Zoho CRM Integration
With regard to the Zoho CRM integration - it appears to be one-way (Zoho CRM to Support Center). What we would have expected is that the CRM is able to extract/view data from Support Center. How can I seed data from SUpport Center into the CRM solution? Additionally, how can CRM be used to get a view into what is occurring in Support Center?
Contacts imported from AD Logging in through User Portal
How do contacts that are imported through the active directory import tool login through the customer portal? On the main application login page AD users need to select the domain in the log on to section: But that option does not exist in the log that is shown in the user portal:
Reports tab no longer loads
For some reason our reports tab just seems to not load anything. As a note i did turn off the advanced analytics configuration and now i am also unable to access that setup page as well.
Log on - default value for "log on to"
We are using domain login and so we always have to change the log-on-to field from "Local Authentication" to or domain. It would be very helpful to do this easier: First suggestion: Change the default value of this field (from "Local ...." to the domain), so that users don't need to change it at every logon Second suggestion: Possibility to enter the domain in the Username field: for example "domainu I think this would be very helpful.
Request - Additional fields
Hi support team I want to ask what's the maximum number of pick-list field can be added in "Request - Additionnal fields". I see number of Text, Numeric, Date & time fields but don't see the pick-list field Thanks
survey results - support rep divided by number of surveys
hi, is it possible to run a report on surveys based on support rep, but have the total divided by the number of completed surveys for that support rep?? at the moment we are unable to determine the results by using the report and instead need to look at the survey results themselves, surveys have two questions out of 10, so a top score of 20 per survey. the problem is that when looking at the report, the results could show like the below: person 1: 97 person 2: 22 person 3: 100 person 4: 19 this
Report Request
Hi, I have been asked if a report can be produced that showed the number of conversations that a request has had. I have been through the reports and I am not able to see if there is an area that you can include "Conversations" with in a report. Would I need to be looking at a script for this or a third party system like Tableau (currently what our company uses. Thanks in advance Cathy
Reporting
Hi, Is it possible to remove or edit the "Generated by" field in the (scheduled) reports? At the moment my name is on all the scheduled reports, as a result any time there are any questions, I get them. Because we have 35 support rep's handeling over 1000 requests a month, I get hundreds of questions that are not ment for me. Removing/changing the "Generated by" field will solve this issue. If the field cannot be removed we would like to have the BU name in the "Generated by" filed, or possibly
Click to Call
please add the possibility to click to call. Tel://phonenumber
"CallTo" and clickable fieds association
Hello, On a request appear the field with the phone number, is it possible in future realase to have it associated with the "callto" protocol ? It would be very usefull for us instead of cut and paste. In the same way, we have created a custom field where we plug an URL(eg.http:/www.go.to/url), but it's not associatied. Any idea ? Thank you. Regards, Romain.
Feature enhancement on operational Hours
Dear Customers, We are in the process of enhancing our operational hours feature(roadmap). We would like to share our proposed model and also would like to get your feed back/ideas for this enhancement As of now, you can set the working hours (eg: 9 AM to 6 PM) for all the days in common. We are planning to change this behavior, so working hours can be configured for each day separately as shown in the below image. Also we are planning to set a common operational hours for the "Day" specific calculations
Customer Portal and Default Business Unit
Hi all, We have two business units available in the customer portal - Support and Networks. Support is our default unit, however when a new customer is approved for portal access, upon their first login they are always taken to the Networks business unit first. Is there a way this can be fixed
Escalation SLA configuration
Hello, I get an error when i try to configure SLA i dont get any escalation notification from the system and when i try to delete it i get this error see attachment . WARNING : SLA is being used by a module. Hence cannot delete it from database. But it has been marked as not for further usage. X
Feature Request: Trim REPLY to only the last message
We have a challenge with the team, and requestors who may not ever trim their responses. As a result, we end up with GIANT email bodies. Would it be possible to add a feature that would automatically trim previous replies?
Resolution added by System
Hello, We are seeing an issue where if a request is logged via an email, the system is auto-adding a blank "resolution" by system. If you look at the request's history tab you can see this is being done as soon as the request is received. Is there a way to make this stop?
Update Status Automatically
Hi Everyone, I want to introduce a number of new status categories (e.g. Waiting on Customer, Customer Replied). Is there a way to automate the updating of the status fields based on certain actions? Thanks Dan
Un-merge requests accidentally merged instead of closed
Hi support, One of my support reps has accidentally merged, rather than closed, three requests in SC+ 7007. They did this from the main Requests tab by 'missing' the close button above the requests list and instead hitting the 'merge' button. Because these requests belong to different clients, some of which have access to their requests through the client portal, we have an urgent requirement to un-merge the requests, some of which contain two or three support responses as well as the system-generated
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
Using the API AUTH for login
We are currently running into a weird issue when making calls with the API. When we send calls to get requests the Support Center log makes entries like this: [12:48:53:394]|[09-21-2016]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[49]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | Looking at the access log it seems that the calls we make end up looking like this: - /api/json/getRequest - However, calls that the application make look like this:
How can i see list of task by technicien and elapsed time for it
i would like a query like a SELECT ......... to get this reports thank's in advance.
