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
Upgrade Manager fails with . setcommonenv.sh not found
I am trying to upgrade from version 7.007 to version 7.016. However I keep getting .: 4: setcommonenv.sh: not found when running ./UpdateManager I also tried running . setcommonenv.sh before I do that and that does not make a difference. Any help would be greatly appreciated, Regards, Gian
Update Extension from CTI support reps parameters. Rel 7609.
Hello we can't erase the number extension and sip user into CTI parameters of Support reps information. We can insert only a 0 value but not space Thank you Best Regards Alberto
Logging a Call - Search is not working
When I want to log a call, I have the search feature. However if I enter the name of a contact, this contact is not found. The contact is only found if I enter the account name of the contact. But when I enter just the name of the contact, it is not found. I create the contacts with firstname familyname When I search for firstname some contacts are found sometimes. When search for the familyname (which is quite common on the phone) nothing is found. This often leads our supportReps to create a new
Missing attached file
I have found a very big problem. I start to write a reply to an issue and after a few minutes a draft will be created automatically, good. But if I attach a file before the draft is saved/created, then when I send the reply there is no file. I can see the text of the attachment but when i try to open it it says, no file found.
Update 7700 fails for MSSQL users - Cannot drop the index ‘WorkOrder.WorkOrder_IDX6’
Just in case anyone else gets this (or a similar) problem, during our test upgrade to v7700 we found that the upgrade failed when trying to drop a table index which wasn't present. The full error message was: Cannot drop the index ‘WorkOrder.WorkOrder_IDX6’, because it does not exist or you do not have permission. Following investigation from the SC+ Support and Development teams it was determined that this is a problem which can affect some MSSQL users. A patch has been produced, v7701, which has
500 Result limit for account searches?
When we do a search for accounts, it is limited to 500 results returned, even though we have accounts that meet the search criteria totalling in the 700's Is there a way to increase this result limit?
Mobile Client for SCP
Will there be a mobile client for SCP as there is with service desk?
Option to mark a time entry as Billable, Non-billable
I noticed that in your timeline that we have thsi feature coming up: Option to mark a time entry as Billable, Non-billable So, if i have a request associated to a contract that has 20 hours on it. then i make a time entry for 1 hour and mark as non-billable. the contract will still have 20 hours remaining?
Support Rep and Account Manager
Hi, we have the following problem: Users are sending requests to our SupportCenter. These requests may be errors they encountered or wishes they have. Sometimes they ask for an offer for a new product. Or one of our technicians finds out that the machine can not be repaired and a new one has to be bought. These requests should then be assigned the account manager to create a new offer for the customer. However, requests can not be assigned to account managers. Also an account manager can not create
Can not change Account for request
Hi, I have a request, that a supportRep has opened. But since SupportReps are not contacts, I can not assign them an account. Our SupportReps in the company can also open tickets for internal request. Therefore I need the account of my own comany associated to the supportReps. I can edit the request and select the correct account from the dropdown-list. But the request is not saved. Even if I select a different account, it is not saved. Furthermore I can not change the name of the requester. The
Enhancement Request: Ability to accept html content or hyperlinks in notes
Hi ManageEngine, Would be nice to have the ability to include html content or hyperlinks in notes within a SR. Thanks in advance, Roberto.
Request Template Trouble
Hello in the last Release 7.7 you have changed the Request Template management. Why you have deleted the Solutions Field ? For our client it is convenient to have a template to definitely close a telephone call. But if the field solution is deleted it is not possible to close and it is necessary to make the manual closing. One more step. Please let me know, about delete of this field. Thank You Best Regards. Alberto
Copy accounts and contacts from one business units to another?
Hi! Is there any easy way we can copy accounts and contacts from one business unit to another? regards Christian Berg
Multiple Contracts Per Account
Hi, Is it possible to have multiple contracts for an account and product? When I tried to add it the system would not let me. We are a provider of an online webhosting solution and have the same client buying multiple instances of the same product. I would like to move our contract management into the SupportCenter but without being able to set up multiple contracts for the same account and product I cannot. Thanks, Tom
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