi, Is there any SCP and TFS integration at the moment. I have read on the Service Desk forum that some was coming and I know that these systems are very similar. Is similar planned for SCP? Thanks, iSAMS
Hotfix 7912 released
Dear Customers, We have released our new hotfix 7912. Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of features and issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7912 Please take a backup before the upgrade Thank You. Regards, Arun SupportCenter Plus
SupportCenter Wiki Page not updated since 7904, now on 7910.
SupportCenter Wiki Page not updated since 7904, now on 7910. https://supportcenter.wiki.zoho.com/SupportCenter-Plus-Wiki-Home-1.html Should show and list, Roadmap, Issues, Hotfixes, Enhancements. Please update Cheers Rich
Problem with subject headers changing when replying
Hi, I have this issue when I communicate with another support center: For example: I send email with this subject: Problem with xx [Fwd: ##15519## : unit xx is not working] They respond with this subject: [Support #YMF-870-59464]: Problem with xx [Fwd: ##15519## :unit xx is not working] When I hit respond again I get this subject automatically: Re: unit xx is not working [Request ID :##15519##] The problem is that I then need to manually paste back the other support center's code, or a new case
SCP Request Add-in Outlook 2010
Hi, I have developed an add-in for Outlook 2010 that uses your API I put it into production in our company on 40 workstations and the result is unbelievable now all of a sudden ALL of our employees are registering more requests and even our CEO and sales are taking more part in using Support Center Plus to create and manage requests the increase in request creation is around 15% I would really like to take my add-in and take it further but to do that I need more features in the API For example
can you give us the datamodel for support center plus 7.9.0
Hi, We're from K3 Business solutions and are creating a dashboard in Qlikview on this and some other systems we're running. The table structure is very unclear in SC+, do you have a datamodel or table definition sheet to help us? Kind regards, Johan Vermeulen Pre-sales consultant Product owner Business Intelligence K3 T.: +31 (0)15 251 6555 M: +31 (0)6 46141219 E-mail:johan@k3business.nl
Own email account for each business unit!!
Hi, I tried email settings for 3 business units and faced an issue that I can only set one account for entire business units. This means I can only fetch emails from one email addresseven though each business unit has its own email address. Email aliasing could not help this one since my exchange server was using Global Address List. This caused me to create 3 accounts (Let's say test1, test2 and test3), then forward all mails in test2, test3 to test1. This solved my problem for now. However,
Sharing solution knowledgebase between business units
Hi, I would like to know if it is possible to share the solution knowledgebase between business units. Is there an option to do this or do I need to run a commnd? As it is now if I create a new business unit, it starts with a blank solutions knowledgebase. I would like to, at least, copy default knowledgebase to a new business unit Best regards, Allistair
Solution Format Issue
Hi, We have been experiencing an issue where under our Solutions tab we have a Release Notes 'solution' that we edit and update everytime we release a new version of software. However, anytime after saving the solution when it is clicked on to edit, the formatting starts coming undone, primarily through extra lines of space being added after every line of text. We thought maybe there was a conflict with format styles and created a new solution that had one format through all of it in order to address
Moving contacts from account to subaccount
Hi, We have two accounts: - - Account: Moe o Subaccount: Larry - - Account: Curly The two accounts have several contacts. We would like to change these accounts to one account with three subaccounts: - - Account: Stooges o Subaccount: Moe o Subaccount: Larry o Subaccount: Curly The contacts that are now linked to account ‘Moe’ should then be linked to subaccount ‘Moe’. And the contacts that are linked to account ‘Curly’ should be linked to subaccount ‘Curly’. Is
Create Scheduled Backup Task
Hello all, I am trying to configure win 2008 r2 with a scheduled task to execute this .bat file C:\ManageEngine\SupportCenter\bin\backUpData.bat Somehow, this does not seem to work as it is not calling up the .bat file. Is there perhaps an extra line of code, ManageEngine can provide that I can include with the backUpData.bat file so it will execute everyday at 12h00 PM? Thanks.
User Settings - Roles / Access
Hi, Is it possible to limit the access to the Reports but still give the user access to a dashboard (view only)? We achieve this at the moment by disabling the Report Tab by this sort user. However this option is no longer working for us and we our looking for a much securer way of solving this problem. Regards David
Request Closing Rules
Hi, Is it possible to adjust / set the Request Closing Rules in such away that a Support Rep is unable to close a call and is forced to use the Resolved option? Regards David
New device templates?
