Products Associated to Contacts
Request is connected with Contact (although I would like to be able to choose to connect to Account) but Product is connected to Account. Problems are usually connected with machines not persons, but there is no connection product-to-request. When looking into Accounts there is a list of requests associated with Contacts, not products. Also, it would be nice if we can group products - say you have only 100 types it is difficult to scroll and find appropriate model.
Default time entries to logged in support rep
Hi It would be good that the system picks up on the support rep logged on and when adding time entries it makes that rep as the default. Currently what happens is if rep (A) logs a request to him/herself and rep (B) performs a task on that request and goes to add time against the request, by default rep (A) is selected not rep (B). What happens is that time ends up being recorded against the wrong person. Hope that makes sense. Mike
Contact not being notified when ticket updated by email
The system is not notifing the contact when an update is sent to the system through email (from the support rep). Do i have to set it up somewhere? The option "Acknowledge Contact by Email when their request is updated" is checked. Thanks, Volnei
Data lost / corrupt database-tables - system not working correctly
Hi, we have a big problem with the support center plus: We have deleted a contact which had the same name as an support rep. Why ever the support rep was also automatically deleted from the system!!!!! Now it seems to be, that all groups, where this support rep was "interessted in" have corrupt data. -> We are not able to add any support rep to "interessted in", because in the list of available support reps is no entry shown! I don't know if there are also other tables affected, which was "linked"
After upgrade to 7512, attachments in requests point to .jsp files instead of their respective file types in Google Chrome
We just recently upgraded from 7505 to 7512. We are now noticing that attachments in requests, when clicked, are opening 'File Download.jsp' instead of the .doc or .pdf that is actually attached to the request when using Google Chrome (Firefox and IE continue to function normally). If we force the .jsp file to open in the correct application (if we know that File Download 1.jsp is a Word document, we can force it to open with Word and we are able to see the content just fine). I realize that Google
Text color
I cant change color of the text in any request or canned response. Settings or bug? i have 7.6
Business unit in SupportCenterPlus Eval
Hello, In first, sorry for english, I use translation google.... How do move request to another business unit. Example : A customer clicks on the “submit ticket button” and chose the business unit "Administratif". The administrative support get the incident out of this request is not for their business unit. How to move the request to another business unit ? I would also like to see if this operation can run: We get a call center that the incident, then categorizes and upload to the business
customize color of portal for logged-in users
Hi there, I know it is possible to customize the colors of the portal for non-logged in users, but shouldn't it also be possible to make the customization for users once they have logged in. Currently, when the customers are on the login page it is one color, and then when they log-in the whole color scheme changes. this is confusing for the customer and projects an unprofessional image for our company. Is there a way to modify these colors?
Remove Manage Engine Link on Web Portal
Is it possible to remove the Manage Engine Link on the bottom of the Web Portal? Customer Help Desk Software by SupportCenter Plus
Convert from SupportCenter to ServiceDesk
G'day, We would like to extract all of the Users and Requests for a specific Account(Customer) from our SupportCentre, so they can be imported into their new SupportDesk. Can you advise if this is possible, and if so, what the procedure would be? Rgds Ben.
assigning contacts to contract expiry notifications
Hello, I am currently adding contracts to accounts and configuring notifications for contract expiry. When i do this i initially can only select Support reps, but i want to be also able to assign account managers, and contacts. then if i click on Edit, it gives me the option to add account managers and contacts. However when i do so and then save, the emails do not show up in the Notify To list. This seems like a bug to me?
Incidents Remaining is 0 in a Incident Based support type by default
Hi Support, I've created an incident based support type (10 incidents) and added it to a test contract. After adding this support type to the contract I see: Incidents Used 0 Incidents Incidents Remaining 0 Incidents Why the incidents remaining is 0???? See attached picture. Thanks in advance, Roberto.
