Hot Fix 7511 released
Dear Customers, Hot Fix 7511 released today.Please download it from the following link http://www.manageengine.com/products/support-center/service-packs.html List of enhancements and Issues fixed in 7511 http://www.manageengine.com/products/support-center/sp-readme-7_5.html#readme_7511 Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice For Technical assistance, please contact us at +1 925 965 6300 Or mail to supportcenterplus-support@manageengine.com
Forum emoticons come through in RSS feed as HUGE images
When I add an emoticon into a post not only does it require resizing within the post but when I receive the RSS feed it comes through with a massive over-sized image rather than the size it shows in the post. Can something please be done about this or at very least can you please remove the emoticons to stop us adding them? Andy
Email dropped by Spam filter.... Does an email backup is somewhere ?
Hi, I dont see anything into GUi and not so more into admin guide about my question If an email is dropped by a the spam filter mecanism, does it possible to check which emails have been dropped, into a external file or other. It would be very nice to have possibility to check that. I suppose today that Support Center drops email with no backup of it somewhere ? thanks for your input Albatros
How to configure 3 categories in support center
Hi, I want to create 3 separate categories in my support center. Servers, Desktop and Softwares. Any body sending mail to itsupport@abc.com should be categorised into 3 depending on some rules. If the issue is related to server, the mail should goto server_admin@abc.com, if releated to desktop, the mail should goto desktop_admin@abc.com etc. how I can configure the same. regds Pradeep
Idea - Reports - Direction of 'order by' settings
Hi guys, Apologies if you've already implemented this in a newer version than 7007 (I promise we will upgrade soon!) but I was wondering whether it was/would be possible to add the ability for order by fields in reports to include a direction clause. At present they seem to default to Ascending, for example: Dates: Oldest to newest ID's: Smallest to highest Strings: A-Z If there was any way that we could modify these it would be much appreciated. Thinking about the problem with my MSSQL hat
Last Updated value is no longer working for Replies
G'day All, I usually sort my requests by the "Last Updated", so that it keeps the most current problems at the top, and I can see that staff have responded etc However since upgrading to 7011, I have noticed that "Notes" trigger the field, but Replies, no longer do. Issue has also been reported for SD in Oct09, and 2 others confirmed it. http://forums.manageengine.com/#topic/49000003686030 Please rectify this, and return the feature back to it's original behaviour. Rgds Ben
Pickup should bypass email notify to support rep
When a logged in user performs a "pickup" operation on an incident, it's probably safe to assume that you could ignore the "assignment" notification message to the same support rep. Is there anyone out there where this would NOT be the case?
Sending request between Support Centres
G'day, We run Support Centre (latest version) and have recommended to a client they purchase Support Desk. However now when they send us requests, the requests automatically get attached to old requests (with the same number) in our Support Centre. How do we stop this from happening? While we can hack our mail system to manipulate the Subjects, it will cause problems when we want to reply to requests back into their Support desk..... Rgds Ben.
How to change the color of the hour when logged as a user?
Hi guys, We've been playing with the CSS files (like .../custom/style/custom_style.css) and we've been able to change it and adapt the look and feeling to our corporate needs. One thing we couldn't change was the color of the hour just below the username in the top-right corner. We had the feeling it's hardcoded and maybe for that reason it cannot be changed from the CSS files. It is true or it can be changed from the CSS files? If somebody was able to do so please let me know.Thanks in advance,
Idea - Reports - Page orientation
Hi, It would be nice it it were possible to select the page orientation for a report when it's exported. At present when I export a report into PDF it seems to automatically select landscape when the information would be readable in portrait if the rows auto-wrapped and/or some of the white space was removed after the data in some of the columns such as Priority. Andy
Delivery of page elements over http and https - mixed content
Hi support, Is there any way for the content of SC+ to be delivered entirely over https when this option is enabled? At present we have a situation where images are being delivered over http whilst the rest of the system is being sent over https. This causes IE to halt the page load whilst asking the user whether they want to view non-secure elements of the page. Because this predominently appears to happen when images are embedded into request/emails it is becoming an increasing pain for a
Web Portal
Hi There, I have managed to publish the webportol via my isa 2006 server. The publishing rule works just fine and I get to the login page as well. I am able to login and create new requests etc. After I create a new reqeust I get an email which is cool - the email has a link to the work order and when clicking the link I get the following error: Please can someone help me? HTTP Status 404 - /sd/SolutionsHome.sd/WorkOrder.do type Status report message /sd/SolutionsHome.sd/WorkOrder.do description
Hot Fix 7512 released
Dear Customers, Hot Fix 7512 released today.Please download it from the following link http://www.manageengine.com/products/support-center/service-packs.html List of enhancements and Issues fixed in 7512 http://www.manageengine.com/products/support-center/sp-readme-7_5.html#readme_7512 Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice For Technical assistance, please contact us at +1 925 965 6300 Or mail to supportcenterplus-support@manageengine.com
Service Center Additional Fields
My first proposal is the ablility to edit additional field values that are containted within a picklist with out having to delete and recreate the item. Also give additional buttons to move items up or down so they can be sorted without having to delete everything and start over everytime you want to make a change. My second proposal for improvement would have the ablity to have Contact addresses without having to create additional feilds. This would be helpful in situation where your contacts
Unable to update Accounts in a request.
