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
error in running mange engine support center
inconstant change detected in date settings. please restore original date settings.
Removing report created by system - Build number: 7609
Hello, I have 3 reports created by system and I want to delete them. I am logged in as administrator but there is no option 'Delete'. Can anybody help me? Thank you!
Making a user multiple BU admin
How it's possible to make a specific user either a global admin or all BU admin? After selecting BU admin, i can't add anything more.
SupportCenter Plus addons?
Is there any method of processing payments (add-on/modules)? I also would like to know if I can make the additional fields (products or more) manageable at the user level. IE my company is an ISP and IP addresses/MAC address are explicitly different per each customer. Without this option I cannot convert from our current system.
custom widgets using html
is there any documentation somewhere that explains how to make custom widgets using html and what are the typical use cases?
Dashboards in 7.8
in the widget "inbound, due, completed requests" it says i have over 20 requests. the widget "requests by priority" says there are 3 requests for the month. how is this possible? is there a way that we can customize the widgets for example so that we can change the time range from last month to several months in the past eg. last 6 months.
Contracts Enhancemenst Date
When are contracts enhancements coming? Option to mark a time entry as Billable, Non-billable A separate tab for managing all the time entries Option to approve these time entries Option to mark time entries as Billed Invoicing OptionAlso please can you change hours purchased field on contracts so that they can be non-whowl numbers eg. 12.5 hours, or 12.25 etc. Thank you
Stop Timer option Missing from Actions menu?
As thread title. On a certain request, I have no option to stop the timer from the Actions menu. Is this a fault, or is it because of something else? Thanks. :?:
Adding one contact to multiple accounts
Hi, Is there a simple way to add a contact to multiple accounts or is the only way to do this via subaccounts? If so, is it possible to use existing accounts for a subaccount or do I need to create new accounts. Regards Johan Baptist
Business Unit Support Services
Having enabled BUs I now can't add the same Support Service entries to more than one BU. USELESS! I can quite easily provide the same support services to different units within the business structure. Either permit exact same support service entries for muliple BUs or the BU module is useless and SC+ becomes useless to us as a product as well. And saying I could simply change a character in the title of the service is not good enough!
Troubles to migrate to a new version
Hello everyone. e I'm new in SupportCenter The company that I work as a version 7.5 of SupportCenterPlus. We must migrate this database to a new database and I just found a version 7.8 available to download. But I found a problem. Install normally but when I try restore the database appears a message about a difference between build version. Anyone knows about this problem and how I can fix that?
Survey Sending Problem
I m trying the a Send Survey on the Actions menu, i am getting the below error FAILURE : Problem while trying to send Survey details for this request, to the contact. Please report the problem to the system administrator, with the Error Code - 1,306,860,651,551
SupportCenter Plus Hotfix 7803 released
Dear Customers, Today we have released our latest patch 7803. Performance & Security related issues are fixed in this release. Here you can download the patch http://www.manageengine.com/products/support-center/service-packs.html If you have any issues mail us at supportcenterplus-support@manageengine.com or contact our support at +1 408-352-9115 Regards, Arun SupportCenter Plus
Solutions subject missing space even there are a lot of space in the field
In the Solution Subject field, there are plenty of characters spaces to show Phrases, but only 1/3 of the text in the field is shown. This is incrediable annoing, and I have repported this a lot of times, without any luck to get it fixed. Does other experience the same ? best regards Jens-Ole Jensen
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