Usage reports
Hi, I would like to know to generate report on the usage of our SCP. For instance, I would like how many times users logs in to the web interface of SCP. Best regards, Allistair
Production Experience
Hi there, We are about to go into production with SCP. If anyone has any experiences they would like to share it would be helpful im sure (positive and negative). Does the software accomplish what you had hoped? Do you find it to be buggy and difficult to manage? Im exited about using teh software in the field, even though it seems a little buggy as I get it configured (and the data migration is a nightmare so far). Still, im positive overall about the software and Im looking forward to seeing
copy solutions
Hi there, We are using the Solutions as a Documentation Center for our Customers. We use teh topic templates to create different topic views for the various releases of our software eg. release 1.0 topic has all the solutions/attached docs associated to it. When we release 2.0 version of our software i want to create a topics view called release 2.0 that would include many of the same solutions/attached docs as release 1.0. For this reason it would be great to be able to copy solutions to new
Adding a view fails
Hi Has anyone run into the following error when adding a view to SC, I pick a condition with support rep as a requirement for requests, but adding the view fails, if anyone has seen this and knows what it is a reply would be greatly appriciated, otherwise I'll have to take it up with support, my level is build 7511. Kind Regards Stefan Thor Hreinsson type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException:
Remove overdue flags from customer portal
Good morning today, I have a questions about the red overdue flags that are shown in the request overview screen. We really want to remove the flags from our customer portal if that is possible. We find it very useful for our own overviews, but don't want to emphasize the over due's to our customers. In an older post I read how to change the flag icon, so I'm guessing I can remove the flag from the customer portal and our overview all together, but that's not the goal here. If anybody has an idea
Problems with the creation "Add Custom View"
Gentlemen, When we try to create a "Custom View" in SCP from a "Request - Additional Fields" entered earlier, when trying to select the field to set the search criteria, we are failing to use search using quotation mark "". Apparently this option is disabled. Request - Additional Fields Custom View Incorrect "Select Column Data" Correct "Select Column Data" Thanks Artur Zen
Contract / SLA with different response-times and different resolve-times
Hi, i have following problem/question: We have contracts with different response-times and different resolve-times. Times during the day are shorter then times in the night and on weekend. The times during the day are not the same then the operational hours, ... For example: Operational hours: Mo - Fr 8.00 am to 5.00 pm SLA of one Customer: 7.00 am to 5.00 pm (day) -> response-time: 2 hours / resolve-time: 4 hours 5.00 pm to 7.00 am (night) -> response-time: 4 hours / resolve-time: 6 hours weekend
request notification
When someone send a request to us we dont want the system to send out notification if the email doesn't exist in the system, is that possible do that? And when i have approved the email can i then send out the notification with a button?
Reports giving bad data/no data
I have scheduled reports that sometimes come out correct and sometimes come out with either bad data or no data. If I run the report it works fine but the scheduled report often has problems.
send self service login details for support center plus
Hello, we are currently loading Accounts and Contacts into the system in preparation to changing our current customer software to support center plus. We are planning to add the contacts into the system and associate them to their Accounts. Then we will configure the username/passwords for the contacts so everything is ready for the cutover. Once the systems are ready, we then want to send notification email to the contacts with their usernames/passwords so that they can log-into the system.
feature request: Change status tab
Hello, I am working with SC+ for over a year now. As soon as I start working on call, I change the status of the call (for example from open to in progress). If I have to wait on a reply from a customer I change the status to "waiting for customer". THe way the status has to be changed takes to much steps and time by "low"perfomance. I think it would be easier to have an action "Change call status" so it would take less steps to change it.
force users to update password for support center plus
Hi there, We are planning a large cut over of users to SCP and we want to be able to provide users with an innitial password that they can then update themselves the first time they log-in to the system. Is there a way to activate such a feature in SCP? So basically we would use CSV file to load all Contact info with user/password. Then we send out a notification email telling the Contacts the temporary user/password. Then, the first time they log-into the system they are forced to change to new
error report for CSV file import
Hello, I have just loaded a CSV file and obtained a report that some fields were overwritten and others failed. However, it provides no indication of what fields failed or were overwritten, so how is this helpful to me??? what should i do now? manually check every entry against the original file to make sure it went through ok?? seems to me to defeat the purpose of a CSV file.
Report - Scheduled report settings: "last day on month" and "last day on quarter"
If you run queries with filter "this quarter" or "this month" it would be fine to have the possibility to run them in an automatice monthly job on "last day of month" or "last day of quarter". TX
German translation
Hi, the German translation of SupportCenter is quite bad. Is there a way that I can improve this? Regards Juergen
Monthly Account Report - how do I do this?
For a specific ACCOUNT I need to be able to show in one Report: · All Requests still OPEN or ONHOLD (whenever they were created) · All their Requests CLOSED during the last MONTH
Lookup/Search for requests, witch has been merged
Hi All, we have some troubles with merged request: if you merge two requests the oldest request no. will be used, ok so far .... but if the customer asks for questions for the merged request (that with the higher no.) you will not find this request any more .... so, how do you search for those (merged) request, when you do not know the older request no. ???? you will not find this request any more ...... Any ideas or solutions to fix this situatiion ? Regards, Robert Weitersberger
Replying from email to existing request on SupportCenter?
