Updating a task assignment error
When i open a task and change the status to Closed the following tomcat error is displayed. If i look at the request view the changes i have made do go through...i also get a similar error when approving approvals. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.tasks.TaskUtils.updateTask(TaskUtils.java:420) org.apache.jsp.tasks.CUDTask_jsp._jspService(CUDTask_jsp.java:154)
Abilty to link Requests
It would be nice if we had the ability to link multiple requests together. This is when they are for a similar issue but not similar enough to be merged or anything. This could be expanded to include dependencies as well in the future, where a request cannot be closed until another one has been completed and closed before it.
Customer request views
CUSTOMER SIDE: To be able to customize views just like support reps can customize views. Add customized filter. Add All Request view to the My Account Requests filter.
Account Alerts Not Working
Can anyone tell me how to use the Account Alerts? When we were running our tests, the alert would show on any request where the contact was attached to an account with an alert. Since 6005, i dont think it works! The manuals have not been updated form sometime.
mysqld_nt has stopped working
hey i'm using vista os and i've installed q enginge 6.8.2.0 and after this orange icon appear in the desktop tool bar i receive a meesage saying "mysqld-nt.exe has stopped working" could anyone tell me the reasons plzz?
Create our own Login page
Is it possible to create our own login page for Support Center Plus (as can be done with other ME products) or do we have to send everyone to the default page? We're building our website around SCP and would like to have a small login box on our homepage allowing users to log straight in. Is this possible? If so, how? If not, where can i add this as a Feature Request? Thanks, Carl C
Ability to define "default columns" on new Contact
I haven't seen this feature in 6.5.0 build 6500 yet, but is there a way to define what are the "default columns" of information to display when a Contact logs in and views Open Requests? Out of the box, when a Contact logs in they see the following columns: Title Contact Name Assigned To Due By Status Date Last Updated Account Name I wish to change the default for all Contacts to a different set of columns. For example, I would eliminate Contact Name. I'd remove "Assigned to" and replace with "Group",
Associate a Contact to multiple Accounts
Please vote. http://roadmap.manageengine.com/story.php?title=Ability_to_associate_Contacts_to_multiple_Accounts
Sign Up form and Recovery Password in SC+
SC+ should have a Sign Up form for New Users and something like Forgot Password? to recover their password. Always I receive calls from customers asking for their password and I have to reset it by myself and it is very time consuming. Regards Daniel
Colapsing left pane
I see the ServiceDesk product has the "collapsing left pane" feature that SupportCenter also needs. For this feature, alone, I'd consider using ServiceDesk instead of SupportCenter. However, ServiceDesk lacks the Account association with Requesters that I'm looking for.
Several features still missing
I had evaluated this product several months ago and found it lacking in many areas. I have recently redownloaded and reinstalled to see if any updates have shored up feature areas I need before I can implement. I see it is still not possible to have a Contact belong to MORE than one account. I have several contacts who are responsible for and are the primary points of contact for an account (Site/remote location) and the current version of the product does not let me associate a Contact to multiple
ManageEngine RoadMap Login issue
The ManageEngine RoadMap "Forgotten password" function does not email a confirmation code, or any message, upon executing that process. I am unable to log in as I do not recall what my password is, or fat fingered it when I registered. I have verified it is not being blocked by my company's perimeter spam firewall. Nothing is being sent, at all. Please advise.
Feature: Sign Up form and Recovery Password in SC+
SC+ should have a Sign Up form for New Users and something like Forgot Password? to recover their password. Always I receive calls from customers asking for their password and I have to reset it by myself and it is very time consuming. http://roadmap.manageengine.com/story.php?title=Sign_Up_form_and_Recovery_Password_in_SC Regards Daniel
Change default Open Request columns to Contacts
When a Contact logs in, they are shown the following columns in their Open Requests table: Title Contact Name Assigned To Due By Status Date Last Updated Account Name I would like to see the ability to customize what is displayed, by default, for all contacts.
Active Directory integrated logins for Contacts & Support Reps
Other ManageEngine products support Active Directory integration, or at the very least, RADIUS/LDAP support for authentication to the solution. I would like to see all logins for SupportCenter Plus able to utilize existing Active Directory structures so that customers and technicians do not have to maintain a separate set of credentials. The stand alone account database lacks many security compliance features for auditing and access management, to include password complexity, length and reuse policies,
Limitations
Hi Team, In Support Center Plus Version : 6.5.0. Edition : 6500 I was able to create only 31 Accounts & I just want to know; Do we have to come across any other limitations in Free edition? Can some one help me on this quickly? Regards, Anita.
Add Time Entry - Confusing text
When you add a time entry, the first field is entitled: Support Rep Resolving This Request. This should simply say, "Support Rep". In adding a time entry, the request is NOT necessarily being RESOLVED. Also, time entries could be entered by other SupportReps this ticket is not assigned to, but who contributed efforts.
Account Managers - Help Card is blank
How am I to understand what the Account Managers are for? The Help Card contains absolutely NO information?
Send notification to group support rep(s) when a new request
When you edit a Group and select the checkbox that reads, Send notification to group support rep(s) when a new request is added to this group, it doesn't make sense to me that you have to manually select each SupportRep you want notifications to go to. The text, itself, says notifications will go to group support rep(s). I have a distribution email for the groups I manage and I'd like notification to go to that distribution list, not individuals. That's not even an option. I'd have to add a "Ghost
SupportRep management audit features
I'd like to see the following management features for administrators added to the product. When viewing the "Edit Role - SCPSalesRep" table, I'd like to be able to have the following columns able to be added to that view: * Last Login
Bug: Adding new Roles
I performed the following steps. 1. Edited "SCPSalesRep" role, made no changes - just reviewed settings. 2. Clicked "View List" once done. 3. Clicked "Add New Role". When clicking "Add New Role", I'm put into Editing mode of the SCPSalesRep role again. I can only add a new role if I click the "Cancel" button when editing the SCPSalesRep role. If I click the "View List" in the upper right, attempting to add a role results in editing SCPSalesRep each time.
