Report for attachments
Hi We use Support Centre Plus for our orders. We are looking for a report on the category "Quote" and incorporating the history for that request. We need to find the last date and time stamp there was an attachment sent back out to the customer. These attachments should not be any signature graphics only excel sheets or PDF files. From this report we need to find out how long the support rep took to respond to the request for a quote. We utilise Microsoft SQL 2012. Thank you for your time. Graeme
Report Sub Accounts
The pick list is empty when running a report on an Account with a Sub Account. I have to manually type in the Sub Account name to run the report. Can you have a list like the accounts? The Account List works fine. When you add an addition filter that is when it is empty. Thanks Tom
Unable to identify Sub-Category parent
While attempting to create an SLA based against a Sub-category item, it appears to be impossible to tell which is the parent. This is a challenge, as I have identically named sub-categories. I need to configure an SLA against a specific subcategory in a specific category. Any thoughts?
Reopened Requests and SLA
How are others dealing with customers' that respond with an Out of Office message, or a 'Thank you' after the request has been closed? Often, what we observe is than an OOO usually happens when setting a request to 'Resolved', and the subsequent 'Closed' notification being sent. Thoughts?
Blank Resolution Time = SLA Overdue?
Morning! We are attempting to address a few SLA issues in our system, and have observed the following problem... Requests w/NO Resolution time appear to be automatically flagged as failing their Resolution SLA. We have configured an SLA in this manner (eg. No Resolution Time) on purpose, as the specific type of work is open-ended / custom work that cannot easily be boxed in for time. Has anyone encountered similar issues?
Configure SLA for a Group
Good Morning! We have a Service group which is responsible for custom and project work. To that end, this work is ongoing, and does not observe our normal 'Incident' SLAs (which another Group does). Where all requests (whether they be Incidents or Custom work) all come into the same business unit it would be very helpful if I could have 'Group' as an SLA criteria. Would love to hear any feedback. Thanks, Matte
Outgoing reply is lost if there is a problem sending the email
If you prepare a reply to a request, click send, and there is a problem sending the email - perhaps the mail server is temporarily unavailable - then the reply is lost. One must remember to click "save draft" each and every time to avoid this possibility, or copy the text to the clipboard before clicking reply . We are encountering this problem regularly due to issues with our email system (periodically there are outgoing email connection problems) and it's frustrating to lose work regularly. When
Add Task_id to Task List view
Task_id is not one of the choices in the Task list screen (My View/Tasks/Show All). My users have requested it.
SupportCentre pages are greatly zoomed in IOS 9, on Ipad
I used to access our SupportCenter application from an ipad and it worked just fine. With IOS 9, the "Login" and "Admin" pages works fine, but other pages appear HUGELY zoomed. I see ONLY the first two tabs, as shown in the image below. I know that SupportCenter has a mobile option (by using the /m option), but I really want to be able to see the "Desktop" version. Appreciate ANY help anyone can provide. LR
Product Serial Numbers
Hi There, I'd like to propose an idea relating to products being attached to accounts. When you attach a product, it would be great if you could add a serial number of said product (e.g. if its hardware) without needing to add a custom field to the product and adding 100's of the exact same products to the database. Thanks Daniel
Customised Notification Templates
Hi All, I'd like to see if anyone else would like to be able to create customised notification templates (especially the notify customer when request is logged) based on the request category. Thanks Daniel
[SUPPORTCENTERPLUS] error when changing tech signature
Hello, We have supportcenter 8005 with postgresql database. Last week we did a change : coming from mysql supportcenter 7946, change to postgresql, then upgrade to 8005. With you, we had to ignore in restoreData.bat the table sduserprofile. All is ok for now, except one thing : A support tech can't change anything in its profile : in "Preferences", we can't change language, or change the signature. Error message is : Error while processing the request. Try Home Page. In the serveout log file we see
[SUPPORTCENTERPLUS] optimize Postgresql
Hi, We are running SUPPORTCENTERPLUS 8005 with Postgresql. We used to have MySQL optimization, as seen in : https://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html#r MySQL Tuning Do you have the same for Postgresql ? Can we use postgres cli command to vacuum and reindex without any problem ? Best regards.
