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
HTML button in editor
Hi, I am not sure in what version 7910 or 7909 editing content in html was removed. Why was this removed and can you please enable it again ? This is something I used a lot when thing did not look or work 100% as I would expect. I see when I am writing this post that the button is available here Best regards, Valdi Hafdal
Report Export
I would like to run a report against accounts containing all the data, including email correspondence, but cannot see an option available to do this. Please can you assist thanks you.
Mass Printing
Is there anyway to do a mass print of all Requests ever created? The only way we've been able to print is individually opening each case and selecting print.
Quick question for SCP Dashboard
Is SCP dashboard customizable?
HTTP Status 500 when viewing solutions in a client portal
Hi! if after authorization in SupportCenter to come into a client portal and to try to view the decision we see such error: The reason in settings of the server or a problem in SupportCenter?
Groups / domains
Hi there I have made a Support group SP1 and assigned support reps to this group. Is it possible to automatically assign all requests from a specific account to this support-group? I yes, I have tried to make business rules stating that "sender contains "ccount-domain" ... but it doesn't work. Please advice BR /Ronni
Can user have double roll - both as user and support rep?
Hi Is it possible to make a contact like this: - A contact is connecter to an account as Primary Contact - make same contact a support rep Is that possible? Best regards /Ronni
How to make change "contact" fra mandatory to non-mandatory when making a request
Is is possible to make "Contact" non mandatory when making a request in Supportcenter? Instead on "concact" I would like to make "Account" a mandatory field. Is that possible? Best regards /Ronni
SLA Alerts
Hi, Is it possible to set alerts on customers response also instead of only first response and due date? Regards Johan
Why isn't it possible to change the contact details
Hi, I want to change some of the contact details for a case but cannot do this, it will only change the name but not the account. How can I do this? Regards Johan
portal for customers to view!
any idea how we can get our customers to use service centre through a portal, which enables them to see all jobs but does not allow them to edit?
support center restore
Our server failed and we have reinstall it. I m try to restore support center plus but i m getting the error; INFO: netutilsData :: {RELEASE={version=7.9.0}, BUILD={number=7910}} Aug 9, 2012 7:10:46 AM com.adventnet.servicedesk.server.utils.SDDataManager <ini t> INFO: rebrandData :: {OPMANAGER={name=OpManager}, PRODUCT={name=ManageEngine Sup portCenter Plus}} Backup build number not compatible with existing build stopping DB Server >>>>> true Aug 9, 2012 7:10:46 AM com.adventnet.db.adapter.DBInitializer
iPhone App - 401 error
Hi, My collegues wanted to use SC+ with their iPhones. So they downloaded the app and I upgraded the application to 7910. Now when they try to logon they keep on getting 401 errors. We use AD Authentication and have "Pass-through" enabled. Unchecking Pass-through did not work. Also creating a local account (non AD), did not solve the problem. The normal <URL>/m website does work on the mobile phones. Any idea what could be causing this?
Un-able to modify "Category" field for existing Scheduled Requests
When I try to modify the "Category" field for an existing scheduled request I cannot select anything. Also the field doesn't display the category that had been set. When the scheduled request runs it does fill in the category. If I create a new scheduled request I can set the "Category" field. Can you please help with this issue? Best regards, Allistair PS. I am running Build 7909 on a MSSQL 2005 server
Default request template - uses incorrect 'Level'
Hi Within our default request template, we have created some new 'Levels', and set one of them to be the default within this template. When creating a new request from the 'Add New...' menu, all the values are as they should be. When we receive a request in via email however, the default value we set for 'Level' isn't used (all the other values are as they should be). Any ideas / known issues? Cheers, James
Hotfix 7910 released
Dear Customers, We have released our new Hotfix 7910 Please download the service pack from the following link http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and the new features included in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7910 Thank You. Regards, Arun SupportCenter Plus
Unable to delete product type...
Hi i am going to implement the Support Center Plus in our company and on Product type configuration page when i am going to delete by default product type error is coming unable to delete screen shot file is attached
Next Page