CRITICAL - Forum site doesn't work with Internet Explorer
Hi Support, As discussed on the phone with Jai last week, can someone please take a look at this website using Internet Explorer 6, 7 & 8 and fix it so that people can raise new topics!? At present I'm having to commandeer another machine in order to raise this using FireFox - not really a viable solution in the long-run. Thanks in advance, Andy
shift logo and label in main login form
Please, view attach with incorrect label and logo in header. But preview in admin settings is right. regards, Rodion P.S. I can't to attach file (79 KB): limit wrong
Split and merge service desks
Imagine - customer have a single SC with two suport departments in it. One of the departments grow fast and want to separate it's part of SC to standalone installation. Or maybe there two SC installations wants to be merged.
CTI: simultaneous incoming call notifications
Do multiple call notification windows - now it changed too fast when more then one call arrived
CTI for multiple operators
Ability to work with CTI simultaneously on different SIP logins
CTI: SIP client
Monitoring SIP client signalisation IMHO is more better way to catch incoming call event than using Asterisk management login
SLA reporting
Hi Support, Can someone please assist me with reporting on how long a request has been active (i.e. assigned a status whose running status is set to True). Example: SLA: Critical status = 8hr completion Contact raises critical request at 10am today Support Rep responds at 10:30am today asking for further information Contact responds at 1pm tomorrow 1) Full elapsed time since request was raised = 27 hours - SLA breached 2) Running time (time request was with us and not the Contact) = 30 minutes,
How to generate time based report
Dear Support, We at CTRLS Datacenters are using AdventNet ManageEngine SupportCenter Plus Version : 7.0.0 build number : 7009 We will be placing a purchase order in short time. In the meanwhile, I would need help in the following. The problem ========= I want to generate a single report as below. Should contain all the On hold tickets(From the time the ticketing system was used), tickets open and closed between 2:00 PM to 10:00 PM on a specific day. For example, I would like a report which contains
Do not load: Mail Server Setting, Organization Settings/Settings
Hi, I have Trial 7507 and firefox. After same time admin menu opens but some button don't work ("Loading please wait..."): HelpDesk Settings/Mail Server Setting, Organization Settings/Settings for example. Other buttons works fine: HelpDesk Settings/Mail Configuration etc. With regards, Rodion Zvorygin
Is is possible to show some categories-subcategories to the contacts (using the web form access) and other to the support reps?
Using level was an option, but it doesn´t support the sub-levels (like categories support subcategories)
Is possible to change the default authentication for the logons of the Contacts from "Local Authentication" to the AD?
If there any option, I was not able to find it...
Product - additional fields
We need to track the serial numbers of products. So, in product list we have a model (Cisco 1812, vendor, manufacturer...). We have 40 routers sold to different accounts. Twelve of them were bought for price x, and sold for y, 4 of them were bought for z and sold for k......and so on. If we inserted additional product field, that field can be edited only first time product is registered, but not when we atach that product to account. The only field that is editable is "Comment". If we register
Package Tracking through SCP
A feature we would love to see is the ability to put tracking numbers into SCP for FedEx, UPS, USPS, and others and be able to have a side view (perhaps under the Recent Items module), or something similar to the reminders view (where you click on it and a box shows up) that shows the current status of the shipments, and whether they are going out or in. Would add tracking numbers via the 'Add New' tab. Right now we just go to each carrier and check via their website, but would be great to have everything
Refresh Problem
When certain tech reps have refresh enabled, when it refreshes, no matter what screen they have open, it refreshes to one of their pending tickets. One of these happened when a tech rep was adding a solution in, it refreshed and it took him to a open request he had in his pending requests. Is there a way to fix this because it is very annoying to these users, they can do any work because of this? Thanks, Pciro Ambitech Engineering Corp
Export Database
Is there a way to export the database into a flat file or another type of file?
How to download a report for a Performance test?