Are there any new or additional device templates for Centre Plus, I'm looking for one for a Microsoft Forefront server
SupportCenter Plus Roadmap
Dear Customers, We have updated our product Roadmap list, please refer the link below http://www.manageengine.com/products/support-center/roadmap.html A tentative release date is marked along with the features. For rest of them , we will update the time frame later. Regards, Arun SupportCenter Plus
Delay in support center becuase of creation of reports
Dear Team, Kindly be informed that when creating report for our accounts created on the support center since one year it seems to be running but this report hangs after that.really i want to create this report for all customers within this period based on some conditions but with no success your response is highly appreciated
Is it possible to create a canned response in notification templates with a contact's first name only?
Hello, In the notification templates section, there's a part for creating canned responses. We can use the variable for contact name, but the pulls the contact's full name, while we only want the first name. We want to say "Hello John," instead of "Hello John Doe,", as this sounds more natural. Is there any way to pull only the contact's first name?
Incoming Call alert Not Coming for Avaya PBX
Hi, We are trying to setup a demo SupportCenter Plus system for our office. We are not able to see any incoming call alerts on the application when a support representative is logged in. Outbound call alert is working. Need help on the same.
Move Reply/Forward buttons in conversation threads
Hi, Could someone please let me know where the HTML/XSL can be found which creates the Reply, Forward, View History, Split as New request and Delete buttons in the incident conversation threads? To be perfectly honest, I've given up waiting for you guys to move it to the top of each reply (like any normal email client) so I'd like to add it myself for our system. I'm sure I can find it myself, but I thought it'd be easier if someone there was able to let me know. Thanks, Andy
Maximum capacity of request description
Hi, What is the maximum capacity of request description? Thanks,
New request is created when request is moved to different BU
Hi, I'm trying to use multiple BU's for our organization. Our organization is setup like this: - We have a help desk that assesses all incoming mail. (We made this "DBU"... is that OK?) - We have several BU's that handle different parts of our customer base - Help desk moves a request to the appropriate BU after arrival of a new request. It's important to understand that BU's don't have their own external e-mail address, all their conversation takes place using the "general" e-mail address (support@mycompany.com)
Attachment download error
Guys, We migrate SC Plus from a Linux server to a Windows Server. Every thing worked fine except the download of solution's attached files. This is the issue: 1. All files attached to SC Plus while it runned in Linux environment returns a error message. We found these line in log file: [13:41:34:821]|[08-15-2012]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[INFO]|[24]|: Error !!!. Table header value not found for key - | [13:41:34:821]|[08-15-2012]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[INFO]|[24]|:
Looking for Hosted Solution
Hi, Please let me know if you are offering hosted solution of SupportCenter Plus.
Edit Solution, Incorrect Russian translation
SupportCenter Plus Version : 7.9.0 Build Number : 7902 1. Edit HTML: 2. Insert image: 3. Keywords:
E-Mail Command Settings doesn't work
Hi! Аfter updating to version 7910 in settings there was "E-Mail Command Settings". In attempt to pass to this section of the menu we see this message:
Search by tag
According to the release notes, it should be possible to search by tag. (build: 7601) Tags Option to add new tags to requests Option to set an already added tag to a request Option to search on the associated tags. I succeed to create and add tags to requests, but I have no idea how to search for a tag... I tried typing the tag in any of the search boxes, but that did not work... How can I find all issues with a particular tag?
API - functions
Hi, are there no functions in the API to get groups ,support reps.,status,priority ? Best regards, Valdi Hafdal
Looking for Hosted Solution
Dear Support Team, Please let me know if you are offered hosted solution for Customer SupportCenter Plus and pricing. Thanks, Ali
Backup restore issue
When i try to restore manage engine support center plus, getting the below error. Please wait extracting backup file 29.A─ƒu.2012 03:02:03 com.adventnet.j2ee.deployment.service.internal.JarExtracto r extract INFO: Extraction for D:\FileServer\Teknik\ManageEngine\SupportCenter\backup\back up_supportcenter_7906_fullbackup_05_17_2012_16_34.data to C:\ManageEngine\Suppo rtCenter\bin\.. Active DB Server = mysql java.lang.RuntimeException: Instruction unknown: load─▒nstruction at com.sun.org.apache.bcel.internal.util.InstructionFinder.mapName(Unkno
Outlook plug-in
Hi, I seem to have a problem using the plug-in with outlook 2010 and I guess for some reason it is not compatible. Is the plug-in not under development ? One this that would save a lot of work if it would be implemented is the ability to right click a message and Create request in SCP. Best regards, Valdi Hafdal
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