Problem with "Contact auto-addition configuration"
Hi, In "settings" I have a problem with "Contact auto-addition configuration". I set the check box to when a new request arrives from an unknown contact, the system do not log the request, but when a new request is being created in this conditions, the SC+ show the message "Contact Name does not exist. Do you wish to add new contact, as part of submitting a new request" and I can log the request with a incomplete contact. One more thing... ...the SC+ will be able the cadastre new contacts during
Features and Time Frame for version 5040
It would be helpful if we knew what features and changes would be coming in the next major release and an expected date. Based on that information we can decide if we need to develop crystal reports, create a billing interface, or other items necessary for integration to our existing business systems. Please let us in on the plan and expand on the roadmap. Thanks, Neil
Unassigned traffic and time based report
Hi We are evaluating this software for using in our enetrprise. I have two queries 1. When we see protocol wise usage it show a majority of traffic as usassigned. It hardly show mail usage when actually mail accounts to 35 - 45 % of usage. So is there any patch where in all the commonly usesed protocols are analyzed. 2. The fw analyzer show report for one compleetd day. The previous days file is acrhived and stored. I wanted to aski if i can get trafic of particular time slot eg like in moring for
Support Center vs. Service Desk road maps and service packs
Hi there, Is there any correlation between Service Desk and Support Center development? I.e. if certain feature has been implemented in Service Desk already, can I assume it to appear in Support Center, too (if it is general enough by its kind to fit to both products). Or on the other hand, is it expected those product to evolve more to separate directions, having more dedicated features? I would basically like to swap from SD to SC since we support several organisations in addition to our own, and
Enhancements to Time entry
We use the time entry window to capture notes about the stop as well as time. I could really use two enhancements: 1. Use the rich text editor. 2. The ability to create custom fields in the time entry record which can be seen by the report writer. I would be happy to pay for such changes. Neil
SupportCenter 5032 now available... !!!
Hi All, The Service Pack (5032) is now available : http://manageengine.adventnet.com/products/support-center/service-packs.html (Service Pack) http://manageengine.adventnet.com/products/support-center/download.html (Full build) Any build above 5008 can be upgraded to 5032 using the above service pack. This service pack contains the fixes mentioned here : http://manageengine.adventnet.com/products/support-center/sp-readme.html (Release notes) Regards, Vinu Sreedharan
MYSQL to SQL conversion
I believe that the new release now supports SQL I have had a look round and have been unable to find any further details. Could you advise on the procedure for getting the software working on SQL please Thanks as always Rich
How to install SC+ to access this way http://localhost/help/
Hi, I need access the SC+ this way: "http://url/help" or https://url/help. Today I access this way: http://localhost:8080 Thanks!
Congrats to Vinu & the rest of the development team!
I just wanted to tell everyone at AdventNet how HAPPY I am with the 5031 release. The reporting improvements were the most important feature for me, and they're AWESOME! You guys make a great product at a very reasonable price. As far as I'm concerned, you don't have any competition in the helpdesk software industry. Very well done - your programmers are WONDERFUL! Thank you! Chris
Advice/Ideas??
Hi All, We have the following scenario we want to achieve. I have tried looking at this from a viewpoint of SLA's, Groups, Business Rules but can't seem to get to a solution. The basics are as follows: A support consultant places a request on the helpdesk, and informs the client he will call back in 2 hours. We need some sort of process to flag this up when the time comes around. I have looked at entering a "follow-up" task, which is ok if the support person is at the home screen, and monitoring
SLAs and Escalation
Hi, again. The way SCP monitors SLA's resolution times, incidents escalate only AFTER the SLA has been breached. This way, the current escalation method does not help preventing SLA violations nor avoiding any associated penalties that are eventually due. Couldn't you, perhaps, consider creating some sort of a "prevention timer" to be monitored by the escalation engine (unless, of course, there is other way to do this)? If so, when would this feature be released? It seems to me that this would be
Assign requests with business rule by Account name
Hi, Is there any way to set a business rule to assign requests by account name?
