Price
Commercial edition, for example, 5 users costs $999/year, meaning 999/12/5=$16,66/month per user, right? Compared with hosted solutions (usually $10/month per user), what are the benefits?
Encoding in outgoin e-mails
I wanted to know if there is any way to change the encoding used in outgoing e-mails, cause at the moment the Swedish characters that we send gets scrambled when the mail is opened in Hotmail for example. Other mail-clients may interpret the scrambled letters and "convert" it to the correct letter, but hotmail don�t, and most of our customers use hotmail as e-mail provider. Is it easily done, or does it require hard-coding? Any settings that I can change? Best Regards Adam Megaphone AB
Notification Rules - Links broken (?)
After installing all the updates (up to 3.8.0) the buttons on the notification rules show a broken link picture instead of a check box. The check boxes appear for a short time, and disappear giving place to the "broken link" pictures. Volnei Caetano [/img]
It's The end of March !
The new version of supportCenterPlus will be soon available ? Have a good day !
Publish support Center on my domain hoster
Hello all Got a question How can I publish my suportcenter plus with my domain hoster like www.whathever.com/supportcenter and use the system from there. Than you all
Daylight Savings time and Time sync with server
First, the SupportCenter plus has not updated for DLS. Is there a patch for this problem? Second, the server and the service do not have the same time, Is there a way to sync it? Thanks, Volnei Caetano
Encoding in outgoing e-mails
Hi! Just want to start by saying thanks for a great product. It has really helped our support a lot. But lets get down to it. When our support-reps reply to an e-mail sent from an hotmail account, some of the letters in the e-mail gets scrambled. This is only the Swedish characters (of course). I�m guessing your using a US-standard type of encoding, and most of web-mails can understand the scrambled letters and make them into the correct letter, but Hotmail doesnt really work. So, I was wondering
SLA Reporting
I am looking to pull of some reports based around SLA violation. I need one report that will tell me how many requests a technician has closed and how many of those violated the SLA. Something like this Technician Bob Jack Pete Requests 12 32 21 Overdue 1 3 2 Could someone let me know how I can do this please? From this I can then work out the SLA as a percentage but it would be nice if SD could do this also?? Thanks YTSYSADMIN
Crystal Reports and MYSQL
First Question. Do we know yet when the issues with restoring the MYSQL database to MSSQL will be fixed? Second Question. I have been trying to pull of some custom reports using Crystal Reports but I am having trouble accessing the data source remotely using the ODBC connector. It connects fine when I am on the server from which service desk is hosted but I have Crystal Reports installed on my computer. When I try to add the data source on my computer I get a SQL error. I then used telnet to test
More customisation
Hello, We are very interested in your tool and we have been testing for a week now. Nevertheless we are facing a number of difficulties that are crucial to us: - on the request edition interface, there are no template emails that we can customise according to our needs. This is a fondamental option for us, as it proves very useful in accelerating and automating our processing of redundant emails. - for the emails, there is no variable field including the sender's email, which is essential when forwarding
Record locking or usage warnings
When things get busy we generally tend to log calls and leave them as unassigned until an engineer becomes free to take up the next call. We have had a few situations where two or sometimes three engineers all go into the same call and either reply to a customer or start working on the call, not realising that somebody may have already taken it up. Would it be possible to perhaps add a warning that a call was opened/read within a specified amount of time (perhaps even user selectable to allow tuning).
support Team
Hello! I am using a trial version of the SupportCenter Plus. My problem is when a contact enters on the page where they insert a request, it appears a tab whith the support team. I don't want it there, i don't want the contacts see the support team. Is it possible to hide that from the contact view?? Sorry for my bad english.....
Three questions on SupportCenter
Hi, After trying the demo of SupportCenter, we are planning to buy it but we still have three questions. Here they are : 1. What are your biggest references as customers (biggest number of users and biggest company)? 2. Do you plan to localize SupportCenter in French? If that is the case, when will it be available? 3. Is it possible to export MySQLDB to another DB? If that is the case, which DB exports are available? Thanx in advance for you replies and once again congratulations for your software.
Fix for Daylight Savings time
Here goes the steps to configure SupportCenter Plus for the change in DST. 1. Configure your Operating System to be notified of this change. Refer the links for the respective OS Microsoft : http://support.microsoft.com/default.aspx?kbid=928388 Redhat : http://kbase.redhat.com/faq/FAQ_80_7909.shtm 2. You should first register @ java.sun.com to download the timezone update fix. ( I believe the registration is free ). Goto http://java.sun.com/javase/downloads/index.jsp and select JDK US DST Timezone
Attachements afterwards?
