E-Mail Managed Response
Hello Forum, I would like to setup and test the E-mail reponse here is what I am looking for. 1.) Instructions to set this up. I assume in need a working incomming email. 2.) When I receive an email from our generic support email I would like to accomplish the following 2.1.)create a case and email this to select support reps. 2.2.)send a canned response to the recient who sent the orginal email to the generic support email. 2.3.)since we use this email to respond the the originator will our reponses
customer view for all requests from their account
can i create a view for a customer to view all requests from their account (without different login --> account manager)
Merging requests - search text
Hi Support, When attempting to merge requests the system displays a pop-up dialog which asks the user to input a search string (Search for Request). If the user inputs a value with a trailing space, for example "12345 ", the system doesn't remove the trailing space and therefore doesn't find anything. This is particularly evident when users search via a request ID. Would it be possible for the system to remove any trailing spaces unless a user specific requested it via the inclusion of quotations?
Support Reps have same signature which is NOT theirs
Here's the problem and tech support has been no help. We have 4 support reps in our system. When a support rep replies to a request using the web application the default signature is getting pulled from SOMEWHERE, but is not a support reps, its a user who was pulled in from active directory who was NEVER a support rep. The technical support I received just said to go to personalize for the admin account and set the signature, sorry but that didn't work. First off the signature we see wasn't even
Overdue status is not set when the date is passed
We have just started with SDP and converted our old requests to SDP. The problem we are having is that the overdue flag in not set for requests that are already overdue ?? Can you help me with this. We are using MSSQL as DB and the build is 7.5.0 build 2
massive e-mail messages
I think there should be the way to send massive messages to some contacts depending of the service plan, in that way we could send reminders about some routings like backups, upgrades etc.� also we could send new products or software announcements etc.� I have a database contacts should be easy to get all the e-mail addresses, it could be an additional value for our clients with a service plan
Import Sales detail from CSV - problem
I can import only one product for account, for second product i see stack trace and log: [12:52:52:082]|[12-24-2008]|[com.adventnet.persistence.Row]|[WARNING]|[23]|: WARNING::The column SALESID in Sales_Fields is given a value that is instance of java.lang.String that contradicts with BIGINT specified in data-dictionary. | [12:52:52:082]|[12-24-2008]|[com.adventnet.persistence.Row]|[WARNING]|[23]|: The column SALESID in Sales_Fields is given a value that is instance of java. lang.String that contradicts
Canned responses not availible when forwarding
Hi I have tested the Canned responses, and it works ok. Some time i need to forward an incoming mail in the request to 3rd party, and it would be nice to have set up canned templates for forwarding / replying to an incoming mail. Regards Paul
Question about default submit page within customer portal
Hi, I did some searches in the forum but could not find a similar question. My question is, is it possible to modify the 'SUBMIT A TICKET' page, which appears at /sd/Request.sd?mode=AddNew? Basically I would like to add an 'attach files' section and maybe add or remove fields. I could only find a way to customize the Request page, which users see once they log in to the customer portal. But I want to be able to customize the page that users see when they don't login. It seems like I must create a
Asset Management
Is SupportCenter Plus an adequate way to do simple asset tracking and management. I have so far: 1) Created product category called laptops. 2) Added a product called Lenovo Thinkpad 3) Associated said product with an account 4) Entered in the info, plus added in the users name and the serial number into the notes field. What I would really like to do is to be able to search by serial number to find what user is linked to that serial number, instead of clicking on each product and associated and
Change Port
How can I change the port that the server listens on for the web interface, after SupportCenter Plus has already been installed?
Solutions tab in build 7012
Hi All, I recently installed the Hotfix 7012 and the first important change that I see is in the Solutions View. In previous builds, the solutions view shows the "Most Popular Solutions" and the "Most Recent Solutions". I think that way is much better and easy, because now with this build 7012 shows all the solutions from all topics ordered by the creation date and this view is the same for the customer portal. I understand the new Solution Approval funcionality, but do you guys think that it is
Business Rules question
Hi, I have created a business rule for a certain account. example rule- CUSTOMER that is mapped to specific support email, customer@support.com I want all emails that are sent under the domain @customer.com to follow the business rules and be listed under the CUstomer account. Currently I can not get the mapping to work right, so someone can send to @customer.com and get responses, but the ticket isn't showing up in the Customer account. Ideally I do not want to have a list for all single users.
