Approve status
please make the approve status visible in the colums.
Email template for support rep marking leave in the calendar
Hello, I would like to modify the email template for support rep marking leave in the calendar. By default I have : Hi support rep, Request ID xxx is appended with new reply from xxx .You have been chosen as a backup Support Rep as support rep is unavailable. Request details are: Created by: System Due by date: Wed, 11 May 2016 14:39:11 +0200 Category: Title: Description: Is it possible ?
Hotfix 8008 released
Dear Customers, Today we have released the hotfix 8008. Existing customers planning for an update 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 release Issues Fixed: Sl.No Issue ID Description 1 13204 Unable to sync data from SupportCenter Plus to Zoho Reports when migrating from lower versions 2 13212 Unable to backup and restore data when the backup file count exceeds above 100 3
SLA - Configuring as Days vs. Hours
Afternoon! Our team implemented SLAs in March, and things have generally been very positive. I am finally able to measure my team and observe where our processes/organization may need to improve. One issue that my team has raised is regarding SLAs with Resolutions/Duebys set for DAYS vs. HOURS. We presently have a Severity 3 issue configured as Resolved in 3 Days. I would expect this reflects Business-days (eg. 8 hours x 3 Days). However, there is a disparity between that value, and what is
Cannot find "generate API" anywhere
Hi, I've been trying to find the 'Generate API' function everywhere in SCP but cannot seem to find, it says it's under the Support Reps and also as below under Global Settings>Application Settings>API - but nothing listed. Yes, I'm logged in as administrator but still cannot find. Your assistance please? Running v8007. Cheers! Craig
Support Center Plus with JIRA Software cloud integration
Hello, In our company we would like to have a JIRA integration in our SCP, so we don't have to create reports (SCP)/issues(JIRA) manually in both. This will safe us a lot of time. The documentation i found for this. The only problem we have is that we have both services running in the cloud. So i assume we cannot configure this ourselves. My questions are: 1. Is this possible to realise with both running in the cloud? 2. Is it possible to do this myself? 3. If not possible myself, who should i contact
Bringing across emails from Outlook into SCP
Hi, Just wondering if there's an easy way to port across any emails that exist within Outlook, into the SCP environment so it'll then become a new ticket. At present we just use a Macro Code in Outlook to send it across, works well but also appears to have a tendency to capture all the images within it such as FB, Twitter, YouTube, LinkedIn and the like. Do you perhaps have an existing plugin for this? Kind regards, Craig Blackburn
Reports Data and Information on Changes
Hi, I require two changes on the Support portal application, 1) The data generated via report for elapsed time is in the format of HH:MM:SS but we prefer it in days EX: The output which I get will be in 288:53:30 but I need it as 12 days:Hours: Minutes Is there a possibility for this 2) I have created a new field((pick list attribute) in "time entry" for a support rep I need it make it as mandatory field. Thanks for your assistance in advance. Thanks, Naveen
Error adding a new support rep
Hi, I'm struggling to add a new support rep. The system shows a message saying the email I'm trying to add already exist, but there is no contact or a support rep using the same email. Could anyone help me please?
IMAP - Leave emails on server
Hi there, IMAP has a feature to leave emails on the server. When I was setting up the mail fetching in SupportCentre Plus, I noticed that this option is not available. Can you please advise where I may find this? This is crucial for us as we require the information to be stored on our email server for future archiving. Ta Jami
Mobile client authentication problem
Hello guys i have a question about mobile client authentication with AD user. i have mobile app client v3.3 and can't authenticate with AD user. can you help me.
Service Desk backup error
Hello! I've got an error during service desk backup. Do you have any idea how to solve it? Thank you for your responce. C:\Users\a.osinskiy>cd C:\ManageEngine\SupportCenter\bin C:\ManageEngine\SupportCenter\bin>backupdata Starting.... Active DB Server = postgres Database connectionProp : null Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.SQLGener ator java.lang.InstantiationException: com.adventnet.db.adapter.SQLGenerator 25.04.2016 9:59:40 com.adventnet.db.adapter.postgres.DefaultPostgresDBInitialize
Request Templates - Contact View - Default Field Values
Hi All, I have a Request Template which has a contact view to allow customers to submit requests via the Customer Portal. When I add fields (e.g. Priority) to the form, I cannot set the default value. This is resulting submitted requests having no priority and therefore no SLA. Can someone point me in the right direction? How do i set field default values for requests made via the client portal? Thanks Dan
Report on Fields
Hi, I would like to look at producing a report that shows all the fields that have been setup and how many times they have been used. We are trying to do a clean up of our setup and would like to look at fields that are not being used and delete them. I was able to run a report on the category and sub category's (please see snap shot below), but not sure what would be the best way to produce one on the fields, thanks in advance.
