Default authentication has changed from Local to AD after upgrading to 14.6
The default login authentication (on the login page) has changed from Local Authentication to AD Authentication after upgrading to 14.6 on my installation. I opened a ticket (9448741) on this, but I don't think the support team understands the issue,
Incoming Call Popup
I am testing the CTI integration as it is something I am considering buying, but I have an issue. When a call comes in and you click the 'Log Request' link in the 'Incoming Call' popup it opens up the new request form with the user's information filled out, but it does not set the 'Mode' field to 'Phone Call'; you have to manually switch it. When requests are created through the other methods, email, webform, API, the mode field gets set correctly. I tried removing the field from the template but
Multi-site companies; managing contacts
I am looking at getting a particular structure configured within SCP. Some of our customers have multiple sites which we support and tickets need to be raised against the specific site to which they relate. Is there a way that a contact can raise & view tickets across all their company sites under a single login?
how to send mail from manage engine server by use gmail account ?
how to send mail from manage engine server by use gmail account ?
$SenderName issue
I use this field in the template for when a support rep replies to a customer, and it works fine in the main web application. However, in the mobile web version, and the iPhone app, the $SenderName field populates as 'null' in the email that is sent. This has caused a great deal of confusion for our customers.
notification rules issue
Hi , I am facing an issue in Support Center Plus with the notification rules. I have set the "Alert the following Support Reps by Email when a new request is created" option but when I click on the "Choose" button to select which reps to notify nothing happens. Can you please help with this problem? I am on build 8009. Best regards, Allistair
SupportCenter Plus fail to start
Hi, SupportCenter Plus is not working. I have attached the screenshot ran on cmd . The error as shown on the attachment says "Could not locate C:\ManageEngine\SupportCenter\bin\\run.jar. Please check that you are in the bin directory when running this script. Press any key to continue . . ." We have the DB on sql, Is there anyway we can restore the DB on another machine after installing a fresh copy of supportcenter plus(assuming we have the same xml license). My believe is the java package files
Searches d'ont work
The searches do not work correctly, for example a request with this subject ... "WG: Pick-up-5046-5630-17361088-27112017", if we search by normal or advanced search ... the sequence 5630-17361088, we do not shows results ... I remember that this worked not in an ideal way, but it worked, but lately I can not get it to work ... maybe this facility depends on some parameter ...? is deactivated if there are more than N records? ... you can help me?, we spend a lot of resources in search because it does
"Add Note" doesn't work in Firefox after 8104 hotfix
Using the "Add Note" to a ticket no longer works after applying the hotfix 8104 - using Firefox - will work in Explorer, has worked always previously. When clicking the blue "Add Note" button nothing happens.....
Restaurar copia de seguridad de windows a ubuntu
Buenas noches tengo un problema, intento hacer la restauracion utilizando el comando desde /opt/SupportCenter/ bin/#sh restoreData.sh -c Backup.... pero sale error adjunto imagen de los comandos. Alguna ayuda??
Event link in notification email not working
When sending out notifications for a new event, the event link in the notification email is not working. The link that is sends is http:// where it should be https:// In the admin settings of the application it lists the alias url as https:// Any ideas why the links would not be going out correctly? Thanks.
Edit "Status" from "Request Properties"
If I edit the field Status from the "Request Properties" and i try to save the changes it fails and goes back to the last status. Edit: Im trying to close the request using this method but i can´t update it, when i click on the green tick it goes back to the last status.
