java.lang.OutOfMemoryError: Java heap space
Can anybody tell me how to increase the virtual memory allocated to Support Center Plus. I have run into the following error when trying to upload a 150MB file to a new soltion. I have found on the internet that this can typically be corrected by increasing the amount of virtual memory with the java -xmx -xms command variables when launching your applications. Can anybody confirm this or tell me how to solve this issue. HTTP Status 500 - --------------------------------------------------------------------------------
Contacts and Rep being confused by SC+
We have several Reps with the same names as Contacts. When i select the contact when creating a new request the Product field is populated properly based on their account products. I save this and everything seems fine. I needed to edit the request, and noticed the product list was now empty and there was nothing there. Checking the database, SC+ had used the SupportRep's UserID in the RequesterID column rather than using the Contacts UserID's almost suggesting that SC+ is matching on Strings for
Ability to arrange reports and report folders
Currrently you cannot arrange Report Folders, so we continually have to scroll down and expend a folder before we can producing our custom reports. It would be nice if we could move the display order of the Folder so we can put the most used at the top and specify if they should be open when you load the reports page. The same goes for the Reports themselves, As soon as you edit a report it moved to the bottom of the list in the folder, meaning if you have a large list of reports, change the one
How can I move to MultiLanguage version
Hi , I would like to move to MultiLanguage Version of supportcenter. Can you please assist me Thanks Mark
include days in elapsed time field on rapports
Elapsed time field can only register hours:min:sec. We would like to be able to have days there as well, so it is easier to understand (when requests take very long to fix, like 456 hours is difficult to understand )
Syslog
Is there a way to send the logs for Support Center to my syslog server?
Change Overdue Status
Hi, I have a problem with Overdue Status of a request. How can I change it? Thanks, MCong
additional contact details can't edit when i watch a request
Hi, When i create a contact with contact - additional field: company. however, when i receives a request of this contact, i can't edit company field. Help me, Thanks!
Deleting a report
Hi Guys, When trying to delete a report I am getting a small pop-up window like below. How can I delete a report, are there any restrictions that I should be aware of? thanks, Sandoor P.S. The report in question is custom built, not one of the standard ones.
now I want to change again plus it I do not load the new ima
I changed to the image of exhibition of supportcenter plus. now I want to change again plus it I do not load the new images already I used different names, more the program always I keep the first loaded image. how I make to change the image?
Assigning support rep to Request(s) failed
Hi i cannot assign jobs to a different technician once i create a request. also i cannot perform any updates on the request and cannot close the job as well. please advise system log says the following Exception while trying to send notification for the request. Thanks Ravi
Archiving
Hi There, It would be great to have an Archiving module that allows old requests to be archived, as well as old Contacts based on a period of inactivity. Thanks Daniel :D
Data Dirctionary?
Evening! This is possibly an abnormal request -- however, is there a Data Dictionary available for the Support Centre Plus database? Although this product allows you to build Query based reports, we do not currently have available the information for which to build these queries. Do any others have a need for this? Integration & Support of data-mining products (Cognos) is part of our *own* product, and furthering the utilization internally with Support Centre would be much loved. Thanks, Matte
Business Rules - Sub-category issue
This is a problem I was able to reproduce in two separate installations of SC+ 6007. I create business rules that look for specific e-mail addresses and attempt to automatically assign a Category and Sub-category. I save the changes, go back to the main Business Rules screen, then open the business rules again only to discover that the Sub-category settings in the "Actions Set" section are missing. I tried to create a Business rule without a Category assignment but with only a Sub-category assignment
Error when sending response to a Request
Afternoon, This is quite serious -- we're receiving this message on certain Request responses. 'Exception while trying to send notification for Request ID : 4978 Mail sending failed.' Any idea what's causing it? Additionally, we lose the majority of the reply body when this error occurs. Help? Thanks, Matte
Ability to disable Support Reps, Contacts, Accounts and Products
Ability to disable Support Reps, Contacts and Accounts so that requests can no longer be raised against these contacts and can no longer be assigned to disabled support reps, they will dissaper from the relevant lists when creating new requests. This can also apply to Products. products we may no longer support them with, but need to be able to Update the requests without the Product field changing to blank because we have removed the product from their list of products. Simply being able to deactivate
flip to open from InProgress status
Requests flip to open on reply from customer when status is OnHold or any other timer off status. And timer starts running.
AD worksations department wise
how to see a report AD worksations department wise
as in accordance with to change the color of requests SLA
as in accordance with to change the color of requests SLA. When the request will be next to be successful or same ja will have looser, being shown in the console with different color
Additional field sorting and editing
Have the ability to arrange the order of items in an additional field pick list. At the moment you have to have them show in the order that you add them. You also cannot edit the items you have added into the list, and if you have a large number of requests assigned to a certain item you cannot easily change it.
timezone changing
Greets, I've installed and import backup into 'new' SC+(build 6009). After that i've stopped service. And tryed to change timezone on the server(debian linux). When i've tryed to start SC+ after timezone changing i'm getting error 527 How can i change timezone on the server? Thanks, dreik
Reply button for clients
Hi Guys, I wanna know why the Reply Button is not available for the clients?. Is very dificult for the client look for the "Add a note", they never know how can they respond for a request from the web console and they always have to call us. Is this option considered in the Roadmap?, this is very important. Thanks
Add a “date added” field to the attachment list, sort on date added
Add a “date added” field to the attachment list, sort on date added
Inline HTML option for Scheduled reports
When viewing a report, there is an option to "Mail This Report" with a format options of "Inline HTML". This is not an option when scheduling reports. Can this be included as an option for Scheduled reports?
