Problem with Visualization "View Requests" and "Reports"
Gentlemen, Currently I have 10 support requests that are not being displayed correctly in the "View Request". Checking each of these contacts, I confirmed that they are associated with their accounts. How do I fix the display of the accounts in the "View Request" and consequently when I create reports? Reports Thanks Artur
Problems with translations of the SCP
Gentlemen, Every new version of SCP I see that the "Portuguese" language translations are not being maintained. There is a very large amount of texts and "Help cards" without translation. When do you plan to rectify this situation? Thanks Artur Zen
Increase the field "Time Entry Type" in the Time Entry Form
Gentlemen, I would check the possibility of increase the field "Time Entry Type" as an additional column in the Time Entry Form. Thanks Artur Zen Time Entry Form "Time Entry Type" column between "Support Rep" and "Description" columns
Daylight Saving Time
We reset the daylight saving time on our server, but the SC+ is not showing the correct time for the Time Entry. The server time is correct: The Time Entry is incorrect: It´s happing in all data time field. It´s making a big problem in our SLA. Best Regards, Daniel Idalgo de Sousa
Our latest version 7.6. released
Dear Customers, Our latest version 7.6. released.Please download the build 7601 from the following link to upgrade to this version. http://www.manageengine.com/products/support-center/service-packs.html Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Here is the link to track the list of issues fixed and the features available in this release http://www.manageengine.com/products/support-center/sp-readme-7_6.html
Add the button "Insert / Modify Image" on the Resolution toolbar
Gentlemen, In many cases our support analysts need to publish pictures on the answers / resolutions provided to our customers. Unfortunately this option does not exist. We would suggest that it add the button "Insert / Modify Image" on the Resolution toolbar. The button can be reused toolbar Request "Description". Thanks Artur Zen Request Form Resolution Form
Increasing the size of the panel of warnings "Announcements".
Gentlemen, There are situations where it is necessary to issue more warnings, but many customers forget to click on "Show All". Thanks Artur Zen
Hot Fix 7509 Released
Dear Customers, We are glad to announce the release of Manage Engine SupportCenter Plus 7509 with Twitter Integration and Intelligent response System. Hot Fix 7509 can be downloaded from http://www.manageengine.com/products/support-center/service-packs.html List of enhancements and Issues fixed in 7509 http://www.manageengine.com/products/support-center/sp-readme-7_5.html#readme_7509 Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice
Issue when contact uses different email address to reply to ticket
Hi, I've noticed that when a contact responds to a ticket from a different email address to that registered in SC, notifications aren't sent as they should be. Also, I need to click on View ALL conversations to see their emails. I know it's probably a bit strange that a contact is using different emails addresses to reply from, but is this just me, or is this something that others have problems with? I can see why it's doing it, but it'as annoying that I have to keep checking the helpdesk,
Version 7.6. Released
Dear Customers, Our latest version 7.6. released.Please download the build 7601 from the following link to upgrade to this version. http://www.manageengine.com/products/support-center/service-packs.html Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Here is the link to track the list of issues fixed and the features available in this release http://www.manageengine.com/products/support-center/sp-readme-7_6.html
Functionality "E-mail the Support Rep"
Gentlemen, I would like to confirm that the following situation characterizes a problem. When a client registers a request for support by email and copies the message to other members of his team at the time that our support representative answers a communication using the "E-mail the Support Rep" imagine that response should be sent only to another support representative in order to keep a record of internal communication. Unfortunately what is happening is that the functionality is forwarding the
Problem with esclation
Hello, I am evalulating support center plust ver 7.5, and facing this problem that sometimes the escalation never takes place. I opened mulitple priority cases and assigned them differenent esclation details but none of them esclated. Is there any place where I can check the logs to see what might be the problem. Also I have noticed sometimes that restarting the machine where the SCP is installed somtimes solved the problem. Also is there a provisioning for manual esclation What is the min system
Towards better tracking of Issues and Features
Dear Customers, We have decided to provide an Issue-ID / Feature-ID when an issue or a feature is raised and publish this information in a public wiki document. This document will also contain the list of issues/features planned for the next immediate hotfix/release. Issues & Features that are already raised, but not fixed/incorporated, will be updated in the document in due course. We hope this will provide better tracking of the raised issues/features both for us & the customers. Thanks
How to use SupportCenter with SSL Connection ??