Hello I found a big negative side. How can a contact make an attachement to a request after the request been made??? It only works for me as an administrator. I would like the contact to have maybe like a link to press for uploading attachements and a possibility to write a short desription. Anyone have an Idea. It feels like someone must have thought about this. Regards Kim
How to use Descriptions Atribute for Add Fields as ToolTips
When we are workin in Admin mode is possible to write a Description attribute but at runtime we can't to see theses descriptions as tooltips in the Request Forms and Request List. It's important to help end users to fill a form. Thanks
Auto assign SLA's to new requests
Hi, I would like to configure SupportCenter to automatically assign an SLA to a new request as soon as it is raised. We have a number of external clients who will just email in support requests, each client having different SLA's, when we receive a new request we would like it to automatically be assigned the SLA that that they have agreed to. Could someone tell me how I go about doing this? Many thanks Karl
Requestors as Technicians
I am running SD+ (Build 6002) After doing an AD import, I am not able to promote a requestor to be a technician, after clicking on the link for a specific user, it brings me back to the list of requestors. All I want to do is once I have imported the users, all users will be listed under Requesters page. Click the user who is a technician and choose Change <username> as Technician option. This will move the user to Technicians list. Any help would be useful, I do not want to go back to version 5.5.
Couple of issues
Hi guys, Great product, but I wonder if the following possible? - Creating "Recurring Requests". Very hand for daily tasks to be created automatically. - Custom field for Request - When it is multiple line, it is just two lines. Would be great to be able to define the size. - Introducing Keywords for Requests and be able to search on keyword. Linked to categories but more variables would improve - Tobe able to change the status of the request manually from Request main screen. - I have various onhold
Security Issues
Hi there ! I'm evaluating SupportCenter software for my enterprise, and I have been checking some security issues in the product, like role definitions and permissions associated to these roles. And I've found two details I'd like to discuss with you, because I believe it's not a setup problem. Try logging in as an administrator, and copy the URL for an Account Edition, eg. http://192.168.2.25:8081/CustomerDef.do?mode=edit&id=301 Now log in as an account contact, and paste the URL in the browser
Suggestions
A Type of Pick-List : Posibility to Add a new value at runtime by a Contact or Support Rep ( no adm) How to Control a position off the Add-Field in the form? ( block and proximity) Posibility to add a Control Rule to enable or disable visibility of the add- field in relation to values of the other fields. Add customs-fields to a task order In the Product Section possibility to do Classification in a multi-level tree In the Product Section Posibility to
Create a second instance of Support Centre
Hi All, We are using Suppot Centre for customer support but would now like to use it for internal IT support as well. Can we run a second instance of support centre on a different port and have the 2 centres totally segregated from each other? For that matter could we run SupportDesk alongside SupportCentre on the same box? If this is possible what are the liscencing implications and any others problems that we may run into? thanks for any insights AC
Create Custome reports for non SDAdmin accounts to run
Is there away to have custome reports for non SDAdmin accounts so that they can run the reports. We have a non SDADmin account that needs to run reports so is there a way we can do this without giving them SDAdmin rights?
Client generated reports
Is it possible for the client (with the "can view all requests from my account" right) to generate their own reports for their account? Thanks, John
Requests are created double
When support rep creates a request for client, requests are created double.. Please advice Thanks EFEM
problem fetching mail with IMAP
Hi, Having problems fetching mails with IMAP in SupportCenter Plus. The IMAP status is shown as Stopped all the time, if I start the IMAP fetching SC+ is fetching mail but after a while the IMAP status is shown as stopped again. Any suggestions?? Kind regards, Tobias Wedin
Unified Login to intranet using Adventnet SupportCentre
Currently we allow access to our helpdesk by giving customers login and passwords to supportcentre. However, I want to have a full set of web pages for our customers to access - but password controlled. Seeing as SupportCentre already has a way of authenticating customers, is there any way of using this authentication for the complete intranet site - eg have a web page that asks for the login and password, and then authenticates against supportcentre using a web service or similar??? Hope that this
Problem with out going emails
Hello Hello, I am having a problem wit outgoing emails and emai notifications. I am able to pick up emails but when I try send 1 I just get an " Sending notification failed. " error. Mail setting are all ok so cant figure out whats up. Support logs do not indicate anything. Help much appreciated...
