Alert - New build will create a huge cpu load - Support Center - v7905
We upgraded 3 environments to version 7905 and both windows and linux exhibit a huge cpu load which brought our 8 cpu system to the ground. We can only support 50 users or less. Please be advised. Do not upgrade to 7905!
Q1 Quality Release now shown as Q2 on Roadmap!!
Hi SC, This post http://forums.manageengine.com/topic/roadmap-on-main-website-is-very-out-of-date and many others note a Quaility Release you guys are putting together for Q1 2010 The Roadmap, I'm sure, in it's previous version confirmed this. If I look at the Roadmap now I can see that it was last modified Feb 12th 2010 and shows the Quality Release as Q2. http://manageengine.com/products/support-center/roadmap.html If I click in the top right hand corner of this post to see what's changed, the
Request template not working when used through portal
Hello, I created a custom request template, with prefilled fields. When I use this template from within the system (not through the web portal) all the prefilled fields contain the correct information. When using it through the web portal (by a contact), the prefilled fields stay empty. See pictures below: regards, Kees Template, used by support rep, not through webportal Same template, used by contact through webportal:
Customer Portal Page
Is it possible to change the texts on the portal page "Submit a Ticket, Announcements..etc"?
email in a Business Units
Good Morning: I am a new user in ManageEngine SupportCenter, i want to set up the email for each Business Unit, i follow the instructions but not works. I read in a blog the same problem, they refers to aliases to email account, but they had a problem with GAL (Global Address List) in outlook, i have lotus domino i do not know how to set up. thanks for your atention
Problem with Support Centre changing the due by dates
Hi. We have noticed that when we change a complaint from the request status "On hold" to "Open", or from "Resolved" to "Closed" the system changes the response due by dates. For the latter it does not matter, but the former may cause us to breach an SLA. To attempt to identify the problem we have tried a number of accounts, some do not change and others have changed by anything from 45 minutes to 9 days. Is this a bug or a feature I can configure? It doesn't happen for all business units, just
How to modify the portal screen
Is it possible to modify the portal web page that the customer views?
How to change AD Import OU
I select an OU within our AD to import specific user within thet OU. However I would need to change this OU. Everytime I click on Import from AD, the OU is selected. I also enable AD sync for every day. How can we reset this.
How to modify Forget Password screen?
Is it possible to modify "forget password screen"? /sd/ResetPwd.sd
Dashboard Home tab in support centre plus
Hi I'm totally new to this forum so first I'll like to say Greetings. I work for a telecom company in Suriname.(South America) We recently purchased Support Centre Plus. Naturally now we have the (for us) problems piling up. So I need help. that's why i'm here. The dashboards that are displayed on the Home tab don't work. Not just for me or a select group of users, but nobody has the luck of it working. Also on the home tab of the application is that the Announcements section does not hold the
How do I edit text on the Customer Portal 'Submit a Ticket' page?
Clicking the 'Submit Ticket' link from the customer portal launches a "Submit a Ticket" page (Request.sd). This page contains the text "Please submit your ticket below by selecting the appropriate business unit". There is no such selection on the page and if there was, I would not need it. So how can I edit the text to remove the reference to business unit and hence make the 'words' match the page content?
Time Spent Reports not working
Hi there Everyone, Firstly, Seasons Greetings! We have a test installation of SupportCenter Plus which has started misbehaving when running the Time Spent reports. Any other report runs fine but clicking on the Time Spent reports always produces and error indicating there is an image file with problems and that it should be removed within the server configuration. We have backed up the test data and restored it into another fresh 7902 which worked fine with its own Time Spent reports before we restored
Can't add request templates
Hello, We're evaluating SupporCenter Plus 7.9.0 and we can't add any extra request templates. When we design a new template and save it, it doesn't show. We have tried this several times, under 2 different logins but it won't work. Is this some kind of restriction within the trial version? Regards, Kees
Security Concerns of enabling Customer Portal
Hi, We are thinking of enabling outside user access to SCP. The plan is to set up a DynDns and port forward from router to SCP server and enable https. What security practices should I be concerned about - since we would be having a considerable amount of secure information on the SCP? Is the application tested against exploits in such scenarios? Kindly advise. Regards Renjith
Run reports based on Rate Type
Is it possible to run reports based on rate Type? I havent seen this property when running custom reports
Release Updates 2011
Dear Customers, This year (2011) release updates will be posted in this forum. Release Updates 2010 forum will be locked. Regards, Arun
Hotfix 7905 released
Dear Customers, We have released our new Hotfix 7905 Here to download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and feaftures included in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7905 Thank You. Regards, Arun SupportCenter Plus
delete products or archive products (Build# 7804)
With categories, it is possible to 'archive' old categories. However, i am not able to do this with products. I would like these 'old' products NOT to show in our Request templates. Please advise
7704 - Requests tab limited to 100 entries per page and strange 'row count' option appeared
Hi, I would like to request that the number of incidents which the system can display on each page be increased from 100 to include the previous values of 250 and 500. It seems strange to remove this functionality. Also, could the Row Count 'button?' be removed and the actual row count be displayed by default as it used to be? There seems absolutely no point in forcing users to click this text after every refresh of the page. It only takes a few milliseconds for this value to update on our
7904 Hotfix released
Dear Customers, We have released our Hotfix 7904 Here you can download the Hotfix 7904 http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of features included and issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7904 Thank You. Regards, Arun SupportCenter Plus
Server not Starting
Hello I have a problem, recently i install supportcenter Plus on linux but the app is not running? Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details This is the log.txt (Dec 22, 2011 5:49:47 PM), Install, com.installshield.product.service.product.PureJavaProductServiceImpl$DiskSpaceCheck, wrn, null (Dec 22, 2011 5:49:58 PM), Install, com.ibm.wizard.platform.linux.LinuxProductServiceImpl,
Due date problem: Merge requests
Hi, When we merge a request that both have a due date with for example: 11-12-09 8:00 and 11-12-09 10:30 the due date changes to 53-12-09 So the year is a bit much as you can see, we have this with every ticket we merge. Can you help me with this without changing the due date after every merge? Please see attachement screenshot Thanks in advance!
