Open Source Customer Service Request System

Hi Does,
Anybody know of a Open Source Customer Service Request System (AKA Helpdesk) written in Java.
Thanks

No idea but I did get almost 27,000 hits in google with the following search string....
helpdesk java "open source"

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[ANN] XINS 2.1 open source Web Services framework release

XINS 2.1 Web Services Framework has been released.
XINS is an open source Web Services Framework based on simple specifications of the Web Service in XML and
generation of code and documentation from the specification.
The generation includes Client JAR with its Javadoc, Server side template with its Javadoc, documentation in OpenDocument Format,
documentation in HTML including the test forms, WSDL file, unit tests (JUnit) and stubs.
The Web Services accept several protocols including REST, SOAP, XML-RPC, XML, JSON Yahoo! and JSON-RPC.
What's new:
* Start the API with java -jar <api name>.war
* Improved generated specification in OpenDocument Format
* Include/exclude calling convention with ACLs
* New calling convention that maps SOAP request and response as the wsdl2api command mapping.
* Smaller generated build.xml
* Added possibility to include other runtime properties files
* The runtime property location can be a URL
* Swing Graphical User Interface
* New tools: emma, glean, webstart
* New target: javadoc-test-<api name>, javadoc-apis
* Bug fixes and small RFEs
Download XINS 2.1:
Windows installer: http://prdownloads.sf.net/xins/xins-2.1.exe?download
TAR GZ archive: http://prdownloads.sf.net/xins/xins-2.1.tgz?download
Resources:
Web site: http://xins.sourceforge.net/
XINS demos: http://xins.sourceforge.net/demo.html
Documentation: http://xins.sourceforge.net/documentation.html
User guide: http://xins.sourceforge.net/docs/index.html

I recommend you implement your web service with JAX-WS 2.0
Axis (both version) are good but why do you want to use something that is not included in JEE API, when Java provide same thing with better performance.
personally try to prevent non standard technologies despite they can be better than core java implementation sometimes.
I don't know Xfire.
the good:
-JAX-WS performance is better than axis,
- you can create your web service simply with annotation.(this means write class and then make it as a service easily)
- support every kind of service invocation(callback,Asynchronous,...)
- architecture is nice (you can operate on SOAP level)
the Bad:
- It is JEE 5 or JSE 6 dependent.
- there is seriously lack of documentation and examples for it, on java web sites and internet.

SCSM Exchange Connector not recognizing custom Service Request prefix

Hello,
We have an Orchestrator runbook that brings over "Projects" from our Financial system into Service Manager as Service Request. As a way to distinguish these as projects we changed the prefix from the default "SR" to "PT".
In all out testing everything worked fine until we installed the Exchange connector. It won't recognize any Service Request that starts with a different prefix than "SR" (defined in the system settings). Does anyone know of
a way to get the Exchange connector to recognize other prefixes?
Thanks

Hi,
The system uses the only prefix that defined in the settings. There's no way to add support for the second prefix in Microsoft Exchange Connector. But you can create your own custom connector with the required behavior.
Cheers,
Marat
Site: www.scutils.com Twitter:
LinkedIn:
Graveyard:

Customer Service request for all mobile users

To all cellular subscribers, first off, I wish to say I am a proud VZW user. Second, I want to say I am a customer service rep for a competitor carrier. Personally, a few of my coworkers and I believe there really isn't any competition. Thirdly, I want to remind everyone... When you get your bills and you don't understand them, or your service isn't working correctly, try to have your duckies in a row BEFORE you call customer service. We do not work for the company in question, we are a 3rd party outfit that is hired by the big guys (T-Mo, ATT, Sprint, Verizon....) to handle the calls coming in. We are trained, but remember, we are in a call center, some may be overseas, some may be in the US, but our paychecks do not come from the big guys, but our real bosses. Yes, you are customers, just like I am, but before you call us, put yourself in our place. Seriously, if you had to talk to a person over the phone who is yelling and calling you names, would you want to help them?
So, my request to you is follow the Golden Rule: Do unto others as you would have others do unto you. Trust me, staying calm in the face of any hardship will go farther than flying off the handle.

