Search Function and File Atachements
When entering new request, SC+ offers list of similar Contacts that start with same letters. It would be convenient that we see list of Contacts that contain same letters - at least three. For example, if Contact is Hotel Sheraton, I have to write down Hot....., but if I write Sher.... nothing happens. There is possibility to atach files to request: quotes, documents, letters..... Soon, the database will become too large. Please add the possibility to link files.
Send/No send notifications matching certain Criteria to mail
Hi There is a Junk Notification Filter witch admins can edit: Don't Send notifications matching certain Criteria Is it possible to add function to Send/No send notifications matching certain Criteria to a specific mailadress with customised e-mail templates It seems that all functionallity is availible but that the option is not there? Kind regards Paul
Adding Attachment from the Action Radio Button
Is there way so that under actions button we can add attachments without having to edit the request ? Thanks Kenny
Remote connection
SC+ works locally on server, and works on any PC in LAN with server_IP_address:8080. Remotely, I've been usually connecting to my server through Cisco VPN client. With Remote Desktop Connection I can start SC+ locally on server. But.... If I start IE on remote notebook (already connected to my office server via Cisco VPN) and choose server_VPN_IP_Address, I'll get login screen (that's OK) and after username and password insertion I'll get message - Internet explore cannot display the web page. In
Can't Add New Account in 7007
First time I have tried adding a new customer account since the update to 7007 and get this error, please advise as soon as you can please, FAILURE : Error while adding the customer details. Please report the problem to the system administrator, with the Error Code - 1,218,531,381,347 Thankyou Rich
AD authentication.
Our company would like to have an ability to log-in trough AD authentication. Especially with two or more domains in a forest.
Wheres the Roadmap??
Is there any point logging these and voting if we don't see a suggested roadmap? Vote here if you want to see if the use of your time has actually resulted in a roadmap people can see, Cheers Rich
Feature Request: Actual ability to customize Request Forms
VOTE URL: http://roadmap.manageengine.com/story.php?title=Fully_Customized_Request_Templates (full address URL modified in order to circumvent POST MODERATION restrictions with web addresses) SupportCenter lacks the ability to actually customize the Request Template(s). An example of this can be found in the inability to hide/deactivate the "ITEM" or "PRODUCT" fields in a request. My organization has absolutely no need to specify an "ITEM" or "PROUDCT" in any request and these fields are entirely
Renaming a Category
Hi, I have a category that is spelt incorrectly. It has been in the system for ages and we have just noticed the spelling mistake. I can not find how to rename a category, all I can find is how to delete it. Can someone tell me how to rename a category. Thanks Narelle
Suggestion: Hide system threads
I would like to make another feature suggestion. What about a setting that allows the support user or admin to hide all messages from the 'System' in the conversation section of a request page. If you open a request up, scroll down to Conversations, you see all the emails, along with all the emails automatically sent which are marked from 'System'. Now, if you happen to have your system setup to send auto emails when a user creates a new request, closes a request etc etc, then its just extra stuff
Request Templates with Template-Specific Fields
There are very different fields of information needed for a "Firewall Request" versus a "New User Setup" request (for example). When you define a Request Template, the ability to select which Custom Request Fields are shown on which Template(s) is required. I don't need a "TCP/UPD" field shown on my "New User Setup" field, any more than I need a "Laptop (Yes/No)" field on my "Firewall Requests". True flexibility in request templates comes from having form fields that are RELEVANT to the request.
SC plus and Outlook Exchange 2007
Hello, have the issue fetching emails from an exchange 2007 mail server been resolved? is not, when will the fix will be in? any workaround? thanks CZ
Reports - Latest conversation
Hi, Has anyone managed to work out how to return the last conversation into a report? Our clients would like to see the last action against a request, be it by our reps or themselves, as part of a weekly report of open requests. I can't see any way to select this information from the report fields and the database is a real pig to navigate through so I wondered whether anyone else had managed this using a query report? Cheers, Andy
Support Center Plus Comparable to Remedy
We are in the process of evaluating many Help Desk offerings to replace our current Remedy ARS 4.0 and was wondering if anyone else out there has used Remedy in the past and whether Service Desk plus is comparable in speed and usability. We are a software development company and currently support over 800 customers and over 3000 users. We generate approximately 2500 new tickets per month. What do your customers say about the web interface? How's the email ticket requests functionality? What feature
Feature Request -- Announcements to All Contacts
Hey Hey, It would be GREAT if SC+ had the option to send an Announcement to all Contacts or Accounts (selectable). Further to that -- being able to add an attachment to those emails would be an excellent feature, as well. Having a complete history of Announcements available to Contacts would be good, as well. Cheers, Matte
How do I install patch/service pack on linux
I am currently running SC+ 7002 and want to upgrade to 7007. I have downloaded the ppm file, but now what do I do with it?
