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
renewing a contract makes all requests associated to original contract unviewable
Hi there, If I have a contract and then i renew it, any requests associated to the original contract will not display on the GUI. when i click on them I'm just directed to the main requests page. i want to be able to update the existing requests to take the new contract-is this possible?
Using MSSQL (9/10) DB and Named Instances
I have noticed that there are no instructions as to how to set up the software if the database is running Named Instances (aka the software is not the only service using the database and there are separate servers installed running side-by-side). So the following is a list of instructions on how to get it working as I figured it out: 1. Install the server with false server info 2. Shut down the server service if it is running. 3. open the file C:\Adventnet\ME\SupportCenter\Server\default\deploy\mssql-ds.xml
Reply button at top of conversation item
Hi Support, I was wondering whether it was possible for you to make a very small change to the system which would make a huge difference to our support reps. When a reply is sent from SC+ by our Support Reps to a contact it includes the previous email. This ensures that contacts have the full information about the request for their reference. The down-side to this is that, as time goes on and the number of correspondence items increased, the individual trail in a response gets bigger and bigger.
How to remove unwanted conversations?
Hi Is there a way to remove unwanted conversations? For example, I logged an issue before with auto-replies. What if I had 20 conversations from auto-replies, I still wanted to keep the request but I want to delete the conversations generated from auto-replies? Thanks Al
Conversations page - increased info
Another useful thought? Just as an additional option, maybe when you add notes that have been discussed over the phone, you get the option to add them as conversation notes, rather than discussion notes, and get a an option to choose how you wanted to add these notes. So if you had a conversation with someone, choose to add notes, choose that this is a phone call note rather than a discussion note, add your notes, a phone icon should come up in the conversations section with the notes so everything
Enable default "View All Conversations" in Request View
I would like to reduce the number of clicks when the time to view the responses of both clients and the support team. Is there any way to enable this option "View All Conversations" by default? Thanks Carl
Attaching canned responses to a customer
Dear Reader, I would like to propose another Idea. I hope this will help you to make a better product and us using the product. I know there is an option to create and manage Canned responses. But it would really help us to add a standard canned response to a customer. For instance this is useful from our point of view, because we have standard reply template in English, but some customers prefer to communicate in Dutch. Therefore we now use the Canned responses, but if it could be linked to a customer
Missing attachments
Version : 7.7.0 Build Number : 7700 Most of the times that a request is sent, the file in attachment is lost/not sent even if present in the answer stored in the "view contact conversations". This generally happens when you attach the file, then you write your answer. I think the issue is originated by the automatic draft saving feature. This bug was not present on the previous build 7607
Release Updates 2010
Hi All, Since the post "Release Updates" has almost 114 updates/replies, we are moving to an year-based release updates post. We plan to track the release updates for the year 2010 in this forum. Note : Please subscribe to this new post as there would be no more updates to the old post. Regards, Arun SupportCenter Plus
Line Breaks for Messages received
Dear Support Team, Users send us support queries via our website; they actually use Enter to insert new lines. But queries we receive do not have any line breaks. Only if you edit a query and just save without even making any changes, the line breaks appear. This problem is related to messages sent by the support center only not the replies sent later by email. As you can see, this makes queries messy, especially when it includes codes or log report copies. My question is: is there any settings we
search
Can I sort the search queries in Support Center Plus? request from: costumer A request 6890, 7200,10000, 10001, 10023, .... In the moment it is: 10000, 10023,6890,10001,7200..... it is not good to handle.
