new email income jobs come closed
Hi, I'm using support center 7 trial, I've been using it for 2 weeks and all is fine, but now when new emails come in from clients, it creates a job with status CLOSED, so not coming up in the request. This happens only for request created by email, if created manualy all works fine. I can't find in the admin setting anything to do with this. Any idea? Thanks
exception: parent.editor is undefined
Hello, when adding a new request I get the following error msg: "exception: parent.editor is undefined". I looked for this msg, but only found an answer for the errormsg: "exception: TypeError:parent.editor has no properties." which unfortunately did not solve my issue. This only happens when trying to open a new request with a restricted user. Does anyone have a solution for that? Every help is much appreciated! Thanks, Christoph
Notify in Contracts
When I set up a Contract, I set up to be notified 30 days before they expire. This is not working. What needs to be done to make it work again? Thanks.
New Forum Default Portal on Logon
Hi Support, On the new forum when i login in the My Area>Preferences section there is a default portal option but it just shows ManageEngine. I would like my default changes to SupportCenter as I'm not interested in other forums can you take a look at at this please? Cheers Rich
Watched Topics in new forum lost
All the posts that I have been watching since 2006 I still have listed if I have replied to them but have nothing in Watched Topics. Do I have to open all of my previously posted items and choose to watch them or am i missing something? Cheers Rich
Account default property values
Hi Support, Is there any way to default a value based on a particular account when a request is raised? For example, if we supported three versions of Microsoft Word (XP, 2003 and 2007) at any given time and our clients had different versions installed, we would want to be able to monitor which problem occurred on which client. The version of Word they have installed will not change as they're raising requests, but presently we will have to set it against each client for every new request which
New Version
Support Center Plus Techs, Do we have an update on when the next major release is scheduled for? Last time I heard it was mid-April/May. Everything still on track? Just doing some planning ahead regarding our servers for the next two months. Thanks! -- Brandon
New income jobs from email come closed
Hi, I'm using support center 7 trial, I've been using it for 2 weeks and all is fine, but now when new emails come in from clients, it creates a job with status CLOSED, so not coming up in the request. This happens only for request created by email, if created manualy all works fine. I can't find in the admin setting anything to do with this. Any ideas? Thanks
Allow Custom 'Additional' Fields to be Selectively Hidden from Customers
Please add a mechanism by which an administrator can selectively hide custom additional fields from being displayed in forms and reports accessible to client users (logons with the SDGuest role). Currently SupportCenter Plus allows an administrator to limit what fields are displayed to clients when clients are creating a new request via the web portal. However, for an existing request a client using the self-service web portal can see all fields associated with that request and contact linked to
Expired Contract picked up (in 7016)
Hi, I have just upgraded to 7016. I am not planning on using the "Contract linked to Product" feature yet. There is an account which has 2 contracts, one expired on 31 December 08 (with no product attached), and one which is current (no product attached either). If a request is raised (and a product selected as they need to do), the contract which is attached to the request is the old, expired contract! This should not be the case. Has anyone else noticed, and can offer any advise? Thanks.
Test Forum
Please Ignore
Send Notification Failed
Hi, I hope someone can help me? I am having problems sending emails from SC+, the error is "Send notification Failed". The error in the logs is: Caused by: javax.mail.SendFailedException: Sending failed; nested exception is: class javax.mail.AuthenticationFailedException I have tried 2 different SMTP servers, both of which I have tested and confirmed working in Outlook, 1 required SMTP Auth, the other doesn't but neither work. I have performed a packet capture during the process to see the SMTP server
Problem with restore of db
I tried to move my db from one server to another. During this I was not able to fully restore the db. I have attached the error message. Any suggestions on how to fix this? I am running 7016. Thanks
Status of Version 7.5
Are we still on track for the 7.5 release later this month, mid next month? Really looking forward to seeing some of the modifications and changes coming to the new system. Thanks!
issue with the out Office e-mail
Good afternoon team, I have a problem on our SupportCenter Plus. If the contact is away, and he put an acknowledgement mail �out office". When our technician send him a e-mail with Supportcenter for example: " when the request is closed" a new one request is create into SupportCenter. How can i do for fix this issue? Thank you in advance for your answer Ludoconcorde
ADmanager plus Reports
Hi, can i create new report to know who is connected in all computers up in my LAN? Thanks
CSV Import enable/disble login
We previously worked an issue with you guys where we needed to sync our other application to yours for support. The problem is that there is no way to enable or disable the login from the CSV. The reason for this need is that if the support subscription expires, we want to disable access to SC (or re-enable when brought back up to date, etc). We were told that this would be in the next release due the obvious value and simple solution. We were provided an SQL query hack, but this is hardly an ideal
Working Hours Notification
I'm currently using an evaluation copy of SupportCentre Plus, testing out its various features and capabilities. there is one feature that i cannot find yet, which is sending a response mail indicating that our offices are closed at the moment when a request is made through the customer (by email or form) off working hours. is this feature available? if yes where do i find it? thanks
submit a query through web-based (self service portal)
Hello Team, I would like not allow to our customer to submit a query through web-for (self service portal). What do I have to change into the setting? Thank you Best regards
submit a query through web-based (self service portal)
Hello Team, Someone could tell me, how to forbidden our customer to submit a query trough web-based? What do I have to change into setting? Thanks Best Regards
Update notifications are too frequent
Whenever we receive a request, our workflow requires that we update it by reviewing the request, assigning it to a Support Rep, set the Priority, Level, and Category (and other items), Product etc. The problem is, that for EACH of these changes, an update email is sent. Would it be possible to have the SUM of these changes sent to customers after a set period of time, or via an 'Update' or 'Save' command? We don't want to look like we're spamming our customers. Thanks, Matte
Ability to record a products serial number and search on it.