Yes, my coworker's sister works for the same company we work for and she handles VZW calls. Also, just the other day, I helped someone cancel her contract with the competitor's company because she was just hired on as a rep with the same company we work for but in a different state. BTW, that new VZW customer/CSR says that the service for Verizon is WAY BETTER than with her old company

[ANNOUNCE] Ourfaces: Open Source Customer UI Components

Hi,
we have started an open source project with the aim to provide commonly needed customer JSF UI components. The project's name is Ourfaces.
We are not implementing the JSF standard but like to share useful UI components based on the standard under the Sun Public License. Therefore the components can be used freely, can be customized or enhanced by everyone, and improvements should be given back to the community.
Our vision is to have all commonly needed JSF UI components available under open source license - ready to plug them into any JSF supporting tool.
However, we are starting modestly: We enhanced the tree component provided by the reference implementation and set up a project at java.net. We are trying to get the first component running robustly. Next component on the roadmap is a table component.
If you are interested have a look at
ourfaces.dev.java.net
If you think that we are on the right way and you like to bring us a step further towards the vision, please, send me an e-mail.
mailto:[email protected],
Matthias Unverzagt

Hi Matthias,
Let me state upfront that I am running JSF1.0 and have some other apps running fine.
I downloaded the new version. However, it looks a bit odd.
I looked at the table examples.
table/table.jsp is coded to use a tag called "ourfaces:panel_resultset". (Shown below) However this tag is not mentioned in the tld.
Also, the tld for table is very small only two attributes.
I tried to make the other examples work. But the tags are not even balanced. In:
table/example1.jsp
table/example2.jsp
the view tag is not closed properly.
As a result none of the table samples work.
I do see the latest timestamps on the files.
Please let me know if things are not quite ready yet?
Thanks,
Vinay
//================================================
<h:form formName="resultsForm" bundle="demoBundle">
Rendered via Faces components:
<ourfaces:panel_resultset
columnClasses="list-column-center,list-column-left,
list-column-center, list-column-right"
headerClass="list-header"
panelClass="list-background"
rowClasses="list-row-even,list-row-odd"
navFacetOrientation="NORTH"
rowsPerPage="20">
//================================================

"The update has been downloaded but couldn't be opened. (801883f)" Service Request No: 1274733027

My wife and I have identical Lumia 520 phones on Windows 8.1 - out of the blue Cortana installed itself onto her phone - well, she probably installed it without realizing it because I often tell her to say OK to any updates that pop up. We are both at Cyan
and I have 4.8gb of free space on my phone with all my photos and most apps on a 16gb SD card. Now, I have tried repeatedly to download an update and repeatedly is has stopped with the error message above. Tech support said it resolve itself if
I reset the phone and did a restart which I did and it still fails for the same error.
Has anyone encountered this issue and actually solved it yet? I have seen lots of suggestions and no real answers in the general forums. I was even told that the 520 was not able to run Cortana (which I know it does). Would it matter which
provider you are with that would affect this update. My wife is O2 and I am EE
I don't see why I should upgrade my phone when I know I don't need to
If anyone can help I'd really appreciate it.
Thanks
(Earlier Service Request No: 1274733027 )

In the app store, click purchases at the top , and download there.
If it's not visible, click "store" on the top bar and "view my account." You can unhide it there.
If you had a problem downloading, before you do either of the above, you may want to trash the contents of /var/folders/ (found by "go to folder" in finders "go" menu, top bar).

Customer service request

I need to fill out a form sent to me in my email. It won't pull up. It has come up as a blank screen or a black screen that says "couldn't load plug in". I have uninstalled Adobe reader and reinstalled and shut my computer off and on. I have also gone to the help button and clicked on repair installation. Nothing is working. I am getting frustrated with it. And apparently there is no phone number to call and talk to a live person....

There is no free support for Adobe's free products, so you might prefer if we try to help you instead. We are alive you know.
First, save the PDF to your desktop.
Then start Adobe Reader.
Does it start OK?
If so, open the file.
Does it open OK?
If things go wrong, please tell us where, and tell us the error message exactly. Thanks.

