What is the procedure to uninstall a service pack?
Hi All, How do I uninstall a service pack? All attempts returned the same message.
Roadmap for SupportCenter Plus
Dear All We have come up with the Roadmap for SupportCenter Plus after discussions with the development team. The schedule given in the road map is tentative and may change based on priorities. Here is the link: http://manageengine.adventnet.com/products/support-center/roadmap.html Looking forward to your feedbacks. SupportCenter Plus
Mail fetching
Hi Supportteam ! We uses mailfetching to handle all incomming mails on our Exchange 2003. Uses POP port 110 - and runs every 1 minute. Almost daily it just stops fetching the mails. We get no warnings, or other errors - and its often by coincidence we find out that the service is stalled.. This is very serious, and makes prof. support very difficult. We need this solved very fast - please.. Kind regards Carsten Thessen ps/ STILL WAITING FOR 7004 :(
Script Error Occurred : ReferenceError: CONTEXT_PATH is not defined
Script Error Occurred : ReferenceError: CONTEXT_PATH is not defined Anyone else running into this error when they try and save something in the Admin console?
Accounts Not in List
I am noticing an issue with the accounts after we performed the upgrade.Accounts we have created are not showing up in the list of accounts under the "all" tab, nor when you click the letter that the account begins with. However, I can search for the account by name and this works fine. I can also delete and re-create the account and it shows up fine. The problems with this is that we already have accounts with either alot of sub-accounts or alot of contacts. I have not tried renaming the account
Update from 7016 to 7504
Hi, I got the same error with this new release (see attached image). The Update Manager can't finish the update process. I'm using Win 2008 Server and MS SQL 2005 Enterprise. Can you help me with this issue? Thanks, Marcelo Romera
Integration with other aplications
Hi, My company use a software to monitoring some clients links. My question is if I can integrate this software with SC+ and open/close requests automatically. There is a component for this integration? Can I develop a component to access the SC+ data base? Thanks, Marcelo Romera
Hot Fix 7505 Released
Dear Customers, Hot Fix 7505 released today.Migration problems with MSSQL database issue is fixed in this release. 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 Regards, Arun SupportCenter Plus
Account Name and Email - Contact Association
I am seeing some odd behavior with accounts and the associated contacts. When I make a new account, it doesn't seem like the Unique ID for an account is just the name. I tried to make a new account in a different business unit, that had the same name as another account in the default business unit. When I tabbed down to the email field, it popped up a message asking if I wanted to use the email ID of the already created account, so I chose yes. Then hit save. I was testing to see if different business
No notification if contact updates unassigned request.
I just noticed that if a contact updates an unassigned request, there is no notifications sent indicating the request has been updated by the contact, nor does the support rep get any notification that the request has been updated since the creation when it is assigned to him. If an unassigned request is updated, seems to me it should fall in the same notification category as "Alert the following Support Reps by Email when a new request is created". Either that or there needs to be another notification
Time on email and updates
Hi I am getting a problem where the time and date is showing as 1 hour behind. An email comes in at 17.23, it shows as 16.23. The time and date format screens in Preferences and Administrator are showing the correct time. Any ideas?
Problem in Restoring Data file
When i m trying to restore(using restoredata.bat) data base from a file created by the backup program. The restoredata program struck here after throughing this exception. Any help to sort this issue would be really appreciated. Regards Farooq ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users :
Warning: Deleting a sub account also deletes the main account!
The is a major problem is the system. We have a sub account which we had to remove. So we clicked on removing the sub account (it was the only sub account available) and now all of a sudden the complete account is missing. I think this is not how it should be. Please have a urgent look at this! Kind regards, Jarry L'Excidio
Contacts disappeared since migration
After upgrading from 7016 to 7503, we have noticed that a mixture of contacts, requests, and in some cases, accounts had gone missing from the system. Figuring it was just a migration issue, we attempted to just re-add those contacts and accounts....however, we get the error that they already existed. Upon closer inspection of our database, it appears that the information is still in the SQL database, but not showing up in SCP. It appears to be a pointer issue, where a contact is no longer 'bound'
SupportCenter Plus 7.5 - Released
Dear All, We are pleased to announce the General Availability of ManageEngine SupportCenter Plus 7.5 Our New Editions With this release SupportCenter Plus is available in Two Editions: Standard edition starts @: $495 for 2 users Professional Edition starts @: $995 for 2 users Online Store: https://store.adventnet.com/ Compare Editions: http://www.manageengine.com/products/support-center/comparison-document.html Info to Existing customers Free upgrade to Professional Edition of 7.5 (build number
HTTPS certificate .pfx (from IIS)
Hello, We are experimenting with making the supportcenter secured. Now you have a good explanation on the site, but only we have a .pfx we want to import. We have searched on google and found an option to use a pfx in tomcat. We started combining your implementation help from the FAQ and the settings for using a .pfx. Unfortunately this did not work and in the end we had to change everything back to the default settings (with the ChangeWebsitePort). Do you have any suggestion how to import a .pfx
Email Notifications
When attempting to customize the message template for email notifications, I am unable to save the message. It gives a message, "saving please wait..." and has hung for 30 minutes. It doesnt matter which template I am trying to customize, I get this same behavior from each one. This worked fine before the 7.5 update. I have tried this in multiple browsers and get the same problem.
Can't assign a Topic Template to a Sub-account!
I can't assign a Topic Template to a Sub-account. I need to be able to assign Topic Templates to a Sub account or at least have parent account Topic Template rights given to sub-account.