Additional "Acknowledge the Contact by email" rules
Hello, SCP has possibility to Acknowledge the Contact by email "When a request is assigned to Support Rep". Due to our specific structure we need that system would inform the Contact only 1st time the Support Rep is assigned (it could be called "the first Support Rep who picked up the request"), but not everytime Support Rep changes. We have Project managers who work in teams with assistants and our Contacts need to know Project manager only, but not the assistant (in that cases when project manager
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
provide login for multiple contacts already approved
Hi all, Just wondering if there is a hidden way which you can provide login details for contacts who have already been approved, on bulk? I am aware you can 'approve and provide login' for unapproved contacts, but there is no mass edit ability for approved contacts - I've got about 600 to go through and hoping someone can give me a script to run - update contact set login = contact_email, password = contact_email etc Thank you!
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? :)
System Auto assigning Resolution when ticket is created from an email
Hi, We have noticed that in two of our business units that it appears when a new email request comes in and a ticket is created, that the system seems to be auto assigning a Resolution...but the ticket is still open. This seems to have only started to happen after an upgrade to 8009. I have done some testing and it does not seem to happen when a Ticket is created manually (via Add New --> Request) It seems to happen in two of the three business units that I manage and not the other one...... (example
Printing a conversation only
Hi is there a way that you can just print one conversation and not the whole ticket? Thanks in advance Cathy
Addition of time in Scheduler > Availability Chart
Hi, Firstly, apologies if anyone has already asked for this........ If at all possible, could you please add time functionality within the Scheduler > Availability Chart. If, for example, I wished to take tomorrow off and am returning Monday morning - ideally I only want it active and sending any incoming emails to my selected rep in my absence, during the times I am actually not here, being from 5pm tonight 15/09/16 until Monday morning 19/09/16 8.30am. The way it is at present is I can only either
department email does not assign request to department
we have multiple business units and departments setup, one BU is for support and accounts each group in this BU has their own email - support@ourdomain.com and accounts@ourdomain.com emails sent to support@ are correctly allocated to the support group with the BU, however emails sent to the accounts@ address are also allocated to the support group, instead of the accounts group. can someone please advise why this is and how to resolve, the accounts group has the incoming mail address of accounts@ourdomain.com
[SUPPORTCENTER] email make mailfetch stop
Hello, We had a 'bug' when the mailfetch system tried to take an email. An error occured while processing email : subjectOfMail : {Disarmed} Développez votre activité avec une communicat=?UTF-8?B?aW9uIHBsdXMgaW1wYWN0YW50ZQA=?= messageid : <20160912160249.C53B4C02A0@news01.newsletter.votre-cagnotte.com>. Mail Fetching process of SupportCenter Plus was stopped. Restart mail fetching process. Solution was to delete this email, then restart SupportCenter. Please find enclosed the email. Is there a way
Update manager failed - my fault, choices now to get working again?
Hi, I was in the process of updating to the new 8012 service pack when I accidentally closed the UpdateManager dialog box. I can now no longer access the program, install the update and the like - please see below screen grab. Please advise what best options I have, preferably to save all the tickets that have changed from last nights backup until this time also. Cheers! Craig
Edit the "submit a ticket page"
Is it possible to edit the submit a ticket page for non logged in users. The normal page in my system is attached, but I would like to add other fields. Is this possible?
New Eamil request
Hi, The following questions have been asked: Are you able to generate a new email from SC without having the email trail included in the email Any Feedback would be appreciated. Regards Cathy
Problem tab search
Hello, we don't anymore manage to obtain the information, by banging a n° of account or other information, in the tab search at the top right (see screens shot). what we must do, to change this ??
Hotfix 8012 released
Dear Customers, Today we have the released hotfix 8012. Customers who tried 8011 got failed due to improper data in the Holiday list. This hotfix will solve this issue. Please download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Issue id -13372 : Unable to perform 8011 patch upgrade (This issue is due to improper data in HolidayDefinition Table.) Thank you Regards, Arun Kumar - Tech Support Lead ManageEngine- SupportCenter Plus Direct Number
Hotfix 8011 released
Dear Customers, Today we have released our hotfix 8011. Here you can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features included and the issues fixed in this hotfix ReadMe 8011 (Released On: September 7, 2016) Features/Enhancements: Sl.No Feature ID Description 1 13354 KeyBoard Shortcuts for Close (c), Reply to Latest Conversation (l r) and Forwarding the Latest Conversation (l f) 2 13370 Ability to add
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
Hotfix 8010 released
Dear Customers, We have released our hotfix 8010 today. You can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features available in this release https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8010 Sl.No Feature ID Description 1 13345 Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup On-Premise integration using ManageEngine Analytics Plus. ManageEngine Analytics Plus
Scheduler no longer working after upgrade to new 8010 version....
Hi, Have just upgraded SCP from 8009 to 8010 and it appears that the Scheduler is no longer working, just comes up with a blank screen - no calendar, reps etc. See screenshot below. I have restarted server again but still no joy. We use the scheduler quite allot due to the reps performing installs around the world and being out-of-office. Please advise? Cheers Craig
Love Category, Subcategory, Item....can we have more than one set
Trying to track issues. Sometimes there is more than one. Would love to be able to duplicate this sequence. So have a slightly different naming. Or, to be able to have multivalued fields. Kathy
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