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
Send email to all contacts?
Is it possible to send an email to all contact or selected contacts?
Enable AD login for support rep issue
Hi, I had 3 business units and was working on Snowden Internal business unit. (Snowden Internal, Neuroverse, Rio Tinto - Reconcilor) I changed business unit to Neuroverse and imported support reps and enabled AD login for them. I confirmed the support rep had business unit admin role only for Neuroverse. (Refer to SupportRepDetail.jpg) Then, I logged in using his AD login details, it was directed to Snowden Internal and showed no contents. (Refer to Dashboard.jpg) Isn't it supposed to direct to
Import support reps ONLY in business unit
Hi, I am using the latest trial version of SupportCenter Plus. I have imported support reps from AD in business unit. I successfully imported them, however they are added as global support reps rather than support reps only for the business unit. When I even add support reps manually in business unit, they become also global support reps sitting in Admin -> Global Settings ->User and Related Settings ->Support reps. (with Administrator privileges selected). How can I import/create support reps
Create ticket via email without sending notification
Hi, We receive automated error reports from our production servers. These servers can not receive emails. So every time the server sends an error report, SCP tries to send a ticket notification. But because the server can not receive emails our exchange server returns a “failure notice” which creates a new ticket. Now I would like to know if it possible to create a rule to stop sending notifications to certain email addresses but still create a ticket? Regards, Allistair
Credit Based Support
Hello, Does the "Support Centre Plus" application support customer on a Credit Base Cover system?
Can Additional Fields Hold URLs that are 'clickable'?
I have seen a number of SupportCenter Plus and ServiceDesk Plus forum postings that discuss the storing of URLs in text format additional fields (e.g., someone wanted to store the URL for a web page that contained a picture of their requesters). However, as far as I can tell, a URL held in a text field is not displayed as a hyperlink within SupportCenter Plus. So you have to copy the contents of the field and past it into your browser address bar to be able to link to that web page. You can't simply
Supportcenter Plus does not show Portal Page
I got problem after old license expire. Now I just add new license, but I found that Portal page menu is gone. And cannot connect to http://support.thepractical.co.th:8080/sd/SolutionsHome.sd", It shown that page have been disable. I cannot find the menu "portal page" in admin menu. Please advice me how to enable this. Thank you in advanced Matee Witawasiri.
Notification problem
I have problem with saving telephone numbers in all notifications. Whenever I want save: +33 (0)1234 1234, I get 33 (0)1234 1234 The plus sign (+) in front of the number always disappears. It happens with all the notifications. Any idea? Thanks
Customer get a notification update when an internal note is added to a SR
Hi ManageEngine, The notification option "When the request is updated" configured in Admin tab - Notification Rules - Request tab - Contact Notifications - Acknowledge Contact by Email, sends an email to the contact even if the note added was internal (From within a SR - Actions - Add Note - leave unchecked "Show this notes to Contact also"). I think an email should only be sent if that option is checked. Thanks in advance, Roberto.
SR's created from emails do not include attachments
Hi ManageEngine, We have SCP configured in a way that even if the contact is not recognized by SCP, it will pick the incoming email and will create a SR. So for every email fetched 1 SR is created. We've noticed this works fine but it does not include attachments. So if a non recognized contact send an email with an attachment, the SR will be created but the attachment won't be added. We're using build 7603. Thanks in advance, Roberto.
Am I able to deny technicians access to closing tickets?
Basically I am looking for a function where a technician can mark a ticket as resolved and then it is escalated to our Helpdesk Operators to confirm and close the ticket.
Sub Accounts view is limited on Account window...............
On the "View Account Details", the Sub Account window is limited to show only first 110 Sub Accounts. If an account has more than 110 Sub Accounts the rest cannot be displayed on that window but must be searched as contacts. This search is not always possible because some Sub Account doesn't have any contact associated yet. A scroll bar or a "View All Sub Accounts" selection is needed.
Forward - Does not pend to request
When you forward an email from a request, it does not pend to the request. Can you add this feature?
Recover from Server Crash
Hi guys, Long story, but bottom line is that our server crashed big style - 2 hards down - RAID 5 array corrputed etc. We have a backup - but some of that is partially corrput too - could it get much worse?? We have been able to recover the AdventNet/ME/SupportCenter directory. How can we get SC back up and running. We were using a previous version - possibly 6.5 - I can't quite recall. We do have a SC backup from several months ago. The original server and domain no longer exists. Can anyone help
Custom Views for Solutions (Contacts)
Hello, I would like to know if it is possible to configure Custom Views in teh Solutions modules for the Contacts that log into the Support Center Plus. Currently, they can only see two Views: All Solutions, and Recent Solutions. I want them to also be able to see the Custom Views that I create as the administrator. thank you.
Possible to get a popup box when hovering a 'Notes' icon?
Hi there, When viewing a list (e.g. 'Unassigned Requests) you get a nice informative popup box showing Request ID, Category, Subject and Description. This is quite useful. Can the same be done when hovering over the 'Notes' icon? /G
Automaticlly field fills from database
Dear All, Is there any possibility to automatically fill the (New Request) Page Fields as we receive one complaints 3 or 4 timing so i don't want to fill all fields in new request page again and again, kindly let me know if any solution is there. thanks Saeed Ahmed NONE E-Mail Phone Call Twitter Web Form Select Priority High Low Medium Normal NONE administrator AMM & ZMM AMM Bahwalpur AMM Bhawalnagar AMM DG Khan AMM Khanewal AMM Layyah AMM Multan AMM RY Khan Bahawalpur Central Central-1 DG Khan
Mail server setting issue
Hi, I created 3 business units with 3 email accounts for fetching email requests. They have their own account user name (let's say test1, test2 and test3), and password (password1, password2 and password3). When I configure mail server settings, I can only put 1 user name and password since it is global setting. If I put 'test1' and 'password1', it will only get emails from that email account. It does not fetch emails from test2 and test3. How do I need to configure user name and password for
Change font default setting
When i creat a request, font default setting is veranda. Now, i would like arial with size 10. how can i change it? Thanks! Best & Regard
Fresh Install of Support Center Plus Issue
Hi I have just installed Support Center Plus Professional and I am already having an issue. I have installed it using the instructions on the website and made sure that mixed mode in SQL is setup and I can login as SA. I have made sure that the port is correct 1433 and SQL is installed locally so I have left it a localhost. The install doesn't throw any errors when I install but I noticed that it doesn't install or setup database/user. Do I need to set this up prior to install? It doesn't specify
Acknowledge of ticket from customer before closing
Hi, i am using SupportCenter Plus 7.5. Is it possible that the customer must acknowledge the status to close a ticket? for example: support rep sets status to "resolved" - customer can acknowledge the ticket (status is changed to "closed") Is there a way to do this? tx Martin
Maybe instead of iphone specific app Zoho should standardize on an HTML5 web app for mobile like google.
My frustration with mobile apps is usually they only come only come out for one carrier. Just supporting the Iphone would be a mistake!. Lots fo thech's also use other smartphones. I have both Android and Palm WebOS phones. It might be better to support an HTML5 web based app for mobile rather than an app built for a specific phone. That way you can say you support all of the modern smartphones....
Removing ALL Product Types (BULK DELETE) in Service Desk
Is there a way to remove all product types in 1 go - i cant find an easy way to do this anywhere and also is there an easy way to use mysql manager to do similar things (i cant seem to connect mysql mangement studio express to teh database) does anyone know the default settings to be able to do so.
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