We have a number of requests that were incorrectly entered with just a Contact Name, and no associated account. I have now tried to associate an Account with the Request, by: 1) Editing the request and adding an Account, but when I hit save, it returns to the editing screen with no errors(I expect it to return to the view screen). However it DOES update the account, because if I got to either Account, or Contact and review this contact/Account, they are updated there. 2)Editing the Account and/.or
How to change the font color of the options in the header bar?
Hi Guys, I'd like to know how can I change the font color of the option in the menu bar. Like "Help", "Preferences", "Reminders", etc. Those are the option in the top-right corned when a user is authenticated. Thanks in advance, Roberto.
Customer Name Fields
Afternoon, Would it be possible to get individual First Name and Last Name fields both Customers, and Support Reps? The $ContactName variable often makes it difficult/obtuse to write comfortable or natural sounding phrases. For example, currently, using $ContactName, a sentence may look like: Dear Sean MacIssac..... Where $ContactFirstName might look like: Dear Sean...
Site no accessible after upgrade from 7007 to 7016
The install package ran successfully. I closed everything out and restarted the machine. When it came back up the I could not access the site. It came back with a bad request. The service is running, so I am not sure what the problem is. It seems that there was some change in the tomcat setting with the update. Any help would be greatly appreciated. I have left two voicemails with support this morning but have not heard anything. The online chat option is also not available on this site
Merged requests don't function as expected
We have a fairly common scenario where emails coming unti SC+ are linked to existing requests but don't have the necessary reference syntax in order for them to be automatically merged with the request. This usually happens when a client was CC'ed on an email and responds to all on the original email recipients. In these circumstances a new request ID is raised and an email is sent out to our support staff to inform them that it's not been allocated to anyone. This email (sent from SC+) contains
Support Center attachments or contacts with an apostrophe
I have found a problem when using contacts with an apostrophe as well as solutionand request attachments with apostrophes. If you add an attachment with an apostropohe either to a case or to a solution, you will not be able to delete the attachment in the future. If you add a contact with an apostrophe (this is common for many names) the email will not be updated in the request page among other problems. Support center is aware of the problem so hopefully it will be fixed in the future.
HTTP Status 404 - /framework/html/blank.html ON NEW REQUETS
When I start to create a Service request appears the following error on Service request body: �HTTP Status 404 - /framework/html/blank.html type Status report message /framework/html/blank.html description The requested resource (/framework/html/blank.html) is not available. Apache Tomcat/5.0.28� On IE after 2 seconds the error disappears and I�m able to write in this section and open the Service Request. On Firefox the errors doesn�t disappears and I need to clean manually and after that I�m able
Printing configuration
Is it possible to set the printing pages up? for exemple I would like print the requests without the conversation in the documents, could we? thank tou team in advance
Data restore for SCP Build 7507 fails
Hi, I'm trying to build a test setup of 7507 on a new server (windows 2003, sp2, all updates) prior to patching it with 7511. When I try to restore data from my production setup of 7507, the restore does not happen. It simple keep repeating the line "requestScheme is http" forever. I'm clueless here. Any help is appreciated. Regs -Jason
User forgotten password
If a user has forgotten their password, what can they do to either reset the password or recover their password? I do not see any options within the admin interface nor do I see a forgotten password link given for an invalid login. Is the only way to regain access for an administrator to reset the password and email/call the user? If so, that's a severe limitation. A user should be able to reset or retreive their password w/o admin/support intervention. Thank you, Jamie Jensen
Restoring SCP Build 7507 Fails
Hi, Im trying to build a test setup of 7507 on a new server (windows 2003, sp2, all updates) prior to patching it with 7511. When I try to restore data from my production setup of 7501, the restore does not happen. It simple keep repeating the line "requestScheme is http" forever. I'm clueless here. Any help is appreciated. - Jason
Autocomplete of email addres not displaying correctly in reporting interface
Hi, I have just upgraded to build 7511 and I have noticed a display issue within the reporting pages. When I run a report and then click on the "Mail this report" button the dialog box appears correctly. When I then start typing an email address into the email field it offers a list of email address but displays then horizontally across the screen rather than vertically. They still function correctly but are confusing and messy to look at. Thanks, Geoff Green eB2Bcom Australia.
x64
Does SC+ runs on a 64 bits based system? Thanks, -- Marcelo Romera
Roadmap on main website is VERY out of date
Could someone please update the roadmap on your main sales site (http://manageengine.com/products/support-center/roadmap.html) as it is horribly out of date (currently lists items being added in Q2 of 2009!). Cheers, Andy
SupportCenter and ServiceDesk patches and fixes- share code?-fixed in one not the other?
