Responded Date not populated when Request Closed
Hey Hey, We've noticed that the 'Responded Date' is left as 0 if a Request is closed, without performing a manual 'reply'. This is unfortunate for us, as often we use Solutions to close routine-type requests. For our purposes, the 'Close' Request action is identical to a 'Final' Response. Would it be possible to have the 'Responded Date' populate with the 'Request Closed' date/time?
CUSTOMER WEB PORTAL RE-DIRECT
How do the outside world log there own faults (access the following) option 1 - ://helpdesk domain co uk/sd/SolutionsHome.sd instead of typing option 2 - ://helpdesk domain co uk (witch is much simpler) the 1st is obviously the customer portal, the 2nd is the internal or public name. is there any way of having the 1st option accessable as the main page / point of contact. (published to the outside world) through the firewalls and having a dns forward name etc so they dont have to type the "/sd/SolutionsHome.sd"
Auto reply (notification) not send to certain contacts
Hello, We just upgraded to 7014, but we still have this problem. If we try and email to our supportcenter emailadres internally we get an auto reply that the mail has been received and an issue has been created. But when we mail from outside our network het issue is created but no notification for this is received by the contact. If we look at the system it is not even send. Any ideas what could be wrong here? Kind regards
Support Center Plus " Not yet responded" issues
I am currently performing an evaluation of this software, and I'm having trouble with Support Center Plus with respect to closing out requests. No matter what I seem to do, I always get the message "Not yet responded" adjacent to "Responded Date" on the request screen. In order to for my company to use this program, I have to be able to generate "clearing time" reports on my requests. I have SLA's which require my staff to meet the initial response times for these requests. I have added new status'
Close without notification sends survey ??
Hi When closing a request without notification, the sc+ sends survey to customer. Why? Is it anything i do wrong? Paul
Admin Tech
Ok I am running the free edition with one tech. I want my "one technician" to be an AD user and not the local admin. However i have no way of creating a new Technician (due to it being the free 1 tech version) to even temporarly log in to delete the local admin tech. How do i get around this one?
Restore problem with 7014
Hi i am having a problem restoring my backup file on 7014 it keeps saying requestscheme is http and does restore the data i have attached the command window where the problem is displayed Thanks Russell
"Project Management" in SC
Hi all, Does anyone have an idear how to make a kind of Project Management in SC plus? I need to be able to setup some projects that i can assign to sup. rep. and be able to follow the progress. Customers must/can not have access to these projects.
Customers'user guide
Hi, I am working on SupportCenter's implementation. Do you have SupportCenter�s user guide for ours customers? Thanks in advance Best regards
Solutions not visible when logged into Self Service Portal
When you go to the login screen for /sd/SolutionsHome.sd you can see solutions being listed. But when i log in as a customer into the self service portal, it does not show any solutions when I click on the solutions tab. Also, when a new announcement has been created, also when logged into the self service portal, you need to click on show all before the announcement will actually show in the window. Please help with this. Thanks, Gian
Different messages to customers when adding a request
Hi I have created different templates for adding different request. A support request have a std feedback to customer. An hardware installation orded from our backoffice need to have different autofeedback. Is it possible? Paul
Customer Portal Options - Need Inputs
Hi All, We are in the midst of some core changes to the customer portal. Basically these changes are the ones mentioned in the roadmap document : * A completely configurable web portal including what should appear on login & what should appear after login * A simple url for the portal like for example http://server_name/portal * Configurable option for contact to close a request * Ability for contacts to search through their requests * Ability for contacts to run already created reports * Ability
Business Rules contact assignment
Hello, Each time a new contact emails to the system it is not assigned to an account. Is it possible to automatically assign them to account by a certain rule? Like the business rules option (great job about that!). That would save us a whole lot of time because now we have to assign them manually each time. So for instance: If newcontact and not assigned_to_account then if email ends with "@domain.com" assign_to_account "Domain" That would be nice. Kind regards, L'Excidio
Due date issue and translation mistake
Hello, At first in the Dutch translation from the software the word "pick-up" is translated into "kopieeren". But that are two different things. Could it be changed into the proper translation "oppakken". The second is that only SD-admins can change issue due dates. We have created a role "Employees". These have the following settings checked: Requests : All Solutions: All except full control Accounts : All Is something with these settings wrong that they cannot change the due date? Kind regards,
POPs/IMAPs
Is there any status update for the planned support for secure email fetching (POPs/IMAPs) mentioned in the roadmap document? We're planning to migrate to SC+ and it would be great to know if we need to think about a workaround fetching mail or if we can wait for SC+ supporting POPs/IMAPs. BR Verena
SupportCenter Plus Started Blogging
Dear All SupportCenter Plus has started blogging and this blog will be a informal interface between the customers and the team... The blog will talk about the product, industry, marketing and the Team news periodically... It will help you in keeping tab with the developments in the product and the team... Official blog url: http://blogs.supportcenterplus.com Meet you there folks... Sylvian SupportCenter Plus
Reply windows size....
