Link contracts, and not upload file to SC+
I would like to keep my signed contracts in my webbased ECM system (Link the contract document and not Upload it) It would be nice to be able to link to the contract document: Possible solution: Select between upload, or url-link when create a contract A browserwindow to browse and select url to the document. (or just type the path)
LOCATIONS
I have different locations of my organization. I want to go for centralized SC+ for my organaization and at the same all the requests should be distributed to the location where the customer belongs to.whether i can group the customer according to the locations. srin
Report design not valid : 1. Class "[B" not suppor
I have a query that's generating a Report design not valid error. If I remove a small part such as part of the CONCAT for field 8, or even the ORDER BY the error goes away. I've tried crunching the query up onto one line, etc. It runs fine when run directly inside mysql. For those interested - it's supposed to report on overdue tickets, unassigned, no account, etc. Note that I have not added the check for no account yet but figured I'd try to understand why I'm getting this error. Here's the current
Email to group whena call is closed
Newbie user wondering if there is way to have an email sent to a group whenever a call closes? The requester gets an email just fine; I would also like it to go to a group of techs.
Updating a 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
SupportCenter Plus 7008 Released
Dear All We are happy to announce that the most awaited 7008 Upgrade is released and ready for download. This upgrade addresses a lot of issues raised by the users through forums and support mails. For the complete set of issues and enhancements of 7008, visit http://manageengine.adventnet.com/products/support-center/sp-readme-7.html And for the download of the Upgrade, visit http://manageengine.adventnet.com/products/support-center/service-packs.html We await your feed backs... Team SupportCenter
Contacts vs Accounts
We do business with Accounts, NOT Contacts. Invoices go to Accounts, they pay bills, products are linked to Acounts. Contacts come and go, they get hired or fired, they change departments..... But, for new request I have to choose, mandatory, Contacts, while Accounts are automatically populated, but vice versa does not work. For example, person from company ABC calls that PBX extension 234 does not work. If company has 200 employees, should I have 200 Contacts? I have to dedicate the requirement
Content variables - splitting contact/support rep names
Does anyone know whether it's possible to add some code to the message templates which will split a contact and/or support rep names? At present evey reply we send out has to be modified so that it doesn't read the contact or support rep's full names, for example: $ContactName, Regards, $SupportRep Would generate: FirstName Surname, Regards, Andrew Herbert What we'd like to provide is: FirstName, Regards, Andrew Is there any way to do this using something like a left$(instr$(" ", $ContactName) -1)?
Backup problems
Hello Support, I am having problems backing up my SC+ database. This problem started after i installed version 7008.. Ive attached the error i am getting in a text file below.. kindly assist as i am unable to backup my current database..
Integration with Eclipse Mylyn
Are you planning to integrate SupportCenter ticket management with Eclipse Mylyn? It would be very useful for developers to have a view of their open tickets from within the same IDE that they use for their daily work. For the present moment, developers have a unified view of: - tasks - bugs (resolution pending) They are missing: - support cases Once this is acomplished, developers can schedule their daily work from a "home page" in Eclipse.
Admin->Notification Rules english text...
Hi, can anyone help me out with the english text for: Acknowledge Contact by Email when a new request is received Acknowledge Contact by Email on receipt of the email reply Acknowledge Contact by Email when the request is updated Acknowledge Contact by Email when the request is closed Rgds Dag
TAPI integration
Are there any plans for TAPI integration. We are currently looking at replacing our telephone system, and this is an area we are interested in. Thanks Simon
Is there any need for Remote Server Access to install this?
Hello Everyone, Is there any need for Remote Server Access to install SupportCenter Plus? Please let us know exactly what we ask to our hosting provider for this. Thanks Zap Infotech
Hello Everyone
Hi, We are pleased having membership of this forum Thanks Zap Infotech
Beta Version 7008
Dear All, As a new step We are in the process of giving out Beta version to our interested Customers. Please send us the registration for our upcoming " Beta Release 7008 " to support@supportcenterplus.com with your information to assist you further in the process. Features incorporated: * Multiple Contract creation based on products. * Request conversation view status change [Private/Public] to contacts. Thanks for your support & Understanding. Regards, Aravind Kumar.S Supportcenter Plus.
