Backup and restore across linux servers
We are running SC+ 7002 on a linux server We have run the backup script on this main server We have installed another copy of SC+ on another linux server We are trying to restore the backup to this second server (to test that the backup and restore works) However, we cannot get the restore to work. We get the following: root@ubuntu:~/AdventNet/ME/SupportCenter/bin# sh restoreData.sh -c Backup_scp_7002_06_19_2008_23_24.data *********************************************************************************
Accessing requests directly through the URL
Hi, We've found a situation whereby users have been opening a request in SupportCentre and then modifying the URL to get to another request. Whilst this correctly prevents them from accessing requests they don't have the rights to view, it has caused a problem when a request has been merged. To explain fully take the following situation: 1. Request raised, ID 10 2. Request ID 10 duplicated, ID 15 3. Request ID 15 set to Awaiting Response 4. Request ID 15 merged with ID 10 5. Request ID 10 closed
Asset tracking in SC Plus
We're a managed service provider trying out SC Plus 7 to support our external clients. One of the features I don't see is asset tracking, for example software licenses. I know there is a way to manage ip resources with ManageEngine, but is there anything to help with non-IP resources?
Auto update support logs via email fields?
Hi, I asked this one a while ago..... Is it possible for an email to fill more fields on a support request. Currently we have most of our requests coming in via email but would like to post from our own website of give options in an email that would then auto update fields on the support request form. For instance: [category="Workshop"] [product="Navigator"] etc Thanks Simon :)
Question about backups
Hi I am wondering if the backup option is just backing up database data as opposed to product configuration data or does it backup everything? The reason I ask is if I need to go over to a duplicate backup machine for redundancy purposes. Would you be able to restore feature in Linux if the backup as made in Windows? I know that the Windows backup creates a *.bat file as opposed to a *.bin file. Is it possible to convert this somehow? Thanks, Gian
Data Migration (Request details from another system)
We are going live next Monday, and I need to migrate the Request details from a Siebel OnDemand CRM database to SupportCentre Plus. I can export the data from Siebel, but was wondering whether I can "import" the request details into SupportCentre Plus. Has anyone does this, or know of any data migration tips? Thanks.
Theme option ins SupportCenter
Hi Is there a option to change the theme of SupportCenter, colors etc? Thanks, Gian
how to install Advent Support Centre?
Hi, I am new to advent support centre. Is there any guide or documentation on how to install and configure it?
Copy Report
Hi, how can i copy a report? I want one Report with many diffrent filters but i could not find to copy them. When i save the report the old one is renamed to the new report with the Options i entered. Any hints? Yours Oliver
'Reply' button for contacts
Reply from Customer contact is unavailable for both request and emails thread below.
Contracts table information in SupportCentre Plus
I would like to add the Hours Spent and Hours Remaining (from the Contracts screen) in a report. There are no standard reports for the Contracts information, but I was wondering if someone could give me an SQL to let me know the table and field names that hold this information. If anyone know, could they provide the SQL to create a report to show Hours Spent and Hours Remaining, grouped by Time Entry Type? Thanks.
Assinging time or hostory report
Hello everyone, I need to create a report where says the time between a case is created and it's assigned to some Support Rep. The only place where I can see this information is in the history section. Is there any way to make a report of this? And if is not, Is there any way to make a report where appears de history? (or export the hole history). This is because my SLA are about the amount of time between the customer ask for support (send the email and creates the support case), and we started
Product Roadmap
Hi, Can you provide an expected list of features (hopefully not just bug fixes) and anticipated release date for the next SC release? Thanks again for all your support - nice job on release 7007! Regards, Mike
Long string in message breaks the screen
Long disclaimer string in the message which is automatically added to the message on the mail server, breaks the screen when message is parsed as a request in SC+. Still persists in 7007.
Cannot save edited report (templates)
I edited an existing custom report. I changed the layout and after I was sattisfied, I wanted to save it as a template. But the "save" button doesn't work. Then I tried to create a new custom time spent report. I can't choose a value for the advanced filtering i.c.w. column name = "account" and criteria "is". Internet Explorer 7.0.5730.11 Firefox 2.00.14
plus has as to carry through inventory of desktop with servi
plus has as to carry through inventory of desktop with servicedesk. it must have one I modulate that it makes the inventory management easily.
Title of new custom Matrix Report
I have 7005 SupportCenter Plus, however when a create a new custom Matrix Report and enter the title, it still appears as Untitled on the report. We go live in 2 weeks, and we must provide these reports to our customers. Can anyone let me know when this will be fixed? (I am unable to create a Support case at the moment - it keeps telling me that I am entering an incorrect Validation Code, when I am not!? Many thanks,
Searching SubAccounts in 7005
Support, Not sure if I missed this in earlier 700X builds, but when searching Accounts in 7005, it will not return SubAccounts that match the Keyword. Ken
survey - supportcentre plus (build 7005)
I've noticed very serious problem with a supportcentre+ (build 7005) that's the example: "this.is.test:0000/sd/SurveyDetails.sd?surveyMode=newSurvey&surveyID=000&userID=0000" This is the link to our survey The problem is: when you remove link to the survey from the address, and leave (example) "this.is.test:0000" you will be prompt to login page and admin page. This is a major issue which compromise our security, any ideas, suggestions?
