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
Customisation of Customer Portal
Does an SC+ administrator have any control over the customer portal content/presentation and, if so, how? For example: a. When a customer logs in, the portal launches on the home tab - can it be set to initially open on the requests tab? b. Is it possible to hide/remove the 'Change Password' link on the 'Edit My Details' page?
SupportCenter Plus Hotfix 7704 released
Dear Customers, Hotfix 7704 released today.This release fixes the problem "Contacts getting deleted, when a sub account is deleted".People who use Sub Account feature, please upgrade to this build. Please follow the link below for the list of issues addressed, http://www.manageengine.com/products/support-center/sp-readme-7_6.html For upgrade instructions and to download the patch, please use the link below, http://www.manageengine.com/products/support-center/service-packs.html Thank You Regards,
Privilege error when attempting value look-ups in SupportCenter (Admin: business rules, Reports: filters)
We are preparing to go-live with SupportCenter Plus, and I have discovered two interesting hiccups in our production environment (that don't occur in our dev environment). In the Admin area, when trying to create or edit a business rule: When defining or editing rule conditions (click edit on an existing condition or click "choose" when defining values for a new condition), I receive the following error in a new browser window: Forbidden: You don't have permission to access /RulePopUp.do on
Portal login
Why do I recieve the message: Contact not allowed to login?
Client Feedback Surveys Not Working
Hi, We have tried raising this issue a few times, opened tickets, posted on the forums, tried calling, but the user surveys are still not working. They work fine when sent out automatically from the help desk based on number of tickets closed, but when you manually go into a closed ticket and go to Actions->Send Survey for This Request it does not send the correct email. It sends the original email body text "Kindly follow the below link to take up the survey:" instead of the email we have set
support center plus and service desk integration
Hi there, we are planning to use support center plus for customer management and service desk to manage in-house IT assets, change management, configuration management etc. Is there a way to integrate the 2 products like service desk and OP manager/facilities manager??
How to set the extension in Asterisk?
Hi SCP Suppport How to set the extension number in Asterisk? The extension is assigned to support Rep. If I set in asterisk->extension, there need define a password for this extension,but in SCP, there is no place can input the password when I enable the support Rep call alert pop-up function! Thanks! From looklee
CTI integration and options
Hello, We are currently in the process of investigation the usage of CTI in combination with Support Center. We still experience some problems with this (for instance outgoing calls do not work) and we found out one important issue and that is that the extension for the support reps should be the phone number. But now since we have incoming calls working we have a question: - The option to log a call is available, but since support center also knows how long a call lasts, shouldn't it be smart to
Why deleted scheduled report is still working?
I scheduled a report every month when we started to use SupportCenter Plus several months ago. Scheduled time is 9: 00 AM of 28. Some time later, I deleted this scheduled report and made a new one whose scheduled time is 17:00 PM of 28. But every month I got two reports. First one is sent at 9:00 AM of 28 but nothing in the report except creating time. Another one is sent at 17:00 PM of 28 which is the report I want. Since the report is sent to lots of colleagues, that's really boring for them to
Constant mail fetching stopping
I am experiencing e-mail fetching stopping all the time. I have tried a series of things to start it again. I was told to go into the e-mail account delete the top e-mail and the rest should come through but it seems that every e-mail after that stops the fetching and i is taking a long time to get them all through the mail filter... Any Ideas??
Data Dictionary
Can you please send me the data dictionary for SupportCenter? If not can you please define the entry for 'Job Title' in the Contacts screen. Thanks
Request Template problem
Hello there. When I have a new Call and I want to use the Request Template, with the two different way to insert it, SCP Lose a information. 1) Log a call for new user ( from log a call icon) - When I don't know the caller. I insert the general information ( Contact, request and Description of call). After with EDIT I select the Template but the subject and Description they are not update with the template value. 2) Log a Call for user from New Request function - I insert the Caller ( contact) but
Call Alert Pop Up Time length
Hello, Is possible to set the time length of Call Alert Pop Up. Now is set ( I think Hard Coded) in 60 sec, after the Pop Up is closed. When the Suppo Rep Users have too much shortly call is possible to have pop up overlapping. With a smaller duration the Suppo Rep can manage all the Call. Thank You Alberto
Outlook type behavior in "Requests" tab
There are so many different types of views in the "Requests" area of SCP, as shown in the partial list below. Currently, you have to click each one of these items to see if there are any items in there. It would be SO much nicer if you could put a number next to each one of these views, showing the Technician how many items were in there. Something like Outlook does when you have new email, as shown below. Outlook displays the number of NEW items, however I think in the situation of SCP,
Timesheet Module - Need Inputs
Hi All, Thanks to all the customers for keeping this forums content-rich & informative. We appreciate your contribution towards that. The purpose of this post today is to draw your inputs for the new "Timesheet" module that we are building. I understand that time sheets are core to most businesses and the ability to manage them better would make things a little easier. Features that would be available are : * Billable & Non-billable time entries * Approval Process for time entries (optional) * Ability
Lock Customer´s Accounts
Is it possible to lock Customers Accounts if their Contract expires. Thanks
Contract Description
Hi, When addding information into the Contract under Contract Description it would be great if i could see that info in the "Account Info" tab in a Request. Just like i can see the "Support Type" and the name of the Contract.
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