SC+ Service Won't Start - URGENT
Hi, We have been trialling SupportCentre Plus (Free Version) for the past few weeks and we have been using it heavily and are very close to purchasing the software. However, this morning the Service is failing to start and is giving the following errors - Event Type: Error Event Source: supportcenter Event Category: wrapper Event ID: 100 Date: 11/03/2008 Time: 9:38:58 AM User: N/A Computer: SBSERVER Description: There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up.
Maybe its just to easy for me to figure out
I am trying to get a demo version of Support Center to generate a request when an email is sent to the supportcenter email address we have setup. Nothing seems to be working though. How is this setup? Where can I find the steps to set this up? Thanks
Email Status Problems
Yesterday we had a problem with internet access on our SC Server. Which meant there were no inbound email requests coming in. I only managed to find this out after an angry call from a customer, and the only place I can see this in SC+ is in the Admin -> Mail Settings. Would something this important not flag up on the standard screen? ie I have my email set to receive every 1 minute at this point it had not received in 18 hours. It seems the information from the emails in general is quite limited,
Integration of the Advent Net with a Share Point portal
Hi ! Is integration of the Advent Net with a Share Point portal possible ? Hope to hear from you soon. Thanks in advance. With kind regards, Stela
Work Order Feature (more comprehensive version of a Task)
Work Order - ability to sign multiple service technicians jobs and sub jobs within a request with their own time/cost and status. request cannot be closed until these jobs and sub jobs are completed, moreover the service technicians receive an email notification stating they need to compelte work orders.
SLA filters should include 'Not' clauses
When adding filters to an SLA it is currently not possible to add 'not' clauses. This means that in our case, where we need to add all accounts except one, that we would have to continually amend our SLA agreements should a new account be added to the system.
Generating reports
Hello, is it possible to restrict users with specific roles from viewing eachother requests when creating new reports? At this moment we can only restrict them from viewing eachother requests. But when generating new reports they can view requests from other groups and roles. Hope to hear from you soon. Thanks in advance. With kind regards, Selvedin.
Trial licenses
We downloaded the trial but two technician licenses isn't enough for us to test the software fully. Is there a way to get 3 additional temporary licenses?
User rights
Is it possible to restrict users from a specific user group, (with their user name and password assigned), from viewing other requests in the Advent Net ? Hope to hear from you soon. Thanks in advance. With kind regards, Stela
apostrophes in email addresses
One of out clients has an employee with an apostrophe in his name and therefore in his email address. (Bob O'Brian for example) When this email arrived for Support Center to pick up an error was receieved and the request was not created. An apostrophe is a valid character in email addresses (Although it really shouldn't be :)) I can add a contact with an email address with an apostrophe. But Support Center just doesn't like it when creating the request from an email. Is there any chance this can
A link to the original request should be present in reminders, tasks and notes
When recieving a note, reminder or task related to a request a link to the request should be present to allow the support rep to directly access the details of the request. There may be a need for this to optional depending on who it goes to, but not based on the way my company uses SupportCentre.
Version 7 - January Release - will we see this today??
Hi Support, Please advise on the release of version 7. I have seen numerous posts showing mid-Jan end of Jan etc. I put a request in ages ago asking you to send all of your registered customers notification when a release has been put onto the website, to save us checking every day. You said that the product was being developed to update itself directly from the internet. Please advise on the status of the above. In relation to this release, and any subsequent releases, it would be only right to
Running as a service
Whats the correct way to get SC to run as a service in Windows? At the moment, if the server restarts, someone has to log on as administrator and start the SC database. Is there a way to get this running automatically at startup ? Olly
Server crashing
SC+ is crashing constantly. Event viewer errors are: There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. and There may be a configuration problem: please check the logs. I found a similar thread which suggested updating to the latest jvm and copying java.exe to C:\AdventNet\ME\SupportCenter\jre\bin. I downloaded 6.5 from Sun and copied it with no positive result. The server is a Dell 2970 running Windows 2003 Server and vmware, 4 GB of RAM and 2 processors.
