Mail fetching bug
We are testing SCP and we ran into a mail fetching problem. Some mails will cause a STOP FETCHING from scp. Afther reading this form without any luck " only please send us the log files, we keep the solution to our self" I discoverd the problem. SCP cannot handle sub adresses such as root@test.testing.nl we i change it to root@testing.nl every thing is oke. I deleted every sub account in all the devices etc, now i don't have a mail fetching problem. The only problems that i have is (reading the
Editing contacts via e-mail
I have set-up inbound email's to be logged as requests. How do I edit the contact name when a new request has come in? By default support center plus uses the e-mail details as the contact name and populates both e-mail and contact field with the inbound e-mail address. I cannot edit the user details as editing contact name removes the e-mail address. Stewart
Warranty Details Against Product
Hello I am new to SCP, and have been asked to enable the system to flag warranty details against individual product items, I have had a look at this but can't seem to find how to go about it, is this possible? I have seen the advisory option and wondered if the warranty details per product could display like this, perhaps with a flag when the warranty expiration is nearing regards Barry
Incident Alerts\Notifications
Hello I am new to your software and am slowly working my way around how it works etc all seems straightforward enough until I have been asked if there is a way in SCP to flag an alert regarding warranty details against individual products, is this possible? Regards BW
SugarCRM and sc+
Hi Is there any way of using customer database from Sugarcrm as a source for account and contacts. (do not want a csv import) but an sql query (replace the name field with an query) Anyone done this or similar? Regards Paul Langlo
Permanent BCC
Dear all, Please advise how can i put a permanent BCC to some e-mail address so that i don't have to put them all the time at support center plus.
Splitting previously merged request
Hi all, I've hit a recurring 'problem' with the way the system allows requests to be merged and split which I may have already raised but I thought I'd take the time to expand on and provide a full explanation for everyone. Note: items shown in order of occurrence: Request 1 raised System sends auto-response Request 2 raised System sends auto-response Request 1 - support rep sends response A Request 2 - support rep sends response B Request 2 - merged with request 1 Request 1&2 - support rep
Move existing SCP installation to new computer?
Hi guys, Can anyone please give me the correct procedure for moving an existing installation of SCP to a new machine? Is it as simple as backup and restore of database? Thanks in advance. Keith.
Resend Client Notifications?
Is it possible to resend client notifications from their request? ie. If a client sends an email to the helpdesk or a support rep takes details over the phone, but for whatever reason their email address is wrong / missing, at a later date a support rep goes in and corrects it It would then be helpful to resend any notification to say we have received their request and give them their ticket ID etc. Is this something that anyone else would benefit from? Thanks. Keith.
SMS Group
Hello I have been trying for some time to figure out how to setup in SC.P SMS Groups so that Requests can be sent to a Group. It is possible to do this by email I notice but not SMS. Regards BW
Can't save any customs reports in SP built 7512
Hi, I tried to create several reports in SupportCenter+, but I wasn't able to save them for future usage. When I pressed the "save report" button, nothing happends. Any advise in that matter? Thanks, Thomas
Customising the customer portal
Hi Am I doing something wrong here - I'm using build 7512 (evaluation license) and have completed the customer portal settings to upload images and change font colours. It works fine on this page /sd/SolutionsHome.sd where the background colour in the heading is as I want it but on other pages e.g. /HomePage.do the header seems to be pulling in a background image /images/scp-header-bg.gif so therefore is not showing the colour selected in the configuration. Problem is our logo looks awful on
Idea - Reports - Graph colours
Hi guys, Apologies again if you've already implemented this in a newer version than 7007 but I was wondering whether it was/would be possible to add the ability to set graph element colours in reports. The main reason I ask is that I've recently produced an SLA report for a client showing a stacked bar of requests grouped by priority, stacked on SLA overdue status and my True values (i.e. SLA breached) are coming out Blue whilst the False values (i.e. SLA met) are coming out Red, which as you
Resolution Comments
If I use the Resolution option, and the mail is send to the customer where he can “Close” ore “ReOpen” the case. There is a Comment field. If the customer writes something in that Comment field, it is only in the Case History I can find the Comment, and not in the Request itself. This cannot be right, or?