Tiered Account Structure
We need a "tiered" Account setup. We have Accounts that have a corporate office, multiple divisions under the corporate, multiple regions under the divisions, and multiple sites under each region. Corporate Account ->Division 1 -->Region 1A --->Site 1A1 --->Site 1A2 -->Region 1B --->Site 1B1 ->Division 2 What I would like to see, is each site can view it's requests, each region could view requests of sites under it, each division could view requests from the regions/sites under it, and corporate
Support Plans in SC+
Right now, I dont see any use for the Support Plan feature in SC+. We want to add a client a specific Support Plan Silver / Gold / Platinum and depending of the Support Plan that they have 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. Regards
Reply Button for the Client Web Site of SC+
Hi, I will like to recomend, add the the same reply button that the Support Reps use for the Clients. This is very important because they will have the option to reply their cases and also attach files when is necesary.
how can a contact edit/update (own) requests?
is there a option?
self-service supportcenter plus
we have supportcenter plus configured in the company with last version 6009, however I am not obtaining to publish the vestibule self-service. Already we apply the configuration in the system more does not function.
he portal of supportcenter plus does not appear
the portal of supportcenter plus does not appear for standard configured the same inside of the tool more does not appear has some configuration that I must make to appear? my version is 6009
Automatic syncronization of accounts/contacts
I would like the ability to automatically syncronize accounts and contacts either through the Outlook sync or from CSV. It could be run as a scheduled task on the server, or run from a client. I see this as a very important feature as our contacts are managed from a central CRM system, and we are not allowed to create new customers outside this system. I belive this is central to many enterprise setups, and this feature of automatic sync would greatly enhance SC+ ability to integrate to other systems.
Feature Request -- Add Solution (but not *publish*)
Hey Hey, Would it be possible to add a permission set to the Solution area? We'd like to have fellow co-workers be able to create/add Solutions, but defer publishing their new Solutions/KB articles to others with a specific permission-set? This would be along the lines of Creator vs. Verifier. Thanks, Matte
Cannot change language or put to English for all requestors
Can anyone please help me how a user/requestor can change the language or how I set one langueg (EN) for all? I have users in 15 countries and they all see it in Dutch ... ? I tried changing wrapper.conf on server wrapper.java.additional.15=-Duser.language=en wrapper.java.additional.16=-Duser.country=US I tried changing regional settings on the clients I tried changing IE language on the clients Nothing allows me to change the language or put it in EN.
Duplicate Requests showing in Request List after 6008 update
Since upgrading to 6008, I now have several duplicate lines of the same request. There is no pattern that I can find. Sometimes there is 2, 3, 4 or 5 of the same line. I have attached a screenshot. Ken
Searching Product Serial Number from Accounts
Hi; I've added "Serial Number" field by using "Sales additional field" in SC+. After that, I've associated the product with the serial number to the account. I'm trying to find which account has the product with that serial number by using "Search in Accounts" function in main page. However, I couldn't find any account with that serial number. I think that SC+ does not look for "Product" area while using "Search in Accounts" function. Is there any way to search in product fields?It is very important
6008 -- Still unable to delete Requests
Afternoon, We have installed 6008, and are still having issues with deletion of requests (ie. We are still unable). Please see excerpt from the log, attached. Your speedy reply would be appreciated.
Customer Portal Workorder.do error
Afternoon, Applied 6008 on Friday, and at the moment our customers are seeing the attached error. This only seems to happen in IE7, and *not* in Firefox. Only customers see this error -- additionally, when the OK through the dialog box, it takes them to a 'Internet Explorer cannot display the webpage' error.
Creating New Account Manager Fails
I tried creating a new Account Manager and received the following error. FAILURE : One of the value for the AccountManager which is mandatory is set as NULL. Hence cannot add this AccountManager. I have all fields filled in even though "Name" is the only one marked as mandatory. Is this new feature active yet? Am I missing another step? Ken
New Issue in 6009: Can't Sort Requests as Administrator
New issue I just found. When logged in as the administrator, if I try to sort the Request columns, I get the following error: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: State cookie is not passed along with the request. Can happen in case of use of back button. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51)
Business rules does not change priority
Hi, I have noticed that when I have a business rule, that modifies some data on the request upon creation, this rule does not change the priority although it IS set up to do so. Here's my example: For certain categories, our requests need to be placed in a certain group, and the priority needs to be changed to a certain value. So the rule is: IF Category is "Change Request" THEN SET Priority as "3-Low" AND PLACE IN Group "Priority 3 -Low and other" Now when a request is entered with Category change
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