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
Outlook Contact Synchronisation Not Working
I recently added the Outlook plug-in with a view to downloading all SCP contacts into outlook to publish to our support team for further sync to PDAs. However when the synch option is selected in Outlook the contacts are not updated. Further tests concluded that synch did not work either to or from Outlook. This was tried with Outlook 2003, 2007 and 2010. Please advise.
Time entry for Request Tasks or Activities
We use SCP extensively for help desk support but we also create Requests for Work Orders or Project based activities. It would be great if we could create "sub-requests" to enter time against and also set budgets for hours or dollars for each of the Requests or SubRequests (activities, tasks, etc). Thanks!
Is it possible to create additional fields that can be used in request, account and contract
Hi, I'm looking for a way to be able to create an additional field and use this field including the input in multiple forms, so that if I fill it in for this one customer, it will use the same field for all the info screens like account, contract and request. Is this possible and if so, how can I get this to work? Thanks in advance Johan
Tracking Changes
Hi, Today I ran into issue. We have multiple business units (say A,B,C,D) that share contact accounts. Customs can access more than one business unit. The problem I have is that when a BU administrator changes or edits an (linked) account in BU C, the changes will be made to all BU's. Ideally I would have an option to not allow BU admin's to change/edit account that are linked to multiple BU's. Only global admin's should be able to edit these account. But I would also settle for a "History" tab
Closed Request Automatically Reopened After a New Email Is Received
Is there a way to avoid this function? It is affecting our SLA.
License Expired
Hi So our license expired on April 22. We have received an updated license on the 25. I can not access the client. How do I update the license? Cheers Detlef Update: Thank you, found the answer in the FAQ
How to: prevent New Registered User email?
How do I stop SCP from sending New Registered User email messages to our support folks?
Position of POP UP CALL ALERT
Hello, the CALL ALERT pop up is always in the bottom of page. When the list il too long is not functionally Is it possible to change the position of pop up Alert in top? Thank You Alberto
Accidentally made account inactive- need it back
Hi, I've accidentally made an account inactive, but I need to get it back to active. Also, this account and 4 other clients have the same domain name (we host them) so all of their requests are going to the same account- but I need to split them up. How can I do this? Thanks!
Font size and @
Hi, We are using SupportCenter Plus and are having two problems. 1. When we reply to a request the font size is way too small. We have to manually change the font size and that uses alot of our time. 2. when we are writing an e-mail to our customers the font size suddenly changes to a bigger size as soon as we type in @. It is very annoying since we use @ alot :) (It seems like it has something to do with the Heading button (CTRL+ALT+2) Can you please reply to me on these matters with a solution?
Add Notes to ticket - how can we sort last updated ticket?
How can I sort the tickets with the dates of added notes? If I select "email rep," only 1 person would be notified about the note. Is it possible to show on the Home Page that would display customized views like: "tickets with new notes added to Support Group tickets" "tickets with new notes added to Tech Group tickets" "tickets with new notes added to MY tickets" This is a big problem especially when a ticket is closed, and if I add additional notes without notifying the (one) rep, there is
Adding number of days open to report
Hello, I would like to the number of days since created to the following report. This report is being run on a mysql database. I had opened a ticket before, but did not get any notifications that it had been posted. I would also like to order by support rep, then number of days open, then customer. Thank you, Shawn 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)
User Manual
When can we aspect the user manual to be updated? As I would like to know how to setup all the new features Regards, Hoya Admin
On-screen popup for incoming calls
Hi again, I have defined three asterisk sip extensions, all in the "default" context. I have two of them assigned to support reps (one is administrator, another one a support rep created by me). All three extensions are registered in asterisk and dialing from any of them to any other works perfect. Click-to-dial works on both extensions assigned to support reps (and I get the on-screen pop for the outgoing call). The problem is now when I log with a support rep and call the extension assigned to
Template SET and USE problem
Hello I found a problem into Template manager and use on new Request. I Have defined a Template with Group, suppreps, subject, description and Resolution in order to insert a completed Request with closed status. But in the template FORM ( Administration/ Request Template) 1) I Can’t Select or Set Account / Contact . It’s possible to set this in a template for Request ?. For example our customer have the same request template for supp reps user. And the contact in initially not defined. (
List of emails sent
Hi, Is there a way to see a list of emails sent? or bcc all emails to a particular email address? I just wanna monitor what my agents are writing to our customers. Thanks Nobu
Ability to create an internal SR (Collaboration Request)
Hi ManageEngine, We've noticed escalations works pretty well. But there are some cases where the original Support Representative should keep the ownership of the Service Request while having internally a college helping him. Let me describe this situation: .- A customer (contact) open a SR. .- The Support Representative assign it to himself. .- After the initial troubleshooting (1st and 2nd line) he realizes he needs to escalate the call to a backline engineer. But this last one, shouldn't have direct
Data Import
Is it possible to import data from a different system into SupportCenter? Like an import utility or something.
Delete Hidden Scheduled Tasks
Hi Trying the latest demo of Support centre Plus, Prob in scheduled reports I created few scheduled reports in administrator account. Deleted few . Made some changes and created new ones. Now prob is that I rec both the older ones and new ones. . Got query on one of your posts to find out who is the owner of all reports. Found that all are by Administrator. The screen shot is as under. How to delete these unwanted ones. Regards Vishal.
7704 - Automatic contact registration doesn't notify support reps
Hi guys, I've spoken to Arun on the phone about this but I'm raising it here for everyone's awareness. We've recently enabled the option in the Client Portal to allow new contacts to automatically register themselves in the system. This seems to work fine with a single, fundamental, flaw: Once they've been through the verification process nobody in our company is notified that they're effectively waiting for us to give them a login!! This makes the functionality almost
Attachment not properly saved
I tested the 7704 build but the following bug, reported as fixed on 7702 it is not. SC-5937 While saving the drafts, attachments are not getting saved properly. When a reply with attachment is saved manually or automatically the attachment is deleted (you can see the file icon with 0Kb size) and most important, when the reply is sent the file in attachment is not present. Please fix this as soon as possible. Is it possible to disable the autosave function?
assign to Support Representative when request status changed
Hello All, Is there any way to assign to Support Representative when request status changed? please help Thanks & Regards Winan
Upgrade to 7704
Hi, Customers who are in the version 7.7 (7702,7703) please upgrade your server to 7704 build. As mentioned earlier , once you delete a sub account, it will delete all the contacts in the system. Here you can download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html regards, arun
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