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
Change default-value of "remind me before" in reminder
Hi, is it possible to change the default-value in the field "remind me before" from "Never" to another value. f.e. "15 mins". TX Martin
Email template?
When a customer is sending through an email request, would it be possible to provde them with a template or xml form for them to send through to us so that it pre-populates some common fields (like 'product', 'issue type', etc.). This would save the issue from having to log in to our support site to log a detailed request. It would also save our support staff from having to constantly EDIT a support request to put in some basic fields that a user can do. Also.. we want to make it so some of the applications
Using relative dates in custom views.
Gents I have been trying to use custom views recently, and the date selection is somewhat limiting. How do I create a view like: All Closed Cases this week? Tickets where creation date is this month? Your help will be appreciated. David
E-mail do not appear in the Conversation section
We have a problem that responses to request via e-mail do not appear in the Conversation section. Appears only the first message from the System. Has anyone encountered this problem?
Not Sending email....
We are using build 7607 and cannot get the mail sending to work at all. I would like to use the product but we can't unless this works....
SupportCenter - Debian (squeeze)
I'm running Debian (squeeze) and cannot seem to get SupportCenter to run. I have attempted to get it going on two machines at this point and 'both' have failed with the same message leading me to believe there is definitely an issue at this point. When I do sh run.sh the error is as follows: Server is starting. This may take a couple of minutes ... Could not create connection; - nested throwable: (java.sql.SQLException: Unable to connect to any hosts due to exception: java.net.SocketException: Network
Resolution Type
Would be great if when We write the resolution We could select a Resolution Type. With this We could search for Request with the same Resolution Type and see if our Customer needs something more than a simple Support. Let´s me explain: A Customer was 30 Solved Request in one month: 25 with the Resolution Type like "Traning" 5 with the Resolution Type like "System Error" With this status we could ask to that customer we needs a Training on their local place, because we was a lot of request if the
Wrapper error
Hi guys, My SC+ always crash (and I have to restart it manually) with the following error: ERROR | wrapper | 2010/07/07 08:56:12 | JVM appears hung: Timed out waiting for signal from JVM. ERROR | wrapper | 2010/07/07 08:56:14 | JVM did not exit on request, terminated STATUS | wrapper | 2010/07/07 08:56:25 | Launching a JVM... INFO | wrapper | 2010/07/07 08:57:09 | Wrapper Process has not received any CPU time for 48 seconds. Extending timeouts. ERROR | wrapper | 2010/07/07 08:57:38 | Startup
Ability to change the status of a SR automatically when an update is received from the customer
Hi ManageEngine, We would like to have the ability to change automatically the status of a SR when a new email is received from the customer. The idea would be: Having an option in the Admin tab where we could define to have the SR changed to a customized status, for example: If the SR is in a user created status like "Awaiting Customer", if a new email is received from the customer and added as an activity to the SR, be able to automatically change the status of the call as "Awaiting Engineer"
Problems to see scheduled reports
Hello After upgrading release in Support Center, some scheduled reports disappeared of screen. I have to delete it, but I can´t and the contact continues to receive it. How to solve the issue? Regards Denise
Notification Rules Problem
I'm testing out SupportCenter (7607) to see if it would be a good solution for our support group. It's working fine with the exception of the notification rules. Specifically the "update" notification. It seems that when a Support Rep replies to a ticket via e-mail, the Support Rep gets both update e-mails and the user gets none. The web interface seems to work fine. In addition, every time I change any data on the ticket it sends an update notification. Consequently, our customers would get
Bulk Import of the same request for multiple accounts / contacts
We provide managed services for at least 30 different accounts, and often (at least twice a week or more) we have the same task to perform across all (or at least most) of these accounts. A prime example would be applying a patch to a Blackberry Enterprise Server. The end users don't enter these maintenance requests - we do it on behalf of the clients. So right now, we have to manually enter a support request for every single account for every single maintenance task, which is very time consuming
Hotfix 7607 released!
Hello Customers, We have released our Hotfix 7607 today. Please follow the link below for the list of issues addressed, http://supportcenter.wiki.zoho.com/ReadMe---7607.html For upgrade instructions and to download the patch, please use the link below, http://www.manageengine.com/products/support-center/service-packs.html For assistance, please reach us at +1 925 965 6300 or mail us to supportcenterplus-support@manageengine.com Jai SupportCenter Plus
Query - Accounts Without Product or Contract
Hi People, We need a query to know if there is some Account without Product or Contract or some Account with a Product and without a Contract. Would be great too if the SC+ could show an alert of the Account with this situation to some users based in their roles. It could be possible ? Best Regards, Daniel Idalgo de Sousa
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