Feature Request - Reporting on Age vs. Life of Cases
Afternoon! Our PO goes through for Support Centre Plus next week, and theres only ONE relatively major thing that is bugging us -- no canned/premade Age vs. Life of Requests reports. This seems like a large omission on the report section, to me... What we'd love to see is a canned report, or one that we can build off of in order to show the Average AGE (how long cases have been in an 'Open' status for), and the Average LIFE (the average amount of time that cases, overall, have been open). I'd rather
Starting / Shutting Down SC+ w/Ubuntu
Hey Hey, We've deployed SC+ in our POC environment on an Ubuntu Server. Has anyone reccomendations on how we should have this integrated with Startup and Shutdown? We're running it on port 80, so it does require root privs...the shutdown is always odd, too -- sh shutdown.sh -S grr. Any thoughts?
SupportCenter Plus integration with LDAP or Active Directory
It has been requested that we look at implementing Support Center Plus. We however require that any new application we set up in the business integrates with our directory service. What integration options exist for SupportCenter Plus and either AD or LDAP? This will be a show stopper. They will not be allowed to buy the software if it cannot integrate with AD or LDAP
Cannot create a single request
HI! We just installed SC+ build 6007 and configured it. When I try to create a new request (logged in as Administrator) and click "save", the request is not created and no error message is displayed on screen. The screen just refreshes... and nothing. The only thing we can see is a small "x" as if some kind of message should be presented at the top of the "Open Requests" section. If I mouse over the x I can read "sdp.requests.hide". That's it. Ideas? Thierry
Can i display a Solution Number ?
Hi, i'm interesting by the Knownledge Database feature of SC+. I didn't see any reference number or ID when i create a new solution entry in SC+. I think it's more easy to talk about a reference or ID when i give a response to a customer or a contact. Rgds Jack
SupportCenter 6007 available !!!
Hi All, The 6007 hotfix is now available. This hotfix CAN BE APPLIED OVER BUILD NO. 6000,6001,6003,6004,6005& 6006 This patch will address the performance issues You can download the hotfix from here : http://manageengine.adventnet.com/products/support-center/service-packs.html The features added& issues fixed in this release are available here : http://manageengine.adventnet.com/products/support-center/sp-readme.html The complete download (Windows & Linux) is available here : http://manageengine.adventnet.com/products/support-center/download.html
Show/Hide fields in request forms
How do I show or hide fields in the default request form, or in creating a new request template, for technician so that when filling a new request form the fields will not be available?
Time entry...
Dear sir, i am working with a trial version of your software and i am facing one small problem. When a support rep wants to add a time entry even that in the form of the entry time&date is shown ok, when you save the event it shows 01/01/1970!!! After this you have to edit the event and it shows ok... I use the 6000 trial version downloaded from your site. Regards
SMS Issue/Feature
Can we limit SMS notification to priority 1 items items please?
Sending attachments in a reply from customer
Hi, I have an issue with the system. We often ask our customers for screenshots. Now we do this using the reply button on the requests and asking customers to reply to the mail. I just tested this and now the attachment does not appear on the request. I suppose this is not by design. I am also sure I tested this before and it did work. What can be a reason and how can I make sure the attachments are coming in with the mail? Thank you, Sandoor
ServiceDesk Server fails to start
I'm having some trouble with SupportCenter Plus. Repeatedly have rebooted the computer, uninstalled and reinstalled the software and to no avail ServerDesk Server continues to fail to start. Some times it will fail at an early stage usually around "Server Container Started" and sometimes it will get even further that and will then fail. Any help greatly appreciated. I have this installed on my local XP Pro computer for testing purposes.
