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
7704 - Can't change Password Reset Request Notification message template
Hi. I attempted to change the above message template today and whenever I click save the following message appears: "The template could not be save without the field "ResetPassword URL"." This would be a valid error message if the URL in question wasn't already in the message body! I've tried removing it and re-adding it using the content variables, but to no avail. I've also tried manually updating the link text and URL in case your system is trying to match on the text ResetPassword
Support MS-Exchange Mail Server?
Dear All, We want to receive mail using MS-Exchange Mail Server? Can SCP support the this MS-Exchange Mail Server? If yes, how to configure? Thank you in advance.
7704 - Client portal showing support reps' names
Hi guys, I've just been giving a demo of the system to some new clients and have noticed that, following the upgrade to 7704, the system is showing our clients the names of our support reps in the contact conversations within an incident. Previously, this is something which we'd expressly asked to be obscured so that our support reps weren't exposed to our clients, and it's something you guys fixed pretty quickly. If I recall correctly, the text which appeared was Support Representative
Search doesnt work properly
Hello, When searching in the new search field for new requests, the system doesnt return any hits. For old requests it works fine. SupportCenter 7801.
Request Aging Analysis
Has anyone every done aging analysis of the requests in this system? There does not appear to be any fields that track the number of days open for a request. I guess you would need to do some SQL for: today - opened time to get this? eg. would like reports containing: 1) Open days for current cases (with columns <7days, 7-14 days 14-30 days, >30days etc). 2) Average age of open cases. 2) Number of days to close a case. Has anyone done this? Would appreciate any advice.
IIS Support
Does SupportCenter operate in the same way that SD+ does. In other words will SupportCenter work via IIS, or does it use the Java\Tomcat system. If it does use the Java\TomCat system it simply isn't useable outside of our internal network and so is useless to us. Will it run side by side with SD+ on the same machine? Regards.
SupportCenter Plus Build 7801 released!
SupportCenter Plus build 7801 is available for upgrade in the link below, http://www.manageengine.com/products/support-center/service-packs.html Please find the list enhancements provided in the link below, https://supportcenter.wiki.zoho.com/Read-Me-7801.html For any assistance upgrading, please do call us at +1 925 965 6886 or mail us to supportcenterplus-support@manageengine.com Jai Anand K SupportCenter Plus
Summary Report Help
We are trying to build a report that shows us details on a request (RequestID, contact, open date, close date, etc) and also information from the time spent fields. I've tried working on a customer query report, but in the end it's not showing what I need. Can anyone assist? Here is the basic layout that I am hoping to achieve: Report by Account (single account created) - Section by Additional Field --Request Information ---Time Entry Details Each Request Info would be a line with sub lines underneath
Customers reply through the supportcenter
Dear Reader, We have the following problem. When a customer logs on to the customer portal and replies to a request/email he has to press 'save'. Unfortunately nothing happens. The popped windows where you enter the message doesn't close and nothing is saved anywhere as far as we can see. Please help. Many thanks in advance. Nick
Upgrade SCP from 7607 to 7801
Hi, I tried to upgrade my test server from build 7607 to 7801. I started off by doing an clean install of SCP 7607 then restored a backup of my live server. Then all went okay, then I upgraded to 7609 which also went good. But when I tried to upgrade to 7703 I got an error after which SCP would not start up anymore (not even with run.bat). The error I got when I tried to start SCP is: STATUS | wrapper | 2011/05/13 11:22:21 | Starting the ManageEngine SupportCenter Plus service... STATUS | wrapper
transfer request to another bisuness unit
Does anyone know if/when we'll be able to move a ticket from one business unit to another?
New Request - Description Field
Is it possible to force the request fields, such as the description to be text and not html? The problem we are having is the formatting that is imposed on tickets that get created when html is pasted into the description field.
Dashboard Unassigned link
Hello, Can we please get back the link on the dashboard tab for pending requests for Unassigned? All options are links (as was the unassigned option) but since the upgrade to 7800 the Unassigned-Pending is not clickable anymore. Thanks in advance.
