operation hours for request due by time
Hello, My question is about how the support center plus applies the request due by time when it is outside of operations hours. For example, if a request is raised on the weekend, does the support center wait until the beginning of the next business day to start the SLA to determine the due by time? Thank you.
Redefining status
Hi, Currently, the 4 defauls statuses (Open, Onhold, Resolved and Closed) cannot be changed or deleted. However, each business unit could have very different workflow and this should be more flexible. For example, for some unit, they want to call 'Submitted' instead of 'Open' due to its own terminology. Also, for some unit, they want to have only open and closed. (which is rare, but some do) So, the ability change and delete default statuses will give more flexibility. Is this feasible in the
Upload progressbar
Hi, We regularly need to upload large file to the solutions module. But as it is now we can not see if anything is actually happening. So would it be possible to get a progress bar so the we can see that SCP is actually doing something? Regards, Allistair
Modify Request Views for the Contacts
Hi there, When the Contacts Log in to support center plus under Contacts they have many default filters that can be applied to the request view. We think it is too confusing for them and would like to be able to remove some of these View filters eg. My pending Requests. So can we modify/customize the View filters??
How to Turn off Solutions entirely for non-logged in users
Hi, I would like the wep portal screen to not include anything concerning the solutions. Is there anyway to remove all of the solution componants from the customer web portal?
Contact login options (edit request?)
Hello, First of all. It is great to see that we can now turn off the account information for contacts, so we don't have to worry about putting information at the accounts that the contacts should not be able to see. Good work! Now the question is: Is there an option for contacts to edit requests? For instance: close, add additional information or assign to a support rep. That would be nice to have. We also tried to make a support rep with hardly any options. But still there are options to see the
Replying to unassigned ticket
Hi guys... We are a small shop, and sometimes we are all on the road when a support request comes and we are not able to pickup / assign the ticket from a web browser when on the road, yet we still need to respond to the ticket. We have shut off "Contact Notifications --> When the request is updated" because of the amount of email that was being sent to our clients during normal operations. The draw back to this is we have found that if we reply to the ticket via email, the requester fails to get
Is there a way to automatically split closed ticket?
We have customers that will take the last e-mail they got from us and reply to it to report a new issue. As the old ##ticket No.## is on the subject line this this appends the e-mail to the old/closed ticket and we need to manually do "Split as New Request." Is there a system setting where if a closed ticket gets e-mailed that SupportCenter will create a new ticket instead of auto-responding with the old closure/resolution message? TIA, Marc
Upload progress bar
Hi, We regularly need to upload large file to the solutions module. But as it is now we can not see if anything is actually happening. So would it be possible to get a progress bar so the we can see that SCP is actually doing something? Regards, Allistair
Always show the top menu bar(s)
Hello, Is it possible that in the views the top menu bars are always visible? Now if you for instance scroll down in a request the menu tabs (Home, Request, Solutions, Contracts etc) disappear. Then everytime when you want to do something else you have to scroll all the way back to the top. Isn't it possible that the top part is always shown and that the scrolling only takes place from the part where the real issue begins? This would be nice. Kind regards, Jarry L'Excidio ps: I know the following
Hotfix 7603 Released
Dear Customers, Our latest Hotfix 7603 released today. Here is the link to download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html List of features and issues fixed are updated in our Wiki page https://supportcenter.wiki.zoho.com/Read-Me---7603.html Thank You. Regards, Arun SupportCenter Plus
Time entry automatic via Excel
Hello, In my company we use SupportCenter to manage our client requests. Since we work with many tickets a day we wanted to register our time spent with an Excel worksheet that via VBA automatically in the SupportCenter. Is this possible? Is there any stored procedure to do this? What tables in the database should I update? Thanks in advance. Best Regards Micael
Search request from customer portal
Hi, Is it possible for contacts to search for other than solution on the customer portal? Like support reps can search through conversations in requests, accounts, solutions etc. thanks Klaus
Request Properties --> "Completed By" field required
We have the need on the Request Properties page to show who marked a request complete... There is already a "Created By" field, but for tracking purposes, we require a "Completed By" field. Can this please be added to the next release of SCP. dcc
Attached files
Hi, As a suggestion, SC+ could be accept attached files in time entries and resolution. It can save a lot of time. Thanks, Marcelo Romera
Rules To Automatic Open Request
Is there a way to create rules to set the request parameters automatic. Something like if in the subject there are "Account Name ************ " the system use this tag to open the request. Thks, Kyner
Why are there two priority settings for Business Unit and Global?
Hi, I have 4 priorities (Low, Midium, High, Test) set in Global settings. I also have 2 priorities (Normal, Urgent) set in Business Unit settings. It seems like Global priority setting does not affect Business Unit setting at all. So, what is the purpose of Global priority setting? I thought it would be good if you want to stadardize priority through your entire system, you can enable Global priority setting. Otherwise, use own priority setting in each business unit. Thanks
Contact vs Multiple Clients
Hi, My company has a environment where a unique contact can open requests to multiple clients. There is any way to do that in the Support Center Plus? Thanks, Marcelo Romera
Lock Request Changes
Hello again, If two technicians take a request at the same time, both of them can make changes on this request, but it's a little bit dangerous, cause we'll use an unecessary resource an different actions will be taken at the same time. There is a way to lock the request changes when someone is editing a request? Thanks, Marcelo Romera
Spell Check
Hi, Can I use Spell Check in other language than English. I need it in Brazilian Portuguese. Thanks, Marcelo Romera
Priority Color
Hi, I have a suggestion to Support Center Plus: We always need to identify easily what's the priority of the requests and my team believe that if we can use colors to identify it in the Resquests page, we can do our jobs faster. See an example to be clear: Thank you, Marcelo Romera
Time Entry
Hello guys, Actually all Support Reps can add a new Time Entry Type, but it doesn't work as we got different entries with the same meaning. I'd like to leave only some options without change permission. Is it possible? Thanks Marcelo Romera
Creating a New Contact
Is there a way to insert a new contact trough the request page ? Like showed below: Or something better if the contact doesn´t exist the system could open the list of the contacts of that account with the fields to insert the new Contact. It´s interesting with we can define the fields that is obligatory to insert a new Contact. Thanks, Kyner
Problem with image display since the update to version 7601
Hi, Since updating to version 7601, emails sent to Support Center Plus who contains an image embedded in the body of mail are not display anymore. (see screen capture) Has anyone had this problem since this update? Regards Alex
Reply Problem
Hi, Sometimes when I hit the Reply button in a case, stays there and do nothing showing a message <table width=100% ...... See the image. Also, we have a predefined template in plain text, that should look like this.. But now, every time that I reply to a case, the predefined template is lost, loosing the spaces and in a HTML Form, not plain text.. Any ideas? I have Windows 2003 Server, and the product have the build 7603.
