"Intranet" links on Support Centre Ply
Is it possible to create links to other web sites/[ages to display on Support Centre plus. For example, I'd like our helpdesk staff to have an easy clickable link to our Development system (which is accessed via web pages on another server). At the moment, I'm creating links in the "announcments" section, but I'd like to have something that is easier to get to...
Cross grade from Servicedesk to SupportCenter
This question is really about transferring from SupportCenter to the upcoming ISP version (mentioned in an earlier post). If we have purchased SupportCenter as an interim solution, how can we convert the licence to the ISP version (when available)
Change close date
Hi, I wonder if there is a way to change the close date of a request. Why you might ask: If I actually solve an issue within time but I close the request later that day it will show up in my reports as overdue which is not true. Now I manipulate it by changing the due date but I rather change the close date to the actual situation. Marco
SupportCenter Plus
Hi Support, I am trying to install SupportCentre on a HP ML 110 server /OS=Suse 10 Proffessional for a client .The installion of the binary file goes fine until I execute the run.sh script in the bin directory.It keeps failing on trying to start mysql. I have manually edited my.cnf file in /etc to point to the new location of mysql that comes with Supportcentre plus. I have installed a vanilla os with php and java and included the mysql client. 1. Are there known issues with installing it on Suse
Hotfix (5034) now available - Pls upgrade
Hi All, The hotfix (5034) 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 the 5032 or 5033 build and it contains the fix for a critical data restore issue in addition to the fixes mentioned here : http://manageengine.adventnet.com/products/support-center/sp-readme.html (Release notes). Regards, Vinu Sreedharan
Just installed VO and can "search" contacts...
Just download and installed Virtual Office. Working with Contacts section. I imported over 1,000 contacts. When I do a "search" there is No Result; regardless of what I put in. The only Letter in Blue (showing a contact) is my login ID. How do I get the Contacts that I imported to work properly in this system?
Replys from a Client
Hi to all Why a customer cant Reply or doesnt have the Reply button to respond a request when they login in the SelfService Portal whit their User and Password? Did I missing something? Thanks Daniel S.
Feature Request: Generic request form (no login required)
Hi We don't provide our customers with web logins. However, what we would like is a generic form any customer could use to submit a request, without needing to login. It would be quite simple, and simply ask for the email address, subject/body at a minimum. Then we could disable our support mailing address and address a huge spam problem we have. Maybe this is already possible? As a workaround we can develop our own web form of course, but it would be neat if it was integrated into SC. al.
Idea: Autodetection of autoreplies
Hi, The ability to filter junk notifications, to handle autoreplies, is useful. However, everyone has different autoreplies, and I think the problem will always resurface with looping autoreplies as there will always be a new customer with a unique autoreply email. I suggest a better fix, is to have SC detect that an identical message was sent (say, in the last hour) and filter it out. Better yet, flag the conversation as a "looping autoreply" so we know that SC has done this. In the mean time, I
Request title is a required field but can be BLANK
We continually get requests from clients with no title specified. I can even go in as the administrator and create a new ticket for a client, and leave the title blank on purpose (it's a required field) and no warning/error message is given. Request is created with a blank title. Running latest build (5034). Please advise.
old builds Archive
hi, Where can we find the archive for the previous builds of SupportCenter Plus? I am looking for build 5021 due to a migration from a Linux box to a Windows one. the data needs reimporting in 5021 before upgrading to 5034. Thanks, SpitfireBlue
Still no fix for @ making text large and bold.
Hi, I see that you still have not fixed the @ making text large and bold in the reply/forward message. It over a month since we reported this! This is VERY anoying since you often write email adresses in the messages. When will this be fixed? Regards SO
Command line installation problems
Hi! I installed the linux-version via ssh and the -console and it worked fine - i changed the port to 8080 and started the server with run.sh - but i can't open the web-page then... page-error is all i receive - i dont understand this cause i think i did everything right.. thanks in advance!!
