Modify Additional Product Details
I am trying out the demo for SupportCenter Plus but it doesn't seem to let me do what I want to do. I want to associate a product with an account and then assign a Purchase Order number and a Job number to that. I modified the fields so that I have additional product detail fields for the product. For example, if Ed's Company bought a particular camera for $35,000, I can edit the amount they bought it for and when they bought it. However, I cannot modify any of the fields that I added in 'additional
Product Posting
Hi, I currently have a problem on Request form. I setup my Products and product type. But when testing to see if the Request form is correct, when selecting a product it won't appear in the drop-down menu, they are all registered but they won't appear in the Form, anyone have ideas of what this happens? or am I doing something wrong? Thanks in advance
Form Bounce Back
Is there a way to deny a request if the user fills out the form wrong? We are having an issue with people filling out fields with N/A, but there is no way to stop this, but to change the status to the custom status of "pending-form not correct", which does not show up under open requests. It would be great if we could specify what they can not put in the boxes, kind of like the numeric fields when they try to enter text, it gives an error.
Need to download the old version of Support Center plus
Please can i get the old version 6000. bult 09 of supportcenter plus
Requester to close their own tickets
Is there a way to let the requester close their own tickets?
Password is transmitted in clear when using portal
If a user connect to portal then authenticate, its username + account is given in clear in the URL......
Unable to report on a certain custom field
Hi Support, The "Request Additional field" that i created called "billing status" is not appearing as a field that i can report on when doing "TimeSpent Report", i need to be able to report on time spent with a certain billing status is selecting. Thanks
Scheduled requests not being created
Hi, The scheduled requests that i have setup aren't beeing created according to the schedule, is there anything i need to enable for these tasks for the created as per the schedule i set? Cheers
Request form customiser and contact view, notes issue
I would just like to reiterate a problem that i think needs to be fixed as a high priority as it currently prevents us from allowing contacts to login to the system. We have used the request form customiser to hide certain fields and information from contacts when they raise requests (when they have access). the problem being that once the request is raised this information can then be viewed by adding the appropiate column to their view. For eample, we don't want our customers to know who their
Status Overview Screen
Most Helpdesk Management systems provide a screen/web page where the overall team status can be reviewed by everyone. It would be great to have such a screen that would automatically re-fresh and enable us to display on a LCD/Plasma TV or Projector. Thoughts?
Support Rep Task Assigning Mail Goes In a Jabedge Format
When assigning a Task to a support rep the Mail that s sent to the Support Rep is in a jarbadeg format. The One as below Request details are : Created=C2=A0for : Tilak Desanayaka D= ue by date : 02-Jan-2008 15:47 Category : General Title : Network= issue Description : Wasantha reported a Network connection issue >Click for details : >http://helpdesk.enterprisetl.com:8080/WorkOrder.do?woM= ode=3DviewWO&woID=3D386 ------=_Part_44_14396362.1199254678823--
SC+ as service LINUX
My regards to all. Is it possible to get SC+ to boot on linux boot time ? How can this be acheived ? Kindest regards, Joao Cruz
Request Template customization relative to Category/Sub-Category
The ability to provide a customized template, based on the selected category/sub-category is a feature that would enhance the ability to include meaningful information in a ticket. For example, the fields of information important to an "Email blocked as spam" request is completely different than that of a "New Printer Install", etc. Using pre-defined request templates that have only specific fields would be one implementation of this feature. A "Sender email address" field is only relevant in my
Error of datatime conversion
The CPU of our server is at 100% because of msql & Java. The probl�me seems to come from an error of datatime conversion see below: SELECT Task_Input.INSTANCE_ID,Task_Input.SCHEDULE_ID,Task_Input.WORKFLOW_TEMPLATE_ID,Task_Input.SCHEDULE_TIME,Task_Input.EXECUTION_START_TIME,Task_Input.EXECUTION_FINISH_TIME,Task_Input.WORKENGINE_ID,Task_Input.ADMIN_STATUS,Task_Input.OPERATIONAL_STATUS,Task_Input.SERVER_ID,Task_Input.CRID FROM Task_Input INNER JOIN Scheduled_WorkFlow ON Task_Input.SCHEDULE_ID=Scheduled_WorkFlow.SCHEDULE_ID
Receive notification when warranty is near to end
Hi, I associate products or support plans, but there is a time when the support end, is there a way I can be notified when that warranty o support plan is near to end? So then I can notify my customer to adquiere extended plan. Thanks
Security controls
Is there any way to implement security controls around that a support rep can and can't do, beyond what is possible with the roles? For example, is it possible to allow only a supervisor to reopen a call once it has been closed? I understand a new version is going to be released soon. Does anyone know when or what changes it might include?
can't restore
Now, i'm using SC+6500. I can't restore my backup file. in command line, it note "RequestSheme is http".[/img]
SLA doesn't Work
I have a SLA rule, and enable it. first, it operated well, but now, it doesn't work. who can help me? thanks!
SC+ Stops responding
We have had SC+ working on the server for a while without any serious problems until now. Every few days the Support Center will simply stop responding until we restart the SC+ server (not Windows, just SC+) It responds to requests by the browser but serves up a blank page, we can't log in and emails are not sent. There is nothing reported in the Windows or SC+ logs. Has anyone else experienced this and was a solution found? Thanks Carl C
Support Rep Unable to Edit Report Schedule They Created
Hi, I would like to know if it is expected behaviour for a Support Rep to be unable to edit a report schedule that they created? From my tests it appears that only support reps with full admin rights are able to edit report schedules. On my system, when a support rep whose assigned role gives them Full Control for Report functionality tries to edit a personal report schedule they get back a HTTP 500 error stating: java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException:
SupportCenter Version-6.5 with Multilingual Support Released
Dear Users, We are glad to announce the release of SupportCenter Plus Version 6.5 Build Version 6500. SupportCenter Plus goes MultiLingual now. Currently the supported languages are *German *French *Portuguese *Brazilian Portuguese *Spanish *Dutch *Chinese *Japanese To know more visit : http://manageengine.adventnet.com/products/support-center/localized-versions.html The upgrade pack can be downloaded from : http://manageengine.adventnet.com/products/support-center/service-packs.html The issues addressed
Unistall
We have demoed the free version and liked it to the point that we bought it. However, I want to do a clean install, and everytime i run the unistaller, it fails. Is there a manual way to remove this off of my server?