Notification
Hi Guys, Hopefully a very simple one? Is there some way to email a specific person if a support request has remained un-touched for a specified period of time? I have looked at SLA which doesn't see to fit the bill, and there is also an option to email members of a group if a support request remains unpicked in the group. This is ok but I don't want members of the group emailing, just their manager. Thanks Simon :D
Allow Contract Expiry Notification Email to be Customisable
There does not appear to be anywhere in SC+ 7007 that allows you to customise the Contract expiry email contents. A template for the Contract expiry notification email should be added to the Admin/Notification Rules configuration options, similar to the other templates already provided.
Scheduled requests happenes every month, not selected month
I made a scheduled request what should be happening on a yearly base. So I selected a monthly sequence and only selected the month of June and the first day. I would like the event to happen the first day of June every year. Regardless of these settings the event also occures the first of July, the first of August etc. This is wrong because it only should be once a year ! What can be done about this ? Regards, Marcel Harberink
emails sent from sdp goes to junk randomly
Emails send from sdp go to junk at random!! has anyone faced this issue? is there a solution to this problem? At times, once a request is resolved, the requester gets the resolved email from sdp in his junk folder in microsoft outlook. sometimes, it's the closed email notification that goes to junk. and it happens at random, not that all emails go to junk. there is something like javamail.system as message-ID when you click right click on the email and click on message options. any help on this??????????????????
MSP Central has messed up with SC+
I installed trial of MSP central on to same server which now has screwed some settings of SC+ and i removed the MSP software immediately. Service is no longer exists, can start the sc+ with Run.bat Please advice. Regards Efem
'Dueby Time' Not Populating
Hi I have just upgraded from 6009 to 7007. Since the upgrade, the 'Dueby Time' is not being populated when a request is created. No change has been to made to any of the setup (SLA's etc) and it was working prior to the upgrade. Has anybody else seen this and found a solution? Thanks Mark
Blank 7007 system
Hi, I have a virtual system which I use for upgrade and configuration testing. Currently it's a copy of our live system including all our data. I'd like to clear all the data and start again with a clean system - is there a way of creating/restoring a clean database to achieve this? The only clean database I have is from our original 6500 release which I imagine I wouldn't be able to upgrade because the application is at 7007. Thanks in advance, Andy
Enable Support Rep to Selectively Show or Hide Conversation Items Displayed to the Contact
Without the enhancement described below my company is unwilling to allow our clients to have online access to SupportCenter Plus, which is a major detraction given we want to get the maximum value out of the product. Currently in SupportCenter Plus emails forwarded out of a support request by the support rep are not visible in the "View Contact Conversations" view. This is ok as a default behaviour but the support rep should have the ability to expose individual forwarded emails in the "View Contact
Login with client certificate
Hi. I've purchased your software recently to use in our company and , in future, we will want to access to your application using client certificates. Is there any way to access to SCP using certificates ? or is it possible to invoke using an intermediate application to login in SCP ? If it's no possible , how can i invoke with an application to access in SCP using login& password ( in this case i can to map the SSL access with an intermediate database with login information ? Best regards.
Contact conversations show incorrectly in client portal
Hi, We've upgraded to 7007 and are testing the client portal before we allow our clients access to the system. We've discovered that the contact conversations of requests show all entries as being from Support. This is obviously incorrect as some are from the clients themselves! Is it possible to fix this as it's very confusing for clients who aren't familiar with the system, and makes the system look quite cheap :( Andy
Improve Performance on Support Center
Hi, I will like to know if the there is a Best Practice Guide, or especific commands to improve the Performance of this product because recently the product is runnig very slow especially when I add a new solution or a new request. I dont know maybe can be the Data Base, if there any commands that I can execute please just let me know. Thanks! Daniel S.