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
After the upgrade to version 8.1
After the upgrade to version 8.1, the E-Mail Command Settings function stopped working. When you try to pick up a letter from a mailbox with the specified E-Mail Subject Contains * MAIL_FETCHING is stoppeded. Log Message Error when processing mail Cause Error processing email with subjectOfMail: ## 18404 ## @ c @ and messageid
Attachments within emails - when clicked on - not jumping to attachments
Hi, Since the 8.1 upgrade I've noticed that when you click on an 'Attachments' link within an email in a ticket it no longer jumps down the page to where the actual attachment resides. I've tried in both IE & Firefox - to add, in Firefox if the email content is large (horizontal wise) it doesn't squeeze it within the window instead now you have to use the scroll bar to the side to see the 'Attachment' link - which now doesn't work - appears to work okay in Firefox but not in IE (have to scroll to
The attachments link doesn't scroll to the attachments
Recently (maybe in build 8014, but I'm no entirely sure), the attachments link in a conversation* stopped scrolling to the attachments. When it's clicked, the browser scrolls down, but not to the attachment. You may require a long-ish conversation to see this problem. (* If the original request/request description contains an attachment, the scrolling works). The attachments link is e.g. <a title="Scroll to Attachments" onclick="javascript:$viewWO.go2IDLink('thdAttachments_666063_reply');" class="bluetxt
Upgrade installs successfully but there are a ton of errors
Hi, I upgraded the SCP from version 8.0.0 build number 8002 to build number 8015 and the upgrade process went without errors, the app was started, and the users started using it... But after a while we noticed a lot of failures, namely we couldn’t add new requests, but we could reply to the old ones; couldn’t merge tickets, couldn't assign tickets (most of the time)… After a few e-mails & exchanging logs you suggested that we should arrange a remote session with you, and I proposed a time, but
Time display on tasks
Hello, I have configured Date and Time Format in Preferences as below: However when I create a new task it displays AM/PM format instead of 24h format: Is it possible to adjust this to reflect the configured Time/Date settings from User Preferences?
List view not updating when last reply is deleted
The list view in the Request page isn't updated when the last reply was deleted, I would like it to change to the proper status to reflect the last action in the system. For example: Customer replies to an existing request, this changes the icon in the list view to the red envelope. When for example the last reply from a customer was an empty e-mail and I delete the message, the actual last reply was from a support rep, thus the icon should change to the green envelope, instead it shows the red envelope.
Time Zone issues - Never Ending...
The application is riddled with issues with user time zones and notifications. Here is a prime example. The server hosting the application is in Mountain time I am in Eastern time I have my timezone setting set correctly, all the times in the web application display in Eastern time. I create a task and create a task reminder for 10:00 am I do not receive the reminder email until 12:00 pm: It saved the alert for 10:00 am, but not my 10:00 am, the server's 10:00 am, which is my 12:00 PM. It
FAILURE : Group with same name already exists. Please provide different value for Group Name
I don't know why system alway show that message while i had just updated Group's content. Not long ago, when i created a new SLA with new name but system still notified that "....same name...." and it was not create anything. I think that's a problem. Please help me how resolve that problem!
Unavailability function doesn't notify?
Hello, If I mark that a particular support rep is on vacation from last week until next week, and I put (select) my name in "Notify", I don't get any emails/notifications if his/her request gets replied. Why? I can find those requests using "Unavailable Support Reps Requests" View (that means systems understant that person is "absent"), but doesn't send anything. Evaldas
Can't Run Query Reports
Hi there, I have a report in which I need to run with full descriptions instead of a summary. Doing some google searching I found that I could run a query report to accomplish this. However, when adjusting the report to the query editor, I am receiving an error message. Here is the query I am attempting to run: SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",wo.DESCRIPTION "Description",rrs.RESOLUTION "Resolution",wo.CREATEDTIME "Created Time",wo.COMPLETEDTIME "Completed Time",std.STATUSNAME
Solution Pictures lost since server migration
Hello, The pictures on my solutions aren't appearing. If I right click on one it has the name of the old server referenced. If there a script I can run to change these across the DB please, I suspect if I looked hard enough I would find them in my Requests as well? Cheers Rich
Bugs when saving a report
When you save a report that's previously been saved The folder that the report is saved in is not automatically selected, so you can easily save the report in the wrong folder. The list of folders in the save report dialog is not sorted, so it's hard to find the correct folder. We've got 30+ folders and it's painful. Thanks Chris
Notification when a request is left unpicked
Hello, There's a nice feature in Admin/User Settings/Group, where you can enable to send notification to smb if a request is left unpicked for certain time. However, I think this period of time (in days, hours and minutes) is calculcated "forthright", not regarding working hours/days.. and that annoys, because on Mondays (after non-working weekend) I get lots of letters, but they are not so "urgent".. Can you please fix this? :)
Keyboard shortcuts
Hello, developers, I use a lot and really really like the keyboard shortcuts. But I don't like how "r" (Reply) works, as it replies the first letter, not the latest. Usually you want to reply to the last conversation, not the initial letter.. so this "r" should open Reply for the last letter. Could you fix it? :) P.S. In order not to create additional topic, could you add additional shortcuts? I would be grateful for "Move request" to another Unit (in Request details actions), for "Close" (putting
How "time elapsed" is calculated?