How to Create Service request to notify the customer

Hi All,
Could u please tell me the which function module is used for Create Service request to (SAP-CRM) notify the customer

Hi Prajit,
I have an assignment to create customized service request, for submitting user access request by using service desk, this template which i need to create different from the Standered one, which created by SMRQ (i guess).
As far as i know from diff forum, when we submit an request order, internally system create service request for each approved item line.
My requirement to just create below request (template), so user can submit access request by using Solman service desk (service request).
Please help me.

Create Service Request to open for the incident number we pass

I want to call open Service Request form(Form:CSXSRISR) with details of incident number already loaded.
I am trying to pass parameters like request_id, p_incident_id ,... When the form opens it says no such parameter is there. Is there any way to open a create service request form with the service request loaded for the incident number we pass

Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
After your answer, I tried the same procedure with the "Service Ticket" and noticed that the email is correctly displayed as an Interaction Record under the Business Content tab for the Service Ticket: since you confirmed that this should work also for Service Request, I guess there's something wrong in my customizing settings and now I will search for errors.
Thanks for your help.
Best regards,
Laura.

Template to open multiple service requests

I have the following requirement to achieve with service manager...
I wish to open a new Service request or incident from HR for a new starter,
This SR or incident then needs to open templeted sub activites of build machine, assign phone extension, create AD account etc etc
These sub-tasks can then be assigned to other staff and closed off seperately but all link to the master...
How can I achieve this?
***Don't forget to mark helpful or answer***

This is, in fact, the entire purpose of the template, to allow you to create complex work items like Service Requests, with all component activities as they are.
The service request is a linear progression, i.e. only one activity will run at a time, and as soon as it completes, the next activity will start. this behavior is by design. if you have multiple tasks that need to run concurrently, consider using a Parallel
Activity container. the PA container will start, and all activities within the PA container will start, and as soon as all activities inside the PA are completed, then the PA will complete, and the next activity inside the Service Request will start.
Views are not updated unless you click away and back, or manually refresh the view. this might be why you don't see them.

TREX - CRM Service request not showing

Hi everyone,
Per our understanding, TREX is linked with the button "Find related problems" on the 'More' button available on the Header tab.
We are using service request (SRV copied to ZCAS) to create incident. Our purpose is to be able to display the other service request (ZCAS) that would have some similarities (categorization, BP,...).
To do that, we have customized the following transaction in the spro: CRM/Transactions/Setting for Service Request/Define System proposals for related transactions
It is apparently working as, when cliking on the "Find Related Problems", we do have a window appearing with some similar cases.
However, it only shows the Problem (ITPR copied to ZTPR) that have a common categorization but not the other Service request (ZCAS) even if the customizing is the same (see screenshot below) and data are available.
Is that the good understanding of the TREX purpose?
How come the other service request are not shown?
Thank you very much for your help,
Regards,
Anaïs

Hi,
You can configure the system to propose the related transactions based on certain criteria. Configuration is based on the following path:
Customizing for Customer Relationship Management under Transactions Settings for Service Requests Define System Proposals for Related Transactions .
Check your source Transaction (Service Request) and you target transaction (Problem), and flag how would you like to find the related transaction:
By similar:
- category
- Reference Objects
- Organisation Data
-Sold to party
If you also would like to find "Other Service Request", then you customizing should have:
-Source Transaction (Your Service Request),
-Target Transaction (your service Request),
In other words, make a new entry to determine "Other Service Requests" as related transactions, rather than ONLY other Problems as related transactions.
Regards,
Lyda

Extending the class - For extra feilds\properties on service requests

We have extended the class for service request so we can have extra properties for user input on service requests. These extra feilds are now visible via the extensions tab at the top of the service request and also on a new tab next to Histroy.
However each time we open a new service request the default tab it opens onto is this new "Notes" tab and not the "General" tab, causing a lot of fustrations. See below:
Anyone know how to change this default view back to the general tab?