Report questions
Hi, Can you create reports from SC on the history of emails sent from SC for each support rep over a period of time? Regards Cathy
Calendar Integration with Outlook 2013
When will we receive an outlook plugin that is compatible with outlook 2013 ? We need the calendar / event sync and we all use Outlook 2013.
Auto cc
Dear Reader, I would like to know if it's possible to automatically add a cc when replying a mail from a request? This should be configured at account level. If not is it already planned for any upcoming releases? Thank you in advance! Nick
Unable to Set Level 1 Response Time *AND* Resolution Time 'Notify To' $Ticket Owner
Good Morning, When I attempt to configure both the Level 1 Response Time and Resolution time to include the $Ticket Owner + Myself, it appears that only the LAST one I set is carried through. Example: 1. Configure SLA as below Response Time - Escalate to: $Ticket Owner AND Me Resolution Time - Escalate to: $Ticket Owner AND Me. 2. SAVE 3. Review the current SLA Expected: Above Settings carried through Actual: Only One or the Other is set, with the explicit user selected (NOT $Ticket Owner) I was
SupportCenter Plus doesn't start
Hello, SupportCenter Plus build 7804(db: mysql) doesn't start after restoring from a data-file backup. Errors from serverout0.txt: [14:30:11:995]|[07-24-2014]|[SYSOUT]|[INFO]|[10]|: [JBOSS] ServiceController: Problem starting service adventnet.deployment:service=DeploymentManagerjava.lang.IllegalArgumentException: Row instantiated for an unknown table: TierComponent at com.adventnet.persistence.Row.<init>(Row.java:165) at com.adventnet.persistence.Row.<init>(Row.java:121) at com.adventnet.j2ee.deployment.service.internal.DeploymentManagerSupport.startService(DeploymentManagerSupport.java:117)
Can't change Notification Sender address
When the domain is changed for and the sender details for notifications the system does not update the sending address when an actual request is opened. When the notification e-mail is received it still shows the old domain/email address and sender name, not the newly updated one even though it shows the correct info in the settings page. Strangely though when replying to an assigned request the correct email/domain is used in the sender field, but when replying to a unassigned request it uses the
Creating a request through API
Is there a way to create a request via the API and not notify the contact it’s associated with ? I know it's mandatory to enter the contact's email for the request to be created but after that's done, is it possible to disable the email that goes to the contact and says "Your support request has been received..." Thanks
Creating a New Business Rule
When creating a New Business Rule, is there a way to create more options under the "Perform these actions" pulldown? I created a field called Market and I would like to set a rule that the Market is set to a specific value when a new order comes in via an email box.
Custom Dictionary for emails, alike Outlook. Also, spellchecker is not working.
Would it be at all possible to create a 'custom dictionary' for the emails, alike that of Outlook. There are many instances where I have to change or simply ignore the suggested corrections as the words are not common English or are for example our product names. Also, the spellchecker appears to not be working at all so I always end up manually fixing any errors. Example, have just done an email with just 3 words in it, one purposely spelt incorrectly, left it for 50 minutes...still 'Checking'...so
Manage Custom view
Dear support team Can I could create a list view in request page that only the user is allowed to see this view Thanks
msg attachment
Hello Do you need Support Center Plus to recognize the .msg attachments as attachments and not copy that to the description while fetching e-mails into the application Can we setup Support Center Plus to attach msg file like attachment, and not copy content to description?