Hi there. We have customer contracts, and they relate to a product, and its serial number. I cannot work out how to record a serial number, against a contract, withouth haveign to create an individual product, for every serial number, and even if I do that, I cant easilly search for it. When we take a call, we often need to accertain, does the customer have a product (via serial no) that has a current contract. Does anyone have any ideas. Gav.
Out office reply
Good afternoon team, I have a problem on our SupportCenter Plus. If the contact is away, and he put an acknowledgement mail �out office". When our technician send him a e-mail with Supportcenter for example: " when the request is closed" a new one request is create into SupportCenter. How can I do for fix this issue? Thank you in advance for your answer Ludoconcorde
Cannot start as a service after upgrade to HF16
Strange, message is cannot start, I launched run.bat because I needed to use sc+
Sending notification failed.
Hi I cant reply to requests from an external domain. My mail setting are correct, I can telnet to the exchange server (2007) and reply to request to internal users. Error below Sending notification failed.
New ideas customer portal
Hello, We are beginning to use the customer portal and we get some questions. For instance if it would be possible to assign some kind of account administrator. That would be an employee of an account which would be able to change settings for requests (for instance closing). Also whether it would be possible to assign some reports to customers so they could see some information based on their account requests.
Application to set all notes from private to public
Hello, I made an application that change notes from "private" to "public" in automatic. (With SQL query at time interval, UPDATE notes SET ispublic=1 where ispublic=0) No viruses, trojan or over. NB : Use it at your own risk.
HotFix 7014 Released !
Dear Customers, Hotfix 7014 has been released. Important Instruction for the users in SupportCenter Plus Build No. 7013 For Windows Users Before upgrading to the latest service pack, replace the BackUpData.bat file under [SupportCenter home ]\bin directory Step 1 : Download the attached backupdata.bat.txt Step 2 : Rename the file to backupdata.bat Step 3 : Replace the new backupdata.bat file under [SupportCenter home ]\bin directory For Linux Users Before upgrading to the latest service pack, replace
Hotfix 7016 released...!!!
Dear Customers, Hot Fix 7016 is released. The issue regarding the request and solution link in 7015 is fixed in this build Please download the Hot Fix patch from the following link 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, Vinu SupportCenter Plus
Contact Entry Error
A contact was entered against an incorrect account, when we tried to change its account get the following error. Another contact with same email Id exist Have also tried deleting the contact and re-entering , but still get the same error. Thanks
Solutions not showing
Hello, We try to show some solutions in the customer portal. I checked "Publish this solution in Self-Service Portal also" but when I login as a customer the solution is not available. What could be the problem here? ps: I think it might be smart to make account only see solutions from within certain topics (so you can publish certain solutions only to certain customers)
We need hotfix for 7015!
Where can we get the hotfix? We use the system in a production environment and cannot do anything now. Please provide the hotfix soon and please test updates prior to releasing them because things like this may NEVER occur!
Hot Fix 7015 Released
Dear Customers, Hot Fix 7015 is released. Please download the Hot Fix patch from the following link http://manageengine.adventnet.com/products/support-center/service-packs.html Please find the issues fixed and futures added in this Hot Fix http://www.manageengine.com/products/support-center/sp-readme-7.html Here is the instructions to upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Regards, Arun SupportCenter Plus
Customer Portal Link
We are still working to nail down our Support Center configuration and there is one thing we cannot seem to figure out. How do we go about setting the link for the customer portal? I believe it is "$RequestLink"? Currently, the link being provided to customers is "prodsvr1:8080/sd/Request.sd." PRODSVR1 is the server name. so I guess my question is where in the configuration can we specify the link being sent to the customer? Thanks, -Margie
Problem on Upgrade SupportCenter 7008 to 7014
Hi, I have supportcenter 7008 instaled in a gentoo server without X11. I use the UpgradeManager.sh with the -c option. When I try to apply the new patch (7014), after a few minutes, I receive this error: Going to update = com.adventnet.db.persistence.metadata.DataDictionary@103f309 ************************************************************************************** Mar 26, 2009 12:12:50 PM com.adventnet.updatemgr.conf.ConfFilesUpdator install INFO: Problem during installation of patch com.adventnet.db.persistence.metadata.MetaDataException:
Switch in backup script to backup without attachments?
Hi Support, I notice when I run BackupData.bat it shows "Backing up full data including file attachments" This seems to give me the impression that there is a switch i can use to backup without attachments. I would like to do this as the majority of the backup is file attachments. I have some software I can use to copy changed or new file attachments to a secure location rather than having the same files taking up space in my SC backup every time. This would be incredibly useful, and I think it would
Installation from command line?
Hello, We would like to install Support Center on one of the servers we colocate at the datacenter and we were wondering whether a command line installer is available. We only have SSH access to these servers (no X Windows). Also, is it possible to have Support Center installed on FreeBSD? Please advise - thank you.
forward a ticket
hello When I forward a ticket to anyone else, is it possible to get tractability into de �conversion view� or somewhere else? Thank you team
Support Center Plus License
We installed SupportCenter a couple of weeks ago and are just beginning to test it. The license is about to expire, however. We have the free version (I thought). What will happen once the license expires in a few days? Will we lose functionality? Should we do an uninstall and reinstall? Just don't want anything to break before we get an opportunity to play with it a bit. Thanks, all! -Margie
Report for Notes Added/Rep Activity
Hi All, I think the answer to this will be no but is there a way to determine support rep activity in SC+ (V 7.0.0)? Activity can be monitored primarily by cleared calls but a support member could do a lot of work on several calls in a day and only clear one of them. Can it report e.g. on Notes added, etc. I suppose emails generated from activity could be one way of monitoring it. Any thoughts??? Regards Steve
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