Unapproved contacts changed to approved - no notification
Hi Support, If a unapproved contact logs a request they don't get a notification if the "Acknowledge Contact by Email when a new request is received" is turned on which I beleive is the correct behaviour Once this contact becomes approved the system doesn't send them an acknowledgement notification on previously logged requests. All subsequent requests get an acknowledgement but the initial one doesn't. Thanks Rich
Edit contact to assign Company doesn't approve contact
Hi support, happy new year to you, hope you finally got a break! This morning we had a support request logged into the system by a contact I didn't recognise. It turned out that this contact was a new guy who had started at a company that we already have on the system. When I looked at the call that had come in I clicked on the name of the contact on the top of the request that opens up a contact details box. There is an option in this box to edit contact. As I was told that he was a new contact
Merging requests and deleting conversations build 5030
Hi, I have two questions regarding the new build :- 1) How do you merge requests? I assume this has changed in 5030, I can't find it and the documentation still refers to the old GUI? 2) I have a request with many conversations generated from a support engineers autoreply. Is there an easy way to prevent this, when there is no guaranteed text in the autoreply? Perhaps stop SC from logging the same text twice in a row ? Thankyou Al
Use of email priority?
When a customer emails a support request in and sets the email priority to HIGH, I would expect that SupportCenter would automatically prioritise the request/issue as HIGH, but this doesn't happen. Is there any way to make this happen? We want to automatically set the priority of an issue based on the email priority.
Product warranty display should be based on purchase date
If you associate a product with an account (a piece of equipment, for example, that has an associated warranty), and specify the sale date of this product, why not then reflect the time remaining on the warranty on the Account summary screen? In other words, I associate the product 'Dell Computer' with an account, with a purchase date of 1/1/2006. The product is configured to include a 3 year warranty. If I open the Account Details page for said account today (April 22), the warranty on that Dell
Assigning Resolutions with Attachments
Hey Hey, It is quite frustrating to assign a Solution to a request, when the Solution has an attachment. Currently, I provide the solution, however I am also required to provide the link to the actual Solution article so that the customer can retrieve the attachment. Would it be possible to add a link within any solution article to the actual file attachment, so that the customer can retrieve it automatically? Preferably, an easier way to link to the Solution article would be appreciated. Thanks,
Request history Problems
Hey Hey, In our current workflow, we assign requests to other users. When they are completed their work, they need to re-assign the request to the originator - however, neither the notification email nor the history accurately indicates the assignee. We would like to have th History section, in addition to the notification email indicate where the Assignment originated from. Expected: --Assigned email indicated Assignee (NAME/GROUP) --History indicated Assignee (NAME/GROUP) Actual: --Assigned email
Scheduled reports Email body doesn't retain formatting
Hey Hey, When entering body text to a report email, it doesn't retain the formatting or line breaks that are entered. This can produce confusing text -- see below: Expected: Test 1234, Test 5678 1234567890 Actual: Test 1234, Test 56781234567890
Inconsistent - Email Addresses
Hey Hey, Its quite frustrating... When you are changing the requester, you are presented the First Name, Last Name + Account. however, when addressing emails, you are presented only the email address. We would very much like consistency when entering TO and CC fields, with always presenting the First Name/Last Name auto-complete. Additionally, being able to select the Account when addressing correspondence would be GREAT. Cheers, Matte
attachments, language and browser problems
Hi -We still have a problem with attachments in request, sometimes they disappearing sometimes users cant open them, result is the same ... -There is no Polish language in ver 6500 : -There is a problem In IE 6&7 when trying to enter text with polish letters with combination left "alt+l"(L) and "alt+e" cursor goes in position justify left and justify center instead of entering proper letter Regards
Clients with blocks of support hours
Hi, Is there a way in supportcenter plus to create the following? I want to assign to an account (ie a company) a block of hours, and then have the time taken to work on tickets deducted from their account, and alert me at a certain level. Basically, clients buy blocks of 5 hours. When they get to one hour we bill their card. The time spent on a ticket is deducted from their account. Can this be done outta the box ? Olly
Resolution Submitted by "number" and not name of T
When we submit a resolution, it says: Search Solutions Submitted on : 06 Feb 2008, 02:36:26 Resolution submitted by :4 The "4" should be the Technician's Name, not a number. Any help would be greatly appreciated.
