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
Can We Ran Batch File From Support Center
Dear Team, i want to know if support center has the availability to run batch files from it Thanks
How we can integrate Support Center Application With Service Desk Application
Dear Team, i want to know is there is a way to integrate supportcenter with service desk as i want to accomplish these goal which is if a ticket open in support center it's automatically opened in servicedesk thanks
Account and Contacts Maintenance in SCP
Is there an easy way of maintaining the Accounts and Contacts similar to a spreadsheet, instead of going through each Account or Contact? Of course, this should be given to an Administator role.
Remove contact's ability to add notes to an open ticket
For internal reasons, we need to remove the ability for a contact to "add notes" to an open ticket. Please advise how to do this. Thank you.
FreeRadius Authentication fails for Non EMS User
I observed this issue, AdventNet send authentication request to Radius Server only for those user which have entry inside WebNMS like emsadmin etc. Request may reject or accept depending upon entry defined inside Users table in Radius. For those user which does not have entry inside WebNMS, there is no request going to Radius (Here itself authentication fails), despite entry defined inside" User" table inside FreeRadius. Atleast Authetication should have been successful here since there is corresponding
Direct spam over http
Hi we have the same problem with the same spamer also the demo.supportcenterplus.com mails from: xxxxxx@gmail.com , *@list.ro , *@unot.it .... what can we do?
Trouble with Asterisk
Hello! 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 is <calldetail><callerName>None</callerName><callerNum>None</callerNum></calldetail>|
ManageEngine Support Center Plus (Templates and Categories)
I've been playing around with this software for a few days now and am trying to figure out whether or not an admin can create different category details for different requests under the same template. For example: Under "Request Details" in contact view; I have under the Product drop bar: -Troubleshooting -Hardware
Delegate some admin tasks to non-admin users?
We need to have more granular controls on user rights within SCP. In particular, we would like to allow non-admin users to merge tickets, and add/update contacts/organizations, but not delete contacts/organizations. I don't see an option available within the UI to do this. Is there a SQL script I can use to do this, even temporarily? dcc
Twitter Integration Not Working
Hi not sure if there is a fix for this yet. Last post I have seen was Dec 2010. Our SupportCenter Plus Build 7704 reports the following when reviewing Tweet updates. Sorry !.. Unable to contact Twitter service. Please check Twitter Settings
Support Center Error Apache Tomcat/5.0.28(The full stack trace of the root cause is available in the Apache Tomcat/5.0.28)
Dear team kindly i used support center 7.8 and i face always and daily these error which is state below: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available
Email Command in SCP like SDP
It would be great if we can have the Email Command feature of SDP in SCP. This is more simple to use than the API.
archive requests in support center
is there going to be an archive requests feature like you have in service desk for support center?
Online time
Is there a query that can be used to check how long are users logged in SCP? EC
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