data restore
Hi, I have backedup my SC database and rebuilt the server from scrach. Inetialy I installed 5038 and upgraded to 6000 and patched it with 6003 last week before I rebuilt. I downloaded the latest build from your website 6003 and installed it. It worked but did not restore the database. I removed it completely and installed 5036 and upgraded it to 6000 and patched it to 6003, still the same error. The error indicates that there is a syntax error within the mysql. It is very urgent that I get the system
E-mail tags that define supportrep and other variables
Hi! I was just wondering wether or not it is possible to write some kind of tags in an incoming e-mail that defines what supportrep that is supposed to recieve the e-mail, and other information like what type of request it is, maybe phone-numbers and e-mailadresses and so on so that all the fields in the request fills out automatically based on the text in the e-mail. Example: Mailto: helpdesk@test.com Subject: Testmail to Supportrep 1234 Message: Testing. This e-mail is supposed to go to supportrep
Multiple e-mail addresses?
Hi - I am actually a customer of ServiceDesk but was directed to this forum. We have a group that must receive requests to multiple e-mail addresses. I have no problem forwarding them to a single mailbox and processing them normally. The issue is that I need all notifications and replies to come from the two distinct email addresses they were initially sent to, they can not be sent from the generic email account. I was told that SupportCenter could accomplish this but can't figure out how. Any ideas?
Bug in 6001
Guys just to let you know that after updating to 6001, scheduled requests are recreated for some reason. Efem
Languages
Hi, Can you tell me if the release for multi-language is soon? How can we change the language for all the pages? Thanks
Edit Roles page doesn't show current setting
Hi In the Admin page for Edit Roles, the page doesn't show the correct current setting for "Requests support rep is allowed to view" - I have set up a role with this setting as "All in group and assigned to him" and saved it, and yet every time I open this edit page, the "All" radio button is selected - i.e. not the current setting. I think it should display the current setting, otherwise unless I remember what it is there is no way to know what the current setting is. I have tried this in Firefox
Unable to update status for some requests
Running latest version. I have a problem where some requests cannot be updated. If I change the status it thinks about it for a while but does not change. If I edit the request I am also unable to change anything. When saving it just goes in an endless wait. This has happened to at least two requests and is taking precious time away from dealing with customers.
Time Spent entry is set to xx.xx.1970
There is a Bug wenn "Time Spent Entry" is created. Default it sets xx.xx.1970 as Entry Date. When edited to correct Date and Time, "Cost Entry Date" is set to "Today". This is not very helpfull for creating Time Spent Reports ...
Items that seemed to have dropped from the roadmap
A while back before the big jump to Version 6 there were discussions regarding the below topics. Can you please let us know if these have been dropped or perhaps forgotten? * Adding the HTML area feature to the notes section of Time Spent area * A calendar to allow scheduling of engineers Thanks
Installed v6 with two issues, but working
Hi there, We downloaded and installed v6 for Windows. (As we had minimal contacts, we uninstalled v5 and reboot first.) During the installation, we chose the MS-SQL version, but found that the Management Service would not remain running. We thought this was strange, as v5 had been working successfully prior to the v6 install. We then tried the install on another computer, again with the same issue. service would not stay running for more than 30 seconds. We then installed with the MySQL option, and
my first post
hi all! It�s my first post on this forum!!! I spent 5 days looking in google to find this forum very Nice Forum. see you jeremy ________________________ deserts
Bug: Self-Service portal and browsing solutions
While browsing the self service portal, on each of the "Popular Solutions" I click, I receive the following error: --------------- type Status report message /sd/AddSolution.do description The requested resource (/sd/AddSolution.do) is not available. --------------- The URL of one of the solutions (example) is: http://<server>:8080/sd/AddSolution.do?solID=1 This is true even if I Browse solutions, instead of using "Popular" and "Recent" links. No solutions, at all, can be viewed from the self-service
6006 Demo will not start today
Application logs state: There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. There may be a configuration problem: please check the logs.
Bug: Excessive group notifications
The group notifications subroutine calls in far too many instances when it shouldn't. The "added to group" notification should ONLY send an email if the Assigned Group changes. This is not the case. The group notification fires anytime any portion of the request is edited. 1. Change the Category from "General" to "Network", group notification fires. 2. Update the request and set the SubCategory to "Down Condition", group notification fires. 3. Change the request Contact, group notification fires.
Executing reports is not working
Hi, I have some troule with the reports, it is not possible for me to execute them even I am member of the SDReport and SDAdmin group. I always get the following error message: FAILURE :Unable to execute report Thanks for help! Jens
Cannot reply to 'Client login' post
I've tried quick reply and full reply on multiple posts and cannot submit content to that thread. There is clearly an issue at play here. My post intended for THAT thread, is included below. --- I noticed there are two portal URLs: http://localhost:8080/SolutionsHome.sd and http://localhost:8080/sd/SolutionsHome.sd The "/sd" URL appears to be the "correct" one. The one without the "sd" is formatted wrong, wrong colors, wrong settings. I've no idea why there are two separate URLs. AdventNet needs
Anyone's Group notifications work?
I am demoing SupportCenter and have the following configured under Notification Rules: "Alert group members by Email, when a new request is added to the group" For the life of me, I cannot get this notification to fire - either logged in as a user and submitting a form, logged in as a SupportRep and submitting a form, editing a Request and changing the Group to 'something'. Nothing, at any time, generates an email to everyone in that group saying there is a new Request. The "Alert Support Rep by
Cannot register for forum
I receive the following error when I click on "I agree" of the terms and conditions: You have exceeded the number of registration attempts for this session. Please try again later.