Cant save edited account...
....always get FAILURE : Login with same name already exists. Please provide different value for Login Name. even i can find a user with the same name. Yours Oliver
Survey - Title of Notification Email to Contain Request ID
Good Morning, Is it possible to configure the survey notification to contain in the subject line just the request ID? What are the options/params that can be configured with the mail notification. Kind Regards Amir J Kader
Scheduled Task does not remember the Client Account
Hi, we have a problem with scheduled tasks, when it is created it does not remember the client account information, just the client name, but no account no telephone number. The problem is when we make our monthly report it listed in tasks without accounts(but for sure it has an account). I edited the scheduled task and i can change the account for that client, but when i save and reopen, it is not anymore there. So that task is always created without account and there is only a "-" in the account
Organisation details corrupt link to random customer account
Running latest version on SQL server. The Organisation details (in Admin tab) somehow became linked to a customer account record so if I change the details the customer account changes and vice versa. I also am unable to change the name back to my company name as it gives this error: FAILURE :Error while fetching the organization details. Please report the problem to the system administrator, with the Error Code - 1,179,658,090,551. At some stage I added an account with the same name for testing
Mail templates for mailing out from a request to 3rd party
Hi Is there a way to create different mail-template for sending from the request to 3rd party ex ask for license string ask question to vendor etc. When they reply it will update the correct request.
update field in all contacts
Hi All, Can anyone tell me how to update an additional field in all contacts? I have recently added a multi line field called 'recieve email?' with 2 options - yes and no. At the moment, every contact has this field set to null and I would like to set all of them to yes. Is there a way to do this without having to do each one manually? Regards Dave
Different SLA's for different accounts possible?
Hi Is it possibe to set different SLA's to differnt accounts? Thanks, Gian
Category in status list not listed on homepage
Hi I have created a new category (escalated) in status list, but can not see it in the homepage Global view table. http://sc.domain.com/reports/CreateReportTable.jsp?viewFullReport=true Status List [ Add New status ] In progress Open Request Pending Running Onhold Request Onhold Stop Eskalated forwarded to 3.part sw vendor Stop Completed Closed Request Completed - sc.domain.com/reports/CreateReportTable.jsp?viewFullReport=true Anyone have a clue?
External penetration test for customer portal
Hi, Can anyone comment on whether or not SupportCentre has passed an external penetration test? We're about to put version 7007 online for our customers to utilise and I'd like some assurances that it has been tested by a third-party for security. We will be using https. Thanks in advance, Andy
This page contains both secure and nonsecure items
Hi, We run our site through a secure http connection and have noticed that when some requests load a prompt appears informing that "This page contains both secure and nonsecure items". The only way to load the request is to click 'yes' or 'no' when asked whether to display the nonsecure items. A quick check online suggests that this is due to http (rather than https) references within the page, most probably fully-qualified image references. There is a work-around of changing a setting in IE but
Customising request forms per product
Hi, I've just installed your software and I'm trying to owrk out how I can customise a request form based upon the the product that has been selected. Our products are quite diverse and we need to collect a lot of information (userid etc) for some of them in order to debug. We don't however want to show these sensitive fields for every product? Is this possible?
Contact Login
Hi All, We are just starting an evaluation of Support Center Plus and have a question about new contact information. When a new client submits a new request via email, is there a way to generate a login ID for the client? We have populated the system with known contacts, but from time to time, there will be a need for new staff to submit requests via email, and be able to log into the customer portal to view and track the progress of their request. The confirmation email is sent to the client with
SLA Management
Hi, I've been investigating the SLA management features of SC+, but it seems to be lacking something that my company finds is quite critical. As we provide IT support services to financial institutions, we need to monitor SLAs by 'response time' instead of just a resolution time. Basically, if our helpdesk receives a call from a customer, we log the call, but depending on the SLA we need to respond to the customer within a certain time period. Is this a feature that is already incorporated into SC+?
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