An annoying "feature" of SCSM form customisation is that the last tab changed becomes the default tab shown. Open your custom form MP in the Authoring Tool again and go to the general tab, change the top margin by 1 of the title or something
similar, reseal, import. The general tab will be the default once more.
Rob Ford scsmnz.net
Cireson www.cireson.com
For a free SCSM 2012 Notify Analyst app click
here

Service Request Aging Analysis

Hello All,
I am trying to create a report in Siebel off the canned aging report. It seems to give me the average age in calendar days which is fine, however I need to report on number of business days.
The data I need specifically is:
Service Request's (SR's) Average Age - This is default
Average age of open SR's business days - This is the tough one, I need to have > 5 business days and < 5 Buisness days
Average age if not closed on the first contact - Buisness and Calender days
SR's open greater then 5 days - Buisness and Calender days
If anyone has any advice if this is possible or how to go about having Siebel create the report for me, that would be great.
Thanks in advance
~The Call Guy

Okay, if your report is using the Service Request History subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))+(2-WEEK("Service Request"."Opened Date"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date")))
If your report is using the Service Request subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date and Time" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))+(2-WEEK("Service Request"."Opened Date and Time"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date and Time")))
I have verified that both formulas are error free when used in the correct subject area... the column that you start with does not matter... just be sure to completely blank the existing formula before pasting in this one.
Let me know how it goes.
Mike L

Service Requests-Business days when year changes

Hi All,
I am trying to calculate for how long a SR has been open in business days only.
I have successfully used Mike Lairson's formula for the last 9 months but it seems it cannot cope with year changes. If the begin data is in 2009 and the end date in 2010, the results are not correct anymore.
E.G. For an SR that was opened on 12/30/2009 and closed on 01/05/2010 should return 5 business days but it is actually returning 110.
The syntax that I used so far is:
(CASE
/* Convert Sunday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time") = 1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time") - WEEK("Service Request"."Closed Date and Time")) -
(WEEK("Service Request"."Closed Date and Time") - 2)
/* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time") = 7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time") - WEEK("Service Request"."Closed Date and Time")) -
(WEEK("Service Request"."Closed Date and Time") - 1)
/* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time") -
WEEK("Service Request"."Closed Date and Time")) +
(2 - WEEK("Service Request"."Closed Date and Time")) END)
(CASE
/* Convert Sunday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Opened Date") = 1
THEN (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) -
(WEEK("Service Request"."Opened Date") - 2)
/* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Opened Date") = 7
THEN (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) -
(WEEK("Service Request"."Opened Date") - 1)
/* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date") -
WEEK("Service Request"."Opened Date")) +
(2 - WEEK("Service Request"."Opened Date"))
END)
+
/* Adjust for Year Change */
(365 * (YEAR("Service Request"."Closed Date and Time") -
YEAR("Service Request"."Opened Date")))
Any ideea or hint would be highly appreciated.
Thank you.
Regards,
Dorin
Edited by: user805960 on 06.01.2010 07:07

Hi,
i used this formula to find out the days it calculates between 31/12/2009 and 01/01/2010, the result it gave was 106 days.
So i subtracted 106 from 365 days (365-106=259)in the formula, the formula is now giving the correct values.
I think we have to add the total working days and not the no.of days in a year.
Please can you all reconfirm the results.
Thanks
Neena
Edited by: NNK on Jan 11, 2010 3:16 PM

SCSM - Service Request Area list - modifications not showing for all users

Hi All
As you cant edit the Service Request Area list, i've settled on changing the default display names to better reflect the categories we want for our SR's. The changes i've made are visible in SCSM on my computer (where i made the changes from), however if
i fire up another instance on a different computer - i can only see the defaults. Anyone seen that before? Typically when i make any sort of change to a list item it is visible for all users.
I'm aware that there is a custom MP out there to allow you to have your own SR Area List, however i was not able to get it to work in our environment (link: http://gallery.technet.microsoft.com/Custom-Service-Request-e4d40738/view/Discussions#content)
Any help would be appreciated.
Thanks

Have you made sure that the selected language in both consoles (the one you are editing from and the one you are testing in) are the same?
When editing lists you will only be asked to save changes (be that changing existing values or adding new ones) if they are stored in a sealed MP - which they should be according to best practice.
If you are not asked which MP to save to then you have already "commited yourself" to a specific MP. You could delete this MP (if there is nothing but the list values in it) or delete them one by one using the console. Then when back to square one the console
will once more ask you which MP to save changes to.
http://codebeaver.blogspot.dk/

Open Source Customer Service Request System

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