Support Ticket System

Is there any source code available for Support Ticketing System ??

dcminter wrote:
Depends what you mean. My guess would be: "I have to do this for a project, but I'm in over my head and I have no idea where to start and the deadline is looming."

Similar Messages

Send data from "create support messages" via Mail to a ticket system

Hello all,
I'd like to make use of the option "create support messages" directly out of the induvidula SAP systems. This would raise highly the Information our supporters recieve.
As far as I understand there must be an initial setup to get the above mentioned functionaly in an individual SAP system.
The problem is that we do not want to use the SAP Service Center. We have a very effectiv Interface to our current ticket system which scans incomming eMails, evaluates, classivies and routes them.
Due to this I like still to use the "create support messages" directly out of the induvidula SAP systems to gather the information BUT then I like to send all as an eMail to our ticket system.
Has anyone done something like this or has an idea how to set this up? I have heard that this is a not too rar setup but until now I couldn't find someone who actually set this up.
Thanks a lot
Michael

Hello Michael,
I found your forum entry and I would like to ask if you have solved this problem? I would also like to implement a third party ticked system with menu - create support message.
Do you have any information or documentation how to do this?
Thanks and kind regards,
Leo

Double-charged, 3 support tickets in and still trying to get refund, please help!

Could someone point me towards an Adobe support manager/supervisor with an email address? I believe the support chat employees may be causing more issues than resolution in my case.
My issue: On 12/26/12, attempting to reactivate an existing subscription, I was double-charged and ended up with two active subscriptions (the re-activated one and a new one). I have spent the last 3 weeks attempting to get this corrected to one active subscription and the second charge refunded, and it appears that on 1/03/12 I received an email saying that I was being refunded, but a couple weeks later I still see no funds in my bank account.
What should I do? I feel like I'm on this wild and crazy goose chase to get my $80.46 back. Every time I open a support ticket (I'm on my third one right now) I end up calmed by statements of 'I truly understand your problem' and then no follow up or resolution, the support technicians don't seem to comprehend me, leaving me very confused and frustrated, it's a mess!
The last person (a couple hours ago) said he couldn't help me and that he would escalate the issue - At this point, would I be best off to ask my bank if they can cancel one of the two charges? I'm digging around for a support email, in an attempt to circumvent the live chat technicians and get to someone who will understand me, but I can't find any way to get support from Adobe outside of that horrible live chat system.
I just sent the following complaint through the BBB:
When I re-activated my Creative Cloud subscription on 12/26 I ended up with two charges on my credit card and two active subscriptions. I needed 1 active Creative Cloud subscription, but ended up with 2. Since then, I have opened 3 support tickets to fix this, and the whole ordeal has turned into a nightmare.
- The first ticket was opened the very next morning explaining the problem and requesting the the duplicate charge to be cancelled.
- The second ticket was opened another day later to ask when the refund would come through and to let them know I was concerned that my account showed both subscriptions still active. I was shocked when the agent said that there was no refund pending, and that I had to specifically state to her that 'I would like a refund' in order to receive one. Even after this, I don't believe she ever put in a refund request because that ticket auto-closed itself and I STILL had two active subscriptions showing in my account.
- The third support ticket was opened today, 3 weeks later. This time the support employee said he cannot help, seemed very confused, said the product had been returned, that a refund CANNOT be issued, and that he would have to escalate the issue. The first and third people I talked to did not seem to comprehend me very well, and I almost wonder if the first or second person made a mistake somewhere that lead to all of this confusion.
I am frustrated, don't know what to do, and have ended up paying for two subscriptions this month, one of which was not used, intended, or needed. I received an email on the third saying that funds had been released, and that it may take 5 days to receive them, but I never received any funds back in my account. The support employees I talk to barely seem to comprehend me and don't have any follow through. I don't know where to go from here. I would like to walk away with one active subscription and one refund for the second one that I was mistakenly charged for, promptly cancelled, and never received a refund for.
I'm not certain why this has become such a complicated matter. Please, help! There is currently one open support ticket regarding this case, but I am sending this email (also sending to the BBB) because I do not feel that support employee understood my issue or what I'm going through.
Thank you,
Order History: [removed, shows home address] - shows 2 subscriptions for the Creative Cloud ordered on 12/26. This was supposed to be 1 subscription re-activated. I ended up with the existing subscription re-activated and a NEW subscription activated.
Bank Statement: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DZ1JZbFltQ01pVDQ/view - shows TWO charges on 12/26 instead of one.
First Contact Transcript: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DdnRic2VTWkZBdG8/view - Explaining the issue and asking for a resolution.
Second Contact Transcript: (not saved)
Third Contact Transcript: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DRHY1c1pIemM3azg/view - Support employee saying I cannot receive a refund, and that he has to escalate the issue.
Email stating a refund has occured: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DdmNybjlHQ2pwM00/view - I found this today, but in reviewing my bank statement no funds were ever credited back to the account for RMA:0065706197.

