Mail fetching issues
Hi, We have been running SupportCenter+ for a few months now and thought it was about time to upgrade to the latest version. After facing a severe system error after trying to apply the latest patch to our system I finally got the system up and running again with a fresh install and applying backups after backups. However, we discovered that mail fetching is behaving very weird. First of all it downloaded quite many emails without problem. After a reboot to apply some system changes, mail fetching
How can I consolidate two Business Units to One?
Hi. We're using SCP with 3 Business Units. We devide two customers as two business units. (another 1 Business unit were still devided.) In these days, unexpectedly two customers made M&A. so, I must consolidate these two Business Unit to One BU. How can I do this? I know the only way, I learned, clean up whole customer(contact) information. and make new Customers List, and contacts. Sorry But, I want ask your openion. Please, Please, Show me the way.... Thanks.
Resolved status with automatic e-mail
Dear Reader, I would like to have your attention for the following problem we encounter: We use the status resolved with the automatic e-mail that will be send. When we put a request on 'Resolved' an automatic e-mail is send to the customer. However our current version (7607) doesn't take into account that the customer can just reply to the automatic e-mail with something like "Alright I will test this resolution". Because when this happens the status will be open again. The problem is that we cannot
Problems using hosted exchange server with email configuration
Hi, I am trying to configure the email settings with hosted exchange 2007. The SMTP seems OK but, I am not able to successfully connect using IMAP or POP. I have tried connecting to gmail and that is OK, so the problem is hosted exchange it would seem. The message I receive is "FAILURE : Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox." I have searched the forum but have been unable to find a suitable remedy.
Control Recent Items
Dear Reader, I have a questions but think I already know the answer. Is there some setting that lets me control the recent items? I'm getting feedback from my colleague's that the list was longer before the upgrade from 7011 to 7607. If there isn't any setting that let's me control the recent items I would like to propose the idea to create a setting in the next version that let's me choose how many recent items I would like to see. Personally I think there should be a limit around 20 items. I know
hide or disable SLAs for customers
Hi there, is it possible to hide the SLA violated flags from the customer portal? We want the support reps to see the SLA information, but not the Contacts.
assign admin roles
Hello, Is it possible to have multiple administrative roles with different permissions per role? Currently i think you can only have one admin account, and multiple support reps with different roles, but the support reps cannot do any admin whatsover. This is very bad for us because i have people who work in the accounting department and in management department who need to have some admin permissions (but not all). Currently i have to give them full admin access which is very dangerous (deleting
longtodate errors with query editor.
G'day, You have an issue with the Query Editor. First I created a basic report with most of the items I wanted, and then needed to tweak the report. eg, show query -->open with query editor. The resulting query produces various entries like: ((longtodate(rc.EXECUTEDTIME) <= datetolong('1254664799000') AND Which produces: java.lang.Exception: Syntax error : function LONGTODATE not closed properly! But it should be: ((longtodate(rc.EXECUTEDTIME) <= longtodate('1254664799000')) AND Also, once it is
2 small but useful ideas regarding replying messages
Hi Reader, We've got 2 small ideas that you could consider to build in SC+. It's something we really would appreciate. When replying a message through SC+ it would really help to be able to 'drag & drop' attachments into the e-mail. When replying a message through SC+ it would really help to be able to 'copy/paste' pictures into the e-mail. I know it's possible to insert a picture, but this requires to save the pictures first. Since we work a lot with screen shots it would be must easier to also
How to set Business Unit e-mail ?
Hi! all! Using Support Centor Plus with 3Business Unit but i didn't understand how to set up business unit email. I want seperate email request from each contacts to each business unit automatically. Now we've got mail from contacts but whole of it goes to default business unit's request. I didn't know what's different between email setting at General tab and each Business Unit. As I knew, email setting at General Tab has a mail server address, ID and PW. But Business Unit's email doesn't have
Restore Data
Hi There, I have reinstalled my application and trying to restore the data. After I shut support center down, i start the restore and it runs the same line over and over saying... requestScheme is http any idea's
Closing request - Product field
Is there a way to require the product field to be filled in before closing a request? I don't see the product field in the request closing rules. Thanks Klaus
SupportCenter Plus and ServiceDesk Plus
We currently have an actively used installation of ServiceDesk Plus. Several non-IT functions are piggy-backing on the tool for tracking their issues, however, this isn't the best model for them. We are evaluating SupportCenter Plus for use by the non-IT functions. I'd love to know if there is integration between the two tools. Is it possible to send a ticket from one system to the other? What about with FacilitiesDesk? Does it integrate with SupportCenter Plus? Thanks.