Scheduled Reports - No report if no data
How about an option in Scheduled Reports if the output data is zero then no report is sent? I've got a closed support requests review report that I get every morning. However on the weekend there are no closed requests since we are closed and don't allow customers into the web portal. I get two reports every weekend that do not have any data.
Add an SLA to Multiple Support Plans
Good Morning! It would be wonderful if we could apply multiple SLAs (eg. for different products for example) to multiple Support Plans. In this way, I could have overall Incident-based SLAs, plus special ones (eg. a unique product with different SLA rules).
Report tab missing
Hi All, I was playing around on the preferences settings an d later found the reports tab is missing. Appreciate your help to get the tab back. Thank you in advance.
Using API from another domain
Hi, I want to use the SupportCenter+ API for updating requests using jQuery AJAX calls from our intranet server. However, I get messages such as No 'Access-Control-Allow-Origin' header is present on the requested resource. Origin 'http://subdomain.mycompany.com' is therefore not allowed access. I have read that to allow cross-domain ajax calls, it is required to add <IfModule mod_headers.c> Header add Access-Control-Allow-Origin: "http://subdomain.mycompany.com" </IfModule> to the .htaccess
mail fetching service crash - urgency HIGH
Hello, We are running SupportCenterPlus 7.9.0 Build Number version 7941, on Windows 2008 R2 and MySQL. The mailfetchingschedule stops at any time since yesterday. After checking, we see in the Global Settings : Mail Fetching status : RUNNING …but the is no emails taken. In the schedule activities, we see it is frozen. We do a Stop and Start Fetching and after we have the next screen : The schedule is now « null ». Our system is critical, and the only solution is to reboot the server. We had incident
Remove Product Type Error
I am just in process of evaluating this software. There are two items that are so far a road block; 1.) When I go into Admin - Account Settings - Product Type, and attempt to delete I get the error "FAILURE : ProductType is being used by a module. Hence cannot delete it " . We offer primarily a service, so we would need to heavily edit Products and remove entries, 2.) When creating a New Request, under "Product" are sub items that definitely need to be removed. While I can edit the name of Product
My Views (filtered according my needs)
Is it possibly to put the views created by me in the top of the List? Putting them in the end of the list we need to scroll down the left pane to select the view. ---------------------------------------------------------------------------------------------------- I found the answer. We can reorder the views :)
Multiple agents editing the same request
Hi, Is there a way to prevent more than one agent to work on the same request at the same time? I have tested by logging in as two different agents (using two different browsers on the same PC) editing the same request and had no warning whatsoever. Changes made by one agent were only seen by the other agent after the request was refreshed / looked up / edited again. It's worrying as this could potentially trigger two (or more) different emails to a customer notifying them of the same request being
Hotfix 8005 released
Dear Customers, Today we have released the service pack 8005. Here is the link to download the service pack https://www.manageengine.com/products/support-center/service-packs.html Please find the list of issues fixed and the new features in this release from the below link https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8005 Regards, Arun SupportCenter Plus
Mail Fetch Stops
Hi Need some assistance here, for one or other reason my mail fetch seems to stop at random. Will fetch about 10 mails and then stops at certain mails, can not pin point any reason why. Please advise?
Forward function not working
Hello, We have two BU's set up, on one of them the Forward function works as intended. However on the other business unit, when pressing the Forward button it doesn't include the text from the mail I am trying to Forward.
[SUPPORTCENTERPLUS] change database from MySQL 4 to PostgreSQL 9
Hello, Is there a way to migrate from our actual Supportcenterplus ' MySQL to PostgreSQL ? On a windows, we tried with the 'changeDBServer.bat, without any success. No solution found on the forum or in FAQ. Waiting for your reply. Thank you.
