Beta Tester
Hello, is anyway to be a Beta Tester? Thank You
Customer portal
Hi! I see there is in admin settings also this: Web Portal Configuration How can customer acces portal? which URL?
Suggestion/Question
A few suggestions on enhancements: 1. When we receive a support request from a new contact would it be possible to check the email address. If we have an account with an email of info@abc-computers.co.uk and the email comes from newperson@abc-computers.co.uk can the system automatically set the new contact to have that account? 2. I want to implement a very simple escalation rule on support logs. Is it possible to check if a request remains un-assigned for a specific time period, and then send email
Outlook sync
Outlook, again. I have changed some contacts in Outlook (I have cca 1000 contacts in Outlook, of which about 200 are accounts related), and started sync from Outlook. Related to my last topic, in the morning I had about 1200 contacts in SCP ( some duplicated), against my will, and now after synchronisation, I have about 2500 contacts in SCP!!! Every one contact is at least duplicated, a lot of them are quadriple. I am using trial version 6.0 with last patch. Suggestions: - control over contacts to
Specific Outlook account importing
I have tried to import accounts from Outlook. It works. But not all of my Outlook contacts are my accounts, some are private, some are vendors, partners, business friends. How to import only specific Outlook contacts into SCP accounts and contacts?
Adding an attachment to an already created request
Hi, I was wondering if its possible to add an attachment to a case once it has been created. I can do it as an administrator by editing the request but how does the end user that created the request do it. Thanks in advance, LJ
Suggestion\Request Contacts editing
I think it would be really nice if a contact could edit a request they made. Example: John from company Q made a request but forgot to add in a broken part number. But John cannot edit the request to add in the part number. He has to create another request or dig out a phone number to call his support center.
SupportCenter 6001 available !!!
Hi All, The 6001 hotfix is now available. This hotfix CAN BE APPLIED ONLY OVER BUILD NO. 6000. 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 : Kindly
Bug in SupportCenter 6.0 (Spell Check Feature)
I have just downloaded V6.0 to trial prior to upgrading our V5 installation. Believe it or not the most used new feature requested by my staff will be the spell check. I have just tested it and every time I correct a spelling error it adds a space after every word corrected. For example: This_is_a_spellling_eror. Will become This_is_a_spelling__error_. Oddly if you then rerun the spell check it will auto correct the double space between the words spelling and error but leaves the space between error
Bug in SupportCenter 6.0 (Spell Check Feature)
I have just downloaded V6.0 to trial prior to upgrading our V5 installation. Believe it or not the most used new feature requested by my staff will be the spell check. I have just tested it and every time I correct a spelling error it adds a space after every word corrected. For example: This_is_a_spellling_eror. Will become This_is_a_spelling__error_. Oddly if you then rerun the spell check it will auto correct the double space between the words spelling and error but leaves the space between error
Deleted Sub-Categories still show up in drop down list
I deleted some categories and sub-categories, but when I go to open a new request, the deleted sub-categories still show up. The categories I deleted do not show up, so this is only related to the sub-category. And yes Vinu, I did clear my browser cache afterwards. Ken
Mandatory fields for Closing Request
Is there any reason that "Product" is not contained in the options?
Installed Version 6. Can't import version 5 data
Hi We've installed SupportCenter on a new PC to get around the previous problems. But we now need to import our data. We've tried doing it but no data has come across. Can someone please have a look at our backup file?
Cannot upgrade to version 6
When ever I try to install version 6, I get the following error: SEVERE: Inside SCPreProcessor. Does anyone know how to get around this?
Support Center Down!
Our Support Center Server crashed 2 days ago - and ever since, we are unable to run the program. In the Event Log, it shows the following error: C:\Adventnet\ME\SupportCenter\bin\\..\mysqld-nt: Incorrect information in file: '.\supportcenter\table_53112.frm' We running 5036 - and the upgrade to 6000 will not install. We need assistance as soon as possible.
