IT STILL NOT WORKING !!!
we are in the same situation: we can't delete tickets. We spend severals weeks with this bug... We pay a license but we wonder why ... We lose too much time with this bug! See old (?) request 168041
SupportCenter 6008 released...!!!
Hi All, SupportCenter 6008 is released. The hotfix can be downloaded from : http://manageengine.adventnet.com/products/support-center/service-packs.html The issues fixed in this hotfix are available at : http://manageengine.adventnet.com/products/support-center/sp-readme.html You can download the full build from here : http://manageengine.adventnet.com/products/support-center/download.html Please apply the hotfix and let us know your feedback. Thanks & Regards, Vinu Sreedharan
SupportCenter 6009 released...!!!
Hi All, SupportCenter 6009 is released. This hotfix corrects the issues that were not working in the previous build. The hotfix can be downloaded from : http://manageengine.adventnet.com/products/support-center/service-packs.html The issues fixed in this hotfix are available at : http://manageengine.adventnet.com/products/support-center/sp-readme.html You can download the full build from here : http://manageengine.adventnet.com/products/support-center/download.html Sorry for the trouble caused. Pls
Send to multiple email address
Hi , I would like to know if it's possible when you want to create a request to send multiple e-mails instead of one (in the contact filed) . When I try to add another addresse seperate with comma "," I got an error message .
Support Centre Plus 6008
Morning! It had been indicated that 6008 would be available by end of month. Can someone from staff update us on the release status of the hotfix? Thanks, Matte
SLA reflected by read/reviewed time or created time?
Evening! Are SLAs based on their READ time, or their Created time? For instance -- if a request is logged @ 8pm (without a Level set), and the SLA only reflects Business hours, does the SLA/Due date get set from the Creation date or the time that the Level was set (assuming that our SLAs are set to reflect Level)? An example: 1. request is submitted by Email @ 7pm (out of office hours), with no level. 2. request is not reviewed until 9:10am the next day -- and is set to Level 3 (with an SLA resolution
Feature Request: Outlook Calendaring/Maintenance Scheduling
Hi, It would be great if Support Center could handle client maintenance. Have like a section that lists what client maintenance is due for the month and also have the ability to compile a report which can be emailed to the client and once the maintenance has been completed. Also it would be good if we could schedule ad-hoc request into the support representatives calendar. cheers
Outlook integration failing
Hi We have a problem with the Outlook integration to SupportCenter plus. The initial sync works fine, and additional sync with new contacts works as well. Syncs involving updates to existing contacts however fail with the following messages in the log: [2007-09-21 13:47:38] - reading new contacts in supportcenter -- successfull [2007-09-21 13:47:38] - mapping outlook and supportcenter for contactsync [2007-09-21 13:47:38] - creating sync mappings for outlook and supportcenter [2007-09-21 13:47:38]
Browser compatibility
Hi Guys, Do you have a definitive list of which browsers and version numbers SupportCenter is compatible with? I was hoping to use it with Safari now that it has been released for XP platform but drop down selections don't seem to work. Cheers Simon
BUG - Save and Close does not notify
G'day Just found a bug in the system. When you enter a resolution and press the Save&Close button in the same screen the request is closed without sending out a notification. No trace also in the conversations pane. If I close it using the Closed button in the request screen it does notify. Can this please be fixed? thanks, Sandoor Version 6007 Win2k3 MSSQL
SupportCenter Plus JAVA CPU 100%
I have just downloaded SCPlus within the last week and am having a problem wiht the JAVA CPU utilization pegging at 100%. I an on the latest build and it has gotten to the point I cannot even get to the web page anymore. Wondering if anyone has any info about this. Thanks Don
French version of SC+
Hello, After your announcements on the subject , when will be the french or international version finally available ? Thank You Frederic
Custom SSL Certificate
I have downloaded the support center plus to test as we are looking at changing our helpdesk system. I'm happy so far. however we need to have our own ssl certificate for the url. So i managed to change the port number using the .bat file. But i don't know how to implement our ssl cert. Please help.