Other problem v7.5
There seems to be some other problems with the new release. - When assigning multiple items to a supportrep they seem to only get 1 mail for the assigned issues. - The mail retrieving does not work correct anymore. I have restarted the mail fetching numerous times since the new version because every now and then it just stops. This morning there were over 60 mails in the mailbox and I had to press over 10 times on start mail fetching before they all were in the system. Please look at this asap, because
Import Active Directory Users to Business Unit
Hello, I am trying to use the business units option and it looks really good. I added a second business unit (let's call it B, the first one is called A). I had a supportrep who was available in the global support reps. I wanted to remove it's rights from A and only let him have access to B. So I removed him and tried to add him (with active directory import) into B. The problem is that the supportrep will not show up there. It says 3 overwritten records, but I cannot see the supportrep anymore (and
Internet Explorer 7 crashed without error
When adding or editing new or existing requests, on using the pull-down menu "Item" the complete Internet Explorer 7 crashes without any errors. Anyone seen this also ?
Some errors in 7503
Hi After we upgrade to the new version 7.503 the web console is showing some errors. 1- When we reply to a request, we have a predefined template that was well wrapped and works fine in the previous version, but in this version it lost the predefined spaces and lines. 2.- When we try to save any change in the Admin tab it gets this error: User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.2; Trident/4.0; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729)
Unable to send emails to some users
We are having problems with sending emails to specific users. We have created contacts and some of these contacts we cannot send emails to. We get the following error. "Exception while trying to send notification for the request." I can send them an email just fine from outlook. We have created connection exceptions for the server and recipient in exchange and it is not making a difference. We are not getting a bounce back in exchange, only in Support Center. For most users we can send just fine.
[Solution] Mail fetching stops occasionaly since v7.5
Hello, We had a problem with mail fetching which stopped now and then since v7.5. Our problem was with the default settings to stop mail fetching. In v7.5 there are mail fetching settings which by default are checked (why?). These are under: Admin -> Settings -> Mail fetching settings. Uncheck both options ("Suppress auto-notification" and "Stop email fetching") and everything works fine again. (Or alter these to your needs).
Where did Group view go?
In the 7.0 system, we were able to see requests by group via the drop down menu. Now in 7.5, we no longer have that functionality. I've been forced to create a custom view and have people use the custom view to see things, but the ability to view by group was easier. Any one else running into this sort of trouble?
password recovery?
How do you recover the admin password on supportCenterplus?
Custom views
Each time I save a custom view the system automatically add 2 parameters to the filter: and Complete time greater or equal 2009-01-01 and Complete time less or equal 2009-06-14
Request search does not work
Hello, After upgrading to 7.5 my collegues all reported that they are unable to search in requests. I was the only one who was able to search in requests. After investigating browsers etc I found out that this has to do with language settings. When the english language is selected everything works fine. If we select the Dutch language we are unable to search in requests. This is somewhat annoying. Kind regards, Jarry L'Excidio ------------------------------------------------------------------------
Colour settings
I have been able to customise my user portal in regards to changing colours but is this possible once logged in? At present everything is blue and I would like to be able to change this?? Thanks Liz
Status and reporting on each status time period.....
If I have few status in our system which we have added and would like to know for example how much time each support rep has spend in that specific status, is that possible? In other words, If I support rep received a request and changed its' status to test phase and spend 3 hours in that status, then it will send for approval to another support rep with a new status of approve phase and he or she spend another 2 hours on this, can I find out through a report how much this support spend on the test
Customer Portal Settings
I can't seem to get the Customer Portal Settings to take. I have tried to change all the options in this page and it doesnt seem to apply. Yes I have clicked "Apply Changes". Do I need to pay more to use this too?
Left Menu
Hello, There is a way to hide the left menu? If no, it's a suggestion to put an option to hide this information (like the attached file). Thanks, Marcelo Romera
Grouping and expanding a menu
Hello, About the left menu, if I group it (01.jpg) and go to another page, the option will be expanded again (02.jpg). It's a bug? There is a fix to solve this problem on this new release? Thanks, Marcelo Romera
How do you configure and use "Remote Assistance (Integration with Zoho Meeting)"
I don't see how to configure or use the Remote Assistance feature in 7.5. Can someone tell me how to get it working?
IIS and Tomcat together
I need to get IIS running on the same server as Support Center Plus. How do I get tomcat to only listen on a single IP address? Neil
Request Page - Columns
Hello, I have another suggestion to the Requests page: We can add and organize the columns that we want to see, but there is less columns than have in the filters and some information are important to see directly in the Requests page (i.e. Products). Can you add the same fields of the filters in the columns at the Request Page? Thanks, Marcelo Romera
Change operational hours globally?
We had originally set up reduced hours as the default setting on the helpdesk. However, we realized we still need to be notified after hours, so we needed to change to a 24x7 schedule. However, it appears that you have to change it site by site? (I tried changing the default setting and it took, but then I checked a site and it still was using the old hours. That would seem to be the correct behavior, but when you have a number of sites, it would be nice to change them all at once if you wanted
WorkOrderForm is not defined Error
We are getting a pop-up error saving "Exception: WorkOrderForm is not defined" when we try to edit a ticket. Can anyone explain why we are getting this error?
Email reply-to field is technician instead of default?
When we do a quick reply to a user's ticket (usually to get clarification of a request), the user gets the email just fine. However, the reply-to address is the default one that was setup for the helpdesk. (in our case that is ServiceDesk@ourdomain.com) However, we want the reply-to address to be the technician that the ticket was assigned to, or the one replying (either is fine). We know we can setup pop3 or IMAP, but really would like to know if the above can be done?
Weekly usage reports
I would like to generate a report that was possible detreminar the days and times of the links tracked, it is possible or only with mysql? if only by Mysql, which tables need to use thanks.
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