I'm In Panic !!! need build 6001
Hello, because of an human error I need the installation version of the build 6001 !!! Where can i find it ??? Thx a lot !!!
corrupt
Hi, I have problem with corrupted attachments - I don't open any attachments in new requests. This problem have started after I upgraded to 6003 (from 5032), it was working just fine before. It concerns only requests saved after upgraded. We work in polish language. Can you please let me know how we can resolve this very urgent problem ? Regards datai
Why Priority Field is not arranged?
You can see in the attached screenshot the priority field is not properly aligned as other fields. Please have a look and suggest solution.
Major problems after upgrading to Version 6 (build 6003)
Hi Mail Fetching is no longer working - I've reentered the server settings and SC+ told me all was ok, test connection worked, but emails to our support account are not being converted to requests and deleted from the mail account. Also, I cannot stop and restart the SC+ Server, when I restart the log file says "Unable to start MySQL server on port 33356. Please free the port". Nothing has been done to change port settings. SC+ will only restart if I reboot the server on which it is installed. This
disable login info on first page
Hi! I try to disable login data for the first page, but when I klick it dissaperars, but after reload windows it is still there. How to get rid of that administrator:administrator screen? Guest
Please help me to put New Request
Please Have a look below screen shot. I can't submit new request. Please help me to solve this very beginning issue.
Exception [Object error]
hello, On a �Guest� account and after the personalization of the form page, during the validation of a traditional webform, the error message �Exception [Object error]� appears. See attached File ! Thx !
Making Fields Mandatory
Hello, Is it possible to make New request fields mandatory Thanks LJ
EXCEPTION ERROR
Client all of a sudden started to get the error message while creating a request. exception: TypeError:parent.editor has no properties. Email requests are created fine.
Additional Field Problem
When I create Additional Field with multi line type, I input default values to appear in pre-filled formed. It works in 5036 version well but it does not work in 6001 version. When you check default values in configuration wizard, it can be seen.However, additional fields are empty in request form..It is very bad for us because all data are input according to default values but it is not possible now..
Account file attachment
Hi all, I have my accounts details like admin passwords, firewall setups etc in pdf's so the support reps can easily find the information for each account. I have attached one file to an account, but can't find the file once the account has been saved. I would have though it would show on either the account or from a support ticket for that account? Any ideas?
When to expect 6002?
When can we expect the next service release?
SupportCenter 6003 available !!!
Hi All, The 6003 hotfix is now available. This hotfix CAN BE APPLIED OVER BUILD NO. 6000 & 6001 You can download the hotfix from here : http://manageengine.adventnet.com/products/support-center/service-packs.html The 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 Linux Users on 6000
Not able to send the notification through email
Hi I am not able to send the notification to the Technician as soon as Requester add the new complaint. I have checked my company mail settings in the mail servers and also tryed gmail and yahoo mail settings all are not working. i am using windows Xp professional with service pack 2.0 and having Mcaffef version 8.0 Please suggest whether i require an mail server to send the mails from the software or it will directly send after giving the mail server setting.
It's Me
Let me introduce myself, Friends call me Jony, I am twenty years old and I am student. It's nice I can join to this Forum. I am sure I will explore on this forum many intresting posts. _____________________ This is my Town Map of London
Feature Request -- SLA for 'Response Time'
Evening, One more thing that would be great to have - is an SLA rule for response time. For instance -- We have SLAs that will require us to issue a response within X number of hours for a P3, and a Resolution in X number of hour. All of our P1/P2 (or Sev 1/Sev 2) issues must be sent to On-Call-Phone staff after hours, not email/web forms. As such, we aren't worried too much about those (we do not even currently allow customers to log such tickets in our existing Web portal) as our customers are
Problem - Can't Delete Default 'Levels'
Evening! Still loving SupportCentre, but have run into a small snag. We've been testing against the Levels configured as 'Tier 1' etc, but have decided that we'd prefer to change the words to 'Severity 1'. So, I went through and created Severity 1 - 5, and went back to delete the Tiers, however I receive an error when I attempt that says: FAILURE :Error occurred while deleting Level. Please report the problem to the system administrator, with the Error Code - 1,179,968,644,015 Is this because I currently
Bug when 2 contacts use the same name and defaults dont work
We have around 166 accounts and are starting to get duplicate names for contacts, the two contacts are totally different people and not associated with each other in anyway. When creating a call you type the contacts name in the field and the auto complete pop-up works correctly and you see both names/companies. However if you select the bottom of the two names, when you change fields it seems that the top contacts details get filled in instead of the one you chose. This makes it impossible to have
Please help to submit new Request?Pls
I am using 6001. I have configured the whole software. But when any contact login and try to make a new request and submit the error message appear. " exception : TypeError : parent.editor has no properties" what is this? Please have a look at attached JPG file.Can anyone help me?
Appoval Status
Hi. I am evaluating the software and have some doubts: The "Approval Status" mail sending is not working... after several tries, and cutting and pasting I submitted approvals and rejections. I love the feature, but the is no any report that use that info. Neither the possibility of use the field. Could you please check the chance to include this field into the custom reports fields in order to use it? Maybe into the next hotfix. I find it very useful because with this feature you can get more involvement
Time required to Reply to request / Add Note
Just wondering how long it takes for you guys for SuportCenter to process the posting of a reply to a request or adding a note, when a notification is performed too. In my case it takes about 20seconds?!?!?!?!?!? This is pretty unacceptable, I must be doing something wrong? Either that or SuportCenter is running on a steam engine. Any figures appreciated (with notification! I noticed a difference without but the checking of my mail server takes less than 1s to compete...) Thanks for your input.