View Request Details - Enhancements
Hi All, The following are the prototypes for Request Details View that are being planned. Please find the screen shots attached below. Proposed design details Header All kinds of request status can be changed from "Status" menu on top. Request SLA compliant status can be shown in the header itself (eg., First Response time is overdue) Request Sender (Contact & Account details) actions can be on a hover popup to make the header lighter. To navigate easily between requests "Next" and "Previous" buttons
Password Reset Request
Hi, Is it possible to edit the mail reply that users get when they use the "Forgot password" link ? Best regards, Allistair
DownGrade from 7.7 to 7609
Hello, in order to run a DownGrade from 7.7 to 7609, which are your suggestions? We have a MS SQL supportcenter DB backup of 7609 rel. We think that make a supportcenter backup ( 7,7 rel ), after unistall the pmm file with updatemanager and after restore the DB of supportcenter at Rel. 7609. But when I start the uninstall i have a error "uninstall not supported" !!! Now ? What do you think about ? We need to uninstall All and reinstall only 7609 rel ? But after complete uninstall, the manage
Configuration API into 7.7 SCP Version
Hello In order to configure , test and use the SCP API of 7.7 SCP release, I don't find the API icon under Organizational Settings block, specified into Doc http://www.manageengine.com/products/support-center/help/adminguide/api/api.html about API Settings in SupportCenter Plus. Thank you Regards Alberto
How do i get back Collumns ?
Hi, in the contract section someone unchecked all collumns, even the Edit/Change button. Because of that the button to edit the collumns is gone. Is there another way to get the collumns / button back ? I have send a Screenshot to be more clear in what i mean. Hope you can help me.
Insert reply/forward mail Permission
Hello there, REQUEST. Can you provide to manage a permission (group or user), in order to turn on /off the selection of reply or forward into view request . For example into ROLES of user administratio insert a check that identify if the support rep is allowed to send/reply/forward mail from request or not And manage it into page Best Regards Alberto
How do I delete account?
I try to delete an account but the error message says: Selected accounts mapped to requests. Hence can not delete Accounts. How do I override that? thank you in advance Regards Christian Berg
SupportCenter Plus 7.7 released
Dear Customers, We are glad to announce the release of SupportCenter Plus 7.7. Please download the build 7700 from the following link to upgrade to this version. http://www.manageengine.com/products/support-center/service-packs.html Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Here is the link to track the list of issues fixed and the features available in this release https://supportcenter.wiki.zoho.com/Read-Me-7700.html Please contact
7609 upgrade failed
Hi Support, I've tried to upgrade my UAT system to v7609 and it has failed with an error. Could someone please let me know what information you require from me in order to review the failure? My system information is: Virtual system running on Microsoft Hyper-V comprising: Windows Server 2003 Web Edition SP2 2x PIII Xeon CPU @ 2.3GHz 1GB RAM Microsoft SQL 2005 SP3, Express Edition I was upgrading from 7.5.0.12 to 7.6.0.9. I've attached the Update Manager Error Dialog and all of the
CTI
Hi, I just wanted to know that if someone calls up and i get the caller information screen on the software, is it possible to automatically enter that number into the SCP database.
Error when attaching existing file to solution.
Dear Team When ever I try to attach a file, that has been attached before, to a solution I get the following error. "FAILURE : Error while saving the solution details. Please report the problem to the system administrator, with the Error Code - 1,290,072,840,698" (To reproduce the error do the following. 1 create an solution and attach a file. 2 update the file and try to attach it again (without changing the file name or removing the existing attached file)) It would be better if SC+ would overwrite
Change the name of tabs
Hi! I would like to change the name of the tabs in Supportcenter Plus. Is there any easy way to do this, or is it not possible? With the tabs I mean, Can we change "contacts" "accounts" and so on, so they are called something else.. Thank you in advance. With regards Christian Berg
Localized notifications in SCP
Hi ManageEngine, We've noticed there is the option of having the client localized so, if the customer is using a workstation with the regional settings in Italian, he'll be able to see the tabs and options within the tool in Italian. However, this does not extend to notifications (email notifications, like when a new SR is submitted). Would be handy to have it as well for the notifications, so instead of having a single template for each notification, having the option to create multiple templates
Change Request Account not possible
Hello, For some strange reason it is not possible to change the account a certain request belongs to. We have over 60 requests which do not have an account attached to it. The contact who has made the request is assigned to the correct account. I suppose it has to do with the way it is done. So first the contact made a request. That contact was not yet in the system so it got created, without an account. The request is created without the account. The contact is assigned to an account but the request
Survey Results Question
what does the ratings tab indicate in comparison to the satisfaction level Basically in the survey results there is a tab that says ratings and it will say 46.0 then when you open the survey there is a satisfaction level and its will read say 82.14 What is the difference and meanings? Thankx Marge
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