Feature Request - List Contact Telephone Number in Template
Right now the only telephone number that can be included in a Request template is the Contact Mobile. Is there a way to add the feature of including the Contact Number in the Request templates? Thanks David
Build 5021 Issue - Contact Number Missing
With previous builds, the contact number would populate when you slected a contact name. Now with build 5021 the contact number is not populating properly. I have confirmed this with my users.
System Log Viewer
Hi there What is the System Log Viewer feature for? Nothing is present there for me right now. Also, is there a way of seeing which contacts log in to the system? I thought I did see something about that but cannot find it now. Thanks! Patricia
Request conversations and email
Hi, Vinu, Support. The way SCP deals with incoming email messages, it is not possible to associate a customer reply to an incident that is already open. Besides creating requests and adding contacts from incoming email messages, SCP should also allow customer replies to be added to an existing conversation (by means of rules or some other configuration parameter). By not doing so, email conversations via SCP are not possible and customer replies are either registered as new requests or lost (if email
License for 2 technicians?
Hi guys, Really like your SC product. Curious, why don't you have a two technician version available like you do for ServiceDesk? If you did, I'd buy it (assuming the cost was similar, i.e. $495).
Reply to contact -- no history included in reply
Hi When a support rep replies to a contact in SC+, no history of the incident is included, i.e. no email trail. It looks like there isn't any way of including this, is that right? (I do of course realise that the contact can log in to see all conversations). Cheers Patricia
Data directory in custom location
Hi, Is there a way to separate the install and the data directory? If not, can you please consider this in a future release? Would be extremely handy in the event of a system crash. Thanks, Daniel.
Port Change
How do I change the port the the app works on - it is clashing when used on 8080
Port Number
How do I set this up so that I can access it externally & indeed so my customers can do so too - what port do I need to open? e.g.
Assigning Tickets
When I create a new ticket is there a way that you do not have to keep entering a queue or support rep, I always want to assign my tickets to one queue which is then connected to the 2 support reps. Any idea if this can be done please? Thanks.
URGENT....tables
What is name of table(s) that contain time entry details against each job?
New hostfix/service pack problems
Hi Vinu, I applied the last hotfix (5021) one day later of applied 5020 and now, the application could't start . See files in attachment. Do you know some solution? Regards. []s Sergio Lima
Custom report query
Hi, Is it possible for me to create a report that shows all the requests created last month, for a given account, including the title, contact, current status, and any time spent ? I can do what i want by CONTACT, but I cant see a way to do it by ACCOUNT. Also, is it possible to add the feature to export to TXT file ? We send a copy of reports to each customer, but on our own headed paper, with various details above and below the actual reports. The PDF output isnt very....err....pretty Having plain
Technical Support Problems
Also, I have given up on requesting technical support via the website. It takes weeks or months to reply and by that time I am just to frustrated to care about working on it. Also, I request that I am preferred to be contacted only be email and most times, I get a phone call before I get an email. Now, I am not complaining that I get a call because after a few weeks I am happy to hear my request didn't end up in some unmonitored mailbox, but it is often difficult for support to understand me and
Can i do the following?
1) Contacts attached to multiple accounts, or accounts having sub-accounts? I have Customer A, who has Sites B and C. I need to track what items are at each site, but allow issues to be raised at both levels. A contact could view both levels, and raise at both levels.. etc.. 2) SMS only priority 1 requests? so far excellent product. Not purchased yet as i am still in trial mode and these 2 points are quite important. Regards Peter S Morton
Do you want to know the latest version in SC+? Read this....
Hi All, The latest version is 5020. You know, we released this a while ago and you can find more information about this @ http://www.supportcenterplus.com/service-packs.html If you are using a build version less than 5008, migrate to 5008 and then to 5020. To migrate to 5008, you can download the upgrade pack @ http://manageengine.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_5_0_0_SP-0_3_0.ppm Use this SP 0.3 to migrate to 5008. Start and Stop the server
Can't add extra columns to Requests view
Hi I have SupportCenter Plus build 5020, previously I had 5011. Now I go to Requests view, add extra columns, click Save, no change to Requests view. Go back to Columns, the ones I added are not selected. This is annoying as I'd like to view and sort on Accounts. Regards Patricia
Possible Calendar Add On?
We use ACT! 8 for our main Calendar events - and use Support Center for everything else. Do you think one day there will be a Calendar added onto this program?
Email and login issue on authorising Unapproved contacts.
Hi I am currently evaluating Support Centre Plus. I have the options re Mail ticket creation configuration to "Log the request and change 'anonymous' contact as 'unapproved' contact". My Notification rules have the "Notify contact on Self-service login info" option set. I send an email from a yahoo account to Support Centre, the request displays. I go to Contacts, click on "Unapproved contacts" and the yahoo address etc displays. I select the "Approve" and not the "Approve & provide login" option.
