Job update requests
Hi, I've been fumbling around with business rules trying to find a way of having an email sent to the assigned rep for any job that had not had any notes or actions against it in a period of time. The problem is that the reps aren't going into the helpdesk and updating or closing jobs. I need a mechanism to annoy them into doing so, and if they don't I want to know about it. They spend most of their time out on site but they do get email delivered to their phone. Svend.
Not changing date when Update Request
When we are updating the request in Customer Service Portal the "last updated on" column is not changing to updated date. When the client added response then it is changing
Print Outs
We use worksheets that are printed out when the engineer goes to site. We use this method to have the client sign to confirm the work was completed correctly. We would like a formatted printout which contains the details of the client and the request. The reports do not allow you to create a report with full client and request details. Why is this and can you overcome the problem via SQL queries or through a link in Microsoft Word?
Email Notifications and attachments to requests.
Hi I currently have notification configured to send mail to the contact, however due to the way we use SupportCenter, it would be really useful for the message to go to more than one addressee (at least the originator) as well. Furthermore, I often need to save a file as part of the resolution and also send the contact a file as part of the request closure, but am unable to attach files to either the resolution pane or the notification email. Please consider adding the following functionality to
help me out its urgent
when ever i try to run any of my reports it give me thie error FAILURE :Unable to execute report : I/O error writing PNG file! help me out
Business Rules: rule processing ends after first hit.
My rule processing appears to stop after the first match. It does not continue processing the rules. I have four rules to assign jobs based on email domain, I then have three rules to set SLA based on email domain. However it will assing the job but not set the SLA, or vice-versa depending on the order I have the rules in. How do I get it to go on to the next rule and process that as well? Svend.
I need help
Good Morning teams I am doing some test on SupportCenter and i have a problem with the self-service account. When I try to create a ticket on the contact'self-service's account , the request is not register. On the other hand when I create a ticket by e-mail the request is register into the system. it's ok Probably I have to change something into system�s configuration... Someone could help me Thanks� in advance Ludoconcorde
submit a query through web-based (self service portal)
hi team, I have a problem with then queries submit with the web-based into the self-service portal. At this present time our customer can submit a query only by e-mail. the self service portal doesn't work. Should I change something in the system's configuration?? Thank's in advance for your help ludo
Surveys In SC+
Gents is there anyway to see how many surveys we have open currently? The status of each etc? I am trying to get an idea of how many surveys we send vs replies, and to see if we have a customer group not responding or if they are not replying becasue they don't understand what is being asked? David
Compliments instead of complaining
I would like to give my compliments for once instead of complaining each time what is wrong. We use supportcenter for 1,5 months now and more and more getting the hang of it. The system saves us a lot of time and is much better then our old system (even with the minor problems/issues we have at the moment). I especially like the reporting functionality becasue that gives very fast and clear an overview over whatever we would like to see. I also think that the support is good. We get clear replies
submit a query through self service portal
these requests can be sent to the supportdesk team in different ways 1) submit your query through web-based new request form, like logging in to the self-service portal and filing a request 2) send an E-mail to the supportdesk team, which will automatically get logged as a service request in SupportCenter Plus. The 2nd point is OK for me. I have juste problem whith the first one. At this present time our costumer can't to add a new request whit them loging... Do you have any solution, probably there
ADD screen shot into the resolution
hi, I would like to know, if it's possible to add a sceen shot or any pictures into the resolution. If we can, how can I do? Thank's in advance
Restart supportcenter
Hello, I was just wondering if more of you guys out there often have problems with supportcenter. I think at least once in each 2 days the system stops (and we get a tomcat error). Then we need to stop and start the service again. Is this just a problem we have or do others also have that issue? Kind regards, Jarry
Availability Status showing all devices down in Central Serv
HI All Im not get the availability status properly in the MSP Central Plus Server. Eventhough all the devices are up and the availability reports showing properly in Probe System at Customer location.But when i generate availabitity report from Central Server ,all devices are showing down. This issue stared from today morning.Communication between the Central Server to Probe is proper and we are getting alerts. Kindly suggest a solution.
Save forwards in Supportcenter?
Hello, Is it possible that forwards from the system also get logged into the system? I mean is it possible to automatically CC or BCC forwards? (Replies get automatically logged, why not forwards?)
Last Updated in Request Details?
Am I just missing it or is there no field in the Request Details to tell when a request was last updated, and that you can only determined last updated by adding that column to a Request Filter/View? This seems odd to me. "Details" should mean just that...DETAILS. When viewing a request there should be a plethora of information about the ticket on this screen.
Problem with changing the request customer info
When a customer have sendt e-mail to the sc+ and admin would like to change Name of contact customer name, add phone, and mobile no,the sc+ gives an info that :contact with that e-mail already exist. To be able to add the contact i have to remove e-mail address When checking for merging the 2 contacts i can only find the one that i put in. Any clue
Business Rule based on GROUP
I can add/save a business rule which the criteria based on the field group and add a action. But when i review the rule, there is no criteria. Any idea?? Thanks for help
Business Rules - Events and Actions
Hi all, is there any time schedule for the availability to create business rules based on the event request updated in detail which field value was changed and to define actions like modify the request automatic and/or send email to requestor etc. Currently we are also not happy about this one: A request need modifycation by a support rep. For each field modification the system create a mail to notify the customer. There is no way to handle to modification as a total process and send a mail notification
Error updating account settings
Hello, If we try to update information for a certain account we get the following error (even under administrator) ============================================================ FAILURE : Error while updating the customer details. Please report the problem to the system administrator, with the Error Code - 1,235,411,448,640. ============================================================ Anyone any idea what could be wrong?
