Request Templates - Contact View
On the Contact View in Request Templates, I want to specify the Group field, but have it pre-set and hidden from the Contact so that when they create the request the Group is already assgined for them. It may have been in ServiceDesk that this "hidden" attribute is possible when working with request templates, I want it in SC+ as well. Business Rules are NO GOOD for this. I want every request that is logged to be assigned to the same Group WHEN a contact logs it. Our Support Reps can change the
Move from 'ServiceDesk Plus' to 'SupportCenter Plus'
Hi, Please we are currently using 'ServiceDesk Plus'. But we are planning to shift on using 'SupportCenter Plus'. We would like to know if it is possible to move all the data that we have at 'ServiceDesk Plus' to the new application of 'SupportCenter Plus'... we are still on the early stage of evaluating 'SupportCenter Plus', but we would like to have a confirmation that all our previous data will still be available. Many thank...
Multiple Surveys, Daily Report...
I would like to know if it is possible to have MORE THAN 1 Survey... Also, I would like to create a template for the support rep supervisor to fill out daily, so they can summarized their tickets, other incidents that the call center has experienced throughout the day (or week). Please advise
Closing request without sending a survey
There are some occasions you do not wish surveys to be sent out. My understanding is to use close without notification. I have tried that and the survey still goes out. Is this a bug or is there something else I should be doing? I am on the latest build. Thanks
Can we automatically CC the support rep
Hi, Is it possible to enable CC'ing the support rep who is assigned the case. The issue is that - I do not want to enable sending alerts to Engineers when customer replies. In most cases engineers are already on CC. In very few cases I do not want them to make a mistake and forget to CC themselves. Renjith
SLA admin access for non-admin accounts
Hi ManageEngine, I'm trying to figure out a way to let the Service Account Managers and Sales people create/modify/delete SLA without being a full admin in the application. As far as I could see, the SLA definitions are located in Admin tab - Contract Settings - Service Level Agreements. I have a customized role for SAM's and Sales people in which they have full control over the Contracts module. If I recall correctly, the SLA is part of the Contracts module within the application. Which I though
SLA admin access for non admin accounts
Hi ManageEngine, I'm submitting this again as it seems it get lost somewhere. After spending some minutes trying to make it work I've realized the SLA is part of the Contract module within the application but, as the interface to manage the SLA definitions is inside the Admin tab, non-admin users cannot access it, even if they have full rights over the contract module. We need some non Admin users be able to define/manage SLA's within the application. Please let me know if this is possible in the
Merging Accounts
I do like Support Center Plus. My biggest issue which is getting bigger each day....is merging accounts. I know you have said you can make sub accounts but guess what, they are still listed separately. So an account changes names or an agent adds it twice or more and everything is spread out. Now try to view requests...Nightmare. Please, please, please save us from this madness!
Support Reps - Global Settings
The more I try to work with Business Units the more I regret ever turning the things on! THEY DON'T WORK. There are too many bugs, too many "you can't have duplicates" and I'm getting sick and tired of it. If ManageEngine don't spend a month fixing every problem with Business Units in the next two month we are ditching Support Center and using something else because we cannot function like this. I couldn't care less what other bugs or problems exist - get these fixed now, this monthm, this release!
Where do supportcenter get its time from?
Hi all, I encountered some problems with SupportCenter Plus internal watch. Our server is a virtual server hosted by another company. The physical server were our virtual server crashed and afterwards the internal clock in supportcenter hos been messed up. Where does SupportCenter get its time from? Our virtual servers clock is running like it should. If set 'my" time under preferences to GMT the clock is one our behind - if i set it to GMT+1 the clock in supportcenter is 1 hour ahead - Very
Manual Template
Hi, SupportCenter as a Users Guide in PDF format, and i would like to use it as reference for my internal users. Is it possible? Can you provide me a Editable version? Thanks, Eduardo Costa
Variables
Does anyone know what the variable is for notes added to a request? Much appricated if you can help. Al
Adding to Notification Rules
Is it possible to add new rules to the rules that are already there? I want to add a rule that will send a mail back if the person is not a user stating that the request has not been added.