"Pick Up" doesn't add GROUP assocation to ticket
When viewing an Open, Unassigned ticket in the "All Open Requests" table, if you use the checkbox and select "Pickup", it assigns the request to your name by the Group you're in is not populated in the request data.
Include Closed Requests In Global View Chart
It would be nice to see the "Closed" tickets/requests within the existing "Inbound Requests" chart but in this case it would be a comparison chart. It's nice to see what's coming in but it would also be nice to compare against what's being closed.
Global View - Requests by Accounts
All tickets assigned to accounts are hyperlinked to display those issues. Issues that are "Unassigned" are NOT hyperlinked. It would be nice to have those unassigned issues able to be dynamically displayed, so that they be associated with accounts. The same goes for "Requests by Category", "Requests by Level", "Requests by Priority", and "Requests by Mode".
DUE DATE
Where does the DUE DATE field reside in the database? Is this a system field? For some reason, the date in this field can only be viewable...can not be altered in any way unless by the Admin.
Refresh Issue
When in MY VIEW (Within the Home Tab), the announcements are not visible to the user until you select another tab and then go back. This seems to be a refresh issue. Can you please look into this as I fear that our clients are not seeing out announcements. Thank you, jbrown :(
Resolution submitted by :301
In a CLOSED ticket, the Resolution tab states: "Resolution submitted by :301" "301" is the ID for my SupportRep account. This needs to be interpreted by the application and modified to state my name, not some obscure ID number. You can click on the 301, which is hyperlinked, to display my SupportRep info - but having a NAME shown there would be more beneficial.
Bug: History tab and Created Time
In testing, I took a sample request and performed the following EDITS: 1. Changed group 2. Changed level 3. Change description However, after making those THREE edits, the history recorded the following: ------------- Updated by TECH#1 on Thu, 12 Jul 2007 22:26:14 Request Updated by : TECH#1 Reason : Moving to Network Services per Bob. Group changed from Voice Services to Network Services CREATEDTIME changed from 6 Jul 2007, 16:05:14 to 12 Jul 2007, 22:26:14 Level changed from None to Level 1 Description
Features?
Can you tell if its possible to do the following: a) Either assign a contact to multiple accounts, or create sub-accounts under a main account, so that my customers who have multiple sites can manager requests from all sites, and we can see an overview and then site detail. Also i would like to assign products down at site level for support and maintenance contracts. b) Assign a percentage annual maintenance fee against products or product groups c) Calculate using (b) the amount for support and
Request Template doesn't have 'Product' Drop-Down
Evening, When creating a Request Template, there is no option to specify a default product. Additionally - the 'Show to Contact' check box seems to be ineffective. You cannot hide created templates. Cheers, Matte
Support Plans
Right now, I dont see any use for the Support Plan feature in SC+. We want to add a specific Support Plan Silver / Gold / Platinum to a Client and depending of the Support Plan that they have and Pay, limit the number of case that they can open. For Example, Silver = 50 Cases; Gold = 100 Cases; Platinum = Unlimited. In that way we can put different values to the Support Plans that we sell and the client will also see the different because of the Response Time, SLA, etc will also be different. I work
Ability to hide the Quick Create etc pane on the left hand side
It would be useful to be able to hide the pane on the left hand side to give more room on the screen. This should be on a per user basis i think. Thanks
SSL option?
I want to make my SupportCenter installations available to my SupportReps via the Internet, without requiring them to log into the VPN Remote Access. I don't want to do this via HTTP and want to utilize SSL. I don't see any such method for this in 6.5.0 build 6500.
SC 6.0.9
Where can i get this old version? There is no link available on your site. But i need this version to move SC between datacenters. Thanks,
SupportCenter over WWW
Hi Adventnet, I'm testing supportcenter plus, and managed to get it to publish on the www behind an ISA 2006 firewall. I can get the main login page to load. Loging in seems to generate an error http://domain.com/j_security_check;jsessionid=966CE2BA0A60C4747D0113545233A92D However, after that error if i were to substitute with the following entry, http://domain.com/HomePage.do This would work out perfectly. The logout also display similar problems as with login. Please help. Cheers, Ykeong
Periodic Backup
Hi, Can someone tell me the best way to backup peridically SupportCenter in Windows server. For example, that everyday at 10pm backup.bat excute by its own. Then the file backup.data copies to another machine (with another software I already did this). Thanks
Case IDs
Hi to all, I have a question. I have notice that the numbers of the case IDs are growing too faster and we dont have that number of cases. For example, right now the case ID is 1851 but we dont have 1851 cases. The problem that I see is that every time that a case enter by email, SC+ created a new Case ID for that email. If that email is a "SPAM" or something else I have to delete that case 1851. The next case that enters to SC+ takes the case ID 1852 instead of 1851. My question is, it wouldnt be
Importing contacts fails with email address field selected
Hi I have just installed Version: 6.5.0 Build Number: 6500 I plan to export all customers from Outlook and import in CSV file for each account (I know I can use the Outlook plug-in). This will populate the contacts and assign to the right account from the outset. However the import fails if the email address field is selected. I can import for now without email addresses but it defeats the option of importing. Any ideas anyone? regards Mark
No Incoming Emails
Incoming emails have stopped since we installed SC+ onto a different server. I've thoroughly checked the firewall and router, IP Policies on the server are set to allow POP3 and SMTP, i don't know what else it could be! Anyone have any ideas?
Modify reports
Is there a way that print preview shows personal logo and add a disclosure text?
Next Page