Find the request id
Hello all, Our customers included several requests. When I check the customer account system displays various requests, but when I try to serach by request number, the system can not find. Does anyone know how to fix this problem. best regards, Sérgio Noronha.
Office365 as Mail Server for Sfailed ( CP
Hi we configured Office365 as POP3S and SMTP server for SCP , mail retrieval work ok but sending fail (Received fatal alert: handshake_failure messages in serverout0.txt) outgoing setting is configured like below. server name : smtp.office365.com email type : smtp encoding : utf8 port : 587 TLS Enabled : yes Requires Auth: same user/pass who retrieves the messages Any Clue ?
400 No Host matches server name localhost
I have installed trial version on Linux from: https://www.manageengine.com/products/support-center/64045241/ManageEngine_SupportCenter_Plus_64bit.bin I think it runs ok. root@localhost:/usr/local/SupportCenter/bin# ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /usr/local/SupportCenter JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx1024m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Showing contract details on Request Screen
Is there a way to show the contract details of an account when a new Request is being raised, our customers can only recieve support if they hold a valid support contract and I want our Technicians to see this information as they raise a request so they can inform the customer if no support is available?
Warning when raising requests for non-contract Accounts
Is there anyway to create a warning or alert to Support Reps & Contacts when a Request is made on an account that is not set with a current Contract? This is so that support is not provided out-of-contract without the customer being aware of the charges raised? Thanks in advance,
Using RFID with Asset Explorer
Hi, I would like to know how compatible is this tool in case we use RFID for asset identification. How easy would it be to feed data to the system collected through an RFID system. Would we require a third party to do the RFID part if we choose to buy asset Explorer or RFID system comes with any of the Asset explorer bundles. Thanks Satheesh
Monthly Report Technician (Manage engine support center plus)
Hi there, I need a query (Manage engine support center) that show me the information like screenshot below, and then the second report like this, Please help me to get that report. Anyway, thank you.
Agent with permissions for 1 business group logs in and only has access to another business group
Only fix is to disable login and enter new login. Happening with an agent every day now another.
Emails sent from company lotus notes being routed to wrong business group
Luckily this not happening with external customers. Employee sends email with correct email address however it changes and routes to different business group. They do not always go to same business group either. What can we do?
Due date settings don't take into account while the call is with the customer, is that intentional?
Hi SC, We are looking to put some SLA's in place where the Due Date, which I understand is created when the call initially comes in and have seen in the help how this takes the appropriate SLA to configure this. We have an SLA where the response and a resolve times are based around the status , Critical, Minor etc. The have a couple of problems which you might be able to help me work round. One is that the Due date is assigned when the request comes in, if this is assigned as Critical and we change
Very slow to load 'Requests' page and generally very slow
I wonder if anybody else has this issue. When we access SCP it's very slow to load when we click requests page. Even is we change the lines to show 10 requests per page. We have tied the Java memory fix and the MySql memory fix but do not seem to be getting anywhere fast. Its causing a real issue. The server is it running on has lots of free resources and doesn't seem to be getting maxed out on anything. Have been working with ME support but wondered if anybody else has any ideas/suggestions to speed
Reporting on Task performance.
In an effort to consolidate all resource management into SC, I'm trying to avoid using MS Project for task management. I've found a method for assigning project tasks within the confines of SC that works really well for us, however I'm unable to report on Task items. Specifically, I'd like to be able to provide management with reports showing current tasks, their associated requests, and if the task is overdue. I find no method for reporting on Task specific items within the Report module. Is there
Business Rule / SLA Escalation based on Case Status vs. Last Response?
Afternoon! I'm hoping to find an automated solution to an issue we have... My team will often forward solutions to our customers, and set the case to a 'Pending Customer Acceptance' status. Is there a way for an automated set of actions (perhaps based on Last Response and the above Status) to be performed? Possibly change the status or something? Thoughts?
