Error while fetching ajax response : criTypeObj[0] is undefined
Gentlemen, When I try to use the "Report" I get the message below. Error while fetching ajax response: criTypeObj [0] is undefined SCP: 7.5.0-7511 Firefox: 3.6.2 In Internet Explorer this problem does not occur. Thanks in advance Artur Zen
Fetching email from Outlook
Hi, I was testing email request using my email account in Outlook. I set my email account in Mail Configuration in Admin, and it fetched all my emails in my account (which is correct). However, it transferred all mails instead of just copying them to app. Is this the way it should be? I don't keep any email request in the email account? Thanks,
Prefix for Request id?
Hi, I am playing around with SupportCenter Plus 7.6 trial version. I wanted to set up prefix when the request was created. Is this possible? If yes, how do set up? Thanks,
Task reminder link does not work
When recieving a reminder for a task the URL contained within the task is not valid. The problem appears to be due to the omission of an 's' in the http:// section. The following was sent: http://<Machine>/tasks/CUDTask.jsp?TASKID=1201&MODE=Edit But it should have been: https://<Machine>/tasks/CUDTask.jsp?TASKID=1201&MODE=Edit There is also no link in the reminder to the original request, which also can't be accessed from the task once the 'correct' URL is opened. This means that working out what
Share Customized Announcements or Solutions for different customers
Gentlemen, There are situations in which applicants need to share information for some customers, such as service pack, hot fix, warnings, news, etc.. But in many cases those warnings are specific to some versions purchased by these customers and as such can not be viewed by other customers that share generic information product. My suggestion is to use the feature to share reports in a manner similar to the solutions and warnings. Another suggestion is to utilize a choice like that existed when
Prefix with request ID
Hi, I am playing around with SupportCenter Plus 7.6 trial version. I wanted to set up prefix with request id when the request was created. For example, request id to be 'BHP-243'. Is this possible? If yes, how do set up? Thanks,
Edit Contact's Job Title from Account Screen
When in the Account view, and you see the list of contacts for that Account, hitting the edit icon next to their name allows you to edit their name, email, and phone number, along with their login details. Can we also have it to where you can edit their Job Title? As it is currently, once in the Account view, you need to click on the contact's name, to be then taken to the contact view page, where you then have to hit the edit button to edit the Job Title. Thanks!
attachment not deleted using Forward
When you have to forward an email (with attachments) and delete some of the file attached, the delete function (x button) doesn't work. SCP 7601.
Out to enable email fetching with TLS on Exchange 2007
We are using SCP 7601 and need to move the mailbox currently working on plain authentication to TLS (IMAP). I saw it is possible to enable TLS from "Mail server settings" but how to load the certificate? Without it SCP returns the following error: "Problem connecting to mailbox".
Business rule not working!!
Hi, I created new status called 'Submitted' and tried to set is as default status. There was no direct function to do that, so I set the business rule to change status to 'Submitted' when new requests come. I researched on this and found out that when you create a request through the New Request Form, the values set in the form take precedence over the ones set through the business rule. Does this mean I can never apply business rule over Status? Is there any way to make custom status value
customer view
Hello, I just tested the new release 7601 and noticed a bug in the customer view. In the admin settings I disabled the permission for a customer to view the support rep, however they are still able to see the column 'support rep' in their request view. When they open the request details the support rep field is not visible, so that is OK. Is this something that can be fixed in one of your future releases please? Best regards Christophe
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.
Global View
Hi. We are currently evaluating SupportCenter Plus 6 and now I have a question; Does a support rep need to be an Administrator in order to see the Global View tab on the home page ? Thanks, Chris
Categorization by custom status for request
Hi, I was playing around with SupportCenter Plus and came up with this. I had a request called 'Test1' with status as 'On Hold'. I created new status called "Submitted", then created another request with status as "Submitted". (Refer to Example1.jpg) First issue here, on the 'Global View' tab on Homepage, screen does not show column 'Submitted'. (Refer to Example2.jpg) I could not figure out how to create new column here. Is there a way to add more columns based on Status? Second issue, I
Information users access the "tab solutions"
Gentlemen, I'd like to see the access information of all clients who accessed a specific solution into tab solutions. I need this information to determine which clients have accessed a particular solution and have downloaded files published in this solution. What query would produce a report? Thanks Artur Zen
Columns in Open Request View - availability for phone numbers
It would be helpful have the option to be able to view contact's phone and mobile number when viewing Open Requests on the main tab. You have almost every other option available to pick and choose from in the column selector, so how about phone numbers too. dcc
Adding more to Requests Summary?
Hi, Can I add more rows to Requests Summary in the 'My View' tab? (Refer to Example4 and Example5) I need this because request might be rejected and user will be notified to either close or modify the request. The user should be able to see rejected request through Request Summary. Or, Is there any way that I can set up notification email to Contacts when the status changes? This would be very good thing to have acually. Thanks,
how to public a solutions
hi Could you help me how to public a solution? tks in advance.
SC+ in spanish
I am trying to find SC Plus in Spanish and can`t seem to find it. Does anyone know if it is available? Thanks -- Charlie
Web request drop down boxes, can we control the order the items appear in the drop down box?
Web request drop down boxes, can we control the order the items appear in the drop down box?
Searching SubAccounts in 7601
I just upgraded to 7601 and I am pleased with the expanded and enhanced Search functionality. I do have one issue that has been a problem since you added Subaccounts. I can not use search to find a subaccount. This is very important because we have hundreds of subaccounts and it isn't always easy to determine the parent account. Is this something that was overlooked? Or am I never going to get this functionality? Ken
Cannot send out email
Hi all I tried to use SC+ on Windows 2003 server, and my email system in other server (i am hosting my domain on Bluehost http://www.bluehost.com/ that run on Linux) I have setting up outgoing in SC+, but I see that the system cannot send out email. I do telnet on SC+ Server: telnet <email email> 25 and I got Connect Failed - I am not sure how to configure for email out and how to track error. Could you help me to fix it? tks in advance.
