Auto assignment of support rep
I have asked this for years and told that it would be coming. If an agent is logged into SCP, and start a request from a phone call, why can't the support agent field be automatically populated? Thanks! Kathy
Contact Request Templates - Specific to Account
I'd love to see the ability for us to assign what request templates an account/contact get to see. Thanks! Daniel
Deleting a Contact
Hi All, We recently deleted a contact and have now attempted to add them back in, however, the system is telling us the email address is already in use. Has anyone come across how to resolve this issue? Daniel
Notification to customer
When any of our customer sends mail, it did not receive notification of new ticket, but when that ticket updated, or assigned, or resolved, message sent successfully. Only problem with first notification message. What to do. Below checkbox already checked for this. Please help. Contact Notifications Send Self-service login details Customize template Acknowledge Contact by Email When a new request is received Customize template On receipt of the email reply Customize template When the request
Advanced Business Rules? Subject containing clients tel' no - link to client?
Is it possible to have a business rule that does the following? If subject contains a customers telephone number, then assign it to that client/account? This would involve some form of looklup to reference the clients telephone number against the subject line. If this can't be done, can anyone think of another way without having to manually type in each clients phone number into a business rule. Actually I see that business rules won't allow you to specify client / account as an action, so
Work order, digitally signed, paperless
Now, my technicians bring a 3-copy work order notebook. When a ticket has been resolved, they manually fill the work order form, description of work and materials, and has it signed by customer, manually, by pen. One copy rest at customer site. Then, back in office, second copy goes attached with invoice and third in archive. Now, technicians should reprint the work order in Resolution field of Tickets to have it in digital form. That is the point where humans nature show its face. As we use a mobile
Delete a Support Rep
Hi All I need to delete a number of support reps that have left our business. Does anyone know the impact of doing this? What happens to the previous requests? Thanks Daniel
Additional "Perform these actions" for Business rules
I was very happy finding that business rules can take this criteria: "Sender" "ends with" ".com" (or other ending), but I need additional Action in order to "Place in Business Unit" ("Place in Group" is not enough). After reading forums I understand SCP is a very powerful program, just that many things can be done only via scripting/quering/API'ing, maybe this "feature" also could be accomplished in some ways?
Office 365 "Sending Notification Failed"
Hi, We have recently changed our mail provider to office 365 and have successfully setup support center to receive email from a mailbox on the 365 servers but cannot send any with the plain error "Sending notification failed." I have tried various combinations of known good settings in support center and can telnet from the supportcenter server to the outlook server on the required port 587. Thanks for any help
add resolution notes via business rule
Hi all, Does anyone know if you can add resolution via a business rule, or a work around? We have a business rule that looks at all 'answered' requests (on hold) and if they've not been responded for 5 days, sends a reminder email to the contact and changes status to 'followed up'. We would like if these followed up requests are still not responded to, they are set as closed with a resolution note being added (as we've made it a mandatory field). However I cant see how you can add a resolution as
Custom field with additional funcionality
Hello! Yes, me again :) Is it possible to create a custom (drop-down-list) field in Request properties, that would invoke additional (numeric) field accoding value in first field? Example: We can create a field called "Price", which is drop-down list: [ < 1000 € ] [ > 1000 € ] If we select [ < 1000 €] than nothing happens, but if we select [ > 1000 €] system would enable additional numeric field (perhaps "Exact price"), where you should write numbers. I know it's not possible by default, but perhaps
SMS gateway configuration
Hello Guys, need you consult about sms gateway configuration, i need to send sms to support reps when request registering and assigning; where i can enter sms gateway parameters? and is it possible send sms to customers and how its configuring?
Possibility to add Notes in Report Column
In SCP when creating New Custom Reports -> Tabular Reports and Requests module, first step is "Select columns to display". It's a long list, but not full :) We need to see "Notes" in this list, in order to have Tabular reports with Notes: Example of such a report: Request ID Support Rep Subject Notes 12546 Tomas Question about service [if no Notes, so empty] 12368 Jonas Problem with account [text from the Notes]
Task deleting or closing
Supp rep with administrator rights cannot delete or close or modify somebody's else task.
