SMS notifications
Как настроить СМС уведомления клиентам при заведении заявки, уведомление по шаблону, уведомление после закрытия заявки? Работает только для отправки смс уведомления специалистам службы поддержки How to set up SMS notifications to customers when placing an order, notification on a template, notification after the closing of the application? Works only for sending SMS notifications to support specialists
Apache Struts Vulnerability
Hello folks, Can the SupportCenter Plus team validate that SCP is or isn't vulnerable to the Apache Struts vulnerability that is in the wild right now? Would the same be true of other ManageEngine products? Thanks! ./Jay
Notification of the closing of the application
Уведомление о закрытии заявки Подскажите как можно настроить условия закрытия заявки. Например инженер не может закрыть заявку пока не укажет стоимость ее решения, при этом когда заводилась эта заявка стоимость не нужно указывать. Т.е. инженер решил заявку, и чтобы не забыть указать стоимость, он не сможет закрыть ее пока не заполнит соответствующее поле! Спасибо! Tell me how you can set the conditions for closing the application. For example, an engineer can not close an application until he indicates
Include Notes in Reports
Is there a way for me to include request notes in my custom reports? My technicians frequently use request notes as a way to communicate the reason for a request status. For example, when a request is on hold, the technician adds a note indicating why the request is on hold. I run a daily report for "on-hold" requests, so it would be very valuable for me to see the notes on a request as part of this report to determine why the request is on hold. Thanks, Aaron
assign Tasks to Request Template
Does SupportCenter support an inherited task option for request templates? On Servicedesk Plus, there is an option after creating an Incident Template to add tasks. In the latter example, our IT department uses this feature as a checklist for several repetitive templates.
Auto-generated sequential value upon field activation
I am looking to generate a seuqential value in a request when a particular field is set, so in the attached image when the RMA Required is set to yes the RMA Number field is populated with the next incremental number in sequence (i.e. the last RMA number generated was 99, I would expect the field to be populated with 100). Is there anyway to achieve this in SCP, or can I use API to connect to the database and execute an SQL script to generate the value and then use JavaScript to then set the field
Dashboards
Hi On the dashboards in support centre plus how do I get one that shows all requests logged by support rep. The Requests by Support Rep widget appears to be only showing pending. I need something that shows me how many have been logged per rep regardless of whether they are open, closed or pending etc. Thanks Jackie
Please tell me the contact password policy.
Hi, When creating a contact in Support Center Plus, what is the policy for password setting? Best Regards,
Product = Support Center Plus Category = REST-API Itegration Item = updateRequest Operation
Hello, I have integrated updateRequest REST API operation and works fine until I want to clear (delete content) a field that I have defined in a template (this field, is our own extension of the request). The url for the request is http://rsesdplabo:8080/api/xml/updateRequest ... rsesdplabo=Our Server name ... it doesn't matter In the BODY of the POST message I am writing this content: OurFieldName=+&apikey=D4.....68&id=55 apikey = as usual id = Request Id OurFieldName .. is our own field defined
I am looking for a Project Plan to implement ME
Is there a template for a project plan to implement ME? Ramon
Change of 'Resolution Details' within 'Request Template', from hidden to shown
Hi, I'm wondering whether it is possible to make the 'Resolution Details' located within the 'Request Template' from its normal default non-dropped down box (hidden) to a dropped down box (as below) example. This is purely to save time when having to complete/close out a ticket when the user has to write something in the box, just another click that could be avoided if possible. I've dropped it down, as above, in the Request Template and saved, but when I go back into it the dialogue box is again
Cisco Call Manager integrate with SupportCenter Plus
Hi Can Cisco Call Manager Express CCME ver8.0 work with Support Center Plus CTI? thanks tom
In-line images explanation
Hi We have a situation where we receive emails from customers with imaged imbedded into the body of the mail. SCP places these in the inlineimages folder. If I forward this request to my email address and open this in Outlook the image is visible and also an attachment. If I forward this to Salesforce the image is not displayed and no attachment is received. The Salesforce developers are asking if SCP can be changed in any way to sent the image in such a way for them to display it? Regards Graeme
Promised to Share the presentation but not yet received
Hi , why do the presenter doesn't share his presentation with all the attenders, on 15th Feb 2017, Mr.Karthik conducted seminar on same topic, when we ask him to share his presentation he said by next day it will be emailed to all but its one week now we did not receive the presentation yet, if we get the presentation we can explain to our management to buy the product in better way. but Manage Engine employees takes the customer for granted.
