Editing multiple requests not being handled correctly
I have several requests that are assigned to a GROUP. When I select all 5 (for example), and assign those requests to a SupportRep, the GROUP is set for "Leave it as is it", but when I select a SupportRep and save...the group that was assigned to the requests is blanked out. Likewise, if I (re) edit those same 5 requests and (re) select the GROUP as "Network", with the SupportRep being set as "Leave it as it is", it blanks the SupportRep out upon saving. If you don't change the GROUP and the SUPPORT
Problem with links in webPortal
Hi to all, it seems that when using sd/SolutionsHome.sd I do not have the link panel , only the title is shown
Difference between OPEN and PENDING requests
I don't understand the difference between an OPEN request and a PENDING request. Please elaborate. Thank you.
Moving SupportCenter
Hi Guys, We have installed supportcenter on our remote hosted web server, as a recent power outage at the office caused us problems. I have installed the latest trial version from the web, and applied our licence. When I start the server, it gets half way along with the progress bar, disappears and then the SC icon appears in the system tray. Go to click it and it also disappears. Any ideas anyone??
Webportal
How do I set up my own website home page to use your webportal thats in the settings page. All I seem to be able to get is the main customer log in portal page. Also is there anyway to replace the main "paper men" images on the background to the main log in page so that the site looks more customised. I know I can put my own logo on there but would like it to be better than it currently is.
Howto reseed the Case ID?
Morning! We'd like to re-seed/renumber the Tickets, so that we can match the numbering up with our current system. How difficult would this be?
JavaScript Errors
Greetings! I'm in the process of testing SupportCenter Plus for our company needs, and this system is definitely much better than what we currently have. Everything seems to work fine when we're connecting in a LAN environment. However, when I try to access SupportCenter from outside our LAN environment, I frequently get Javacript error messages. For example, I cannot log out due to said errors. The error details shows as the following (I changed the website name): Line: 1 Char: 2 Error: Object expected
Tips & Tricks - A useful bug in Request Filters
Normally, you can only create a request filter with various Filter Sets that are either all AND or all OR. You can't mix and match AND/OR conditions. When you click the repective, "Match ALL of the following (AND)" or the "Match ALL of the following (OR)" radio buttons, it applies the AND/OR condition to ALL filter sets. It would be prefered that the toggling of AND/OR was possible on a per-line basis of the filter sets configured. I have found a bug which allows you to do this. Assume you want to
Making overdue requests change colour
Hello, Is it possible to make any overdue request change colour to say red, so they stand out in the request list? Cheers.
Defficient recovery option
Hello I made a backup few days ago with the 6001 version (because of a re-install of windows) but the recovery data with the backup doesn't work. All my support service is blocked because of a defficient recovery option. I need a reparation of the database ASAP (i have sent you a message with logs 2 days ago and i still have no response : i'm afraid that you forget my request. It's not an option) Best Regards
Email Speratic Retrieval
When submitting tickets via email to the system they are not all being taken. We are running SD 6 (6008) and have been recieving emails fine but for the last week submissions have been reported and the system is not receiving the tickets. Please assist
Default permissions for Solutions
When I add a new Account it is given permission to all solutions by default. Can I change it so that it give permission to no solutions by default? I don't want some users to accidentally have access to solutions that I don't want them to see.
Editing a field causes request to become bold
Edit any of the quick-edit items in the request. Then when you look at that case in the listview, it shows up as bold, inferring that the engineer responsible for that case should look at it. It should not do that, or if anything, it should not do that when the engineer that is assigned to the case makes the change. perhaps only when the customer makes a change to one of those fields from their interface.
Notes not in Print Preview
Hi, since upgrading to v6, I cannot get the notes added to a request to be printed in the Print Preview. Can this be changed or am I missing something.
SupportCenter 6006 available !!!
Hi All, The 6006 hotfix is now available. This hotfix CAN BE APPLIED OVER BUILD NO. 6000,6001,6003,6004& 6005 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
Swedish (And other languages) in outgoing emails courrupts
As we have previously stated, we have a problem with our outgoing emails to customers hotmail-addresses gets all the Swedish characters (������) garbled when the customer reads his mail. We've been told that this was in the pipeline for 6001, but it seems it's not yet implemented in 6004.
Login details on login page
Hello, I would like to know how to make the window �Login details� disappear on the identification page. When clicking on the small cross it does disappear (under Firefox but not IE7) but if one connects again, it reappears. How can I make this useless window (really useless) disappear for the rest of my life? Regards
service desk plus operation time
Is there any way we can cater the operation timing for the service desk application in such a set up (e.g. from Monday to Friday, operation time from 9am to 5pm and on Saturday is from 9am to 12pm)?
6.0 Demo
will the demo site be upgraded to 6.0 at some point????
Question on Due Dates for Categories/Sub Categories
This is really an "SLA" question, but I don't think it's possible in the product with the current features. I want to define SLAs (and, ultimately, due dates when new requests are entered) based on the Category/SubCategory. For example, if a user/Helpdesk tech submits a new request and it is an "Internet/Email" (cat/subcat) request, it will have an automatic due date in 3 days. If they submit an "Internet/Outage" it has a due date in 2 hours, etc. I'd like to establish pre-defined due dates based
Question on Due Dates for Categories/Sub Categories
This is really an "SLA" question, but I don't think it's possible in the product with the current features. I want to define SLAs (and, ultimately, due dates when new requests are entered) based on the Category/SubCategory. For example, if a user/Helpdesk tech submits a new request and it is an "Internet/Email" (cat/subcat) request, it will have an automatic due date in 3 days. If they submit an "Internet/Outage" it has a due date in 2 hours, etc. I'd like to establish pre-defined due dates based
Cannot see new Solution Topics
"General" is the only pre-canned solution Topic I've kept since installing the demo. I've created additional topics/sub-topics and NONE of those are visable by an end user. Only "General" is seen. I do not see any rights/permission options when "Managing Topics". How do I configure these topics to make them visible to the end-users? Thanks in advance.