Hi Artinreality,
Someone will be contacting you shortly to help get things sorted out.
-Dave

SolMan ticketing system

Hi,
i had config solman as ticketing system....
i can create support message through help menu but only in solman......
not in other system those are in landscape.......it is saying "Customizing for feedback functionality missing"
it is showing ..... one more thing if i create support message then how can i see.....
With the feedback function, users can enter a feedback message directly from the SAP system (with system menu Help -> Feedback or by double-clicking on the SAP logo) and send it to the relevant support unit. The support unit can be a customer support unit or one at SAP.
You have to make the necessary settings in the system.
please correct me....

Dear anu/urbanj,
i follow the same sapnote as you pepole suggested and now i am able to create support message ...
as what i did
i call t- code DNo_NOTIF
and select groups
then select Groups without text SLF1 and choose group ---> insert and give the value as per Solman
but SolMan having three elements
Group
Element    Elem. Text                                                    From No.               To No.                     NR Status Ext.
Basic Notification
                                                                                9999000000                9999999999                   9999000000
SLF1
Basic Notification
                                                                                1                                      999999                        X
ABSC
TASK
ABA Message SLF1
                                                                                8000000000           8999999999           8000000000
while at my ECC devlopment
ABA Message SLF1 is not showing that why i assigned only above one
Group
Element    Elem. Text                                                                     From No.               To No.            NR Status Ext.
SAP Support Message
                                                                                9999000000           9999999999           9999000009
SLF1
SAP Support Message
                                                                                1               999999
ABSC
TASK
then according to sap note 498984 i delete or change the status profile in customizing:
t-code DNO_CUST01
then select entery SLF1
then Details
then delete the entery in "STATUS PROFILE field   and then save
now problem is that when i created message through ECC devlopment server that it is giving me message no 009999000000
and when i am checking through SolMan <MSM> then through CRMD_ORDER it is asking Business transaction Number and i am giving the number 9999000000 then it is saying that
Transaction with the transaction number
'9999000000' is not available or archived
Transaction with the transaction number '9999000000' is not available or archived
Message no. CRM_ORDERADM_H012
tell me what should i do to check it out
please help
Edited by: dik on Jul 13, 2009 1:45 PM

Support Ticket emails

Hi,
Our customer wants to use the Support ticket functionality to provide the basis of a contact us user form.
They want a copy of the email to go to a central email address a copy email to go to a specified email address dependant upon user selection.
a) I cannot find test emails generated when using this functionality in the Inetpub\mailroot\pickup directory - I'd have thought I'd see them generated there. I have a default website set in the config>messaging section, have stopped the local SMTP server and stopped and started the messaging service but can see no emails - any ideas why?
b) to acheive what is required I'd have thought I could edit the relevant email template to add the central email address as a BCC recipient and create Support Queues for each of the specific email addresses for the user dropdown selection - does this seem feasible?
Since a) stops me seeing the emails generated I cannot test this yet
Geoff