SupportCentre Plus does not Start
Hello, I have downloaded the Demo for the SupportCentre Plus and installed it on Windows XP. When I run supportcentre server or supportcentre webclient, a flash screen is shown in the middle of the screen which seems to keep running after the message "Application Layer Started" and never seems to complete. Screenshot is attached. Then if I run WebClient, a Browser window opens with an error "HTTP 400 Bad Request" Please help sort this issue.
Support for workflow with mutli tier approval mechanism
Hi, We are about to purchase SupportCenter Plus. We would like to know if there is support for workflow with multi tier approval mechanism in SupportCenter. For example, I raise a request and based on the request type and my hierarchy it goes for approval to my supervisor. On approval by my supervisor, it goes to another higher level. Upon final approval I get notified. Please let me know the availability of this feature in SupportCenter. Thanks, Saud
Support Center Plus, java error
Occasionally when working in SCP, our users experience this error, any advice would be great, thanks: 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: java.sql.SQLException: Invalid state, the Connection object is closed. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
SupportCenter Plus outgoing mail queue
SCP outgoing mail inflexibly depends on email server. If any problem occurs, it will not try to send a letter once more. Our support team generates a new request ~every minute, most of requests become assigned to our partners helpdesk via email. So any temporary failure or downtime (mail server reboot, link down, ets) is permanent data loss - partners does not receive requests. It will be better if SCP could store letters in its own outgoing queue as any email client can do. Now we have to use a
SupportCenter Plus Version 7.8 released!
Dear Customers, Please find the new enhancements of the version 7.8 using the link below, http://www.manageengine.com/products/support-center/whats-new.html To download and upgrade, http://www.manageengine.com/products/support-center/service-packs.html For any other queries about this version, please do call us at +1 925 965 6886 or mail us your query to supportcenterplus-support@manageeengine.com Jai SupportCenter Plus
Instaling Customer Support Desk Free Edition in Ubuntu Linux is not working.
I am trying to install CSD in Ubuntu server I need to know what requirements if any are needed in the server or the java version required. Thanks, Jose
Database index after recovery -- search results only see new items??
After importing a backup I find that only new items show up when searched... is it possible to somehow re-index the data so that old data shows up when searched???
New report
Hi, Is it possible to get a report that shows me percentages? For example; I would like see how much percent a sub category is of all my tickets is for this year. so sub category 1.1 = 10% (of all tickets) sub category 1.2 = 5% (of all tickets) sub category 1.3 = 3% (of all tickets) sub category 2.1 = 50% (of all tickets) sub category 2.2 = 30% (of all tickets) sub category 2.3 = 2% (of all tickets) Best regards, Allistair Edit: I am running SCP 7607 and MS SQL server
Hiding Cost Per Hour
Is there a way to hide technician cost per hour to everyone except those designated as managers?
Query Report
Hi, Some one can help me? I would like a query to select the informations below: Request Number Subject Company Support Plan
7704 - Missing email attachments
Hi, I have raised an incident with your helpdesk, ID 6457902, but haven't had a response for a few weeks. This issue is a high priority incident with the latest release whereby a number of our clients' emails are being pulled into the system but the attachments are being removed by SC+. This is causing a big problem for us and we've had to introduce an automated backup of all incoming emails and a manual process of forwarding emails when attachments are lost. I understand that this
Report question - number of days and ordering.
I have the current report: SELECT ti.FIRST_NAME "Support Rep",wo.WORKORDERID "Request ID", std.STATUSNAME "Request Status",org.NAME "Account",aau.FIRST_NAME "Contact",wo.TITLE "Subject",cd.CATEGORYNAME "Category",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.LASTUPDATED) "Last Updated" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates
Outlook Plugin
The online documentation for SupporCenter Plus references an Outlook plugin that allows you to sync contacts, tasks and calendar events. http://www.manageengine.com/products/support-center/help/adminguide/configurations/outlook-integration-with-scp.html#Installation However, the only plugin I am able to locate on the site to download only has Contacts sync. http://www.manageengine.com/products/support-center/64045241/SupportCenter_Outlook.exe Is there an updated plugin that has the additional
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