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
Canned Responses
Hi, I am trying to create a Canned Response with the script below: =================================================================================== <STYLE TYPE="TEXT/CSS"> <!-- .COMPANY { FONT-FAMILY: "VERDANA"; FONT-SIZE: 14; FONT-WEIGHT: BOLDER; TEXT-ALIGN: CENTER; } .TITLE { FONT-FAMILY: "VERDANA"; FONT-SIZE: 12; FONT-WEIGHT: BOLDER; TEXT-ALIGN: CENTER; TEXT-STYLE: ITALIC; } .NORMAL { FONT-FAMILY: "VERDANA"; FONT-SIZE: 10; } .NORMALREF { FONT-FAMILY: "VERDANA"; FONT-SIZE: 10; FONT-WEIGHT:
Notification Rule
Hi People, Is there a way to notify a Support Rep when an account or contact has some information changed ? Best Regards, Daniel Idalgo de Sousa
Time Entry Type
Hi, I am trying to delete a Time Entry Type, but I am getting the following error: What does I need to do if I want to delete a Time Entry Type previously used in the system ? Best Regards, Daniel Idalgo de Sousa
Filter Menu
Is there a way to order the filter menu ? I would like to show my filters on the top of this menu. Thanks a lot Kyner
task id and how to view it in support center plus
I would like to know how to use task id in our support center plus. If a task will be added to a request, can I search for that task via it's id?
Registered contact issue
Hi, I set contact auto-addition like this. Then, I sent email request from hotmail account (jeff_a_@hotmail.com). The request was logged and contact was also logged. Then, I tried to register using hotmail account on Customer portal, but I got this message. So, I clicked on "Forgot password" and found this message. These two messages makes me very confused. I looked up the contact from Admin page and I could find it under "All contects". But I could not find it under "Registered Contacts".
New Request TO & CC
Dear All, How to insert the CC or BCC email ID's in Main Request page or support Rep so that new request will be sent to both CC,and BCC because at the moment the request only sent to TO IDs, we need to configure CC & BCC IDs field as well. Saeed Ahmed.
Product associate to a Group
In our company the Products are associated to a specific Group, but I didn´t find a way to configure it in SC+. So i would like to suggest this process. A configuration to set that a specific product is associate with a exclusive group ou for all groups. Because sometimes we need to change the Group and the Product associated to that request. If the user forget to change the Product it will be use to proceed with the Group that this Product is not supported. Am i clear ? Best Regards, Kyner
Documents specific to Client and Products
We have multiple large corporate clients. We would like to be able to load documents that are specific to each client eg IT system layout plans, handover documents etc. Obviously we don't want other customers to see those documents. Can we do that? Also can we load generic documents against a Product and so when you set that a client has that product they can then see the various documents related to the product? Thanks in advance.
Collation Discrepancy when upgrading from 7016 to build 7512
Hi I am trying to upgrade SCP to build 7604. We are currently on 7016. When applying the first update, I get the attached error. Support Center Plus in running on Virtual Image with Windows 2008 Server SP1 SQL Server is running on Windows 2003 Server SP2 Database Collation is SQL_Latin1_General_CP1_CI_AS Server collation is Latin1_General_CI_AS I also tried AdventNet_ManageEngine_SupportCenter_Plus_7_5_0_SP-0_3_0.ppm. This one worked. AdventNet_ManageEngine_SupportCenter_Plus_7_5_0_SP-1_2_0.ppm still
defaulting settings for income email support
We defaulted some of the compository fields for when we create a new job and that works fine. The issue is that when we receive a support request by email, some of the fields remain empty so before closing we have to first change the fields. Is there a way to receive new job requests by email in the same format like when we open a new job internaly?
