Can not see images in tickets
Since we upgraded to version 7.5, build 7507, we can't see any images that people embed into the email they send us that generates a ticket. Also if they images in their email signatures, we can't see them either. If we right click and show picture, nothing happens. Can anyone tell me how to fix this. I have been through the Admin and can't find anything relevant. Thanks Narelle
Report Request
I was trying to get a specific report but i couldn´t do it. Can some on help me ? I was trying to make a report that show me this information: Informations: - Total Closed Requests From a Group - Real Time Spend on the Request - Total Time Spend on the Request Group By: - Support Rep Thanks a Lot, Kyner (Daniel Idalgo de Sousa)
How to test CTI?
I have Asterisk. Does trial demo support CTI? I've tried: setting saved successfully, Astrisk sees connection but Enable notification failed - check your credentials. What is wrong?
Sending Email error
Exception while trying to send notification for Request ID : 64 Mail sending failed.
How to remove survey results?
There are some testing entries in the user survey and I would like to remove it. Patrick.
Changing Backup Filename
Using the backupdata.bat script creates a backup in the backups directory with a filename that has the full date stamp. I only want to keep a rolling 7 day backup in my archive so would prefer that the filename of the backup simply contained the day of the week (eg support_center_backup_7013_mon for example). How can I achieve this (on a windows server)? Many thanks in advance.
Regarding request print preview
Can i customize or simply add my logo & Header\Address to this print preview? The idea is I can have the customer to sign on this & fax or mail back for record purpose. Quite cricitcal when customer approved to jobs which has a cost attached. Do let me know if this can be achieved. Would be really helpful.
Forum Posts that end with remote session help but no answers!
Hi Everyone, hope you are all well?!?! On some forum posts, in fact, quite a lot of the ones I have looked at today, show something similar to "Could you please send us your contact information or call us at +1 925 965 6300. So that we can have a remote session to look into the issue." The problem is that there are no further posts telling us how these issues were fixed? It would be incredibly helpful if another post was put on to tell us how it was fixed or if it's going to be in a Hotfix. It would
How to record general preventative maintenance
Hi, How would I go about recording general preventative maintenance? ie. a ticket which hasn't been raised by a client. I want to track my time spent on an issue, but I don't want my client to get any notification. Any help is appreciated. Thanks. Keith.
Can't stop mail fetching O_o
Can not stop mail fetching - disable button is inactive after changing protocol to POPS (gmail) - looks like password was wrong Can not edit pop credentials because mail fetching is active Server restart doesn't help Log: [15:56:54:253]|[10-29-2009]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[19]|: MailFetchingTask instantiated. | [15:56:54:253]|[10-29-2009]|[SYSOUT]|[INFO]|[19]|: TLS_CLASS : class java.lang.Boolean| [15:56:54:253]|[10-29-2009]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[19]|:
Calendar Integration Like U2 sing "I still havent found what i am looking for"
Calendar Integration Outlook Integration Daily/Weekly/Monthly view of information Ability to determine Support Rep availability on a particular date or during a time period Shared calendar for team work Enhancements to the Reminder section Import & Export in the iCal format Ability to set reminders, follow-up tasks from every module
What does the next release have in store.
Hello, I am curious, what we may expect in the next releases of SCP? What are the developers working on at this moment? I know that you do not like to "guess" when the next release will be so I want to ask instead what may we expect to be added/fixed this year(the rest of it)? Best regards, Valdi Hafdal
File attachment not working
I am using AdventNet ManageEngine SupportCenter Plus 7.0.0 and recently found out account users are not able to upload files as an attachment in the request they are submitting. When i click on attach file, it pops up new window for file attachment, by selecting file and clicking upload, it does not do anything. Can not figure out what the problem is. Any help in this regard is appreciated.
Merging two requests ID while replying to the new one.
Merging two requests ID while replying to the new one cause the reply to go in the hyperspace... e.g. req ID#1 req ID#2 I open a reply window to req ID#2 before to send the reply I merge ID#1 with ID#2. The reply is correctly sent but it doesn't appear in the communications view. I assume because the reply is associated to a request (ID#2) that doesn't exist anymore and not updated to the new one (ID#1). It is not a blocking bug because we don't use to do this normally but something that can be
where does a person who is new to the finer points of computing go for knowledge?
Being new to the inner workings behind the scenes of my computer,I find myself in a state of question as to what to do,and how to do it.I have installed the program,yet I cannot figure out how to change web server script.I have checked other programs and really don't want to bring a whole lot of programs into the system due to space.The op manage engine addresses the needs that I have and yet offers the versatility of expansion in house.I am in limbo due to this problem,you can e-mail me at laye@sccoast.net
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 Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Regards, Arun SupportCenter Plus
novice needing help
I am new to the inner workings of a computer,I was looking to get control of my previously used system.I began checking various management programs as I was not that accepting of the OS windows vista.My problem is simply:how do I change web servers,when I engage the program I get a response that op manager server is already running using webserver port 80..,the only thing I could find was firefox was on 80.Please help.
Couple of queries -
I'm currently testing out support center app - Have a few queries. I need to allow engineers to open cases, and add time entries of their work description. But no case closing or deleting capabilities for them. This should be done only by the case manager \ helpdesk agent on recieval of customer confirmation. How can I achieve this - currently if i give view & add capability - the engineer cannot add time entry, if I give edit capability the engineer can ass time entry but can also close the case.
