Sub-category doesn't show in the requests view. Ver5 it did
We still need Sub Category to show in the Requests view. This only became a problem when we went to version 6. As all our categories showed in version 5. Regards Wills.
SupportCenter standalone on a usb Key
Hi, For demo purpose to our customers, we would like to install an instance of SC+ on a usb key. First, is it possible ? Second, what do we have to do for installation Apache/Tomcat and Mysql database ? Thank You for your help. Regards FLM
Macro Solutions
In a previous system we were able to enter a solution by entering a solution keyword. For example, we'd tyoe "Printer" and the solution would automatically be copied into the resolution. I think this would be a great idea for Support Centre.
Fontsize adjustable with local browser settings.
Font size should be adjustable with the local browser settings. Now it is hard coded into the application. When a customer sends an email with very small font size it gets even smaller in SC+. Some control over this phenomenon would be appreciated.
Emails for Duplicated Requests
Allow system to send New Request emails when the "Duplicate" function is used. At present only the initial request is emailed.
Read-Only login for customers
Some customers would like to have read only logins for their staff. A read only login could see all requests of the account but not reply and not make new requests (no edit, no delete).
Change Request ID default number
Hi, Is there anyway to change the request ID default number, Instead of starting on 1 we would like to have our numbers start on 500, is this possible and if so how would i do this? Thanks in advance Richard Lord
Change Management
Would it be possible to add the Change Management module from your ServiceDesk Plus system to the SupportCentre Plus system? I say this becuase a customer may call through and need assistance with a problem that was being caused by a software bug or design flaw. The next logical step would be to request a Change to the system. When thinking about this, you should have the option of creating a change record based on the request you are logging, or totally independant. Thoughs? Daniel
Feature Reqeust: select Account when creating new contact
Currently when you create a new contact while entering a new request you can not select an account for that contact. You have to go back later and assign the contact to an account. It would be great if this could be added to remove some extra steps. Often contacts are not added until a new request is raised for them, especially new staff at client sites.
Incoming Emails
Hi, If a user hits a reply button to a Request email, the email is added to the Request under communications. However, if an assignment email is sent to the support rep and they reply to it this does not get appended to the request.. Is there any way we can turn this on? Ideally we would like to acknowledge the receipt of the assignment and the easiest way i can see is simply replying to the email. Cheers.
SupportCentre is not working after reinstallation of server
Help please. My server is reinstalled after a hardware problem. I have reinstalled the supportcentre+ 6, and all the updates (all 6.x, updates excluding 6.5) and restored the data but the database does not want to start. The only difference was the new installation in 8082 port. Any help will be appreciated. Thanks
Linefeeds in everywhere i SC+
Hi all ! All linefeeds are being removed, fx. in solutions, descriptions etc. AND in fx. SMS.. making the text difficult to read. Why is it so ? - is it by purpose, or a bug.. Regards..
Announcements
Hi, Is it possible to display different announcements to specific accounts? Say if there is an announcements that i only want Customer A. I don't want Customer B to see the same announcement. How can I achieve this? Cheers.
Reports Don't Work
Is anyone else having problems with reports at release 6500? Since upgrading none of the standard reports will run. I've emailed Support, but they are taking their time getting back to me. Regards Daniel
Web Portal Configuration
Hi Support, In SC+ 6009, I configured Web Portal with tick all options. However, i can only preview. When i access to SC+, i watch no changes. Thanks!
Login details on login screen can't be removed
Hi I am just in the process of setting up our production copy of Support Center Plus. I have changed the Administrator password and would - naturally - like to remove the display of the login details for administrator and guest accounts from the login screen. However, clicking the "Don't show login details again" link gives an error: Line: 50 Char: 3 Error: Object doesn't support this property or method Code: 0 Any idea how to remove the login details? Anthony Hall
Server Installation
Hi All, I've got some questions regarding installing SupportCenter in a multiuser environment. We're running MS's Small Business Server and need to install the app so that we are able to access the app with at least 2 - 3 people. On top of that, we want to implement the portal for our customers, but do not want that run on the same box, because of security concerns. We are thinking about hosting the webportal on a different box altogether. Does anyone have clear steps on how to set this up? If more
Best hosting solution between Windows and Linux
Hi, I have to install Support Center for customers. I'd like to have some more informations about hosting choices. I know that Support Center is compatible with Windows Server and Linux Server. With the same server hardware, which configuration is the most performant : - Windows ? - Linux ? If I want to install more thant one webap of SC+ on the same server, which solution is the easiest (windows virtualization, linux virtualization) ? Do you have some figures about the max number of : - simultaneous
Account Cost
Afternoon, How is this calculated? My understanding is that any time-entry charged to a request would reflect in this field... In 6009 it doesn't seem to work...