Hello all, My short question is in title !!! SupportCenter can use SSL (auto-sign) for the web interface (internal and customer) ??? If yes, what's the good setting for the "Web Server" ?? Thanks in advance, Regards, Marc
Automatic Assignment of Requests
Gentlemen, I would like to know if there is any option that allows the SCP to automatically assign support requests to Support Analysts at the time they arrive? Thanks Carl
Notification of Email Attachment only seen on inital request
Original post - Sept 2006 - Added to "roadmap" !!!!!!! After call is logged no paperclip is shown for subsequent attachments. Please see embedded picture in post for example http://forums.adventnet.com/viewtopic.php?t=19680 Cheers Rich
SupportCenter Zoho Wiki Page showing features and fixes please! (like ServiceDesk has!) :-)
Hi All, Thought this deserved it's own post to get some clicks on the would like this feature button! This was on the Release updates post and my post at the top and a couple of other quotes from people have been posted below. Can we have one of these for SupportCenter please, looks like there is a Zoho Wiki page for ServiceDesk listing features and fixes! https://servicedeskplus.wiki.zoho.com/ Perfect!!! Cheers Rich Re : Release Updates by Guest on 19-Jan-2010 11:51 PM Wow, that wiki page from
Notification that unassigned ticket has been updated by requester
We've had this happen several of times now and it is not good... We get an end user who submits a new ticket (marked as not a rush) and our support group gets notification via email that new ticket has been submitted. It doesn't necessarily get assigned to a tech immediately (simply because it is marked as not a rush), and in the mean time, the end user that submitted the ticket has updated the ticket (either with more information, a request to close it, or something - but it is an update never
Reports - Scheduled - Arrgh.... + Suggestions!!!!
Hi Support, I have created a report and scheduled it to send to a particluar set of people including the customer. The customer wants this to be sent to additional members of staff. I went into scheduled reports and clicked edit, there isn't anywhere that I can see where to modify the emil to list. I then created another report, and called it the same as the previous one expecting this to overwrite the existing one. It showed two reports of the same name, which shouldn't be possible!! I then got
Releases/Hotfixes/Roadmap Info/ and Delays
Not really a feature but important none the less let the voting decide!! Inform us of updates/delays etc by having a Sticky forum post that only you can add to that is called Releases. As well as putting the release entry at the top of the forum as you normally do the Releases post would advise on release dates, delays, pre-release notes, and links to the download section. We could then all watch this topic and get emails automatically when there are releases, delays or pre-release notes or development
Warranty display should be based on purchase/contract date and alert if expired
First request - April 2006 Want to be able to add a "warranty" and get alerted if the customer tries to log a call after the warranty has expired. I belive the warranty has been taken over from ServiceDesk I'm guessing that this would be more useful to read Contract Expiry or something similar See full discussion http://forums.adventnet.com/viewtopic.php?t=11494
Email Notifications and attachments to requests
Original request July 07 "User msl Hi I currently have notification configured to send mail to the contact, however due to the way we use SupportCenter, it would be really useful for the message to go to more than one addressee (at least the originator) as well. Furthermore, I often need to save a file as part of the resolution and also send the contact a file as part of the request closure, but am unable to attach files to either the resolution pane or the notification email. Please consider adding
SLA Criteria
Hello, I would like to use field "status" as a criteria for SLA. How can I do? Thank you in advance!
Custom Query Report
I´m trying to use the Query Report, but I have a problem. In my select I have this function (A.TIMESPENTONREQ/1000/60/1400). In same cases the result of this function is a decimal number, but the report is always round up. How can I see the number in the report with their decimal fields ?
Moving support Rep from local login to AD login
When we 1st setup the system we setup all support reps with SC+ logins. We now want to move to AD logins for all the support reps. Is it possible to change the Support Reps login to AD?
regarding esclation when response time has elapsed
Hello, I am using support center plus ver 7.5 I am getting this problem that level 1 esclation after response time has passed is not happening. uner SLA , I have created a high priority category and set the following : Any Request matching the above rules should be responded within : 10 min If response time is elapsed then escalate: [checked] Escalate to : one engineer assign to : another engineer Esclate after : 5 min the above rule is not being triggered, even though rest of the rules for esclation
perfomance of the system is diminishing, any idea in regard to the performance tunning....
