Description disappears after edit
Hello, We have a problem with one user. When he sends an request and our support rep edits this, the description goes blank. Different support reps have the same problem with that user. Greetings, Lindsay
Editing Contact
I'm having a situation, which i can't pinpoint correctly. I've assumed that every user was allowed to edit contacts. However, now i've realized that it's not correct. Is there anyway to allow users contact editing? In the Roles i see no option, as shown below: EC
Problem connecting to mysql DB
Hi, I have a crash on my server, and when i finally make it run again SupoortCenter didnt work, i check and appear: "java.sql.SQLException: Data source rejected establishment of connection, message from server: "Host 'WIN-V16LC2 is not allowed to connecto to this MySQL server" Is on Windows 2008 server. Thanks.!
Form for adding an contact with no account option
When adding a new contact through the search window: there is no account option. Is there a place to select this fields. If not possible, can at least be considered as a future option.
Requests from all BU in single view
We want a global support can see all request from all business units in one window (view request). How to do it without switching between units?
Releases, Hotfixes, Updates Ideas, and Beta Testers
Hello all, remember me? I haven't been on here for a while for reasons some of you are well aware of, so I maybe out of touch on what has been going on but was wondering if anyone out there could help me understand the follwing The ZohoWiki pages don't appear to have been updated since 23rd July? I don't think I am getting Release Notifications. Please advise which sticky forum post I should be watching to know when Releases and Hotfixes come out so I don't have to keep going on to the site to
Open / Close in one action if customer on phone and issue resolved
Original Post November 2006!!!!! "We have had a discussion in the office today regarding calls that come in by phone which are resolved in the first phone call. We would like to be able to log a call while the customer is on the phone and if we resolve this in the first pass we would like to change the status of the call to Closed to save us some time going back in to the call and closing it, this also reduces the email traffic and customers getting hit with an open email and a closed email immediately
Copying Across Business Units
We are looking to upgrade to 7.5 and use the business units module. We want to have the same accounts and users sync'd between all BU. how can we achieve this?
Why changed the dropdown from the account in the Add contact?
It' became quite a mess, because now, even if you don't have permission to create an account, it allows it!! There's only 2 possibilities: 1. Either you search any part of the name (if you type Accou, it must appear anything that contains accou, for example: "Account" ou "User Account" 2. Rollback to the dropdown! EC
Login page error
After seting up a custom index.html file, we started getting login errors as below. Usually the second attempt would be successful.
Is it possible to add Time spent and cost in closing notification
I would like to know if it is possible to add the amount of time spent and the amount it cost in the template "When ticket is closed"?
How to seup exchange/business units?
Hi, Can anyone please explain how to setup the mail accounts for the different business units? So far I have got business unit A with email address a@hoya.eu and business unit B with email address b b@hoya.eu. If I send a request to business unit A, it arrives and I get confrimation. But if I send an mail to business unit B, nothing happens. Am I doing something wrong or did I miss something? Thanks, Allistair
Email Notification: CC's
Hi there, We came across an issue related to the email notification. 1) Contact has posted a request and this request includes several people in the CC's list 2) SR's uses "Reply" option to reply and but intention to make this conversation private and he deleted the contact email from the "To" and added his superiors email address to get some feedback. Results of above actions: a) the moment SR's clicks on "Reply" button he cannot see included CC's person in an open form. that's why he missed
Contacts Sorting - SCP Build Number : 7909
After installing Build 7909, there's no possibility of sorting contacts by anything, which is quite a problem... Pressing email, account, whatever.. nothing. EC
Skipping Request ID's
Hi, I see that the tool is skipping lots of request id's and when I look them up, they are blank with status closed. Any idea how this can happen and what the reason behind it is? regards Johan
Hotfix 7909 released
Dear Customers, Today we have released our new Hotfix 7909 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#7909 Thank You. Regards, Arun SupportCenter Plus
User added through Log a Call doens't retaing account
While Logging a call: Search account. Choose add request from the desired one. Choose Add more details: Fill the required fiels, and Add request. Confirm new contact User added with no account EC
Duplicate Requests in different BU
We're having several requests which are being created in the 2 existing BU. The BU's have different mails. Is there a away of checking why is this happening? EC
Request not beeing assigned to the right ticket/BU.
As shown above, two things happened in this ticket. First, it was assigned to a wrong BU (check my previous post). Second, and i guess related to that, the request 2373 should have been attached to the request 2368. It's starting to get too much serious this kind of bugs, and i'm starting to get really annoyed. I've received the invoice for the support, and i'm starting to question myself, and to my employers if it's any good.