Global associate products with accounts
Hi. I'd like to request a modification to the way SupportCenter associates products with accounts. Currently each account must me setup individually. I assume this would work OK for organisations that support a small range of products, but we support hundreds of lines, and ALL accounts accounts have access to the full range of products. So the current method is very cumbersome and time consuming. If possible I'd like a method to GLOBALLY assign products so that they are automatically associated with
Report of everything for a client
We have been asked by a client who's leaving us to provide a copy of all information on the database about their company. Under the UK data protection act, they are within their rights to ask for this. I have generated a report for them of all their reports. However, I need to be able to provide them with a report that also includes all the emails, and notes on all the requests for their accounts. Ideally, another report that will include all the contact details associated with their account. Legally,
Pending requests
A while ago we asked for a change to the filter on the request view, so that we could see "open and unassigned requests". This was implemented and works great ! However, we have a situation where we are awaiting information on a request and move it's status to a user defined status of "Awaiting information". We would then a couple of times a week look at "pending" request, the problem we have is that if a support consultant selects "My pending request" he/she also see's their open requests. Can anyone
Monthly?
Hi, just wondering if with this software (free version) it's possible to set it up for my small hosting company so that its a reoccuring cost every month... i.e. I can add all my hosting packages. i.e. hosting 1, hosting 2 and i can add the customers details so every month starting from a date I specify it'll display that they owe a new month of money aswell as that, it'll email them to say that they owe $$$ etc.... Will it also display when i log into the admin panel that X amount of clients owe
Report error
I can not seem to generate any reports. I am on build 5032. I do go through all the steps and still get error unable to execute
Need to be able to restrict Contact actions from the default
I wondered if any other users would like the ability to further control how customers can access and use the system when logging a request through the web portal. I feel it would be useful to be able to have an account contact definable as:- Viewer. � Cannot create new requests, Cannot add notes or replies. Can view requests for the account. Can view solutions Contributor. - Cannot create new requests. Can add notes and send replies. Can see Solutions Author. - Can create requests, amend and send
https-installation
due to some customer requests i need to change the supportcenter to a ssl with https... how is this possible in the aftermath? i use debian-linux.... thanks in advance
Rebooting Problems in Debian
i tried to change the init.d (added a link to SupportCenter) and also changed all the rc0.d and all the others to execute the run.sh at reboot and at start and so on... but the run.sh is then executed from another place and many things are missing.. i changed the run.sh at some lines and added the /opt/AdventNet/Support.... but I still receive some errors can someone help
title tag
can i change the title tag from "AdventNet..." etc to something else?
Server Shutdown?
SupportCenter Server shuted down - and i dont now why? is there a possiblity to have a log or anything? where can i find it under debian
Is is possible to clear a datefield
Hello! I wonder if it is possible to clear a datefield which has been previously set. I want the field to become empty, as it is from scratch. Regards /Christian
SupportCenter receiving tickets from ServiceDesk
We are an organization that supports multiple external customers but function as the internal helpdesk for these customers. We like the asset tracking functions of ServiceDesk, but would like a more centralized method of handling trouble tickets. Would it be possible for ServiceDesk to redirect tickets to SupportCenter and automatically delete the ticket within ServiceDesk so there is only one instance of the ticket, or some other form if integration? Thank you, Jamie Jensen
Contact auto-addition configuration
Hi, Why is when I have 'Also create self-service login account' checked it doesn't work. When I have checked, you can only enter the system if you have an account and password. How does this work? What is the URL for self-service portal? I would like unregistered users to create an account. Please help me!!!! I am using build 5034 Awesome program!!!!! Bill
Can�t see a product
Hello All When i try to add a product into my new request screen in the combo box it doesen�t display anything, and i already have ddefinedmy products. Any body knows how to fix that Alanof
HELPDESK REPORTS
I cannot found se section "HELPDESK REPORTS"
Service Desk
I am testing the service desk application and do like it. I am thinking about using it for tracking requests from our clients but I think it needs the following: Option in requester for Company Name Option in requester for Hourly Rate Upon entering TIME SPENT, the total $ amount should be based upon the requesters Hourly Rate if not empty. A report can then be generated to see what the requester(client) owes and what the tech charges ($) were. Also the Contract part should be able to be changed to
Update Supportcenter 5021 to 5032 failed
Hi, we tried to update our SupportCenter 5021 Installation to build 5032. After doing a backup, we started the Updatemanager and tried to update our installation. The update fails and a rollback was initialized and succesfully finished. After restarting the server, we can see error 100 in the EventLog: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them! We tried several things but nothing helps. We didn't get access to supportcenter.
