Notification to contact on note addition
Is there anyway to alert a contact when a note has been added to a request? The notification rule for an updated request does not seem to work... Thanks for any help. Matt.
Bug with Spam Filter on "Description Contains"
Hi, I wanted to use the new spam filter with condition "Description contains". However, after saving this it reverts to "Description ends with". I am on build 5030, but didn't notice a fix for this in 5032 release notes? Thanks Al.
Alternate Login Page
Given that the SC home page is in .jar format would it be possible to create a login in html, asp or something else to allow for the inclusion of the login form on another webpage? We would like to have faq's, other information and links on the same page that allows login to the SC? Currently users must either directly enter the url or go first to the links/faq page then navigate to the SC page and login from there. Thank you, Jamie Jensen
Notification Rules
When we go to Admin, then Notification Rules; it says: Alert the following Support Reps by Email when a new request is created We are not getting a drop down list with all of the Support Reps - and we need this so that we all can see when a new request is added. Thanks. Rob
Wish: email settings per account or contact
It would be nice to have the option enable/disable email notifications per account or user. Now it is only possible to set it general. Not every contact or account would like to get email when a request is updated.
How to Generate Random ID/Request Numbers
Hi, we are trying SC+ Build 5033, could anyone suggest how to configure SC+, so it'll generate Random ID/Request numbers, instead of 1,2,3 & so on. Thanks for chip-in. Best Regards: Faisal
Products quoted in relation to Vendor tab? - cosmetic only
Hi Support, Noticed this, this morning. Maybe seen as being a bit over fussy, it doesn't bother me, but thought you would like to know, all helps make a better product and an easy change! Cheers Rich
Company and related Product info not displayed - movie
Hi Support, When I log a call with Quick Create it doesn't pick up the company name or the available products to choose from until I confirm the username. This is complicated to explain so I have attached a short movie as to the problem, this is incredibly frustrating! I think that this has been resolved, or certainly mentioned before, maybe the changed to the product list showing product types in this release 5033 have unearthed this gremlin again. Thanks Rich
Junk Notification Filter
In the notification admin section for Junk Notification Filter, what are the default entries for Title? I deleted mine by mistake. Thanks,
Contacts and Outlook (or any other email client)
As SupportCenter Plus has all the customer contact details and I don't want to store them twice is it possible to use this contacts as "global address book"? Andre
Importing Data into Request
hi i was wondering is there a way to import data into Request as I would like to import some scheduled maintainance services to be carried out or maybe a suggestion of how i can import my data into the system?
SQL Query for Print Preview
Does anyone have the SQL query for the "print preview" ticket. I need to transfer it to crystal, etc. Thanks, Neil
Licensing not answering emails
Hi We are an exiting user and wish to purchase additional user licenses. I have emailed licensing at adventnet dot com (your forum will not allow me to post email addresses) requesting pricing, but they are not retuning my emails. Could someone PLEASE email me with pricing for additional users. Regards Jeff MacKenzie Manager, Technical Resource Group Jands (Australia) Pty Ltd P: +61-2-9582-0909 F: +61-2-9582-0999 jmackenzie at jands dot com dot au
Subject checking and replying to emails
Hi, Is it possible to remove the subject checking when a user replies to an email generated by SC+ ? I would like to be able to add just the request number in the format [$requestid] at the end of emails and CC them to the support@ email address in order for them to be appended to a given support request. At the moment I have to also match the subject line used when creating the support request. This is fine if a client is replying to a generated email, but if i want to use SC+ to store emails relating
Reports and 'Time Spent' entries
Hi, I have a report that shows all the requests by client for the last month. I want to add to each entry the total 'Time Spent' entries for that request. I cant see that entry on the list of available columns. Is this possible ? Olly
Predefined account logon via URL
Hello! I wonder how you make an URL which automatically logs on a predefined account. Like on the demo page: demo.supportcenterplus.com/ I would like to publish a special link on a private page for a customer, and this would simplify the account creating and the hazzle with passwords etc. Regards /Christian Running SC+ on W2K3 Server
browser in windows problem
browser (IE6/FIREFOX ETC.)of windows xp/2000/2003 in my company PCs,display SC pages such as attached pic.but it is ok in linux. why?thks.
Error on SP 5032 Install
Hi, I'm getting a script error when I try to update. Currently running 5031 Windows 2003 Server Trying to install the 3.2.1 Any suggestions? Thanks.
Print Preview Flexibility
We don't want to print the complete ticket when doing billing to our customers. Would it be possible to create a section in the Admin settings allowing us to select which sections of the ticket get displayed for printing? Thanks, Neil
SupportCenter under SLES10 not starting
Hi All, I installed SupportCenter Plus under Suse Linux Enterprise Server 10, but when I start SupportCenter through the run.sh file in the bin directory, this is what I get: lnx-01:~/AdventNet/ME/SupportCenter/bin # ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/SupportCenter JAVA: /root/AdventNet/ME/SupportCenter/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
windows brower problem
browers ,such as IE6/FIREFOX etc. in windows 2000/xp/2003,display SC+ pages so ugly.but it is ok in linux. why?thks.
SupportCenter Won't Load - Database Corruption??
