E-mail notification for new unregistered user
Hi, I have small problem, I don’t receive e-mail notification as Support Rep when new unregistered user will be ask for login approval. New requests for login approval automatically goes under the Contacts>Registered Contacts but I would like to receive e-mail notification for faster response. Also the first notification that get unregistered users is: Dear $ ContactName, Thank you for registering at our Support Desk. To complete your registration, and to continue on with your request, please click
How to copy my settings
Hi, Is there a way to copy all preferences (Tab display, private views, etc) to all business units at once? Best regards, Allistair
How to stop auto replay if a specific header is presence?
Hello! We work with other companies and they send an email to us when we forward a request to them. And in that case Supportcenter Plus answer that we have accepted their request and then their system answer us and so on... One of our partner have the ability to set the Precedence email-header to 'bulk' or 'list' when auto replaying. Is there any way to pick this up and NOT send an email back to the comapy when the email contains this in the email header? Br Thobbe
Redirect to equivalent mobile page if accessing SC+ on a mobile device
When out-and-about I receive emails with links to requests in SC+. When I follow them, I end up in the desktop website, which is awful on a mobile phone. It would be a far nicer experience if mobile devices were redirected to the mobile site equivalent page. The redirection could either be detected automatically from the device, or you could store a preference in a cookie so that it's a one-off (reversible) choice for people.
[OS Change] Windows to Linux
Good day, Sir. Is it possible to change Operation System of SCP on board ? When you assume that if I using SCP on Windows Server 2003 with MySQL, and want to change OS to Linux, my thought is, 1. Backup data first, 2. and change OS to Linux, 3. install SCP to Linux machine 4. Restore backup data to new SCP on Linux machine. Hmm, Is that possible ? Regards, KCSONG
Script functions
Hi I have SCP 8.0.0 Build Number 8002. Is there a function in your scripts to use wildcards? If the category has multiple options and we only want specific ones to show and these all start with PS or does the script create the new values? Is there a way to reset the First response flag and set the time to the last updated + SLA time? Basically this will occur when the request is moved from one group or BU to another. We would like the First time response to show the new time as the new team need
Notification text format
Hi Is there any way to change the line spacing in the notification text body as it looks to be set at 1.5? Regards Graeme
Auto notification
Hi I have auto notifications enabled but would like to create BU rules to send notifications. Do the notification exeptions also apply to the BU rules? Regards Graeme
Login splash page
Hi, We have just done an update and the login splash page has changed and I am just wondering how I can customize it again to have a diffent look. I have managed to get the log that I want to use to show up the top, but it used to be the whole splash screen
How can I customize support rep portal
I want to customize the Support Rep portal. I have customized the (Admin --> global settings --> Organization Settings) Customer Portal Settings, but I need to apply the same settings to the support reps section. How can I do this? Best regards, Allistair
Unable to install as a service
Good afternoon sir. Recently, I was download SCP trial for the purpose of test(renewal of SERVER(Hardware)), and installed it on the test PC which has Windows7 Home Premium as OS. (I was chose Professional version and postGREsql as a database) But it showed as like the subject of this article, 'Unable to install as a service' and couldn't start server and web client, either. and, strangely, when I opened the Windows 'Service' managing tool, it seems automatically started and worked well. (C:\ManageEngine\SupportCenter\bin\wrapper.exe
SupportCenter Plus Hotfix 8002 release
Dear Customers, Today we have released the hotfix 8002. 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 issues fixed in this release Features/Enhancements : Sl.No Feature ID Description 1 12899 Salesforce CRM Integration - Enables you to import Account & Contact information from Salesforce CRM to SupportCenter Plus with periodic sync options 2 10943 Single user import from Active
Why isn't Status an option in the Business rules?
Why isn't Status an option in the Business rules? I want to create a business rule that moves non-responsive clients ticket with a certain status to a new status but I cannot find where to do that. Any Ideas?
Exception while trying to send notification for the request.
Hi, We get this error message intermittently during the day "Exception while trying to send notification for the request" 99% of the other email notifications are working fine SD+ Version : 6.0.0 Build Number : 6012 Please advise
cannot login with ad account and iphone app 1.4
Hello We are using supportcenter plus professional edition. and would like to use the iphone/ios app. We however cannot login to the app using Active Directory credentials. using supportcenter plus version 7.9.0 build 7929 and app version 1.4. I found some old posts about this issue but no solutions. Is therre a solution for this by now? Best Regards,
ssl_error_weak_server_ephemeral_dh_key Firefox v.40.0.2
portal connection on port 443 (SSL) with Firefox v.40.0.2 gives me the following error ssl_error_weak_server_ephemeral_dh_key Is there a solution or work-around regarding this issue?