Error messages during update to 6005
Hi, during the update process to Version 6005 (from 6003). I got several error messages in the cmd window. How to handle his? I attached a txt file with (hopefully) the whole output from the cmd. THX Jens
Global View tab item
I have two SupportReps and the only difference between them is their assigned ROLES. One has Full Control over all components (Role: IT admin). The other is lacking Full Control AND Delete over all components (Role: IT). When SupportReps with the "IT" role log in, they do not see the "Global View" tab on the home page. Only SupportReps with the "IT Admin" role do. I want to make the Global View information available to ALL SupportReps, but I don't want to give them full control over all components.
customer submit a ticker off of web portal
when a customer submits a ticket for the first time through the portal the application is not sending out an email to anyone alerting of a new ticket. i've checked the notification rules but nothing happens. please advise
Feature Request: Allow Customers to Closing Tickets
Hey Hey, Something that would be very handy, would be to allow users to self-close tickets. Sometimes we leave certain resolution details to our users (running a SQL, for instance), and have left it up to them to close tickets.
Registered user posts now pending approval
I see that registered user posts are now "pending approval" on new threads. This was not the case a few days ago. Why has this changed? As moderators of these forums have not traditionally approved/disapproved posts in a timely fashion - enforcing this on registered users (guests, I can understand) is a significant inhibitor to customer communication.
Client Login
So I found the user client at /SolutionsHome.sd which is interesting and looks usable but here is my concern: If I link /SolutionsHome.sd to my site basically anyone can come in and submit a ticket? There is no way to make a user register to get this capability? Basically this is an overhead incurred to the admin/technician and if you decide to leave it as is anyone can come in and send a ticket or multiple tickets? Your responses would be greatly appreciated as I may be missing something here, that
Email attachments still gets corrupted
Hi All, I have still the issue email attachments getting corrupted and can not be opened anymore. Even after applying the latest patch (6005). THX 4 U helping Jens
Licence update
We have 5 Support Representatives Licence for the moment but we would like to have ten. An Annual Subscription Fee For 5 Support Representatives is the good choise ? Is it additionnal to our five support (makes 10 ? ;o) Thx
Problem with icons in webportal
Hi to all, If I use firefox it seems to work better with preview links in web portal configuration. BUT I cannot add icons with my links, even if I specify a file, users who access to the webportal do not see the icons (neither do I). Any clue to add the icones in the links section? Thanks
Customizing the Customer Portal
In my settings, I have made some customizations; added links, changed colors, etc. Is there some specific URL to access the "Customer Portal" that is something different than http://<localhost>:8080? When I browse my demo box on 8080, I don't see the customized, Customer Portal and my links, colors. How do I view this?
changing the submit a ticket link on customer portal
I need to add fields to the generic ticket form that is used on the customer portal in the submit a ticket link. how do i do that?
Account Additional Fields
Why is it the product additional fileds do not show when I associate the product with an account?
Custom Fields not populating with default value
We have a custom field call "Billed" which has two values "Yes" and "No". The "No" option is highlighted in the admin screen indicates being default. The field gets populated with either a blank or "-"
Restore from 5.x backup into 6.0?
vinu and all, is there any way to restore a 5.x (latest version) backup into the 6.0 release? we had to reconstruct a computer and i can't find the 5.x executable to re-install from. if not, where can i find the 5.x executable so that i can install it then restore, then upgrade? thanks, chad
Changing the Subcategory after initial creation doesn't work
Afternoon! I have a ticket, where if I change the Subcategory, and item, when I hit the check-box, it doesn't seem to save the change. The Subcategory and Item just revert to -. This occurs in both IE and Firefox. SQL 2000 Environment, upgraded DB from 6001 - 6005. cheers, Matte
Time Spent 'Type' bug - build 6004
Having updated to build 6004, I added some 'time entry types' via admin. Then when adding resolution to a request, I selected the'add time entry' checkbox - the types dropdown is not populated at all. However, if I add or edit a time entry from the bottom of request pane, the dropdown is populated. Has anybody else found this, or is it a problem with my installation?
SupportCenter 6005 available !!!
Hi All, The 6005 hotfix is now available. This hotfix CAN BE APPLIED OVER BUILD NO. 6000,6001,6003& 6004 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 Note
Groups - Unable to assign individuals to be notified
Hi Support I have just added a new group to SupportCenter 6001 and have chosen to alert users if a request goes into this group. I also wanted to inform 2nd level support if it remained unpicked. I am unable to select individuals from the list using ctrl-click I can select a group of users, for example, A-H but if it wanted to select A C E G I am unable to do this please fix this asap!!!!! Thanks Rich
Error Editing Time Entries
I upgraded to 6004. I receive the following error when updating time entries. The error occurs when the <save> button is pressed. Need help ASAP since my people can't enter time..... type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.workorder.AddBilling_jsp._jspService(AddBilling_jsp.java:215) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
Account Based Products option don't work
When contact is chosen in the request form, all products can be seen in instead of related products with chosen contact.. It works very well in previous version..
What is Advisory for?
On an account page, what is the Advisory section for? Thanks.
SupportCenter 6004 available !!!
Hi All, The 6004 hotfix is now available. This hotfix CAN BE APPLIED OVER BUILD NO. 6000,6001& 6003 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 Note for
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