Closing a Request with Tasks or Events pending
SupportCenter should prevent the closing of a Request when there are Tasks or Events still Pending. What is the community opinion? Victor Freitas
how is date code in database translated to date/time?
In the SCP database on MS SQL, how do you translate the createdtime column entries in the workorder table to a real date and time? number of seconds since 1900 or something like that? thanks in advance, im sure its something simple.
Reconciling contacts
When we reconciles contacts, if the first contact doesn't have a mail, and the second as, instead of using the second as the primary mail, it fills the alternate email field.
SC+ Login Details not displaying in notification email
Hi All, When a user gets their login details shipped to them the Login Name and Passwords are not being included in the email. Instead, they are blank. We are using the variables $LoginName and $LoginPassword. One other thing (but not at all as important), the request link is no longer a hot link, but just text. Of course this works fine for plain text notification emails. Just curious. Any help would be appreciated! Thanks, -Margie
Local Authentication disabling
Is there a way to lock down the local authentication option on the login screen? Also, I would like to modify the login screen further. How can I accomplish this?
Local authentication
Hi, Is it possible for the users that have a AD-Login that they have their local login disabled ? first we just changed the local password to something random but it looks like the password are changing back to default. so people can just login as a differant user with more rights. We dont want to remove local authentication because we do have a few users that login local. Thanks in advance Peter
Remove password reset link from login screen
Is there a way to remove the password reset link on the login screen? Our users are using their Active Directory username and password to log in. We don't want them changing their password for the application.
Attachment field on Time Entry Form
It would be nice to see an attachment field on the Time Entry form. Could this be developed?
The user administrator can't see the requests
We upgraded the support center to the build 7908, one of our users has the trouble that the section of requests appears in blank, any other secction of the portal don't have issues. Any suggestion about this topic is welcome.
Support Plan Change
I have a customer which we sat the support plan as Incident. When we switch to hour based plan, the previous time entry hours dont deducted from the purchased hours. How can we solve this?
Setting a group as inactive
Is it possible to disable a group or to set it as inactive? We have a few groups we do no longer want to use. We do not want to "see" these groups anymore, so that no new requests can be assigned to those groups. Can they be hidden without deleting them? Thanks!
Customer notification customization
I'm needing to send a notification to a group of users based on priority of a request or whether the request has been flagged by another defined field. Is this possible to do and if so, how?
Time Enrty Visibilty
Is there a way to hide time entry tab for costumers?
supportcenter plus - created on field is blank
New requests created created on field is blank.
Log a call button
Hi, Is there a way how I can customize the log call for new user fields? for example add a custom field there? We work with residential customers and would like to quick log a call with customer address. Thank you.
How can I add custom field to "Log a call for new user" form
Hi, everybody, I'm using Manage Engine support center and I need to add an address field to the quick add form. Thanks in andvance
Can we disable requests by mail
Hi, we're looking at SupportCenter plus but only want requests created from a webform. Is it possible to create an automatic reply to mails without a valid request ID, informing the user to use the webform ? And of course not create a request at the same time. Thanks
Report
I need to have a Timespent report ordered by Date-Time of timespent record and gruoped for account with a Skip Page for every different account and filered for date range Someone can help me ? Tks Stefano
Support rep's cost per hour
When adding a time entry I always see Cost per Incident. However with one special request while adding the time entry I saw Support Rep's Cost Per Hour instead of Cost Per Incident. Is there a way to configure so that always Support Rep's Cost Per Hour is listed at the time entry form? Regards.
Contact Name and Email colums mismatch
All, Having just finished installation of product 7.9 build 7908, we are having a problem whereby, the Contact Name is the source of the request but the email address on the same line is that of the previous requester i.e. the person who sent the earlier request. This is confusing. Our installation is for evaluation purposes with intent to purchase. Please advise what we could be missing. See screenshot below - the name charles appearing for many requesters is a coincidence but the last names
database name
I am taking over managing SupportCenter Plus from a former coworker. We are Running on Red Hat Enterprise 5.7 How do I determine the database SupportCenter Plus is using, deploy/mysql-ds.xml says "<connection-url>jdbc:mysql://localhost:33356/supportcenter</connection-url>" but when I connect to the database, the supportcenter database is empty. I have the MySQL password but I need to reset the supportcenter administrator password which I do not have
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