Reports - when change filter from AND to OR changes all line
Hi Support, I am trying to create a report that shows Request status is not Open or Closed AND Category is Bug or Wishlist OR Level is Resolved OR Priority is Critical When I add the filter lines and choose what I would like the status of the line to be, either an AND or an OR it changes all of the lines For example I add the first line as above with AND selected I add the second line with AND still selected and the line is shown as an AND Then I add the third line and before choosing Add Filter
Completed vs Closed requests
Hi, If I log on as a customer, I am presented with a number of views for my requests. Now I am wandering what is the difference between "My Completed Requests" and "My Closed Requests". From the User Manual I learned that My Completed Requests is To view all your requests that have been attended to and closed So what is the difference between Completed and Closed and what is the trigger for either one of them? Thank you, Sandoor
Bug: User portal and Solution Topic - View permissions
We have certain Solution topics we don't want shown to ANY accounts. They are for IT/SupportRep use, only. It's currently a pain to set these permissions because EACH new account we add, we have to remember to remove the checkboxes on those Solutions so those account can't view them. We imported over 134 accounts on Monday and have to edit EACH ONE, individually, and make these settings changes. There is no mass-edit like there is for Requests, in terms of Account settings. However, when users view
Critical problem with upgrade to 6006 build
Hi, I just attempted an upgrade to the 6006 build. In fact the upgrade did go well with your updater but ever since the service will not start. Hence the system in NOT operational at this time! What happens when starting the server, during the sequence (you see the splash screen) the startup is terminated. When reviewing the logs it says that there is a configuration error and in another log it says that JVM terminated unexpectedly. Could somebody please help me urgently with this? Thank you, Sandoor
Win2003 x64 I can't backup Support Centre
Hi, Windows 2003 x64 SP2 Support Centre Plus licensed. I can not backup data. I received next error: java.sql.SQLException: Communication link failure: java.net.SocketException, underlying cause: Connection reset.
Wrong CREATION time...?
Hi there, i noticed that when i create a request, the creation time is 8 hours earlier.. Why this happens? is it configurable? I have the time zones set correctly. Regards
Time zone wrong?
Hi there, when i try to make a request the time that is created is 8 hours ago... is this a bug? from where i can fix mysql timezone? Thanks
Few issues in 6006 Build
Hi to all, Since I install the hotfix 6006 to SC now I am having diferent issues like this: 1.- The Conversations in the request are too long now since build 6006. Before you can see the client replys and your reply as a Support Rep, for example: Client Support Rep Client .. Now is like this: Client Support Rep System System Client System ..... If the case takes to long to close the conversations can be very, very long. I dont know why you guys put this in this build 2.- The Survey results are wrong,
Resetting requester ID
I have entered some 20-25 test call .now my actual request ID is generated from26. can I reset it.Can i customize requester ID in suppoer center
Can't open file: 'requestchargetype.ibd'
HI, Windows 2003 x64 SP2 Support Centre Plus Built 6006 (but with 6005 in About page) I have next errors in Event Log: ..\mysql\bin\mysqld-nt: Can't open file: 'requestchargetype.ibd' (errno: 1) Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0018eca2. Thanks for any support.
sync'ing with Outlook 2007 Business Contact Manager
Does the new Outlook integration work with BCM or only contacts under outlook? The accounts under BCM is where are customers are stored and that would be the area that needs sync'ed Thank you for your reply
SupportCenter 6.0 Web Portal Question
I don't find any documentation on the new Web Portal feature, other than I can make some changes to it from the admin link. What url do I give to my customers to take them to this look and feel?
Hide "Support" tab if not admin
I would like to hide the Support tab from my SupportReps. Can this be done? It would be nice to have "View Support Tab" as one of the ROLE settings, in addition to my other forum post desiring that the "Global View" is also a ROLE-based setting.
Feature Request: Editable Due Date
I noticed the Due Date field is not able to be manually specified when editing a request. I would think this would be a nice-to-have feature. If a user has logged a "Needs new Blackberry for a new employee" and that employee doesn't start for 3 weeks - having the ability for a SupportRep to manually edit the Due Date and specify the start date of the employee as the Due Date, would be beneficial. Even if a Due Date is determined by a configured SLA, having an editable Due Date would allow for SupportReps
Is it possible to set "View Requester Conv" as def
I noticed that each request you go into, "View All Conversations" is the default. In old, very busy tickets, this creates a lot of conversations being shown by users/system messages. Is there a way to have "View Requester Conversations" the default, instead?
Bug: Cannot search solutions with periods in string
I created several test solutions regarding wireless. When I search for "802.11" in solutions, nothing is found. 802.11 is one of the keywords. Keywords : wireless, wifi, ssid, 802.11 I've found that no keywords with punctuation can be searched for. I can search for "802", but not "802.11".
Bug: Mode of request received from sefl-service portal
I created a request through the self-service portal. The "mode" of that request is being stated as "e-mail". This isn't correct. IF anything, I would classify it as "Web form".
Removing text links?
