Email Errors since update to 7010
Since updating to 7010 I have been getting the message below on a few accounts. Product Name : AdventNet ManageEngine SupportCenter Plus Build No. : 7010 System Error Notification Error while fetching user info for the [Email Address] : XXXX@XXXXXXXX.co.uk [Sender's Name] : xxxxxxx,xxxxxxx [Email Subject] : RE: [Support Ticket:##5044##] : Shortage in export vs Sales Hence request is not getting generated out of the e-mail. All feedback appriciated.
error upgrading 7007 to 7011
when i upgrade my 7007 instalation , under linux(gentoo) to 7011 it stops this is the output ./UpdateManager.sh -c Press i to Install u to Uninstall v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:/root/AdventNet_ManageEngine_SupportCenter_Plus_7_0_0_SP-1_1_0.ppm Nov 6, 2008 6:39:54 PM com.adventnet.servicedesk.updatemgr.util.SCPreProcessor <init> SEVERE: Inside SCPreProcessor. Nov 6, 2008 6:39:54 PM com.adventnet.servicedesk.updatemgr.util.SCPreProcessor
Why supp reps cannot be Account managers, too?
In many discussions on this forum I saw that some of participants consider Supp reps as an enemy - they are not allowed to see Account details, they are not allowed to change something in SC+, they are not allowed...... In small firms there are not enough personnel. Why cannot my Supp reps be Account managers, too. I believe them, I love them, they have keys of my firm, and can access the server in the middle of the night steeling everything - why they cannot be Account managers?
Supportcenter Plus on an ISP?
Is it possible to Host SupportCentre Plus on an ISP?
Timespent Reports for individual accounts
Hi, Sorry if this is very basic, but I can't seem to easily find the answer. I am looking to run Timespent Reports for each of my individual accounts, to accompany any invoices sent to them. However when I run the Timespent report, by Account - it will print out all the accounts. Is there any easy way to run this report by an individual account? Thanks for any assistance. RS
Yet to be picked from the queue...
Hi, I love the a ability to have reminders, that requests have not been picked, with the "Yet to be picked from the queue..." messages. However, unfortunately now I am considering disabling this feature. The one reason for this, is that when calculating if a request is overdue, it includes AFTER HOURS. So, we already get our notification that a new request has arrived, (mostly spam after hours), overnight, plus we also get the reminder messages. I would like to have the a switch, so that Yet to be
Questions about SLA-settings
Hi We've couple of questions about the roadmap about the SLA-settings. 1. We have a need to able to set several different "Operational hours", this because we have different support agreements with different customers. We can for example have 24/7 support for one company, Mon-Fri 08-17 for another company and Mon-Fri 08-20 for yet another etc. We also can have different support hours for the same customer depending on which severity a errand has. If it is Severity 1 errand we may have 24/7 but for
SupportCenter Plus Hotfix 7011 Released..
Hello Everybody, Hotfix 7011 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 7011, Click on the link below http://download.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_7_0_0_SP-1_1_0.ppm For assistance upgrading, Please feel free to call us at +1 925 965 6300 or mail us to support@supportcenterplus.com Support Team SupportCenter Plus
Google Chrome
For anyone having performance issues with SupportCentre, try installing Google Chrome. No more waiting ages for pages to load! And no, I don't work for Google
Installing an SSL certificate from GoDaddy into SC+
Hi, I'm trying to install an SSL certificate onto my SC+ machine to remove the red address bar in IE7. The certificate was purchased from GoDaddy and includes a number of crt files as well as a root cer file. I've tried following the instructions GoDaddy provided (attached) for adding the certificates into Tomcat without success as well as trying to follow your previously-posted steps which appear to be for certificates specific to Verisign. Could someone please provide details of what I need to
Date field and manual enter
Hi, We use a lot the date field to enter the begin and the end of a request with custom date fields. We can't enter the date (HH:MM) manually and it's really uneasy to have to click and shift+click to enter the correct time. Is it preview to change this option and manually enter the date in the field ? Thanks for reply and sorry for my poor english. Regards, Romain Guillaume.
Timing of Scheduled Request
It seems that when scheduled requests are created, they are created with a due date 1hr in the future. I run an IT firm that does desktop support and would like my technicians to know 2 or 3 days in advance that there is a request to fulfill for a particular due date. The solution in mind would either be to allow a configurable due date in the request template when creating the scheduled request. Please let me know if there is another solution to this.