When is ETA of version 7013
I am waiting for the release of version 7013. I am assuming that that version will have some bug fixes for example the newly added "Email signature" not adding the correct signature. Is there an estimated time of arrival? Best regards, Valdi Hafdal
Install prerequisites for Support Center
I am running "CentOS 5" (RED HAT Enterprise Linux 5 re-branded), apache web server, with plesk and virtuosso, Quad Core Xeon proccessor, 1GB ram, 10GB disk space. This is running many web sites, including my company website. This will need to run under a sub-domain of my website, so I will want to install it to the sub-domains directory. Need to know what software/services are required to be able to run this. as install guide does not inform me of any of this. Java is installed on server, but the
RestoreData and ChangeWebServerPort problems
Hi everyone. This is an information post for anyone who wants to avoid all the hair-pulling that I've just been through trying to restore data from a Live to DR/Test system. Background: I have a physical live system and a virtual DR/Test system Both run on Microsoft SQL 2005 Both run on Windows 2003 Server Web edition Both run on https port 443 Both use a wildcard security certificate for our domain Process: I wanted to test an upgrade of SC+ on my Test system before applying to Live so that I could
Embedded images get eaten on rule forward/forward
Hi Support, When there are embedded images in an email they seem to go into SupportCenter better now, but when they are forwarded from supportcenter either manually or via a rule the pictures get eaten see attachment. This is on version 6006 Cheers Rich
personalize the additionnal field
Hi, i am doing some configuration test of support center for my company. Support center ll be to use by our custumer, some of them are french or english. i would like to know if is it possible to personalize the language of the additional field according to the user custumer. thanks in advance for help. best regards?
request's closing
hi, I am doing some tests configuration for my company. I need help regarding the request is closing. Before close the request i would like to send a message to the costumer with resolution's details. and then if the costumer doesn't answer, close the request automatiquely after a few days. Could we add in the business r�les or somewhere else, whith a notion of the date system? thanks in advance for your help. best regards
Feedback on Solutions?
Is there a way to incorporate a method for clients to give feedback on solutions, or rate solutions? Any way for them to send a message to the author regarding revisions or clarifications of those solutions from the Self-Service console, or directly within the system once logged in? Any assistance or suggestions are greatly appreciated. Thanks!
Tomcat log files - changing the output format
Hi support, I'm currently investigating the use of either AWStats or SmarterStats as products to review the Tomcat access logs created by Support Centre and I've noticed that you've defined specific output logs via the Server, Server_Http and Server_Https xml files. I was wondering what the impact of changing your specific output log formats into the common or combined log file formats would be? I've made the change on my test system without any noticable problems but would like to confirm this before
Multiple support reps in a request.
Its posible to assign multiple support reps to an request, not from the same team? Why? Sometimes a customer request a service that need more than one technician. This feature could be useful to avoid two request for a single request. Maybe a sub-request could be an option. Thanks
business and notification roles
hi, I have 2 others questions regarding the request is closing. Before close the request i would like to send a message to the costumer with resolution's details. and then if the costumer doesn't answer, close the request automatiquely after a few days. Could we add in the business r�les or somewhere else, a notion of the date system? thanks in advance. best regards
Customer Portal - Searching through requests
Hi support, During a recent training session with some of my clients I discovered that, through the Customer Portal, you are only able to search through Solutions, not search for requests like you can when logged in as a Support Rep. Is there a setting I've not enabled or is this functionality missing? If so it would be a great addition as it would be useful for people using the Customer Portal to be able to do this, especially if they have multiple outstanding requests or are searching through a
SQL not required when backing up an MSSQL system
Hi support, I've been going through a lenghty process of backing up Live and restoring to DR recently and wanted to confirm whether or not the system backs up MySQL data even when you're using MSSQL? I've noticed that there are a number of SQL files being saved into the Backup .data zip file and wondered if there was any way for you guys to remove this from the backup and restore procedure if the system runs on MSSQL as, from what I can see, this data isn't required as part of the backup and restore
SupportCenter Plus vs Others
Hi, I have already documents of ServiceDesk Plus vs Others, do you have similar documents for SupportCenter? They were requested by a Customer to decide the pruchase. I know both applications are similar, but I hope i dont need to modify the docs I have. Thanks.
