Cannot access webportal using /sd/SolutionsHome.sd
Hi, when I try to access the web portal I receive the following error: Authorization! Access this page has been disabled.. You are not authorized to view this page.. Can you please help? Thx
User Log-In Registration
I would like to have a feature that would allow new users to register themselves into the DB of SC+, and thereby be able to generate support requests or browse the KB. (Much the same way that I registered for this forum.) It seems the only way to add them presently is for me to manually add them as a customer, but we sometimes receive inquiries from clients pre-purchase. I also don't want to have to manually generate log-in's for every customer that we have (1000's) when only a small % will actually
SupportCenter 7 released...!!!
Hi All, SupportCenter 7.0 is released...!! Thanks for your patience during the last few weeks. We know many of you were waiting for this build for a long time now. We could not release it earlier due of some critical issues that appeared in the very last minute. We thank everybody for their inputs they provided for the release. Now, for the details. The list of features/issues addressed in 7.0 : manageengine.adventnet.com/products/support-center/sp-readme-7.html Here are some IMPORTANT INSTRUCTIONS
Slow responses
Hi Support, I have noticed that with the increase in the volume of data that we have within the database that the response time, particularly when going to the home page where the default is show all open calls, takes some time to come back. I have seen others mention that they have issues, you respond with a request to connect to the system and fix this, which you do, and the next forum post shows the customer replies saying thankyou. We are an experienced database and software development house
Selective Surveying
It would be a really useful tool, if we could target specific customer or contacts with a Survey. That'd give me the ability to design Surveys with specific questions in relation to specific customers and contacts. And I'd also be able to use the feature to make polls within our own supportstaff. :D
Ability to send Request attachements to contacts
Is it possible to be able to send request attachements to the contacts? There's a whole bunch of scenarios that makes this a great feature 1. A contact would like a quote, the request is created and assigned to the quoting department who complete the quote and attach the quote to the request. The request is then send back to the support rep who verifies the quote and sends it to the client within support center including the attached quote. This way all client communication is held within the request!
Interoperability between SupportCenter and Service Desk
We are running ServiceDesk plus (SDP) for IT support and another area of the business is looking to use SupportCenter (SCP) to manage their customer service issues after seeing the positive impact we made implementing SDP. They would be on seperate servers and using different mailboxes for pickup and delivery so no conflicts there, but both systems use the same request number structure with ##no## in the email subjects don't they? The issue comes when the customer service team forward an issue to
Version 7 HTML Carnage !!!URGENT!!
Every email we get in with formatting gives the HTML Code. When the Support Representitive gets the message it also contains the code. Please note CUSTOMER INFO used to delete sensitive information Assigned - CUSTOMER INFOhas created a call with a subject of FW: CUSTOMER INFO= "urn:schemas-microsoft-com:office:office"> class=064425608-13032008>Hello, class=064425608-13032008> Can you see the below Issue from CUSTOMER INFO class=064425608-13032008> size=2>-----Original Message----- From:CUSTOMER INFO
No more foreign language
Hi to all, I moved from 7000 directly to 7002, BUT, I cannot get back to French language, am I missing something guys?
Requests do not wrap text to the window
Dear, this bug is still present in SupportCenter 7.0. Is there anything we can do about this? With kind regards, Slvdn. Matte.Stevenson Post subject: Requests do not wrap text to the window Wed Jan 30, 2008 5:21 pm Hey Hey, Some customers emailed Requests seem to break the window wrapping when displaying text. This problem means that we have to scroll the window to the Right in order to read the full body of text. This also occurs when we enter a body of text within a free-text 'Additional Field'.
Product - Option to mark inactive/obsolete
I would like the ability to mark a Product as no longer in use. This would make it no longer visble in any drop down lists, but would retain the history. Currently, I create a Product for each software release. Once a new release is available, the previous one could be marked as "no longer in use" and wouldn't show up. I have created my own Additional field, but this doesn't affect the list and I can't use it in creating reports against accounts.