Question about Integration...
Hi everyone, I would like to know whether SupportCenter Plus can be integrated with any Barcode Reader? And also, I would like to know what SupportCenter Plus can be integrated with? Thanks in advance,.. Regards, Omar
Support Center Plus Free Edition Linux version problem
Dear support, I use web hosting. I already tried to connect the host via SSH, but it seems hard to install it via command. I think it is GUI, is it possible to install with the command? Please give me a hint. I also tried to ask the web hosting support, but they say they cannot compress .bin file. Below is their feedback: 'We cannot do anything with a .bin file that is a disk image file. If you have it compressed in a .tar or .tgz or .gz file we may be able to help.' So do you have the file like
Mass Email or Broadcast Email
Hi Can anyone help me with this? I want to send 1 email to lots of our customers to alert them of changes and updates. Not all of them have access to our service portal so my idea was to email the customers that I wanted from SC. Can't seem to find a way, except to export all the customers to an out look temp account and email from there. Any other suggestions are greatly welcomed. Thanks David
email sent as html
Hi, i have an issue while sending Request/Change Request for approval. the email will be sent as HTML and approving party will be receiving it as attachment without anything at the message body. we have set email to "Plain Text Format", pls advice.
customizing interface
is there any way to customize the interface of support center plus? i've done some look through and i find the custom.css files only allow some customization.
Attachment cannot be viewed by CAB member
Hi, i have a problem with attachment for CAB member. when i send it for approval, there attachment details are displayed and link disabled. how to enable such that they can view the attachment. my CAB member is not a Technician. Pls advice on this.
Tomcat logging of Customer Portal
Does anyone have any experience of Tomcat to explain how we can view what's been going on and who's been logging on? Through IIS this information's in a simple text log file but I can't find any information of how to retrieve this information in Tomcat. Cheers, Andy
Idioma Portugues Brasil
fiz o upgrade para o BUILDER 7010 e ainda n�o esta disponivel o idioma em portugu�s Brasil. s� tem o ingles, e quando clico em personalizar s� aparece a op��o para troca de senha me ajudem por favor
Russian localization problems
Hello, We are looking for system for our technical support dep. Your's is one of the best we tested. But there are some problems with Russian localization. SupportCenter Plus: Version: 7.0.0 Build number: 7010 1. Mail server settings English localization - everything is Ok (admin_mail_outgoing_eng.jpg) Russian loc. - unable to open Outgoing and Spam Filter tabs (admin_mail_outgoing_rus.jpg) 2. View user request without attachments - everything is ok in Russian (4_no_attach_request_rus.jpg, 4_no_attach_resolution_rus.jpg)
SupportCenter Plus Hotfix 7010 Released..
Hello Everybody, Hotfix 7010 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 7010, Click on the link below http://download.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_7_0_0_SP-1_0_0.ppm For assistance upgrading, Please feel free to call us at +1 925 965 6300 or mail us to support@supportcenterplus.com Support Team SupportCenter Plus
HTTPS/SSL
hello, can someone explain on short how to use the new HTTPS/SSL option ? Thank you in advance
SupportCenter Plus HotFix 7009 Released
Dear All Hotfix 7009 has been released. To know more about the issues which are fixed in the HotFix, Please visit http://manageengine.adventnet.com/products/support-center/sp-readme-7.html And to download the HotFix, Please visit http://manageengine.adventnet.com/products/support-center/service-packs.html Support Team SupportCenter Plus
All new converstations are marked as Private
Hi since my upgrade to 7008 new emails in seem to be marked as private. I have to select Show all Conversations first then mark as public. Where can I make the default option to be public conversations? David
Unable to set Request page Columns
Hi Guys, hope your all well? We have removed one of the users who doesn't use the system very often any more and given it to someone who needs more access. When they try and add or change the columns on the Requesta page to add their chosen items none of the settings change no matter what we do? This is on version 7007, please could you advise, even if there is a way of copying my settings across to this user if it's not immediately fixable would be incredibly useful to us, even if this is done through
How to hide the Support Team tab?