Directly opening requests from search results
Hi support, At present, if a Support Rep searches the requests for a given word, SC+ returns all the results which match the search criteria. Would it be possible for you to add an option or change the functionality so that, if there's only one result returned, the result opens automatically rather than showing there's only one result returned? Whilst this may seem a small thing, it would be yet another minor improvement which would make the system even more useable. Thanks in advance, Andy
Customer Portal - Client access rights
Hi support, I'm aware that you can set whether a contact is able to see only their requests or all the requests from their account and/or sub-account(s), but is it also possible to set whether or not they can see solutions and raise/respond to requests? Thanks in advance, Andy
Multiple sites - one building manager
I am trying to configure the demo version of Support Centre Plus ver 7.11, we hope to start using it January 2009. I have a query I can�t seem to solve. We have a major contract with a managing agent that manages about 60 buildings around London. Some buildings are run by just one building manager and some managers control maybe 2, 3 or more buildings. What I want the helpdesk to do is give the manager a choice of their buildings only from a drop down list when they raise a new request. I only want
Sub Accounts
Hi Guys I have started to use the sub accounts, why can they not have products linked to the sub account? David
Lotus Notes
Hi, We use lotus notes in our organisation and I would like to implement support center plus. The security policy does not allow POP. What options or work around can I use to fetch email? Regards Kevin.
Scheduled request - one time schedule give error
When adding new one time schedule request, SC+ gives error 1.221.994.932.140. The request remain in list, sometimes works.
Build 7012 Incoming Email Problem
Upgraded from 7007 to 7012 now: Supportcenter fetches from mail account but does not process it as a trouble ticket. It just dissappears. Any ideas??
Installation Guide, Admin Guide, User guide and FAQs
Dear Customers We have made a comprehensive Installation Guide for SupportCenter Plus, making it convenient for the new users to install and troubleshoot with ease. Have a look at it before you install in the below link http://manageengine.adventnet.com/products/support-center/help/installation-guide/index.html And also you can view our Admin Guide and User Guide in the following links http://manageengine.adventnet.com/products/support-center/help/adminguide/index.html http://manageengine.adventnet.com/products/support-center/help/userguide/index.html
Cannot start MySQL after database restore
I have re-installed Supportcenter plus to the same build version as the database backup yet the supportcenter service starts but wrapper.log shows: Unable to start MySQL on port 33356: Please free port to my knowledge there is nothing occupying that port. This is a real headache as i cannot run Supportcenter at all. Please help
Survey Settings
Hi guys I have setup a survey today, when I checked out the preview it all looks good. However when I look a link that is sent to the customers it is branded with the support centre logo, and not my company logo. When I asked some customers why they did not complete the survey they told me they thought it was a bad link and they were getting another companies data. Also can the Window title bar be changed, at present the window title is Advent Manage Engine - Support Centre Plus. Which is OK for
Purchase information
Hello, We've been using OpManager for several years and are now interested in getting Support Center. In that regard my colleague sent the inquiry below to your sales dept. on Dec 3, but still hasn't gotten a response. Could someone please answer the question. Dear AdventNet Sales, I am interested in purchasing the Service Desk Plus - Professional Edition Multi-Language software package with the robotech add-in, however when I go to your site I can only find the annual subscriptions, I would like
Wrong details in Customer Portal redirects incorrectly
Hi Support, When a Contact logs into the Customer Portal and gets their username or password wrong the redirection page takes them to the SupportRep login and not the Customer Portal login page. This has been tested in 7012. Regards, Andy
Announcements not displayed correctly
Hi Support, I've added an announcement for all my contacts to see and I've found that it doesn't display Carriage Returns or formatting on the Home Page. To reproduce this, create a new Announcement with the following text: Line 1 Line 2 Line 3 Line 4 Line 5 When you view the Announcment from the Home page it looks like: Line 1Line 2Line 3Line 4Line 5 Any thoughts appreciated, Andy
Hotfix failure
I have build 7007 running at present i tried to install 7012 patch but it failed si i tried 7008 patch but that failed as well. error as on cmd window: INFO: Problem during installation of patch java.lang.IllegalStateException: Cannot get transaction for rollback at org.objectweb.jotm.current.rollback(current.java:298) at com.adventnet.updatemgr.util.confutils.applydatamodelchanges(confutils.java:635) at com.adventnet.updatemgr.util.confutils.invoke(confutils.java:884) at com.adventnet.updatemgr.conf.conffilesupdator.install(conffilesupdator.java:65)
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