Firefox/Chrome doesnt supports sslv3 protocol
Hi, The latest Firefox/Chrome doesn't supports sslv3 protocol and the below procedures will provide the details of enabling it, 1. Please edit the server.xml file from [SCP_Home]/server/default/deploy/jbossweb-tomcat50.sar/ and add the below highlighted entries in the server.xml file <Connector address="${jboss.bind.address}" clientAuth="false" keystoreFile="${jboss.server.home.dir}/conf/scp.keystore" keystorePass="scpsecured" maxSpareThreads="15" maxThreads="100" minSpareThreads="5" port="443"
Is Mail fetching running as a Windows services?
I like to monitor when Mail fetching stopped ,so I can get alert about it. SC+ is running on Windows. Is it running as a Windows service?
Support Rep group mail
Hi, I would like to know if it is possible to add a feature that enables me to send an email to, a group of, or all support rep's, regardless of the business unit. For example, Add an "E-mail" button in "Global Setting --> Support Reps". When I click the button, a screen pop's up that lets me send an email to all selected support reps. I would like to use the feature to send emails about maintenance schedules of the server, up coming updates, changes in SCP, etc. Best regards, Allistair
Scheduled Reports
Hi, Every month we run a scheduled report for all our accounts, and then mail the report the the primary contact for that account. But some times, when we have not done any work for an account, SCP sends an empty report (se below) Is it possible to setup SCP to not send the report if there is no data to generate the report? Best regards, Allistair
Additional field linking to a PDF on a network share
I have 3000 or so accounts and for those accounts. When a request comes in for one of the accounts that has to be escalated the tech uses 1 of 10 pdfs on a share to determine how to escalate the request. Currently they just look at the names on the pdfs on the share and decide, but I would like to add an additional field with the URL. I can do this but it doesn't show as a hyperlink. Is there a way to make this a hyperlink or a better way to do this all together? thanks, Eric
support center some questions
hi, we recently started using support center as helpdesk system,, we have some questions · Hold ticket resolution filed o We can put ticket to hold but without comment to explain why, how we can add comments when put ticket in hold status? · Customize resolution filed o When we close the ticket we can only add resolution in text box, if possible we can some fields like RCA, reference, steps , ETC · SAL response time filed needed o In SLA we need to add another section
Request Deleted through API
Hi, It seems that requests deleted with the rest API´s do not get moved to the recycle bin(trash) This is at least in build 7943 is this a know issue and possibly fixed in later versions ? Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for SCP : http://www.vlink.is/scp V-Technician for SDP : http://www.vlink.is/sdp
Suggestion: Notification supression
is it possible to suggest a tick box in the options that will allow a user (perhaps on a per-user basis, perhaps globally) to supress the notifications that tell you an email has been sent ? When you reply to a user about a support request, you get the little screen up saying that the email has been sent. When you send lots of these, they get annoying, and the extra click can be a pain. We would like to only be told if the email WASNT sent ok, otherwise, we can assume it WAS sent ok, and not have
Permission Account and Contact
Hi ME Team, I raise a feature request a couple of years ago regarding Role permission I see in the new version you have extended the functionality but unfortunately our requirement was not part of your implementation We need the ability to limit a support Rep. to only be able to create a contact but not an account because Accounts are being imported from the ERP system and maintained their once a month reports are generated and imported into the ERP system ! Because support reps. accidentally
Put the request number in the page/browser tab title (includes workaround)
The page/tab title defaults to whatever the helpdesk has been named. If you have multiple tabs open, for instance when researching multiple issues or meeting with a customer to review issues, it's hard to find the appropriate case. It would be extremely useful for the tab title to have the request ID at the start. We rolled our own version using GreaseMonkey/TamperMonkey. This script replaces the tab title with the case number where available To deploy 1. Install GreaseMoney (Firefox) or TamperMonkey
A MySQL query to return Closed calls without a notification
Hi Supportcenter team, We use a MySQL query you gave us previously to retrieve the status of calls, including closed calls. This doesn't appear to bring back the closed calls that are closed without sending a close notification as the query we use checks on the last entry for the call showed as Notification sent call closed. Is there a query you can provide please that will allow us to get the last entry within a request to be "Call Closed without Notification" Many thanks Rich
Add information from a field to the subject line
Hi, Once a field has been populated in a template, I would like that information to be added to the subject line automatically. e.g. A ticket is raised, with the basic information, a request is sent to a third party company (this is not done straight away, it may be a few days later just depends if the issue needs to be raised with the third party company) upon which they will reply to which will then include there ticketing system number, that number is manually added to the required field by
SupportCenter Plus Hotfix 8001 release
Dear Customers, Hotfix 8001 released today. Here is the link to download the hotfix https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features and issues fixed in this release Features/Enhancements : Sl.No Feature ID Description 1 12797 API keys can be generated from the Preferences link 2 12839 Cc recipients in the request is termed as Followers. Users can add them as followers with their names and emails to get the request notifications from the
How do I hide the 'time' from a date/time field
Hi there, I would like some of the date/time fields to be just date fields. Can you please advise how I can hide the 'time' part of this? This also applies to the request - additional fields as well Thanks, Jami
Is the SCP username / password database encrypted?