Closing call customer acknowledgement + other related
Original Post Mar 2007 - User Efem Toptas Customer needs to acknowlege this call is closed, and discussion on process of reopening the same call if customer agrees and the situation reoccurs http://forums.adventnet.com/viewtopic.php?t=47731 See 2 page discussion with logic process from SC. Another one dropped off the roadmap, please vote!
Requests Page Search/Filter
Hi Support, If I want to look for all the calls for Customer A in all open requests I click on the small magnifying glass and type the name in the Account field and all the required calls come up fine. If I then click on one of the calls for Customer A and then go back to Requests my search/filter is reset. Even if i look at my list of filtered requests and my screen is set to refresh every 3 minutes when it does refresh my filter is lost. This is extremely frustrating, particularly as you may have
Account Manager Reports
We need to be able to run reports based on ACCOUNT MANAGER. Basically, we'd like to be able to run various reports based on the assigned Account Manager so that he/she can follow up with the assigned Support Reps. Right now the Support Rep field is not a selectable field in any of the pre-defined reports. Thank you. Jim 8)
Same Contact, Different Accounts
Hi Everyone, Wondering if i could please get some advice? We have around 400 contacts. Some of these contacts move between accounts (they are never at the same account at the same time). At the moment, we create 1 contact record for each account they belong to. We do this becuase, if we simply update the Account, the system updates the requests to say they belong to the new account, which is not correct. Does anyone know of way to allow for us to create one contact, but switch them between accounts
Bad Calendar
Hey Hey, We've always had issues with the calendar (in both IE, and Firefox) -- see attached image. Is there a way to fix this? Or Does everyone have this problem? Thanks, Matte
Auto refresh bug?
I have tried to use the auto refresh option . I found that if I was entering data in the quick create box when the auto refresh happened I would lose all the details I had keyed in. Is this a software bug? Or have I got a bad browser setting? David
BUG After with the Build 6500
Hi, After I apply the build 6500, our clients are telling me that when they enter to the non login portal http://supportcenter/sd/SolutionsHome.sd and verify any Solutions or Search for Solutions they get an error of HTTP Status 404 - /sd/AddSolution.do that you can verify in the Attach Image. I check by myself and it is true. So please can you verify this or maybe others check if this is happening to someone else or just me?. Best Regards!. Daniel
Requests do not wrap text to the window
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'. We would very much like the text to scroll and wrap vertically so that printing and viewing will be easier. thanks, Matte
Request - Additional Fields - Default Selection (FAIL)
Hey Hey, We've been having an issue with our Additional fields. We've created a field called 'Release Target', and the Default select being 'TBD'. First of all, the default selection is not 'TBD', but the first entry we made (ie. Patch 13). This would be fine, however you cannot confirm the default selection, as the only option on the dialogue box is X (cancel). We currently have to select a different entry, wait for it to save, and then reselect the entry that we want. Anyone else have this issue?
Pasting images within the incident text.
Hi, We receive a lot of emails with embedded pictures (screenshots) to help us understand the issue. I have been unable to paste these images in the description field...... It shows up as an clear object without borders. Upon saving the image will still not show... Am I doing something wrong? PS: I do not want to paste the image to a file and then attach it to the incident. Thanks, Richard
Defaults for Additional Fields
Hey Hey, Would it be possible to have the option available to assign defaults entries to all accounts and requests? For instance, if I have a custom field (within Request - Additional Fields) called 'Release Target', and I want the default to be 'N/A', every request created will have that entry already selected. Likewise, this would be helpful for accounts other sections as well. Thanks, Matte
Lost admin password
Hi, What is the procedure to reset the admin password on Support Desk? I installed it, but somehow made a typo in the password field. Thanks for you response! Regard, Rene
Make merged request ID's searchable
Is it possible to make a merged request searchable. Basically, we may know that a request exists somewhere with ID 1234 and someone has merged it with 5678. But if you search for 1234 in the search no results are returned. And with the huge number of requests in the system, it almost makes it impossible to find a merged request. This is for when a customer may say, what happened to my request 1234... and the particular support person would then not be able to find that request anywhere.... Thanks
Print Preview - Notes Information Missing V 6.0.0 build 6009
Hi I was notified by a customer that they take screen prints of the issue items and use in review meetings. It would appear that they no longer get the public notes section in print preview mode? As most of the useful information appears in the notes it should print this as well. Has anyone else seen this since the version 6.0.0 build? Thanks Andy
CLOSED tickets should not be able to be EDITED
CLOSED tickets should not be able to be EDITED. I've been able to edit the resolution text, ticket descriptions, etc. Closed tickets should not able to be modified, at all - unless the ticket is REOPENED.
