FR: Attachments
Hi I understand that attachments can only be added to requests while doing a reply. Sometimes we want to add an attachment to the request without creating an email. Perhaps add attachment could be added to the "add notes" feature? al.
Exporting Data - Dates
I am trying to export data from SupportDesk - workorder table into MS SQLServer, which I am able to do using EMS SQL Manager 2005. The issue is that dates are stored as BigInt(20), and I want them imported into SQL Server as DateTime. I have discovered that the BigInt value is the number of milliseconds since 1/1/1970, so it would be possible to convert the number to DateTime in Excel (BigIntValue/24/60/60/1000 +25569). eg 1156413318536 is equal to 24/08/2006 09:55:19 Is there a simpler way to Export
help please ! - i can't close requests :(
hi all, im running SupportCenter Plus Version : 5.0.0 Build Number : 5021 and i can't close requests. i tried to: * in the main request table to mark single request (or more) and then click the "delete" button * i tried to edit a request and change the status * i tried to go to the request and to click on the right pannel on "close request" the internet explorer is thinking...thinking...thinking but the requests don't become "close" i also tried to restart the system, and restart the server (the
Feature Request: Creating Contacts
Hello - I don't see a "feature request" forum like the one that ServiceDesk has, so I'm posting here. I would love to see a feature in a new version where the full contact information for a new contact can be assigned when a contact is created at the same time that a request is created. In the current release, contacts can be added, but then you have to go back into the contacts screen to add them to an account. Thanks!
Heading away for 2 weeks - but have some outstanding issues
Hi After tomorrow I am away for 2 weeks, and just wanted to highlight some outstanding issues I still am waiting to hear back from Adventnet: - Support ticket 3336, URGENT. Sometimes SC stops fetching mail, and has to be restarted. I have not had this issue acknowledged yet, but it is happening about twice a week and has caused problems with customer communication. - Support ticket 3625, changing the contact for a request doesnt work via auto dropdown menu. This bug hasn't been acknowledged yet?
Tracking Costs and Parts prices
Is there a solution here for tracking the parts used in an organization that provides computer repairs to clients system? A requisition system would be awesome... Paul
Email group or account
Hi, Is there a way to email all contacts in a account at once? TIA, Cesar[/img][/google]
HTTPS/SSL implementation
Vinu, do you folks have a general timeframe as to when this feature for logging in will be available? Thas the only thing at this point that we are waiting for purchase. thanks you
Configuration Possibilities
I've downloaded and installed the application on my workstation, and evaluated the software . I have now turned it over to networking and have it installed on a virtual web server. We have a few question about your product we're hoping you can answer for us. 1. Does or can it be configured for SSL for authentication and com with AD 2. Anything other than MYSQL for database (configure for SQL possible)? 3. Can the database be stored/configured somewhere else other than the install location 4. Can
Feature Request: Bulleted Lists
It would be really nice to be able to indent bulleted and numbered lists in the request description.
Installation problems with web server
During the installation (win XPP) a message appears "problems with the web server configuration". I click OK, and the installation proceeds. Later, cannot start web client, as support server is not running. What should we do?
Usage of Notifications
Evaluating some utilities for Customer Support... Is there any way to send notifications when the status is changed to a specific value, on template per status change, usage of fields from the request logged. change status if an incoming email refers to an existing request(eg tags for the request number in the subject) And finally: Import data from an existing system
SC Custom report by product
hello, is there a way to create reports by product? let say I want to see which product have the most request.. I dont see this option in the Reports Page. TIA Cesar Z
Issues with Reports -- product update changes?
Hi there I see that mention has been made of a new release with updates to the Reports section of SC+. I'm wondering what the planned changes are. So far I have found that: a) If you export a report to PDF for a predefined time period (e.g. "This month") the Totals are not included in the PDF. b) The PDF file does not look good - the column for e.g. Category has the text squashed into it and words broken up. c)It seems that if you pick a custom date that goes past a certain time, the report just
Next update on track ?
Hi, Is the next update on track for the 15th of August still ? Olly
Name Fields in Contact record inconsistant
I'm importing a large number of contacts and the name fields are inconsistant. During the import I can import First and Last Name as two different fields. The screen to edit a contact only has a Name field. Also, if you leave one of the name fields blank during the import, it shows "null" in the name. I would prefer two fields so the email templates could reference the first name only. Thanks, Neil
Products - Additional Fields?
Since the Account, Contact, and Support Rep items have additional fields, could we get some additional fields for Products? I can see having a couple of extra fields for a product (Serial Number, Asset Tag, etc.) being very handy...
Email support requests
Hi Guys, Just purchased the product after a trial period, and very impressed ! I wondered if it would be possible to enhance the process of taking in requests from unknown contacts? At the moment we have the options:- 1. Not log the request. 2. Log the request but do not add the contact until approved. 3. Log the request and add the contact without approval. This works ok for us, but could in my humble opinion be improved:- 1. when a request comes in from a new contact/email address check the company
Comments on requests
I know I have mentioned this before, but thought I would bring it up again incase it makes it on to a list of possibles for future versions. Can you put a "Comment" option on the request page? Ideally, a comment would be like a note, but it cant be removed. At the moment, if we want to permanently add information to a request (ie, something that isnt actually a resolution) we either use a Note or manually edit the request. The problem with Notes is that they can easily be accidently deleted due to
URGENT TABLE INFO NEEDED
What table stores the relationship between the contact and organisation codes please? I was using the the aaaorgcontactinfo table but this does not appear to be updating. HELP..!!!