Technician Calender
Is it possible to link the Outlook Calender to SC ? I´m searching for a possiblity to include the Technician Calender (Workplan) in SC !?
Can't log in Customer Portal
Hello Sir. We are using SC+ from build No. 7XXX to 7800 continuing upgrades.(meaning hotfixs). But did not using Customer Portal till yesterday. We tried to our clients(contacts) to be log in Customer Portal, by the method of 'sign up(or register)' that page. The 'Pending Registration' mail was sent well, and they(contacts) clicked link in mail. And, another mail that include ID with Password was sent, you know. They received it well. But, when they typed their ID & Password(both of them was same
Removing Dates
Hi Some issues regarding the system: - a limitation on the system means if i fill a date field in that i cannot remove this date. this is a pain when i make a mistake which unfortuantely does happen :-( - the HTML formatting on some pages is different to others. For example on the business rules page the screen stretches all the way across so i have to scroll. this is annoying rather than detrimental I hope you can fix these
New customer with the same name as an existing...
Hi When making a new request, and enter the name of a new customer - SupportCenter Plus automatik select the "old" customer with the same name - and the account is locked.... How to make a new customer easy ??? (no sub menues etc. the customer it in the phone....) It have not always been like this. Thanks MPJ
Inactive Accounts
Hi, Shouldnt it be that if you set a Account as Inactive, then the users in this Account also is set as Inactive, and theire login is removed?
Product warranty expired still no warning!! from Oct 2006!!!
AptWar Post subject: Re: Product warranty display should be based on purchase dat Thu Oct 12, 2006 4:39 pm Hi Support, hope your all well, I agree with BBTech think I have mentioned this to you guys in passing before. There isn't much point having a Account having products applied to it with warranty expiry dates if we can give continued support after the expiry date without knowing it. Think that as mentioned an alert on the top of the request page would be a real benefit It would be good if when
Using the same product in different BU
Is this possible? I'm trying to import the sames products on an different BU, and all of them report as failed,
Adding solution before closing en new request
Is it possible to add a solution to a new created request before it is closed or added? That would speedup the request creating time. Please look into this. Regards
How to delete multipe support reps
Hi, I accidently imported nearly 200 users from AD, while I only needed about 20 of them... I am now deleting them one by one by clicking on the delete button, and selecting "Yes" every time confirmation is asked. Is there a faster way to delete many users? There are tick-boxes which allow me to select a large number of users, but there aren't any action buttons (except to Enable AD Login) Thanks (I'm using the 30-day trial btw)
How to configure support rep to tickets recieved by email
When SC recieve emails from a client it doesnt assign the ticket to anyone. Where is the option to assign automatically a support rep ou group when a new ticket is recieved by email? regards, Pedro Cabral
Home-Dashboard displays no data
Since upgrade to 7.8 Home Dashboard displays no data. Is it possible to customize Home-Dashboard?
Create Account Report
Hey, good morning all ! Is there a way to create a report that show me all Accounts that DO NOT open requests at last month? I would like to create scheduled report to run every first day of month, showing me all Clients that do not open new requests at last month. Is that possible? My personal email is: thiago_corredor@live.com Thanks !!!
IMPORTANT REMINDER : Please upgrade
Hi All, This is a reminder to customers still on build numbers lesser than 7803. A very CRITICAL security issue was fixed in our 7803 build, we request all customers to upgrade to the latest build. Regards, Vinu
Migrating to a new MSSQL server
Hi, I am planing on migrating our database from one server(mssql 2005) to another(mssql 2008r2) How would i go about doing that? Best regards, Valdi Hafdal
Accounts Managers ARE Support Reps - Change the system - ITS FLAWED!