Integration Email command settings - turn off notification
Hi We have integration with another system via email commands. As we receive hundreds of emails a day from this system, is it possible to disable the dynamic notification for this particular event? I have seen that we can globally turn this off but this will impact the Support Reps as they won't be informed of a customer reply or when requests are assigned to them. Regards Graeme
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
D'ont Start a new installation of SCP
Today, i installed a SCP for try it... After the installation, when start the web client, d'ont appears the main page... Here you are the serverout0.txt Bets Regards/mb
Is there a way to programatically detect if the mail fetch has stopped
I have been burned enough times, that I would like to monitor when the mail fech stops within service center. Is there any way that I can setup an alarm, or a key to watch when this happens. Thanks, John Robles
Changes to the Requests Grid - Why?
I just updated our version of the application to 8014 and I am shocked at a few changes that were made to the requests grid. I was a few versions behind, so maybe these changes didn't happen with the latest update, but why were these changes made? 1. The go to request by ID was removed: Why was this removed? This was a very useful feature when looking up a ticket, especially when a user calls up on the phone referencing a specific ticket number. We could easily pop the ticket number in
How to retrieve Support Rep Information
Hi, I have list of RequestID's and I would like to get Support Rep information related to those RequestID's. I am unable to run a report for multiple RequestID's. Please help Thank you Kumaraswamy
There are no options for subcategories when adding a new request.
Hello, I am currently evaluating version upgrade from version 7.7 to 7.9 in SupportCenter Plus. So I did the following actions. Use Microsoft Edge or Internet Explorer 11 as a browser. Create a new request. Select a category. Try to select a subcategory. Make sure the subcategory does come out of the list. By the way, if you use Google Chrome or Fire Fox as a browser, you can see that a list of subcategories is displayed. Could you show me the cause and solution of this event? Best Regards,
submit for aproval on form submit when a specific field is set
Hi, I want to ask automatic for approval when a specific field is contaning a standard text. I want to do this on the form submit rule by creating a script. How to do this? Is there also a list of available command? Regards, J.R.
SupportCenter Service
Good Day, Does anyone else have issues with ME becoming unresponsive? We have 2 servers that users are not able to assign requests, pickup requests, or change BU's. You can browse through the tabs like home, requests, and contacts. The service shows that it is in a started state but if you bounce the service it will resolve the issue. Any input would be greatly appreciated. Thanks, Shane
Time Spent reports
Apologies if this has been asked before, if it has, hopefully this is a quick answer! I want to be able to produce this type of report. What I would really like is to get a report that shows this along side the SLA name and the Response Time and Resolution Time and to show if the SLA has been broken. Along with this I would like to see if the response due time and is la has been violated within the report, so basically the detail that's being displayed as the yellow coin and the red flag in the interface.
I can not search for solutions well.
Hello, I am currently evaluating version upgrade from version 7.7 to 7.9 in SupportCenter Plus.However, when using SCP's 7.9 solution, it is not possible to search the solution well. We investigated the cause and found that DocumentIndexingTaskSchedule is not working.Even after rebooting, the Next Scheduled Time will be in the past, DocumentIndexingTaskSchedule will not work. Please tell me how to make DocumentIndexingTaskSchedule work as expected. Also, because DocumentIndexingTaskSchedule is now
BU rule to trigger if field is not blank
Hi I am trying to create a Business Rule that will trigger on condition Level not assigned, Category is an option from our list and another field is not Blank. If I leave the option for the other field as blank (empty) the condition is removed. How can a create a condition where this field is not blank? Do I user "" (quotes) or '' (single quotes) to distinguish a blank? Regards Graeme
Billable tick box - how to turn off?
