Limit
Is there a way in SupportCenter Plus where you can set a limit with regards to the amount of hours spent on requests and then getting a warning when that limit is nearly reached? Thanx
email won't show up on the correct request.....
I have a question in regard to the way that email should work. We do have SCP version 7.0.0 build 7016 and when a contact send us a request by email, the system will send contact an email with the request id. If a contact would like to send us more info in regard to the same request, how can he or she send us a reply and it will go into the same request instead of generating a new request id for him or her. Can someone clear this point for us? Thanks in advance, Mike
Hot Fix 7507 released
Dear Customers, Hot Fix 7507 released today.Please use the following link to download 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 Issues fixed in this release http://www.manageengine.com/products/support-center/sp-readme-7_5.html#readme_7507 Regards, Arun SupportCenter Plus
Changeing Contracts with Support Services
We are offering different products, and each Product has a different Warranty period. So to make this clear: Product1 has Warranty of 12 month. Product2 has Warranty of 18 month. More is that Product1 has a resolution time of 5 days, and Product2 is 1 day. But changing the product doesn’t change the Contract, which would be great so that we can see whether it has any changes, or is expired. The resolution time we can change according to the Sub Category, but it should be able to change the product
Purging supportcenter database?
Hi, We're using supportcenter plus 7, and we'd like to do a cleanup of the database after a couple years. We have a couple technicians that left, and we would like to remove old contacts, those technicians and all the requests attached to either old contacts or technicians that don't work here anymore. Is there an automated way to do that? Lessay I delete a contact, will that delete the requests initiated by said contact? Thanks by advance for your answer.
Regional settings
USD is not the only currency, and USA regional settings are not the only one in the world. SCP should simply take the regional settings from server during the installation process. Date, time, currency, decimal and thousand delimiter....should be as on server/PC where SCP is insatlled.
Outlook integration
We have 1500+ contacts in our Outlook. Some are private, but some of them that are business contacts, should not be inserted in SC+. I need about 200 accounts, and would like to synchronise ONLY contacts that I decide to, not all of them.
SSL for Login Only?
How do I change SCP to use SSL for login only, and then revert back to plain old HTTP once logged in? SupportCenter Plus is slow as heck when SSL is enabled - slow enough that I can envision end users wanting to avoid using it... dcc Dean Colpitts Members IT Group
Sales and opportunities
A job start with lead, opportunity, proposal, sale, installation and manitenance (support). There is a possibility of importing the sales details from CSV. We do not understand what that means, as sales do not appear anywhere in SC+? It would be nice to have a sales in SC+, so opportunity can be transformed to sale which could be transformed to installation. But if one has many leads and opportunities, pending request list become huge: support and opportunity request should be separated.
Send a Notification to multiple contacts (SupportCenter)
I have one contact by account, I select notify to contact at Notification Rules when I close the request,... but, I need send this notification to other people ... how can I do it ? Tks Mario
Notify to an Account Manager
How can i notify an Account Manager when I Close a request ?
Incident based Request checking
Hi there, I'm looking at SCP and wondering if there is a way to track the number of incidents an account has per month. Thus the support rep would clearly be able to see if an account has reached their incident limit. Any info on how this can be done would be greatly appreciated
SLA on Response time
Hi there, It would be great if we could make a Rule, and SLA for the Response Time. Often we have problems getting customers to answer, when we ask them. And then we really cant use the Due By time to anything.
Images in messages not showing
Hello, We have a problem that images/pictures are not shown in the new release. If a contact places an image in the mail it shows up like the tiny white rectangle with the red cross in it (the default image not available problem in browsers). The strange thing is that when we reply to the message the receiver is able to see the picture as it should. So the picture appears to be correct in the message. Could you please have a look at this? Kind regards, Jarry Claessen L'Excidio
Not all default fields available in custom report?
Hi, I'm wanting to include various fields in a custom Accounts report, but for some reason some of the default fields aren't available to include in the report. Specifically, the 'Description' field is one that I need to include. Is there a reason why certain fields like this aren't available? And can someone assist with providing the right query expression to pull back a selection of Accounts fields (including Description) into a report? Thanks in advance! Dave
Numerical fields allow decimals?
Hey everyone. Unless someone else has discovered a way to do this: For our support team, we've managed a way to do invoicing report through SCP, where we can enter in the shipping amount and what the total cost should be, and then generate a report that gets emailed to the invoice department on a nightly basis. Currently, we are storing the dollar amounts in the normal string fields for the Request view. We did try making them numeric fields, but found out that SCP doesn't support decimal values
Best Practices for entering a case
Hello I would like to get some opinions on entering cases information. Also when updating a case how can I see this reflected in the history? When updating should I "edit" the original case and appeand the information by manually applying a seperation or add notes or add this into the time spend and reasoning area? I just want to see how others are doing this and how their format is working for them. Tim
Backups
Hi There, Can someone please tell me what is the best and most efficient way to correctly backup support centre plus. I am using "Mysql" and I would like to make sure that my I am backing up correctly! Thanks
ManageEngine SupportCenter Plus
Hi I just installed the software but the service that is created by the sd_service batch file (more accurate : sd_service -i \server\default\conf\wrapper.conf ) starts (manually or automatic on server restart) but it's stops after some seconds. the only way to get the software to work is start the run.bat batch file.ı tried to remove and restart the service several times with several syntax but no luck. more inf: the service "supportcenter" start with this command > C:\AdventNet\ME\SupportCenter\bin\wrapper.exe
SCP License
Hey, I had installed SCP on a development server and use a backup of my production(7016) server for it and I'm not able to apply a license to a newly created instance(7505). Is there any chance to install a license on it? Is there any chance that i'll be not able to install license once i'll upgrade my current SCP, cause i'll also will move it from UNIX to WINDOWS. Thanks, Sergey
Screensize and notification templates
Hello, Could you please fixed screen size for the replies. This screen is still to small in height and it requires constant scrolling. It is getting annoying and I hoped you had fixed this by now (since multiple people reported it and I guess it can be changed in like max 2 minutes). Please change this soon. Furthermore am I not able to change the default notifications. It is really great that the markup now works like it should (with the new lines). But now from all the default message the markup
Customize templates of notifications
Hi, I need input the Account Name and the contact phone number in templates of notification rules. Is this possible? I don't found this variables. Thanks!