SupportCenter Roadmap
Hi All, Here is the set of features that we plan to address in the coming months. * SLA o Ability to configure & generate notifications prior to requests becoming overdue (SLA configuration) o Notifications on SLA expiry date o Support Plan would be based on per product basis. * Billing module o To have billing based on Accounts & SLAs o Report enhancements w.r.t Billing * Report Module Enhancements o Improved Presentation of report data o Export features like PDF, CSV, HTML o More Account & Product
Outlook sync not working
I have installed the add-on - and the sync shows that it worked 100%. But the summary show 0 imported. No changes to our Accounts or Contacts in SP.
Default request status on new case
We are using the timers in Support centre plus but the default case status on a new case is "open" so as soon as a client logs a case via web portal, the default status is "Open" and therefore the timer commences from when the case is created and not when it is picked. Is it possible to change the default case status to a custom one like "New Case" which the timer is set to stop? The reason for this is we want the timer to be started manually once the case is picked by the support engineer so we
Bug -- 'Due Time' not saving
Evening! Continuing to test this product (still looking like the best of what we're evaluating), and have run into a little bit of a snag. When a new Request comes in, it *does* set the 'Due Time', however -- if I edit any field within that section (group, level, support rep, etc), the 'Due Time' field is set to -. Thanks!
How do I build a report to show case volume?
Evening! I'm trying to build (what I thought was) a simple report, with line graph, that shows an aged account of how many cases are currently open/investigating in the system. Our current reporting allows us to spit out a report that shows the amount of open cases in the system, point in time on a Friday, and the previous X number of fridays.
Responded Date; status not updated
Hi, I am testing the 6.001 build as we are looking for a new system to support our external customers. So far the product looks good but there is one small issue, I cannot seem to get over. With all my created issues, the Responded Date keeps returning "Not yet responded". So far I have done the following to try and get this status updated: - Created internal note - Created external note - Send an e-mail to customer using the Reply button on the issue - Updated some request parameters like Status
Scheduled Reports: Format options
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?
Support Rep notifications - cannot remove all Reps
Hi We had set up "Alert the following support reps by SMS when a new request is created" but then decided to disable it and remove all the reps from the "Choose" list. However you can't remove all the support reps: if you have none selected, you get an error message on clicking Ok which says "Select the Support Rep name from the list". But I want to have *none* selected - I can't seem to do this. Any suggestions?
Custom summary report
Hello, Is it possible to create a custom report that contains information about a service request such as Title, Description, solution, Priority,... I need this kind of report each month for each service request we received. This will handed over to the customer. thanks, Johan
How to change the ID Request number after normal usage
Hi, I saw an item into your knoledge base to modify the ID reuest number and to start at one specific value. Explanations works fine with a fresh empty DB (with SC v5.0 build 5036) But now my issue is: I have modified the ID request number to have for example the beginning ID with the year value like 2005xxxxx Now I would like change this value for this year like 2007xxxxx I try to change the ID request with same procedure. But when Support Center restart the ID request go back to 2005xxxx How does
Configuration of notifications
HI, I would like to know if there is any option to configure the notifications sent by support center plus, like using the company logo and other html options like tables and colors. Regards Fernando
How to recover reject mails?
Hello, by error the "Do not log the request " option was checked in the "Contact auto-addition configuration" of the "Settings". We have not received any mail during several days for this day. Is there a possibility to recover these mail or they are lost? Best regards
Feature request: resend reply from support rep
Hi I would like to request a feature: when we send out responses through support center sometimes the recipient doesn't reply before the issue due date arrives. So when the due date is up it would be useful to send a reminder to the request originator which includes our last message. I see the assumed message flow currently is: 1. incoming request to support center - message #1 2. we respond - message #2 3. customer responds - message #3 4. we respond - message #4 However without message #3 coming
Feature request? (Read only customer access)
Hi there, We have a large customer who would like to have a generic account that they can give to certain people (board members), which is able to view all requests for their account, but is unable to add new requests, or edit any existing requests. Is this currently possible, and if not, can we have this implemented please? I'm sure there are others out there who would find this useful. Regards, jason
Product disappears in Request
I found an issue when using the new "quick" edit feature of the request page. This is where you can change a single field by clicking on it. Anytime you make a change to any of the editable fields, the Product field is erased. If you actually go into the original edit page and make changes the product stays set. Anyone else having this issue?
1) How to use links in web portal configuration 2) Filters
Hi there I have 2 questions re version 6 features (so far): 1) How to use the Links section of the Web Portal Configuration? I added a URL to the "Browse Solutions" link but don't see any change when I log in as a customer to the portal. 2) The new feature in version 6 to create custom filters is great, just what we needed. However, customers don't seem to be able to do this, is that right? Many thanks in advance for help Patricia
Setting watchers on a request
Hi, Maybe I am missing this, but is there any way to set 'watchers' on a particular request? To be more specific, what I am trying to do is set notification rules for an individual request. Thanks
Email Fetching - Forward unknow email to a mailbox
is it possible to forward unknow emails (contact does not exists in the system) to forward to an another mailbox instead of selecting one of the predefined actions. Thanks, Efem
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