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
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
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