URGENT! Disable automatic request creation
Hi, Vinu, Support. Whenever there's a problem delivering an email, the postmaster replies back with info about the error. ALL these messages are being registered as new requests. The inconvenience is obvious and I need an urgent fix for this. Thx. Frank
Status, Mode&other fields can't be included in custom re
Hi, Our company is running SupportCenter Plus version 5.0 (build number 5008). I have customised the Support WebSite by furnishing it with request additional fields. Then I created new custom report out of it. My new custom fields can be selected on the report, this is fine, but there is no way (or I just can�t see it�) to include in this report some of generic fields like below: Status Completed date Severity Mode Time Spent There are there, I can see them on each and every request viewed separately,
Can't view other tickets under their account
After we upgraded to 5020 the user allowed to view all of the tickets for their account can't view any tickets that are not logged under their name. They can see all of the tickets but when they click on one of the tickets that are listed under another user from this account the page just refreshes and thats it.
Screen does not refresh after adding time
On ver 5020 now when you add a time entry the page does not refresh and makes it look like the entry did not go. you have refresh the whole page to get it to show up.
New build?
Any timeframe on the new release? I had heard that it was scheduled for 5/15... Also, what about that RoadMap?
Continuous Domain Scan
Is there a way to get this to continuously scan a single domain for changes in software or hardware? If not this would be a very helpful feature that I would like to get implemented into a new version. If not a continuous scan to have a scan scheduled for certain times of the day. Thanks for the great product!
Solution Database - No Delete-Button ?
Hi guys, hope someone can help me (using build 5011): Under Solution Database the Button next to EDIT (should be DELETE) doesn't exist for me, please check the attached picture. What should I do? Thanks in advance Leon
Migrating to SupportCenter
Hi, Is there a way that I can import the request history from my existing system (.mdb) into the SupportCenter? Regards, Daniel
Suggestion: Time spent report open requests
Hi, I need a report with the time spent for each request per account. The report should not only contain the time for completed requests but it should be the time for a request for a given period. Our customers pay the time spent per period, not per closed request. It would be nice to have list of every time spent record so the customer can view al the certain activities for a request. Of course a total per request and per account. Can we expect a report of possibility like this? Regards, Ko
Modify size of files uploaded
Hi to all, Is there a way to bypass the 3mb size limit? Thanks. Regards.
SupportCenter Plus and Domino and Sametime running on same m
Hi to all, I have not got enough time to investigate, we did have a problem with Supportcenter plus as a service (automatic) when Domino + Sametime Start and when we stop Domino+sametime. Seems it is a Java cause. Platform is Windows 2003. Solution: I modify the Supportcenter service to try to start 10 minutes by 10 after a restart of Windows (automatic update, etc....)
Request Filtering
Are there any plans to make the filtering more robust. I am trying to find work arounds to the problems that we have with actually managing requests. The filtering is just terrible for this purpose. I cannot differentiate between the different requests. I either want to be able view all requests that have been assigned to a single rep (can't), all requests that have been assigned to a single queue and then assigned to a rep (can't), all requests that have been assigned to a category (can't). This
Default Record Views
Sorry if the subject may be misleading. It is annoying as hell that when ever I use any of the Admin configurations such as Reps or Queues, the default view is 10 records and their is no ability to change it within the GUI. If I need to edit a few records and they are not in the first 10, I have to change the drop down every time after I edit the record. In support reps it gives the option for to view 200 records. In queues the largest option is 25 records. I have 29 queues so no matter what I have
Error encountering while importing contacts/account inform.
Dear people, 1) while trying to import our customers data via CSV-file we encountered following error: check attachment We need your help immediately because on monday we wanted to get our employees working with it... please find a sample of our customer data as additional file, do we have to filter our data? We already took out the �,� and � letters and also the �. all that is left of special characters are . and @ which are required for e-mail addresses. Please help us soon Leon
Queue Management
I would like to be able to have queue admins that can run reports only on their queues, add support reps to their queues and more importantly view all requests their support reps. Currently, unless they have Full Admin access they cannot run reports, or view tickets assigned to reps that they manage. One thing I would like to be able to do is see seperate queues and who the requests have been assigned to If I missed something please let me know.
backup / restore via console
Hi, I don't having backup restore via console (command line)? How can do for complete task? []s
Reg - third party tool
Hi, Whether this tool will support application developed with third party tools such as infragistics.
Adding support reps to a new request
Hi, Maybe missing something simple here, but when I try to select "support reps" as the assign to drop down, no reps appear in the box to the right. I have checked that support reps are set up. Any ideas? I am on build 5011, using the trial version
Time Spent report bug
If you run a report on time spent by account (any time frame) and try to page through or change the count per page the next page will be blank. "No records available." Also the export to pdf will be completely blank even if the report is showing that there are records.
Suggestion: Default font
I'm sure I have asked this or suggested this, but I cant find it on the forums :) Can you add the ability to select a default font and size to be used when creating HTML replies and solution articles? Thanks
Fails to start on SuSE Enterprise Server 9
Hi, Ive installed the SupportCenter on my SuSE Enterprise Server 9 system and it installs perfectly fine without any errors but it does not start. If I execute the "startDB.sh" script that seems to work fine with only one warning. I can connect to that running mysql instance by connecting to the socket created in the install path fine and view the databases. As soon as I try to run the "run.sh" script then it says Server is starting.... Free version Then gives an error "Trying to start MySQL failed"
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