Unable to upgrade from build 5030 -> 5032 -> 5033
Hi, I am running build 5030 and tried to apply the 5032 service pack. It fails and then backs out. DOS window text is: 1/11/2006 11:12:19 com.adventnet.db.adapter.mysql.MySqlDBInitializer executeComm and INFO: Command to be executed C:\AdventNet\ME\SupportCenter\bin\\..\mysql\bin\mys qladmin -u root --port=33356 -h localhost version 1/11/2006 11:12:21 com.adventnet.db.adapter.mysql.MySqlDBInitializer executeComm and INFO: Command to be executed C:\AdventNet\ME\SupportCenter\bin\\..\mysql\bin\mys
Contract support
Are there any plans to introduce Contract support. Much the same as in SD+ with a contract summary on the admin dashboard. SC+ seems to lack this feature which we have been using in SD+ Any comments appreciated (and a means to manage our external support contracts) Alex.
Unable to upgrade from 5032 to 5034
I'm running build 5032 and trying to upgrade to build 5034. It fails and roll back to build 5032. During the upgrade precess I get an error message : Nov 4, 2006 12:22:57 PM com.adventnet.servicedesk.updatemgr.util.SCPostProcessor updateReportColumnDetailsTable INFO: Exception while trying to update ReportColumnDetails table java.sql.SQLException: null, message from server: "Duplicate entry '5024' for key 1" The table ReportColumnDetails contains record with "COLUMN_ID" = 5024 as you can see in the
SC Plus run on a third party server
Can anyone tell if and how I can run SC Plus on a third party server? Any help greatly appreciated :D
Response Time Reports
I need to be able to produce a report showing "responded to" time. My understanding is that this information is help in the WorkOrder table. Unfortunately, the field is not avaialble in any of the Custome Report types. How can I generate a report showing "Responded To" time? Cheers, Robin
How do I register?????
Hi We are a current user of SupportCentre Plus I wish to register as user of this forum, but every time I attempt to register I rec a message saying I have exceeded the number of registration attempts for this session. Even on my 1st attempt!!!! What is going on>??? Regards Jeff MacKenzie Manager, Technical Resource Group Jands (Australia) Pty Ltd
ServiceDesk scan fails, invalid password or user
We are running ServiceDesk on a Debian workstation. We are trying to scan WinXp workstations on our network. The scans fail because of an invalid username or password. We have disabled the WinXP firewalls on each pc so that's not the issue. How can we set up the scans to authenticate on these XP pcs?
Upgrade to 5032
Hi, i'm unable to upgrade to 5032. We would like to put in production environment the product and buy the 5 tec license before january. but the problems that 'til now i've discovered seems to be all in the Windows 2003 environment and variable: windows 2003 give a lots of errors due to the fact that it cannot interpret via dos command ".\" and "..\" variable (very strange because if i manually open a dos session all function...) via dos upgrade windows the status is: Starting to take backup ....
Product list based on products added to Account. Arrrggghhh
Hi Support, Some new functionality is causing us a few issues! The release notes show "When editing a request, the whole product list was shown. Product list is now displayed based on the Account. " I can understand that some people want this function so that their support staff don't give support on something that the customer isn't registered for. The reason this causes us problems is that we release a new product every month and the customers aren't forced to update. So I could add the new product
Problems upgrading from 5031 to 5032
It attempts an install then gives me an error then performs an uninstall. What logs will be needed? Where do I send them? Thanks, Neil
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