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
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
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