I think SCP calculates "time elapsed" including the time the request was closed (if it was reopened after that): If a request was received on 10AM and closed on 11AM (same day), that is 1 hour of elapsed time. But if contact responds (re-opens the same request) on 4PM (same day) and we close on 5PM (same day), so system shows "Elapsed time" 7 hours (not 2 hours). And that is absolutely wrong. We can't use Elapsed time in our Reporting/measuring of our performance because of this. Do you need a specific
Cannot remove not used Fields - Problem while saving Request Template
Why can't we remove not used (though some years earlier we used it) Request field such as "Product" - system gives "Problem while saving Request Template"?
Delete/hide old and useless Reports
I have some Admin rights (I access Admin Tab), but can't delete Reports, created by other people (and some of them don't work in our company 1+ years, so they can't delete either). "Reports" Tab is becoming crowded/messy... ALSO, it would be very useful to hide default reports, that we don't need.
Status Resolved not sending notification
I have found another issue. When I set the status to resolved SCP does not send a notification anymore. This has only stopt working whren I update to version 7.6. This funtion was working in the pervious version of SCP This is how my setting are now do I need set anything else? Regards, Allistair
Mail Fetching Not Working - Past Two Days
Hi Team, We've had an ongoing issue whereby mail fetching keeps stalling for an unknown reason. I have been in touch with your technical support team, but so far I'm very displeased with their responses. Support Centre is pretty much useless to us at this present time and your tech support team clearly have issues communicating with clients in in a clear and concise manner. I'd like to lodge a complaint with your technical support manager, but I do not know how to lodge said complaint. Can you
Error adding a new support rep
Hi, I'm struggling to add a new support rep. The system shows a message saying the email I'm trying to add already exist, but there is no contact or a support rep using the same email. Could anyone help me please?
Can't change Notification Sender address
When the domain is changed for and the sender details for notifications the system does not update the sending address when an actual request is opened. When the notification e-mail is received it still shows the old domain/email address and sender name, not the newly updated one even though it shows the correct info in the settings page. Strangely though when replying to an assigned request the correct email/domain is used in the sender field, but when replying to a unassigned request it uses the
Request page consumes lots of memory after 1 day
Hi, We have the Request page displayed on a big wall mounted monitor, it reloads the Request list every minute. This system is always on. Each morning when we enter the office the reload of the page is halted, the browser has then consumed over 1 GB of memory and we need to restart the browser. We have tried with Internet Explorer, Firefox and Chrome, all have the same problem. Can this be fixed? Thanks,
Draft responses are saved even when the reply was sent
As the subject says, on several requests where a support rep has already sent a reply the draft response is still there and need to be deleted manually. How come these draft responses are kept? SCP build 8004.
Unable to identify Sub-Category parent
While attempting to create an SLA based against a Sub-category item, it appears to be impossible to tell which is the parent. This is a challenge, as I have identically named sub-categories. I need to configure an SLA against a specific subcategory in a specific category. Any thoughts?
Blank Resolution Time = SLA Overdue?
Morning! We are attempting to address a few SLA issues in our system, and have observed the following problem... Requests w/NO Resolution time appear to be automatically flagged as failing their Resolution SLA. We have configured an SLA in this manner (eg. No Resolution Time) on purpose, as the specific type of work is open-ended / custom work that cannot easily be boxed in for time. Has anyone encountered similar issues?
SupportCentre pages are greatly zoomed in IOS 9, on Ipad
I used to access our SupportCenter application from an ipad and it worked just fine. With IOS 9, the "Login" and "Admin" pages works fine, but other pages appear HUGELY zoomed. I see ONLY the first two tabs, as shown in the image below. I know that SupportCenter has a mobile option (by using the /m option), but I really want to be able to see the "Desktop" version. Appreciate ANY help anyone can provide. LR
Forward function not working
Hello, We have two BU's set up, on one of them the Forward function works as intended. However on the other business unit, when pressing the Forward button it doesn't include the text from the mail I am trying to Forward.
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