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
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
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