Feature Reversion: Solutions / Knowledgebase to 'Old' layout
Hey Hey! This might be an odd request - but would it be possible to revert the Solutions/Knowledgebase module to the OLD layout? For those more recent customers, the structure of the Solutions section was laid out more to resemble sections, rather than the general list we have currently. Granted - we do have the 'Topic' dropdown - but this is less convenient/obvious than the previous layout. The current layout makes it difficult for me and my organization to segregate topics at the start, and makes
Summaty Reports: Received Requests by Prority by Account
I am trying to customize the summary reports in advanced mode. However in advanced mode, there is only date property within column grouping. How can I show priority instead of date? My main goal is to have accounts and product type grouping on the left and priority grouping on the column? I insert the image.
Mail with body, request without
I'm having the following problem: When I hover the request, in List view, the body of the mail appears, as shown below: However, when i open the request, body is empty: Other requests, before and after, are ok. Version : 7.9.0 Build Number : 7906 EC
Can I add additional system variables that I can use
Hi, is it possible to add more system viariables that I can use in emails, templates, requests etc? V:7.9.0 Bld: 7906 Regards Johan
New function 'Inactive products', how to use
I was pleased with the option to set products to 'Inactive' but can't find out where or how to use this option. I searched in the account product list and in the general product list, but can't find the option. My default language is Dutch, but changed it to English and can't find it there also. Regards, Marcel
Deleting accounts/contracts
Hi I have some account and contract that I want to delete, the system says that they have been removed but when I check the list they are still there. Is there another way to remove them. Also can I forcefully delete contracts etc as sometimes the system states they are in use but I really want them to be removed. V:7.9.0 Bld: 7906 Regards Johan
How can I add multiple bcc email adresses
Hi Is it possible to add more bcc adressen to the emails that go out to customers when you reply to their emails? V:7.9.0 Bld: 7906 Regards Johan
Hotfix 7906 released
Dear Customers, Today we have released our new Hotfix 7906 , please upgrade your application to 7906. Features included and issues fixed list is available from the following link https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7906 Here you can download our Hotfix 7906 http://www.manageengine.com/products/support-center/service-packs.html Thank You. Regards, Arun SupportCenter Plus
No Survey Link In Email
That's pretty much it: A nice survey email goes out, but with no link to no survey nowhere. Ideas?
Support Rep names visible in client portal
Hi, We're currently running 7704 of SC+ and have discovered that a previously-fixed bug has reappeared whereby the names of support reps who have responded to clients are visible in the client portal. For us, this is a big problem as we prefer individual's names to not be visible to our clients. Can someone please let me know whether there's anything we can do to change these names back to the previous default of 'Support Rep' without upgrading the product? Can you also let me know whether
Add an extra field to registration page?
Is is possible to add an extra field to the registration page (sd/SolutionsHome.sd?register=register) on the portal? Our customers have unique ID's for security reasons and we would like to add this to the registration form. Regards, Kees
Support Center Plus, report full description
The Description filed is not fully displayed in a report. Is there any command to display full description?
Resize column width
Whether probably to resize column width at review of the list of requests?
the service desk application doesn't automatically start
Hi I have a problem with the service of the application service desk, it doesn't start automatically for linux. I had to manually started it, running the file run.sh after this the service start and application open but if the machine reboot or shutdown the service not restarts.
Exporting email addresses
Guys I would like to be able to run a query report to select all of my customers and their email addresses from the database. I need to email all customers some new contact details and I think this is the quickest way. If there is a better way you can suggest instead that would be even better.
Attachment accessible through URL
Hi, while testing some url's i noticed that via the url /workorder/FileDownload.jsp?module=Request&ID= the attachment for any given ID is available for download by non registered users (aka for the world to see). Is this a bug or did i miss something in the configuration? Vesion: 7.9.0 Build: 7902
e-mail fetching problem
Hi. The e-mail fetching stopped for no reason. Can you help me? When i try to load "Mail Server Settings", the page do not load. Please, see the support file attached. Thanks. Maurício Carvalho
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?
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