Search Solution
Hello guys, I have made a few solutions (with public attribute) to help the contacts solve some common problems, but when the contacts search for solutions (also with the same keywords), nothing appears. Am I missing some configuration or it is a bug? There is two images bellow to show the Solution and the Search page. Thanks in advance, Marcelo Romera
How to set a report to display all service contracts expiring in next 3 months?
I would like to set a schedule report but seems the parameter like this quarter is not really helpful.
Cannot add or edit Solutions
Whenever we try to add or edit a solution, the following error comes up: FAILURE : Error while adding the Solution Details Please report the problem to the system administrator, with the Error Code - 1,260,956,035,087
Enhancement request
Hi everybody,Will be handy to have the following enhancements for coming version: .- Customer Portal Setting Customization and general layout: There are some options in the tool to customize the first login page a customer reaches but you cannot do much on those options. Would be great to have the possibility of using different themes or even better have a theme editor where anyone can create its own theme (The company I work for has their own branding policies but those of course are different for
Contact ability to self-close requests through portal
Hi, I'm not sure if this feature has been added since 7007 but I can't see it on the release notes or the product roadmap. It would be really helpful if contacts were able to close any requests they had access to see. This would take a lot of the manual administration tasks away from support reps and empower the users with greater functionality. Cheers, Andy
Outlook Connector
Hi, Can somebody please explain to me the following (taken from the Outlook addin help file)."add the contact specific e-mail as a Case to the SupportCenter Plus customer specific cases" Does this mean I should be able to send ANY email from Outlook into SupportCenter Plus as a case? If so, it doesn't work! How do I do this please? :) Thanks. Keith.
Inactive customer/account
We have discontinued service for a customer. How do I mark them as inactive? I do not want to lose the history, so I'm not sure if Delete is the right way to go. How do I hide inactive customers?
Unable to modify Notification Template - Returns "Error Occurred"
Hi Support Team, hope you are all well, We have moved office and I wanted to update my notification templates. However when I do this in version 7007 it comes up with a popup box, error occured see attached. I don't know if this is another issue but it seems to coinside with a log entry in the serverout.txt showing this [11:03:32:788]|[12-04-2009]|[SYSOUT]|[INFO]|[34]|: [JBOSS] Engine: StandardWrapperValve[default]: Servlet.service() for servlet default threw exceptioncom.adventnet.client.ClientException:
** Fixed issue returns - blank lines appearing in requests
Hi Support, The request ID 6258 was logged with you some time ago in relation to this issue and it was resolved, it seems to have returned. It seems that the problem we were having with giving us two blank lines for every HTML based email once return has been pressed, and inserts random extra spaces within the text. I can see that there is a new option in reports that you can use the Description field, which is incredibly useful to us. Unfortunately this is a good example of where this problem has
Refresh of x minutes clears defined filter
Original post Feb 2007 - was told this would be fixed soon See post http://forums.adventnet.com/viewtopic.php?t=34970 "If I want to look for all the calls for Customer A in all open requests I click on the small magnifying glass and type the name in the Account field and all the required calls come up fine. If I then click on one of the calls for Customer A and then go back to Requests my search/filter is reset. Even if i look at my list of filtered requests and my screen is set to refresh every
error code 496
We are deploying MSP Support Center Plus and I have already installed my license through the UI. Now, when my server reboots, I get: Enter a proper Adventnet license file. Details: ERROR CODE 496 But there is no way to enter new licensing. Anybody have any tips or tricks? Don't feel like waiting for support. Thanks!
Products migration
The product should be assigned to another account. There are plenty of information: serial numner, passwords, history, etc. Is there a way to migrate those data, or should I simply rewrite the data?
How to Define Support Plans in Support Center Plus
Under SLA, you can chose various support plan such as default, gold, silver but there is no way to change or add different support plans. How can I do this?
Default Due Date is 1 Hour in SupportCenter with No SLA
The default due date with no SLA defined is 1 hour from the time you create the request. I need to be able to modify this time frame since I do not use SLA.
New User
We had a requirement to look at a customer ticket management software. As it goes by saying, SC+ was my choice, as i have been using SD+ for years. I have evaluated this and submitted my findings to my manager. He is the one who has to approve of this. However, i have few concerns / ideas / bugs .. whatever you may term it as. ( It did add a bit of disappointment to me,, when these were not present ). 1. The CSI ( Category - SubCategory - Item ) from a Business Unit should be regarded as Topics -
Notification users for Contract Expiry
Hi, How can I set the available users for the notificaiton of contract expiry? I found that even the account manager is missed. Please advise.
Global View - Graph
Hey guys I have a question I was wondering someone could help with. On SupportCentre plus under the Global View a graph is displayed that shows the number of tickets received by the software. Is there a way to modify this graph to add more information. thanks in advance Sid
Application Error: EventID: 100
In the application event log I dicovered errors with eventid: 100 and source: supportcenter. The details for one of this errors are: - System - Provider [ Name] supportcenter - EventID 100 [ Qualifiers] 0 Level 2 Task 11 Keywords 0x80000000000000 - TimeCreated [ SystemTime] 2009-11-25T08:49:39.000Z EventRecordID 33466 Channel Application Computer ComputerName Security - EventData wrapper OpenSCManager failed - Toegang geweigerd. (0x5) Could you please tell
Bounce Address Tag Validation Issue
All, Can anyone shed some light on how they worked around this issue? This is with Build 7505 (not sure it matters though). We have a customer that just started using BATV, which causes their normal email addresses john.smith@domain.com to be appended to read john.smith@domain.com
How to use external database as backend
We have all Accounts and Contacts data on a MSSQL (Microsoft SQL Server) that is continuosly updated by our Account Managers. I understan I can inport such data via CSV but we rather prefer to have a SCP-MSSQL live connection (read only would be sufficient). How it is possible to do that? I did not find it in the Documentation. Thanks
Tech reply contact acknowledgement
Current "Acknowledge Contact by Email On receipt of the email reply" is copying contact's reply to himself I suppose a need of "Tech email reply contact acknowledgement"
Identify Account Uniquely
Hi, Is there a way to change how account is identified uniquely? We are importing customer data from another system and our end-users are allowed to change customer name. Based on the current rule, we would import the same customer twice. Thanks, IT Dept
Cannot be installed in CentOS?or the java problem?