Product and Contract
Hi, We are selling two different software’s and most of the time they have been sold on different times so Software 1 (S1) is sold the 3/6 2008, and Software 2 (S2) is sold 9/8 2006. Now, when we sell software it’s almost always with 1 year service. So S1 has service who expires 3/6 2009 and S2 the 9/8 2007. The way its build up now is that I manually must change the contract if I want to use the Product/contract relationship. I don’t understand why I must manually change this. If I in a Contract
Spam filter not working after migration
Hi, Last Friday I migrated SCP to a dedicated server and upgraded it to the latest build. Sind’s then it seems that the spam filter is not working (properly). I have the following settings set for the spam filter. And as you can see below, mails that should be blocked are not. Can you please help me fix this? Regards, Allistair
Update from 7016 to 7503
Hello guys, I have a big problem. I make my backups and start the update proccess from 7016 to 7503 version. At 98% some errors appears in the cmd window and the setup starts to uninstall the application (see the UpdateError.zip file). After the uninstall proccess, I got some corruption on the files and the data base. So, as solution, i've reinstaled all the SupportCenter Plus and the data base and, finally restore the backups. Before the re-installation, I've tried to install from the start and
Restoring Admin rights
Hi, How do I restore admin rights to the admin user? I noted there is a database route for servicedesk but nothing for support center. I reduced the admin rights for the main admin user to a business unit manager from Global. Thanks Stew
Some opinions on Request View
Hi, I have some questions/suggestions regarding request view. 1. I created a public custom request view (Custom View1) and after that, "My View" still showed up. Isn't it better it only shows up when there is at least one private view? 2. Custom View1 stays at the bottom of the view automatically. Is there any way to change the order of views? Is there any way to expand and collapse the view headings? (These can reduce user's effort to scroll down to the view) 3. One of our client mentioned
Status resolved variables
Hi, In the notification rules for the satus "Resolved" we have the variable "$RequestAge". This variable returns the text "This Request will automatically closed after 7 day" This should be "This Request will automatically be closed after 7 days" where is this text being fethced from? And Is there a way we can correct this? Best regards, Allistair
solution will not open
Hello, My users are reporting that they cannot open solutions when they click on the links? They open normally when I am logged on as administrator. Any idea? Thanks
how effective of warranty period?
In product of Account, I can see that we have record Warranty Period informaiton - What effective of this information? Thanks in advance.
Contact cannot see solutions
hi all I am facing with problem on Supportcenter Plus, contacts cannot see plublic solutions in my system (support rep can see it). Could you help me how to fix it? Thanks in advance.
Is it Possible to Edit the Standard Request Filters?
The pre-supplied request filters (such as "My Open or Unassigned" and "My Completed Requests") are useful. However, I would like to adjust them to make them more useful for the context in which we are using SupportCenter. I realise you can create your own custom filters but I don't want to clutter up the drop down list with a series of extra custom filters. Is it possible to edit the queries underlying the standard, pre-supplied request filters? Thanks.
Cant see reply icons
We updated to 7.6.0 7604 and now we have an empty space instead off a red or green email icon(reply), we can still see red and green but when the system have sent an email it is empty or when we forward something it is empty. Any solutions?
Ability to change the default fonts for Requests/Solution
Hi ManageEngine, I've noticed the SCP doesn't allow to change the default font used when creating either a Request or a Solution. I've been searching into the forums and seems somebody already asked for this long time ago but for ServiceDesk Plus: http://forums.manageengine.com/topic/a-few-feature-requests Is it considered also to be included in future SCP versions? Thanks in advance, Roberto.
Support Center Plus license
Hi. what happens after the annual license expires? does the software continue to work but without support? does the software continue to work but in free mode? does thh software lock you out? Thank you.
SupportCenterPlus License
Hi In SupportCenterPlus License I read: "Under the Subscription License, the Licensed Software is licensed only for the intended duration." My question is: How long is the intended duration for SupportCenterPlus? I didn't find this on the web side and in the "AdventNet Software License Agreement", so please answer as soon as possible. Kirzi
Add information to request
Customer send an email with a problem. Then they call me about the same problem as the email, then i want to add some information about this to the request. How to do that? Im using 7.5.0 7512
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