Install problem on x64 Windows Server
I recently downloaded and installed SC+ on an x64 Windows Server and it appeared to install okay. I then tried starting the server and accessing the web client and it's opening a page calling http://localhost:1. Now I find this strange as I believe that it's meant to be on port 8080. Can anyone advise what to check here? Thanx
re-opened request alert
Is it possible to send a alert to admin/support rep when a request is re-opened? THanks, VC
Making resolution required
Is is possible to set the system in such a way that it will close ONLY when a resolution is entered for the request? Thanks, VC
changing contact person on request
How can I change the contact person for a specific request. The customer is asking to change the request to another person. Thanks, VC
Next Version
When is the next version of SC+ coming out during Q1 2007?
Re-open closed log
Hi, When we close a support log, and the contact emails back a reply after closure, the log is re-opened. i.e it's status changes from closed to open. On a few occasions we have seen emails from closed logs appear, and not re-open the log. It seems fairly random. Has anyone else experienced this? This is fairly important, as we could miss reply's to logs we consider closed. Cheers Simon
Bug, replying to another reps assigned request
If Support Rep A reply to a customer request that is assigned to Support Rep B the $SupportRep variable in the signature will reflect Support Rep B not Support Rep A. After the reply is sent the conversation list does properly show the Support Rep A as the "From:" person.
Link to Feedback Form not working
When a client receives an email to go to our feedback form, and answer 20 questions, to link does not work, and therefore, we are getting no feedback from our clients. Any help would be muchly appreciated. Rob
Adding SSL Cert to SupportCenter Plus and switching to HTTPS
Wondering if there are any step by step instructions out there for how to Add an SSL Certificate to Support Center Plus and switching it to HTTPS on Port 443. I attemted to do it with the service desk plus instructions but failed. Thanks Don
Time Spent Report - Custom Period
I need to know if I'm the only one having this problem, or if there's a bug in the program. Can anyone select a custom period for a Time Spent Report? For me, the report will only report on the period specified in the general Time Period selection. Thanks for your help. -Robert
Contact can't view all requests from their account
Hi, We have a client who needs to see all support requests for their account. I have set them up with a login, and set the radio button "All requests from their account ". There are quite a few support requests from other people within their account which he cannot see.
SC+ wont start
Whilst testing some other, non-related software, I stopped SC+ and it was not used for around two weeks. Now when I try to start it , it just doesn't. The Java process just stops. No error on screen, nothing. I've copied the most recent log entries below. I'm sure we're using 5034. Any help appreciated. David. [20:20:51:230]|[01-17-2007]|[SYSOUT]|[INFO]|[12]|: [JBOSS] JmsXA: Bound connection factory for resource adapter for ConnectionManager 'jboss.jca:service=TxCM,name=JmsXA to JNDI name 'java:/JmsXA'|
Auto Email issue
All of a sudden the emails that are auto-generated from the system are showing up as : Subject: [No Subject] From: To: The To and From are blank and the email itself is blank. The only change to the system thats been made recently is the installation of HELM control panel. Does anyone know if that would cause this issue? Is there a fix for this? Any suggestions would be appreciated! Thanks all.
Missing Persons
I use the Home>Global View to get an oveview of o/s logs. For some reason I have 2 support rep's who no longer appear? I have checked in Admin, and they appear to be set up correctly, in fact exactly the same as all the others. Anyone any ideas? Thanks Simon
Forwarded emails are not saved to request
I experienced problems with sending emails. Esspecially forwarding the request. Sometimes they are sended but not added to the conversation list.
SupportCenter forced repeated logins
Having a problem after installation. Once a user logs in, no matter what they click on it sends them back to the login page, forces the user to re-login, and then forwards them to the requested page. Once the user clicks on the next link the process is repeated again and again and again. Anyone else have this problem? Don
only able to use 9 of the 10 user license
We have purchased a 10 user license for the SupportCentre Plus software as we have 10 technicians. However I am unable to log in as myself as one of the logins appears to be reserved by Administrator (it is understandable that the administrator login is not removable). Call me tight but would it not be possible to make it so the administrator account does not take up a license and we can make full use of all 10 rather than getting 9 users?
Business rules change when more than 48 characters used
Hi Support, I was just setting up a new business rule and as part of this I was using Description CONTAINS The state of this item has been changed to Resolved When I tested this it didn't seem to work. When i went back into the rule I could see that this had changed to Description ENDS WITH The state of this item has been changed to Resolv I have checked the number of characters using numerics that it seems to like and I can use Description CONTAINS and paste the 48 characters as below this works
MYSQL
Hi Support, Whenn MY SC (5034) working very well on Friday, It does't work today.. When opening logo appers, it dissapears suddenly when it status is "Loading Persistance Layer".. What should be the reason, How can I solve this problem.. It doesn't allow me backup data so is it possible to migrate my data to fresh copy software.. The subject is urgent, I am waiting your comments as soon as possible.. Thanks for your interest,
I can't delete a custom report
Hi, I created a custom report and saved in a new folder. I want delete this report and the new folder too, but when try it the system return the message: "Default reports cannot be deleted". Thanks!
MS-SQL Support
Hi Is there any update on when MS-SQL support will be added to SupportCenter? Thanks in advance, Matt.
Report Error
I'm getting this when I try to view a report: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:66) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Contact cannot view Product List in Request Form
I have modified the product list to reflect our company's offerings. However, when a contact logs in, the product list is not shown in the "Product" field of the New Request form. The field is in the Request Form, but when you click on the drop-down list, it only shows "--Select Product--". The list is missing. The products can be viewed under the administrator login in the Request Form. They also show up in the Request Form preview.
