How to batch import service contracts?
I am on trial for the linux version of SupportCenter Plus v7 now. As I know, I can import the contact and account thought CSV but how about service contracts? I cannot find the icon right there, therefore I would like to know how to handle the batch import of contracts. Heavy work loads are needed if manual inputs are needed.
How to set mail server using SSL?
I am on trial with SupportCenter plus v7 in Linux Platform now. Our mail server is using SSL but I cannot find this setting in the Mail Server Settings in SupportCenter console. And I think that's why I fail to fetch email after the mail server is set. Anyone can help? Thanks!
Unauthorized Personnel able to see requests by URL.
Problem There is a problem with contacts being able to view tickets by URL. When creating a new contact, there exists an option for them to "only view tickets assigned to them." I assume this means that they are not authorized to view anyone elses tickets. When a tiket is not assigned to them, by this logic, they cannot see other tickets, nor can they search for them. However, then they change the URL, with a different ticket ID, then they are able to see it. If I supply the ticket ID referenced
Update the Contact
Hi, It is not possible to update the contact always... some Scenario: 1. When any reseller email us to contact the end user without email ID 2. When any Sales(other Teams) ask to call a customer (without Email ID) 3. The email forwarded from mail-client. There are Renewal Follow-ups and other important email which is forwarded from mail client to Support Center. Some times, the support Center gives an error, saying that the "Contact already exists" even if the contact name and email address
mail fetching problems - advanced logging
Hi, We currently encounter the following error when trying to fetch mail: Error processing email with subjectOfMail : Test an Support and messageid : <3F811F49ED722A4D8B46605E571E7CAD01DCA111F3@llex01>. SO STOPPING THE THREAD Any idea how to solve this issue? Is is it possible to activate a more advanced logging level? BR Verena
Searching...
Hi! I have a suggestion to make the system usability better: Every time we want to search according some filters (and have lots of columns =)), we need to roll the screen right, click on the search icon and roll the screen back to left to type the needed information: It will be faster if the search icon remains at the left side of the screen. Thanks, Marcelo Romera
Contracts: Allow multiple contracts for same account and product at same time
We often sell the same product twice or more to the same company/account (e.g. different departments). Currently SC+ only allows one contract for the same account and product at the same time.
7.5 Release
Is the 7.5 release still scheduled for today, the 22nd? Thanks!
System Queries
Version : 7.0.0 Build Number : 7016 The system doesnt seem to show any overdue requests on the home page, or in the filter. is this a bug? How can we auto-update contacts assigned to logs, when we update there details in the contacts section? What needs to be in the subject bar of the emails to enable a log to update with that email? When replying to logs, it sometimes creates a new log rather than auto-update the current log, even if we reply to the system generated emails
Email Sending Problem
I have been having a problem with the setup of Support Center and enabling it to send emails on my network. The machine it is installed on Windows 2003 Standard server with IIS on and is purely used as a web server. I have tested the connection which is to an internal mail server running exchange 2007 and both ports 25 and 110 are communicating okay via telnet. I receive emails to the designated account fine within support center but when I try and send an email via the reply or forward options I
When do we get to see the roadmap??
Hi All, We were told that there was a development roadmap that we would be able to see at the start of the year. :roll: I'd like to see it please and see what Published voted for Features will be assessed in the next release. Thankyou Rich
Account Manager
Hi, Can I allow one Account Manager (like a supervisor) to see all the accounts from other Account Managers? It's necessary cause the managers have to support or assist a Account Manager when they're not in the company. Thanks in advance, Marcelo Romera
Some code is visible in request in IE
In some requests, submitted by e-mail, we see html-code like: <!--[endif]--> <!--[if !supportLists]-->- <!--[endif]--> In those requests people have typed dashes and bullets. These tags show in Internet Explorer but not in FireFox. Any ideas? SCP 7016 Cheers
Evaluation of SupportCentre Plus
Hello. I am evaluating SC and have 2 question for you 1. From my point of view 2 build-in trial licenses is not enought. Can I get 5? For trial of course. 2. Is it possible to devide client`s web part to DMZ and part for support to local network? For security reasons. Is there known issues related to security of this application located at the internet? Thanks Vadim
Insert/Modify Image into Solution
Hi, I'm trying to insert some images in a Solution, but I think I've found a bug: SupportCenter Plus allows me to include only one image at time. After I insert a image and click again in the Insert/Modify Image button, nothing happens. Then, I have to save the Solution, edit again and insert the other image. Can I made myself clear? Thanks, Marcelo Romera
Translation
Hi, More two suggestions to translate from English to Brazilian Portuguese: In the Request page, the Set button was translated to Conjunto. The correct name is Aplicar. The Street, in the Customer was translated to Rua. The correct name is Logradouro. Thanks, Marcelo Romera
Additional Field Size
Hello again, I have a new idea to make the experience better with the SupportCenter Plus: Maybe you can put an option to change the size of the box setuped in the Additional Fields. When we put or change the information in the field, the size is so small and we have to copy and paste the information in a notepad, make the changes and copy back to the system. If we have an option to change the size of the box, it will help a lot. Thanks, Marcelo Romera
Is it possible to add few additional fields in the request area and be able to have a database relation between them?
I would like to know if I add few additional fields in the request area, can I then create a relations between them thru the existing database? If so, could you please help.
status and logs about it...