Business rules processing order
Could someone please explain the processing of Business Rules better that that provided in the help section. I have some assingments based on email domain as well as on account. It appears that the processing ends with the first match, after that no more rules are being processed. Is this correct? Are rules are processed from the top to the bottom of the list? If so would it be correct to say that rules at the bottom of the list have the final say? I have a rule that sets the SLA based on email domain
Queries about products ( delete and modify )
Is it possible to clean more that 1 product ? it sems that only is possible one by one Another question about procducts. After add products in an account, is not possible to update. If a customer buys another license of a product I need to delete the product and put the same only canghe the number of licenses. Exist a method to update without remove/restore process ? Patch 7008 with products in contract solve will solve this problem ? Regards.
Report designer question in 5030
Hi. First off, a big thanks to Vinu and the gang. The new v 5030 is top notch, the report feature is actualy making me smile :) A few questions and comments though. Is it possible to change the colour scheme, fonts etc used in the PDF version of the reports ? Also, can I request another new feature. Could I request a Page Break option in the Grouping section, so that each group in a report has a page break after it causing the groups to appear on their own pages. The alternative is to generate one
Problems I have with SupportCenter Plus (build 7007)
Problems I have with the ticketing system: 1. Mail fetching stops randomly. It's usually when it tries to reply to an email address that it can't reach. When I look in the system log the reason is usually something like "Error setting DELETED flag to the message with subject : (the ticket's subject). SO STOPPING THE THREAD 2. There is no option to set the system to NOT reply to certain contacts. Many of the messages that we get are from automated mailers which don�t have mailboxes. The email address
Timekeeper in SC+
Hi Is there any timekeeper (like in a Taxi) where you set up a start fee, and add time automaticly, and requesting info/input from supportperson before he could leaving to the next request? This could be a nice feature.
Products feature request
Products are described by waranty period and price, meaning that it is the specific piece of HW or SW or service. If I have 88 pieces of one switch, type XYZ, with different serial numbers and different date of purchase, it is quite complicated to associate the product with an account, and then insert request to Contact which is NOT asocciated with Product. Suggestion: - product type, product name, product manufacturer should be common - product serial number, passwords, IP address should be account
Feature request: iPhone web app for support staff
Would be great to have a iPhone webapp (or app) for the support staff. Shouldn�t be that hard to make :-) With basic features to follow up cases that comes in... Would like that :-D FXDB
Rename or delete administrator user
Hi SC. Is it possible to change the username of administrator user or delete and create other user with this role. Best regards.
API Please!
Hi I have been evaluating Support Center Plus and I have to say, I love it and will be buying it shortly I am a developer and I understand the need to protect your own code, I love the fact that you have a all in one install the gets it all ready for use, however that is also the only bad point. There are updates to Tomcat, Updates to mysql, other components etc. I simply do not want to expose the application openly to the internet. There are alos quite a few things I would like to customise that
Tired of spam
Is this gonna end someday??
About product account import CSV files
Hi SC After I've created an account, I built a CSV file with all products assigned to this account. Once I import it, no produt are assigned to my account. If I use the same CSV file without create previously the account, the it works fine. Is it possible to add more products using CSV file once the account exist ? Regards.
API Please!
Hi I have been evaluating Support Center Plus and I have to say, I love it and will be buying it shortly That being said, I just wish I could customise it a little more. I am a developer and I understand the need to protect your own code, I love the fact that you have a all in one install the gets it all ready for use, however that is also the only bad point. There are updates to Tomcat, Updates to mysql, other components etc. I simply do not want to expose the application openly to the internet.
Bulk e-mail or distribution lists based on account inf?
Hi I am currently evaluating SC and have a question concerning the possibility to send e-mail to multiple contacts in different accounts based on a standard or custom account field. We provide software as a service to our customers. At times we have incidents affecting many or all customers as well as planned maintenance which affects all or some customers in one geographical location. We could also have issues with a specific product and need to send an e-mail to all customers associated with that
XML import and export
Im looking for to integrate supportcenter+ with other backoffice applications.Is there a way to use XML to create a request. (a watched folder where output from ex. ordering system could create a request in SC+ for installation) and when the job is closed, sc+ export info about the request in an xml file to the next system in the chain.
