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
All contacts are not sorted
After the recent hotfix, click Contacts and they are not sorted. You cannot click on the field to sort. The only place it is sorted is if you click on the specific letter of the alphabet.
empty scheduled requests after creating them
Hi, I noticed that after I have created some scheduled requests and saved them, and wanting to edit them they are empty, the same for older scheduled requests I have created. Any hints on what this can be? Regards Johan
Link two or more requests
Instead of merging requests that loose information of each one (status, category, etc.) the link should be as a tree connecting related requests and maintaining all the info of each request. Just like if we were adding a new task/activity to a request.
two instants of SCP
Hello, We are planning to use SCP with our vendor, who also has SCP. However, every time there is a reply from each side, a new ticket is created. How can both companies that use SCP work on tickets together? Thank you
How to make a report with page break
Hi all I Want to make a weekly time-spent report with a page-break after each Account Summary. Does anyboby know how to do that? Is it possible!? Thanks /Ronni
Setting up multiple contracts for a products
We have a scenario where we have a few products purchased in multiple quantities by a variety of customers. Some buy a few licences at the beginning of the year, and then a few more of the same product later in the year. They purchase a year support contract at the same time as making each licence purchase. I can add the same product multiple times to the same account at different times throughout the year, with the appropriate number of units associated against each. However, when I try to add
[SupportCenterPlus] Have both http and https
Hi all, I'm looking for help to configure both HTTP and HTTPS binding for SupportCenterPlus. I followed the procedure for SSL and keystore configuration, everything worked fine. But I want, at this time and for a short time (due to SSO), configure SupportCenter to listen on 2 ports, 80 for HTTP and 443 for HTTPS. I don't want to simply change port, what I can make with the bat provided. Is it possible through server.xml ? Any other files to update in order this to work ? Regards and thanks in advance
Special characters in canned responses
We're using canned responses, and, in the sent mail, where getting question marks in the special characters on the subject: Example: Re: [ID ##7##] : Servi?os de Forma??o - Proposta de Fornecimento It should be: Re: [ID ##7##] : Serviços de Formação - Proposta de Fornecimento However, in the main text, everythings ok. Example: Tal como solicitado, enviamos em anexo a nossa proposta de fornecimento de Serviços de Formação [na aplicação] In the request view (inbrowser) everything appears normal.
Using predefined variables like $CreatedDate in the subject field
Hi, Can I use the predefined variable $CreatedDate in the subject field to create a daily schedule with automated date antry in to the subject field and if not how can I achieve this? Regards Johan
Another contact with the same Email ID exist
version 7.9.0 Build 7902. In our company everyone is a support rep and a contact. Now an administrator wanted to add the email-address to one of the support reps. You then get the question if you want to use an existing profile and the administrator answered yes. Now this support rep is no longer visible as a contact and when we try to add him again as a contact, whe get the error message above. We already tried to add a new request through his email-address, but this doesn't work. Can anybody help.
Job Sheet
Is there a way to add the Sub Account to the Job Sheet. I have multiple Accounts/client with a sub account as departments. Thats how I track them with. When I print out a Job Sheet for some hardware the just sees the primary account and then does not now what department it goes to unless you put it in the Subject or Description. Thanks Tom
Linux instalaltion problem. Java? on RH x64
Hi there, I'm trying to install SupportCenter Plus 7909 from a ManageEngine_SupportCenter_Plus.bin file in a "Red Hat Enterprise Linux Server release 6.3 (Santiago)" 64 bits box. I've got some errors: Error 1: Without any option besides the one that creates a log in verbose mode. I create a file called ./ManageEngine_SupportCenter_Plus.sp that contains only one line: "is.debug=1". That file is in the same folder than ManageEngine_SupportCenter_Plus.bin This is what I executed: # ./ManageEngine_SupportCenter_Plus.bin
Impossible to change support reps
Hi! We use SupportCenter Plus license for 5 support reps Now we have to change two support reps (delete two records from Support reps list and add two new ones). It’s OK with deleting, but it’s not possible to add new reps now. Details of problem in added screenshot Is it possible to fix this problem asap? Thank you in advance
Unable to restore database : Unexpected end of ZLIB input stream
Hi, we want to test the upgrade to the latest version in our test environment. However when we try to restore the backup file from our production environment in this test environment we get the error: Unable to restore database : Unexpected end of ZLIB input stream. Even when we shutdown the production environment and then make a backup-file, the restore of this file in the test-environment gives the same error. Is there a problem with the backup or is our environment-database corrupt ?
Customer Registration Error
FAILURE : some problem occured while registering. Please Contact Administrator For Login Details Anyone seen this and know how I resolve it?
Unable to fetch CRM accounts & contacts
I'm trying to fetch Contacts and Accounts from Zoho CRM to the Support Center using the token generated in CRM and it doesn't able to retrieve the infomration. I used Username & password of a person who creates account in CRM but still the same results. What should I do?
Importing accounts from zoho crm
I am logging in as an account manager.I am not able to see the different accounts and contacts that are related.All my accounts are in ZOHO CRM.Is there any way in which I can import all my accounts from zoho CRM.
How to modify register form?
hi all I need to add more field to Customer Portal register form (as Company,..), but I cannot see document to do it. Could you tell me how to do it? tks in advance.
Revamping of Outlook integration
Dear Customers, We are planning to revamp the outlook integration to be more specific to the customer requirements and usage. So we need your inputs for this aspect. Basically , we need some feedback for the below functionalities 1. Currently we are synchronizing the Contacts between Outlook and SupportCenter Plus. We find its more useful for most of the customers as one way import, i.e Import Contacts from Outlook to SupportCenter Plus Is this useful in the other way to update the Contacts
Form Canvas
hi, Below this the custom template layout.. Is it possible to amend the labels of the sections. Like below given as Request Details and i want it to change to some other text based on my requirement.
iPhone App Password Auth Failure
I have encountered an issue with the iPhone App and was hoping for some guidance. Right now, I have the app pointing to the proper IP and port, but I seem to be getting auth failures. Here's what I see: -When I try logging in as me (administrator) I get INVALID_PASSWORD -When I try logging in as other people I either get: NO_SUCH_USER or INVALID_PASSWORD However, there are occasions where I get INVALID_PASSWORD when there is no user of whatever name I put in. We are running SupportCenter Plus on
An option to have "canned" closing of request
Hi It would be nice to have an option to set up standard canned closing for quick phonecalls etc. Predefine solution and timereporting. Process as follow: New request recieved Select a canned close template (where set up with assigned to, solution, timespent etc)This will help to reduse time to close repetetive quick phonecall / mail request Paul
Survey Results
Survey's results are an important maxtrix for support groups. Our company implemented survey's a year ago, but the results are not accurate if a customer selects Not Applicable or does not fill completely fill out. If you click on Survey Results under Admin, sometimes it completely locks up, are not always sorted by date. It would also be nice for a quick view to have the ability to search within a specific time frame and not having to see a year or more worth of results. Yes, I know that there
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