Change default notification text of reminder
Hi, is it possible to change the mail-notification text of a reminder? I can't find this setting. For example: we want to add the link to the ticket in the reminder text. TX Martin
Search contact by e-mail when adding new request
Hi support team When adding new request, user support can only search contact by name. User adminsitrator can search contact by email but other support users cann't. I want to ask how user support can search contact by e-mail when adding new request. Thanks
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"?
Auto-populate request field based on the account
Hi Is there any way to auto-populate the value of a request field based on the account? I can't see an obvious way of doing this using the field and form rules. I'm rubbish at Javascript, so forgive me if this is really easy! When a support rep chooses the contact (and thus account) for a request, I'd like the field on the request to be initially populated with the value of a field on the account. Thanks Chris
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.
Plain XLS formating when exporting Report
SCP Reports are very used in our company. And most of those Reports are exported to XLS for additional functions/graphics/pivot etc.. However, the exported file looks OK, but it's impossible to work with - we need "plain data" for further processing, not "good looking". I attach an example of very simple Report: there are totally empty A, B, D, G, I, K, L, M columns; column F (if longer report, plus other columns, like W, AJ etc.) are merged. there are totally empty 1, 3, 10, 12 rows and row 4 and
Support Rep Availability
I know you can look under the Home tab...via the Support Team or the Scheduler. But, is there a way when you are viewing the Request tab (or while you have a request open) to be able to see if a Support Rep is "Online"? Any assistance would be appreciated. Thanks! Shari
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
Advanced analytics for SupportCenter Plus
Hello there! We are proud to announce that Analytics Plus is generally available now, and this power-packed version now has a host of new features. In addition to ITSM analytics, the product now extends self-service analytics to ManageEngine's IT Operations and Support suite. Highlights of the GA release include: Integration with Applications Manager and OpManager, with out-of the box reports and dashboards using operational data, pulled in from these tools. Integration with SupportCenter
JIRA integration with SC+
Hi, I'm trying to integrate JIRA with SC+ and am having no joy with the information I can find from the various sources in the forums. Is there something somewhere that will lay it out simply for me to successfully log a ticket to Jira from within SC+ which will then: - allow me to enter the Jira bug - save the Jira bug number somewhere within the SC+ ticket - allow me to sight or edit the Jira bug from within SC+, and visa-versa from within Jira Any help you can provide would be greatly appreciated.
Can not open in any Microsoft browser
I just did new install, changed port to 443 HTTPs. Been setting up, configuring and such in Google Chrome. Just opened in Microsoft Edge browser, and its like server is not even running. I opened up Internet Explorer 11, same thing. So I opened remote desktop to another machine located outside our own network, and same thing. I can open in Chrome, but not in either Edge or IE. I have recently come across some devices from a manufacturer that limited access to only Microsoft browsers. I would not
Custom field type: table
Hi, In the Account, I would like to add information in tabular format. To this end, I would like to suggest adding a new custom field type, namely an n x m table format. This would be very useful for me in order to save Information about the licenses bought by our customers in the account in SC, for example: License Type Product A - Basic Product A - Option 1 Product A - Option 2 Product B Product C Node-locked (permanent) 3 Server (permanent) 1 2 Node-locked (subscribed) 3 Server (subscribed) 5
Multi language support?
Does "Support Center" support multi language? Is it possible to change the interface to Arabic & farsi?how?
Custom Report
I would like to know if I could have a custom report that would show everything about an account in one line. I have the below report, but this report duplicates the entire line just to show they have multiple products associated. I would like the report to just list all products in one field. See attachment. SELECT org.NAME "Account",org.NAME "Account",cust_fields.UDF_CHAR1 "Branch Of Service",cust_fields.UDF_CHAR2 "Region",cust_fields.UDF_CHAR4 "Base",cust_fields.UDF_CHAR5 "Program",cust_fields.UDF_LONG1
Multi-level Account /Sub-account structure
Hi, Among our customers, there are some big multi-national corporations where different business departments use different products from us and who are supported internally by different sections of their IT Department. I would like map this structure in SC's account/sub-account structure. The reason why I would like to do this is because I would like to give the team leaders of the business departments and the associated IT section guys visibility over all related requests in the Web Portal. So,
Report creation assistance?