I can not add roles
Hi, I am using build 7607 with IE 8 and Firefox 3.6.8 In the Admin-Tab when I want to add a new role, I click the save-button and nothing happens. The role is not created. In IE8 it says, there are errors on the page. Right now I can not create a single role. I am using the german version of Firefox and IE. Can anybody help me? Juergen
change color for Contacts portal
When will it be possible to change the color of the customer portal (contacts). I hope this is for 7.7?
Automated Billing
Hi, We are already aware that you can create a pre-scheduled request; now is it possible to include a time-entry with such a request? Example: We create a pre-scheduled request to check 4 servers; such a request occurs every month; can we automate billing by including 4 hours support inside the request? Jon
Schedule CSV Import
Hi, I'm currently running a Demo Version of SCP 7.5, and my company is interested in purchasing, but i have an issue regarding the scheduled CSV import feature. I cant seem to find any CSV template, in otherwords, we have an external customer database which we would like to export data from and import into SCP, but i need a CSV template to guide me (some sort of field mapping) while i export data from my current customer database. Thanks
Request Product Changes and Time Entries
Hello, I discovered that if you open a Request, then edit the request and update the Product, and then make a time entry on the request, the time entry is not subtracted from the Hour based support plan associated to the product. to reproduce 1. open a new request with no product selected 2. edit the request and select a product (the product needs an hour based support plan) 3. make a time entry to the request 4. look at the contract for the product. No hours have been subtracted. This is very
Support Center Plus API
When can we see the specs of the API that will be in Support Center 7.7? I have an implementation project in mind and I w3ant to see if it can work.
Automatically generate a due date by priority/SLA
Hello all, First post. I would like to know if it's possible to have a due date automatically generated when a request is assigned a priority? I know it's possible to match a priority to an SLA, now if instead of escalating to another support rep it could be flagged as overdue instead once it slips outside the SLA that would be perfect. At the moment it seems due date (or time) has to be allocated manually upon edit or creation? Also is it possible to have a request line change colour when a request
Support Desk WWWRoot / htdocs root
Hello, I have the Support Desk installed on Port 80 but say I'd like to host some files on the same web server. Where is the Root folder where I could place a file for people to download? e.g. http://Support.Domain.com/File.exe
Total time spent per technician for the day
Hi, We have started using SupportCenterPlus, and I miss one feature; During the day and at the end of the day I need to see a total of *all* my time spend for today. At the end of the week, I need to see a total of *all* my time spend for the week. At the end of the month, I need to see a total of *all* my time spend for the month. (per week, per day is preferable) *All* is requests resolved, on hold, closed, in short: All and every single time entry made by me no matter the status We are
Feature Request: Create new solution topic with new solution
When creating solutions for the first time often there is not a suitable topic setup. So instead of interrupting the flow of creating a solution I often create the solution under the wrong topic, then go and creat the new topic (That Add New Topic link is way to hard to see by the way), then go back and change the topic of the solution. Obviously this is far from ideal. If you could create a new topic as needed when you are creating the new solution that would be really helpful. Cheers
Does SupportCenterPlus support Windows 2008 R2 and MS SQL 2008
I am going to move our SCP installation to another server and i would prefer if it would be Windows 2008 R2 Do you officially support W2008 R2 ? Are there any known bugs using W2008 R2 ? I am going to setup a MS SQL 2008 Cluster after a few months and i would like to migrate the SCP Database to that cluster from a MS SQL 2005 Server Is MS SQL 2008 officially support by SCP ? Best regards, Valdi Hafdal
Two New editions Of SupportCenter Plus
Dear Customers, As you would be aware that SupportCenter 7.7 is planned for release this month. And with the 7.7 release, we plan to introduce the Enterprise & the Unlimited editions of SupportCenter Plus in addition to the already available Standard and Professional editions. Below is the table that provides the list of features in each edition (list also includes upcoming features of 7.7 - Dashboards & API ) : Standard Edition Professional Edition Enterprise Edition Unlimited Edition
restore deleted requests
In SCP is it possibel to restore deleted requests? If not can this be added as a feature. im afraid of accidentally deleting requests as this will remove timespent from our weekly billing reports. Maybe its better if the reports are based on timespent actually entered as opposed to timespent on requests in the system at the time when the report is generated. thank you
5 mb attachment size limit too small
In SCP the 5 MB attachment size limitation is too small, can this be increased to 15 MB please?