1) I don't have a value for local pickup directory and smtp server on the config settings - messaging page
2) I'm not sending to the outside world only trying to generate the mails locally
3) Again check the current.log file in program files\...\Installer\Logs to see if there is any information
I am getting some errors saying for Message type "I" and "E"
the process cannot access the file 'c:\progam files\..... current.log' because it is being used by another process
4) Check the system event logs for any service related errors, sometimes the service cannot open the web tools db
I am getting several Thread was being aborted errors ( I think one for each of the above errors)

Support Tickets

Hi Experts,
Could you please let me know what are the typical Support Tickets and its solutions probably faced in a project.
Points will be awarded.
Krishna

Krishna,
Normally the production support activities include
1.Scheduling
2.R/3 Job Monitoring
3.B/W Job Monitoring
4.Taking corrective action for failed data loads.
5.Working on some tickets with small changes in reports or in AWB objects.
6 Data Loading - could be using process chains or manual loads.
7. Resolving urgent user issues - helpline activities
8. Modifying BW reports as per the need of the user.
9. Creating aggregates in Prod system
10. Regression testing when version/patch upgrade is done.
11. Creating adhoc hierarchies.
12. Any plans for upgrade?
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/library/uuid/d0c8e590-0201-0010-d281-a54336883a5e
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/com.sap.km.cm.docs/documents/a1-8-4/effective%20sap%20bw%20system%20management.pdf
Hope it helps you...
Assign Points if it helps...
Regards,
Gattu

Tried to do warranty said there was an error tried to do a support ticket got an error.

Can I just not have the worst possible experiance doing a simple arranty echange. That would be great. The support ticket error is: An error was encountered during knowledge base search. What the **bleep**, I am trying to add a ticket and coule care less about some knowledge base **bleep**. The warranty said the warrant y was not good because it's oem. It's not I bought it from newegg with a 4 year warrantly less than two years ago.

Thanks for the call. I replied to your email with the image and it said I have a poor MTA and bounced it. Why would you use such a unreliable spam filter? Everyone knows MTA is BS. I send hundreds of emails and get them all day everyday and have never sent spam. Reverse dns and proper records are set! There is no reason for a poor anything, my email is clean as a whistle. So much trouble just send back a drive that died the first day I tried to use it. Please hire a better customer service manager so people can get decent help when your products fail. Fix your support desk to work, get rid of MTA filters on your email, it's not 1999. And let people do a warranty in your system without jumping through 500 hoops. Right now your support and customer service is horrible. I also have no way to contact you now other than posting on this forum. Awesome!

Helpdesk ticket system for use with SBO

Hello Experts,
I am searching for a helpdesk - message or ticket system for or own use, to improve our customer support.
At this moment we simply use the email (pop inbox) and the SBO service module, but we want a more sophisticated solution.
I would Like:
Automatic reply and a tracking system for ourselve and our customers to follow the processes of a message.
Connection with our a AR invoicing system.
What systems can you experts advise me for further investigation?
Kind regards
Henk Tjassing

Project Management for Business One, developed by Maringo, is an Add-on that you can use.
Kind regards
Carin

Block mailer-daemon from ticket system

it is possible to block an address from the ticket system (example: [email protected])
sometime users CC an incorrect email address and when replys happen we get the Mailer-daemon errors in the ticktes. can this be blocked?
spiceworks version: Version 7.4.00059
This topic first appeared in the Spiceworks Community

If you don't have it set, it takes the default setting which is fine. That said, you use virtual domains which are unaffected by this parameter. If you want to properly reject mail to unknown users, you will need to switch to postfix style virtual domains instead of Apple style virtual domains.
Users in your Open Directory database will work with Postfix. If you want to mail enable LDAP users in a different LDAP database, you will need to recompile Postfix to include LDAP support.