Survey logo
Is it possible to change the survey logo?
self service login not working?
hello, there is a small issue. The option to create a login for new contacts is enabled...and I know the the login and password are email@domain.com. However when the user tries to login it does not work....I would have to reset the password to a new pass and then it'll work. am I doing something wrong here? or is bug? Thank you! Cesar
scheduled requests
I think I have seen a request for this around the forums before, But I will suggest it anyway. Can I ask for the ability to have scheduled requests? I want to have various maintenance tasks scheduled for a monday morning for each client. I would like this to be requests in Support Center, rather than appointments in Outlook, so that the jobs appear on the reports I run for my clients. Being able to create one appointment and say "I want this request created each monday morning at 9am" would be really
Application layer hang on startup
Hi, Installed latest version on SBS 2003 Premium but the program will not startup. It gets about 90% along and then hangs during Application Layer. Any ideas Anon
SupportCenter Service Pack - 5030 now available...!!!
Hi All, The eagerly awaited Service Pack (5030) is now available .... !!! You can pick it up from here : http://manageengine.adventnet.com/products/support-center/service-packs.html (Service Pack) http://manageengine.adventnet.com/products/support-center/download.html (Full build) http://manageengine.adventnet.com/products/support-center/sp-readme.html (Release Notes) We know that it has been a long wait for you all. We promised this long back. Thank you for your patience and cooperation. We have
SupportCenter Service Pack 5031
Hi All, The Service Pack (5031) is now available : http://manageengine.adventnet.com/products/support-center/service-packs.html (Service Pack) http://manageengine.adventnet.com/products/support-center/download.html (Full build) Any build above 5008 (including 5030) can be upgraded to 5031 using the above service pack. This service pack contains the features/fixes mentioned here : http://manageengine.adventnet.com/products/support-center/sp-readme.html (Release notes) It also includes the fixes for
Error by action "Enter Resolution"
After installing SP3 (build 5030) Error pressing action "Enter Resolution" --------------------------- Microsoft Internet Explorer --------------------------- Cannot open website http://helpdesk.litim.nl/WorkOrder.do?woMode=viewWO&woID=1820&editResolution=true. The action is canceled (original text is dutch, so maybe it is not the exact microsoft text) By the way nice enhancements!
Forwarding doesn't show in request or history
Hi support, hope your all well. When I use the forward function I can't see any record that this has been done, in the request or in the history, is there something I am doing wrong? Thanks Rich
Exporting or reporting the contacts
Hello, How can i export or define a custome report in order to be able to see what contacts i have in SCP? Thanks
Install problems with 5030
It appears to run the backup and then restart support center. Here is the cmd window dump. java.sql.SQLException: No operations allowed after connection closed. Connection was closed due to the following exception: ** BEGIN NESTED EXCEPTION ** java.sql.SQLException MESSAGE: Communication link failure, message from server: "Server shutdown in p rogress" STACKTRACE: java.sql.SQLException: Communication link failure, message from server: "Server shutdown in progress" at com.mysql.jdbc.MysqlIO.checkErrorPacket(MysqlIO.java:1902)
Unable to delete SLA
Hi Support, I created some SLA's originally, but then used business rules to try and get round the problem with SLA's before the new release, this seems to work fine now. I need to delete the SLA's that I used in testing and recrete some from scratch. When I try and delete the SLA's i get the message FAILURE :SLA is being used by a module. Hence cannot delete it. I have checked all the test contacts and accounts and can't find anything that maybe using this. Is there any way that I can find out where
Accessing Data in SupportCenter Plus
I need to access the data in SupportCenter Plus so I can export it into SQL Server. How can I connect to the data, is there a username and password or is it blank, is there a port number to access it. At present I am using it in Trial mode on Localhost:8080. I need to be able to export the time spent on answering support queries into our Time Management program (Time Spent / Add Time Entry details). I have tried to use Navicat to connect, but have got a bit lost. If it can't be done then we won't
New Reports in 5030
Hi Support, Thanks for your continued efforts on the update, I have checked a lot of things this morning and all seem now to be bug free! In relation to the reporting when I generate a report I don't get an option to display the selection criteria for the report. For example if i choose Last quarter and filter it to be a single company when i export it or print it I have no idea who it is for or the date criteria that was used for the selection. If I printed another one out for another customer,
New Release delay
Hi, Vinu, Support. What is the current status on the new release? Thx Frank
Hit by SPAM
Hi All, must have been hit hard by a few emails last night that were spam, and the reply that our support center sent was bounced 1300 times! We are using MailGuard (www.mailguard.com.au) - however, this does not help us prevent our support center replying to bad emails. Any help would be greatly appreciated. Rob
SLA management.