Feature request: arrange requests by account
It seems logical to me to want to see all the requests arranged by account and then sorted by priority, due date, etc. At the moment they are all listed and it's hard to see the wood from the trees.
Operational Hours
Hi, My Helpdesk is open 8am to 8pm Monday to Friday, 9am to 8pm on a Saturday and 10am to 5pm on a Sunday. Looking through the evaluation copy of SupportCentre plus I see that you can only set one open and close time, are you able to provide an update so that you can have different open and close times for each day of the week? Regards Steven Willson Merchant Helpdesk Manager Commidea Ltd
Some requests are bold - why?
In my requests window, some of the requests text is bold and some are not. I cannot see any pattern or reason for this. Is there a reason? Looks a bit jumbled. Thanks Mark
Customer Survey not working
I have set the survey to send after (2) jobs are closed, but the survey is not being sent at all. This is a powerful tool to keep track of staff performance.
Operational Hours
Hi, I am evaluating the software for use within our Helpdesk and one of thethings I have noticed is that the software only enable you to set one start and end time for the Helpdesk hours. We work Monday to Friday 8am to 8pm, Saturday 9am to 8pm and Sunday 10am to 5pm. Is it possible that you could add a start and end time to each day? Without this I doubt I will be able to use the software as the SLA monitoring would not work with our operational hours. Regards Steve Willson Merchant Helpdesk Manager
Hotfixes for the Demo
Good afternoon! I'm currently evaluating SupportCentre Plus, and am having an issue. When a sample guest or customer-user attempts to log a case, they get the error (when hitting the submit button): exception: TypeError: parent.editor has no properties. Is there a way to get the post v6 hotfixes into the demo? Thanks!
Integration of SupportCenter with Service Desk
Hello! We are currently evaluating the Service Desk Application and would like to start using the Support Center application as well. Can you please let me know if we can integrate both the applications? Regards Ashu
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.
can't add the "Resolution" for defined request.
When opening the "Resolution tab", the text box for entering doesn't appear (see attachment). For only 1 request. To resresh or reopen doesn't help to resolve this.
Feature request, ability to create request from external app
Hello! We often receive excel-files which hold many lines of data which I need to transform into requests. Today I do this manually but I would like some way to automate this. I can think of some ways to do it: 1. Ability to import a csv-file (formatted exactly as needed). 2. A special webpage where I can post data to form a request (maybe already avaliable?). 3. Direct database modification. These are just the ways i figurered out, maybe there is a smarter way? Tips to solve this frustrating work
Migration SupportCenter Plus from MySQL to MSSQL
I can not find any documentation about migration of SupportCenter plus mySQL database to MSSQL. Can you provide me documents or links to that documentation?
Feature Request
We would love to see the ability to print a "Quick" Request containing nessisary details like: Request ID Account Name Contact Name Address Info Support Rep Name Date Title of Problem Description of Problem All Time entries associated. This would be a great sheet to print off when a request is completed for customer sign off, processing by other departments, etc. Thanks Brad
Interaction of multiple roles with different access levels
Hi, It seems that for the groups and roles we have set up that unless you are an administrator, you can't see requests that have no group. We in particular have a role set up where people can see "all in group and assigned to them" and another which is "can see all requests". Some people are in group 1 only, and some are in both groups. How do these two roles interact? Does the first role override the second, so if a support rep has both roles applied to them, they still can only see the requests
Bug -- 'Email for Approval'
Hey Hey, Playing around with the demo today - attempted to send an email for approval (in a case)... the email goes out, but following the link gives you an Apache/Tomcat error. This is MSSQL/win2k3
Global View - SupportCenter Plus
Hi Support Im using the SupportCenter desk plus and now I have requirement to post the global view to have the real-time monitoring for all the requests. Please advise on how to set the refresh rate for this global view. (Noted that it can be set for all the requests under Request tab) If possible, it can does the real-time monitoring for this view. Thanks Regards Se Min
New Feature request..
What we are interested in is a way to classify each Add Time Entries. Its a step further than just adding a timestamp to the entry. What I mean: When you add time entries if there was a similar way to customize the entry with something like the Request - Additional Fields for requests but for the ADD TIME ENTRY section. ...And then be able to report on those additional fields. You see for us, not all time entries are equal, for instance we need a dropdown list inside the time entry for Like Meeting/Discussion,
Add a host header
Hi, I would like to add the host header "support.domain.co.uk" on port 4040. I know how to do this in IIS but have no idea how to do this for the SupportCenter. Could someone enlighten me?! Many thanks for any help. K
SC don't start after upgrade
Hi, I upgrade from 5036 to 6001 (I believe successfully) and now, SC don't start anymore. I've made a backup of date in 5036. Have you got a way to go back online ? (fresh install - import data / known bug - patch available) Thanks,
Error migrating to MSSQL from MySQL on version 6.0 rev. 6001
Hello, I'm getting the following error when Converting my Support Center Database to MSSQL. The empty database was created already successfully on SQL Server (which is sitting on the same machine) but when running the conversion utility I get the below error: Please wait extracting backup file May 9, 2007 12:33:57 PM com.adventnet.j2ee.deployment.service.internal.JarExtrac tor extract INFO: Extraction for D:\AdventNet\ME\SupportCenter\backup\Backup_scp_6001_05_09_ 2007_11_43.data to D:\AdventNet\ME\SupportCenter\bin\..
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