Hello, can someone help me with downloading the report? What I do is basically run a performance test and go to reports tab to see the results .. but once load it and download with the browser option "save as .." I cannot read the report later because it says the results are stored in a server, not on my pc. I need to be able to download the report as pdf or doc file .. doesnt really matter. If someone can help me that would be great! Thanks, Silvia
Sending Notification Failed
I have Support Center Plus setup to send email with a user that is identical (permissions, etc) to the one that I have setup in Service Desk Plus to send mail. In Service Desk Plus I can reply and forward requests to email addresses within our domain and external addresses with no issue. In Support Center Plus I can only send to internal email addresses. Attempting to send to external addresses results in a "Sending Notification Failed" error. Any ideas?
Integration with Eclipse Mylyn
Are you planning to integrate SupportCenter ticket management with Eclipse Mylyn? It would be very useful for developers to have a view of their open tickets from within the same IDE that they use for their daily work. For the present moment, developers have a unified view of: - tasks - bugs (resolution pending) They are missing: - support cases Once this is acomplished, developers can schedule their daily work from a "home page" in Eclipse.
Time an hour out no matter what i do!
Hi Support, I have version 7505 and have realised that the time on calls coming in is an hour behind. I have been into the Default Date and Time settings and this shows the correct time. When I look in the top right of my screen it shows the time as an hour slow. I have checked the settings on the Windows Server and this all looks ok. If the real time shows as 10am the system will show 9am. If, however I then change this in my Preferences to +1 for the hour the system shows 11am! If I change it
Deleting an attached file
Hi, When I try to delete a file from a request, I click in the delete button (like an "x" beside the attached name) and the file "disappear" from the request page. So, I update the request with the button with the same name and, when the request appears again, I can see the same file that I have deleted in the request.Am I doing something wrong or it's a system bug? Thanks, Marcelo Romera
RequestsView_1 passed is not present
Hi Just upgraded to version 7507 and can't view requests, the error logged is the following: Caused by: java.lang.RuntimeException: The component configuration RequestsView_1 passed is not present in the database at com.adventnet.client.view.web.WebViewAPI.getConfigModel(WebViewAPI.java:82) Anyone seen this error before ? Kind Regards Stefan Thor Hreinsson Basis
You are not authorized to view this page
Hi Yesterday i was uploading my Contacts and Accounts and everything was working fine, but today at the morning the administrator user cant view the page of Accounts,Admin and Contracts, when we click the sections the following messege appear "You are not authorized to view this page" how can i solve this issue? my email is cesalazar@inprosis.com Thank you.
You are not authorized to view this page
Hi Yesterday i was uploading my Contacts and Accounts and everything was working fine, but today at the morning the administrator user cant view the page of Accounts,Admin and Contracts, when we click the sections the following messege appear "You are not authorized to view this page" how can i solve this issue? my email is cesalazar@inprosis.com Thank you.
Using SCP accounts for own website
Hello, We are planning to renew our website. All our customers will need to login to access our site. Because they already have an username and password to login into our SCP we would like to use the same user accounts. Can we authenticate users from our own website against the database of SCP? Is there an interface or API or web service that exposes authentication functions? I've looked into this a little bit deeper and found the table AaaPassword. I'm struggling with the salt and the hash. When
Outlook Sync Problem
Using suport center plus 7 , build 7016 trying to synchonise contacts using the the outlook plugin , contacts will be added from outlook to support center but are not added from support center to outlook instead it always reports zero contacts to import .
