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
Delete forgot password link on customer portal
Dear, Is it possible to delete the forgotpassword feature for our customer. Indeed we dont want our customer to choose and change their own password. We give them. So is it possible to edit the customer portal html part to delete the "forgott password link" file C:\ManageEngine\SupportCenter\applications\extracted\AdventNetSupportCenter.eear\AdventNetServiceDeskWC.ear\AdventNetSD.war\common\PortalLoginAndSideBarSection.jspf seems to be the good file. But editing it dont change anything. Best regards
Ability to hide "My Details" tab from customer perspective
Hi ManageEngine, We found the options to not let our contacts modify the information in "My Details" tab but we also want the possibility of hiding this tab from customers perspective. Please let me know if this can be considered for the future. Thanks in advance, Roberto.
Email in Requests
After the last update (Version : 7.9.0 Build Number : 7908), the email which appears regarding the person who created the ticket, is beeing incorrectly displayed. The highlited item, the Account is: Municipio de Oliveira de Frades, and the email is incorrect. However, if we open the request, everything is ok.
Hotfix 7908 released
Dear Customers, Today we have released our new Hotfix 7908 Here you can download the Hotfix 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#7908 Thank You. Regards, Arun SupportCenter Plus
Custom View
Hi is it possible for a customer through the customer portal to create a "Custom View" or is this only possible for support reps? I have a customer that is eager to make his own custom view, the create custom view is not visible.
How to modify template when a notification sent to supportRep is added to a request ?
Hello, We have modified all templates in HTML mode but I don't find anyway to modify the HTML code for a mail sent after a note is added to a request and the notification to the supportRep is enable ... Any help to find this ? Thank you. Romain Guillaume.
add an attachment to the resolution of a support request
how do I add an attachment (e.g. a scanned job card) to the resolution of a request?
Report Query last 25 Reps actions
Hi, I'm runing SupportCenter Plus 7905 on MSSQL and would like to run Query Report which will feedback the following info: 1) Support Rep name 2) Last 20 actions 3) Date each action started 4) Status of each action (Request Open_Close) I found something simmilar at: http://forums.manageengine.com/topic/track-last-user-actions. But the report it is not structured well and I canot trace action time. Thanks in advance for any input.
Integrated Forums and API
Hi SC Does SupportCenter Plus actually have an Integrated Forum? I can't see any further info on this but there are a couple of sections in the Product that make me think that this is available. Could you advise on what integration is actually available. We would like to provide the users access to just the Solutions Database without using the Portal and we would like to be able to search this from the forum. We are also looking at updating our Forum and wanted to know if whatever you
CSV import of Holidays
We should be able to import from a .csv file the list of holidays. It is far too tedious having to manually add them all one at a time. Ideally you should provide an option to import public holidays based on the country you are in, such as the feature in Outlook and Google Calendar!
additional fields and their relation to the existing database
I would like to know if I add a new field for example for our contact or support rep. can I create a relation to the other fields in the existing database?
Pending registration template customize
Hi! How to customize a template of the message of e-mail about registration pending?
Reports and Business Units
Hi Everyone, I have 3 Business Units configured on my SupportCenter. Yesterday I created a custom report in one of the business units and realized that it only appears in this particular business unit despite generate information from all business units. Is that normal? Can I create some kind of a "Global Report" that appears in all business units? If so, how? Thank you!
Querying SC+ for incidents which have been open for more than 1 hour and haven't been assigned a priority or support rep
Hi, I'm hoping that someone can help me with what I thought would be a simple SQL query but has proven more complicated than first thought. I'd like to return a list of all the incidents in the system which: 1) Are older than 1 hour 2a) Haven't been assigned to anyone or 2b) Haven't been assigned a priority Thanks in advance to anyone who's able to help! Andy
File attachments for Tasks and Events
Hi, One feature that most likely will be highly appreciated by everyone is to have the possibility to attach files to Tasks and Events. For tasks.. they may be accompanied by technical descriptions or pieces of it describing the task at hand.. for events.. there are always agendas, minutes, documents to be shared for the event in itself... Looking forward for your answer on this topic. Best Regards, Andrei
MS Outlook Plug-in dosen't sync calender
In the log i get the following error: [2012-01-17 10:11:11] - calendarsync started between outlook and supportcenter [2012-01-17 10:11:11] - reading all new supportcenter calendar [2012-01-17 10:11:11] - reading all new supportcenter calendar -- successfull [2012-01-17 10:11:11] - reading all modified supportcenter tasks [2012-01-17 10:11:11] - reading all deleted supportcenter calendar [2012-01-17 10:11:11] - reading all new outlook calendar [2012-01-17 10:11:11] - creating supportcenter calendar
Account Manager linked to Domain / Active Directory / LDAP and Hierarchy
Hi, Is there a way to link/integrate the Account Manager login to a Domain / Active Directory / LDAP similar to Support Reps? Also, is there a way to create a hierarchy for the Account Managers such as Area Managers, Territory Managers, Regional Managers, etc. so that they can also view the Requests of the Accounts under them? Thank you and best regards.
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