error when approving change requests build 7005
java.lang.NullPointerException we can no longer approve change requests since upgrading to build 7005
7005 does not install
It goes up to 100% then displays message "error uninstalling" and uninstalls. Any advice? Thanks
HotFix 7005 Released...!!!
Hi All, Hotfix 7005 is released. We had accidentally removed the license link that appears on top of every page. This is fixed in 7005. This is the only fix in 7005. 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, Vinu Sreedharan Supportcenter Plus
Contact Info in 7005
Support, Why is it that when adding a new Contact from the Account page, you can only populate the following fields: Name eMail Phone Login But if you add a new contact from the Contact page, you have access to all the original fields and additional fields? Ken
Additional fields with time hour:minute format (not date)
Additional fields with time hour:minute format (not date)
Chat in the SC+
Hi Have anyone implemented ability to chat with customers inside SC+ application?
Beta Testing Before Releasing?!?!
Details from a Previous Forum post entitled SupportCentre v7.0 Bugs MARCH 14th where the Beta test suggestion was aired..... Another waste of time.... let's hope the carnage this update has caused may help this move forward? More pressure on this to go ahead the better for all, once again not a massive job but would make such a difference, please post your thoughts Supportcenter Support - you just don't seem to get it, we are happy to test some things out for you and take some of our own time to
Please email us when Hotfixes or Products are updated!
Hi Support, Could you set something up to inform all licenced and registered users that there has been a hotfix or product release please? I think that this would be useful to everyone, as mainly we could be missing out on some great enhancements and fixes if we don't check the forum every day! Thanks Rich
TimeEntry - Additional Fields
a. numeric fields These fields does not allow the use of a decimal symbol. b. date/time fields These fields only allow complete date with time info. I expected a choice for - date - time - date & time Why? With time only field or a numeric with decimals field I can create extra time entry fields for different costs (hours remotely or hours on location) So on a report I can calculate the used hours for remote work and hours on location. With a numeric field which allow the use of decimals I would
** Important - Roadmap - Please Vote for features **
Hi all, I don't know if your aware, as it doesn't appear to be very well represented unless I'm missing something but there is now a procedure for submitting features you want within the release. Forget having put anything on the previous roadmap, this is the new way to get these points noticed. However, I can't seem to find any link to this section unless you read a post with it on, so here goes. The other issue is that anything I post with a link in gets stopped or moderated, so to get this post
7002 - 'Last Updated' Severe Issue
Hey Hey, I seem to have an issue where the 'Last Updated' Field is not being updated. Steps to Reproduce: 1. Create a New Request 2. Wait 10 minutes (to ensure a notable time-difference from creation), change any item within the request, or reply to the request. 3. If you Responded to the request - it is noted. Only the initial 'reply' is recorded. 4. From the 'Requests' tab - -note that the 'Last Updated' column does not change. It reflects only the Request creation date/time. Environment: DB: Microsoft
Re-Deploy 7005
Evening, While deploying 7005 to my POC (Proof of Concept) environment, I mistakenly applied it to an older copy of the database than I intended to. It did apply successfully. As a result, I restored a fresh backup of my Production SC+ database to the POC environment, and attempted to re-apply the update. This did not apply successfully -- I received an error indicating that the Update had already been applied. This statement is true -- in that the filesystem would be @ v7005, but the DB is currently
More Fields Please
Need the ability to add more fields. Right now we are limited to what we can have and as a result Admins must choose between what stays and what goes.