Default custom view
Hello, In the Requests screen I change the view (using the 'Showing' drop down box) to 'All Requests'. I would like that to be my default view but every time I log out and back in again it reverts back to 'Open Requests'. Is there a way to make 'All Requests' my default view? Thanks Mike T
Feature Request: Customizable GUI Interface
I find it concerning that my 50-or-so IT technicians (Support Reps) who log in...as NON-ADMINS, are able to view the "Support" tab to request support, request features, access your toll-free number, etc. Not all 50 of my IT staff are tasked with "Managing the Helpdesk", and should not be soliciting software vendors for support, features, or bugs. Your interface lacks the ability for an Administrator to configure what is / is not displayed to Support Reps. I would want options in the Admin to customize
Per-Request Template Custom Fields?
My company is again evaluating your product for use by our Helpdesk and IT areas. Your software lacked some key features we needed the first go around and I wanted to see if one of them had been incorporated. (it appears it hasn't) When you create a New Request, you can select the "Apply Template" option. This is a fairly useless feature unless certain fields can be presented in that template. ie., If it is a "Firewall request" template, a field you may want to present is "TCP/UDP Port" information.
Dialog prompt - bad grammar, bad option(s) (lack of)
When adding a new request and specifying an unknown Contact name, the application presents the following prompt: Contact Name does not exist. Do you wish to add a new contact, as part of submitting a new request. (OK) (CANCEL) First of all, the proper English of this dialog prompt should read: Contact Name does not exist. Do you wish to add a new contact as part of submitting a new request? Comma is unnecessary and question mark is appropriate punctuation. Regardless of the bad English, the OK and
Add selectable Tasks to request templates in Supportcentre +
Hi folks We often have to involve a few tasks to complete a request. Is it possible to add those in a predefined template so that i can use checkmarks to involve the rigth tasks. I can see that this is already a part of Servicedesk+ Regards Paul
Can SC+ create a input to a calendar
Is there a way to let sc+ create a vcalendar appointment of request, and tasks, and sent it to a selected e-mail account? This could be helpful when we are using calendar for booking time for other people to se when we are buzzy, and give overview when working from remote sites.
where can I track emails sent via contact page
I want to know where I can see emails I send via the link on the contact page, this is becoming a make or break it issue on whether I will subscribe as I need to track all customer contact even when directly related to request. Is that possible in the software? There is screenshot of link included.
Scheduled requests bug
Account name do not appear in requests generated by Scheduled requests feature. I double checked Scheduled requests and entered Account (automatically inserted when choosing Contacts), clicked on Save, and when re-open there were no Accounts. Generated request have no Account informations - only "-" in that field.
imported old HelpDesk data in. Now cannot create new tickets
Hi, We are in the process of migrating all of our old helpdesk data from another system into SupportCenter. We have created a DTS package to do this and the data looks like it has all gone in fine. However when we try and raise a new request using the frontend of SupportCenter the new request does not appear anywhere. could this have anything to do with the fact of batch importing a large amount of data in one go, with regards to the application keeping track of the correct number of rows in the
Hiding a category to a logged contact
Hi, we are actually testing in our company SC, and we would like to know if it is possible to hide a category to a contact or a group. For examples customers [A] should not be able to see the category which involves internal tickets, and should just see the category company [A] with its sub category. could you please tell us how to set this up ? thx by advance Ludovic L'HOIR Networkd and Systems Manager ConcordeLogistics
Report filter options not functioning correctly
Hi support, It appears that the filter options for reports do not function correctly. As you can see by my screen shot i have added three filter conditions and looking at the SQL generated by the report only one of them is actually added correctly the other two are ignored. I have managed to get two working depending on the order i seem to add the conditions but never all three, the SQL statement produced is always missing one of them. This is obviously quite a serious issue. Thanks Dan
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