patching supportcentre via console access (linux)
Hi Tech Support Our company just purchase the license for Support Center Plus (SCP), our server is using Linux Centos 5, and we hosted the server in one hosting company the Support Center Plus is running well, but since there is a patch, I try to patch the SCP right now I only have access via ssh to our server in the hosting company here is the step that i've been done to patch the SCP I try to stop the SCP using sh shutdown.sh -S and it is succesfull then I try to apply the patches using sh UpdateManager.sh
Can't View Accounts In Request List
Support, I have tried again to upgrade to both 7001 and 7002 (found on your archive site). When looking at the Requests tab, none of my requests have an Account listed. It just shows - . This happens with all the different default views under "My Groups" and "Requests". The custom views that I have created under "My View", show the Accounts in the list. Although, if I create a new custom view that is identical to one I already have, it will not display the Account. In addition, if I view the Request,
Rollback from 7.0 to 6.5
Support, How do I roll back? I have found way to many issues with 7.0 that are causing me grief. Am I stuck using the backup I did prior to the upgrade? Or can I roll back using the current databse? Ken
Hotfix 7001 released...!!!
Hi All, Hotfix 7001 just got released. Thanks for your cooperation during this period. 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, Vinu Sreedharan
Hotfix 7002 released...!!!
Hi All, Hotfix 7002 is released. This hotfix has some important report related fixes. Please 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, Vinu Sreedharan
How to remove quick ticket from contact home page
Hi, Is there a way to customize the contact home page so either the quick ticket option does not appear or force the contact to use category and priority as mandatory? Now that I think of it it would be great to remove some fields also. Thanks!
Fundamental issue with custom views / reports
If you create reports and custom views using filters and then go and change the name for example of a group ALL the old custom views and reports no longer function correctly. SC+ does not update the tables with the new group name requiring every report and custom filter to have to be updated. This probably also applies to Contacts, Accounts, Categories, Request statuses, priority and lots more. Anything where there is a dropdown list to select from the filter should get properly updated should the
Business rule
Hi, I make a rule like this: subject contain "test" and add it then subject does not contain "hello", then it will be subject does not contain "test" or "hello" Why
Business rule
If I want to move a request to an item I have to move it to category first, then sub category an at last move to item. If I have only choose "move to item" i get error code 1 205 058 314 296
SupportCentre v7.0 bugs
Hi, I've been through a fairly comprehensive UAT test of the v7.0 release yesterday and here's a list of all the bugs I've found. I apologise in advance if you're already aware of them but I thought it best to reiterate them rather than miss them out. They're hopefully grouped logically and not by order of priority: 1. Reports: 1.1 Matrix report: Once the report has run and the matrix is displayed, the tooltip does not disappear regardless of where the mouse is moved 1.2 HTML graphs still aren't
No notification or very late email to Watched Forum topics
Vinu etc, could you check for me please on the notification to watched topics when a post is made. I received a notification to Ken (Paces) note, at 20.52 last night (GMT) after his post at 20.47 on the SupportCenter 7.0 Released post However I seem to be missing posts from yourself, like the one logged at 8.57 this morning, on the same post the time now is 9.46. I'm not sure why this is but I find this happens a lot, even to a point where I don't get them at all and find posts I am watching have
Report- Option to Separate reports into different files
When doing a report on say "closed requests per account" it would be really handy to have an option to split the report into different files so that that each account will have its own file.
Time sheet Approval module
It would be great to have a timesheet section which shows all submitted time sheets with a billing status that is separate to the request status. The request is closed from a technical stand point but not from a accounting perspective. The idea is that the management/accounts team will have a list of all entered time sheets for a period and have a simple approve/deny button that will approve the time sheet. They should have the option to edit the entered time sheet, weather it be the wording etc.
SupportReps able to also be Contacts
In a large, enterprise IT organization, you will have multiple IT departments create support requests for each other. You will have the Server Management group request of Network Admin static IP addresses, DHCP settings, VLAN changes for servers, etc. You will have the PC Admin group requesting to the Windows Domain Admins changes to computer accounts. In any sizable IT organization, you will have SupportReps needing to submit tickets, as themselves or on behalf of their respective departments, to
Cannot change engineer name and email address
Hi, I have 5 engineers (I am the admin) and I cannot change my email address which I really need to do. When I log in as another engineer (who I also made admin) and goto "Support Reps" and then edit my account, the software crashes. Even after a clean reboot of pc and server and emptying IE cache, I cannot edit my details. Please help Thx
Request time
When I look at Requests start screen I see date, time, title etc. The time is formated with AM and PM, but when I go inside a request the format is in 00-23 like we have in sweden, is it poosible to change the start screen time format?