Status PDA web interface
I was wondering what the status is off the web interface for PDA's. When we decided to go for the SupportCenter Plus software in december last year, according to your sales team the release was scheduled for the second quarter of 2008. Regards, Marcel Harberink POS Systems Support
After upgrade to 7002 some requests is not accessible
Last night I upgraded to the 7002 version. In all Requests-queues there are some requests that is not accessible. When they are clicked the Request-page are refreshed instead of showing the request. When choosing Edit the original request is showing. Still there is not possible to read and reply to responses. I have not found any pattern, but it seems to apply to all requests that the contact has replied to through mail. Now it is not possible to uninstall the patch and there is some updates since
Customer Portal
The link that is sent to a requester as part of the reply email has a link to the customer portal so that the requester can track the issue. However, when I hit this link and log into the customer portal as that requester, I can see and edit EVERYTHING! ... no good. I could not figure out how to assoicate the SDGuest role with the requesters. Please advise. Regards, Peter
Screen Layout After Service Restart
It seems that when we stop the 'ManageEngine SupportCenter Plus service on the server and then restart the service, the screen layout of SupportCenter is off-center. The only way I have found to resolve the problem is to actually reboot the entire server. Is there any kind of a fix/workaround? Perhaps there is some other services that should also be re-started? Thanks, Mike
Changing the title of a report
Hi. Is there any way to change the title of a report once it is created? You get the chance to enter the title when you initially create the report, but then I can't see where I can change it later? Also, when I open a standard report and do Save As, so I can make adjustments and use it as my own report, I can also not change the title which would be meaningless to the new data in it. Is there some way I can copy existing reports, and re-title them? Also, I read the Admin Guide and it mentioned a
Show Product field in Open Requests list
I want to show the Product and Product Type fields in the list of "Open Requests" in the Requests page. I have clicked on the column selector on the RHS, however these fields are not available for selecting. It is important for both the support reps and the contacts to see these fields. Am I missing something? How can this be done?Thanks
Recovery time of critical errors
Hi I am not amused at the long time critical errors to be corrected There are critical bugs in Version 7 since february, (8 weeks (Hotfix 7002)) and no resolution are available. :-( the response time are to long... tip: make a hotfix for critical bugs martin
How can I use different costs for a customer?
I have different customers with different costs per hour. For one customer I have a cost for working remotely and a different cost for working on location. How can realise this in SCP 7002? I tried to create two contracts for a customer, but that is not allowed.
Contact/Account problems
Hi Guys, It has been brought to my attention that a lot of support logs we receive have no account associated with them, is there a problem in this area? Also when I went to check on a particular contact in order to update his account information. Each time I try and set his account I get the following error: FAILURE : Login with same name already exists. Please provide different value for Login Name The only thing I can imagine is this is the web portal login, but whatever I assign in here makes
integrate the SupporCenter with my business site
I would like to integrate the SupporCenter to the site of my business site. I would like the login screen was within my site and redirect to SupportCenter happen only if the username and password are valid. Does anyone know if you can tell me? And How?
Can a contact to be associated to more that one account or s
Hi support. I've decidied to use your tool and I'm evaluating it now. I've got a problem with accounts,subaccounts and contacts. In my company, we work with partners. These partners have custumers and a partner technician normally report us all requests from their customers by emal. We receive requests from the partner technician from the same e-mail adress , but every request must be assigned to a different account. With version 7 I've used the subaccount functionality. I put the patner technician
Option group contacts
hello, I have a problem with support center plus, I would like to know how to send email to several contacts at the same time? I do not see any group option... - I use the version 7 with a service pack 7002. At the moment, I click on the contacts tab, I search the contacts and I click on it, then I click on email address, I type a text and send it, but sometime I must send email to several contacts (20 and more). Actualy it is very long. thank you in advance best regards nicolas
Major issue with reports post upgrade
I am having a major problem with reports, in that I can create a new report but when I try and save it I get a failed error (see attached image). This is a big problem for us because we generate our billing from a request report. I have also found that at least one of my v6.5 reports did not run after the upgrade to build 7002 and when I tried to edit it and save it got the same error. This report is still listed in the reports list but will not run, and the "Delete" link is missing so I cant delete
Requests Birds Eye data