ServiceDesk and SupportCenter teams I notice that an issue regarding extra blank lines logged in SupportCenter is also an issue in ServiceDesk. This has been fixed/broken/fixed many many times and is CRITICAL to the way our company looks to customers when sending emails. It appears to me, that SupportCenter is a spin off from ServiceDesk. I know this as parts in the log files refrer to servicedesk and users screens from 2006 had to be changed from the ServiceDesk incarnation to SupportCenter as
Reply button not visible
I have something weird going on.. Some client contact don not have the "reply" button when the access their request in the clientportal. They can add notes but cannot reply. Im not sure, but i think this only happens when te request is created from the clientportal, and not when you open a request that has been created by sending an email.
Editing a request once it has been created.
When I have created a request and I want to change the contact name. I edit it and click save. The changes are not saved. Am I doing something wrong? Thanks LJ
Password for Admin acount
Hello, our system administrator (supportcenter) no longer works in our company. We could not contact him, and we don´t have the password to access and manage the system. Wath can we do? Thanks
Contract>Enable Notification - is it possible to customize template??
When a contract expires you can have it send notification... Q: Is it possible to adjust the template used? In my case each account can have duplicate items, Support Center currently will not allow overlapping subscription times so I am forced to put the start and end date as the same day (I put in the end day of the contract in both fields to work around this short coming). For this reason I would like to remove the "from" day in the notification that is sent Example... Active From : 07-Jan-2010
Support Rep Different Billing Rates, Time Entry Rate Greyed Out
In my IT Consulting business, I bill different rates to different customers and also support reps have a different cost per hour depending on type of client. I can set the billing rate for the Support Rep, but when I do a Time Entry the rate is "Greyed Out" so I cannot change it for a single time entry.
Capability of segregating knowledge items
My company has clients who have their own clients. I would like to have the knowledgebase allow our clients to see one group of info and their clients see another group of info. Any suggestions?
custom_style.css is not taking changes
Hi guys, I'm trying to change the look and feeling of Support Center Plus using the ../custom/style/custom_style.css. At the bottom of the file there are three options: .customheader{ width: 100%; background:url(../customimages/header_bg.gif) top right no-repeat; background-repeat: repeat; background-position: right top; } .tab_base{ background:url(../customimages/tab_bluebase.gif); } .DashboardTableColor{ background:#3466a9; } .listViewTableHeader{ /*background: url(../customimages/tableheaderr.gif)
Departmental SLA
Dear Team, Good day to you. My support environment is such that we have heavy dependencies on various departments like Customer Support, Finance, Provisioning, Logistics etc..A single ticket is passed on to various departments for their required actions. We are using the group field to assign tickets to various groups. We were wondering if we can create a report to extract all fields of a ticket along with the elapsed time for each department and the actual time for each department. This will be
ReinitilizeDB
Hi I have run the reinitializeDB file and it has reset all my settings. is there a way to roll back to the previous state?? Thanks Ravi
Report
Hey guys, When I try to run the select statement below straight in the MS-SQL it runs Ok, but when I try to use it in the Report (from SC+) some columns doesn't shows any data. SELECT H.QUEUENAME AS Grupo, F.FIRST_NAME AS Representante, A.WORKORDERID AS Chamado, A.WORKORDERID AS Chamado2,D.NAME AS Conta, A.TITLE AS Assunto, A.DESCRIPTION AS Descrição, B.FIRST_NAME AS Contato, SUBSTRING((CONVERT(varchar(30), DATEADD(SECOND, A.COMPLETEDTIME/1000, '01/01/1970 00:00:00.000'), 112)),7,2) AS Dia, SUBSTRING((CONVERT(varchar(30),
Contracts
Hi, When working with Contracts I found a very big gap in the system! I know it has been around for at while (if not forever) but I think it needs to be fixed. If a customer has two products, and therefore two contracts the system should update the contract when selecting the product. And from there change the SLA! I just went through ALL our Contracts and Customers to remove the Products so that the SLA works when receiving an e-mail. Because I had two Product, but the SLA didn’t work with that
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