Global Administrator
Hello, Can someone please let me know how you create a 'Global Administrator' in SupportCentre Plus, I myself am such but I am leaving the company so need to setup others to take over, can there be more than 1 GA? I as a GA can designate a support rep as a Business Admin but not a Global Admin. Also is it possible to make Reports accessible by other Support Reps/Administrators? Regards Barry
How To Give Access To Support Reps to See Contacts Tab?
I have my support reps on a really restrictive roles where they can only see the requests and solutions tab. Is there a way I can give them access to the contacts tab only as well? I thought it may be checking accounts but I dont want to give them account management access. Thanks
Failed to reply via customer web interface
Wher customer replies to request via web interface and interface language preferences is default (browser default) and default browser language is Russian - message registered with blank body
New Request ID with every email response from the email that was FWD.
I have an issue where i can get the customer generated responses working fine. But when I forward the request to a Vendor using the same TT number and insert a canned respone i do get the email to the correct party, but everytime I do I get the following error in the system, and it will always create a new TT and merge it with the original request. How canIi make it to talk directly with the original request ID and not make a new merged request with every reply with the TT opened with the vendo. I
User Test
Me instale el Support Center Plus version de prueba para ver que tal es, pero cuando quiero acceder por el localhost a la web me pide un usuario y contraseña que desconozco, podrian ayudarme con ese usuario para poder evaluar este software. Gracias.
Report Module - Enhancements & Issues
Hi All, Of late we have been getting a lot of queries regarding the Reporting module. And therefore we thought it would be useful for everybody to discuss these issues on a common thread. Please post your suggestions/queries regarding the reporting module here. Regards, Vinu Sreedharan
Replying to tickets generate a new response.
After a hotfix install to bring up to 7609 we have found there to be an issue when you click on the reply link under the main ticket window is till bring up the reply email... once this is completed it will then close the email window, and go to the address: http://serverip:8080/WorkOrder.do?woMode=viewWO&woID=null The email that was sent from the ticket is being sent to the customer, however it is no longer showing up in the conversations part of the ticket. Has anyone else seen this issue, or know
Italian Localization Problem
Hello , into last rel 7703, we have a problem into admin/business rules when we want to insert a new rule the condition list not appear. In english language we see the list. Best Regards. Alberto
CTI Pop Up Call Alert in Blank Page
Hello about To improve the use of the CTI is possible to estimate the open of call alert independently of the SCP windows ? For example if the user, connected on the SCP, is in view into Outlook or open another browser, when receive a call, can see the Pop Up on the top of screen. Our Customers, are connected with mail, and internet so need to receive the call independently from Win open. Thank You Best Regards. Alberto P.
one contact (email address) can only be linked to one account
Hi have an issue with email. My delemma is that I have several (80+) accounts all within the same company, we will call this company xyz. Comany xyz has MANY satellite offices around the country and its own internal help desk that all calls must flow through. XYZ's help deks calls my help desk for support and my help desk must email back xyz's helpdesk with status etc. xys'z email address is xyz@xyz.com My problem is this. since XYZ has so many sub offices and I need to
Reconcile Accounts
While I can reconcile contacts I cannot reconcile Accounts. This is not good especially since the search features have not been working very well as of late. Any ideas?
Sub Accounts view is limited
the Sub Accounts view on "view Account details" is limited to 110 entries. If the number of Sub Accounts added on a specific Account exceed this limit, the rest of the entries are not displayed even if they are correctly stored but they can accessed only from the Contacts windows. This is a problem if you want to search a Sub Account that doesn't have any contact related to it yet. I suggest to add a scroll bar or the possibility to change "page" on the Sub Accounts window.