How to bulk delete the Technicians?
We have accidentally import 300 users from AD as support reps. We need to delete all of them. I cannot see any option to bulk delete these users. Do I have to delete one by one?
File Attachment Action
Notes In the notes piece, it would be nice to have URL's automatically detected and proper HTML tags implemented to create the link. This goes for Emails also. You don't even have to get all fancy and convert them to short links etc. Just a simple regex to parse URLs/Email. Current Example: Hi this a note that has a web url http://www.google.com/ and email foo@bar.baz Future Feature Example: Hi this is a note that has a web url http://www.google.com/ and email foo@bar.baz Attachments I see in
Can I create requests from a technician to another technician?
Our company has Support Center Plus, we are looking for the possibility to create requests inside the different areas of the company, to achieve this goal we need to create requests from one technician to another, is that possible ? Thanks Felipe Botero
Adding screen prints into a message
Is there a way to add pictures to a request when working in the portal? I know I could add a document, but this will add additional steps that I try to avoid. What's the size limit for each request?
How to bulk delete the support reps?
We have accidentally imported 300 users as support reps from AD. Is there a way to bulk delete these users?
Attachment of e-mails seem to be lost
Hi, I'm evaluating SCP... I'm running into the following problem: 1. I sent a new request by mail, including attachment, but I'm not sure where it went.... (where am I supposed to find it back in SCP?) 2. When I reply to the confirmation e-mail with attachment, I sent another e-mail. This one shows up in the conversation, however the paperclip icon remains dimmed, so again, no attachment found. I already increased the attachment size from 5 to 250Mb, but to no avail. I'm using the trial
resolution - save and resolve
Hello, I would like to have the technicians be able to set the request status to 'resolved' after they have added their resolution? There is currently a 'Save and Close' button, but we would like to add a resolution, save and set status to resolved. Can it be done from the resolution screen/tab. What is the easiest / quickest way (least amount of steps) to do this. We are currently running version 7.9.0, Build number 7902. Thank you! Cheryl
Request Category Sorting in Chrome/IE Different from Firefox
When creating a new request (or updating an existing request) in Firefox, the Category select drop down appears in alphabetical order. When doing this same activity in IE or Chrome, it appears to be sorted by the identification number of the category, rather than by its name. My question: is there any way to make Chrome and IE use the same sorting as does Firefox? I've attached two screenshots of what we're seeing in Firefox and then Chrome. Using SupportCenter Plus Professional build 7903. Thanks,
Managing Service Contracts
Is there a way to manage service contracts in SupportCenter Plus? For example, am I able to put a service contract expiration date for each account, and then have SupportCenter Plus either disable new ticket requests or prevent completing tickets when that contract has expired?
Images in Solutions not displaying when viewing on internet
We have inserted several inline images in solution articles. The images are displaying correctly in intranet but not in internet. They are all blank. The sourse of the images direct to "[server]/inline/solution/number/filename" In our case I guess it should direct "Alias URL/inline/solution/number/filename". Regards
How to change the favicon
Is it possible to change the favicon of the portal?
Unique dashboards for accounts
Is it possible to create a dashboard unique to an account? I would like to let the customers view their own dashboards related to their accounts.
Images in the Soultion Issue
The images that are inserted in the solutions are displayed as blank when viewing in the internet. I think there is an issue with the image urls. When viewing in the intranet, everything is fine. The urls are: http://[url]/inlineimages/Solution/1/imagename.jpg However it should be: http://[alias url]/inlineimages/Solution/1/imagename.jpg
Error 501
The Qengine server initialization is getting failed with error code 501 and in the logs we get invalid license file 535 java.io.EOFException Please help us in troubleshooting this issue
How to change the browser title on the login page?
Is it possible to change the browser title on the login page. Currently it says "ManageEngine SupportCenter Plus"
What's happening with SupportCenter Plus?
I'm getting worried with the apparent lack of evolution regarding SupportCenter Plus. I'm a paying client (50C + 3BU), and I'm getting tired of reading the following replies: 1. We will take this as a feature request and would incorporate this in one of our future updates; 2. The upcoming build will have the fix for that; 3. We are looking into the issue. Will provide an update once it is fixed; And so on... must make an update to your canned responses. But the problem is that simple things aren't
manage sub contracts/accounts
I'm using the 7.9 version and can't find away to manage my sub account. For example I have several sub accounts under one account with different contracts. the need to be there in order to share the the account with they requests. The only alternative way that I can think of is the option to allow diffident account to be associate's BUT I couldn't find this option.. Is there any alternative way to resolve this problem
Changing logo dimensions
Is it possible to change the logo dimensions on the customer portal?
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