Why my reported problem is deleted now?
http://forums.manageengine.com/#Topic/49000003686131 This was the URL for my problem, one of the support guy named "Arun" also asked me some counter questions and i was expecting some support guy's response and now all of a sudden my reported problem disappeared from the forum. Why is that?
Showing remaining contract hours on customer portal
We've setup some contracts and have the system nicely calculating hours remaining against the contracts in the admin view. Can we: a) Allow the client to see their used and remaining hours in the portal and b) Alert them when they have only a few or zero hours left or their contract is nearing an end?
Change the default background color
Hi, I am using SupportCenter Plus and I would like to change the default background color (blue) to another color. Thank you in advance.
Can knowledge base be segrated by customer
The knowledge base is a great idea but our clients have different websites running different software and have different problems. Our knowledgebase would need to be customer/account specific. Is there a way to do this?
Web Page Rotator - Auto Login to
I am using a product called web screen saver (http://www.web-screen-saver.com) to display some pages from my network monitoring and other key applications. I want to display some pages from my SupportCentre Plus system as well but of course it is pssword protected. How can I get it to automatically login to SupportCentre ? According to the web-screen-saver manual it does support login to web pages "Also, you are able to display a password protected page if this page is protected with a htaccess
Useful features from other products
Hi, I am currenlty using SCP. I have found a few other features from other products that I would like to use, for example, the Purchase Order feature from ServiceDesk+ would assist me GREATLY, so I could link PO's and therefore part sales to my Time Spent reports. Another thing I would like to see in SCP is Technician scheduling, and calendar integration, from the MSP product. This was raised some time back for SCP - do you know if it will be included? Or am I using the wrong product for my needs?
Sending Notifications Failed
Hi, I'm currently running a Demo of Support Centre Plus Build 7507, in an active directory domain, with support reps imported and Exchange Mail Server. (Mail Server settings confirmed to be correct). I've noticed that whenever i try to reply to a request (from within SCP) that was created through a yahoo or any other public email account, i get an error "Sending notification failed. ", but if the reply is to an email within my office domain, it goes successfully. This is a splendid application,
How to allow contact users change rules of e-mail notification?
For example one contact want nothing e-mail messages. And another only solved request e-mail. Is it possible? regards, Rodion
Closed requests
Hi guys, When I close a Request and our client answer the e-mail saying just a "Thank you" the request has your status changed to Open again. For just one request there is no problem, but we have about 2000 requests in this month and this number is growing. Every "Thank you" that we receive, we have to spend some time to close the request again. So, there is any way to not open the requests again after your status was changed to Closed? If no, can you analise it to implement in a future update (as
Creating a Request Filter
img{ *width:700px; max-width:700px; } Hi, I have a user that tries to create a Request filter, but always got the same error (see attached). If I try to create this filter with another user, I can create the filter without an error. I've tried to create in different computers and the error still happens. Can you give me somen help, please?
Supportcenter Plus and IPCC Cisco Callmanager
Hi all,we've a Cisco callmanager 4.2 system with IPCC. We need to integrate Callamanager with Supportcenter Plus so that when a call arrives, customer digits his code id and cisco can send this information to Supportcenter Plus and it can open the helpdesk operator web page with a new standard request page filled with customer informations. Is it possible to make this? Thanks in advance
Record locking/warning
We currently have an issue with more than one engineer taking on a call at the same time. E.G Engineer 1 opens a call and decides to take it on, at the same time engineer 2 does exactly the same. The call ends up in engineer 2's name as he was 2 seconds behind the other. Both engineers then start working on the call and calling the customer. The only way around this currently is to refresh the page just before taking on a call (easily forgotten!). Would it be possible to implement some kind of record
Scheduled task is very slow and 100% CPU: 517 record for 5 minute
SupportCenter: Trial 7507 System: Win2003, 2G, AMD 2,2GHerz CSV file consist 517 records. Process is very long: 5 min. Why?
reg. sub-accounts of support center
I was trying out support center plus. It has a feature to create sub accounts. Now can I assosciate contacts, add products, open cases for sub accounts alone? I could not find any references in the afmin guid regarding sub accounts. If not whats the real purpose of sub-accounts?
"Datetime of create" in Contact & Account
Please add this field to Contact. It is need for sort in view. Regards, Rodion
Google Chrome and "Mozila < 1.3 is not supported"
When I open some form in Google Chrome 3, opened windows with this text: Mozila <1.3 is not supported. Is it planned?
CTI: Call forwarding
When you have dedicated operator receiving calls as first-line-support ability to forward call to second line (specialist) will be useful
Request View for Multiple Business Units
We have several business units where Support Reps are part of each. For instance, I have 10 business units and I support and am a member of each. Question: Is there a view somewhere that would allow me to see all the requests from all the business units i am a member of in one screen, rather than having to change business units to see the requests for each. This is a critical problem for us, we are evaluating the software and it meets all of our needs, however, upper management fears that without
Mark reply as solution
Your forum here shows that marking replies as solution is more flexible than separate dedicated Solution field/entity. Changing solution or proposing better one - this happens often in customer support.
CTI: Open ticket from call
Currently you can open read only list of caller's tickets. Is it possible to open that tickets for edit?
Future chat gateway to GTalk or ICQ
I know that chat feature is somwhere on the roadmap. Is it possible to make gateway to already used IM systems?
How to reset the password for user contact?
How to remember password for e-mail of contact? Is it possible?
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