Hi, I'm trying to create a report that will provide me with any open/on-hold/etc. tickets (basically any tickets not closed) that are greater than a set period of time, in this instance three (3) weeks. Are you able to please assist, I just can't work it out.... Kind regards, Craig Blackburn
Mail server outgoing port issue
Hi, I recently restored a backup and since then the staff are not receiving mail from SupportCenter Plus. When I setup the mail account in Outlook it works fine. However, when I set it up on SCP. I get this message in the System Log. Outgoing mail server settings infomation: sever name/ IP address - smtp.pcubed.biz Alternate server name/ IP address - Email type - SMTP Port - 25 Transport Layer Security - Enabled Authentication username (smtp username) - support@pcubed.biz My outgoing port I'm using
Website on Account Page in Support Center
In Support Center on the Accounts page there is a website field. Once you key in the website it will automatically put http:// in front of it for you. All of our sites are https now. Is it possible to change support center some how so it defaults to https:\\ or just not have it put anything in by default so we could type it in the field itself? thanks,
Support for TLS 1.2
Will SupportCenter Plus 8 ever get support for TLS 1.2? Are there plans to update the integrated jdk? Currently, ssl labs is grading a "C". Also, for TLS 1.0 what are all the available cipher? I can find no documentation. Regards
Unable to load Disk Space related native library.
SCP version 7931 CentOS release 6.3 (Final) - 64bits Hi I search this same error in this forum and found out it happen on other ManageEngine product as well. Is there a solution for SupportCenter plus as well? [root@supportcenter bin]# ./UpdateManager.sh /apps/ManageEngine/SupportCenter Unable to load Disk Space related native library. Exception in thread "Thread-2" java.lang.UnsatisfiedLinkError: com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Ljava/lang/String;)J at com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Native
SupportCenter Plus integration.
Hi I am looking to integrate SCP with Akritiv based on Salesforce. I have had a look at both the Jira and SDP examples and need the following information please. 1. What JDK version should I use to compile my code. 2. Any other documentation available other than the admin guide would be appreciated. I would like to create an external action where the ticket is forwarded to an address but specific fields are read into an XML file and this is attached to the ticket before it is forwarded. Is this possible?
12 Month Rolling Report
Hello! Is is possible to add the option for 'Last 12 Months' to Matrix and other reports? I have a need to build a report which is automatically generated which would show Request Count by Level for each month. The best I can currently generate is 'Last Quarter'. Further, is it possible to show a Graph to illustrate this data in the same report? Thanks
Addition of 'Expires On' column in the Contract section
Hi, Think I already know the answer, but asking anyway - in the 'Contract' tab under the contracts, I wish to add an 'Expires On' column which will populate it with the 'End Date' I've put into the 'Active Period' field. This way I can see with a quick glance which contracts are coming up to expiry, rather than await a notification from the system on the date assigned to it. Kind regards, Craig Blackburn
No 'Undo Typing' within message part of the software
Hi, Was sure I've asked this in past - why is there no 'edit', 'undo' or '<' in the 'Send Notification: Reply to Contact' part of this i.e. I type out a response or email to be forwarded to someone but make an error in my typing - perhaps it's a copy and paste of a bulk load of text and I don't want it in the message any longer - Outlook has an 'Undo Typing' within the emails as below - is it possible to include this in your software perhaps? Kind regards, Craig Blackburn
How to edit existing or create new 'Support Type'
Possibly a simple question, though I couldn't figure it out - how do I edit existing or create new 'Support Type' for the Contract Settings - Support Plans? Kind regards, Craig Blackburn
smtp.office365.com is not working
Hello, Can someone explain to me how to setup smtp.office365.com for supportcenter? I tried the following settings but without any results Server name: smtp.office365.com Port: 587 Encryption method: TLS What is the right configuration for this to work?
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