Can't restore a backup in different builds
Hello there, I've a SupportCenter's backup. That backup was done with build 6006. The server where SupportCenter was installed id 'dead', so I had to install a new server, then install Support Center. The problem is that the build is 6005, so I'm not able to make a restore, due the build number. I got: "================================================ ************************************************************* Backpup data : Thu Feb 28 15:40:06 CLST 2008 Database name : supportcenter Total Tables
Filter using pre-filled pick lists
When applying a filter to the Requests tab it would be nice if it were possible to select values from a pick-list rather than having to type them in manually. These values would be built from the items in current view, custom or otherwise.
Order requests by 'Reply'
When viewing requests in the Requests tab it would be helpfull to be able to order by the last reply into or out of a request. This would enable support reps to quickly see which requests have had a response and which are still awaiting a response
Ability to duplicate a request with ALL or some of the conversation
When duplicating requests the ability to keep some or all of the conversations that have taken place would be great :)
Migrating from ServiceDesk Plust to Support Center
I was wondering if anyone on the forum had any experience migrating data from SD+ to SC+ In SD+ we have used Departments to define each external customer we support and this has been working fine so far. We have now started to look closer at SC+ and can see it would be much better for us to move to that product. What we are worried about is how difficult/easy it would be to move all customers over and get all the request with them to the new system. We would also like to move the knowledgebase.
Multi-Language Issues...
Hello Folks, How can I change the language for support center? I�ve tried to set 'browser default' on admin configuration and also on user configuration but none of then worked for me. I have 2 machines, one with Firefox English version and another one with Firefox Portuguese version. The main server is configured to show the in Portuguese. but when I opened a client machine using Firefox in English, it�s still showing Portuguese for me. I�d appreciate your help, Regards Eduardo Perin
Support for MAPI integration
My Exchange Server administrator and his group are requesting the SupportCenter Plus application support MAPI integration, as opposed to POP or IMAP, as are currently available in the "Mail Server Settings" - as neither of those are currently enabled/configured/supported in our environment today. A search of the forums for "MAPI" returned no searches. Has no one else brought up the topic of native MAPI support in Microsoft Exchange environments in the past? Anyone have thoughts on the matter? Please
Can Not delete Support Rep
Hi I am unable to delete a support rep from SC+ i have cleared all the databases for users, accounts, and support reps but still can not delete this one and its causing duplicates Please help
Unable to edit quantity on submitted POs
I submitted a PO yesterday and attempted to edit it today but am unable to change the quantity - nothing happens (IE indicates an "Error on Page" in the bottom left hand corner). As a workaround, I deleted the item and attempted to re-add the item but received the following error: "FAILURE :Problem while performing the operation on PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,203,075,947,770"
Hyperlinks in Custom fields
Hi, It would be great to be able to connect various documents (account sheet, contact, etc) to other locations with a hyperlink, customer website, more info for example. Right now the additional fields don't support hyperlinks. Thanks and keep up the good work.
Remove Dueby date
logged in as administrator on free version. I set a request with a dueby date, but now need to edit and remove the due by date, but the web gui does not seem to allow. Please assist. TIA
Email to auto-fill
Hi There, We have a large customer who has their own web based helpdesk system. However they still want to email support requests to our system to raise support calls. Is it possible that SupportCenter could be made to recongnise certain types of field and then self-populate a support log? We would be most interested in user-defined fields. i.e within the email [othersystemlognumber]19827946-1[/othersystemlognumber] Cheers Simon
Ability to associate Contacts to multiple Accounts
Currently, for each Contact, that Contact can only be associated to a single Account. Region Managers, or local IT contacts who are responsible for primary points of contact for multiple accounts/sites can only be associated with a single account in the product, today. I would like to have the ability to select multiple accounts a Contact is associated with, so that the Contact can see tickets pertaining to multiple sites without needing separate, site/account-specific login information.
Emils from support center being blocked.