I see in the documentation the admin can configure the ability to hide the Support Team tab. However, I have not found where this can be accomplished. Can you point it out to me in the online demo?
Mail receving doubt
Hi, Is there a way to make de responses to automatic notifications (mail sent from the system when a request is closed) from SC+ are attached as Notes or Conversation? We close the order and wait for confirmation, but the confirmation dont add to the request. Thanks
Report column width
Hi, I have created a custom report to show the following information: Request ID, Description, Time Spent, Time Entry Type, Contact, Created Time. Is there any way to change the column width for the Description Column? The column is very thin, and yet the other columns are unnecessarily wide. Also, there appears to be a blank first column that I can't remove (almost like there should be an index number here) - how can I remove this please? Many thanks in advance. Keith
possible to create a task for Non Technician
Hi i have below issue, where i want to create a task for normal requester. is it possible ? or task can be created only for the technicians ? Pls advice.
Firefox problems
We have some problems using Firefox v3. We get the login screen - and the attached errorpage appears after login.. Carsten Thessen Zip-file contains htm page..
ManageEngine Euro Road Show '08
In the quest for excellence, ManageEngine is organising the biggest ever road show in Europe from September 8th - October 3rd. The Road Show will start from Denmark and will travel through the IT valleys of Sweden, France, Italy, Germany, Portugal, Poland and complete its journey in UK. We officially invite all the customers, resellers and users of ManageEngine and SupportCenter Plus for the Road Show. For more Info on the Dates - http://manageengine.adventnet.com/euroroadshow/agenda.html For more
Custom installation
Hi all, I'm looking information about installing SupportCenter on a ISP hosting provider. I already have a Linux hosting plan. I want to know if its possible to install SupportCenter on ISP. Considering that I can create a database on MySQL and have Apache running. I saw that there is a Linux distribution of SupportCenter, but since I have my hosting in a third party company, I don't have access to command line, or even to shell. I'm wondering if it's possible to install SupportCenter just transfering
Upgrading / Patching Tomcat
As I understand it SC+ currently runs on Tomcat version 5.0.28. This seems to be a very old version of Tomcat - Released 28th Aug 2004, over four years ago(!) - and therefore I can only assume is unlikely to be as secure as the newer versions of 5.5 and 6.0. We are hoping to put our SC+ system live via an externally-facing server and we would like to be secure in the knowledge that it is safe from attack. It's difficult to accept this on software which is over four years old. Does anybody know what
Service Desk Plus and CheckPoint SecureClient
Hi, I need a help! We have installed on our Laptop the CheckPoint VPN SecurClient and we can not scan (make inventory) im ServiceDesk Plus. When I am going under Properties from LAN Connection an disable the ScureClient Service, than it works. Today in Germany in a AdventNet Workshop, I heard, that we must add the IP Address from ServiceDesk Plus Server to on CheckPoint "Friend-List". What does it mean? do you have manual? For your help, thank you very much. best regards Dzezmi Tairi
Keep email history when replying.
Is it possible to keep the email history when replying to a case and is there any configuration that has to be made.
SupportCenter connect to Forum
Dear support: Is there any solution that support center connect to forum? Like customer visit our forum, he want to request a problem on the forum, then this message will send to our support center as a ticket via email. If we like to solve it, then we can give the resolution in support center, and it will also send to our forum. If we don't like to solve it, because it is from forum, then nothing happen. The forum runs normal. Thanks! Best Regards
Questions About Backup Options and Practises
I am aware that SupportCenter Plus provides the backUpData.bat and restoreData.bat scripts to manually generate and restore backups, with the backup files being written to the ...\SupportCenter\Backup folder. I also noticed that there is the ...\SupportCenter\scheduledbackup folder, which contains weekly backup files that have the same naming convention as the files created manually in ...\SupportCenter\Backup. My questions are: 1. Do the backups created automatically in scheduledbackup contain the
Any experience on Remote Support integrated in SC+
Hi Friends ! This question is not directly about SC+ We want to have a remote system, in order to help our customers in a fast and smart way. Does anybody have experience in build in a "remote connection" in SC+, to easy log into remote servers - directly from the support request. Kind regards Carsten Thessen
A problem with forum
Hello I'm newbie here and can't find a search on the forum Could please someone point me to it. Thanks, Drew
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