Does SC+ Support Incoming Emails Containing Embedded Images?
Hi, I am trialling SupportCenter Plus 6.0.0 (build 6007) and did a test in which I sent it a http formatted email containing embedded images. The request that was created did not show the embedded images - they were stripped out (not even shown as attachments). Is this normal behaviour for SC+ :?: I did find a post in the ServiceDesk Plus forum indicating that images should at least be included as attachments (see http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002664029).
Feature Request: Requests generate link to ticket
It would be good if when a user logs a request, one of the fields that could be included in the reply was something like $WebPortalLink that provided a direct link to view the details and updates of the request without needing to log in. This would allow the user to monitor the status of their issue without needing a logon accout to Support Center (this is something our users complain about a lot as they already have a lot of accounts with a lot of different systems). The URL to it should be encrypted
Mail Fetching Not Happening?
I'm evaluating SC for use in our organization. We're really excited about the mail fetching and how we can combine that with a web form and business rules to generate new requests. However whenever I turn Mail Fetching on, it doesn't seem to fetch anything. I set up a test account and sent it a message, but SC is never getting it. I've left it checking mail for 20 minutes without stopping it, and it's set to check the mail every one minute. The "Mail Fetching Status" line always says: "Last attempt
Integrate SCP with QuickBooks
Is there a way to integrate QuickBooks .QBW files into SCP so that the Contacts and Products sync between the two? Thanks, Gord
Install on W2K3 Server IIS6 SQL Express 2005 Not Working
I am trying to get SupportCenter Plus installed on W2K3 Server SP2, IIS6 and SQL Express 2005. The isntaller runs fine but does not appear to be creating a database in MSSQL. When I run the Web Client it opens FireFox browser (default) and attempts to connect to http://localhost:1/ which fails. I also try this URL in IE. The instructions for installing in this configuration in the Admin Guide are not clear with respect to requirements. I called support yesterday and asked if MSSQL had to be installed
Can't edit then update a request
Hello everyone, This is version 7 we are talkign about. This system is in production since yesterday. SImply put, when I try to edit the "request detail" information and I hit update, the is a icone saying : " Processing please wait " and it never does... It is impossible for me to edit and update a "request detail" I reinstalled JAVA, nothing.
XML requests by email
We are planning to use user-fillable PDF documents for customers to send us their support request if they can't get to our website. This sends the results to us in XML format. Is it possible to have these results imported straight into Support Centre, or do we need to receive into a database/spreadsheet, then manually enter into SC? Any time-saving advice appreciated.
Searching this forum only - How?
Hi Support, Can you advise on how, when i put my txt in the search box, that I limit my search to the SupportCenter forum only. It keeps coming up with references to every part of your software, and thats a lot! Maybe you could use your own Solutions database!!!! ;-) It would save you guys repeating yourselves and would save us hassling you, (maybe ) it's well worth it! Cheers Rich
Feature Request
Would it be possible to have an automated/scheduled import of contacts, either from a csv or from the Outlook plugin? We have all our customers in a seperate CRM system, and would like a daily sync.
ADDING/UPGRDING ACCOUNTS
MY SYSTEM ONLY ALLOW ME TO HAVE A MAX OF 25 ACCOUNTS, HOW DO I ADD /APPLY TO GET SAY 100 ACCOUNTS ?. TKS
HTTPS
Hi, How do i setup support cetnre to use SSL? Cheers
Can't Delete Requests
Morning! Since applying 6007, I can't seem to delete Requests. I simply get a message stating that the Delete Failed.... Has that functionality changed?