We are unable to get SupportCenter to load. SupportCenter starts to load, but after a couple minutes the loading screen disappears and support center is not running. We have rebooted the server numerous times, but SupportCenter still won't load. I found the following message in the sp.err file that is occuring each time we attempt to start support center. ======================== Version: '4.1.18-pro-nt' socket: '' port: 33356 MySQL Pro (Commercial) 061012 3:58:12 InnoDB: Database was not shut down
Assigning Roles to a Requestor or Account
Is this possible, and how would i do it? Thanks Andy
Unable to delete all unapproved contacts
Hi Support, From the unapproved contacts page i have approved the ones that I want to let through and then have selected all the others by clicking the delete tick box and choose delete and it will not delete all the contacts. It looks like this will delete only x amount of contacts. For example if I have 30 unapproved that I want to delete, change the list so that it shows 50 click the delete button to select everyone it seems to leave a few with ticks next to them. If you unselect and reselect
Suggestion Box
Can you add a feature to the contacts page to RESEND Login Details to the contact. In case they forget thier password, or the admin changes their password. Thanks for a great product! Drew
Custom fields on Request Form not displaying correctly
Hi I hope someone can help me with this... I have added 2 custom fields to the request page but the second field gets squashed up very badly on the right hand side of the form. This is true for every second field I add. It's so squashed it's unsuable. I've added a screen shot, the field is called "component". By the way, this only seems to affect IE 6 and 7, Opera is OK but my clients all use IE. Anyone have any ideas? Many thanks in advance. Matt.
Initial Logged Request doesn't show cc'd addresses
Hi Support, When a call is logged, you can't see who it has been cc'd to. However in subsequent emails in the conversations window you can see this information. This has become an issue because a customer emailed us, a request got logged and the support rep replied to the customer. Unknown to us the customer had cc'd his boss and then gone on holiday. We had a complaint that our response wasn't cc'd back to the recipients on the initial request. If you could take a look at adding this please as we
Announcements - Some management needed
Hi, All, Support. It would be most convenient to be able to limit the visibility of Announcements on a per Account (or group of Accounts) basis. Something similar to the Account Solutions View permissions would probably be enough. One more for the wish list ... Thanks. Cheers, Frank
Multiple contact emails
Is there a way to deal with a contact which uses multiple email addresses?
How are Mandatory Fields in Request Form mandatory??
Hi there I have set up some additional fields in my Request Form and set them as Mandatory fields (they are pick lists). However, there doesn't seem to be anything mandatory about them in that there doesn't seem to be any requirement to fill them on creating the request or on closing it. The default is displayed as '-', I would have thought this would have to be changed to one of the items in the pick list. Is there something else I need to do or am I misunderstanding the purpose of mandatory fields??
Modify HTML <title> info for site?
I don't see any way to modify the HTML title for the website. By default it is: AdventNet ManageEngine SupportCenter Plus Any way to modify this? How about a way to modify the default icon? (Currently the little blue 'SC')
Cannot change passwords
Here is the error I get when I try to change passwords: FAILURE : No account configured for user : {0:admin} to access service : {1:AdventNetSupportCenter} I need help with this asap! Rob
Business Rules issue - mini movie attached!
Hi Support, I'm having a problem with the business rules. If I add more than one selection, i.e Description contains fred and then try to add Description does not contain barney it changes the rule to show Description does not contain fred or barney. This is ensuring that I have the ANY choice selected. Little movie file attached showing the actual problem, I am running version 5032, any idea please! Thanks Rich
Contracts
Is there a plan to implement a way to track contracts you have with individuals or accounts? I noticed this feature was available in SD+ and would like to see it added to the roadmap for SC+ if possible.
Make time entry notes searchable?
Currently under the "Add time Entry" section at the bottom of requests you are able to make notes about time added to the call. This notes field does not appear to be searchable when searching requests using the search bar on the left. Would it be possible to have this changed or have an option in settings to choose what is searchable and what isn't?
Materials cost added to request, like time entry
It would be great to be able to add materials costs to a request, for example when a piece of hardware or software is required to resolve the issue. Time entry is nice, and I suppose we could add the material cost to the 'charges' field there, but having a separate 'materials' table similar to time entry would be much better. I envision these fields: quantity description $ amount for each line item. Of course, a report that includes the material costs (along with time spent) is a natural progression...
Bug in search solutions when use more than one search word??
Hi all If I enter more than one word when trying to do a solution search, I get the message: FAILURE: unable to search the solutions. Please report the problem to the sys admin with error code - 1,159,537,598,561 This is in builds 5032 and 5021 Is this a known issue and if so, is there a fix planned soon? Thanks Patricia
Mozilla 1.3 Beta warning
Hi, I've started to use Safari (2.0.4) on my Apple, running Tiger. When I view any page in SC that has a rich text panel on it, I get a pop up warning saying that it may not work on Mozilla 1.3 Beta or less. Can this be disabled ? The rich text box works fine in Safari and its a pain to have to close that pop up each time. Also, on the support tab of SC, when viewed in Safari, some of the lines of text appear as blue on very dark grey, making them almost unreadable. They are all the titles in the
Product list isn't available when a contact is entered
When filling out a new request, if I enter a Contact, my Product List is empty (without a Contact entered, the Product list is fully populated). This problem first occured when I applied Build 5031. I upgraded today to Build 5032, but the problem persists. Any help would be appreciated. Thanks, -Robert
Question re creating a solution
Hi So that we do not have our FAQ's in more than one location, I want to just link from solutions in SC+ to FAQ pages on our website. We would like the link in the SC+ solution to open the FAQ in a new page. The only way of creating a link in the body of a solution seems to be to use the link button which means we cannot open as a new page automatically. It is a pity that the solutions page is not a HTML editor rather than just text with some formatting. Is there any way I can get a link in the format:
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