Roadmap - Vote For Features function
For those of you that don't know to get your previous forum posts that were put into the roadmap actually in the product you now have to log them again in the voting function. Please see the items here and vote http://roadmap.manageengine.com/index.php?category=SupportCenterPlus Could SC+ put this, or one of their own posts as a sticky at the top of the forum so everyone knows that this feature actually exists please, no point having it if only the diehard know about it. Besides I've spent all morning
Error during data restore
Hi, We are having troble restoring data from our old server to a new installation. This is the output i receive: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ==================================QUERY = INSERT INTO requestcharges (REQUESTCHA RGEID,WORKORDERID,OWNERID,REQUESTCHARGETYPEID,DESCRIPTION,HH2COMPLETEREQUEST,MM2 COMPLETEREQUEST,AMOUNT,DATETIME,EXECUTEDTIME,ADDCOST,EXPORTED) VALUES(982, 155, 329, 3, N'Fels+�kt l+�ngsam dator.
CSV Import information
We have our own custom written application that can use supportcenter for the support side of the organisation (using CSV exports) We need to know a couple of things first. First we need to find a way to enable/ordisable logins for contacts programmatically (likely through sql statements). This would be nice to have in the CSV import, but we can do it if you provide the table and field location. Second, we need to get a list of the fields that can be imported using the CSV. Kindest regards Jeff
Use of certificates in login process
It would be a good idea to allow all users login with a certificate.
Additional Fields for the Notification Templates
When creating the templates for the various notifications, there are a couple of fields that are missing. In particular, the Requesters email and Requesters main phone. The mobile phone is there, but not all contacts have one listed. We work from Blackberries when out of the office, and it would be quite helpful to have this information in the email notification so we can contact them without having to login into the system.
Reports Blank
We recently upgraded to version 7002 and now both a newly created report and a saved report come up as blank when they are run directly from the reports menu. The other reports we have display correcty, but I cannot get this report to work correctly. I have tried deleting and recreating it with no help. It is a Matrix stye report based on requests. Additionally, if you edit the report and change a parameter they run correctly one time. However if you save the report, and try to run it from the reports
Can't save report
I meet a serious problem. Since i upgraded to Hotfix 7002, i Could not save any more report. :cry:
Issue with Hours Remaining
We are currently evaluating SC Plus, however we just hit the first major problem i.e. we got no clue of how to create a weekly report for all contracts with the following criteria: remaining hours field contains a negative value a time entry was created during the past week Regards, Jonathan
The system is opening services automatically
After defined Filter Spam to block undesired mails the system started to open services automatically (more then 1000 in a 30 min.) We tried a boot but the system continues to open automatically.
Unable to Create 'Support Package'
Another issue popped up. While attempting to self-diagnose the 'Last updated' issue, I attempted to create a support package. Although SupportCentrePlus indicated a successful creation of the package, I received the attached error when attempting to download it: HTTP Status 404 - /support/mstevenson/ type Status report message /support/mstevenson/ description The requested resource (/support/mstevenson/) is not available. Apache Tomcat/5.0.28
SC running at IIS
Support Center should be alble to run at IIS
Product in incomming mails SC+
When the account is configured with a product, and contacts. It seems as when there is incoming mails from the contact it doesn't look in the Product. We need this for Business Rules! Is it fixed in a new version? Currently running on 7002!
Converting Web Server from Tomcat to IIS
Hi, I'd like to covert the default tomcat web server to use my IIS server. Are there any guides on how to do this? Cheers.
Backups Failure
I have scheduled backups running every night...I have 20 devices each day I come in there is an inconsistent amount that fails. One night there is 1 failure, next day there are 13, then maybe 0. Does anyone know?
Can we customize scheduled reports?
We have Opmanager build 7025. We found that the scheduled reports give us only Avg, Min and Max values for the period of time. It's not enough for us. We need more details. Is it possible to create new reports and use it as scheduled reports? Thanks!
Can I assign a call to multiple technicians?
Is there a way to assign a call to more than one technician?
How to Disable/Enable Email Fetching Programmatically?
Hi, As part of the scheduled backups I am putting in place for our SupportCenter Plus installation I want to be able to disable and enable email fetching programmatically. Can anyone provide details of the SQL logic needed to update the SC+ MySQL database to switch email fetching off and back on? The idea is that the backup script I am creating will first disable email fetching before the SC+ archive file is created. That way, if I ever need to restore the SC+ archive file after a system failure,
Asset Relationship Problem
Servicedesk Plus gather some information about Assets but there is a some wrong information .. Its say " Used by User " but Its gather Department information from AD not User Name Ver. 7012
Release 7002 - Some Requests Won't Display
Hi, I have been testing SupportCenter 7.0 (build 7002) and encountered a problem with viewing the contents of some support requests. I have reported it to AdventNet support but I was wondering if anyone else has seen this issue? The background is as follows: - I upgraded from 6009 to 7002; - When I log in and go to the Requests tab I find that many of our support requests won't display when I click on the Title shown in the Request list. - The page clears briefly and then redisplays the Request list.
Problem- and Change Management ?
