Hide or Remove fields from Add Time Entry Form
Hi, I want remove or hide some fields from Add Time Entry Form . Fields like Support Rep's Cost per hour ($) ,Additional Cost ($) Total Cost ($)
Check Boxes as Additional Fields
We do reglarly scheduled maintenence for many clients and much of this involves working through a checklist like: feed monkeys milk cows give the lion his flu vaccine I would like to use the scheduled requests along with a checklist incorporated in the request. Unfortunately check box type fields do not appear to be an option. I saw that I could include HTML in a cutsomized request description but this would involve a bit of code to record the check/uncheck state of each item and I have no real clue
FAILURE : Contract is being used by a module. Hence cannot delete it.
Is there a way to delete expired contracts? I have some records that fail to remove and give that error message, some others simply do not remove with no error message. Can I force a removal of a record somehow? 7.5.0 (7511)
API button not available?
Hello, I am investigating to see if I can manually add some missing functionality to support center. I see there is an API availble to communicate with support center. So I was checking to see how it works. The manual gives this information to access the API: To access the API configuration wizard in SupportCenter Plus, Click the Admin tab in the header pane to open the configuration wizard page. Click API icon under Organizational Settings block. If you have enabled multi tenancy through Business
API getAccount from Email Address
Hi, I'm using your REST API with PHP and getting an 4003 Failure [Specified request URI incorrect. Parameters missing] http://server:8085/api/json/getAccount?apikey=[APIKEY]&email=info%40domain.com I've also tried not urlencoding the email address with the same error. Can you let me know what required fields are missing. I'd also like to know a method of collecting all Accounts, Requests and Solutions from the API
Manage Engine not starting after installing Antivirus
For secure server from viruses i intsalled Mcafee 8.7 Antivirus. But it make problem With Manage Engine as it fail to start. when i try to start the manage engine server it loads upto half and then just shutdown abruptly without any error. I also try to make exceptions in antivirus but it does't work out. after uninstalling antivrus it works fine. Could someone help me ?
Contact Additions
Hey there, I'm running ManageEngine SupportCenter Plus v7.7.0 and am trying to add a contact info field (under 'additional fields' tab) with a site ID, and would like this site ID to auto fill along with the rest of a person's contact details when I create a new 'Request'. Is there any way to add to the default fields like Name, E-Mail, and Twitter ID (would happily replace the twitter field if possible). So just to reiterate. I have a contact, with a name an email etc. I want to add a field for
Only allow new incidents via web portal but allow email responses
Hi, I'd like to know if it's possible to configure SC+ in such a way that any new calls must be raised through the Client Web Portal, but any subsequent responses can be received via email. What I'm trying to achieve is a way in which I can enforce users to populate certain key fields when they raise an incident (which I don't believe can be enforced via email) but would not want to enforce all future updates to be sent via the Web Portal as all of our clients are used to the convenience
Customizing ticket id
Is it possible to costumize the ticket id? Right now it's ##1##, but can it be changed? EC
Error during Restore
During a restore of a SupportCenter backup I get this error: "Exception in thread "Thread-3" java.lang.OutOfMemoryError: Java heap space" I have tried to increase the amount of memory available to the JVM to 1536 but I still get the same error. The backup.data file is around 530mb, and when the extraction takes place the files are about 3.4gb. When I start up the SCP app, I am able to login and create new tickets, but am unable to edit or amend any of the old data, which leads me to believe
Editing Permissions
I'm having a slight problem regarding editing permissions. Is it possible to only give permission to take/give (or both) requests? The problem is that the edit permission is too much "editable" ;) EC
generate a contract report
I'd like to generate a report quarterly that shows a list of contracts that will expire for the upcoming quarter. I would like to have the informations about the Customername, Contractname, expire date.
Import Category List from CSV, XLS
Is it possible? I've got quite a list of Category/SubCategory/Items, and it would be a much simpler task if I could import the List from a csv.
How to add "login ID" on Contacts?
Hi, Sorry if the question seems basic, as i am new on using this SupportCenter Plus. Cant seem to find the way on how to add "login ID" for my newly added contacts. Only details required for me to input are: --Name --Email --Alternate email --phone --mobile --twitter screen name --job title --account/sub account --Primary contact (uncheck or check) --description using Version: 7.8.0 Build #: 7804 Appreciate the soonest help. Version : 7.8.0 Build Number : 7804
Account and their Primary Contacts
Hello, I would like to know if it is possible to generate a Report with all my Account and their Primary Contacts. Thanks in Advance Youssef
cc field in replies are populated when they shouldnt be.
I am having the same issue as another poster: Users can create requests via mail, works fine. they send to it-servicedesk@. Problem: When technician wants to reply in servicedesk the cc-field says it-servicedesk@.. How do i prevent this to happen..?? Kinda big problem because.. mailfilter catches mail ad sends back to servicedesk witch creates a new request.. All the information in the mail settings are in lower case. I am using version 7.8.0 Build 7800
Wildcard search
The wildcard search does not seem to work when the wildcard is in first position. For example: Searching for contact "John Doe" Jo* => result is ok *Doe => no results Can this be fixed so that wildcards can be used in the first position? Thanks!
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
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