Monthly expiring İncident based contracts
Hi we have a new customer and we are not sure how to configure their new contract , even the contract is yearly they only have 3 incidents for each month. Creating a 36 count incident based contract does not fullfil or requirement (since this will allow the customer to create more than 3 incident in a month and we will not be notified) Any clue ?
Delete forgot password link on customer portal in SupportCenter Plus ?
Dear, Is it possible to delete the forgotpassword feature for our customer. Indeed we dont want our customer to choose and change their own password. We give them. So is it possible to edit the customer portal html part to delete the "forgott password link"
Mensaje de error al tratar de restaurar un respaldo en SupportCenter Plus
EL aplicativo SupportCenterPlus no carga al momento de restaurar las bases muestra el siguiente mensaje de error
HTTP Status 500 - javax.servlet.ServletException: java.sql.SQLException: Invalid object name 'DefaultConfigValue'.
After installing a new license , this happen after login: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Invalid object name 'DefaultConfigValue'. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758) org.apache.jsp.jsp.index_jsp._jspService(index_jsp.java:232)
Archiving Time Frames
Just need clarification on archiving.... Where it states "Choose the number of months/years from the drop down before which the requests where closed.". Does that mean the amount of time a request sits in the Status of Closed before it is moved to the archive? Basically.... If you Enable Scheduled Archiving and select Archive requests closed before 1 year. Requests that were moved to a Status of Closed on January 1, 2016 would be archived on January 1, 2017? Sorry, it is just worded kind of strange
Incident based contracts
Has anyone noticed any issues with your incident based contracts not calculating the number of used incidents properly? Or have you seen the contract change on an incident based on the expiration of the contract? Meaning if a contract expires while a request is open, should the incident be removed from that original contract and moved to the new contract?
How can I see all tickets that are wating on approval
We have multiple techs that are submitting tickets for approvals at all times to managers. Is there a way the manager can just look at all tickets that are pending his approval?
SCP Plus failure
My SCP Plus version 7.9.17and i want upgrade it to 7.9.31. I use MSSQL for DB. When i try to apply patch i take error "Error occured while migrating postgres database"
Move to another server
Dear support team I'm running application (build number 8003) and database in two seperate servers (database use MS SQL). I want to move system to new servers and upgrade to build number 8008, can you help me which steps I have to do. Thank you
Outlook add-in and Development of Support Center Plus API
Hi, I am wondering if there is any work being done on the API regarding new features and extending already implemented features? I have been creating an add-in for Service Desk Plus and another one for Support Center Plus There are two things that SDP has in there API that are missing from SCP 1. Fetch Support Reps. that belong to a particular Group in SCP i can get all groups and all support reps but not support reps in group. 2. Upload attachments and link to request. Is this something
Issue with Spell checking
Hi, I have one Support Rep where the spell check does not seem to work for him...He can run a spell check, but it will to underline a spelling mistake when he is typing the email. Could someone please help me, thanks Cathy
Remove '##' characters from Request Subject
Is it possible to remove '##' on subject field? From notification rules, I can remove all '##' from email templates but when technician replies to a request, subject is automatically formatted to have '##' appended to request id number. Is it possible to have this removed? Thanks!
When Addressing a Reply or Forward
Is there a setting so that you can type in a Contact/Support Reps User Name, instead of their email address? Example...user name is Shari Smith, but the email address is Cherrybug@domainname.com.... Right now with our setup, you have to type in "Cherrybug@domainname.com" (or at least the first part) to get the address to come up. Just wanting to see if there is a setting where we could instead type in "Shari" and have the cherrybug address come up. Thanks! Shari
Sort the report folders and contents alphabetically
Please sort the report folders and their contents alphabetically. We have ~25s folder and up to 30 reports in a folder; it's time-consuming trying to find the report we need! While you're at it, can you please sort the forum list on this website alphabetically too! Thanks Chris
Populate product version field based on account of customer
We have a product version additional single-line field on a request that is manually selected when a support rep creates a request. We also have a live version field on accounts. Is there any way to auto-populate the product version field on a request based on the live version field of the account when the contact for the case is selected? i.e. when the support rep sets the contact for a case, the product version field of the request is populated with the live version field of the contact's account.