Security Control on individual fields
Allow for the better control of which fields a support rep can edit - for example a rep with the role "supervisor" can only set status of a request to "closed"
Survey Results
It would be nice if the Survey Responses are recorded against the actual Request.
Account Creation
Is there a way for our customers to create their own account to login with?
Reports: More Flexible Date Ranges
Date filtering needs improvement. I need to be able to schedule a report that is sent out on a weekly/monthly basis, that shows all open issues created > 60 days that are still Pending. Currently the only options are This/Last, Week/Month/Quarter. If you set a date range, it is locked to the dates when the report was created. I would like to see something where you could specify Greater/Less than X days. This way, when the report is run, it is always run based on the X amount of days specified. Thoughts?
eMail rule specific to "close" request operation n
When closing a request, it might be helpful to have a specific rule which enables the system to ignore response emails containing "out of office" anywhere in the email. In many cases, this has happened to us during testing and it effectively re-opens the request as it looks like an appended response was sent regarding the issue. Might help to only have it on a CLOSE notification, as other times we may want that actual history (client out/not available), but only when the incident remains open. If
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. Vote on this at: roadmap.manageengine.com/story.php?title=Additional_Fields_for_the_Notification_Templates-1
Windows Service
I found that the SupportCenter version 6009 cannot run as Windows Service. How to correct this issue ? I have check on the agent, but when open it again, the check is back to uncheck. I have put the service as automatic, but still cannot run, until i log in. Please give me any solution. Thanks
Text of Approval message visible in Approval Tab.
When approval has been sent to a customer it is not possible to see what the SuppRep actually asked for, under the Approvals tab. It just says: 1. pending approval on...date/time. This function is meant to make approvals more official and traceable in cases of disputes, but since they are not visible it doesn't help much. The reply from the customer is visible, which is good, but the original text sent to the customer has to be visible too.
Reconsile Contacts - Bug?
I have noticed that when I reconsile contacts together 1 contact replaces the data in the other. Would it not be better to replace empty fields in the main record if they are populated in the secondary? So the main contact has Name, title, login and email, the second records has name, phone number and email. I thought when I reconciled it would add the missing phone details to the main record, but it just lost the information. Anyone else have the same problem or have a need to use this feature.
SLA doesn't
I have a SLA rule, and enable it. first, it operated well, but now, it doesn't work. who can help me? thanks!
Unable to view Accounts under the Account Tab
We are using the trial version of SupportCenter to see if it will work for our company. We are having a problem viewing accounts, actually we can't see any accounts at all, under the Accounts tab. I created a contact, then created an account and associated that with the contact. I then created a request associated with the account. We can view Contacts and Requests under their respective tabs and get to the accounts using that method, however when we select the Accounts tab we are not able to see
Ability to enable stop timer on Completed statuses
Timer does not stop when requests have one of the completed statuses. The option (checkbox) is disabled to let timer stop. This should be enabled for Completed statuses just as it it for In Progress statuses. Because of this issue, all our Elapsed Time data is inaccurate.
Request Form Customizer?
Am I missing something in that the Request Form Customizer doesn't actually allow for much customization? Take, for example...Product. I don't want to utilize any "Product" information in my requests. I've deleted all product types, I've deleted all products. However, when I use the Request Form Customizer, I cannot NOT list the Product drop-down in my request templates. The only customizable options are: - Mandatory Field - Contact can Set - Contact can View How about, "Do not display" or "Hide"?
OP-Manager MSP Edition
Is this the Engine that runs the Ticket Tab in OP-Manager MSP edition? If so, where do I request feature enhancements? In this module or in OP-Manager? THere is no Forum for OP-Manager MSP edition
Time Spent does not match
Hi All, I have just started using the demo of Support Center Plus so am very much a newbie. At the moment I am just looking into the product to see if it suits our needs. I have noticed that if I add a time entry to a request it shows it in the time spent list at the bottom of the page, but the Time Spent field in the request details area is still saying 0.0 hours. The attached screenshot shows what I mean. Can anyone explain this?
Largest attachment for Solutions
Afternoon, We're attempting to attach a rather large (ie. 200MB) file to a KB/Solution article. However, this is not going successfully (apache tomcat error). Is there a maximum file-size attachment for the Solutions? I do know there is one for email/requests...
Global View Problem
I have added some extra call status, namely waiting for customer & in progress, however the Global view is not reflecting these status flags, only those ON HOLD or OPEN. Have I missed something when I added my extra status flags? Any one else use non standard status flags for requests . David
Service Desk 6 and Service Desk 7 - Domain Scanning issues
We have both Service Desk 6 and are currently testing Service Desk 7. Domain scan - what does it use to scan the network - dns lookup? netbios name? (its trying to scan computers in one of our DNS zones - which dhcp registrations are not made to) In Service desk 6 when you look at the list of Workstation assets the workstation name is the computer name - and we can do on the fly scans very easily - i.e checking for software updates etc. but with Service Desk 7 the workstation name is the FQDN fully
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