Hi After upgrading to 7014 - the windows size for Reply to contact, is to small. The "Send", "Save" etc buttons is hidden, you have to scroll down in order to see and use them. Please make the distance smaller in the form - or the windows bigger. Thanks.
service desk plus does not boot
service desk plus does not boot. the server stopped working after last update try to install 7014, then installed the service desk plus on another server and I connect to a database MS SQL 2000 no longer works. Attached the log. need help to raise the old server or the current. msn: clerio@brasiline.com.br ------------ o service desk plus n�o inicializa. o servidor parou de funcionar ap�s tentar instalar o a ultima atualiza��o 7014, ent�o instalei o service desk plus em outro servidor e fiz conex�o
Merging and splitting requests
Hi Support, On a couple of occassions our support reps have incorrectly merged two requests, usually by merging account A's request into account B's request due to a typo when searching for the correct request to merge. For example, meaning to merge request 1000 with request 988 and actually merging it with request 998. Assuming that both requests had three conversations (1 contact, 1 system and 1 support rep) the merged request 988 would end up with six. Whilst I know it is possible to split a conversation
Issue closing rules
Hello, Is it possible to create rules which are being applied when one clicks the close button for a certain issue? We would for instance when an issue is being closed automatically assign it to a certain supportrep. It would be nice if this feature would be available or some kind of way to automatically do this. Kind regards
Solutions (Internet Explorer/FireFox)
Hello, If we try to add a solution to an issue we get an error stating: Provide a name for the document. We therefore cannot save solutions. If we open the site in FireFox the solutions can be saved. What is the problem here? FireFox gives other problems with certain things, so therefore we have to open it in FireFox each time we have to save a solution. Is there a solution for this problem or could it be solved soon? Kind regards.
https problem after upgrading to 7014
Hi, Today we upgraded our SupportCenterPlus to the new release 7014. Before upgrading we had an h t t p s address , but now we have just a secure port, 443, with h t tp protocol. What happend? How can we fix it? We need to keep unchanged our internet address for our customers. Thanks, alin
Reports for Solutions
Is there a method of creating reports that will show Solution ID, Topic name and solution name? This would be extremely helpful for administrators and users alike Thanks, Greg
Client side browser issue
I am beginning to get reports regarding client's browsers freezing up when attempting to log into the solution. It first started with just a few but now more and more issues are being reported with the site. Evidently, the issue is with IE6. I have not contacted any of our clients directly regarding this yet but I am sure they are experiencing an issue as for I have 20+ complaints. Has anyone else ran into this issue? Is it related to browser settings? Java? Client side firewall or proxy setting?
Error updating to 7014 with MSSQL
Hi. i have SupportCenter Plus running ion a RedHat Linux Server, and the backend Database is a MS SQL Server 2000. When i try to update, the next message appears . ./UpdateManager.sh /home/AdventNet/Apps/SupportCenter Starting to take backup .... Backup operation completed java.sql.SQLException: User does not have permission to perform this operation on database 'supportcenter'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781)
Migrating only configuration settings to a new server
Hello Is there a way to only export the configuration settings for set up on a new server without having to bring over all the logged cases? I know when I import a backup set it brings in everything. Any clarification would be much appreciated. Regards, Gian
Preventing people deleting notes
Hi, Is there a way to prevent people from deleting notes on a ticket? I want to make notes read only. Olly
Can you highlight overdue call sin the "all requests&qu
Can you highlight overdue calls in the "all requests" view? About says it all really. When viewing the list of all requests, although it shows calls that are overdue, it doesn't highlight them. It'd be really useful to have them go orange at say 50% of their age before going overdue, and say red when the overdue time was past.
