Where has February gone?
We have recently installed hotfix 7016 which finally fixed most of our reporting issues. However it seems now that the popup calendar used for selecting custom dates seems to have forgotten that February exists? We are able to select any other month, February is simply missing? This is the same in IE and Firefox.
Please Help | Restore Data
Database not started. Starting......... 2009/06/30 10:02:04 com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33356] java.lang.Exception: backup-info.xml not found : C:\AdventNet\ME\SupportCenter\b in\..\backup_info.xml at com.adventnet.servicedesk.tools.RestoreSDBackup.getBuildInfo(RestoreS DBackup.java:613) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto reSDBackup.java:127) at com.adventnet.servicedesk.tools.RestoreSDBackup.main(RestoreSDBackup.
Export Products Data in csv format
Hello, i'm running Build Number : 7014 I see that is possible import products from csv, but is possible to export all my products data in SupportCenter to csv file? Regards. Francesco
Request for subaccount
Hi ! We make massive use of subacconts. BUT ! We miss the possibility to make a request directly on the subaccount. In the dialog - new request - we cant choose the subaccount - but only the parent. This means that we need to change to subaccount afterwards, by editing the request. Is this an error, or just a missing / forgotten feature ? Kind regards Carsten Thessen
business rule and notification under a group for unpicked request....
A question in regard to setting a business rule so it will place specific requests in a group and then under the group notification for unpicked request, set that for example for 5 min. The problem is that a request will come under that group and will sit in the queue under that group for more than five min and no notification will be send to those support rep mentioned under the group. Please help me on this. Thanks, Jay
Questions
Hello I have a few questions: 1. How does the “close with notification” work? Is there a template for the notification 2. Advisory – what would this be used for? Is it only on the account? What else does it connect to? Thanks!
User Rights management in Support Desk plus
I am somewhat confused by the way userrights are assigned in SD+. As far as i understand there are 4 types of users: Contacts, Admins, AccountManagers and SupportReps. Contacts can access the selfsupport portal to make requests and view public solutions. Their rights are assigned by the predefined SDGuest role?? and as such cannot be changed?? Nor can a user defined role be added to them ?? AccountManagers can view requests assigned to them and their rights cannot be modified in any way and are not
request attachments in a report....
Is it possible to see the attachements in a report? In other words, can I run a report that includes the attachments in a request? Thanks, Mike
how to track what support reps have logged in - if ever
in an effort to conduct some housekeeping, we would like to determine how many of our support reps are actually logging in and how often. These reps are administrative and don't work on tickets - they say they like to log in and look around. We would like to recoup a few lics for the reps that are not or have not often, logged into the system. Are there any reports that I could run that would give me that log-in info?
Dueby not working - evaluation please help
Hi all, We are currently evaluating Support Centre Plus, and we have an issue where by the DueBy tickets are not working. I have setup the following, which i believe satisfies the Dueby criteria and SLA's. I have created a customer, which has a contract. I have created an extreme SLA which is attached to the contact, assigned to the customer. The Extreme SLA is at the top of the SLA order list. The SLA for Extreme (For testing purposes) says if the ticket is marked as extreme, after 10
Translations
Here is some suggestions to translate from English to Brazilian Portuguese: Merge (in Request page) - Mesclar (we have Intercalar today and it means to change between a request and another one.) Number of Hits (in Solutions page) - Exibições or Visualizações (we have Modos de exibições today and it means exhibition types) Account Manager (inside the customer and in the Admin page) - Gerente de contas (we have Gerenciador de contas today. It's not exactly wrong, but Gerente de contas is the right
POP3S aka POP3 with SSL
I need to setup SSL when sending/receiving emails from our Exchange Server but I cannot find this option in SC+. I only find POP3/IMAP and SMTP. How to set up SSL? Thanks
contact added by mistake, how to modify it after a request has been added
If a support rep added a new contact by mistake, while adding a new request. Now how can that contact be modified to the correct one? Does this will affect the request that has been opened and worked on? Thank you for your help in this matter. Mike
Does SupportCenter Plus support connection to Exchange 2007?
Does SupportCenter Plus support connection to Exchange 2007 trough MAPI or IMAP4? Today is middle of 2009 year. Thanks
Expected Release Date of V7.5
Hello Everybody, Currently, SupportCenter Plus V 7.5 is in final Validation Phase. And it is expected to be released by 15 of July 2009. Jai SupportCenter Plus
Time spend per day by support rep
I would like to find out if there is a way to find out how much time each support rep spends per day on each request? Can you help? Thanks in advance. Mike
adding attachments on each request after it has been opened....
I would like to know if I want to attach a file into a request after I opened a new request, how can I do this option? If I attach the file when I opening it, it is okay, but what if in a later time I need to attach a file into a request? Can you help me on this issue. Thanks, Mike
How to change default Status for new requests?
How to change default Status for new requests? We need to localize statuses, but status "New" cannot be renamed. Best regards, Seva.