At the top of the SupportRep interface, there are the following text links: ---------- About | Feedback | License | Change password | Help | Log out [ <yourname> ] ---------- At the bottom, there are: ---------- Home Requests Solutions Accounts Contacts Admin Reports Support ---------- I'd like to edit whatever source these are being call from and remove such items like "Feedback" and "Help" (we don't want our 45 SupportReps ALL giving your their feedback/help requests). I'd also like to ADD a few
Bug: Survey details wrong
I noticed in one of my sample surveys, the following date information: ---------- Survey Details Survey sent to: User Survey sent on: 13 Jul 2007, 17:22 Survey answered on: 06 Jul 2007, 14:54 ---------- It would be a little tough to answer a survey (July 6), 5 days before it was sent (July 13). I don't recall what other actions I took on this ticket. I may have closed it, reopened, closed again, etc. All I can tell you is what is reported in the Survey Results: Survey sent for Email improperly blocked
Feature request: Survey completion results email notificatio
We don't intend to send a survey for each closed request. We will probably send a "random" survey out to our users after every 10 requests, etc. Because of this "random" nature, I'd like to see a feature that included the ability to notify a selectable group of SupportReps anytime a survey is filled out - and include that survey in the email, if desired. The system might send out 10 surveys and only 2 users complete them. I'd like a certain set of SupportReps to receive a notification everytime a
Feature Request: $ActionBy variable in notifications
One variable I would like to see in email notifications is an "$ActionBy" that records which SupportRep took whatever action that resulted in the email notification. Let me give you an example... If "John Doe" is the Helpdesk staff that logged in and assigned Ticket #12345 to the "Network Group", in the email notification I would like to include this information on the bottom: "Ticked Assigned by: John Doe"
How to? (Edit 'A note has been added..' email)
When a Contact submits a note to a request and elects to include this note as an email to the SupportRep, is this an email that can be customized? I do not see anything pertaining to notes in the notification options. Please advise.
Feature Enhancements - a few ideas
While checking out the Support Center Plus, I came across these issues. Is this on the roadmap for the future ? 1. When a request is on hold , or any other Stop Timer setting (such as Waiting For Information From Client) status does not automatically go to Open when the client replies. Business rules do not help because they seem only to apply to new, incoming requests. Is it possible to add a new set of business rules that handles requests in-progress so that incoming replies from client can be
Bug: Settings regarding contact creation
I have my SETTINGS set for: When a new request arrives from an unknown contact: Do not log the request However, when a user submits a request from the Self-Service portal, not logged in (because, their account doesn't exist), the solution not only logs the request, but it creates a CONTACT record for them!
Feature Request: Search functionality
In my tests, I created 5 tickets. Each of these tickets were "unique", in that they existed in different categories, different subjects, etc. The only common denominator is that they were all tickets for a particular "branch location". In order to allow our Helpdesk to search for issues more easily, I need to be able to search on MULTIPLE items and have the search filter in an AND/OR manner like Google does. For example, I can search for "printer" and find the 1 ticket that has "Printer Problems"
Bug: Global View - Unassigned/Overdue request link not right
In my evaluation, I have several tickets assigned to individuals, and several unassigned tickets. My "Requests by Support Rep" on the Global View is currently as follows: (forgive the ulgy paste) Requests by Support Rep Open OnHold OverDue Tech #1 5 0 0 Tech #2 1 0 0 Unassigned 7 0 2 Total 13 0 2 When I click on the "5" OPEN for Tech #1, it takes me to those specific tickets. Same is true for the "1" OPEN for Tech #2. If I click on the "2" OverDue for Unassigned, it takes me to ALL open requests.
Bug: SLA rulesets and subcategories
When you are defining rulesets in SLAs, if you add a "Category" criteria and click the "Choose" button, you are presented with a pop-up window that states, "List of Category". If you add a "SubCategory" criteria and select the "Choose" button, it states, "List of null" and shows ALL SubCategories of ALL Categories...which is a really, really long list. While this probably isn't actually a "bug", because the application doesn't know what category you've defined...perhaps this feature could be enhanced
Account Details - Website URL length issue
In our intended deployment, we are going to register our various Branch Locations as "Accounts", and associate contacts with those "accounts". We have an internal monitoring solution for managing the WAN connectivity issues. We were going to specify the URL to this site-specific monitoring page in the "Website" field of the Account Details. We were going to do this because when we created a custom Account Field, we could not get the URL to the monitoring page to hyperlink. The "Website" field hyperlinks
Bug: "Open Requests" doesn't show all open request
Consider the following example - you have 10 open requests. 2 of them are over due. If you select the "Open Requests" view, it only shows 8. The 2 that are over due (but still open) are not displayed. This is what I would consider a big oversight. Over due requests are STILL open requests...just...overdue. When I want to view ALL OPEN TICKETS, I also expect to see my ones that are over due. I realize you could create a custom view that includes "open and over due", but the standard views should be
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