I was looking at the overview graph on the Global view tab. While it shows quite clearly the number of inbound tickets I was thinking it would be nice to see here the number of closed cases as well. So at a click you could see how many tickets were created and closed, without the need of reports. I think this would give a good overview of how the support team were dealing with tickets on a given day or week David
Reporting Issue: Unknown column name : Support Rep
Hi, I am trying to run a simple matrix report to show the number of Open calls against the Support Rep and Category. I had this report running fine until I upgraded to 7002. I deleted the report as this was giving incorrect data, when I recreated the report I get: Unknown column name : Support Rep Please help Thanks
Mail sending fails to single address in own domain
Hi, I am consistently getting Exception while trying to send notification for Request ID : 647 Mail sending failed. when forwarding an email in Support Centre Plus (7002). The weird thing is that it is only happening when sending to one particular email address, and that email address is in our own domain. We have previously been able to forward to this address from within SC+ (it has only stopped working since the weekend), and the email address is still working okay (we can send to it from other
Enable Support Rep to Selectively Show or Hide Conversation
Hi, I have added what I believe to be an important enhancement request to the SupportCenter Plus Roadmap. Without this enhancement my company is unwilling to make the customer portal available to our clients for online access. Please check it out and give it a vote if you agree. Thanks, Jeff :)
Improved Customer Portal
The Customer Portal needs a makeover. There are many problems with the existing setup, including: 1. You can't edit all colours. 2. If you hide links, the word Links still appears 3. You can't reset back to default colours. 4. It should be a complete web page, not half. It is also generally un-professional and messy.
Sorting of Drop Down Lists
Not sure if this is a feature request or a bug. It is frustrating that when using the differnet dropdown lists in this application some are sorted alphabetically and others are not. Can you please either sort alphabetically or give us control over the sort order?
custom actions changing the status of request
I would like to be able to set-up custom actions that automatically change the status of the request. For instance, when I respond back on the request and if I need more information, I would like to create an action called Need More Information, that would allow me to write the information that I need from customer and also places the status of the request from open to Need More Information, rather than having to change the status manually after a reply has been made.
Reply and Forward buttons at top of conversations
When replying to a conversation it is frustrating to have to scroll through the entire email before being able to press Reply or Forward. It would be much nicer to have these buttons at the top of a conversation to save scrolling through the email.
Integration of SupportCenter and Service Desk
We are interested in using SC+ for managing requests & incidents submitted by external customers via the web portal or email. Meanwhile, we are interested in using SD+ for managing work related to the customer's request plus all other ITIL tasks (change, asset, etc). Our questions are: Can we "combine" SC+ and SD+ into a single app and database? If not, what would you recommend to integrate the two app and data? Thanks H
Reporting in SC+ 7.0 Using Account Manager Field
Hi, I am waiting for hotfix 7004 before I upgrade our SupportCenter installation. However, I did want to confirm in a bit more detail the reporting enhancements being introduced in release 7.0 that allow you to report using the Account Manager field. Once hotfix 7004 is out will it be possible to use the report wizard (as against using the custom query option) to build a report showing requests grouped by account and filtered by the Account Manager field? Will it be possible to add the Account Manager
Cant login to supportcenter
Hello, We have a huge problem. We cant login to our supportcenter. We get the loginscreen, but after we enter username and password all we get is a blank screen. Quick help is greatly appreciated. /Anna
Duplicating Requests with PNG attachment results in 0k file
One of our users recently tried to duplicate a request which had a PNG screenshot attached. The new request was duplicated as expected and the attachment was present. Unfortunately when trying to open the PNG file in the duplicated reqest nothing is displayed. Whilst debugging the issue I found that SupportCentre has made a copy of the attachment and placed it in the attachments folder for the new request. Unfortunately this file has a 0K size and contains no data. Can someone please confirm whether
Integration of SupportCenter and Service Desk
We are interested in using SC+ for managing requests & incidents submitted by external customers via the web portal or email. Meanwhile, we are interested in using SD+ for managing work related to the customer's request plus all other ITIL tasks (change, asset, etc). Our questions are: Can we "combine" SC+ and SD+ into a single app and database? If not, what would you recommend to integrate the two app and data? Thanks H
Automatically assign new contact to an account
You should be able to add a list of email domains against an account. Then when a new contact registers an issue then if their domain matches one listed against an account, then they should automatically be assigned to that account.
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