Possible to get API
Hello, Is it possible to get an API to the supportcenter application /Anna
the research for the customers is appearing with the name of
the research for the customers is appearing with the name of another company. The system sends the email for the correct contact, with numbers it of the call and titulo, more the company goes wrong.
Outbound SMPT Mail failure
I have recently installed and configured Service Desk 7 Prof and I am having problems with the Mail config. I have configured as per my Exch 2007 front end machine for both inbound POP mail and outbound SMTP mail. The inbound fetches the mail successfully using POP however the outbound fails. Both have identical config with using the same mailbox / AD account. Using POP and SMTP traffic config for Outlook Express for this mailbox work fine from the Windows 03 server hosting the app, both incoming
Duplicate Request
When in a request and when selecting "Duplicate request" it would be nice to have the record which was duplicated be opened as opposed to having to search for it from the within the list of requests.
SMS
Hi ! In SMS info regarding Codepage etc. appears... How do i remove this ? Its telling we are sending in UTF-8 Regards
Email incoming OK, outgoing broken
Hello again Having had such a prompt and useful reply to my last message, I thought I'd try my luck a second time! We are happily downloading mail via POP to SC+ but we are unable to send mail out from SC+. I don't know what could have changed to affect this (other than that we migrated the db from MySQL to MS SQL 2000). I can send mail via SMTP from Thunderbird but have no luck using the same credentials in SC+. I see some references to the system event log - where would I find that? Nothing from
Can You Make "All Conversations" Default for Suppo
I am not sure if this question has been asked previously (I couldn't find a similar post). Is it possible to configure SupportCenter to have "All Conversations" as the default view for support reps within the Request details page, instead of "Contact Conversations". Thanks.
New "add attachment" button on client portal
We would like to give our clients the possibilities to add attachments to existing requests through the portal, at any time. Now this is only possible for new requests or via mail.
Log format - Stats Collection
Can anyone tell me the format of Support Centre log files? I'm trying to hook up a monitoring tool which can read almost any log file, but it can't read these. We're only trying to collect usage stats, nothing complicated. Thanks
More search options for customers
Customers should be able to search in their own requests. Not only in the Solutions but also in the Request discussion body and in the notes. Search on keywords. Could be with a dropdown menu like the supp reps have: Solutions,Requests,Notes.
Multi-select Feature
When multi-selecting requests, users should have the ability to multi-select and change status. Currently, users only have the ability to multi-select and assign or reassign support reps.
Strange Behviour with Report Graphs
Afternoon, When I run a report, including all cases within the system, I receive this weird graph: any clues as to why that big white space is there? Thanks, Matte
Custom Reports lose schedule
Custom reports that we created in version 6009 suddenly lost their schedule when we moved SCP to a different server, and we haven't been able to save the schedule since. It just dissapears whenever we try and set it again. I saw there was an issue fixed in v6500 relating to reports, but this hasn't fixed our problem. Any ideas?
Export ccount Contacts
Is there a way to export the account contacts once entered. I ask as we have our contacts entered, and now want to create web portal id's for them, and if we could export the list into MS Excel or a CSV file, we do the changes and then re-import. Please help.
Error in the Backup
Please, When I try to back up, the following screen appears. What could be? I have tried to verify the settings and have disk space. The version of the program is to 6500, but long before as 6007 was no longer doing backup.
Colour code priority requests?????
Hi Can the fields be colour coded? I would like to be able to set different colours for my various different priorities of request? Thanks in advance
SupportCenter 6500 Restore Database Failure
Hi Support, I have tried to move my existing system on to a different machine this evening. Here are the steps I have taken, we are using MYSQL On the existing machine I updated it to the latest release, taking my version from 6009 to 6500 I downloaded the latest release and put this on the new system. I checked, and this version matches my 6500 of my existing system. I started up the new version on the new machine to check it was ok before restore and this worked fine. I ran a backup using the backup
Microsoft plug-in not working??
As I am importing contacts through Microsoft Outlook plug-in, get the error "Error while parsing response from Support Center". Can you help so I can get these imported. Thanks, Peter Ambitech Engineering
we need to limit the schedule that the technician can effect
we need to limit the schedule that the technician can effect login in supportcenter plus. has as to configure this?
to visualize products in login of the users
to visualize products in login of the users. It needed that when the users made login with its accounts, visualizes all the products and details of exactly. the visualization was of form allowed it that the customer has complete access to the products and equipment
Current install instructions with MSSQL?
I am not a SQL admin and so I am trying to remember how I got SC+ running on my current server so that I can set it up on a new server on a remote host and move the database to that. The SQL instance on the new server is a named instance and I cannot get the install to create a database. Is there a guide or FAQ soemwhere? The documentation for SC+ is for version 5, time for an update! :) I really need step by step instructions for what how I need to setup SQL for SC+ and what to put in the SQL settings
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