Creating a View filter for requests w/Custom Fields
Evening, We've created a few custom fields within the 'Accounts' section (ie. ShortCustomerName), and would like to have that field included in the available options, when creating a filter for viewing cases.
Request showing filter
In request list page, there is a fliter menu, so one can see only open requests, only closed, only pending , only........but one cannot see requests sorted by status that were added by administrator. For example, I made a status "Paid", without timer, and status "Dismissed" without timer, but in request page in showing list I cannot see those entries, so if I want to see requests that were dismissed, I have to choose "All request" and then look for what I want.
Import accounts/contacts problem
I can't get the import of contacts to work correctly. I have two CSV files. One for accounts and one for contacts. I can import the accounts file without problem. All accounts are imported correctly. I then import the contacts. The only field mapped in the account import section is Account Name and then the rest are all contact fields. Even though these are only contact records, all account records display a status of "Overwritten Records" after the import. When I look at the account records, all
Service Desk changeover to Support Centre
We have installed and used the Service desk trial, but, we have decided to purchase to Support Centre pack. Can this be upgraded / merged to Support centre WITHOUT losing setup and tickets?? Thanks in Advance
SupportCenter V 6 Latest Download today - 09.09.2007
We cannot click on the remove login details on the main page - it gives us an error on line 50 char 3 Object doesnt support this property or method. Code 0 Any ideas?
Is there a way to assign a ticket to more then 1 person?
It would be beneficial for use to be able to assign a ticket to a support agent and a developer. Or a developer and a development lead person etc� I don't see an option to designate sending notifications to additional personnel on tickets in SC. Q: Is there a way to send notifications to people other then the single owner of a ticket? Within a ticket I would think there would be additional fields for notification both internally (support reps) and externally (incase the customer has additional personnel
Backup problem
Greetings I have fallowing problem during backup : Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) ===================================java.io.IOException: No such file or director y at java.io.FileOutputStream.writeBytes(Native Method) at java.io.FileOutputStream.write(Unknown Source) at sun.nio.cs.StreamEncoder$CharsetSE.writeBytes(Unknown Source) at sun.nio.cs.StreamEncoder$CharsetSE.implWrite(Unknown Source) at sun.nio.cs.StreamEncoder.write(Unknown
Seeking Feedback on Performance as Case Volumes Grow
Hi, I am evaluating SupportCenter for my company. I am interested in getting the user community's feedback on their experience with how SupportCenter performs as case volumes grow over time. I would also be interested in understanding how well the Request details section performs for long running requests that contain many email entries. Thanks.
Is there a way to automate sending a forgotten password?
Seems like that is a basic customer "self help" tool Thanks - BB
Editing the Requester
Evening! We have a slight issue... If you edit the Requestor of a case, the original Requestor is included in any further 'Reply' button hits from the case (within the CC field). This is problematic, as often, we receive Email notifications from either a notification service (built into our app), and we edit it to be a *Person*. Another situation where this occurs for us, is when we receive email notifications from our Answering service -- they send an email detailing the call they received, and
Ticket Life Report
For anyone who wanted it -- we built a report to show ticket lifetime averages (see the last page of the generated report). Cheers SELECT wo.WORKORDERID 'Request ID',wo.CREATEDTIME 'Created Time',wo.COMPLETEDTIME 'Completed Time',wo.TIMESPENTONREQ 'Elapsed Time',std.STATUSNAME 'Request Status' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID
SSL - URL redirection
We recently applied a SSL certificate to our helpdesk site. However we would like when a user goes to http://helpdesk.blah.blah that they get redirected to the https://helpdesk.blah.blah site. Anyone know how to do this? jdieffenbacher
Bug: Survey Email
When a Request Survey is emailed out to the users, the template contains: "Dear $ContactName," When the email is received, the message states: "Dear ContactName," The $ContactName variable is NOT being populated by the registered user. It's coming across as simply, "Contact Name".
Engineer Scheduling
Hi, Do you have any plans to add engineer/resource scheduling to this product? Many thanks Paul
Is it possible to suppress or hide unwanted Account fields?
Hi, Is it possible to hide or suppress standard Account fields on the Account details page that are not of interest and won't be used by my organisation? Thanks.
How to control display order of Account additional fields?