how can i set up an SLA that will send out an alert for a NEW request that has been entered and has been sitting there for 55 mins with out a response or being assigned. I have an SLA to RESPOND to a customer within an hour . This is NOT the RESOLUTION time. i also have different status's like Pending Bug fix that effects the SLA and would like to automatically start a NEW SLA (ie for Engineering to fix the issue, and sending alerts) so that i can see the amount of time it took to respond to the
Unable to view request product column selecter as customer
dear sir, l just installed the trial version and try on, i found out that not able to see the product under the request list as login as account's contact or even the column selecter not provided with that column. did i missed out anything to configure? thanks regards eddie
A few questions about maintenance
Hi, I'm just about to purchase your software but I just need to know the following: 1)If we purchase 5 licenses does the use of the admin account count as 1 of our 5 licenses? 2) How large could this database grow? 3) How do we back it up. 4) What is involved should we need to reinstall on another computer should this server die. Thank you very much for any help on this.
Email all addresses in account
hello, is there an easy way to email to all contacts that belong to an account? TIA thanks,
How to change Document Root
Hi, I need install Support Center Plus in other "Document root". I need access this way: http://localhost:8080/helpdesk/ Thanks!
Showing the Comments for Products in the Accounts screen?
Hi all, I was wondering if it is possible to change the default fields shown in the Products associated with an Account (when we look at their Account screen)? So then we'd something like this: Delete icon, Edit icon, Product Name, Warranty Period, Comments (we don't need Net Price). We have a situation where we'd like to track some assets, that is servers, workstations, printers, etc. We can put them into the Product Type and then list them as Products. I want to put each PC in with it's own serial
Feature Request: Timer
It would be great if there were a feature in SupportCenter Plus that allowed technicians to start and stop a timer when spending time on a request, then have the time spent entered into the request with a description. As it is now, we have to use a separate application to track time spent, then manually enter it into the request in SupportCenter. Thanks!
Time
Hi Guys, Quick question, Is there any way to set the default time in SupportCenter. From the look of it, it is used as GMT-1. Hopefully this is a simple parameter? Also, any news on when the update is going to be available? There is a lot of changes we are waiting for escpecially the enhanced reporting. Thanks Simon
Operational hours
I am considering buying SupportCenter Plus but have some queries. For instance, the software allows you to set the operational hours for the company providing the support, but how can I set operational hours for my customers? An example is a bank, which would only have certain opening hours, and the times applied to the SLAs should only be calculated while the bank is open and allows access to the technicians. As far as I can see at the moment, your software assumes that all customers have 7 x 24
supportcenter feature request
Hi, i'm searching for a complete ticket and contract software management. I need a ticket request/management and also a contract management that help me keep tracks all my customer requests of assistance and also to manage the contract that i have with them (contract by hours of work, or contract by number of incidents, costs, ...). I love SupportCenter (it is perfect for me to manage the incidents and ticketing) but it doesn't manage the contract feature... do you plan to implement in the near future
Custom Reports / New Release
I know several have requested additional information about the release date of the update. As a customer who has purchased the product, I do not think it is unreasonable to get a new delivery date. At this time support has not responded this week regarding the new release. We went live with the product based on a mid august release to provide custom reports. If a release is not coming very soon we need to know so reports can be developed in crystal. Support, please tell us what the new realistic
Supportcenter in Windows 2003: problem solved
Hi, only to inform you and all guys that if you try to install the supportcenter in windows 2003 RC2 (this is the version that i have but i think this issue is also in windows 2003), the service doesn't finish to start because it doesn't find the correct path to start mysql-nt application. Windows 2003 doesn't correctly reade the path "../mysql\bin\mysql-nt" then it is necessary to manually edit 2 files: startdb.bat wrapper.conf in these i had to replace the path "..\mysql" with the full path of
Third Party Web hosting Installation
Dear All, I need assitant on how to upload this exe installation to third party web hosting. I normally using the FTP program to upload all the files, like htm, asp, etc.. to the server root directory. But right now, i am downloaded the .exe file, so anyone can assist me on how to install? Thank you tom tomlee@myinfoline.net
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