Need a trouble ticket system written in CF

I have a restaurant client who has outsourced portions of
their online ordering system (takeout and delivery) to three
different companies. First, there is the ColdFusion application
development, testing, deployment and maintenance provided by me. A
second company supports the http network, where each of the 5
restaurants have Web servers, allowing food ordered online to be
sent from the Web site to the correct restaurant. Third, there is
the company that provides the point-of-sale system, which accepts
the online orders off the Web, as well as orders from POS terminals
in the restaurant, and prints tickets for the kitchen, cashier and
a customer receipt.
We need a trouble ticket system that allows anyone to open a
trouble ticket, make assignments to individuals, automatically
e-mail interested parties, update ticket status and close tickets.
This must be simple enough for the customer to use, should be
written in CF and use MS Access as the database backend.
A lot of Googling has produced a lot of applications, but
none written in CF.
Any thoughts?

see if this will work for you:
http://www.coldfusionjedi.com/index.cfm/Lighthouse-Pro-CF-Bugtracker
Tim Carley
www.recfusion.com
[email protected]

How to Get Missing Dates for Each Support Ticket In My Query?

Hello -
I'm really baffled as to how to get missing dates for each support ticket in my query. I did a search for this and found several CTE's however they only provide ways to find missing dates in a date table rather than missing dates for another column
in a table. Let me explain a bit further here -
I have a query which has a list of support tickets for the month of January. Each support ticket is supposed to be updated daily by a support rep, however that isn't happening so the business wants to know for each ticket which dates have NOT been
updated. So, for example, I might have support ticket 44BS which was updated on 2014-01-01, 2014-01-05, 2014-01-07. Each time the ticket is updated a new row is inserted into the table. I need a query which will return the missing dates per
each support ticket.
I should also add that I DO NOT have any sort of admin nor write permissions to the database...none at all. My team has tried and they won't give 'em. So proposing a function or storable solution will not work. I'm stuck with doing everything
in a query.
I'll try and provide some sample data as an example -
CREATE TABLE #Tickets
TicketNo VARCHAR(4)
,DateUpdated DATE
INSERT INTO #Tickets VALUES ('44BS', '2014-01-01')
INSERT INTO #Tickets VALUES ('44BS', '2014-01-05')
INSERT INTO #Tickets VALUES ('44BS', '2014-01-07')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-03')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-09')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-11')
So for ticket 44BS, I need to return the missing dates between January 1st and January 5th, again between January 5th and January 7th. A set-based solution would be best.
I'm sure this is easier than i'm making it. However, after playing around for a couple of hours my head hurts and I need sleep. If anyone can help, you'd be a job-saver :)
Thanks!!

CREATE TABLE #Tickets (
TicketNo VARCHAR(4)
,DateUpdated DATETIME
GO
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-01'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-05'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-07'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-03'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-09'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-11'
GO
GO
SELECT *
FROM #Tickets
GO
GO
CREATE TABLE #tempDist (
NRow INT
,TicketNo VARCHAR(4)
,MinDate DATETIME
,MaxDate DATETIME
GO
CREATE TABLE #tempUnUserdDate (
TicketNo VARCHAR(4)
,MissDate DATETIME
GO
INSERT INTO #tempDist
SELECT Row_Number() OVER (
ORDER BY TicketNo
) AS NROw
,TicketNo
,Min(DateUpdated) AS MinDate
,MAx(DateUpdated) AS MaxDate
FROM #Tickets
GROUP BY TicketNo
SELECT *
FROM #tempDist
GO
-- Get the number of rows in the looping table
DECLARE @RowCount INT
SET @RowCount = (
SELECT COUNT(TicketNo)
FROM #tempDist
-- Declare an iterator
DECLARE @I INT
-- Initialize the iterator
SET @I = 1
-- Loop through the rows of a table @myTable
WHILE (@I <= @RowCount)
BEGIN
-- Declare variables to hold the data which we get after looping each record
DECLARE @MyDate DATETIME
DECLARE @TicketNo VARCHAR(50)
,@MinDate DATETIME
,@MaxDate DATETIME
-- Get the data from table and set to variables
SELECT @TicketNo = TicketNo
,@MinDate = MinDate
,@MaxDate = MaxDate
FROM #tempDist
WHERE NRow = @I
SET @MyDate = @MinDate
WHILE @MaxDate > @MyDate
BEGIN
IF NOT EXISTS (
SELECT *
FROM #Tickets
WHERE TicketNo = @TicketNo
AND DateUpdated = @MyDate
BEGIN
INSERT INTO #tempUnUserdDate
VALUES (
@TicketNo
,@MyDate
END
SET @MyDate = dateadd(d, 1, @MyDate)
END
SET @I = @I + 1
END
GO
SELECT *
FROM #tempUnUserdDate
GO
GO
DROP TABLE #tickets
GO
DROP TABLE #tempDist
GO
DROP TABLE #tempUnUserdDate
Thanks,
Shridhar J Joshi
<If the post was helpful mark as 'Helpful' and if the post answered your query, mark as 'Answered'>

