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Hi, Since upgrading to 7704 the Mode property in incidents is no longer being updated automatically when users send emails to raise incidents.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
notifying techniciens when respond by and resolve by SLAs are exceeded
Hi, I was wondering what teh best way to configure email notificatiosn for exceeded SLAs. We dont have automatic escalation enabled to assign to different support rep. when SLA are exceeded. My question is how to use these notifications without enabling esclaation to another support rep: -sla escalation email -first response escalation email so far what i did is simply put checkmarks next to enable level 1 escalation for response time and resolution time, but i didnt specify any support rep or any
Russian Language problems.
Hello! If my lang Russian, when i try edit "Notification Rules, Email Templates" Save button not work. When i change locale to English, Save Button work fine.
\r
Hi After restore the database i get this \r in text fillds on drafts for example,
Survey cant open,
When i closed a request, automatically sending client survey with e-mail. Bu i try to open survey link on the e-mails, i m getting the below error; message Invalid path /SolutionsHome.sd/sd/SurveyDetails was requested description The request sent by the client was syntactically incorrect (Invalid path /SolutionsHome.sd/sd/SurveyDetails was requested).
7704 - Inline images not appearing from some emails
Hi, We're seeing a problem which we expected to be fixed in this version. In all instances, emails from one of our clients which include images within the body of the email are not being displayed. I've done some investigation and discovered that the images are not being stored in the inlineimages\WorkOrder folder and that the HTML in WorkorderToDescription is storing the image in the following format: img src="cid:92afbefa-cd8e-49ee-966e-5d5980881b19" For incoming emails whose inline
SupportCenter report- timespent and request in same report
Hi All I want to take a report, its should be contains support rep column, subject, account status, resolution ,time spent, timespent enry columns in a one report is it possible?
Link domain email address to account
Is there a way where you can add a domain name ex. @xyz.com to an account so when you receive an email job request it automatically links it to the account instead of adding every single account like name@xyz.com? The problem is that everytime we receive an email from a new user it doesn't go the the account until we don't add it and it creates a mess. Any thoughts?
7704 - Portal login error page layout
Hi Support, When a user attempts to log in via the Portal and gets their username or password incorrect, the refreshed page (which informs them they've got their credentials wrong) isn't laid out the same as the initial login page. This wouldn't be a huge problem save for the fact that the login box can 'disappear' if a user's screen resolution or browser window isn't big enough. Cheers, Andy
how to set default page "customer portal site"
Hi, Can we set "customer portal site" for default login page. I mean , when i enter the browser http://zoho.domain.com it must be redirecting to http://zoho.domain.com/customerportal
Cannot send mail to external recipients using Exchange 2010
No problems when using Outlook or other e-mail clients, but when using SupportCenter get the error: "Sending notification failed". This only happens when sending to an external recipient, internally no problem. Might be some kind of authentication problem (see attached support file). Have tried dedicated externally secured receive connector on mail server, with or without using TLS in SupportCenter, but nothing helps. Worked fine on our old (now decommissioned) Exchange 2003 server, so it must
Support rep report
Hi, Is it possible to get a report on how many support reps there and which business unit(s) they are assigned to? Best regards, Allistair
can we change request status menu on the request edit menu
hi, can we change to request status on the request edit menu.
Missing Resolution field in Request Templates
In the previous version we can fill resolution field in Request Template, now it's impossible. Why ?
7704 Embedded images not appearing in incident body
Hi Support, I've upgrade our UAT system to 7704, have begun testing and have found a couple of problems. The first thing I did was to send a new incident into the system via email which included an embedded image in the body of the HTML and a txt document attachment. The attachment has been put into the system as an attachment and can be viewed, however the inline image is showing as a missing image icon rather than the image itself. Upon further investigation it appears that the inline image
Group Notification on Unpicked not working
Hey guys, i'm simply trying to get notifications if a request is assigned to a group and then is left unpicked after a period of time. My requests are being properly assigned to the group and if i enable the notify when the request is added to the group then i get those notifications using the same technician. The group is set to send a notification if the request is unpicked for 1 minute and i have enabled the group notification for unpicked requests in Helpdesk->Notification Rules but still
iPhone web app
Since the majority of the members of my company (including myself) have an iPhone glued to our hip most of the day, and since ManageEngine has proposed an idea about a PDA interface, I'd like to see an SCP application for the iPhone or even an iPhone formatted web app that allows technicians in the field with their iPhones to easily jump into the system, update cases, view reports, and get an overall feel for everything going on in SCP.
7704 Dashboards - Unexpected characters
Hi Support, When I open the Global Dashboard in the new system, all of the widgets include the text "" on the screen. I presume this isn't by design? Cheers, Andy
Automatic Change Status to RESOLVED
Hello SCP support, in all SCP version (also in 7.7) is not possible to automate the change status "RESOLVED" with the insert solution into ticket. Have you any suggestion to automate it ? The support Reps users, need this feature in order to distinct the resolved status from Closed status , but automatically and not manually. Thank You. Alberto
7704 - Page elements don't resize with browser window in IE8
Hi, I'm currently testing the 7704 upgrade on my UAT system and I've found what appears to be a very frustrating issue regarding various elements of the UI not resizing with the browser window. To recreate: Set your IE8 browser window to a window size which can be increased (i.e. not full screen) Open SC+ Naviage to the Requests, Solutions, Accounts or Contacts tab Resize the browser window to make it larger In previous versions of the product the system would continue to fill the browser,
SQL Server 2008 Express
Hi, We currently run Support Centre on SQL Server 2005 Express and we're getting close to the 4GB DB limit which this technology will allow. SQL Server 2008 Express R2 will allow up to 10GB DBs and therefore we'd like to move our system onto this technology. Before we make any such move I'd like to know whether this has been tested by anybody or whether anyone is currently using a similar configuration (Express or Std SQL 2008) who can comment on its feasibility. Thanks in advance, Andy
I can not change or add priority in your demo versions
I can not change or add priority on the demo site (http://demo.supportcenterplus.com)
New Idea: RDP field with link
Hello, I am often running into the problem of requiring to logon to the server for an account when trying to fix requests. I often have to open a new tab, find the account, open the account and then look for the remote control settings. I would suggest making this a little easier by defining a remote connection field. We have the extension rdp:// registered within windows to open a Remote Desktop connection to the user. The problem is we cannot use this extension within support center. If we add
next hotfix / next version
Hi, 1) when will the next hotfix be released? 2) when will the next version be released? (is there a roadmap? which features will be included?) TX martin
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