Restoring Data
Are there any simple instructions on restoring a Support CEnter backup ? I have tried to install the latest update, and it crashed mid-install, so i need to reinstall and restore. Anyone know how ? Olly
Will pay for a custom report
Hi, I need a report created that I want to run at the end of each month for my clients. Is there anyone at Advent who fancies quoting me on creating a custom report for me ? It's not massively difficult, but I think the upcoming report generator wont be able to help me. Basically, I want a page per company (not per contact). On each page I want a list of requests (regardless of status, ie open or closed) for that client for the specified month. I also need the usual info, creation date, contact name,
SupportCenter 5021 - now available !!!
Hi All, The latest SupportCenter build - 5021 is now available. Customers in the earlier versions can upgrade to the latest based on the instructions available here : http://manageengine.adventnet.com/products/support-center/service-packs.html IMPORTANT - It is advisable to take a backup ([SCP-Home]\bin\backupData.bat(backupData.sh)) of your data before upgrading And the features & issue fixes available with this build are : Features: * Define permissions for the solution topics for each account
Fields needed for custom reports
Can you please add the following fields to the custom report section. Account and Time spent We really really need these to do our reports for our clients. We need to be able to find out how much time was spent in each category grouped by the account. So if abc company had 3 hr in Workstation and 4 hr in server support we need to be able to export this info for them. Thanks Rick
Assign Web Server to a single IP address
How do I assign the webserver to a single IP address instead of all IPs on the server? I'm running win2003 with several sites and need to maintain port 80 on those servers as well as port 80 on the SupportCenter website.
Due Date
We are testign Support Center Plus and we are facing a problem with the Due date. We cannot change the due date on a request even if we are logged on as administrator. This represents a big problem to our test as we need to ajust dates according to the request progress. Is it our problem or a known issue. We are using build 5021
Missing space on button
SC+ Ver 5.0.0 Build 5021. When a contact is logged in, and is editing their contact details, the Update My Details button is not "right". See attached image. Cheers.
Server fails to start
Hi, During installation, when the install program asks whether to start the server, I chose not to start it. The problem is now when I try to start it from Start->All Programs, it does not get started. I am installing on a Windows XP machine. I uninstalled and installed again and this time when I chose to start during the installation it went fine. This is just a minor irritant. I think the option to not to start the server at the time of installation should be removed. Thanks & Regards HimS
Skinning the customer side of SupportCenter
We're looking at SupportCenter here, and Im curious to know how easy it is to integrate the customer part of SupportCenter (ie the "Solutions" and the ability to open tickets and view current tickets) with our website ? Anyone done this ? Olly
Asset Tracking Feature Request
It would be great if SupportCenter could provide the same level of asset information as ServiceDesk Plus.
Customize Request Print Preview
Is a customizable request ticket printout in the list of requests?
Overdue and date format errors in general
Hi to all, I am really embarrassed with dates management, if i try to put an end date (overdue, etc...) I got a script error, have I missed something The javascript error is (for instance on the welcome page "Announcements" zone, I have to left "Forever" in the "To" date field, if I try to modify I do have the following error when trying to click on the calendar: Nothing happens On an overdue item (no overdue date) if I try hard to modify the overdue date to put something in it, once I select the
Can i start with 5 ?
Can i start with 5 support representatives and upgrade later ?
Authentification via Radius
Can technicians authenticate SupportCenter via Radius Protocol for ACE Server (RSA). Is there a way to get it ?
Add maintenance task/request to all (or query based list)
I'd like to be able to create a task/request for all customers at one time and have it assigned to the technician that normally handles that account. For example, install an update for an application that is widely deployed to customers. It is tedious to have to create a new request for each. It would be even more ideal if the query could use criteria data from our customer database that contains information regarding their network/software.
Notification e-mail from web request page?
Noob here. Anybody know how to receive outbound e-mail notifications on submissions received from the generic (anonymous) web new request page? i get a rep e-mail delivered when somebody e-mails support via our support e-mail address, but not if they enter a support request via our web page. also, the request that gets entered via our web site comes in as being from "e-mail" as its source as well. anyone know how to change this so that its source states that it is from the "web", so that we can direct
Is there a way of keeping emails?
Hi there SC+ deletes the emails from the inbox of the account specified in Mail Server Settings. Is there a way of circumventing this (besides creating a rule to forward the emails to another account)? The text in Mail Server settings says to "create a separate mail account and alias the mailid to this account". Is this a way of keeping emails? If so, could you explain what it means and how to do this? Many thanks again Patricia
TECH SUPPORT PLEASE
I need tech support for my crashed SupportCenter Installation. I have left 2 messages and no one is calling me back. It is clearly in the middle of the 8:30 - 6:00 PM CST support range. This has to be resolved ASAP. Thank you, Paul Williams, NFP You have my numbers and email address on file. Calling AdventNet Support You can call AdventNet Customer Response Center for logging and resolving any technical problems. This Center is operational 24 hours and staffed by experienced and knowledgeable product
Product Dropdown not populating even though the system has
Hi, When I started SupportDesk, I decided to remove all products and product types while logged in as administrator, once all were removed I added new products and product types, I have about 3 of each. Now when the end user logs into the portal to submit a request when they click they dropdown menu for product nothing is returned. Any ideas? Also, is there any way I could open the database using Enterprise Manager or MySQL? Thank you. John.
Two issues regarding 1) screenshots 2) attachments
Hi there We are experiencing 2 issues: 1) Customers copy screenshots directly into their emails. These don't appear in the request in SC+. Sometimes the screenshot is attached by SC+ as a jpg or gif and sometimes not, in which case we have to ask the customer to resend as attachment (this doesn't look good for us). If someone has a graphic in their Outlook signature that graphic does appear directly in the email but graphics pasted into emails do not. It would be best for all graphics to appear directly
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