msp probe
i have installed msp probe on a windows xp machine. the problem is the service keeps failing. No error is shown and i can login successfully but after the service stops.
sla question for same criteria and different values
Sla question, I want to know how to match our contract into this system. Our sla is set in this way, if a call comes in with priority high then it should take 30 min to resolve, and if it is medium then it should be resolved in 1 hour. Now how can I put this in support center? This is the page that I tried to do this but it only has action for one of the criteria. What I like to know is, Can I set the criteria to high and match that to a resolutioin time and then how can I set another criteria
Add Sub Account
This function is not working, error message appears as follows: FAILURE : Error while adding the customer details. Please report the problem to the system administrator, with the Error Code - 1,243,853,633,560. This is now urgent. Many thanks
Print "All Replies" Customers and Representative Support Team members
Hi, Why the option of printing of Requests Support allows only printing the communication between the representative support and customer. How do I print all other communications from members of the team support. Thanks Carl
Import Tickets
Is it possible to import/export tickets from the web UI?
Web Portal Links - Email
Is it possible to add an email as a link? I notice it pends http:// in front of what ever you put there.
SC+ 7016 - Embedded images in requests not showing
Support, I'm currently testing the 7016 upgrade and I've found that embedded images within requests aren't showing. After a bit of investigation it turns out that the path being supplied to Tomcat is https://<MACHINE>/inlineimages/WorkOrder/<ID>/<IMAGE>. Whilst Windows is able to find this file, Tomcat isn't because the folder it maps to is <DRIVE>:\<SC+ INSTALLATION FOLDER>/inlineimages/workorder - note that the workorder folder is lowercase. When I change the case of the folder in Windows the embedded
notification about unpicked request in a group
When I set the time and people to be notified in a group when a request left unpicked, no notification will be sent at this time. I also have set the business rule to put those specific requests in that group but still nothing happens. Can you help me what I am doing wrong that this feature does not work. Thanks.
##Ticket Request##
Hi, Is it possible to change notifications subject type to use something else than ##xxxx## to identify requests in email conversations? For instance #*xxxx#*? Thanks.
Important: Customer Portal shows too much information!
Hello, We started giving customers a login account for the customer portal. Now we save information at the accounts about passwords. The problem is now that if the customers open a request and click on the account then they can see all this information. So a lot of customers have administrator passwords now! Please give us a solution for this problem.
Have two annoying bugs in Reporting module been fixed in a post-7012 release?
Hi, We are using SC+ 7012. This release has two really annoying bugs in the reporting module and I would like to know if either of them have been fixed in one of the later releases. The two issues are... Unable to Edit Title in Report Body Once you create a custom report you can not edit the title that appears in the body of the report. You can change the report name shown in the Reporting module's folders but not the actual title shown in the report itself. This is really annoying because it stops
SLA rules, Can I have rule one, two and three instead of criteria one and two or one or two
I have a question in regard to SLA rules. If our contract has 3 rules with the same criteria for example if priority is high answer in 1 hour and if priority is meduim answer it in 2 and etc. How can I set such an action in the sla rules? In other words, for each criteria that I set, I need to have a different resolution time set for it. Can you help me on this. Thanks, Jay
Notifications of Administrator
Hi, How can I customize the notifications of administrator when the service contract has expired? Thanks Myriam fl.
dueby time and notification question
I would like to know if there is a way to get notified when a request is assigned to a support rep and the dueby time has passed and no action has been taken on the request. So far no luck to get a notification from system to be able to notice such a request. Can you please guide me on this. Thanks, John
adding new status and how to see them in the showing pull down menu of requests...
A question in regard to status. If I add few more status, then when I am searching for a request, those new added status will not show up as an option in my showing pull down menu. Is there anything I can do to be able to see those or be able to search or choose them from the showing pull down menu? Thanks a lot.
Hide request from self service portal
Occasionally we raise internal issues which are assigned to a contact/account which we do not wish to expose to the customer self service portal. is this possible? ie. a check box to 'make public' which is by default checked, maybe with some business rules setting to define based on content whether it should be 'public'. if not, could this be considered for a future release? thanks Luke
Client Portal - Solutions on login page
Hi Support. Currently our system (7015) is configured to show the most Popular Solutions on the login page before users log in and access the system. There are two problems which I can currently see: 1) The full name of the solution author is displayed, rather than having it removed or replaced with 'Support' as in all other areas of the system 2) The formatting appears very different to the original solution - carriage returns seem to be removed, meaning that words often appear right next to
Understanding SupportCenter Plus philosophy
Hi, I'm a SupportCenter Plus newbie and I'm trying to figure out how we can use in our environment to replace our current support system simply based on exchanged emails. As far as I understood, when a customer enter a new request he/she it fill in the "Subject" and the "Description" fields (and others, if designed). Then subsequent emails to/from Customer and Support Rep are included in the "Conversation" block. At the end of the request, the Support Rep can fill in the "Resolution" field and close
Ticket created date
Can i give permission to my support rep to edit or change the request ticket created date and how?
how do I create backups?