Contact name
Hi, When taking a new request via e-mail. Some emails come from generic email accounts or unique names not related to the sender. For example supportcentreplus@advent.com will show the contact name as the e-mail account. I want to be able to edit the name seperatly from the e-mail details? How is this done? If I edit the contact name the e-mail details dissapear, highly frustrating. You cannot edit the one without removing the other. Stewart
Goup notification does not wotk
When request assigned to group, nobody gets notification, although checked in group settings. If additionallly supp rep has been specified he gets the notification, but not other members of group. Bug?
Why don't the supporcenter engineers use supporcenter?
Why don't you use supportcenter yourself? Then we can make issues or look at issues. Then we can see if some issue is assigned to someone and what the status is: open, in progress, testing, finished, closed. Then we also have an idea in which release something comes etc. You have made a good product, but it would be nice if we could get more information, as is mentioned numerously in other discussions. Then you can add closing rules like: If an issue gets closed: Let the user add information about
Make SCP Login using exisiting customer details database
We have a customer website which they have to login to and we want to make it so they can login to SCP using the same login details in order to stop the confusion. We would like to make support center look at our exisiting customer username and password database instead of making our system use the SCP username and password database as this is the details our customers cannot remeber. Does anyone know if this possible and if so how would it work.
Restore Error
I am trying to do a restore on my server but get this error : FYI [SEVERE]: Please don't kill this utility until the operation is completed requestScheme is https stopping DB Server >>>>> false Exception in thread "main" java.lang.NoClassDefFoundError: org/apache/commons/lo gging/LogFactory at org.apache.commons.httpclient.HttpClient.<clinit>(HttpClient.java:65) at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning(SDClientUtil.java:164) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
How to create new request form?
How to create new request form? .. I didnot find drag-and-drop field feature like I saw in ServiceDesk plus software.. please help thanks & regards
Migration of request contacts to support reps
The new functionality in version 7 allows us to set the contact of a request to a support rep. This is great and negates the need for us to duplicate each support rep as a contact in the system - something we've been doing for the last six months. Unfortunately as we've been doing this for a while we have over 1000 requests which now need to be migrated from the duplicate contact we created back to the support rep. There doesn't appear to be any way through the interface to bulk edit the contact
SupportReps need option to also be Contacts
In a large, enterprise IT organization, you will have multiple IT departments create support requests for each other. You will have the Server Management group request of Network Admin static IP addresses, DHCP settings, VLAN changes for servers, etc. You will have the PC Admin group requesting to the Windows Domain Admins changes to computer accounts. In any sizable IT organization, you will have SupportReps needing to submit tickets, as themselves or on behalf of their respective departments, to
Customer Portal
We use servicedesk.core.gb.com as the url for all service reps and customers both internall and externally. servicedesk.core.gb.com is redirected to http://www.core.gb.com:8080/sd/SolutionsHome.sd however when emails are issued with this url http://servicedesk.core.gb.com/WorkOrder.do?woMode=viewWO&woID=415 our redirect converts it to http://servicedesk.core.gb.com/sd/solutionshome.sd/WorkOrder.do?woMode=viewWO&woID=415 which returns a 404 error. Can this issue be resolved?
Chat and your Roadmap
Hi. I don't see any updates in your Roadmap since August of 2008. Is chat available now?
ow does Response TimeSLA works
Hello, I have the following question: How does Response DueBy SLA works? Does it uses the Response Time to check the SLA? Regards, Pedro
Conversations missing in a ticket
Hello, I have SC+ 7.5.12 and some conversations of certain tickets are missing. It shows only the header but the body of the message is missing. Is there a workaround for this? Tkx. Pedro
How to add Multiple Account Managers to an Account?
How to add Multiple Account Managers to an Account?
