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?
Inline images not displaying correctly
Hi, I'm not sure if this has been fixed in a later version but we have a situation where if a user emails an image to us within the body content SC+ adds the virtual directory link within Apache as https://<URL>/inlineimages/workorder/<RequestID>/<Filename>. If a request is added by a contact through the client portal, or if a support rep adds it manually for phone-raised requests, the URL looks like https://<URL>/inlineimages/WorkOrder/<RequestID>/<Filename>. This means that the images aren't
Displaying of products list in request form on customer portal
Dear Sirs, We would like to point out that: Displaying of products list in request form on customer portal is not so convenient as displaying products list in request form of user home page. It would be very useful for customers if products list in request form displayed same as in user home page. Attached you will find screenshot of product lists. Kind regards, Ilya Pavlov.
Is Supportcenter Plus
Hi All I run an IT Support & Solutions company in the UK. We have around 200+ SME/SMB Customers with MS Networks that we support, maintain and monitor. Our clients have end users who call us for support, I have a team of 12 muti-disciplined staff who take calls, provide telephone, remote and on site support. We have day to day operational duties such as looking after the client servers, updating them, visiting sites for PC related support tasks which could be as simple as installing a new printer
Automate time entry
Dear All, Is there a query that reports time spent by different Support Reps on a request? Is it possible to automate Time Entry every time something is changed on a request, not only on Close? Regards, Guest
SupportDeskPlus Application for Blackberry / Windows mobile
Hi, is there an application for Blackberry or Windows mobile for outside technicans to adminstrate support requests in an easy way ? TX Martin
Multiple notification when changing status after "closed"
Hi, Since 7903, when we change a status request from "closed" to another custom executed status, the request receive an new message. We have 2 more status after "closed", how can I do to stop sending new email notification when I change status from "closed" ?? Thanks. Regards, Romain Guillaume.
Changing "category" and "sub-category" names
Is there anyway to change the actual "Category" name? I know you can change the drop down menu, however I would like to change the name from "category" to something different in the template area. ManageEngine SupportCenter Plus
Business-Rules - using userdefined fields
it would be very nice when userdefined fields (request) could be selected in the action field to set it with a value.
MySQL 5.x
How can I use the latest MySQL database (5.x) on the same server as SupportCenter Plus instead of the built-in MySQL database (4.x)?
SCP again
This week i tested SCp again (whe use topdesk now) but i came to the following..... There is now a billing option and that is nice, the export option is useless nobody works with the application it support. But have they tought on the following? When is something ready for billing? When the project is closed, so the invoice department must see only real billable tickets The the other problem, most of our clients have a SLA for fixed pricing except if it is a project that is not coverd by the SLA.
Genrate the Ticket number to be start from a certain number
Dear Team kindly i have install supportcenter and i want to make the WorkorderID which is the number of tickets to begin count from 100 not 1 how can i do these thanks
Time entry
We just updated to the latest build and when a tech goes to close a ticket under resolution tech input all the info and clicking " add time entry " it will not give the option to add time. Tech has to click Time Entry tab in order to input time. tech is using IE 9 and firefox 7. doesn't work with either browser, before the updated worked with both browser.
Support Center - Unable to import from Active Directory
Hello. I am using SupportCenter Plus (version 7.5.0 build 7512) and don't seem to be able to use the Import from Active Directory option for Support Reps. It used to work but now it doesn't. When I choose the OU to import it just sites there forever saying 0% Completed... Imported 0 of 0 Contacts - see attached screen shot. Any advice or suggestions welcome. Nothing has changed in the SCP configuration or in our AD setup. Regards, Dave
Print Job Sheet
I just updated to the latest version (7.9.0 build 7903), when I tried to do a print job sheet it doesn't include the resolution and time entry. Before updating the print preview include the resolution and time entry. is there a way to add these two option?
assigning a category to a support Rep in helpdesksetting
i assigned a category to a support Rep in helpdesksettings, but when we get a new request it stays unassigned. What am i doing wrong? I also tried it with businessrules this doesnt work either. Thanks Wesley
'Outlook Calendar Integration with SupportCenter Plus' Beta version
Dear Customers, We are bringing in a new feature 'Outlook Calendar Integration' in our next release. By this week, we are going to provide a beta test build for the customers. Interested customers can send us a mail to supportcenterplus-support@manageengine.com to test this feature. Note: This test build will work with Outlook 2003 and Outlook 2007, we have some issues in Outlook 2010. Once its ready with 2010 , we will update you. Thank You Regards, Arun SupportCenter Plus
one standard font and size for service rep
Hello, Just new to the program. How can you set one standard font and size for everyone? Thank you! Wesley
Some questions after evaluating SCP
Hi all, We're considering to switch from BMC Remedy to SupportCenter Plus and are evaluating it right now. I have some questions though... Maybe you can help. 1. We are planning to use the BU functionality since we have about a dozen of BU's ourselves. Our BU's are mostly identical except for the geographic area that they serve and some times the market segment they work in. Products and services are mostly identical though. We noticed though that after initital creation of the BU's, you can't propagate
Indexing the Database
Hi, I've been asked if I can schedule indexdata.bat to run on a weekly basis to make all calls and data is properly indexed. Can anyone think of any reasons not to do this?? I.e. will it cause any corruption to the database etc? Thanks Rob
Upgrade from 7609 to 7xxx
We can't upgrade from 7609 to a newer Version. Our Backup uploadet two weeks ago in folder phoenixdatasystems Database: MySQL Server: Windows 2003 SP2 32bit thanks for help
Error when Adding Accounts
I get a Http 500 Error in connection with Java and Tomcat when trying to add an account (i dont even get the webpage opening i just get the error) I have rebooted the Server & Services (still cant get it to open the page when i click add account). email to dwh@tandc.co.uk please. applied all service patches up to dat and still get Error while processing the request. Try Home Page. from the drop down or new account tab. any ideas anyone.
Why 2 login in pages?
I suggest you add the customer portal features to default login page and scrap the idea of a seperate customer portal page. There is no need to have 2 different login pages.
Install Issue - Centos 5
Hi, I am trying to evaluate supportcenter plus, but I am getting following error, ./ManageEngine_SupportCenter_Plus.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ...................................
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