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
Export Customers and emails
Guys is it possible I can have some help to create a query report that will export my customers names and email addresses? I want to create a change of contact details email. David
Get total "non closed" calls
Hi, I am trying to find a way to query the SupportCenter plus to give me the total number of "non closed calls", number of "unassigned requests" and if possible the number of requests assigned to each of our support reps. The idea is to have this information on a screen on the wall of our call center has this been done before? whats the process? Thanks, Mike
Contract Settings - Holidays
In the Contract Settings - Holiday, it's impossible to display data as is. It's unmanageable, as data is sorted by number... so you can't take a quick look and check if it's ok. Please remediate this ASAP! I'm also reenforcing the need of the CSV import of holidays, and, for me, every data should have that possibility! EC
Mail Fetching not working
SupportCenter Plus. Version 7.9.0. Build Number: 7901 It's been ridiculously enoying to have to manually stop and restart multiple time a day in order to get new tickets from our mail server. We've been asked System Logs many time by SC+ helpdesk and so far they've not been able to fix the issue. Is this a know bug and are we going to continue manually stopping and restarting the mail fetching service? I would greatly appreciate a answer from SC+ Helpdesk Thank you.
Business Rules
Dear Reader, I would like to propose an idea regarding the Business Rules. It would be nice to have the options 'Not Assigned" in the selections. Now we have a business rule to put a request on a specific group if it has a specific Category, but we also want to include 'Not Assigned' requests to one of the groups. Well, hope to find this in a future release soon. Best Regards, Nick
Unable to Login & View Tickets
Hi, Well yesterday onward suddenly my support center stop accepting my helpdesk user acccounts even i am unable to login with administrator as well, once i am trying to reset the admin password it will not work beside i restore from backup and than again helpdesk is working fine but again after few hours again i am facing the same error so please advise Thanks Adnan
Help with Business Rules : assigning a Rep and an SLA at the same time.
Hi, I currently use the Business Rules to assign jobs to a Support Rep based on the domain of the email address of the person logging the job. Each Rep generaly looks after a set of customers. There is a rule for each Rep with a long list of domains as a match criteria. Maintaining this or making a change while a Rep is on leave is cumbersome. I would also also like to assign an SLA to the job so I can take advantage of the escalations. The SLA is based on the contract we have with the client.
Auto Assign Contracts
Hi, The new "Info" that pops up when no contract is assigned to a request is fine. But why doesnt the software auto assign contracts when selecting a product? I have asked this before but never really understod why. Ex. Customer has 3 products at our compagny. When selecting Product 1, the contract assigned to that product under the customer should automaticly be assigned! IF theres no contract that can be applyed, then its because the customer does not have this product at our compagny, therefor
How to export all emails
Hi, We have about 19k email that we want to export on an excel spreadsheet. When I click on contact we can only use the import function and we can only view 100 emails at a time. Is there an easier way of doing so? Thanks
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