SC+ 7505 - Portal login redirection
Hi, I'm testing the upgrade of 7505 and have found a couple of issues which I'd like clarification on: 1) I was under the impression that the client portal address of https://<URL>/sd/SolutionsHome.sd was going to be changed to a simpler URL - have I missed a new confirguration setting or has this not been added? 2) When a contact types their username/password incorrectly at the portal page the system redirects them to the support rep login page - is there any way to prevent this happening? Cheers,
GMT -03:00
Hey guys, Where is GMT -03:00 (Brasilia) in the last version (7503) of SupportCenter Plus? I only see GMT -03:30 (Newfoundland). I've attached a image with this configuration. Thanks, Marcelo Romera
Outlook Sync - filtering
I'm doing a bit of testing with the Outlook Sync plugin. I was wondering if there will be a way of filtering the contacts that get synchronised. As it stands all of my contacts are synchronised into SupportCenter Plus, which is more than I really want. I really only want our customers to be synchronised, not our supliers and all of my friends. For this a filter that could select only contacts based on outlook categories would be ideal. Also as contacts come from SCP over to outlook we really need
Notification Rules
Hello guys, I've selected some notification rules, but only three of them work (see image bellow). The other two send no e-mail. Can you have some ideas to help me solve this issue? Thanks, Marcelo Romera
Linux - Running Support Center Plus in the background (or as a service)
Hi everybody, We're currently testing Support Center Plus in Linux and we need to start it through SSH (because the server is not physically close to us). The issue is it doesn't let us run the application in background mode (that would be "sh run.sh &"). The issue having the application running in the foreground is if we finish the SSH session then it will terminate any application opened during that session that is why we need to run it in the background. Another approach would be having the application
Clock
Hi, There is a way to change the SC+ standard clock? The SC+ here has a diference of 3 hours (I think it's because the GMT time). I have looked at the server time and this is right. This issue causes some errors on our operation because the registered times is different from the real activities. The SC+ build is 7505. Thanks, Marcelo Romera
how to share only one report with a specific client?
Hi, In this version 7.5.0 7507 ... I want to share a custom report with a specificaly client. How do I do? I can´t see any configuration to made this. Thanks Carl
Tree View in Category admin page
When I click the Tree View button in the Hepdesk Settings - Category page I get the following error HTTP Status 404 - /workorder/CategoryList.jsp type Status report message /workorder/CategoryList.jsp description The requested resource (/workorder/CategoryList.jsp) is not available. Please advise
Contract SLA and support plan cannot be edited
Upgraded from 7016. Everything seems OK, until I tried to change contract support plan and SLA. When I try to edit anything an error message appear: Script Error Occurred : ReferenceError: CONTEXT_PATH is not defined Any idea?
delete a request even though the role does not allow the delete.....
I was evaluating your software and came to a very disturbing issue for the deleting the request. This is the case: If a support rep who does not have permission to delete or even see any other groups request, is still can do this by typing it in the browser address section. i.e. if a support rep wants to delete a request such as xxx, can simply type http://............/WorkOrder.do?woMode=deleteWO&woID=xxx& and this will delete the request number xxx from the database. This is true for even viewing
Older versions uninstall
I tested 7014, 7016, and upgraded on 7505. In installation window I can still see 7014 and 7016 version. They remain visible as it is still installed. May I uninstall older versions?
Request ID
Upgraded from 7016 to 7506. There are no IDs, now. It was good when we could refer to request with ID number. When there are 40 request on page, pending, it is easy to refer on one request by ID number. It should be year and number, for example 09xxxx.
Account manager vs. Support rep
Why we cannot choose the support rep as an Account manager? Contrary, it is forbiden to set the same e-mail!!! One account has one account manager, and that one is usually prefered support rep. It would be goood to automatically set the support rep after we choose the account when new request is prepared.
unvder home tab - my view - request overdue won't show the overdue request?
Can you please let me know why the overdue request won't show the request that has passed their time(duebytime)? on request that are due today it will show for that day and next day it won't show under the overdue request. Can you help?
bug? no email attachment sent to Outlook 2003
Hi, We tried to send attachment to Outlook 2003. However, attachment is not displayed in Outlook 2003. when we forward the email (e.g. received email to myself again), then attachment is displayed. Is this a bug? Need to send attachment, so we need to know how to solve this "hidden attachment" issue. Thank you, Nancy
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