Issue with backup in 7013
Hello, I recently upgraded from 7012 to 7013 with no problems until I went to run a new backup. Usually my backups are 200MB and growing every day. I backed up on 1/12/09 right before the upgrade and the size was 200+. I ran the backup today and it ended quickly and the backup size is only 1.5MB. It doesn't appear to be backing up all data. What has changed? The log for the backup doesn't show any errors and the backup name says "full backup" but something seems wrong. I've sent the log and batch
Hotfix 7013 is Released..
Hello Everybody, Hotfix 7013 has been released for SupportCenter Plus. It can be downloaded from the link below, http://www.manageengine.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_7_0_0_SP-1_3_0.ppm For more information, Please visit http://manageengine.adventnet.com/products/support-center/service-packs.html For assistance upgrading, Please feel free to call us at +1 925 965 6300 or mail us to supportcenterplus-support@manageengine.com Thanks Jai Anand SupportCenter
Hotfix 7012 Released
Dear Customers, Hotfix 7012 has been released for SupportCenter Plus. For more information, Please visit http://manageengine.adventnet.com/products/support-center/sp-readme-7.html To get Hotfix 7012, Click on the link below http://download.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_7_0_0_SP-1_2_0.ppm For assistance upgrading, Please feel free to call us at +1 925 965 6300 or mail us to support@supportcenterplus.com Regards, Aravind Kumar.S SC+
System security
Hi Support, Would it be possible to add the following administrative features for the customer portal and support reps when SC+ isn't integrated into AD: 1. Force the user to change their password when they next log in 2. Force a level of security in passwords 3. Proxy login - allow an administrator the ability to mimick a contact to see exactly what they see without the contact having to relay their password 4. Set an account lockout figure following n consecutive login failures 5. Password reminder
What kind of MS SQL support SupportCenter?MS SQL2000 or 2005
Hi, all What kind of MS SQL support SupportCenter? MS SQL 2000 or MS SQL 2005? Thanks, Alan
Performance Issue - Need Assistance
We are facing a major performance issue with Support Center (7013). Basically, whenever our support reps click on a tab, like "Requests" or "Contacts" in particular, it takes an excessive (4-6 secs) amount of time to show. It takes the same amount of time when attempting to view a particular requests. We have moved the SQL Server DB to a strong server to make sure it was not slowing down the app. After further investigation, it appears that part of the issue is on the client side. When clicking on
Can't append Duplicated Requests via email
Not sure if this has been reported previously, but here is something I just found in Build 7011. I duplicated a request using Actions/Duplicate Request. I then tried to forward an email into the system with the ticket number of the duplicated request. Everytime it created a new request as if it didn't recognize the new ticket number as being valid. Has anyone else experienced this? Regards, Ken
Solution author is visible to Contacts in Customer Portal
Hi Support, I've been reviewing the new Solutions functionality in 7012 and have noticed that, when viewed from the Client Portal using the Most Recent, Popular Solutions or once logged into the system, Contacts can see the Author of the Solution. This is not only unnecessary but, in many ways, negates a lot of the good work which was put into 7007 to remove Support Rep information from the view of Contacts. If someone could please take a look and let me know whether this is something which could
Tranfers "Saved Solutions" - to the Solution part
Hi ! I have some saved solutions, but something is wrong. When standing in the Resolution part of a request, and I want to use an "old solution" (that is approved and has green light), I click search solutions, pick the one I want - and click "Copy to resolution". This do not work ! - the window closes, and I am back to the "All Request listview" Can this be fixed ?
Email addresses upper/lower case taken as two accounts
Hi Support, We are on 7011 and have noticed that this may not be version specific but there are some strange instances of customers email addresses not being picked up as Contacts who are already approved in the system. For example, each one of these instances seems to be taken as a different Contact Name of person comes in as Email address comes in as Fred Bloggs Fred.Bloggs@MyWork.com original Bloggs, Fred Fred.Bloggs@MyWork.com name differs Fred Bloggs fred.bloggs@MyWork.com name for email case
24 Hour clock
Hi Is there a way to set the time in SupportCenter to 24 hour time - instead of the AM/PM? Thanks
Report customization
Hello, I'm currently evaluating SupportCenter Plus and I have a question about reports. I have a special need, because I visit customers which have a maintenance contract. In these visits, I have the need to print a report of what was done (i.e. all tickets closed), with some additional custom fields and a layout similar to an invoice. This is then printed and signed by the customer confirming the tasks accomplished. These reports should always be available for viewing by the customer anytime he
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