inserting new requests
Team, Is there a mechanism for creating new requests in Support Center Plus without using the web GUI? I had thought perhaps direct sql insertion was the way to go, but I am reading that it is discouraged. How else can it be done? Thanks in advance, Jason Michael Senior Systems Engineer Interop Technologies http://www.interoptechnologies.com
When Logging a call, business unit shouldn't matter
We have techs who are support reps in more than one business unit. When they log a call, they are prompted with the following screen, where they search for an existing customer The way the system works now, if they are in the incorrect business unit at the time they log the call, the system will say that the contact is not found, even though the contact exists in another business unit. The support rep who is taking the call may not know off the top of his head which business unit the caller
Escalation Management
Is It possible to configure/customize SupportCenter Plus so that customers will be able to escalate their Requests ? I.E a Button on the contact View or an action "Escalate". Customer should also add a note for the Escalation. Thanks, Jose
Associate Product - List no longer divided into Types
Afternoon, Am I incorrect in recalling that the Product list (when adding products to a Customer via the Account screen), used to be separated by Product Type? Currently, it appears that I am just presented with a giant Alphabetical list. Regardless if this is a bug, or a feature request -- this list should show as a separated list, much like when a customer uses the 'Product' drop down when adding a request.
Problems in Time Elapsed
Hello all I have a big problem in my SC. I have some request status that are with selection (stop clock). When I close the request, the SC is calculating all workd hours and not considering the stop in the clock. How can we solve this issue? I have to send the SLA report to customer and I can´t with wrong information. Regards Denise
Contract ending, what now?
Hi, What do you do when a customers contract has expired, and customer has said he doesnt want to extend the contract? I do this: Unassign Templates Delete login for all users But why isnt this done automaticly? If a contract has expired, then the Account, incl. the users shouldnt have acces to the portal, right? Will this be a part of the upcomming "Inactive Account" feature? So that an Account will automaticly be inactive when a Contract has expired. This would be a great help for us. What
Is it possible to get last login date/time from a contact ?
Hi Having a lot of contacts in our system and wanted to clean up contacts that have not been active in the last year. Is it possible to get last login date and/or time and how ? What will happen to existing cases / contacts if we remove the contact ? thx in advance
Search Issues
We upgraded to build 7607 with the enhanced search facility and our experience has been mixed. The search option apears to fail randomly to identify requests or accounts we know exist and the people using it are becoming frustrated at the loss of functionality. Is this a known issue and if so would upgrading to a later build solve it or is it something more fundamental.
Stop Timer and OnHold Status enabled only to selected users.
Hi, Can we actually customize the OnHold and Stop Timer to appear only on selected Users? We are currently using SC+ 7.6.0. with regards, Angelo
editing features
I am so glad that some of the editing features have been fixed. But, where did the spell check go?
Dashboard requests overview
Hello, When we look at the dashboard to view our requests it seems a little strange. Every day (and week) the number of inbound request is way higher than the number of completed requests. Is this explainable in any way? What does define an inbound request and what is a completed request. At the moment we have 40 request open but when I look at the dashboard it says for this month: Week 1: Inbound: 368 Completed: 178 Week 2: Inbound: 165 Completed: 58 Can anyone explain how this is possible? Thanks
Report error
This morning when I tried to run a report I got the following error Type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:66) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
First Response
Hello, @ SCP Can you tell me if the first response can be given just by replying the request from Requests tab or is there another way? Thank you for response Deniz Atay
Poor performance using Support Centre
Hi. We're experiencing very poor performance on our Support Centre Plus system. I've just upgraded to build 7701 to see if this resolved the issue but it didn't. Some of the symptoms include delays while navigating the site and waiting for several hours while trying to import users from Active Directory. I've watched system activity on the server while performance is poor and see nothing out of the ordinary - CPU not maxed out, disk not maxed out, network not maxed out, etc. We're running
ability to send html email notifications to all contacts, groups of contacts
hi there, It would be great if we could send email notifications to all contacts or groups of contacts. ideally the emails could include graphics and images. i would like to use SCP to send software update notifications to customers with specific products.
Mouseover on notes and changing default to printWO when opening request at account.