Hi, I am currently evaluating SupportCenter Plus for my company. I would like to know whether it is possible to control the order in which Account additional fields are shown in the Account detail page? Is the order of display simply the order in which you create them in the Account Additional Fields admin section? Or can you get finer control over their placement once they are created? Thanks.
Feature Request: Open support (forum) in new window
When I am using SC+ I go check on a regular base the userforum for new information. The forum screens are opened in the same of SC+. After that I can only get back through restarting SC+ page. Is it possible when we go to a supportlink, the page will be opened in a new window?
Problem after upgrading to 7007
When I upgraded my 6006 version to 6007, my home page has been shrinked. Even I tried deleting browser cache but no success. Have a look at attached screenshot.
Event Analyzer and web service
I have just installed Event Anaylzer on a windows 2003 server. I installed it as a service and data is being collected from other host. My question is how can I keep the web Service running when a users is not logged in. We keep all servers at a log in screen for security. THe only way I can get to the web interface from another PC is to make sure the Server running the Event Anaylzer is logged in and I start the web service. Is there a way to keep the web service running whil not logged in?
Client Connection
I have installed the Support Center Plus on one PC. I cannot connect to it from any other pc. i have tried from the other PC's http://192.168.4.200:8080 but it doesnt shouw anything. any help much appreciated. dan
email system configuration
to whom it may concern ; i have problem within the configuration of mailing system actually i have question what is fitch mail as far as i concerned it is grabing mail from exchange . and i have exchange server so how do i connect that with this help desk i gave the ip of my exchange plus user name and password but it didnt work so can you tell me the solution. and is there any option to connect this with active directory or LDAP. waiting for your respond asap
Line breaks in the Time Spent Description field
Would it be possible to get the Description field in the Time Spent section to recognise line breaks or return characters. Currently any text added into these fields has all line breaks removed which makes for rather hard reading if there is a lot of text. It also make it hard to read if there are a lot of time spent entries. Example: This is just a bunch of text to demonstrate our problem. This is just a bunch of text to demonstrate our problem. This is just a bunch of text to demonstrate our problem.
Default request view for contacts
Currently the default view for contacts when the log on is to show all their requests. However for key contacts at an account it makes sense for them to see all requests by default as it can be hard to explain to them the difference and remind them to switch views when the logon. Is this something that can be easily modified somewhere?
Installation Error
What shall I do when I see this in the dblog after trying to install? I have SQL Express installed on the local machine. E:\AdventNet\ME\SupportCenter>.\jre\bin\java -cp .\server\default\lib\SDUtils.jar;.\server\default\lib\mysql_connector.jar;.\server\default\lib\jtds-1.2.jar com.adventnet.servicedesk.tools.ChangeDBServer stype=mssql host=localhost port=1433 user=sa password=xxxxxxxxx serverpath=E:\AdventNet\ME\SupportCenter ---- Creating Database------ Network error IOException: Connection refused:
Prevent requests from being opened via email?
Hello, I'm evaluating ServiceDesk and so far I've been very impressed with it. One thing I'm curious about is whether users can be forced to open requests through the web portal, but still allow email communication back and forth between the requestor and technician? I'm trying to get our users to open requests with more detail. Right now they only open cases via email and I would like to move to forcing them use a portal for initial contact, and then allow email to be exchanged. So far I haven't
SLA Rule Criteria
Hello I'd like to request an addition to the SLA rule criteria. I'd like to have GROUP included in the criteria list as we run multiple teams of support reps. However currently we have send notifications to ALL reps whenever an SLA exception occurs. If we were able to filter by group I could create a rule for each group and thus avoid sending notifications to ALL support reps. I trust this is sufficient information to explain my problem. Cheers Jeff MacKenzie
Modify Request Due By Date
Hello I'd like to request support reps be given the ability to change Due By date as we have many projects that change due by date due to external delays etc. Currently this task can only be performed by reps with administrator status which means I have to grant administrator status to all support reps. I would much prefer the ability to grant this right independent of administrator status. Preferably via the Edit roles page. i.e. an additional tick box for requests. Many thanks Regards Jeff
Ability to change what icons are shown in a view
I'd like to be able to have the system send out a request notification to the contact, WITHOUT the green e-mail-icon being seen in the list of cases. In our organization, a green e-mail Icon means that the case is waiting for input from the customer and thus the engineers might not open the case, waiting for it to go red with a reply. Perhaps a simple tic-box in the config "Ignore system emails in lists" or something like that. I still want MANUALLY created emails make the green icon show, but not
SC+ not starting
We recently installed OpManager MSP onto out server and found that SC+ wouldn't start. We've since removed OpManager MSP and we still have the same problem. Any idea what we can look at to get this back up and running?
