how to create customer account for bulk hours?
How to create customer inside support center plus, version:700 for bulk hours?
Number of calls listed on "show calls from account" is incorrect
When choosing to show number of calls from account it shows 25 lines twice, and even though the second one is actually 50 it still only every shows 25 no matter which item you choose. Release 7701 Cheers Rich
Remove completed tasks from activities tab
I can't believe I haven't seen any posts on this. On the Activities Tab, we use the "tasks" as kind of a to-do list. When a task is completed it should automatically disappear from the "my tasks" view but it just stays there. Do I really want to page forward through three or four pages of completed tasks before I reach my active tasks that I haven't already completed? Especially since there is a seperate "Completed Tasks" view. "My Tasks" should be all my tasks that I still need to do. It
How to disable reply and forward mail from Request.
Hello there, Our Customers want to disable the reply and forward from request for group or roles of specific user. Is it possible to disable this feature, or all the user of SCP can reply to contact ? Thank You Regards. Alberto
Restoring from backup every few days
Hi. Recently we are having to restore our Support Centre database every few days as it stops responding and this is the only way to fix it, even if we reboot the server, restart the services, etc. Therefore my assumption is that the database is corrupting. The symptoms of this are simply that there is no response from the server, it just times out when users request the page through a browser. I manually use run.bat on the server and this shows that the server is running, but it just doesn't
Auto-Assign
If a request is unassigned and someone touches the ticket (edits, updates, etc.) the ticket is auto-assigned to them unless that person assigned the ticket during the edit. For example: Scenario 1. E-mail comes in and goes to a group Request is edited by John Doe. System auto-assigns ticket to John Doe since he touched it. Scenario 2. E-mail comes in and goes to a group Request is edited by John Doe. John Doe assigns ticket to Tier 3. System does not auto-assign because John Doe already assigned
Add Permissions To Notes
Similar to Tasks & Events, add a permissions to add, edit or delete notes on a request.
Search Contacts
Click Log Call and Search. Cannot find the Contact. However if you go to add the contact it populates. Cannot always find the contact when searching or even when searching on request #. This is Build 7.7. Very hard to find previous requests or contacts, creating a lot of work.
AutoClose tick box greyed out in new function in 7511
Hi Support, I am unable to tick the box to allow autocloses in the new version of SC 7511. Please see screenshot and advise, am i missing something? Cheers Rich
Print Solution
Hi, When Customer see a solution, he might want to print it and take it somewhere else. It would be great if we had that option in Solution View
Reply isn't added
At answer addition to the request the description isn't published Details
Ticket identifiers ##
Hi SCP uses identifiers to assign incoming mails to a ticket (##123456##). Is it possible to assign a different identifiers per BU? For example; BU1 has ##12345## BU2 has $$12345$$ BU3 has @@12345@@ Best regards, Allistair
Call Alert Pop Up
Hello, when The Supp Reps manage a Open Request and in the same time receive a Call, with pop Up, at the close of Request, the Pop up and the call information are lost. With a POP UP in the other page it's possible to save the call data in order to insert a new ticket ? Thank You Best Regards Alberto
Issues with Tasks / Data Loss
Afternoon! We're attempting to leverage the new Tasks feature in SC+, but have run into a few issues that are severely impairing the use. Description field data truncation: It appears that the description field will only save ~236 characters. Entry of text above 255 characters truncates the data -- SEVERE issue for us. Updating the status of a task (from Not Started to In Progress) appears to drop all associated Comments from the Task. Very bad. The same email template is used for all updates
Italian Localization Problems
Hello there, we have a customer that have buyed SCP Multi language license and need to use it in ITALIAN language. But SCP don't RUN better in Admin and request modules with all browser ( IE8 , Firefox and Chrome). The customer has planned the Go live in 13 dec. Can you tell me when release a italian file that work fine ? !! Thank You Alberto
support centre plus
How to export contacts from support centre plus.
Cant open file 'servicecontractri.ibd'
Hi I am getting a failure on my backup of SupportCentre ERROR = General Error, Message from server: "Cant open file 'servicecontractri.ibd' errno:1) Wondering if anyone can assist? Steve
SCP - holidays
Hi, i have all holidays for 2010 (this year) in the system. Must a enter the holidays for 2011 as new entries or can i also change the existing entries from 2010 to 2011. Or will this cause a problem with sla-calculation of old requests? To change the date would be more comfortable then to add new ones. TX martin
Browser size in 7014
After installing 7014 I've found that in both IE and Firefox the horizontal size of the support center pages are much larger than the screen when looking at requests causing the user to have to scroll to the right in order to access buttons and cut off information. It seems as if word wrap is not being used on incoming requests and causing the page to be much larger than required? Do you have a solution for this?
Customer Portal
Hello all, Just downloaded demo, and installed. This looks from the surface to be a great system. I dont see how to publish client portals. I may be missunderstanding, or not getting the general idea yet, but when I go to portals, I get a authorization error, and nothing else. Any help?
prevent user/pass - need to use only AD
Hi, i just configured the AD login and it works fine. I need to know how can i prevent users to login without AD?. Right now, the support users can login using AD and ALSO using user/password (the password is the same as the user name).
