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.
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.
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