Multi-Select Request Field - Can't Search or Filter
Multi-select custom fields don't seem to be available in the advanced search, the custom view builder, or report filters. Is there a setting or anything I need to enable in the system to get these to show up? It seems rather pointless to have a custom
[Free e-book] 5 real-world interconnections that IT teams overlook
As organizations grow, IT teams tend to expand into sub-departments that focus on specific functional areas, such as service desk, network operations, security, and more. With time, these specialized teams often lose sight of how strategies implemented
EOL of support to older Operating Systems
Dear Users, Please upgrade your operating systems to the latest versions to ensure application security and uninterrupted and efficient performance, as newer features get added to the application. Note that over the next 3 months, we will progressively
ManageEngine Supportcenter Plus - version 14.3 - Build - 14303 is available
Dear User(s) Greetings for the day. We released Supportcenter Plus - version 14.3 - Build - 14303 (Hotfix release). Please refer to the Migration path and the read me available to upgrade your SCP instance. Following is the support policy of Supportcenter
ManageEngine Supportcenter Plus - version 14.3 - Build - 14302 is available
Dear User(s) Greetings for the day. We released Supportcenter Plus - version 14.3 - Build - 14302 (Hotfix release). Please refer to the Migration path and the read me available to upgrade your SCP instance. Following is the support policy of Supportcenter
Where did the auto assign (Round Robin) feature go in Ver. 14?
We recently upgraded from Ver 11 to Ver 14.2 and had been using the round robin auto assignment feature but it is no longer available. We are on a Professional level license. Is this another feature that Manage Engine has moved to the more expensive Enterprise
Query to get User List with email and portals associated info.
Version : 11027 DB : PGSQL / MSSQL OUTPUT : SELECT aaauser.FIRST_NAME AS "First Name", AaaContactInfo.EMAILID AS "Email", hd.displayname FROM PortalUsers ptu LEFT JOIN SDUser sduser ON ptu.USERID=sduser.USERID LEFT JOIN AaaUser aaauser ON sduser.USERID=aaauser.USER_ID
Critical Email Security Flaw
I've tried reporting this as an issue a few times now but I have been unable to report this in its own thread. Hopefully this works and other customers are able to see it instead of it being buried in another thread. There is a critical bug in v11 and
ManageEngine Supportcenter Plus - version 14.3 is available
Dear User(s) Greetings for the day. We released Supportcenter Plus - version 14.3 - Build - 14300. A couple of enhancements available along with this release are as follows : Enhancements in Solution Module Reference Entity Support in Custom Module Additional
Query to get account based request status COUNT
Version : 11027 DB : PGSQL OUTPUT : Select ad.org_name "Account", Count(wo.workorderid) "Total", count(case when std.statusname='open' THEN 1 ELSE NULL END) "open status Requests", count(case when std.statusname='In Progress' THEN 1 ELSE NULL END) "In
Query to get Request Apporval details
Version : 14001 DB : MSSQL / PGSQL OUTPUT : SELECT wo.WORKORDERID AS "Request ID", wo.title AS "Subject", wo.REQUESTERID AS "Requester ID", LONGTODATE(wo.CREATEDTIME) AS "Requested Date", LONGTODATE(apdet.sent_time) AS "Action Performed Date", au.FIRST_NAME
Query to get average time spent on tickets on yearly bases.
Version : 8121 DB : PGSQL OUTPUT : SELECT extract( year from to_timestamp(wo.createdtime/1000)::TIMESTAMP) "Year", TO_CHAR(((sum(rc.mm2completerequest))/count(wo.workorderid)/1000 || ' second')::interval, 'HH24:MI:SS') "Average time spent on ticket" FROM
Query to get Technician action in all the tickets
Version : 11027 DB : PGSQL OUTPUT : select au.first_name AS "Support Rep", woh.workorderid AS "Request ID", LONGTODATE(woh.operationtime) AS "Date / Time", woh.operation AS "Action", wohd.columnname ||': Changed From :'||wohd.prev_value || ':Changed To
Query to get Contract which is not had request raised from past three months and support plan remaining allowance for incident based plan
Version : 11027 DB : PGSQL OUTPUT: SELECT ad.ORG_NAME AS "Account", max(wo.workorderid) AS "Request ID", longtodate(max(wo.createdtime)) AS "Request Created Time", comp.COMPONENTNAME AS "Product", ac.CONTRACTNAME AS "Contract Name", ac.ISACTIVECONTRACT
Query to get Incident Based Contract info
Version : 11026 DB : MSSQL OUTPUT : SELECT ac.CONTRACTNAME AS "Contract Name", ad.ORG_NAME AS "Account", accmgr_user.FIRST_NAME "Account Manager", sp.serviceplanname as "Support Plan name", ac.contractno as "Contract Number", CASE WHEN ac.isactivecontract
ManageEngine Supportcenter Plus - version 14.2 is available !!