iPad mobile App - error message
Hi, I am trying to use SupportCenter plus on an iPad and Android platform, but keep getting error messages when trying to look at the conversations details Error messages Attached Is this a known issue or has anyone else had this issue and if so what did you find it was? Regards Cathy
Hot fix 8009 released
Dear Customers, Today we have released our hot fix 8009. Customers can download the hot fix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find below the upgrade instructions link https://www.manageengine.com/products/support-center/service-packs.html#upgradeinstruction Please find the list of features included and the issues fixed in this release Features/Enhancements: Sl.No Feature ID Description 1 13234 Support Rep Offline Notification - Option
Out-of-office response to tickets for staff absent
How can I setup as a user so if he/she is out-of-office and a client sends said person an email to an existing ticket that they are assigned with, the sender will see a reply from them advising of their absence..so then they will at least know it may not be responded on immediately. To add to this, how would a user, say with admin as I, be able to look at all existing tickets and visibly see which ones require further response, i.e. client has replied to tickets, now showing in bold which can normally
Junk Notification Filter vs Exclude Notifications?
What is the difference between the junk notification filter and exclude notifications? Here is a screen shot of what I'm talking about. Just looking to know which option is better to use and what do they do differently.
1 Contact for Multiple Accounts
Hi, Is it possible to have 1 contact linked to multiple account? My scenario is: I have several related accounts which purchased different set of products/contracts A contact may have access to multiple accounts (requires same user-id and password), or; A contact may be exclusive to only one account Any suggestions on how to achieve this? I was thinking of using sub-accounts so that contacts which are exclusive to only one account can be linked to sub-account while those contacts shared by all/several
Approved CC'd Contacts - Replies
Hi Everyone, I understand that SC flags to you any unapproved contacts, but what happens if you reply to a request where the customer/client has copied in someone that is not approved? Is there a way for the system to flag this to the support rep prior to sending a reply? Thanks Daniel
Connection to Azure SQL Database
Hello, We have an azure Virtual Machine and i would like to connecto to an SQL Databse within the same Azure Environment. Does anyone has experience with Azure and how to dealwith this.. Thanks!
A replied e-mail created a different quest with differente customer
Hi, I hope you are doing well today. I am not sure when the customer replied the answer with an email (not in support center) created a new request number. When one engineer replied the same email the system created a new request with a different customer. For example: Customer A from Company A sent an email and when the engineer replied to the Customer A from Company A, the system created a Company B for Customer A. This is the first time that it happens to me. I appreciate in advance your help
Mail Fetching Not Working - Past Two Days
Hi Team, We've had an ongoing issue whereby mail fetching keeps stalling for an unknown reason. I have been in touch with your technical support team, but so far I'm very displeased with their responses. Support Centre is pretty much useless to us at this present time and your tech support team clearly have issues communicating with clients in in a clear and concise manner. I'd like to lodge a complaint with your technical support manager, but I do not know how to lodge said complaint. Can you
Reminder Pop up
Quick question, should a screen pop up when a reminder is due? I have been advised that it should, but I have not seen it happen. Thanks Cathy
getRequestsByView API call.
Hi, I am looking for an easy way to filter requests by Account ID. I tried to consume this endpoint api/json/getRequestsByView/. According to the API documentation, you can pass "Search" parameter. However, I wasn't successful in my attempts. I don't know if this the ideal query for me but what I am after is finding all the open/closed requests by Account ID. It would be great if I can pass an additional date range parameters such as "from" and "to" to further filter the output. A sample response
Account Creation
Is it possible to create a report that will show who created an account and when?
Next Page