Request page consumes lots of memory after 1 day
Hi, We have the Request page displayed on a big wall mounted monitor, it reloads the Request list every minute. This system is always on. Each morning when we enter the office the reload of the page is halted, the browser has then consumed over 1 GB of memory and we need to restart the browser. We have tried with Internet Explorer, Firefox and Chrome, all have the same problem. Can this be fixed? Thanks,
Аuto assign support rep
How can I configure Auto Assign based on workload? For example: I have two support rep in one group. One support rep have two request, the other not. I want the application to automatically hit the second support rep Can I check the status(online\offline) of a support rep before auto assignment? Thank you
Hotfix 8007 released
Dear Customers, Today we have released the hotfix 8007. Existing customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Here is the list of issues fixed in this release Sl.No Feature ID Description 1 8531 In the Home -> Dashboard Announcement widget "Show all" link is not available when there are no active announcements in the list 2 12106 Request reply draft gets discarded, when mail sending failed or sending reply to a non-existent
Categorize setup like in Outlook
A few of our support reps have asked if in the request view there is a way that you can you can set up Category's and you could add that category to the request ID so you had colour views setup E.g. Due today, High Priority....... I hope this make since. Thanks Cathy
Batch Time Entries ?
Good Day I have got daily tickets to deal with and close. These ticket are pretty much about the same operations to perform on different equipment, therefore I finally have to type in roughly the same Time Entry for each of these tickets, which is so boring. So, I was wondering if there was a way to do a single time entry (i.e 10 minutes) for n tickets at the same time ? Is this possible to achieve? I hope so in which case, I will certainly gain a precious time ... Many thanks in anticipation! Anthony
Due Date defaults to 3 days
Hi, Hoping someone can help me, made a few changes in a Business Unit around SLA's and Priorities and it now appears that the Due date is defaulting to 3 days for every ticket that is raised. I have checked everything and can not see what the issue may be. Thanks in advance Cathy
Change request ID format ?
HiIs it possible to change request ID format and put DATE+SEQUENCE NUMBER ? Like : AAAAMMDD[SEQNUMBER] Thanks
Draft responses are saved even when the reply was sent
As the subject says, on several requests where a support rep has already sent a reply the draft response is still there and need to be deleted manually. How come these draft responses are kept? SCP build 8004.
Change Look and Feel or Support Centre Plus
Hi Everyone, Does anyone know if it is possible to change the colors within SCP? I see you can change the look and feel of the customer portal, but not the main application. Thanks Daniel
Dashboards to Reports?
Evening! Would it be possible to either make the Dashboards available within the Reporting section of SupportCentre Plus, or allow them to be edited slightly? They do provide a great heads up, but do not currently reflect what/where I am trying to.
SSL WEEK ERROR
La clé publique éphémère Diffie-Hellman associée au serveur est peu sûre. ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY
Restore DB failed
I am trying to move to different hardware and I setup the same version of SupportCenter (7932) and i get this error that is cannot find buildInfo.XML but I can see the file. I change rights on the folder but I am having no restore luck.... help please? ERROR: Mar 10, 2016 10:11:43 PM com.adventnet.servicedesk.server.utils.SDClientUtil isServerAlreadyRunning INFO: requestScheme is http Mar 10, 2016 10:11:43 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: /opt/SupportCenter/../
Hotfix 8006 released
Dear Customers, Hotfix 8006 released today. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html List of issues fixed and the new features in this hotfis are listed below Features/Enhancements : Sl.No Feature ID Description 1 13111 Set Priority for a request in Support Rep reply and Forward window 2 13119 Request History variable included for Request Notification Templates Issues Fixed : Sl.No Issue ID
Customised Closed Request Notifications
Hi Everyone, Does anyone know if it is possible to send a customised closed request to contacts based on request parameters? I know it is possible to do this via Business Rules when creating request, but cant see an option for closing a request. Thanks Daniel
Debian 8 Azure server
Good morning, I have installed SupportCenter Plus on a Debian 8 instate on Azure. I have enabled all of the port rules but I still get connection refused errors.I have tried multiple ports and even a port I had working for another web based application. When I try to uninstall I get a message that the sysem cannot fine the Java instance. In the end I am starting to belvie that this is a rights issue and am wondering if someone has run into this. This is the latest error I get when I try to run the
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