Our auditors are requesting information on how usernames and passwords are protected in SCP. I assume this request is based on the number of recent data breaches that have been occurring. Specifically - are the user names and passwords encrypted, and if so - what type of encryption and hashing / salting is used. Thanks dcc
Customise the yellow "summary" box in the Request screen?
Hi, I am looking for a way to flag VIP users in the system. I was wondering is it possible to edit the fields that are displayed in the yellow "summary" box in the request screen so that I can add the "user type" field? Thanks in advance. Ruth
Difference between visions
Hello, I got a problem. The form fields are showed full filled only in "User vision". for support team members the fields are blank as show ed in the pictures User vision: Support team member vision:
Report Support Rep query
Hi all, I've been trying to get this down pat and can't quite grasp it - I'd like to run a report which will provide me with a listing of the support reps, their number of opened and closed tickets for the month and there total number of tickets remaining open at the time of the report. Any assistance would be greatly appreciated :-) Cheers!
Report query average timespent on request
Hi I am using SQL 2008 R2 as our SCP DB. I have a SQL query working in SQL but not in SCP. Here is the SQL query. select GroupName , Count ( WorkID ) "No. of Tickets" , ( select CONVERT ( varchar , DATEADD ( ms , AVG ( ElapsedTime ), 0 ), 108 )) "Average Elapsed Time" From ( SELECT queue . QUEUENAME "GroupName" , wo . WORKORDERID "WorkID" , wo . TIMESPENTONREQ "ElapsedTime" , wo . COMPLETEDTIME "Completed Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo . WORKORDERID = wos . WORKORDERID
Change in $Description Field with v.8.0.0
I just upgraded to version 8.0.0 and am very irritated to see that the $Description field has changed, again, in the notifications. I used that field in the notification to the Support Rep when a contact replies to ticket. Before the upgrade the field would contain the latest correspondence from the user, so you could actually see what they replied with. Now it just shows the content of the original ticket, and not the email that just came in. This has happened before and is exceedingly frustrating
additional request field
I have added an additional multi-line field to my setup and added it to my template. Is it possible to make the field bigger than it is by default? Thanks, Eric
SCP Notification: Warning :Lucene Thread Stops
Hi We've SCP Build 7933 and after having an accidental restart of the running Windows Server, system started to send periodic emails with subject " SCP Notification: Warning :Lucene Thread Stops " and content as below: Product Name : C2E Helpdesk Build No. : 7933 System Error Notification Indexing (Lucene Thread ) is not running. Please delete the database entry (Task_Input entry) and restart the server to solve the problem Mail your Queries at supportcenterplus-support@manageengine.com Any idea
Always show BCC recipient field when replying to (or forwarding) request
We are running 7.9.0 build 7916 of SupportCenter Plus. When we reply to or forward a request, we usually include BCC recipients in our office. This means that each time that we reply or forward, we have to click the BCC link to show the BCC field. Is there any way to change the default template for replies/forwards to always show the BCC field? Thanks - Annette
Deployment of SSL certificate on Centos
How to deploy SSL certificate on Centos ? At present SCP is running on windows platform & now we are migrating on centos. When we restore windowns backup on centos, it will be restore SSL certificate too ?
Next Page