Migration form MySQL to MSSQL not working
Hi! I'v installed the trial edition of SupportCenterPlus 6. Because we have a huge Server with MSSQL on it I did the Migration from MySQL to MSSQL following the instructions on Your website. After Migration I have restored the last Backup. Following things are not working: - Mail Fetching does not funktion any more - Organisation data can not be stored. It tryes to take the data from an existing Account. If I try to change this data, account data is changed. If I then try to change the account data
Email handling is not working
Issue in fetching requester info. Error while fetching user info for the [Email Address] : I started to get this error message when SC+ receives an update email from client. Also receive same error on new support emails. Recently updated to v6 and also migrated to MSSQL.
Upgrade feedback
I'm curious to know if the upgrade has been successful for all users. Please add to this thread with your feedback.
Upgrade from 5.x to 6.0
Hi! Is there a way to use UpdateManager.sh from console? Any keys like --console. I don't wanna to install WM on my server. And the same with backup and restore utilities. Thanks, Sergey 'dreik' Kolesnik
Issue after upgrade
Since upgrade to version 6.0 when I log into support center, I get the main 'home' page, with quick create, search and recent items display in the middle of the screen. I have cleared out browser cache, and it is the same in Firefox and explorer. Any ideas? :?
ServiceDesk 6, FC6, MySQL 5.0.37 - run.sh fails
Hi Support, I have just downloaded the ServiceDesk free version for Linux - so I'm not quite sure if support is available. But on the off chance, any help with this problem would be appreciated..... I have an existing installation of MySQL 5.0.37 running on FC 6. I had a problem with the TCP/IP socket listening on port 3306, and having stopped the application using this port, running the 'changeDB' script worked and reported connectivity was okay. I then attempted the 'run.sh' script, which after
Roles Issue
Cannot correctly assign role permissions Support Center Plus 6.0 I get the following error when applying Full Control "Accounts" permissions on. The the Support REP assigned to this role still cannot edit account properties even though when saved the permissions show checked: Ticked - VIEW ADD EDIT DELETE no ticked - FULL CONTROL ===================================== FAILURE :Error while saving the Role Details. Please report the problem to the system administrator, with the Error Code - 1,177,633,354,578.
Support Center Plus 6.0 - Login Details
I cannot seem to remove the "default Login Details" box from the logon page. Can you please assist me in fixing this issue. I have cleared cache/etc. Tried on IE 6, IE 7, & firefox. None of these are removing it. Obviously we would prefer to not have this information showing when customers go to the portal. Regards, Dan
Change default font
Hi there, How can I change the default font and size from verdana to Arial 10 for new requests? This must be hardcoded somewhere as even on Requests templates it keeps jumping back to verdana. Efem
minor bug and a few suggestions
Don't know if these will still be an issue in the new build but thought i would mention them anyway, they have been brought up by a few of the operators here. use of slashes in title We put dates in the title when an engineer is visiting site, this however messes up the display in list view if you use slashes. 09/05/07pm = Monthly visit appears as 09ቡባpm = Monthly visit Not a huge problem as we simply use dashes now! 09-05-07 When you log calls using the Quick create - New Request area it sets the
Requests are disappeared
After upgrading to v6 I noticed that half of mine requests are disappeared. The requests ID is on 120 something but database only shows 69. Anyone else have any problems? Efem
Call reminders and SLA's - suggestion
Currently the SLA option allows you to send notifications etc if a call is not closed within a particular amount of time. We were wondering if it would be possible to add an extra element to this. We have an extra SLA which is first contact. We are required to close calls within a certain amount of time, however we are also required to make first contact within a certain time from the call being opened. Currently I cannot see how to do this with the options available. I would basically like to say
HTTS Support
Hi Does supportcenter support https? Had a look at your software but cannot seem to find whether it supports secure connections over the web
Outstanding problems plus one new one
In previous posts we mentioned about the fact that time spent fields did not recognise carriage returns (line breaks) and bunched text together making it unreadable. We also asked about having the time spent fields searchable. We were told that both would be done in the next hotfix for supportcentre, which then obviously changed to this major version change and its delays. Neither of these issues however are resolved in the new version, could I please find out if it is still an intention to fix these
Version 6 upgrade issue - MSSQL
After upgrading to Version 6 I attempted to migrate to MSSQL (2000 version). Everything went over as per the instructions, however when I go to view my requests I get a blank screen no matter which options. I can find the requests through the history tab but cannot see the whole list of any kind.