Hi, I did testing on the relationship between a chain of emaill CCing support email (i.e. replies not generated through SupportCenter). 1. I sent an email request (Subject: Test request) to SupportCenter with CCing my Outlook email address. 2. I did "Reply to All" from my Outlook email. 3. Two separate requests were generated in SupportCenter (One with "Test request", another with "RE: Test request) It would be great if SupportCenter can recognize the reply from other email sources to the existing
CTI - click to dial failed
Hello, I'm currently testing click-to-dial (next part will be incoming pop-up). I'm using CTI on ManageEngine SupportCenter plus 7.6.0 (trial version). I have the user "Administrator" with the (monitored) extension 3001 trying to dial a contact with the number 3002. The extension 3001 doesn't ring and i get on screen the message "Not able to complete the call". Following now is the asterisk manager log. I see there that the user "manager" connects to asterisk, tries to see some information, logges
Online forum for Support Personnel
I am happy to share with you the news on two new discussion-forums that has come up in the most sort after online business networks. Get instant news on tips, tricks and info about Support Management Software in Twitter: http://twitter.com/supportrep Digg answers to most intriguing questions and get to read relevant articles on Customer Support and Support Desk Software from: Customer Support Forum in LinkedIn Looking forward to your active involvement in these web-communities exclusively mean to
multiple contacts to unique Account using CSV
Hi there, Anybody else had a hard time importing multiple contacts to the same account using CSV? When i try to do it the Account information gets overwritten. I even tried making a CSV file that repeats all the account information on every line of the file (along with a unique contact per line) but this just seems to create errors and the contacts are not added to the system. Any ideas or maybe a sample file that works properly?
When request is received, executing the specific program.
Dear All, When request is received, executing the specific program. - We want to receive SMS (Short Message Service). But we can't use SMS (for GSM mode) in SCP product. - In Korea, we use CDMA/CD mode. therefore, we must this issue using specific program instead of your SMS feature. - This feature such as "Run Program" feature of OpManager. Please add on the roadmap. Thank you in advance.
Contract - SLA with different response and resolve time (day/night/weekend)
Hello, i have special SLAs with different resonse times and different resolve times. But I can not find a possibility to define them in SupportCenterPlus. For example: - Operational Hours general operational hours are from Monday to Friday from 8am to 6pm. - SLA: is from Monday to Friday from 9am to 5pm - with 1 hour response time and 2 hours resolve time the rest of the time (5pm to 9am, Weekend and Holiday) we have 2 hours response time and 5 hours resolve time. Is there a way to display this data correctly?
Refresh button on request being currently viewed
I note there is the ability to do an automatic timed refresh when viewing "my open or unassigned" request. Can we please a manual fresh button on both that page, and one on the "view request" page too (https://scphost/WorkOrder.do?woMode=viewWO&woID=2512&). Many times a client will immediately respond back, and you have to refresh the entire browser, or navigate away and back to the request to see the update. dcc
Supportcenter Plus does not accept $
Hi, Previously we had on some fields our prices in $, but lately with updates it does not accept it anymore. When we put the $ in the field ex. diagnostics $70 it puts the 70 in a 2nd row like: diagnostics 70 Any suggestions? Thanks
Time Entry
Hi, Would be great if in the Time Entry could have a "START" and "STOP" button. With this the Support Rep could start a job and when they finished it just stop. After this the system check the START and STOP time and fill the Time Taken To Resolve automatically. Please fill free to comment about it, Daniel Idalgo de Sousa
Canned Responses through Entry Time
I would like to suggest a improvement in the process of "Entry Time". In the "Entry Time" we could have a option to send a "Canned Response" when we select a specific "Time Entry Type" or a button to "Save + Send "Canned Response"". I think it will give more usability to the system, because some time when we try to contact a customer we need to send a email and request a contact from the costumer so we use the Canned Response. I hope it can be add to next release if its a good suggestion. Best Regards,
Using Account / Subaccounts wihtin request
We can set up new users within a request (rep phone call) having its name, email, account, phone number, etc. But if we have sub-accounts then whe have the problem, we can then change contact information and allocate them to their corresponding sub account but cannot chage the request to the propoer subaccount (bussiness unit) he/she is at. Under request form customization we do not see any place where sub-accounts can be selected. We can olny see and select accounts. Can a new form be designed because
Next Page