3 Problems
1 Trying to register in to Forum. After getting couple of times error about trying, I was finally able to register but confirmation email was never sent! 2 Create a custom field for Request called IMPACT and it is mandatory to fill but during request creation, if this field is not selected, it is only displays message abot this field being mandatory and creates the request. 3 Application is very slow. I know you can not possibly find out why it is slow on my system, but any quidelines will be appreciated.
Front page usernames & passwords and external connection
Hi again guys, hope you can help me once again whilst evaluating this product... Username/Passwords I'm trying to remove the username/passwords from the front screen by clicking on the X to remove them but when I do so I appear to be getting an error to the bottom of the browser window and they never disappear. Any idea how to remove then? External Connection I'm obviously wanting to use this product externally for people to access and I have this working (configured to port 8080) but in order to
Trial Version - Free Version
I'm currently reviewing the trial version but I have a couple of questions. The free version allows for 1 admin and 25 accounts. I currently have only a few clients so are they classified as accounts (each client has more than 1 contact though...are there limits to contacts)? Is the admin account on the free version amendable? Can it be renamed to a particular person or is it limited to the name admin? Presently there is only myself dealing with support for my company so feel the free version would
Unable to remove login details from front screen
I have just downloaded the trial version of support center plus and I can not seem to remove the default log in details on the front screen. everytime I click on the "[X] Don't show this again " all I get in the bottom left hand side is "error on page in the" Can anyone help Chris
Technician Scheduling?
Any plans to include scheduling of technicians into SC? Often times, a request requires a site visit and it'd be nice to have a view of each technician's schedule within SC, rather than resorting to using Outlook or something else. Just curious...
SC+ slow to update, e.g. on sorting requests, searching
Hi there We have SC+ on an external server (i.e. third party server). We are finding that SC+ can be quite slow. For example, select all requests and sort by Account (by clicking on Account column) - this can take ages. I know that this depends on our internet connection speed etc, but I was wondering if there are any recommendations or best practices for e.g. optimising the SC+ database. Our backups are now up to 200 MBs and presumably this will get a lot bigger. Also, is there any other way of
Currently testing the software and have a few questions
Currently testing and looking at making a purchase for 10 agents, your product is very NICE ! I hav e a few questions however. 1, When is version 6 being released should I wait and go live on this verson? Would it be an easy upgrade if I went live on 5.5 and then upgraded. 2, I have configured the fetch email via pop 3 and this working fine, I have created a spam rule only to accecpt mail with ## in the subject line. This means we will not accecpt new cases via email, the requestors must raise it
Reports on Solutions please
Hi I'd like to be able to run reports on solutions similar to those for requests. Would it be possible to add the solutions module to reports? Thanks Regards Jeff MacKenzie Jands (Australia) Pty Ltd www.jands.com.au
SMTP "mail from" needs <>
Hi, Our ISP requires email addresses (specifically 'mail from') to be in angled brackets and it appears that SC+ does not use these brackets when communicating with the SMTP server. Is there a way this can easily be changed by us ? Here is an example of what we would need from asn SMTP point-of-view: 220 ********************************* helo blah.mydomain.com 250 smtp1.bethere.co.uk mail from: <helpdesk@mydomain.com> 250 Ok If mail from: helpdesk@mydomain.com is used we get a 501 Bad address syntax.
Search solutions by author - Modeated solutions
Hi I'd like to be able to search solutions by Author if possible. This would allow us to review posts by particular technicians. Ultimately a method of moderating solutions would be very desirable. i.e. new solutions posted by technicians are automatically flagged for review by a nominated moderator. Only once they have been reviewed and approved by the moderator are they published. Thanks Regards Jeff MacKenzie Jands (Australia) Pty Ltd www.jands.com.au
Apple OS X / PPC
Is it in anyway possible to run SupportCenter Plus on an Apple machine with OS X and PPC processor? Hope someone can help. Greetz, Dennis
SLAs and Escalation
Hi, Vinu, Sujay. It seems that a new SCP release is on the way and I would like to remind you, once again, that, as it is, the escalation feature is not of much use since it is still being triggered only after the SLA has been breached. This fix is, obviously, critical for anyone dealing with Service Management. I hope you have remembered to include it in this next version. Thanks. Cheers, Frank
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