Hello there, just wondering if and when these features will be included in SupportCenter ? It would be good to have such, just as ServiceDesk Plus has. Thanks, Avon
MySQL 5 Support?
I was wondering if anyone knew if SupportCenter 7 now supports MySQL 5? I know the previous versions have only supported variations of v4.
How is the 'Account Cost' Field (Accounts) determined?
Hey Hey, Within the Accounts section, there is a field named 'Account Cost' (Just below 'Annual Revenue') -- How is this field determined? You cannot manually edit the field, so I assume it is determined by data entered elsewhere. Can someone please help here? Thanks, Matte
SC will not install
Hi, When trying to install Vs 7(on a Small Business Server), the setup program will only de-install 6.5 and will not run as an actual install. Can someone tell me if certain files need to be deleted in order for this to work? Thanks in advance.
Feature Request - Client Password Database
Hi Support, Can you please add this as a feature request: The ability to securely store user names and passwords to access clients systems. Perhaps under the account there can be a Passwords section where you can enter credentials for specific client systems.
Crystal Reports
Is it possible to use Crystal Reports to create our own reports against the SupportCenter database?
Bug still exist in Hotfix 7002 (French language) URGENT !!
Hello, When we try to planify a report we still have an error message "provide a name for the document" in french language only. In other hand could you please tell us if you plan to intagrate multi mail account for a contact ( for example : claurent@cylande.com;xxxxxx@cylande.com;etc..) ? Best Regards.
Forward Button in request view
Forward Button in request view. Hello i want to know if it's possible to see the mail when we use the button "Forward" like when we use the "Reply" button in the request view. In our version when have change the translation in french we have replace Forward by "Mail hardware Support" and we want that this mail appear visible in the request . Is there a simple solution ?
Bulk update of tickets corrupting data
When we bulk update tickets, all the custom fields values all go to -1. The ticket also gets bolded like it has not been opened.
Sort Solutions by date
I would like the ability to sort solutions under each topic with the newest date always being displayed at the top of the list. I use Support Center to distribute software releases to my customers and I would always like the newest files/solutions to be at the top of each list.
Spam Filters
Hello, We have found that your Spam filters are not robust enough to meet all our requirements. Would you consider enhancing the Spam filters to work in the same way your Business Rules work - ie having multiple rules based on an organized order? Thanks, Mike T
V7 bugs/issues
Since the update to V7 I have noticed two more bugs/issues: 1. While typing emails when the autosave feature happens the cursor hops to the bottom of the email and continues your typing down there. 2. The auto save feature also refreshes the main screen, I could start an email reply to a customer and then try to open a quick create call for another customer. If the auto save kicks in on the email before I save the request I loose all the details in the quick create. Could anyone also confirm the
Hotfix 7003 released...!!! - Reverted
Hi All, Hotfix 7003 just got released. Please download the build/hotfix from here : http://manageengine.adventnet.com/products/support-center/download.html The list of issues fixed in this hotfix is available here : http://manageengine.adventnet.com/products/support-center/sp-readme-7.html Rgds, Shihab Hi Everybody, Since there were some issues (duplication of report entries and secondly time entry issue) with the 7003 hotfix build, we have reverted the same. Customers who have already downloaded
Feature Request - Save and Close button
Can you please add a "Save and close" button on the resolution page? At the moment if we want to add a resolution and close without a notification we have to save then go into the request and click action>close without notification
7.0.0-SP-0.2.0 Patch duration
product: Support Centre 6006 I have been waiting several hours for the patch listed above to finish on my server (Windows 2003). How long should I expect the patch to take? Are there any logs I can consult for progress information? I need my Support Centre up-and-available for my customers but I do not want to stop installation part way through.
How to delete contract
How can I delete a contract? hey are not working properly so I would like to detach them from accounts. When I click on delete, it says the module is in use and it can not be deleted. FM
Nightly Crashes
My installation of Support Center has just started crashing overnight. The installation has been solid up until this point but over the last two nights it has stopped working. The service is running but webpage is blank. The SC icon - status running
Importing requests
Hi, Is there a way to do an one-time import of requests (for example, when migrating from another support product to SC+)? Best, Dajo
Reopened Requests
Hey Hey, Is there a way to report or notice which requests have been Re-opened (after close)? We often close requests after delivering what we believe is the solution, however sometimes there are followup actions afterwards, where the customer will reply to the original 'CLOSE' notification email. We need the ability to be aware of which requests are re-opened, or a method where SC+ will Create a new Request after the close (if the case is responded to), and link/notify to the original request. Thanks,
Feature Enhancement - Solutions
I would like to request the following feature enhancements for Solutions. Anybody else that would like these feature enhancements please reply to this post. 1. I would to assign permissions to all levels of topics and not just "Topics Root". 2. Allow the administrator to set the Accounts that can have access to a topic from the Solutions window. Next to "New Solution" and "Managed Topics" there should be a permissions button that allows you to assign accounts to the selected Topic.
Italian Language on SupportCenter Plus
I think that is important insert in the road-map the localization in Italian language. Thanks Stefano
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