Requester logo replacing our own in our replies
Hi there, We're having issues with SC+ replacing our logo with the requesters logo when we reply to their requests, 5 isolated incidents noticed. Is this a known issue? Regards Rickard
Can the 'responded' date be changed by inbound email?
We have a small core support team. and an exentended team of other consultants who process specific issues. Most of the extended team only use email to interact with the SupportCenter Plus system, and with the customer. We're wondering if the source email address belongs to someone who is a support Rep in the system . .if that email could trigger an update to the 'responded' date and time stamp. Our SLA's look terrible because the inbound emails don't cause the ticket to be marked as responded
License exceeded when trying to enable AD login
Hello, I am enabling AD authentication in our system however when I try to enable AD login for a user I get the error "No more support reps available for your license". I am able to create a standard login for the user without any issues, and we are currently only using 13 out of our 20 support reps we're licensed for. If the user has a standard login and I try to enable AD authentication for them I get a blank error, so I remove this first and then try to enable AD. running the below query i found
Restore Issue with Test Migration to a New Server
Currently running SCP on a OLD Windows 2003 server. Running 8014. Installed a Windows 2008 R2 on a new server. Installed SCP (Using One-Click) updated to 8014. Grabbed a backup (Full every night) and tried to do a restore to the new server. The Server name and IP address are Different? Dont know if that makes a Difference. This is what I get when I try and do a restore at a prompt (Run as Administrator) Thanks TomS
Automatic sending (to all email addresses) of specific new published document in Solutions
Hello, I would like to implement the following feature in our system: when a specific document has been created and published under the solution tab, an email with that document will be send automatically to all accounts. Is this at all possible, if yes, how can I configure this? Thank you in advance. Marjan
SCP Scheduler Issue
When I add an Task it highlights 2 day's. If I create an event for 5 Jan 2017 (a 1 Day Event or Task) it will highlight the 4th and the 5th? It shows as a 2 Day Task Thanks TomS
Re-open an archived ticket?
We need to open a ticket that has been archived but don't see an obvious way to do it. Is it possible?
SupportCenter Plus release pack 8014
Hi I am trying to clarify what the vulnerability fixes are in the latest update, 8014 released on the 8th Dec 2016. issue ID - 14230 Description - Customer portal vulnerability fixed can someone advise thanks Darren
Zoho Reports SLA on Response Time
Hello! Is it possible / does anyone have sample aggregate formulas for reporting on Response Time success / breach? Possibly similar to the other SLA reports for case closure?
Support Rep - Out of Office Notification
Hi, I have been looking through past topics to see if there is a feature that allows "Out of Office Notification" for Support Reps that are away or not logged in. I did notice a few topics that touched on this, but I am still not clear as to if it is available. We have just updated to Version 8.0.0 Build Number 8009 and I am aware that there is now the Scheduler setup that allows a backup to be assigned to a support reps that is away, but there is still the request for an out of office notification
Hotfix 8014 released
Dear Customers, We have released our hotfix 8014 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 features and the issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8014 Any technical assistance, please mail us at supportcenterplus-support@manageengine.com or you can call our support number + 1 408 352 9115 Thank You Regards, Arun Kumar - Tech Support Lead ManageEngine-
Mail fetched stopped working
The mail fetching is not working in Support Center Plus. I have stopped and restarted but it won't pick up the emails in the designated support email box. There were a couple emails this morning that generated the 'Mail size large' error message but I have removed the emails with attachments. None of the remaining emails are fetching. The last time it shows email was fetched was at 10:14 this morning, 3 1/2 hours ago, we fetch every 1 minute. It does show that there is 1 email waiting to be fetched...
SLA Query
Hi Is there any query available in order to calculate number of SLA violations per month, year and quarter? I am using MSSQL and version 9. Thank you.
Twitter Integration
Does this still work in the application? We are trying to test the feature out as our company is starting to be more active on social media, but for some reason I am not able to get it to work, keeps throwing this type of error:
Script for creating a product "basket"?
I trying to create a multline field that's supposed inherit the current value of the Product field, based on a manual trigger (pick list). So far I've manage to copy the value to the Product field to the basket, it's pretty straight forward, but I can't figure out how to solve the rest. First, the vaule is overwritten every time, I would like them to be added instead, on the next row, or space-separated. I'd also like the pick list that I use as the trigger (additional field "add to basket" yes/-),
Advanced / mutliple field sorting
Hi, wondering if there is a way you can sort based on multiple fields? Currently I can only see you're able to sort by either say priority, level, category, account, date etc etc, we would like to be able to sort on level, then priority. is this possible?
Updated database schema
A while back you posted the attached database schema, I am currently looking at setting up a connection from Sharepoint 2010 to the SupportCenter database to allow some of the reports to run live on a page. Can you please confirm if this schema is still valid or perhaps provide an updated schema?
administrator cannot login problem
we use Support center plus 7601 and MS-SQL , license not expired for 2021 today i try to login by administrator and result is "Your license does not allow you to view this page" Another users (no admins) can to login and work. I try to find admin accounts via sql script from topic "resetting admin password" - result is: user id 2 administrator administrator what i can do else?