When I try to install SupportCenter Plus, the remote server always shows me: root@host [/home]# ./scp.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ...................................
Index
Hi, In order to make the database access more efficiently, I need to know if I can set some indexes in the: RecentItens table: ITEMID, URL, DISPLAYSTR, DATE, MODULENAME and WorkOrder table: WORKORDERID, CREATEDTIME. It will not change the structure, but our DBA says that we can get a better response. We are using a MS-SQL Server and have about 10.000 requests in 4 months of use. Thanks, Marcelo Romera
How can contacts/clients run reports created by the support reps?
Can you please explain how i can create reports which can be run by the clients from the client portal? Thnx, Arjen
Cannot be installed in Linux?Who can give me some helps?
My company bought support center plus. But when we try to install it into our remote web server, We got a problem. The remote shows me : root@host [/home]# ./scp.bin –console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ...................................
java error installing cert
anyone come across this one can help me with resolution? exception in thread main java.lang.noclassdeffounderror
Another contact with the same Email ID exist...
Hello! Help me please! How can I enter same email address to the few Contacts in SupportCenter? After inserting same email in second Contact perhaps it says "Another contact with the same Email ID exist"... How can I do this?
Email notifications
Dear Supporters, I have a problem to set up some mail notifications. Short explanation: I set up Business Rule: when a new request arrives: sender begins with “abcd” perform these action: set priority as “High” and Place to group “1234” In the appropriate group “1234” I added support reps interested in this group. Also I enabled both available options: send notification to support rep when new request is added to this group and when a request in this group is left unpicked (with selected time)
Different new request view
Hi, Could you please explain how I can create different new request view for different contact? Thank you in advance
Reporting on Survey and some other questions
Good Day, I have been testing the SCP for use with my customer care team and had a few question. We have created a survey that is triggered to customers when a ticket is closed. The Rating scales have been defined as Excellent, Good, Fair, Poor. When we run the report the report shows the equivalent numbers only and not the actual values. Is it possible to have the report display the actual values of the rating scale ? Can i have a ticket auto close after 10 days of inactivity ? How can i send SMS
Print preview custom
Is there a way to print a job sheet excluding or shrinking (like version 6) the conversation (email correspondence)? The purpose is to fit it in one page. Thanks
Customizing request form
I'm trying to customize the request form by adding one single line field containing the product serial number (visible to the customer) two multi-line additional fields containing other request's stuff (invisible to the customer) --------------------------------------------------------- For the first field, I'd like to start a procedure to check the serial number as soon as enterer by the customer by comparing it with our products DB and eventually reject the request. Is that possible? How? I'd
How to re-enable a login to a User Account already exists?
Hi, How do I enable the "login" again to a User Account that was previously disabled? We keep the same User Account. this account has a number of support requests previously registered. When I try to re-enable the account I get the message below. "FAILURE : Login with same name already exists. Please provide different value for Login Name." Thanks Artur
Conversations
I checked this in the User's Guide but I cannot find it. Furthemore the guides listed in the page http://www.manageengine.com/products/support-center/documents.html seems related to SC+ 7.0 while I'm using the new 7.5. The "View all conversations" shows only the "From:" field. Is it possible to see also the "To:" field(s)? Can I forward something received by my back-office support reps (I wrote them with the FW button) to the Contact? I see I can anwer to contact and have the related conversations
Multiple branch offices having different "time of operation"
Its really a nice product, but we have a situation. Our company has multiple branches having different time of operations for example Branch1 operates 8AM-14PM Branch2 operates 10AM-16PM Branch3 operates 24hrs how we can manage it as we have different SLA levels associated with it like SLA1 1 hr (if arrived 8AM -14PM) SLA2 2 hr (if arrived 10AM-16PM) SLA3 4 hr (24hr) Is it possible to have contracts at the secondary account level? For example Client has many branches and each branch office has
SLA based on responded time field
Maybe an enhancement request for future versions? Currently the SLA is measured by resolution time, this doesn't meet the business requirements of many support centers. Like ours, our SLA is not based on resolution time, but on responded time. So we should respond to a determined customer in a given time. Currently we are working around this limitation creating customized reports comparing the creation time against the responded time. But might be handy to have a more customizable SLA for coming
Category and subcategory editing
In helpdesk settings - category, we can see categories, but not subcategories. There is only add function, not view or delete for subcategories. Tree view cannot be printed if longer than one window. How to delete or rename items and subcategories? Also when deleting categories, it remain there, in grey colour. I find it very difficult to manage categories.
7508 Problem
After upgrade my trial copy of Support Center to 7508 the system not start again. I use MS-SQL Databse Backend and when i execute ./run.sh script the following message appears "Failed to start the server. Please refer logs for more details" I use the port 12801 for HTTP Server and my OS is RedHat Thanks in advance
Hot Fix 7508 released
Dear Customers, Hot Fix 7508 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 7508 http://www.manageengine.com/products/support-center/sp-readme-7_5.html#readme_7508 Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Regards, Arun SupportCenter Plus
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