Business rule do not work
Hello, i created Business rules to assign requests to technician or groups based on words in the subject- but they do not work. It worked in older releases, but since update to 7.5 it never worked. I have created the Business rule in the default and also in the site where the requester was defined. I am Using SD 7.5.0 (7004). I see this error in the log: [06:00:39:810]|[02-26-2009]|[com.adventnet.servicedesk.mailutils.MailInterpreter]|[INFO]|[39]|: HeaderName : From, headerValue : user@test.com|
Email notification for request assignment to a group
Hi, I have some problems with the notification rule "Alert group members by Email, when a new request is added to the group". There are no mails sent after activating this rule. The similar rule "Alert Support Rep by Email when a request is assigned" is working fine, but unfortunaetly the first mentioned rule is the most important one for me/us. I have this problem with version 6003 and 6005 also. I have SC+ running on W2K3 with SP2 and MS-SQL2000, JRE 1.6.0_01. THX for help Jens
Alternative Contact Adress for Tickets
Hello, we need a way to set an alternative email adress for single tickets. For example, if a customer wants us to send the email to his private email address. We don't want to change the customers adress in the database. Is there any chance to set an individual email adress for a single ticket?
Support rep access
Is it possible to allow a support rep access to all requests for a specific account only? How would I set this?
CAN'T RESTORE REQUESTS on support center 6007
hello , i 'm using the freeware support center version 6007 I'm trying to backup this server and restore everything on a clean server running only the clean setup of support center. Following the manual's restoring steps, it restores everything but the requests. How can i restore these too? And my second question is if there is any way to restore the backup taken from 6007 version to the latest freeware version. Thanks in advance!
Time resolution based om PRIO or LEVEL
We a req. is comming we give it a prio level. For example prio 9 is low so the end date can be 5 days for a solution. Prio 1 has a time of two hours afther that it has to be escaleted. is this a option in SD?
DueBy Time
Has anyone experienced some unexpected behaviour with the DueBy time being set? I seem to be seeing an issue where the DueBy time is set to an after-hours time (ie. 11pm), even though the SLA (if it exists) says Only Within business hours. Would it be possible clear the Due By time?
Forwarding / Attaching Solutions
Hey Hey, Would it be possible for a direct link to the Solutions Article to be included when both attaching a solution to a request or forwarding directly from the solution? This is an issue, as required files may be attached to the actual Solution, and the customer would be unaware. Additionally, indicating that there are attachments would be appreciated as well.
Select all requests....
Hi I have a problem with some of my users.... They sometimes select all requests instead of only the first request, and the press the delete or merge buttons.... Will it be possible to make a option to remove this "Select all requests" for special users? Or just have a warning dialog, to check when merging or deleting multi request? Thanks. Regards MPJ
help me, Support Center
Im using Support Center but i dont can sent email. My email is gmail. How do i get mail from Gmai server to Support Center. Please help me. Thanks
How to trackReponse Time?
Hey Hey, Is there a method to report on original response time of a logged request? I believe currently the Responded Time only indicates the *last* response. We would like the ability to determine Response Time (initial) for our SLAs. Thanks, Matte
Knowledgebase / Solutions 'Subject' Cutoff
Hey Hey, When looking at the Solutions top-level (SolutionsHome.do), the 'Subject' field seems to be cutoff @ about 24 / 25 characters. This is *really* annoying for us. Could this be enlarged to allow more?
Don't get CategoryTree
Any idea why we get this message when we try to open the category tree? Version 7.0.0 Build 7014
View future scheduled requests
Is there a way to have scheduled requests show in the open and pending main screens or maybe in a report? Thanks Dave
Do not send receive reply to certain contacts
Hello, Is is possible to stop sending receive mails to certain contacts? We have some mails we receive from ghost addresses (self made up addresses which do not exists). If these send mails the system replies. Then the server replies on that with the message that the account does not exist. These messages are also converted into new request. (And some customers complain that they get a lot of email from our system :D).
Vote for features page down...??
Vote for features page down...?? http://roadmap.manageengine.com/index.php?category=SupportCenterPlus 404 Thanks! Rich
Message when closed request gets a reply (and reopened)
Hello, When we close a request we assign it to a supportrep called "Issue closed". This supportrep ofcourse does not exist. Now when the contact replies for some reason the issue gets reopened. The only way to notice this is by looking at the global view and then the opened requests. Is there a way to send a message to certain people when a closed request gets an answer? Kind regards, Jarry
Customers allowed to reopen cases!? Why?
I really do not understand why this functionality has been enabled so maybe someone else can shed some light. If one of our customer support rep closes a request, and the requester doesn't agree, they can simply hit reply, reopening the case, and begin a dialog as to why they do not agree with the resolution. This also throws off reporting. So why give a customer this much control? At most, they should only be able to request that a ticket be reopened. Our customer service reps are getting tired
Automatically merge issues?
Hello, We also keep track of backup jobs with the supportcenter system. Each day we receive mails about whether the job succeeded or not. Now the completed get automatically closed with business rules. Now certain accounts give multiple mails about the backup jobs because multiple jobs exists. Is it possible (to keep the number of "requests" low for the contacts) that requests get merged automatically by the system? So for instance I want to merge all the job logs for a certain account if they are
Reports on Solutions
Hey Hey, Could we have some canned-reports added against the Solutions section of the application? It would be handy to report on who has created solutions, which are pending, traffic/views against specific solutions, who viewed them, etc. Thanks, Matte
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