Hi, I think I already have proposed this idea before but cannot find it anymore. 1) It would be useful if we could have a mouseover option for the notes like there is for the request. So quickly see in the mousehover some information about the latest note(s). 2) Changing the printWO form for the request when opening them from the account information. The print form shows less information and attachments cannot be opened from them. Why not just link to the complete request information. Now we open
Next Release
Any eta of the next release and what features are included? Also are you allowed to share a roadmap of what releases contain what planned features?
Swipe data
It should be possible to swipe data. Users are getting more and more into the software, and get good ideas, and sees things from different view angles as soon as they get familiar with the product. Often it sadly is that there is a lot of work in the system, and a lot of data has already been inputted in different cases. But it would be great if we could "cut the rope" and almost start all over again. I know i could install it on a new server and start from there, but that is not what i want. I
Do not email on ticket assignment to a support rep, if the support rep is self.
We love the ticket assignment notifications (When a support rep has been assigned a ticket) however its annoying when the e-mail comes in when we assign the ticket to ourselve. Current Operations: Bob "picks up" or assigns a ticket to himself Bob gets an e-mail saying a ticket has been assigned to him. Proposal: Admin enables "Do not email self" Bob "picks up" or assigns a ticket to himself Bob does not get an email. Ashley assigns a ticket to Bob Bob gets an e-mail saying a ticket has been
Contracts Module - Enhancements & Issues
Dear All, Now that the 7005 is out, we are back on feature enhancements. Previously, based on your suggestions, we improved the reporting module & it has come out well with lot of issues getting fixed. I would like to do the same for the Contracts module. Contracts module, as you all know, is an integral part of any customer support software. We have a couple of suggestions for enhancements of the same. And therefore, I would like to invite suggestions for enhancements to the Contract Module, the
Licence Expiry
Hi Can someone advise what happens after licence expiry? I have 'heard' that access will still be possible but no support will be given. Regards Barry
Product visible for customer
Hi, Why isnt it possible to make a Request Template where customer can select software? As it is right now, only Sup. Rep can see/edit the Product, and not the customer.
Popup on Closing Call "the contact has not acknowledged the resolution"
Hi SC, Arun looked at this request for me in Jan 2010 when I was using 7511. During this thread on Jan 25th I said the following http://forums.manageengine.com/#Topic/49000003798008 "Ok, found something else with this. Once this option is turned on I can't close a call without putting some text in a popup box that says "the contact has not acknowledged the resolution". This only happens if I have the Autoclose option set, see both screenshots. I don't want to have to fill this in every time a
Single sign-on to customer portal
Users authenticate via my system portal and then launch numerous applications from within - the portal authenticated credentials are passed to each application when selected i.e. single sign-on. I now want to make the SC+ customer portal available to the users in the same way. Is it possible to sign into the customer portal by passing already available user credentials to the login page?
Ability to create temporary contacts
Hi ManageEngine, We would like to propose an idea here. We would like to offer the possibility to use our SCP instance to new customers like a "try out". So they will be able to open SR's with us and try out the service we provide.That means creating contacts what need to expire in 1 month or a defined date. Actually, contact creation doesn't allow to define an auto-expiration date for a particular contact. This would be very handy to have, otherwise we need to disable the contacts manually once
Enhancement request: CalDAV integration
Hi ManageEngine, We'l like to have CalDAV integration for the SCP calendar (events and tasks). Are there any plans to implement this in a future release? Thanks in advance, Roberto.
Active Directory import problem
Hi, We're on Version 7.6.0 Build: 7607, but are having problems with the AD import. When we select the Organizational units to inport from and start the import nothings happens. See the attachment for a screenshot where the program gets stuck on something. If I don't close the screen myself after 15 minutes or so, nothings happens. Please advise.. Greetings, Nick
Log Creation Amendment SC+ 7.6.04
Hello Is it possible to create a script to amend the log creation times? The reason I need this is that for our use, we sometimes have clients raise multiple issues in one log not a problem during the month as there is time to split into individual logs but there is the occasions when splitting the log means the new logs are created in the subsequent month which causes problems for our reports. Good day Barry
Next Page