Error 513, no message was created in support desk system BCOS005

Hi All,
After completing the ITSM config on Solution Manager 7.1, I am stuck with the following error when creating message from any of the satellite system, or from SM itself.
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Error logs from SLG1:
"No message created from SAP message 00xxxxxx 000xxxxx 2013 due to missing IBase"
Transaction: SOLMAN_INCIDENT_UPD
Program:AI_CRM_IM_UPDATE_FROM_SAP
I have already checked various threads and suggested notes including 1522809 / 1741109, but unable to fix the issue.
RFC's between both the systems are working fine. The entry for BCOS_CUST on SM is maintained as
OSS_MSG W NONE CUST 6.2 1.0
The number range for SLF1 is maintained as 01 in TCode DNO_CUST01
I suspect this to be related to IBASE or Number range, but seem to have the correct values maintained as mentioned in above notes. Would appreciate your valuable inputs on this.
Thanks,
Varun

Hi Vivek,
Tried updating the parameter, but no luck
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Should be something to do with BCOS, can't figure out though.
Any further thoughts?
Regards,
Varun

Error 513, no message was created in Support Desk System

After implementing QAS in sp's 15, when the user wants to create a message from QAS solution manager, get the following error "Because of error 513, no message was created in Support Desk System"
has been revised rfc connections and have no problem because when the user is done with NetWeaver - works perfect basis.
Nor is it because of permissions users have the same roles that were assigned in the other systems DEV and PRD, and when they have no problems sending messages.
I have reviewed the table BCOS_CUST "and is fine. As in other systems.
I am grateful if someone can help me.
Regards

Dear Leonor,
This forum is related to Public Sector Funds Management (budget) issues.
I believe the best for you is to open this thread in the Basis forum. There you will find the experts to help you.
Best Regards,
Vanessa.

Creating support ticket from help

Dear friends,
When i create a support desk ticket from the help menu in any of the satellite sytems ,the sytem calls the standard transaction type SLFN , i have created my own transaction type which is a copy of the standard SLFN ,how do i create support ticket from help menu which calls my transaction type.
thanks
Harsha

Dear Fr,
Enter tcode dno_cust04 choose process type and double click it
Enter in the field value the ur ztransaction type.
Now whn you post ur ticket it wil take this transaction type for CRM Message which is ur z...
Remember every time you create a message both SLF1 basis message and CRM message is created and you can check it via document flow button ...in crmd_order tcode.
Please assign pts.
Edited by: Prakhar Saxena on Nov 18, 2008 2:34 PM

HP LaserJet 4250tn Printer Email Support ticket 7464810

Dear Sirs,
We have a support ticket no 7464810. Printer is getting BAD LOCID -4485 error on the control display.
We have carried out all the task that you have listed in your email. There is success. The error is resisting. After each new restart of the printer. the BAD LOCID -4485 error is shown on the display and if the printer was not used during the night the next morning the date from yesterday is shown. This means that the printer does not count the time passed.
Do we have to contact a hardware repair store. Who do we have to contact for a repair? Are there more things to do before contacting as hardware repair store?
Thank you in advance for your support.
Best regards,
Rolf K.

This is a user to user support forum, not a direct link to HP support. Check the email you received for the proper place to respond for further information.
Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button ------------V
If my answer was helpful please click the "Thumbs Up" to say "Thank You"--V

Support Ticket System

Similar Messages

Maybe you are looking for