Ability to Search Subaccounts
We really need the ability for the Account Search function to also search Subaccounts. We use Subaccounts extensively, but are not able to search for them by using any criteria. Is this something that can be corrected easily? Ken
NotificationID
Remote Assistance Integration with Zoho Meeting
Hello, I need information before thinking about replacing our current remote assistance hardware box. How does Zoho meeting work, do the support rep. and customer connect to a portal some ware in the world then establish a connection P2P or does all the traffic go through your server? Best Regards, Valdi Hafdal
DB Schema for version 7.5.0 (7505)
Hi, Is there a new schema for this version? I'm interested in Users and Work Orders mainly. I have a schema for a previous version but I could do with a new one which shows me about the new DB changes. Thanks, iSAMS
Hot Fix 7506 released
Dear Customers, Hot Fix 7506 released today.You can download it from the following link. Issues with multi language version is fixed in this release. http://www.manageengine.com/products/support-center/service-packs.html Here is the instructions to upgradehttp://www.manageengine.com/products/support-center/faq.html#upgradeservice Regards, Arun SupportCenter Plus
Unusally High CPU usage after upgrading to 7.5
Hi, I just noticed that the CPU usage suddenly increase to 90% level since we upgraded to version 7.5 for 7016. we have a dual qual xeon with 4gig ram. normally, we use only less than 15% with other applications running. The service sqlserv.exe uses most of the cpu. has anyone encountered this after the upgrade? thanks, mico
Will the demo site be updated?
Hello, Do you have any plans to update the demo site at http://demo.supportcenterplus.com to 7.5 ? It would be nice to test the new version that way. Best regards.
Changing the address display
Hello, We were wondering whether it is possible to change the way the address is displayed. Currently it is something like this: <door no> <street> <city> <country> <state/province> <zip> <country> But in the Netherlands we have addresses completely differen: <street> <door no> <zip> <city> <state/province> <country> I hope that this is possible that makes it easier to use the addresses for mailings for instance. Kind regards, Jarry Claessen L'Excidio
Unable to create business rule.
Working with a 'fresh' install of SPC. When we define a business rule it just won't save. spc opens the main page again in the sub frame. btw all the default business rules were removed. Anybody ?
Migrating SCP to a new server
We are going to upgrade our servers and will need to migrate SCP. On owr current server we are running MSSQL 2000 on the new server we will be running MSSQL 2005 or MSSQL 2008. I would like to if migrating SCP from MSSQL 2000 to 2005 or 2008 is possible or will it cause any problem? Regards, Allistair
[WARNING!] Custom account fields empty after update
Hello, We just found out that our additional fields for all our accounts are reset. All the information we had entered is not available anymore. We are now trying to find out whether we can re-enter it all as far as we have all the information. Things like this may and cannot happen after updates. Please check your program better before releasing it, or at least put it into Alpha or Beta stage. Then we can decide whether we do the update. Because from now on I think we will not be early adopters
customer portal submit ticket
Can you please provide the code for us to embed the submit a ticket page on our website? We only want to display the input form without anything else
Usability
Hello guys, I have another suggestion to SC+. After the upgrade to build 7505, all accounts and contacts has a filter, but, by standard, it came with the option "Recently Added Accounts" selected and a lot of users are saying that the accounts are missing, but it's just about the filter. To solve this problem, the next hotfix has to came with the filter All Accounts selected and no one will missing a contact or account again. What do you think? Regards, Marcelo Romera
Business Units
Is there a way to move a request from the default Business Unit to a newly created one? I would like to take advantage of this new feature and "clean out" a lot of requests that really belong to the newly created Business Unit. I just don't see where this is done. Ken
Email Notifications
I am noticing an issue with notifications. Before we upgraded to 7.5, we had setup custom email notifications. We set up our notifications as text only, with specific fonts, so we get consistent messages on replies. Once we upgraded to 7.5, this no longer works and it looks like the editor is trying to remove the carriage returns and running our words together. When I try to fix this, it hangs on saving and never actually saves anything. I tried wireshark the connection from the app to the database
Upgrade disaster 75xx
After upgrading from 7016 to 7505 we cant start the supportcenterservice. we have microsoft sql-server 2008 but 7016 works fine (bevore update) then we make a update to 7503 --> update dont work --> restore the sql-database --> ok then we make the update to 7505 but the update dont work (many errors with index, double fields in table....) after many hours (but the backup bevore update closed without errors but the backup from supportcenter have errors :-((( when we make a restore from the installation
Upgrade from 7016 --> 7.5
Hi, Is it the same procedure to upgrade from 7016 --> 7.5 as it was from e.g 7012 --> 7016? br Stefan
sql CPU usage at 90-100% after upgrading to 7505
Hi, We just noticed that the CPU usage increased to 90-100% after we upgraded to 7505. The mysql suddenly eats up too much cpu power, we have Quad xeon with 4 gig ram. before upgrading, we CPU usage was not even 20%. is this a known issue on the 7505? please advise Miguel
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