How to report the actual time spent on a ticket?
Hello! I would like to report the actual time spent on a ticket, but I cannot find a suitable reportable item. This is what I mean by "actual time spent": The sum of all time periods that the ticket was "in progress"; that is the time between ticket creation and resolution, but minus the "on hold" time. The "elapsed time" is the total time between creation and resolution including on hold time. The "time spent" is only the time entries made in the "time entry" tab. Both are not what I need. Is there
Feature Request: Notify Support Reps if unassigned ticket is updated by contact
I've asked for this feature request more than once, but here we go again... Please, please, please, add an option to notify support reps if an unassigned support request has been updated or changed in any way, shape or manner. So if the contact updates the ticket, tell us. If the contact adds a note to the ticket, tells us. If a support rep replies to the ticket (but did not pick up the ticket), tells us. If a support rep goes into the unassigned email and edits the ticket (i.e. changes it to
WhatsApp
Hi, People like to communicatie in different ways, e-mail, telephone etc. One of the new ways is Whatsapp, no whatsapp web is there is it possible to connect whatsapp into SCP? Jef
Summary Type Stopped working with 8004
When I run my reports I have Tim Spent and Amount. They are no longer working. I use to have a Summary Report line at the end of the report that added both the columns. But now it is gone? Thanks Tom
MySQL version no longer supported.
G'day, as 4.1.18pro is no longer supported by MySQL. http://www.mysql.com/about/legal/lifecycle/ Can you advise how we can upgrade to 5.1x Rgds Ben
Migrate from postgresql to MSSQL
I have support center installed with all of the default options which installed on postgresql. I would like to move that data and database to a full instance of MS SQL on a different server. Can you please give me any directions on this. thanks, Eric Ray
Remote Authentication Error
Hi Support, We have Activated Remote Authentication. We have done with Sign-In operation. We have sent required parameters for Sign-In operation. But when we redirected to Zoho after Sign-In with required parameters, we get following error. Please check screen shot.
"Need Help" Cannot Restore Dbase, Running MySQL
Had server issues, Re-Installed SCP back to the current rev level, When I try to restore from the backup file, it runs for 5 minutes than stops? Tom
Query for custom report
Hi, I would like some assistance on creating a query to add the history of requests to a custom summary report. Can someone help me please? Many thanks. Pierugo Mazzaccheri
JIRA Integration
Hey Hey! Is there any chance that SC+ has an integration with JIRA beyond one-way API? I'd like to be able to have a tight integration (eg. Defect tracking/Dev feedback etc).
Business Rules don't seem to work if they are in the body
Hi SC, We have some Business Rules that have been set up in upper and lower casing to cover all eventualities and if the words appear within the subject heading it works fine. If you add the same rules to the body of the email and the words are present the rules don't take? Any ideas please, does anyone else experience this issue we are on 8002 but can't see anything in the release notes for anything up to 8004 that seems to resolve this issue. Regards Rich
Duplicate request
Dear support team I have a prolblem about mail fetching : - I set up mail account scp@domain.com for mail server in global settings - I set up 2 Unit (MIS and Finance) with related mail mis@domain.com and finance@domain.com. Both mail account forward to scp@domain.com - When an email sent to both mis and finance (or sent to one mail and Cc to other), there are 2 same requests have been made in each Unit (total 4 requests in 2 Unit) Can you help me to solve this problem Thank you
Report - Cumulative time spent on a request
How can I create a report that will give me a total of time spent on a request? Each report I try to create will give me individual lines for each time entry on each request so there are multiple lines per request. I need to have a report that has one line for each request that is a sum of the time spent. Is this possible? Thanks Theresa
Notes only plain text
Currently Request Notes only accept plain text. Could these turned into rich text so that formatting and images could be used?
Auto Assign Followers
Is there a way to auto assign a Follower when a request comes in?
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