support center GUI is not accessible after rebooting Windows server 2008
Hi there, we just ran the latest windows security updates and rebooted windows server 2008. The GUI is no longer accessible from the web browser? Is there something we are missing, or a simple action that can be performed to bring back the GUI?
Adjustable column widths feature
Hi Support team (and forum readers) On pages, such as Requests, where there can be more data that will fit the width of the screen. Is it possible to resize the columns? In our case the support reps would like to see a bit more of the request titles. I've tried removing "less essential" fields, but other fields will also expand, usually leading to not much more gain in field width. We're using 20" LCDs at 1600x1200 for your reference. Thank you!
upcoming Activities module
Hello, Im vary curious to have more information about this planned feature. Do yu have any description, screenshots etc. that i can review? Activities Module Calendar option in SupportCenter Integration with Outlook Calendar Ability to look-up Support Rep availability in the Calendar before assignment Tasks & Events to be enhanced
Blank Pop-up when selecting Scheduled Reports
When selecting Schedule Reports I receive a blank browser pop-up, and can not see existing or create new scheduled reports. I have tried different browsers and different PC's but no difference. Running SC 7604. Any ideas?
Product Import on SupportCenter
How do i import products into the MSSQL database connected to SupportCenter (using excel / CSV etc) i have a List of customers and products that i need to import before using the software. thankyou in advance dwh@tandc.co.uk
Outbound email from business unit displays main reply to email
I have setup the business units, the inbound emails are XXX@123.com and XXX@abc.com the inbound requests are routed to the correct business unit, however when auto replies are generated the reply/from address shows the main email XXX@123.com. So when a contact replies to the request it is routed to the wrong business unit and a new ticket is created in the main business unit. How do I get the reply to field on the different business units to display the correct reply to address? Please help ASAP
Contracts
We use a model of having Accounts that sell our products and a relationship of the account to an end user. We sell SLA's to our Accounts however it is the actual end user who is using this SLA and the SLA should be in the name of the end user. In the Contract area, there is no ability that I can see, to add fields for the contract to include email addresses and such. So there is not a way to be able to notify them easily with emails and such. Also, if I select a product for the SLA there cannot
Support center Plus
Hi Is support center plus license is one time purchase are need to renew/purchase every year. Mani S
Request ID order
When we get a new request it gets ID i.e. 795, after a few hours when a new request is coming in the ID is 798, where are the 2 IDs, 796, 797. Im sure that there is no new request with these numbers.
share products across business units
Is there a way that I can share the product list between business units. I have 2 units running and would prefer to have one list of products. Which I can not see to get. What is even more annoying is if I create a product with the same name as one in another business unit, I get the following: "FAILURE : Product with same name already exists. Please provide different value for Product Name"
Request Form Templates
Why is there a requetst form template allowing you to save different request templates when you cannot customise each new template to show specific fields? Is this possible or am I missing some piece of the jigsaw?
3rd party integrations and API
Can you specify what soem of teh popular 3rd party software that you will integrate with please. Ability to add or read information to/from SupportCenter database using APIs. Integration with popular third-party applications
No incoming messages
We have stopped receiving any incoming messages in SupportCenter Plus. When testing the mail server settings, we get the error message "Email settings saved successfully. But error occurred while trying to check connection with mail server. Problem connecting to mailbox." We're using Version 7.6.0, Build 7607 on POP3, and as far as we know, no server or other settings were changed before the problem occurred. Thank you for any help you can offer.
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