Hi, Hopefully a simple question - I've searched everywhere but cannot find - how do I turn off the default tick box for 'Billable' within the Time Entry section? We have more jobs that are not billable, than billable, so it makes sense to turn this off in our case, so then the rep has to make a conscious effort to tick the box if is billable. Thanks and regards, Craig
Expire passwords, and force users to change password regularly
Hi, Is there a way in Support Center Plus' Web Portal to force users to change their passwords every 6 months or so? And is there a way to configure Support Center Plus' Web Portal to let passwords expire if not changed? And last but not least, is there a way to define policies for passwords such as minimum number of characters, mixture of uppercase letters / lowercase letters / digits / non-alphabetic characters? Apart from the Support Portal users, all of the above is also of interest for Support
Merging of accounts
Product "Manageengine Supportcenter" build 8008. Current situation 3 Accounts A, B and C Each account has multiple linked contacts Each account has multiple requests Desired situation: Merge Account B and C into D A keeps multiple linked contacts D has merged linked contacts from B and C 2 contacts should be able to view any request done for account A and D Requests from B and C should now be linked to D After merge requests should still reflect the original company B or C Question: Is there
Slow performance when openening some account info
Hi our supportcenter plus will perform slow when opening some accounts. Can it be the sql server (postgres) which needs some maintenance?
Note receiving notifications when a note is added
Hi Just like the title says really... I have the notification "Alert(or Notify) Support Rep by Email when there is a new reply from the contact" checked but I'm not getting an email when the contact adds a note to the request. All other notifications are working as expected. Any advice gratefully received. Matt.
Using codes to insert currently month in a request
Dear, I would like to create a Monthly Scheduled Request with the current month on the subject, let's say I open a Scheduled Request between January and July. In January the subject will be: "January Preventive Maintenance", in February: "February Preventive Maintenace" and so on. I would like to know if it's possible to insert automatically that information in the request using a code, something like %%mouth%%, %%date%%, things like that or if there is any different way to do it. Kind Regards, Luiz.
Business Rule on field change
Hi I have SCP 8.0.0 Build Number 8012 and would like to know if it is possible to create a Business rule or any other method to notify the contact if a field has been changed from blank to a value. This must only occur once and not every time the request is updated. This value is updated via E-Mail commands. Thanks in advance Graeme
Powershell send-mail message adding extra characters to subject line
I am using a very simple script to send an email to Support Center to automate the creation of a request for a report. $MessageContent = " Assign To John Doe Test Test Test " $Subjectline = 'Test Subject ' Send-MailMessage -To "Support Center <support.center@manageengine.com>" ` -From "John Doe <john.doe@email.com>" ` -SmtpServer smtpserver@email.com ` -Subject $Subjectline ` -Body $MessageContent I have specified the $MessageContent to include CR's without using -BodyAsHTML since plain text will
Analytics on use of the support site
Hello, Is it possible to get any analytics on the use of the support site? For exampple, is it possible to use Google Analytics tracking codes in the site, to monitor the use? Kind regards, Patrick Adriaansen
Issue with $Description Field
In the notification template for 'Alert Support Rep by Email when there is a new reply from the contact', the $Description field populates with the actual response from the user, which is what it is supposed to do. However, in the 'Alert the following Support Reps by Email, when a new reply is appended to request of Unavailable(Offline) Support Rep' the $Description field populates with only the original email that was sent it, not with the content of the reply that the contact emailed it. Why
How can I add an option to 'Products'.
Hello, I would like to add the option; 'CS Rep.' (which needs to be filled in) in Products, Products Details. Is this possible and how? Many thanks for your feedback. Marjan
'Search Requests' should ideally search thru all scenarios, not the tab it's on at the time
Just checking, since 8014 release, when searching for a ticket via the 'Search Requests' box it will only search thru the tab its is open in, for example if set on "Open & On Hold" it'll only search within there, not thru all the types of results i.e. Completed Requests, On Hold etc. etc. I'm sure it did this before........or am I wrong.....? As I said, just checking.... Regardless, it should ideally search thru all scenarios (in my opinion..) Cheers! Craig
Hotfix 8015 released
Dear Customers, We have released our hotfix 8015 today. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8015 Thank You Regards, Arun Kumar - Tech Support Lead ManageEngine- SupportCenter Plus Direct Number : + 1 408 352 9115 X 7213
Canned responses
Hi thanks for moving the canned respons to reply / Forward window. Is it possible to set it up to be able to select if the canned response should add the response in addition to the body of the mail, or replace content as it does now. Regards Paul
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