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... .................................. ................................... ................................... ................................... ................................... ................................... ...................................
Open in for Job Sheets
Please enable the function Open In or the ability to open the job sheet as a PDF. When doing this on the IPAD is would be great to be able to open this as a PDF. I use PDF Expert which allows me to have people sign directly on the IPAD. The only option currently is to Print but printing from the Ipad is a complex process and requires a printer to be made available at all times which is not possible.
Escalation Questions
Hello, I have two questions related to escalation. 1 - Some of our accounts have many subaccounts, each one may have different service requirerments. Is there any way to asign each subaccount different contracts/SLAs? 2 - How can I set an escalation to notify the account manager if my tech and tech supervisor do not respond in a set period of time? The system does not list the account manager as an escalation option and it will not allow me to use the account managers email as a tech.
Builid#7804: Import Products from CSV does not work
I have tried both IE and Chrome. Can someone confirm if this works on 7903?
certain new requests go into specific folder
Is there any way of setting up a filter or similar so that new requests by a specific company or person automatically go into a designated folder and not the open request folder. I can get them to go into both folders, but not just the specific folder.
Calendar/Diary
Is there any way of scheduling work booked in on requests so that you can pull up a calendar (similar to the calendar on Outlook) and see who is doing what on any given day? Or alternatively can it be sychronised with Outlook calendar?
Can I delete a Business Unit?
How can I completely delete a Business Unit. I know I can archive them but in this case that is not sufficient. During initial evaluation people tend to make up names some of which are inappropriate. I am now getting ready to put the system online for final evaluation and cannot until several items are purged from the system. If I cannot delete these units the system will need to be reprogramed from scratch before further evaluations can proceed. (as last resort) I am hoping there is some way to
Request ID Changing
Hi all, I'am trying Support Center. I have following suggestion about Request ID. I saw through your forum that is not really comfortable / easy to change the request ID (workoerdid). Why the feature is not really into the interface? It would be very nice to have possibility to change the Request ID at any time. For year 2008, Il would like a request ID like 200800001 and for year 2009 I would like request ID like 200900001 In this situation for example is very easy to identify by a number, the
Email Requests don't populate Request Template Defaults
Hi SC I have checked all of my Notification and Business rules and can not see anything that would blank out the rules set. This has only been an issue since we updated to 7902 a few weeks back. If you do an Add Request the defaults come through, from a customer Email these do not. Cheers Rich
time entry descriptions have lost line breaks since update to 7902
We have just upgraded from 7704 to 7902, since the update the desciption field under time entries seem to have lost its ability to display line breaks. When adding or editing the notes everything looks fine, however when displayed in the call all line breaks are removed. Pictures attached.
Removing one option on Owner - Group
I'm having a little problem, regarding a mandatory field. In the owner details, group, i've made a mandatory field. The problem is that i would like to remove the Option "No, Just select Support Rep", which, altough a option, is not a real group. Is that possible? Because it's make a little confusion to my users. Eduardo Costa
Trouble with Asterisk
Hello! testing support center plus demo version. I have a problem with the integration of ME Support Center and Asterisk. when someone call me i can`t see notice. Why? serverout0.txt: [09:29:26:031]|[10-14-2011]|[com.adventnet.servicedesk.servlet.SCPAjaxUtil]|[INFO]|[60]|: The responseText returning is <calldetail><callerName>None</callerName><callerNum>None</callerNum></calldetail>| [09:29:27:109]|[10-14-2011]|[com.adventnet.servicedesk.servlet.SCPAjaxUtil]|[INFO]|[60]|: The responseText returning
Sub Account and Contacts
Hello, We have a customer with one contact for mutiple sub accounts, is there any way to connect that person to all sub accounts. as it stands right now the contact cannot be linked to more than one sub-account. Jon
connection to MS NAV
Hi, we use SCP und MS Navision. Is there a possibility to exchange data between these both systems? For example - contacts should be automatically from NAV and automatically in NAV. The same for accounts and Categories per Account. From SCP to Navision time-entries should be transfered. Is there a way to do this? TX Martin
SupportCenter Plus Hotfix 7903 released
Dear Customers, We have released our latest hotfix 7903 Here you can download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html Issues fixed and the new features included in this hotfix list is available from the below link https://supportcenter.wiki.zoho.com/ReadMe-7903.html Regards, Arun SupportCenter Plus
Can't upgrade from 7609 to 77xx
We have upgradet from 7604 to 7609 --> works fine then upgrade to 7703 (fail) We have testet with 7701 and 7703 (the same error) Database: MySQL Server: Windows 2003 SP2 32bit Errorlog: CTIVITYID="[33]UVH@1634627" REPEATTASK="Never" RECURRING_MSG="Task repeatation" ISENDING="false" REC_END_DATE="0" REC_END_AFTER="0" REPEATEVERYDAY="0" /> <RecurringDetails ACTIVITYID="[34]UVH@20327592" REPEATTASK="Never" RECURRING_MSG="Task repeatation" ISENDING="false" REC_END_DATE="0" REC_END_AFTER="0" REPEATEVERYDAY="0"
ask about categorization in supportcenter plus
please help me.... I have 2 business unit in supportcenter, we call it BU A and BU B. I have been setting category in BU A. but when contact BU B wants to create request in application, he can choose BU A category. it shouldn't be selected by contact who doesn't in BU A. how to separate category for each BU? thx a lot for your information. BR wahyuni
Non-Contact Email in Request's "Contact Conversations&q
Hi, I have been testing SupportCenter. I did a test in which I acted as a support rep and forwarded an email originally received from a contact to a colleague. The colleague then replied to my email. His reply was logged by SupportCenter against the request, as you would expect. However, the email was shown in the "Contact Conversations" view when I was expecting it to only be visible as part of the "All Conversations" view (especially given that my original forwarded email entry only appears under
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