Zoho Meeting integration
Hi guys, We have already Support Center Plus (using the professional edition with its license already) and we'd like to test Zoho meeting but we've noticed it was located in Admin-->Global setting in the past but now is not there any more. Seems the option was moved somewhere else o removed. Our question is very simple: Can we test Zoho meeting integrated with Support Center Plus? BTW: We're using SCP 7601. Thanks in advance, Roberto.
Problem with Overdue status
Hello guys! We use a SupportCenter Plus 7012 and have a problem. When we are recieving a new request, field "created date" sets up correctly. Then our Support Rep registers this request and set up field "Priority". Based on this field and SLA rules, "Due date" sets up correctly too. When Support Rep closes Request, field "Completed Date" is correctly too. But when we use our custom report with filter "OverDue Status = yes" it shows us a full list of our requests, even if "Completed Date" less then
impossible edit status of the request
It is impossible to edit the status of the request after installation of upgrade 7603. It occurs only in Russian localisation. In the English it is edited normally.
Translate headers
How it is possible to translate into Russian these headers?
Outlook plug-in
Hi, I was testing outlook plug-in by importing contacts from Outlook to SupportCenter Plus. I successfully imported 6 contacts. However, I could not select contacts to import. I had to import all contacts in Outlook. Is this the way it should be? Another issue is that I deleted 6 contacts from SupportCenter Plus, then tried to re-import 6 contacts again from Outlook, but 'Synchronizing Status' dialog did not get any contact this time. Is this a bug? thanks,
Is a plugin available to make inserting pictures/screendumps easier?
Hi, Running SupportCenter Plus Version 7.5.0, Build number 7507. In most correspondance I need to insert pictures/screendumps. Is there a plugin/addon available which makes it possible to directly paste in screendumps instead of the whole "First make a screendump, save it as a picture, then upload it, then insert it...."? /G
Replies in Request modules sent without content
Hello: I'm using the latest ManageEngine Support Center (7601). When adding replies to a request, some of them got written without the body of the message, making the emails to be empty (just got the hearders). Is there any way to circunvent this, or there is any report about a bug that make Support Center to behave like this?. Regards
When overdue request is closed
Hi, Currently, once any request is overdue, it is marked with overdue flag even after it is closed. (Refer to attached file). It's just a bit annoying to open up closed requests and see then all as overdue when ther've all been closed. Is this something you would consider, or not? Thanks,
Chrome Support in Next Hotfix?
Has anyone seen in the next hotfix list Chrome support? The biggest issue we see with SCP and Chrome is constantly getting a message from the WYSIWYG editor that this version is not compatible but it will try anyway. We constantly have to click OK to close the window, which then the editor opens normally for us.
Automate Login
Hi I would like to automate the login process for our support reps in some way. I was looking at the source code for the main login page and notice that you have a function called 'CheckIfExternalLogin' which appears to support what I want to do. Can you confirm that if I pass the userNameToken and passwordToken on the url (via a post) then that user will be logged in? Also, to do that, I think I will need the proper page name for the login page as right now I just put the server:port into the browser
General performance 7601 appears slow
Has anyone else noticed that after upgrading from 751x to 7601, the general performance of SCP has gone down. Use to be with 751x, when you hit the save / send button, the save was usually completed within a second or so. Now we are looking at stretches of 5 to 7 seconds, during which time there is no screen activity to indicate the save / send has been pressed. This has resulted not only ourselves, but our clients hitting the save / send buttons multiple times (thinking we didn't click it the
Mail feching problems in pop up
Hi, In SCP we have the option "Send e-mail when an Application Error Occurs (For eg., Mail fetching problems)". But when SCP stops fetching mails for some reason it will also stop sending mails, there for we will never get this notification. It would be a better idea to to display the notification on screen (in a popup for example), this way we will be able to see that there is a problem and solve it alot faster. Best regards, Allistair
Manually install product? I have many websites in place.
I couldn't install the product. No MS SQL database is created, no website (virtual directory) is added to the default Website tree in IIS. I don't think the installer actually knows where to put the website folder and add it into the virtual directory. I think it's the best way for me to install it manually like I'm doing with other websites. Create the database myself, virtual directory myself and run the installer. Any idea?
servicedesk to support center
hi i was wondering if it is possible to transfer the tickets from service desk to support center as supportcenter is idea and we have been using service desk initally Many Thanks Russell
Multiple email fetching / sending concurrently
Hi, I am testing SupportCenter Plus currently. I am going to have about 50 or more users who use this product. I wanted to check if this system can support 50 or more users at a time, especially when 50 users send email request at a time and SupportCenter plus send notification emails to the users. Is there any way I can test this? Thanks,
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