Account and Time Entry
Hello, I am using the trial version of Supportcenter and am so far very impressed. My question is, is there a way to perform the following: Have a field (example: rate) on the Account page which will contain the rate that our firm charges the account/client. On the Time Entry page have it already populate the cost depending on the hours put in. 1 hour = $100 Ability to run report to see what the tech cost was and how much profit is to the company. Tech costs $50 Company recieves $50 if client rate
1 Contact for different Accounts
Dear all, we are a master -reseller and we sell products to resellers. so our contacts may have different accounts to be responsible for (only the resellers ask questions in our suppor t portal), but it is not possible to link one contact to different accounts (endusers etc.) is there a way to manage our problem? is this on your roadmap?
web portal vs self-service feature
What is the value of the web portal vs the regular self-service? The self-service has authentication in which the user/customer can login to submit/view requests and get information. I see the web portal feature which does not have authentication -- just a URL link. The web portal allows for customization of what the user/customer can view -- links, messages, etc. Will the self-service and web portal features be merged in future releases where there is only one portal and that portal can be customized
Roles question
Hi, I do not see a way to assign/limit rights to the contact module of the system. I do see that I can assign righst to the account module. Does this mean that the rights set in the account module also reflect to the contact module? I am asking because I do not want to allow everybody to create contacts and are looking for a way to limit. thanks, Sandoor
No contact notification when Adding Note or Replying from EM
We're testing the SCP product have noticed several things. We have the option to send notification to the contact when a ticket is updated enabled, however it does not seem to be working. Perhaps we're doing something wrong - we're sending out notification to a group when the incident is first created. Sometimes, we'll reply to that email as a means to get more information from the client/contact but the system does not forward this reply to the client as a ticket update. Furthermore, when we "add
Small glitch in closing the approval tab
Hi, Found a tiny glitch in the program If you receive a mail for approval and you follow the link and do your thing, after submitting the approval, you will end up in a webpage stating: Your Decision has been recorded. Thank you for your Co-operation! [ Close ] Now when your press the close link, in IE the tab/page is closed but in FF this does not work. regards, Sandoor
Support Center Request Tab - All Requests not displaying
Hi Folks We use Support Center Plus and when I log in a Support User, with a custom Role as Support_Team_Role, I can no longer see the view of all request previously managed and owned by that user. Now all request are visible under the administrator user (top level) We have been using this user: support successfully until today. Can anyone advise what is the matter. Further information upon request. And yes we have a backup from yesterday. Incidently the reports are also misbeahving as none of the
Request History - Problem with Requester ID
Hi, Not sure if this is by design but I am assuming this is bugged, therefor reporting this as an issue. When you edit a request this is kept in the request history, that is fine. But in case you change the Requester ID from person A to person B, it seems that the history takes the primary key (ID #) rather than the name of the person. This of course makes it hard to track what happened as this information is not accessible in your system and you would have to go into the database to find out the
Contacts Reports
Dear, We are thinking about buying a license for the AdventNet SupportCenter Plus, but first we have some questions i hope you can help us with. 1. Is it possible to also turn 'Reports' on for our customers? So that they can see things like 'Summary Reports' and 'Reports by completed requests' ? If not, will it be possible in the near future? 2. Is it possible for our customers to create categories by themself? The created category should only be visible to the customer who created it, and they should
User updating an assigned Task received error 500
Morning! I've created a Task, and assigned it to a support rep (with general permissions). When he attempts to edit it, he receives an error 500 -- indicating (in the attached TXT file) that he does not have sufficient privileges. Using 6007. Thanks, Matte
Make cursor go to head of email on reply button press
When entering a reply from the request screen, it would be a time saver and a slight improvement in user experience if the cursor could automatically be placed at the top line of the description field, allowing the user to simply start typing the update.
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