File attachments
Guys I am getting a strange error with attachments in Version : 7.7.0 Build Number : 7700. Customers are complaining that attachments are not arriving, and when I click the attached file in the sent email I get: /workorder/FileDownload.jsp?FILENAME=Johnc-4975.JPG&module=Request&ID=28861&path=..\fileAttachments\Notifications\Dec2010\44934\Johnc-4975.JPG&delete=false When I look in this folder is has not been update since Feb 2008. You help if you can please? David
Intermittently, Creating Events / Tasks Creates Duplicates
Afternoon! While attempting to create some Events and Tasks, intermittently duplicates are created. Has anyone else noted this behaviour?
Events Feature Request - Outlook Calendar Events
Hey Hey, Would it be possible for Events to send an Outlook Meeting Request? Its great to have the email, and notification from the Portal, however we would love to see a Calendar event as well. Thoughts? Cheers, Matte
How to Edit the email template for 'Notes' notification?
Is it possible to edit the mail template that is sent when a note is added to a request? We would love to see a link to the actual Request within this email, as it is currently very sparse with details.
Query report: Currently active contracts
Hi there. Apologies if this is the wrong sort of thing to post. I've had a search and couldn't find an answer. I would like to, in SupportCenter Plus, create a query report which lists all accounts which have an active contract associated with them. I realise it's easy enough to create a matrix report which shows you all accounts where contract status is valid, but it repeats the account name where they have multiple contracts. Any thoughts? Thanks, James.
Twitter Does Not Works !
Hi! I knew about that our customer can send a service request by using twitter. It's a great feature and up-to-date service, we knew. And I boast this feature here and there. ;) At the beginning, when set up SCP on our Server, the twitter works well. But from someday it didn't works... I thought it must be influenced by the Twitter's policy was changed. (API, etc, Is that right?) So I was turns to a liar. T_T Please, check this good feature works. Thanks.
Inbound contact information from Call Alert to Log Request
Hello when we have a unknown Contact, and select the Log Request into Call Alert, into Log Request dont'have a Contact Call number. The Supp Reps in this momento cannot insert all Conctact information, but need the Telephon Numbre into Request. In attach two printscreen about the question. Best Regards Alberto
Testing of updates
Why updates for SupportCenter aren't tested in all its localizations? Quite often happens that after update setting in Russian localization there are errors. The same errors don't appear in the English version. It delivers inconveniences at work with clients.
Errors in tranlate and functions of buttons of dialogue of adding of images to the request
Screenshot
SupportCenter Plus Hotfix 7609 released!
Dear Customers, Hotfix 7609 released today. This build is more focused on correcting the database errors for a trouble-free upgrade to Version 7.7. For more information visit, http://www.manageengine.com/products/support-center/service-packs.html Jai SupportCenter Plus
Assign more than one ticket to an event (
Dear Reader, I would like to propose an idea regarding the "events". It would be nice if you could assign a list of requests to one event. Example: we have fix maintenance times during the year. On these days we have a list of requests, which was opened during the last weeks and which we only can solve during the maintenance window. Therefor this feature would be nice. Best Regards, Martin
Mail Fetching Automatic Stop.
Hello I have notice that the Fetching with the Mail Server is close without manual intervention . Is possible to investigate with LOG the Cause of manual Stop ? Please tell us how verify the normal Run or the Stop cause by error of the mail fetching. Thank you Regards. Alberto Perin
User Administrator and sceduled reports
Dear Reader, I noticed that scheduled reports aren't available in 1 overview with the Administrator user. When a Support Rep has a scheduled report on his name and he leaves the company we can't control his scheduled reports. We have to change his password, login as him and than remove the scheduled report. I would be nice to be able to edit/remove all scheduled reports from everybody with the scheduled user. Please consider taking this in to one of the future releases. Nick.
File links instead od atachement
It would be good to have links to related offers, invoices and documents inserted into request form instead of atachement. That would save database space. Also, one could organize data files into folders outside the SCP, but still reach related files from within SCP. Think about images. If we have, say, 1000 request per year, and every request has related offer, invoice, 3-4 pictures, some pdfs.....and everything is atached into SCP?
Two enhancement requests about solutions
Hi ManageEngine, I'd like to propose two enhancement requests in case they haven't been mentioned already: #1.- Currently, Accounts can only be assigned to one single Topic. Is it because this field in the database is single-valued? Would be handy to be able to assign more than one Topic for a certain Account. #2.- Assign a Solution to a Topic without having to edit the Solution: Actually, to assign an already created Solution to a Topic you need to edit the Solution. This can be time consuming if
User - "Administrator"
Hi, we are using AD-Integration for all our SCP Users. There is one default user "Administrator" which is not an AD-User. We never use this user. Can I delete it completely, or do I need him for special system tasks? TX Martin
Reporting Assistance
Hi, I am trying to get more out of the reporting for SupportCenter Plus. Essentially I manage a team of people whom I rely on each day to log a certain amount of timespent. I have created a timespent report and sorted it by support rep and account, this gives me the total amount daily which is great. However I want to get more details on what has been done and the current status of the ticket. I would like to see a list of timespent, the account, the ticket number, and whether they are a contract
Opening attached files in Opera
Hi, I have a problem opening different file types attached to the emails. Firefox and IE open them perfectly using the assigned software. And using Opera it converts any file name to FileDownload.jsp and doesn't recognize the extension. Even simple .txt files. Please note I have no such problems when opening such files from different resources. Only when I try to open the downloaded file from the attachment in SupportCentre Plus.
I can´t restore data from a backup file (Build 7701)
Hi Community I try restore data from a backup file of the same build version (7701), but only see requestScheme is http requestScheme is http requestScheme is http requestScheme is http requestScheme is http.... What can do ? Regards Aníbal Juárez
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