Custom logo compressed
When we try to import logos for use in the program, the login logo works great, however the header logo is compressed (pr elongated) we have tried to open the logo in an image editor to make sure that it is below the thresholds indicated in the program. No matter what size is used, the logo is still distorted. The logo being used is the same as the one being used for the login (except smaller), and that one works just fine. I believe that thios is a bug in the program, as when I view the logos in
Contact cannot view Product List in Request Form
I have modified the product list to reflect our company's offerings. However, when a contact logs in, the product list is not shown in the "Product" field of the New Request form. The field is in the Request Form, but when you click on the drop-down list, it only shows "--Select Product--". The list is missing. The products can be viewed under the administrator login in the Request Form. They also show up in the Request Form preview.
Support Center Active Directory?
I am going to be setting up Support Center Plus for my companies Customer Support group. I noticed that there is no active directory option for importing technicians or for logging in to the application. Is this feature possible to get for this software? I noticed it is available for service desk plus and really could use this option. Unfortunately service desk plus does not meet our requirements like Support Center Plus does
Service Centre - LDAP
Is there a function or add on to service centre plus so that i can have LDAP or Active directory intagration?
Use of FORWARD option during request resolution
Hi, When I use the FORWARD option during request resolution, this action is not registered into request CONVERSATIONS. Why does this happen? Thanks, Claudio
Request ID sequence by account
Hi, I would like to know if there is the way to setup or modify the Request ID number to be run in separated sequence by account, instead of use one running sequence for all accounts. Thanks, Prasong E. Bangkok, Thailand.
Topic Permissions
I'm currently reviewing this product at the moment and I'm looking at the Knowledge Base at the moment and was wondering how others have made use of Topics? I look after a number of clients and was thinking I'd create a folder for each and then relevant sub folders and control what client can get access to what folder ut there doesn't appear any controls for that. How have others made use of this facility as not every solution is suitable for each client (you may have differnt ways of working for
SLA reporting
Dear Sir/Madam I am evaluating your product, so far quite impressive. I have an issue with reporting though: our clients need us to have reports showing adherence to SLA We would like to have a reports that: 1. Shows a monthly list of incidents with total time to resolve problem in days/hours 2. Average time to respond (allocate to a support rep) and to resolve or close the problem 3. matching of the closing times with the SLA time, and determining how many incidents were closed to meet SLA and how
Oracle Compatibility
Hi Guys, I'm trying to find anywhere in Adventnet site where supporcenter is compatible with Oracle Database or not. Could someone help me? Thanks Juliano Bomfim
Wrong time
I support center all the tickets have the wrong time. Where do i change the time location?
Hotfix (5036) now available... !!!
Hi All, The hotfix (5036) is now available : http://manageengine.adventnet.com/products/support-center/service-packs.html (Hotfix) http://manageengine.adventnet.com/products/support-center/download.html (Full build) This hotfix can be applied over 5032 or higher build and it contains the fixes mentioned here : http://manageengine.adventnet.com/products/support-center/sp-readme.html (Release notes). Regards, Vinu Sreedharan
Email Request Loophole?
Hi, In evaluating SupportCenter Plus, I think I might have uncovered what could be perceived as an issue or bug. Perhaps I am wrong, but I thought you'd might like to know. Say Contact A from Account A has a request submitted with ID = 100. If Contact B from Account B sends an email and edits the request ID in the email subject (for whatever reason) the email will get added to the conversation for request 100, even though Contact B is not a Support Rep nor associated with Account A. This email content
Permission for closing requests - ENHANCEMENT REQUEST
I have inspected supportcenter plus on your live demo system and I have also downloaded it to try it. We liked it, but I have found a feature that did not fit our situation. Is it possible that only specific persons are allowed to close requests? I could not find a way how technicians should be able to modify requests, be able to assign this request to other technicians, but not be able to close the request? I found a place where the technician is assigned roles and permissions, but the roles are
Importing & Mapping Fields from CSV
Hi We have just purchased SupportCentre Plus and need to import both Accounts and Contacts from our previous application, which we�ll do via a csv file. We can only export all Account info to one csv, and all the Contact info to another csv. Once we�ve imported the Account info, is there anyway to import the Contact info and have them automatically associate with the correct Account? (we could add an extra field to the contact csv which gives the correct account name for example). Also, when importing
Closing calls without sending closed notification
Hi support, hope your all well, On some occasions it would be useful for us to have an option to close a call without sending a closed notification. For example, when we close a call and the person has an out of office request turned on the call automatically gets reopened. At this point I would like to close the call without sending a notification. I'm sure there are other scenarios where this could be used, but this is obviously a very low priority! Just a thought..... :?:
Moving SupportCentre to different DRive
Hi A simple question, I hope, and I think I have the answer but I need some reassurance. I installed SupportCenter on our server's system drive without thinking. This drive is very low on space and I really should have it on our application drive. I think that I can do this by backing up, uninstalling, reinstalling on the correct drive, and restoring. Question 1: Is this safe, or is there an issue I have not thought of? Question 2: Is there a better way to do this? I don't want to just move the data,
What does SD+ consider an update?
I have set our system up so we do not receive requests by email (user's must go to the webpage). I do have outbound from the system to the user's setup with all user notifications enabled. In testing the email out from the SD+ system, I am noticing that the Add notes option does not "update" the ticket. I tested "reply" and it send an email reply to the user, which is fine, but if they reply to the tech through the email the information will never reach the user. We are going to turn on a rule on
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