Support Rep usage rights
I have a support rep whose access I've restricted to Requests - View all. i.e. They can view all the requests in the system but do nothing to them. The problem is that when the support rep has tried adding a custom view filter via the Request tab it's not working: They have the option to add a custom view They don't have option to "Make this as a custom view" They can select any of the columns under the "Advanced Filtering" section They can't select a criteria or choose anything to filter
Completed date
Is there a way to have the support tech fill in the completed date instead of the system using the time stamp of the close Tab Thinking of travel time here
DataBase Restore Problems
Hi There My support centre was installed on a machine with a name "garfield" and port no 8080. I made a backup of the db which indicated was sucessfull. File size is 32mb. I installed support centre onto a new server with a different computer name and port number like above. New name "gemini" new port no: 80 I tried to restore the db and it will not - is any of the above the reason for that? Thanks
database restore error
hi there, when i try and restore my database it gives me the following error:
LOG IN problems
Hi Im using a trial version to test this app and when i log in with any account, the name of the user changes to UNKNOWN. Can anynone help me.
Support Reps unable to create their own tickets?
If a person is a Support Rep, how do they create a ticket for themselves? They do not show up as a contact. In your product Service Desk, you allow escalating the contact to a technician, which allows them to create tickets for themselves. What is your methodology to solve for this? The only thing I can think of is to make them as a contact, however, if the email is the same, the system has a problem with it. Also, if I use a fake email, the conversations dont work. I guess I can make an email alias
Is it possible to localize date and calendar control?
Hello! We have localized ( Russian ) version of SupportCenter Plus ( build 7016 ). Most translation seems to be correct, exept few untranslated/incorrectly translated words, but our customers asks - is it possible to have date in local format or numerical format ( like 03.06.2009), not in English format? Thank you in advance, Best regards, Vsevolod. seva@csoftcom.com
Request Form Additional Fields or Customizer
Is it possible to add existing logic in the system through the "Request Form Customizer"? Meaning, can I add "Sub-Accounts" to the Request Form? or In the "Request - Additional Fields, select things that already exist in the system, like Sub-Accounts?
apply a contact to more than one account?
Is this doable? we have project managers who oversee work on multiple projects and it would be nice if they could be applied to all those accounts.
Cannot view requests
Every time we try to click on the request title to open and edit the request, the page refreshes and the request never opens... any ideas??
Error Restoring Database
Hi Guys, Can someone please help me? When trying to restore my DB I get the following errors... Please see attached and advise as to what the problem me be? Thanks Kirk
Restore Database
Hi There, I made a backup of my database and installed support center onto a new server with a new server name. The new server has a port of 80 and the old server had a port of 8080. My db will not restore | does the above have anything to do with that? Thanks
Services Desk Plus and SQL Server
Hi I have been hearing a rumour from my IT guys (in the process of purchasing Service Desk plus) that Service Desk plus doesnt support Windows authentication against a SQL server. Is this so? As the DBA I am weary allowing this in my data-centre. As a policy I do not allow mix mode auth on any servers in the DC (as you can appreciate the reasons). Is this going to be resolved if it already hasn't? Thanks in advance. Rgds JL
Problem with OverDue Status
Hello guys! We use a SupportCenter Plus 7012 and have a problem. When we are recieving a new request, field "created date" sets up correctly. Then our Support Rep registers this request and set up field "Priority". Based on this field and SLA rules, "Due date" sets up correctly too. When Support Rep closes Request, field "Completed Date" is correctly too. But when we use our custom report with filter "OverDue Status = yes" it shows us a full list of our requests, even if "Completed Date" less then
Contact
user in contact list are unable to show solutions .. please help
Is it possible to localize Date?
We are using SupportCenter Plus Multilingual version. All ( almost all really) user interface is localized, but all Dates and Calendar control are still in English. Is it possible to localize it or switch to numeric format ( like 05.06.2009). Best regards, Vsevolod seva@csoftcom.com
Request won't show up as Over Due!!!
Hello, i have the problem that all my created requests never shown up as Over Due! The escalation configured on the SLA also won't work. In the Demo Portal my Test Request also never marked as Over Due!?! http://demo.supportcenterplus.com/ Language is German, Version 7016. Please help me! Kind Regards
Update notifications to Support rep do not occur when Requestor not included
We use the Public/Private flags on messages when sending to internal staff on a given issue. If sending to internal staff, and they reply to the Portal, the support rep does not receive any notification that the ticket has been updated with a reply. This is a HUGE issue for us.
7012 - Spellcheck looses formatting of response
Could someone please let me know whether the latest version of SC+ still looses formatting (notably spaces) in a response or whether that's been fixed. If it's still a problem, could it be fixed at some point please - preferably not at the expense of delaying the next release further as we can live with it for now. Cheers, Andy
Web Service access to SC+
Hi Support, Is it possible to access SC+ via a web service? Cheers, Andy
Merged requests 'disappear'
Jai, Can I please enquire whether the next release of SC+ is going to contain a fix which means that when requests are merged they don't disappear? Currently, if a request is merged and a support rep follows the link in an automated email, the link link takes them directly to the original request, unmerged, rather than the merged request it is now a part of. This causes two problems: 1) This stand-alone view of the request should not be visible 2) The request details do not match the details
Hiding the 'Due by Date'
Does anyone know if there anyway of hiding the 'Due by Date' from the customer when they view their requests in the customer portal? Thanks
Next Page