Hi, At the moment a client is not able to receive any emails from our support centre. Every email that is sent is being returned with this message: This is an automatically generated Delivery Status Notification. Unable to deliver message to the following recipients, due to being unable to connect successfully to the destination mail server. They are only having this issue with us and our personal email addresses get through. We have been in contact with them and this is the information they have
Ability to delete Due Date
It should be possible to delete the due date field (put on zero, null, reset) for requests that have no certain point whereby they have to be finished. If a due date is accidentally entered there is no way to get it out. Should be for Admin rights only.
contact form customizer
Hi, I have a problem. When i create a new contact, all field in contact form are not mandatory fields. So, the informations of contact are omitted. Can i change these fields to mandatory fields? Thank you very much!
DataBase-Structure and direct SQL Access
Hello, could you help me to get information about the database structure related to the requests and replies. We want to import some data into the SC+ and want to import additional information. At first, I want to know what I have to insert into which table to create a request for a supporter. Where are the relations between tables and how is the structure built up? The next I would like to know, where I have to access (which db-table) to get the related talk (as replies) between customer and supporter
tasks within a request
Does anyone know if there is a way to lay out a process. example: Cable request process. initially, the request comes in and auto launches 2 tasks for different groups. once the first groups' task is done, the system would auto launch a 3rd task for another group...etc... I need to be able to "stagger" my tasks or put in dependancies for launching other tasks. Anyone know if there is a way to do this? Thanks much.
Split request feature doesnt send Acknowledgement to contact
Hi Support, Could you include in your roadmap that when a request is split using the "split as new request" option if the "Acknowledge Contact by Email when a new request is received" option is turned on in the Admin options, that the customer gets a confirmation number for this split. If it is supposed to it doesn't work at the moment! Thanks Rich
Last Updated vs. Last Changed
Hey Hey, There seems to be a disconnect between what 'Last updated' means. This should reflect the last time that a Request had an item changed within it -- ie. If a request has a status change, or is assigned to a different group etc etc it needs to be reflected in a noticable field. Although we may not send a reply to a customer, there has been activity which should be reflected somewhere other than 'last updated' Thanks, Matte
Open and Close call in one action?
Hi Support, We have had a discussion in the office today regarding calls that come in by phone which are resolved in the first phone call. We would like to be able to log a call while the customer is on the phone and if we resolve this in the first pass we would like to change the status of the call to Closed to save us some time going back in to the call and closing it, this also reduces the email traffic and customers getting hit with an open email and a closed email immediately after. If we do
Automatic Online Status
The Online Status should be automatic. Now it is set manually, meaning NOBODY USES IT ! A silly feature for such a progressive program.
Notifications of new tickets to addiiotnal users on a per account basis
It would be very helpful to have a way to notify specific users (both support reps. and customer contacts) when a ticket is created for an account. Often the salesperson for the account, primary customer account manager for an account, and the primary customer contact(s) want to be notified about support activity that on behalf of their users so they can get involved when necessary. It would be ideal to have a list of one or more notification email addresses that could be added for each account.
additional Tab & template
Dear Users, Dear SC+Team, do you know, how to add an additional tab to my supporter-view beside "Request, Solution, History"? We need to edit this to get a new tab for a build-in feature. When I could be able to insert an extra-Tab(button) there is another question: Where and how can I define what happens when I press on my tab to get a new view (template based?) to develope for my self some extra fields, etc. Do you know something about this? Let me know. Thanks, Arne
Closing Call - Optional Notes/Dropdown option
Hi Support, I have a query for the wishlist which I believe would be very beneficial for everyone. When you close a call, could we have a dropdown box with user definable options that tell you the reason of the closed call. For example if a customer resolves his own issue, and requires no further help from us choose close, and you get a dropdown (the same as level etc), where you could choose customer resolved. As a part of this popup box you also get a notes box so that when the call is closed you
Disable reopening request by update after it is closed.
Why would you allow to REOPEN the closed request when reply received from user? Request is already closed. A new request should be created to handle any further queries. Any possibility to disable this option? Dont want users to be able to reopen the closed request. They sometimes only reply THANKS! and this reopens the request. Cheers
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