Purging the patch folder?
I notice this morning after applying the patch for 8.0.0 Build Number 8014, that my patch folder is getting larger and larger... It also contains a whack of updates for version 7.9.0, even though I'm on 8.0.0. So the question is - how do we purge the contents of the patch folder - is it as simple as deleting everything except the most current patch, or is there some other method we must do? dcc
Ability to Hide Topic Folders in Solutions
We use many Topic folders (and Subfolders) for internal Solutions, all the solutions in that topic have the "Publish this solution in Self-Service Portal also" unchecked, but the Topic Folders can still be seen by anyone in the Web Portal. I would like to see an option to make the Topic Folder and any Solutions in that folder not visible to anyone other than the support reps.
custom status and auto trigger of time entry
Hello, Wondering if it is possible to automatically create time entry events based on a request status? We have an 'open' status of 'in progress' which we would like to use to keep track of actual time spent on tickets, which is seperate from how long a ticket has been open and thus tracking SLA. We would like that when you set the status to 'in progress' a new time entry record is created. alternatively, when a request is changed we're able to report on how long a ticket was in a certain status?
Form security by role or support rep
Hi We have had a custom plugin created for a External Actions - Menu Invocation. When the user opens the request the menu is displayed. We have one user that can only view the requests but I see that they can also invoke the menu. Is there a way to stop or hide the menu from this user? On another point, is it possible to configure Field & Form Rules from a Role perspective? I have a rule configured but the Support Rep has to be changed before the field can be up-dated. It would be great if the roles
Custom View - Is there a way to specify "me" to save having a view for every employee
Hi Supportcenter team, hope you are all well? I was wondering that now we are taking more advantage than ever of doing some in depth reports for our customers on items OnHold awaiting a response I wanted to set up a view so that I could see the Open and OnHold calls assigned to me within a Custom View. I want each member of the team to have this view but it means that each one of them has to add a view to themselves or I would have to make a custom view for each Support Rep as I would need to specify
Customer Contact ALSO AccountManager?
We have an interesting challenge, where we have several *Accounts* which have an individual who both acts as an Account Manager for all of them, and may also act as a Contact from them. How can we best manage this or setup the user?
SupportCenter Plus vs. ServiceDesk Plus
Hi, What is the difference between these two programs? It seems to me they are kind of simmilar.
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!
Gallery of customized Support Center Plus?
Hi all, I read that it is possible to fully customize the "portal side" of a support center plus instance. Is there somewhere an overview of actual customer portals that are customized and running on SupportCenter Plus? I would like to have a "feeling" on the customization possibilities and/or be inspired by other installed environments :) Thanks.
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
Email command Support Center Plus
Hi am i struggling to understand how to configure the Email Command feature. Could someone direct me please?
Support rep roles
Hello, How can I make support reps from one Unit to see (maybe add notes/move, but mainly just to find and follow) requests in other units? I don't find such functionality in User Roles... or the only option to see is to add those Support Reps in other Units as Support reps (though they are not supposed to work in other unit, just be able to find the request and see who is resposible)?
Avaya Integration
What specific Avaya phone system products are support. I am currently looking at changing our phone system and would like to verify what is need. I need to verify what will work Thanks TSouza
SMS to author
Is there a way to send SMS to author for notifying about status task?
Can not send tikcet for each BU when use Email internal
Dear Support, I have configuration email diffirent for BU. But when I use email internal send ticket the Support center always create ticket in BU default? Please support me configuration that?
Can not create ticket for each BU in Support center
hi
Last login dates
Could you please tell me where I can find the last login dates from the accounts in AD? IS this availabel in a report form? Thanks Marjan
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
Archive request
HI support team I want to archive all requests in a Unit but after archiving I don't know where requests stored in server. And I want to ask how to setup the link to store archived request Thanks
Import Requests instructions
Hi, Is there instructions on how to import bulk requests. I have about 1219 tickets that I need to create that will be using the some template. Regards Cathy
Hotfix 8013 release
Dear Customers, We have released our hotfix 8013. Please find the list of issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8013 Please refer the below link for the upgrade instructions https://www.manageengine.com/products/support-center/service-packs.html#upgradeinstruction For any technical assistance, please contact us the below numbers or send a mail to supportcenterplus-support@manageengine.com Thank you Regards, Arun Kumar - Tech Support Lead ManageEngine- SupportCenter
Scheduler - Availability Chart not showing leave for extended period of time, lapsing over month
Hi, I've just had one of our 'Support Reps' add their leave into the Scheduler - Availability Chart, their leave spanned from 30/09/16 to 01/11/16 - problem is, it doesn't show up in the Availability Chart, only the day on the 01/11 in the new month. What's even odder is the fact each date in between says that "Leave already marked for this time span. Please select different time span or edit existing leave." and I am unable to amend this, even as the administrator. Could you please kindly look at
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