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
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
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