we use version 7.0.0 build number 7016 and in some cases the database hangs and the data will not refresh. Any idea about how to tune the performance of the system? Jay
esclation not happening in due time
Hello , I am using SCP 7.5. The problem I am getting is that the escaltion is not happeing in the due time, it happens but after due time has elapsed. Is it the server issue or something else. Appreciate your feedback Zealot
Survey change request
Hi SCP support, I would suggest to things regarding survey: 1) have the possibility to enter survey data "manually/offline" without the requiremnt to send email to the customer. In that way we could use SCP only like Survey storage/report using our old method of survey alreadyin place 2) have the possibility to select when to send the survey to customer and not every time that a request is closed. The idea is to have a button "Send survey" in the request. Please comment
Text in time entries is not searchable
We originally posted about this when we first purchased the software over a year ago. I thought it might be worth giving it yet another try. Currently the search feature for requests only seems to search the main fields and description of requests. It does not include the time entry fields. Considering this is where the bulk of information is entered it would be great if this text got included in the searches as well.
Can Account Manger see solutions in SCP?????
As title!
Support center plus - Reports date stamp
Trying to configure the report date stamps to display dd/mm/yyyy, but cannot change from mm/dd/yyyy I have tried "report settings" and this does not take hold when I select update. The same with "replacing empty value as" I have searched the forums and noticed the last comment was in 2006 and this was on the roadmap.
Unable to change contact in a open request
Hi, We have allot of emails sent via account managers to our supportcentre email, this automatically creates a ticket based on the account managers email, the problem is we need to reassign the ticket to the company and user that the actual problem is related too. When you edit a request (as a admin) you can't change the contact, you can change the account but after a update it doesn't save the info. This is on version 7007 can anyone shed some light on a solution to this? Thanks
lead time report for calls
Hi everyone I'm trying to generate a report that shows me the lead time for calls. I'm not good at making SQL statements so i'm using the reportwizard to try and generate it. My main trouble is that i can't generate it to look between the diffrence of record created for a call and close record. If anyone has any idea's as to how i can generate this report that would be great. Thanks in advance
Searching Notes still not working
From last year's release: We introduced the ability to search on notes in this hotfix which brought up the issue of multiple request entries in the request list view page if there are multiple notes matching the search criteria. Since the fix for the same is at a framework level, we will not be able to carry it out immediately. So we are reverting back the ability to search on Notes. We will be taking it up in one of our major releases slated for the month of January. Sorry for the inconvenience
Request - Searching fields in requests
Is there any plan to make it so that the Description field used when adding time to a request (in the Time Spent section) is also included when searching through requests. It seems that the fields currently searchable are: Title, Description, notes etc. However if I want to search for an engineer who had perhaps made notes under Time Spent saying "i did this" it is not currently possible. Perhaps if this option does not suit everyone you could have a section under options to choose which fields are
SPC Connect Asterisk Failed!
When I click Enable button, SPC throws "Asterisk Registration Failed: Please Check the credentials". Following is the manager.conf, is there anyone can help me fix this problem??? SPC Server IP Address: 192.168.2.100/255.255.255.0 manager.conf>>> ; ; Asterisk Call Management support ; [general] enabled = yes port = 5038 bindaddr = 0.0.0.0 [admin] secret = amp111 deny=0.0.0.0/0.0.0.0 permit=192.168.2.100/255.255.255.0 permit=127.0.0.1/255.255.255.0 read = system,call,log,verbose,command,agent,user
Problems with long paths
We are looking to upgrade from 7016 to the latest version, before doing so we always backup the entire SupportCenter folder as a just in case. This time when we tried to do this we received a large number of warnings regarding file paths (examples below). Most of them seem to be in the <Drive letter>:\AdventNet\ME\SupportCenter\Patch\ It seems you are using very large file and folder names under this directory and it is rendering them unusable to Windows. D:\AdventNet\ME\SupportCenter\Patch\AdventNet_ManageEngine_SupportCenter_Plus-7.0.0-SP-1.6.0\SUPPORTCENTER\applications\AdventNetSupportCenter.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF\classes\resources
How to include an Closed Case in a new Contract?
We do a case to a new customer before contracting the service. This is a closed request. Now we want to include his request in a new contract, but I can't change the account field. How can I do this? Thank you. Sergi
Merge accounts
Hello, A lot of time goes into merging manually account. We are Importing via CSV and when a name of an account has changed we need to find all contacts from the old account and attach them to the new Account. Then we have to open all the request made on the old account and click "Check changes" so the request get assigned to the new Account. Then we have to find the old account and delete it. This is possible in contact "Reconcile Contacts" and that works great. Could you "Pretty please" implement
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