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
7704 - Increase the number of search results shown on a page
Hi guys, Is there any way to increase the default number of requests shown in search results from 5? It can be quite time-consuming to page through a large number of search results and it would be much quicker if we were able to scroll down the page instead. Cheers, Andy
Mail Fetching, Business Units, and Rules
Hi We currently have SupportCentre Plus fetching mail from a mailbox and creating calls from it. We have the need to create a separate Business Unit (we'll call it 'ABC') and have it pick up emails and assign them to Groups/Categories within the ABC Business Unit. If I create a Business Rule under the new ABC Business Unit that looks for a subject of ##ABCDesktop or ##ABCInfrastructure, it should assign it to the ABC Desktop or ABC Infrastructure group within the ABC Business Unit and assign the
7704 - Automatic Contact login details - URL is wrong
Hi, I've just tested the auto-generated email to notify new contacts that they've been set up with a login account and I'm sad to say that I've found yet another bug. On this occasion the URL which is sent through within the email, referenced as $ServerAliasURL, is coming through in the email as a completely nonsense URL. The text in the email itself is valid (albeit wrong) but the link is neither correct or a valid link. There appear to be two problems: 1) The text displayed doesn't
owning a manage engine
Dear Sir, I had downloaded a 30 days trial version of manage engine. Now i want to personalize it for our activities. How can i do that?? and is there any cost for it? Regards, Dhanya
7704 - Upgrade trashes Request filters, displayed columns and their order
Folowing an upgrade to 7704 we have found that, for all our support reps, the Request filters they had selected as their 'default' display when they clicked on the Requests tab have been changed. As well as this, the columns they displayed in this view and the order in which they are displayed were all reset to a very un-helpful 'default'. Whilst I appreciate there's no way for us to retrieve everyone's previously-configured views, could you please ensure that in future updates this information
how can i delete to some survey results?
Hi, can we delete some surver results manualy ?
7704 - Mode property in incidents not being automatically completed
Hi, Since upgrading to 7704 the Mode property in incidents is no longer being updated automatically when users send emails to raise incidents. Andy
Support Center automaticlly register requests
Hi, My name is Bogdan and I want to set up the application to log the requests automatically. Is there any documentation or someone to explain to me so I could understand how to do this. Thank you,
is possible large description input menu on the time entry page
Hi All, Can we expand to description input box on the time entry page? ( we can type 59 characters at the moment, we want to 120-150 characters, if it is possible? Thank you
Report Layout
Hi, Is it possible to adjust the report layout in SupportCenter + so that when we print the reports out we can read the whole request / description etc? Hope to hear from you soon. Many thanks David
Time format
Hi! In my Preferences, im setup datetime format like 24h. When im create new Task, ComboBox Start Time looks like 12AM. How to setup timeformat to 24h in all places?
Product \ Account \ Contract Additional Features
Hi, I've a few quick questions - 1) I want to tag products to specific Sub-Accounts as each sub-account may be on different locations & have different equipment list. Its too difficult to track which equipment belongs to which sub-account (site) under the consolidated associated products list in Account view. Can this be done or is there a work around? 2) My contracts are always a group of multiple products for each account - but I can see the option to select only one product for each contract?
7704 - Go to box in Requests tab doesn't truncate input
Hi guys, A small problem, but an annoying one nonetheless. If you paste a Request ID into the Go To box in the Requests tab and leave a space at either the start or end, the system prompts you with the following message: Please enter only Numeric values I imagine it would be a relatively simple task for you to strip any white space before and after the text which would prevent this message and speed use of the system up slightly. Thanks in advance, Andy
7704 - Contact filtering not unfiltering
Hi, When I navigate to the Contacts tab and filter the results using one of the letters buttons (i.e. W), the system correctly filters my display to only show those contacts whose name begins with the chosen letter. If perform an action on one of these filtered contacts, for example, selecting their tick-box and using the Associate button to link them to an Account, the page refreshes and the action is completed. The page remains on a filtered list but the All button is highlighted and, whenever
7704 - Searching for contacts is hit-and-miss
Support, I've just tried searching for a contact within the Contacts tab and found some very strange results. The contact, which I know is there, is called EQU - Andrew, yet the following searches don't return anything: EQ And Andr Andre It would appear that your search routine only searches for entire word matches within contacts which, personally, we're finding a little restrictive. If there's anything which can be done to alieviate this so that part-matches can be returned, we'd
7704 - Attachments not brought through from emails
Guys, Further to our problem with images from a specific account, we've now realised that their attachments aren't being pulled into SC+ either. This is now a bigger problem than previously, as attachments often contain business-critical information required to resolve our incidents - much more so than images. Can I please ask someone to contact me regarding this as I've not had much response from my previous post regarding images and I'd like this to be reviewed sooner rather than later,
7704 - Mark as private option isn't clearly visible in conversation list
Hi, The feature to mark specific coversation items as private is a great feature, but the implementation of it isn't fantastic - specifically the very small icon which is difficult to distinguish whether it's locked or unlocked. Would it be possible to change these images so that they were more easily recognisable at a glance - possibly by greying-out the public entries and colouring in the private ones? Presumably these are images we could change manually in the interim whilst a change is being
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