Opening Email tickets through Website
I was wondering if it was possible to open a ticket by sending an email to our support email, if it could automatically open a ticket from our website to the SupportCenter or would it have to be inputed in by the admin after receiving the e-mail? I was also interested in the fact that there might be a form that the user themselves can maybe fill out on our website that can be sent to the support email and it would in fact open a ticket, as well as send the support email a notification.
Where do the Sales - Addtional Fields end up?
I have not been able to find where the Sales Addtional Fields is added.
Business Hours Rule
I would like to know how to create a rule that will assign all request after hours to a tech. How would i do this?
MS-SQL Support
Do you have any intention to adding support for ms-sql like the add for OpManager? Thanks, Paul
Update Error
I received this error below while updating. SC+ is no longer working. Any help? INFO: ISReverting : true : isJarFile false : newLocation Patch\AdventNet_ManageE ngine_SupportCenter_Plus-6.0.0-SP-0.0.1\SUPPORTCENTER\/applications/AdventNetSup portCenter.eear/AdventNetHelpDesk.ear/conf/data-dictionary.xml : dd : com.advent net.db.persistence.metadata.DataDictionary@a75974 19-Apr-2007 21:46:00 com.adventnet.db.adapter.DBInitializer stopDBServer INFO: Command to stop DB server [cmd, /c, .\\bin\stopDB.bat,
SupportCenter 6.0 Released... !!!
Dear All, SupportCenter version 6.0 is now available. This release is a major step forward towards our goal of providing an easy-to-use customer support solution. With enhanced usability and the much-awaited MSSQL Support & Outlook integration, SupportCenter would really prove to a useful application to have. The detailed list of features in this release is available at this link : http://manageengine.adventnet.com/products/support-center/sp-readme.html You can download the full product from here
ticket association
Hello, i want to know what is required( in the subject of the ticket) when a customer send a new e-mail and i want this e-mail to be associated to the ticket's customer? He needs to put just ##N�## in the subject or and nothing else. if he writes something before the ##, nothing works, is it normal? thanks for help
SupportCenter 6.0 release - Status update
Hi All, I know you are all very frustrated over the delay of release 6.0. Sorry about that. We are trying hard to bring forth this release. We had encountered serious MSSQL & migration issues. So we had to fix them before releasing the product. We are in the last phase of validation. Please understand that we cannot release the product with migration issues because it would be a waste of time & effort both for you as customers & for our Support Staff. So we want to ensure that everything is working
New Release Dates
Is it me or do others find it frustrating how slow the releases are now coming? When I signed on, they were coming about 1 a month. It's now been 2 1/2 months since the last update and it did not provide any new functionality. I still have the problem of printing a custom ticket within the app. Still have a really crappy editor in the time entry. Still can't create custom fields in the time window. Still can't produce an accurate billing report. And others. Is Aventnet going to take this product
SupportCenterPlus build number 6.0 -Feature List
The Features included for SC+ build number 6.0 * Outlook Integration o Ability to import/sync contacts & accounts from Outlook * Forums (phpBB) Integration o Ability to automatically log requests in SupportCenter when a post is made in phpBB and when replying from SupportCenter automatically post the reply to the forums * Customer Portal Configuration o Allow administrator to configure the customer portal page, that allows users to submit tickets & browse solutions without login o Ability to embed
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