Windows Mobile Replies to a ticket create a new ticket
Hello, We are currently using SC+ Build 6007 and the email functionality is great as we have no one based in an office, it is all field people. Everyone has their email going to a Sprint PPC6700 phone with Windows Mobile 5. Whenever we reply to a ticket from the phones it instead creates a new ticket. This is very annoying as many times I can reply to a ticket while in a meeting or at lunch to simple requests or merely to advise the customer when I will be contacting them. I do not know where to
Survey Summary Report error
Afternoon, When running the Survey Summary Report, I receive this message in the Query Editor: 'FROM_UNIXTIME' is not a recognized function name. This is MS SQL 2000 SP4, Windows 2k3 Server. Thanks!
Feature Request - Hide the Quick Add/Search Side Panel
Evening! Unfortunately, at the office, I do not have a wide-screen monitor. This means that with the information I have displayed in the 'Requests' Windows, I can't quite see the full width of the information. Would it be possible to hide the left-hand side-panel? I figure this would work a lot like Expanding/Hiding conversation items when viewing a request. Thanks, Matte
Feature Request - Global View Reports
Would it be possible to make the reports/graphs available from the 'Global View' tab available within the reports section? Thanks, Matte
Feature Request - Hide users from the 'Support Team' Tab
Evening, We have several adminsitrative users (ie. VPs, Managers) who we really don't want listed within the 'Support Team' tab. We have a core team of ~5 people, and the other 15 are tertiary/support for us, but still require access to SC+. Would it be possible to add a flag for new Support reps to allow them to be permanently hidden from view within the 'Support Team' tab? Thanks, Matte
Is there a way to brand in the products HTML?
<title>AdventNet ManageEngine SupportCenter Plus</title> As a bookmark this is not a good summery, it should reflect the entity of the corporation it is servicing Also the associated favicon.ico is something I would like to change to match the associate corporation. Thanks
Case creation via email
Would it be possible (in a future release), to allow emails + requests to be received by SC+ (via email), but not create either the Contact or Case until they are approved? Cheers, Matte
Revert to Default Colour Scheme?
Evening! I messed around with the colour scheme for the customer portal...and...I messed it up -- it looks REALLY ugly. Is there a way to revert to the default colour scheme? Thanks
Send Login Credentials to Users + Customers
If a user already exists within SC+, but had not had login details created for them -- is it possible to send (or re-send) the credentials to them from SC+? Thanks, Matte
SC+ Database within a MS-SQL instance
Evening! We finally purchased SC+ today! I'm very glad to have implemented this solution.. however, one thing that I did not test during my proof-of-concept phase, was deploying SC+ on a MS-SQL server *instance*. When we attempt to change the DB server to our Production SQL box, within our Production instance, it fails. We receive a message indicating that it is an unknown server name. MS-SQL instances are defined within a connection string like so: ServerName\InstanceName Soooo, if I attempt to
Notifications -- $TicketOwner?
Evening! Quick question - within the notifications area, is the $TicketOwner the 'Requester' (customer), or the Support Rep assigned to the request? Thanks, Matte
Updating a case should not Notify members of the group
Evening! When I update a case's Level/Priority or change its Status, it currently sends out a notification email to all members of the group. It should not do that -- its annoying.
No description when fetching mails
Hi, I have a problem that sometimes no description is added to the request even though the customer has written one. I have tried to figure out when this occurs, because it does not occur always, but failed. From the same customer I have got two requests where one contained the description and one didn't. I found the following in the logfiles for the request that was created without description. Any ideas why this occurs?? Regards/Helena From logfile: |: Processing mails from 1 to 1| [10:11:20:749]|[09-11-2007]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[23]|:
Announcements to Customers
The Announcement feature is great, but not very friendly. The feature seems to only be able to send notifications to customers if we send to an email. Where the emails are already stored within SC+, would it be possible, when creating an Announcement, to allow us to send the update (or at least the link) to all current users/customers within SC+? This would be a great feature. Thanks, Matte
Manifest for the Next Hofix?
Evening! Thanks for informing me today that the 'can't delete requests,' issue is fixed in the forthcoming hotfix. This is good news for us! Can you inform us all of the planned features/fixes in the coming Hotfix? Thanks, Matte
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