Support Centre Plus opinions
Hi all, I have been tasked with finding a service desk software product for my company. We adopt a business to business support model. My company supports both I.T items as well as other products (manufacturing items). I came across Support Centre Plus and I was wondering what you users think of the product and what your feel generally is? It would be good to hear opinions from some users.
Import csv
Hi I import account/member via .csv. The problem is that I do not get right information in right field on the account's. In other words, I get the SAME info in all fields. How should the csv-file look like? Now I have one row for each type of infomation. (1=sure name 2=last name 3=customer(company) 4=phone 5=Adress 6=email) Can I export FROM supportcenter to csv so I can see how it should look like?
Error in Restore
Hi I accidentally ran the option reinitializeDB.bat and lost my database! I'm trying to add my back up through the restoredb.bat but the message below: Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] ********************************************************************************
Idea - Reports - Background shading on report details in exported reports
Hi, When I export a report into PDF the shading behind each of the cells in the request data comes through from the HTML render. When printed this makes it a little harder to read whilst also wasting ink - it would be nice if this could be turned off for PDF exports or at very least an option be made available to control this on a per-report basis. Thanks, Andy
Problem - Reporst - Stacked report legend not labeled
Hi guys, Please close this if it's been fixed in a newer version than 7007 but I've noticed that when I create a stacked bar graph in a report the legend doesn't have a title, which is somewhat confusing to anyone who isn't familiar with the report. Cheers, Andy
Default Support Plan - Priority settings for Contracts
I have finished adding all the Contracts and the SLA for all of our Accounts There are two business rules to change the priority of particular Accounts One changes the selected accounts to “High” One changes the selected accounts to “Normal – Under Warranty” these seem to work but I am still testing as with some requests it does not seem to changes? All other Accounts have the support contract added and are using the “Default Support Plan” Following the manual it states that if an Account has a
Export Email Addresses
Hi Is it possible to somehow export contact information, specifically Email addresses to an excel file? Thanks Steve
Scheduled Reports missing from report list
Hi, We deleted a supportrep from the system and the schedulled reports created by that supportrep still are emailed as schedule but they dont appear in the schedulled report list. We would like do delete some of the schedulled reports and change the time of other reports. The problema is that we can not find them in the system. We are using supportcenter 7.5.12. Tkx Pedro
Slow WAN performance
G'day All, I was wondering is anyone had ideas for improving the WAN performance. We usually access the SC via a Terminal server when out of the office. Simply because the refresh rate between page listings is so slow. For example, in Requests, if I change between Open and My requests. Locally it will take about 2 seconds to display 10 req. (which is still a bit slow IMHO) But via a 40ms WAN link it takes anywhere between 15 and 20 seconds. From what I can see it is loading the entire page each time
Task Reminders No Longer Sent
Support, I have sent you emails but have not gotten any resolution. When I schedule a Task, the initial notification is sent out to inform the Support Rep that the Task has been assigned. But the Reminder is never sent. We have relied on this, since there is no Calendar integration available yet. Is anyone else experiencing this issue? I know it worked in SC+ 6 but don't know when it quit working in SC+ 7. I am currently using 7007. Ken
Attachments not being received by my clients - Or is it just me ?
Hi all, I've had this issue where our clients from time to time have said they haven't received attachments that are sent through SupportCenter when we respond to a request. After speaking to the support staff at Zoho, they checked the folder Support Center creates when attachments are sent - the files being held where they should be and so whoever i spoke to suggested it was something with our clients mailserver / spam filtering. (sounds plausible) But it's happening fairly frequently with various
Using the Resolve options
I have two questions: When a support rep closes a request can it automatically go to resolved rather than closed so the email to verify resolution goes to customer. If I can't do the above can you add a feature that when I set automatic closure the above happens?
Quick Call Log not displaying names in drop down
Hi, Perhaps this is by design, but usuing the 'log a call' feature on the main dashboard, when I type a contact name into the field, it does not automatically suggest contacts already stored in SC. It does however show accounts normally in a drop down list. Is there a reason why this isn't working? Thanks. Keith.
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