I can't seem to find a way to backup support center plus the same way we backup our instance of service desk plus. Am I missing something in the menu? thanks, Justin
Restore on linux from windows results in inlineimages not being restored correctly
Hi We're migrating our SupportCenter solution from windows to linux. After a restore of the data on the new platform all inlineimages and attachments are restored as files in the SupportCenter folder named inlineimages\workorder\<number>\<filename> instead of being restored in the correct folder (inlineimages). It seems the restore procedure is unable to 'translate' the windows \ to / in the linux environment. Please advise. regards, Niels Skytte Informi GIS
A mail to a closed request sets the request to open status
When a contact sends a reply mail to an issue that was already closed, support center plus merges that mail with the issue and sets the issue status as 'open'. This causes problems because then the issue will usually end up as being overdue. How can we stop the changing of the status of closed issue to open?
Request assignment notification
Hi Jai, Would it be possible to suppress email notifications saying that a request has been assigned to you when you're the person who assigned it to yourself? I would still expect to see emails when another support rep assigned a request to me, but when I assign it to myself it seems a bit daft to receive an email telling me! I can imagine that some people use this as a means to keep track of what work they have to do, but the ability to switch this off would be great for myself and my users.
Forum credentials - staying logged in
Hi guys, This new forum can be a bit of a pain because every time you come back to the site to review or add a new post you have to sign in, even though you've ticked the "Keep me logged in" box last time you signed in! Is there anything which can be done to get this to work so that myself and everyone else doesn't keep logging things as 'Guest'? It may also help solve the problem that we're never taken directly to the forum we want when we log in. Cheers, Andy
Feature Request for customer notifications for new requests
Hi, I have actually two feature requests regarding notifications for new requests that I believe would improve this software for everybody. Most people will turn off the default notifications for new requests that are received, because of course we don't want to respond to spam and potentially generate spam ourselves with Support Centre. So I have two suggestions which I believe will combat the problem and would love to hear feedback from Adventnet and other customers, as I believe this is great
Sending Ticket Notification To Customers
Can you please advise, how we ensure the ticket notification is sent to customers, along with any details when we close the call. The system is working internally as the support reps get e-mail notification when a call is raised, but the customer never sees the mail. The customers all have e-mail addresses assigned to them, and our mail set-up looks to be ok (as it is routing internally) we are running MS Exchange 2007 SP1 for e-mail.
contact's request after search for a specific contact won't show any of requests
A question in regard to searching for a contact. After the search result appear, under contact- view contacts the contact's request tab should bring all the contact's request, but it does not show anything, no matter what type of filter on his or her case I put. Could you help me on this. Thanks
How to be able to see solutions in my customer portal
Even though I have published the solutions, my customer can not see any of them through portal. Can any one help me on what I am doing wrong. Cheers
can a new customer without login access our solution database thru customer portal
can anyone (a new customer without an account) go to my portal solution and search by topics or it has to be a user defined in my system
solution database
I have a question regarding solution database. When I add a solution, support reps can search and find it, but our contacts can not search it, eventhough we have published it. Any comments or help would be appreciated. jay
Unable to connect SupportCenter Plus
I've just installed SupportCenter Plus (free version) on a fresh Windows XP but it works properly only from locahost. I cannot connect from another PC. Do I need something else, e.g. Microsoft IIS? What WEB server does SupportCenter Plus uses and how can I check it is working properly?
Import Tickets.
Hello, Can I Export only the information(Requests, Users, Contacts) to a fresh installation of SC+ (7008 to 7016)?
Reporting on requests which are outside of SLA
Hi Support / fellow users, I've been asked by my board to provide a report to each of our clients detailing requests which have fallen outside of the agreed SLA period. Firstly, I can't see a simply way to identify such requests from within a Report, other than re-creating my SLA rules one-by-one within a Report. Is this correct or could I produce a simple report to show which requests were currently outside of SLA? Secondly, assuming I am able to report on this, is there a way to automatically
Change the path and port
Hi, I would like to move my supportcenter to another path. I need to set something? And i would like to change the web port. How can I do this? Thanks
Merged request updates
Hi Support, I just wanted to double-check whether a problem which I believe has been raised before has been addressed in a future release. When we have two similar requests come in from a contact we often merge them into one request. For example, ID's 1000 and 2000. Our system is configured to generate request ID's for new requests and automatically responds to the contact who raises it. This is required so that the contact has details of the request they raised. If we deem the two requests
Change database name
Hi, I would like to change te database name (supportcenter) on mysql server. It's posible? Thanks
Change database name
Hi I need some help. How Can I change the database name on mysql server? Thanks
Some questions about SupportCenter 7016 windows
Dear Sirs, We are glad to say that our company is planning to purchase SupportCenter. While testing demo(version 7016 for windows) we have identified several bugs in functional and localization areas. In eradication purposes we list them hereafter. 1. 1. If requests “Due date” is earlier than “Completed Date” then request doesn’t get “Overdue” status. That’s why we can’t frame overdue demand report. 2. 2. “Guest” user can’t receive actually spent time for problem solving data. Guest may
AD Import Broken in 7014?
Hey guys, Just wondering if anyone has experienced any problems regarding AD integration with SCP? Since the 7014 update, we get the following error when trying to connect to our domain controller for AD import: Exception occured while enumerating Oraganizational Units. I know this worked fine in previous versions, just wondering if I might be missing something or anyone else has noticed similar issues. Thanks! -- Brandon
Automatic closure of cases
Is there a way to automatically close a case after it has been idle for X number of days? We would like to have cases closed after two weeks if we have responded to a customer with a resolution and not received a reply or any communication. This would generate a closure notification that tells the customer their case has been closed either because it was solved or because it has been idle for too long. Possible? If not, can you look at this for the next build? It should be realtively easy to
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