Cannot start Supportcenter Server
hi All I installed Supportcenter Plus on Windows 2003/64 bit and I cannot start SupportCenter Server. Start-->Manageengine Supportcenter --> Supportcenter Server and run, it just open Command line screen and close, it cannot start. Could you help me how to fix it? tks in advance.
Error message: “Another contact with the same email ID already exists.”
Hi We had version 7012, upgraded to 7016. After this deployment, when we create a new request, some contact in the list can't be find anymore. If we try to create this missing contact, we have this error message: “Another contact with the same email ID already exists.” This problem exists for support technician user. We try to delete support technician user and recreate but we have always this problem: the contact doesn’t exist in the list. Support ask us to execute this query to find the
Hide account information on Customer Portal
Hello, We are currently investigating whether we should use the customer portal and are giving some contacts rights to login. There is only 1 major problem. We save some important information at the account (for instance username and password for the administrator). This information should not be viewable by the contacts. The problem is that there is a possibility how the contact is able to see this information. If he opens a request the request information is showed. On the top there is a creation
Delete Business unit?
Hi, I am testing Support Center with trial version. I created several business units and archived some of them. When I tried to delete them, I could not find delete button at all. How do I delete? Thanks,
SupportCenter Plus - Product Roadmap Updates
Hello Everybody, Based on frequent requests from our Customer's and evaluators, this is the thread created to discuss about SupportCenter Plus - Product Roadmap. So, Please do post your inputs on our Roadmap here. Thanks Jai Anand SupportCenter Plus
Auto assignment of contact to accounts does not work
Hello, One of the nice features of the new version should be: Auto-assignment of contacts to accounts based on email domain Option to automatically associate a new contact to an already present account based on the email domain of the contact when the contact sends a mail for the first time. Option to add new accounts based on the email domain of the contact Option to enable/disable this feature. Option to exclude common domains from the list.I have updated all accounts with the correct Domain names,
Can I change the default view that opens for Contacts or Accounts?
Right now it shows recently added, I want it to show All Accounts by default.
Release Updates
Hi All, From now on you can get to know the issues/enhancements that will be addressed in the upcoming releases and the updates on their progress. We will update you shortly about the issues that are getting fixed in the hot fix (7004) Thanks for your co-operation. Regards, Priya K SupportCenter Plus
"last updated on" behavior for merged request
"Last updated on" or a new "Last changed" field should be updated to the most recent date, when two requests are merged together manually, since it can happens that a customer reply is not merged automatically by the tool. This happens specially when there is a third person in between forwarding the emails. Do you think it would be possible to improve the existing date field or implement it a new one?
Web Portal Access
I have installed and configured the server. i have also configured the web portal, but when i try to access the portal it does not display as in the preview, i am always directed to the admin login interface is there any steps that i need to follow? thanking you
SLA - ManageEngine support of clients
Hi, I'd like to raise a question and start a thread about the expected SLA responses which we, as clients of ManageEngine, should expect from the support team. There's been a number of problems with releases over the years which individuals have placed on their live systems that have ground them to a halt, and it would be really good to know what response times we should expect from ManageEngine for each level of request priority. This is particularly pertinent for those of us who use SC+ to
Support Center - Patch uninstalling problem
Hi, I have a Support Center Plus installed on Windows 2003 Server - SP2. My patchs directory is near 119Go and I'm only in v.7.0.0 SP 1.6.0. (see screenshot01.JPG) I have stop "ManageEngine SupportCenterPlus" service and i'm trying to uninstall old patchs with "UpdateManager.bat" but the operation stop and the message "Sorry, uninstallation is currently not supported." Is anyone have a clue ? Regards, Alex
Solution attachment not attaching and showing as 0 KB
I am currently using SupportCenter plus ver.: 7.7.0 Build: 7506 Whenever I attempt to attach a pdf to one of my solutions it shows it attaches but the size is shown as 0 KB and it will not open the file. I was wondering if this is a bug or if there is a size limit to the attachments? The size of the file 7.0 MB. Thanks for your help. Nic
How can I hide certain support Reps from the Customer Portal?
Hi We have a few support Reps for admin purposes only. I only whish two of our Support Reps to be shown to our customers in the Support Portal. Is this possible, if so how can I do this? Looking at the settings I couldn't see a way to do it. Thank you, Gian
Replies dissapear
Hello I've encountered the following problem in supportcenter plus. It seems that sometimes after typing a reply to a request, it sometimes dissapear. You can see the stamp in the history that a user made a reply, but when you open it, it stays empty. After some testing i found out that the problem occures when there is a HTTP link in the initial request. Can someone inform me if this can be resolved or that it's planned to be resolved in a future issue? Thanks in Advance Jeroen Royackers
Problems with "Survey Results"
Gentlemen, In earlier versions of the SCP we were able to view all results of satisfaction surveys "Survey Results". Currently, we are getting only see some "Survey Results List". Previously existed navigation buttons that let you see other results. Thanks Artur Zen
Install SCP+ on SBS2008
Hi, I currently have installed my SCP+ onto my SBS2003 box. Can I install onto SBS2008 - any compatibility problems? Thanks
Problems with setting up e-mail to the Business Units
Gentlemen, We have three Business Units set in the SCP. Our area of customer service is unified and for this reason we use the same email account to establish contact with our customers. Business Unit - Business Unit Settings - Helpdesk Settings - Mail Configuration At the moment we try to configure the e-mail to all other Business Units and we received the message below. FAILURE : Error while saving the Mail Configuration Details. Please report the problem to the system administrator, with the Error
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