Dear Users, Greetings for the day. We are thrilled to inform you about the release of version 14.2 (Build 14200) of ManageEngine Supportcenter Plus (SCP), which is now available. Several enhancements are now available with this release, including: Custom
[Analytics Plus webinar] How analytics-driven IT service management improves employee productivity
Hello folks, We're back with an insightful new webinar on how analytics-driven IT service management can improve employee productivity . Date and time: April 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? When faced with a plethora of
Query to get Weekly count of request based on status
Version : 11027 DB : PGSQL OUTPUT : Select case when extract(dow from to_timestamp(wo.createdtime/1000)::TIMESTAMP) = '1' then 'Monday' when extract(dow from to_timestamp(wo.createdtime/1000)::TIMESTAMP) = '2' then 'Tuesday' when extract(dow from to_timestamp(wo.createdtime/1000)::TIMESTAMP)
Query to get Technician List with Role and Group info
Version : 11027 DB : PGSQL OUTPUT: Select au.FIRST_NAME "Employee Name" , SDUSER.employeeid "Employee ID", SDUSER.Userid "User ID", SDUSER.jobtitle "Job Title", ar.NAME "Role", al.name "Login Name", qdef.queuename "Associate Group", SDUSER.STATUS "Status(Active/Inactive)"
Convert existing support reps to use Active Directory auth (v14)
We are using SCP v14, and I would like to convert my existing support reps to use AD authentication (and only my support reports, not my contacts), without losing any of the existing tickets / history associated with them. And I'm not interested in scheduled
SCP v14 Teams integration documentation?
Where is the documentation with the necessary steps to complete in AzureAD for Microsoft Teams integration with SupportCenter Plus v14?
Query to get Locked Login / user list
Version : 11026 DB : PGSQL / MSSQL OUTPUT : SELECT AaaUser.first_name AS "FIRST_NAME", AaaUser.last_name AS "Last name", LockedAccountDetails.LOCK_ID, longtodate(AaaAccBadLoginStatus.UPDATEDTIME) As "Lock Date", AaaLogin.NAME, sduser.EMPLOYEEID, sduser.STATUS,
Query to get Monthly data of request and sla breach count based on additional fields
Version : 11027 DB: Postgres OUTPUT: SELECT wof.UDF_CHAR2 AS "Issue Type", EXTRACT(YEAR FROM (to_timestamp(wo.createdtime/1000)::TIMESTAMP)):: int "Year", Count(CASE WHEN EXTRACT(MONTH FROM (to_timestamp(wo.createdtime/1000)::TIMESTAMP))=1 THEN 1 ELSE
Query to get Assigned Tech and Escaleted Technician info with requester contact number.
Version : 11026 DB : MSSQL OUTPUT: SELECT wo.TITLE AS "Subject", wo.WORKORDERID AS "Request ID", AaaContactInfo.LANDLINE "Customer Phone", AaaContactInfo.MOBILE "Customer Mobile", prev.first_name AS "Assigend by", longtodate(wos.ASSIGNEDTIME) AS "Assigned
Introducing SupportCenter Plus version 14—Zoho's AI Zia, Resource Management, Teams integration, and more
Hello there, We at ManageEngine know the importance of high-quality customer service, so we worked relentlessly to enhance SupportCenter Plus in order to make it the best platform for your customer support desk. As a result, we are excited to present
ManageEngine Supportcenter Plus version 14 - Build - 14001 Released
Dear Users, Greetings for the day. We released ManageEngine SupportCenter Plus version 14.0 - Build - 14001. Please refer to the Migration path and the read me available to upgrade your SCP instance. Following is the support policy of Supportcenter Plus
ManageEngine Supportcenter Plus - version 14.0 is available !!