On the Account Managers page, the Help Card says: "The account managers are support reps who are in close association to the customers." So either permit already existing Support Reps to be selected in the Accounts "Account Manager" drop down, OR permit existing Support Rep email addresses and logins to be added as Account Managers. THIS DOES'T WORK in the current setup and I believe it is your intention to force customers to buy more Support Rep logins to permit the required functionality. Your
Contracts raise a ticket prior to expiry
I would like to know if there are any ways to have contracts raise a ticket prior to them expiring? I recieve an email, but after it is read it may slip my mind and I forget. I have tried sending to a distribution group and have the helpdesk as a recipient but the users get the mail not the helpdesk. It would seem to be a nice feature to have a selcted box to raise a ticket on 'notify before' so that there is a perminent reminder until the contract is renewed.
SupportCenter Plus Search Problem - Solutions
Hello, Since we upgraded to the new version SupportCenter Plus (version 7.7.0 – build 7701) we have the following problem. When our contacts and support reps search for solutions from the dashboard (also with the same keywords), nothing appears. This problem occurs only with new solutions that have been added or updated after the upgrade. Are we missing something simple or is this a bug? Many thanks David
Changing Weekday Order
Hi - how do I change the weekday sequence? In Middle East - week starts from Sun and ends on Thu as opposed to the general idea of Mon to Fri. Dashboard widgets create an issue,
Login page per business unit
Hi ManageEngine, We have a customized index.html for the default business unit in SCP, but we are starting to use the business unit feature and we'd like to know if we can create separate login pages with customized branding (look and feel) per business unit. So the engineers and contacts that are only assigned to that business unit will have their own look and feeling matching that business unit criteria. Is this possible currently? Thanks in advance, Roberto.
How to add contact information in the Customer Portal Settings (customer login page)?
Hi guys, Because of the limitations on configuring the layout of the Customer Portal Settings, we've been playing with the CSS files (like .../custom/style/custom_style.css) and we've been able to change it and adapt the look and feeling to our corporate needs. One thing we couldn't do was trying to add to the first login page our primary contact information for customers (like phone number/s and/or email address/es). Does anybody know in which CSS file we should look into and what we should include?
Configuring Hour based support plan/contract that are not whole numbers
Hello, we are currently transferring our old customer support system to SCP and we are assigning support plans/contracts to our customers that are hourly based. For some of the customers they have 20.5 hours left in their support packages, and other customers have 20.25 hours remaining. What I mean is that the hours for the support plans are not always whole numbers. Currently, it only seems possible to create hourly based support plans that are whole numbers. This seems like a bug to me. It
Postal Not Enabled. Contact Administrator
Hi there we have just upgraded to the latest service pack. The customer portal displays in the url, but when you click to submit simple ticket it gives a page saying PORTAL NOT ENABLED, CONTACT ADMINISTRATOR evrything i can see in adin says enabled. What do i do?
How to delete accounts / contacts from Support Centre Plus?
Hi, While importing the customers/contacts in support centre we ran into one issue. The CSV file as imported approx 160000 wrong rows.. i want to delete these contacts either by selecting them or by writing a query to mysql. Does anyone know how to do that? My basic concern is which tables in mysql contain information for Accounts & Contacts?
delete all accounts
How can i delete all accounts, within one action?
Importing domain names
I'm finishing the trial, and, after decided to opt for SupportCenter solution, decided to install a brand new server, to start from a clean slate. I've got about 400 accounts to import, and about 1200 contacts. Almost everything is "importable", except from the mail domain. Is there a solution for that, or must i fill again the domain name?
Problems with timezone DST
I'm not beeing able to correct the timezone, although having made the tests and procedures you refer in here and here. You can check below: In command line: C:\ManageEngine\SupportCenter>jre\bin\java -jar tzupdater.jar -u -v java.home: C:\ManageEngine\SupportCenter\jre java.vendor: Sun Microsystems Inc. java.version: 1.5.0_11 JRE time zone data version: tzdata2011e Embedded time zone data version: tzdata2011e You have the same version as the embedded one. I remediate by changing the timezone by +1
SupportCenter Plus hotfix 7804 released
Dear Customers, Today we have released our latest Hotfix 7804 Search issue is fixed in this Hotfix.(When you search for a solution in the solutions list view, it will be redirected to a blank page) Here you can download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html Regards, Arun SupportCenter Plus
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