In our company we have around 40 different status and each time a support works on a case, it may go thru few of them on each request. Is it possible to get a report on how long each support rep spends on each request according to the each status? In other words, if a support rep opens a request and then 2 hours later it will change it's status to in test phase, and 3 hours later it will change to delivery. Now can I get a report that shows that this support rep worked on this case and it was open
Code visible in request
Hello, Some requests (submitted by e-mail), containing lists of bullets or dashes, show code like: <!--[endif]--> <!--[if !supportLists]-->· <!--[endif]--> This happens only in IE, not in FireFox. Any ideas?
Search Solution
Hi, I found a bug when I try to search a solution in the Resolution page: after I type something and click on Search button, the results appears in the filter bellow the search, but when I click in a subject, nothing happens and I can't see this solution. I only can select and copy to resolution, but without know what's write. Can you please check this? Thanks, Marcelo Romera
Reporting on historic data
Hi Support, Is it possible to historically report on the number of requests which were pending at a given point in time? I have to produce a Management report which tracks use of our system over the last 12 months and wanted to show the pending requests figure. Whilst I can produce this as a current figure, I'm not able to do so historically from what I can see. Thanks in advance, Andy
Allow an associate contact with several different accounts or subaccounts.
Allow an associate contact with several different accounts or sub-accounts. (example: michael@acme.com account in the Acme Corporation and MBI Corporation) Currently associate a contact is allowed only one account or sub-account.
Want to know how to create notification rule <send email to technician ONLY request is created via email>
Hi, Is there any way we can create notification rule to send notification ONLY when user send email requests? Maybe I haven't checked all the settings, but looks like notification is sent when NEW request is created. I want to be able to receive notification when we get request from Email only. Please let me know how to create custom notification rule. Thank you in advance, Nancy
Is it possible to export template into CSV or other forms?
Hi, we have another branch using service center plus as well. They want to use our template and import into their service center plus. Is there a way to export template? If exporting is possible, how can we import template to service center plus? Thank you, nancy
global view by accounts...
Due to the facts that our company has a lot of different status, when I look at the global view by accounts, I only can see open, on hold and overdue counts. What about my other status which needs to be there? Is it possible to at least know the total counts in there? At this time, that report is not right because I can not see all the status. Can you help?
Notes disappear by merging requests
Hello, One my collegues has reported me that when several requests are merged that the notes simply disappear. Is there any way to get them back, or could you please edit the code so the notes from all the individual requests are still visible at the merged request? Kind regards, Jarry ps: Looking forward to the new release
calender in support center plus
I have a question in regard to your calender, is it possible to have arabic calender replaced the original calender?
Duplicating Solutions
All, Has anyone found a way to create a duplicate(copy) of an existing Solution to another Topic? We have many Solutions that go across multiple Topics. Currently we have to create a new Solution each time we want to add it to another Topic. There has to be an easier way that I am missing. Thanks in advance, Ken
Data base access
Hi, Our company has a process that needs to open and close requests automatically, but we can't do something like that without an integration with the SupportCenter Plus data base. My question is: Can I develop an integration in my application to auto update the entries in the SC+ DB in order to open/close requests? If yes, can you help us with the tables that we need to update? Thank you! Marcelo Romera
Re: Database Schema
Hello, Where could we get the database schema (structure specifications) for the SupportCenter mySQL database? We are trying to produce reports with third party software but we will need to know some information about the database structure to do it. Can you shed a light on this, thanks!
Newbie
Still newbie to SupportCenter Plus. Just wondering whether you can display "Time Entry" when you first create new request. seems like you first need to create new request , save and then you can add "Time Entry"... Is this default setting?
Newbie
hi Still newbie to supportcenter plus. Wondering whether you can display "Time Entry" when you first create new request. It seems like you need to create new request and then you can add time entry by cliecking "add time entry" button. Thanks in advance, newbie nancy
Solutions images replaced
There is a bug in the solutions with images being replaces. If I create a solution and upload a image called for example image1.jpg then create a new solution and upload a new image called image1.jpg the old image gets replaced and the first solution becomes useless. Is this a known bug and a fix on the way or does this issue need to be processed as a new bug that takes months to be fixed? Best regards, Valdi Hafdal
Possible to send NEW email FROM Service Center Plus?
I know end-users can send email to Service Center Plus and ticket will be created. Just wondering whether IT Support can send NEW email (e.g. welcome email for new user, warning email,etc) from Service Center Plus. Is there function like that? thank you, Nancy
email and attachments...
Can my customer send me an email in regard to a specific request id and it will be added as an attachment in that open request? In other words, if a customer has an open request and at a latter time wants to add more info as an attachment, can customer/contact send an email to add an attachment to a request?
Query Editor Help / Example Needed
Hi Once a call is created on SupportCentre Plus, any work on the call whether it be engineer notes, dial-in details, etc gets placed in the 'Time Entry' section. Even if an email conversation is taking place, the fact that an email has been sent/received is also noted here (after all, some emails can take 10+ mins to compile so it is important to log). I wish to be able to get a report on any call which hasn't had a new 'Time Entry' for 'X' amount of time (completely arbitratry - I'd create one
Reports date issue
Hi Guys, When creating reports, the date in report displayed in USA format. How to change it back to UK? Thanks, Efem
When @ is in the link line
Hi there, When we have a ex. download link with @ in the adr. line the system automaticly thinks its an e-mail. Why does it do that? It should open the file instead, and if i want an e-mail opend then my link adr. should start with mailto: ftp://ec:ec@ftp.edge-team is a part of the line and you can see the @
Due by time - where to change
Hey all, when a client raises a request without having any sla in place I get emails saying due by time. Where on earth do I change the timings for this as it seems to only give me 2 hours at the moment and when its eval its a 24 hour response. Thanks in advance
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