Update additional request field based on text string
Hi We receive support requests via email from customers. Sometimes they come from other automated support desk applications (ServiceDesk Plus in one case!). I'd like to be able to search for text strings in the subject or body of the email, say ## in the case of ServiceDesk Plus, and then copy the next x characters into an additional field, so our system can have a record of the customer's tracking system reference. Obviously there'd be different rules for each account, but I'm happy to set that
Support Rep cost entries
Hi, Are there any plans for changes to be made with regards to the 'Cost Details' field for Support Reps? Currently, it seems that you can only state a single cost for a support rep. I would like to be able specify a cost per support rep per client, as we have a requirement to bill different amounts to different clients for our services, depending on the contract. eg, Support Rep A bills at �X p/h for Client A Support Rep A bills at �Z p/h for Client B etc... I look forward to hearing your comments.
Summer time problem
When i open a new request, the date of this request is less 1 hour, because in Brazil we are in summer time. The time on server is set correct, but on Support center plus is not correct. I need a fix to increase 1 hour in date time on request. Thank�s.
Is a Utility Available to Change Request Group in Bulk?
I have a need to change the group associated with a large number of requests from one group to another. Does anyone know if a utility or script exists that will let me do this in bulk or do I have to run some SQL directly against the database to accomplish this? Thanks, Jeff
Same contact for multiple sites
I would like to be able to have one contact for more than one site without the system removing that contact from the other sites. We have one contact for multiple rural hospitals and currently I can only assign his to one site. When I assign him to a second site, his name is removed from the previous site. Thanks
Linux Version Init Script
Hi All How do I get or go about creating the init script for support center plus as it doesn't install one when u install the software.
Linux Version Init Script
Hi All How do I get or go about creating the init script for support center plus as it doesn't install one when u install the software.
Linux Version Init Script
Hi All How do I get or go about creating the init script for support center plus as it doesn't install one when u install the software.
Linux ersion Startup
How do I make a init script for the linux version , It is kinda redundant to loging to the server everytime and and start i nwith the run.sh script , or if it creates it when it one installs it what is the name of teh startup script cuase I struggle to find it.
Customer Support Portal
Hi, When the enter an incorrect password in http://servername/sd/SolutionsHome.sd, it takes me to http://servername/j_security_check, with an error message saying incorrect username or password. But the issue is it goes back to http://servername instead of the customer portal URL. I am a new user that recently bought the software, so I am definitely using Version : 6.5.0, Build Number : 6500. On the same lines, when I login in using http://servername/sd/SolutionsHome.sd and click logout, it will
Self-Service Portal URL issues
The Self-Service portal URL is: http://localhost:8080/sd/SolutionsHome.sd If a user types in a bad username/password, they are redirected to: http://localhost:8080/j_security_check ...that's not the Self-Service Portal. That's the main application login. It would seem the whole end-user experience and processes with the Self-Service portal hasn't fully been thought through. The user can not get back to the Portal unless they manually browse back to it, if they mistype their password, etc.
Some Custom Forms Questions
Good Morning I have just installed the trial version to evaluate the product because we are searching for a product to create Helpdesk Forms. Now I have some questions I hope you can help me solve. First one: Is it possible to have more than one form in the portal? One for Helpdesk, One for Permission Request... etc with different form fields etc. Second one: Can the fields be related with others, for example, if i choose a option in a field, can the other fields be able to change the displayed options?
Customization of Web Form for New Requests
Hi Everyone, Is it possible to customize the web form for opening a new request in Support Center? What I want is to insert some additional text information to guide the customer when opening a new ticked. Something like " If your network is down, choose category critical; If your network is up but unstable, choose category high; and so on ...". So is it possible to insert text on the web form? Thanks, Rafael ___________________________ Eng. Rafael Ara�jo Silva TELTEC NETWORKS Fone/Fax: +55 48 3248-7744
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