Home page not loading correctly
Hi, We've held-off upgrading our system which is currently running 6500, and this morning we've found that the home page doesn't appear to load correctly. Undoubtedly it's data-related as this used to work but if anyone could point me in the right direction I'd really appreciate it. A screenshot of the home page is attached. Thanks in advance, Andy
SupportCenter and apache 2.0
Hello, Does any have some info about setting SupportCenter (jboss) working with apache 2.0 . i'm trying to configure a mod_jk but its not working well. best regards
Standardizing Request List View for all our contacts
Hi. We are about to go live in 2 weeks, and I am wondering how I can standardize the Request List view of our Contacts and Support Reps. We will have hundreds of contacts and it is important to me that they see specified fields in a specific order on the "Requests" page. Does anyone know how I can standardize these grids. Thanks.
Public notes by default
Hello, Does it exist a way to change the default value of "ispublic" when adding a note. We want to set it to true by default. Best regards.
Support Team status
It would really be great if even if you have set "Keep me signed in" at the login page it would make the status of the Support Team rep to Out if the webpage is closed or the computer is shut down.
Is SupportCenter Plus suitable for Hotels
We are a hotel chain and need a centralized guest management software for logging all issues faced by the guests during their stay at our properties. The issues could be related to the facilities not working at the hotel or issues related to services not being up to their expectations. Just wanted to know if Support centre Plus would be an appropriate solution for handling this scenario.
Report on History of calls
How can I generate report on history of request . We have added new "Status" tab "Work In progress " to monito the response provided by engineers to the users. Call Coordinators log the call assign it to engineer and keep the call in "OPEN" Status . After that engineer view the call and change the status to "Work In progress ". By which we can record the response time by the engineer . Require to calculate the response time via the report tab..Kindly help...
Modifying the tasks form
Is there a way (through the SC+ interface) to modify the tasks form? I want to reference a specific client/account in the task.
Scheduled reports are not created
It was working fine until yesterday. Then stopped working. I am sure if you take over with webex then you will delete them and recreate then it will work but it is not the issue is it.. why is it stopped working? SC+ has not been reliable so far. Etoptas
Title of new custom matrix report
I am trying to create a New Custom Report, matrix style. I enter the title, click "Matrix Reports" and click "Proceed to Report Wizard". In this screen, the title is recorded as "Untitled" rather than my title. When it saves, it keeps this "Untitled". How do I get the system to remember my title? I am on build 7002 fyi. Thanks.
Account Information not applied
Scheduled reports and requests created by contacts who are not within the system does not get account name applied. I have couple of scheduled requests runs everyday at 9 but account name is not added to these requests. The only way to add it is to open the request and click on CHECK NOW link. Second, with contacts who re not in the system, after approving the contact, the account information again can not be saved. Etoptas
after update 7005 supportcenter wont start
We upgraded to update 7005 yesterday and know we cant access supportcenter at all Any quick response it greatly appreciated. /Anna B
Web site integration
I have SCP integrated into my web site and this looks good and is an invaluable tool for my customers, but require the ability to customise a couple of things. I need to remove the left bar which contains SEARCH and RECENT ITEMS. i cant see how to do this. This LEFT PANEL is pretty irrelevent as there are links in the other areas of the page to achieve the same thing and makes the page unruly. Please advise.
Requests page View with Account Manager login
Hi, I'd like to know if it is possible to select on the requests page view the account isname for the requests displayed. How I can do that? This is important because my account mangers have more than one account. Thanks
Inaccurate reporting
Hi, I have some differences between the information that i get from the report that I run in comparison to the filtered information that I get. Running simple matrix query with Support Reps down the left and Groups across the top I get (simplified) 11 Support Calls and 2 Warranty Calls. I also have a Filter of "Call Status" "Open" and my date range. If I then use the filtering tool, either from the Home Global View or by Group and then filter the Engineer and open status, I get 9 Support Calls and
HotFix 7004 Released
Hi All, Hotfix 7004 is released. Details available here : http://manageengine.adventnet.com/products/support-center/sp-readme-7.html Please download the hotfix from here : http://manageengine.adventnet.com/products/support-center/service-packs.html Regards, Aravind Kumar.S Supportcenter Plus
Installation errors - need help
I am trying to install Support Centre Plus on my server (Windows small business 2003) and during installation am getting the following errors: "An error occured while configuring the web server" closely followed by "Unable to install as a service" The install then proceeds and seems to complete, however nothing works. Any suggestions. I can run the program off my XP desktop PC which is also connected into the server, but cannot run the application from the server itself (which isn't much use to me)
Hotfix 7007 released...!!!
Hi All, Hotfix 7007 is released. This hotfix will solve the problems which some customers faced during upgrade . Details available here : http://manageengine.adventnet.com/products/support-center/sp-readme-7.html Please download the build/hotfix from here : http://manageengine.adventnet.com/products/support-center/download.html Rgds, Shihab Muhammed
Receiving a Support request from a form on a website.
Hello, Could you tell me please, is it possible to place a support form on a website and after the customer enters his data and press the Send button - after that it will be added to our ManageEngine Support system? Thanks for your help!
I moved for build 7005 and it does not have Portuguese langu
I moved for build 7005 and it does not have Portuguese language. we need the Portuguese language. I wait briefly
Is there an easy way to undo merging of requests
Hi I am a newbie to supportcentre+(only run it for a month) I did mess it up and by a mistake merged 2 requests. Is there an easy way to undo it? I have tried the "split"function, but that do not bring the conversation and timespent back. There is a lot of conversations and hour spendt in these two logs. Help :oops:
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