Reports
When I choose this week (10), i get tomorrows date 10/3 until 16/3, week 11. I live in Sweden and the week starts at Monday. If I choose last week it says this week, week 10 3/3 - 9/3. If I choose today it says the correct date.
Support Rep isolation
Hi, I'd like to have a support rep completely isolated from anything but the group they're setup for. I've done this though group and role management successfully execept for one thing. The support rep can still see the license link and view who the program is licensed to and how many licenes are active. Also, the user has the option to click the Browse button and 'possibly' apply a new licenese. Is this something that I can remove from the support reps view with another configuration setting? Thanks,
Service Level Agreements
Dear, at this moment it's only possible to setup "Resolution Time :" in the Service Level Agreements. We would like to configure escalations based on "Start time". To achief this we need an extra field in the criteria box, the ticket "Status" criteria. Can we setup this by our own? Thanks in advance. With kind regards, Selvedin.
Mail server can't fetch
Hi, I having a problem with mail server. Now, mail server can't fetch. Because, Support Reps can't reply from their mail box to SC+. Who can help me, please? Thank you very much!
Cant change Administrator Password
Hi, Whenever I attempt to access the properties of the Administrator (Support Rep) account, I receive the following error: FAILURE : Error while list the available support reps. Please report the problem to the system administrator, with the Error Code - 1,203,463,360,838. It is imperative that I change the Administrator Password immediately. Please help. Thanks, -PerryNY
All my SLAs are wrong
After the recent upgrade to v7 all of my support plans have changed from my STANDARD plan at 8 hours response to a GOLD PLAN at 4 hours. However this gold plan is greyed out and I cannot chagne my support plans, when I try to change this it get ERROR RETRIEVING SLA DETAILS. Also this is leading to all of my DUE BY times being the same as the creation time, instead of +8 hours. My inbox is now being filled with escalations of every single call this is booked in. Any way also to crate a bulk of contacts?
Group Notifications
Hi Support, I have the group notification of "Send notification to group support rep(s) when a new request is added to this group" enabled but it's not working quiet the way i want it to. I was hoping that it will only send a group notification if there isn't an assignee. This will be very handy and reduce the amount of confusion in our organization as the group gets an email as well as the assignee. Thanks
Version 7 - Unable to delete Requests
I'm logged in as administrator and when i select a request that i want to delete it wont let me. It gives the error in the attachment even though i have clearly ticked the request that i want to delete
Version 7.0 - No Graph of Stats in Global view
Version 7.0 - No Graph of Stats in Global view, Cheers Rich
SC Plus bugs
I am in the process of testing a demo of Support Center Plus. Version 6.5.0 Build 6500. I dont even know if it is worth listing these bugs with the release of version 7.0 due out soon???? But just incase, here they are. Maybe somebody else has already posted/seen these issues. Maybe there is a location on the forums for bug postings. If not, a sticky for bugs would probably be a good thing. 1. Usernames/password sent as plain text in web address bar when logging in through the Self Service Web Portal
SupportCenter Plus 7.0 Release Update
Hi, We apologize for the delay in the Service pack 7.0 release. We are trying our level best to get the Service Pack released at the earliest within 3 to 4 weeks time. The Service Pack is under QA. We are testing the Service Pack across various platforms and scenarios. Thank you for your understanding and support. Thank you Ganesh KB 8) SupportCenter Plus Support Assuring Best Support Always.....
Is it possible for me to store solutions in network share ?
Hi I've the following query regarding SupportCenter Plus: We are using SupportCenter Plus mainly for Knowledgebase. In this case we would like to know if we can install SupportCenter Plus in one machine and point the Solutions part to create solutions in a network path. Is this feature available and also we would like to know the maximum limit for creating solutions. Thanking you in advance. Regards Britto Sidhan
searching in requests
Using version 6.5.0 build 6500. I evaluated this software about a year ago and was frustrated that I could not search through the details of requests. For example, most of our tech support is done via email and I would like to search through all of my requests for a certain keyword, for example "vista". Currently SupportCenter+ only searches though the request title and not the details of the request. From what I can tell, I would have to make a request into a solution and then I would have the ability
Next Page