Dear Users, Greetings for the day. I am excited to announce the availability of ManageEngine Supportcenter Plus (SCP) version 14.0 (Build 14000). ManageEngine Supportcenter Plus is getting enhanced API based UI , automations and 200+ enhancements along
Query to get Request details with product/last escalated tech /time spent Information
Version : 11027 DB : Postgres OUTPUT: SELECT wo.WORKORDERID AS "Request ID", longtodate(wo.createdtime) as "Created Time", aau.FIRST_NAME AS "Requester", AaaContactInfo.EMAILID AS "Requester Email", comp.COMPONENTNAME AS "Product", std.STATUSNAME AS "Request
Reply button missing in client portal
Hi, We are experiencing a problem with client portal. When a client creates a request by sending in a email and then logs in to the client portal and opens the newly created request he/she has the option to reply on the original request. But when a client creates a request by filling in a form in the client portal, and opens the newly created request he/she does not have the option to reply. (They still have the option to add notes) Im wondering if this is a feature or a bug ;) Regards, Arjen
Query to get Technician Login and Logged in from information.
Version : 11027 DB : Postgres OUTPUT: Select au.FIRST_NAME "Technicianname" , al.name "Login Name", aci.emailid "EmailID", SDUSER.STATUS "Status(Active/Inactive)", longtodate(AaaAccSession.OPENTIME) "Logged In Date/Time", AaaAccSession.user_host_name
Query to get Techinican Avegare response time
Version : 11026 DB : MSSQL OUTPUT : SELECT aau.first_name "Technician", CAST(((avg(wo.respondedtime-wo.createdtime)/1000)/(3600*24)) AS VARCHAR(10))+'days '+CAST(((avg(wo.respondedtime-wo.createdtime)/1000)/3600)%24 AS VARCHAR(10))+'hours '+CAST(((avg(wo.respondedtime-wo.createdtime)/1000)/60)%60
Query to get SLA and escalation details in Custom View
Version: 11026 DB: PGSQL OUTPUT: select DISTINCT wo.workorderid "REQUEST ID", max(wo.description) "Subject", max(wo.title) "Title", max(sladef.slaname) "SLA", max(case when (slaesc.level='1') THEN (select au.FIRST_NAME "name" from aaauser au LEFT join
Query to get Timespent on Request for particular group
DB: PGSQL Version: 8107 OUTPUT: select wof.UDF_CHAR19 AS "SSTF Number", org.name as "Account" , rc.workorderid as "Request ID", wo.title as "Subject", longtodate(wo.createdtime), qd.queuename AS "Group", std.STATUSNAME AS "Request Status" , TO_CHAR((sum(rc.MM2COMPLETEREQUEST)/1000
Query to get Status change and time spent on each status per request
Build: 8121 Database: MSSQL OUTPUT : select wo.workorderid "id", max(sd.statusname) "status", case when sum(wsi.timespent) = '0' then cast(sum(wsi.timespent) as varchar) else concat(FLOOR(sum(wsi.timespent)/60), ' hours ', sum(wsi.timespent)%60, ' minutes')
Enable copy images on Description field on scheduled requests
Hi, If customer sends an email with images, images keep on ticket, but if I need to create a scheduled requests and I need to copy information on Description field as image, doesn't work. Thanks
Query to get Last Conversation Details of Request
Build: 11020 Database: PostgreSQL Output : SELECT ti.FIRST_NAME AS "Support Rep", wo.WORKORDERID AS "Request ID", longtodate(wo.CREATEDTIME) AS "Created Time", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Contact", pd.PRIORITYNAME AS "Priority", std.STATUSNAME
Query to get Details of Request from Email
Version:11027 DB:PGSQL Output: Select wo.WORKORDERID As "Request ID", ucinfo.EMAILID AS "Email From", wor.recipient_email AS "Email Address", wor.to_cc_bcc AS "To/CC/BCC" from workorder_recipients wor LEFT JOIN Workorder wo on wor.WORKORDERID = wo.workorderid
Query to get Resolved By column For Request.
Version:11027 DB:PGSQL OUTPUT: select wo.WORKORDERID "Request ID", wo.title "Subject", rrs.resolution "Resolution", au.FIRST_NAME "Resolved by" from WorkOrder wo LEFT JOIN RequestResolver rrr ON wo.WORKORDERID=rrr.REQUESTID LEFT JOIN RequestResolution
Upcoming EOL / Behavior changes in Supportcenter Plus 14.0 version
Dear Users Greetings for the day. We are working on the next major version 14.0 with a lot of features. We are bringing more automation , useful features, New API's, behavioral changes along with this release. This thread gives you the consolidated
ManageEngine SupportCenter Plus version 11.0 - Build - 11027 released
Dear User(s) Greetings for the day. We released SupportCenter Plus - 11.0 - Build - 11027. Please refer to the Migration path and the read me available to upgrade your SCP instance. Please do the upgrade only in a test environment first and based on the
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