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.
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
Next Page