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 ?
experts are not edited and customers
We decided to try before they buy, and are faced with a problem. it is impossible to edit User and Related Settings - Support Reps there is nothing, just a blank page. You can create a new specialist, but can't edit. Customer same situation
Linking Various Tickets
Hi, I am not sure if this can be done, but I would like to look at linking various support tickets, but in a certain way to track project work raised within Supportcentre ...please see example below
Laguage
Hello Dear I want do change your programming language to my language, please tell me what file should be edited. Also my language is Persian and is right to left languages and part of UTF-8 unicode language Regards
8.0 Dashboards
After updating, the dashboards we have been using were gone. I created a new dashboard for each business group and saved them. When moving from one business group to the other the new dashboards are no longer available. The drop down shows new dashboard, but I cannot select the saved dashboard. Later I am working on a new dashboard and can see the ones just created.
Business Unit & Group Incoming Email
I set up BU in SCP with incoming mail is: scp@support.com and two groups IT & Finance with incoming mail: it@support.com and finance@support.com. I want to ask if user send mail for both email ID (scp & it or it & finance), which group that request assigned
How to retrieve the ID of the last reply
Hello, I am using ManageEngine Support center plus API to manage requests through a C# project. I need to retrieve the conversation ID from a request. When I use the "getConversations" API method, it only gives the ID of the first reply to the request, whereas what I need to retrieve is the ID of the last reply. Is there any way to do that ? Any help is much appreciated.
Adjust Report Format
Is there a way to modify the columns in the reports, ie. make some larger and some smaller in width? Thanks Tom
Is it possible to unassign a request through API ?
Hello, I am using ManageEngine Support center plus API to manage requests through a C# project. I am trying to assign and reassign requests, so basically changing supportReps within the same group and sometimes from one group to another. To do this I am using the "updateRequest" API operation., So here's an example of what I want to do: I have a request R. It is currently assigned to group G1 and supportRep S1. I want to assign it to a group G2 and leave supportRep empty. For this reasons,
SupportCenterplus 8.0 Released
Dear Users, We are glad to announce the new version of SupportCenter Plus - SupportCenter Plus 8.0, which comes with new features and lots of bug fixes. Customers can download the hot-fix from the below link https://www.manageengine.com/products/support-center/service-packs.html The list of new features and issues fixed is available in the below read me link. https://supportcenter.wiki.zoho.com/ReadMe-V3.html Regards, Siddik
Search
For a period of time the search functions have not been working properly. Trying to search on a name and while the ticket may come up, the contact will not come up. Sometimes nothing will come up. This includes searches by name, email, or phone number. If you try to search in Contacts the name will not come up either. Sometimes the best luck has been to go to requests tab and search from there and then the odds are better that you can find this contact. We have found re-indexing has helped,
Custom field mandatory dependency
Hi, Is there a way to set a custom field to be mandatory depending on the value set on another field? For example if Field A = Y then Field B becomes mandatory and users have to set a value for it. Cheers, Roy
Firefox 39 and SupportCenter not working
This morning I got the firefox 39 update and we can no longer access SupportCenter with Firefox. We use SSL only and it appears that Firefox has disabled RC4 which is still used by Supportcenter. Has anyone else had this problem and what is the fix?
How to paste a picture into solution
Hi Team I use SCP in 3 years and I installed a new server for a new project. how possible to paste any picture into Solution screen? it is too hard to prepare solution without picture in guides I think html does not support to paste into screen Thanks.
Change Home Page view
Can you change your Home Page view? e.g. I would like to bring the Task section more to the top of the page... Cheers Cathy
Reports by Account Manager
I need to run reports that show daily volume of Requests Updated daily. I need to see work volume. It only allows for Last Updated, so the daily numbers historically are wrong. For example: They may update a Request 3 times in a week and I need to see on a weekly report each of those updates.
Send email notification to more than one support rep
Hi, We have the following issue: When one of our support reps is unavailable (vacation, illness, etc.), we need to keep track of his tickets, in particular we need to know when there is a reply to his tickets. What we would ideally want is: I would like to be able to configure that email notifications (such as "There is a reply to ID xxx", "ID xxx has been reopened") are send to the assigned support rep plus an additonal support rep. This is apparently not possible in SupportCenter Plus, or is it?
Error when attach file
Dear support team When Support.Rep reply request and attach file but the system notice "not able to upload file". Please help me this case Thansk
Error when sending a response to a request using the API call "sendReply"
Hello, I am using this ManageEngine Support center plus API to manage requests through a C# project. I am following this link below for documentation. https://www.manageengine.com/products/support-center/help/adminguide/index.html The problem I am facing is that when I try to reply to a request, using the "sendReply" API call, I get the following error message :" The API has been changed for this feature. Please update your app." How do I get the updated version of this feature ? and Is there
Implementation Plan for SupportCenter
I recently purchased SupportCenter Plus and am intending to implement it within 2 months. Is there any documentation (besides the install or admin guide) that would provide some kind of guide for implementing the tool?
Total time spent in "Requests by technician" Report
Hello there, Can I change the value results in field "total time spent" to be showed in "days" intead of "hours" as is now? I really appreciate any help you can provide. Carlos Santos
there's a problem when i try to run with linux boot
This is normaly run on terminal like this - Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 28 days Unclean shutdown of previous run. ServerContainer [CREATED] AdventNetCC [CREATED] and this is when i try to autorun with /etc/rc.local su - service -c "nohup /service/ManageEngine/SupportCenter/bin/run.sh -S >> /home/service/rc.local.log &" Server is starting. This may take a couple
Problem when import support user
At the beginning, I created support users manually with name, email and assign to groups.Yesterday, I imported user from AD, users still in group but can't view request before importing. How can support user view the older requests (I set up user only view request assigned to him) Thanks
Support Center Plus and SQL - Installation Documentation
I'm doing an evaluation of Support Center Plus and I was using POSTGRESQL but i want to re-install the whole package and point it to our in house MS SQL Servers for testing. Is there any documentation for this ? I cannot seem to find any. Thanks Rich
[Request] Make show sub account name, when compose new request
Dear, sir. Please make sure to show the sub account name, when we compose new request. We only can see Account name, you know. It is so uncomportable and this issue is urgent for us. Thanks KCSONG.
User Account Mistakenly Deleted
Hello, There was an account that was mistakenly deleted. The account was added back, and the tickets were reassigned. However, the individual does not show any tickets within any views specific to their dashboard/home page. When they click on My pending tickets, My Open tickets, My closed resolved tickets, etc...there are zero tickets in his view. Any assistance would be helpful. Respectfully, SA
Report Graph shows "Other"
I can not find what this is representing in my report. All of my tickets have the SubCategory poplulated. My other SubCategories are showing. Any Ideas?
Delete Inactive Accounts
Hi all, New to SCP, hit an issue that I can't find a solution for in the guides or here on the forums. How do you delete an Inactive Accounts? It seems like such a simple action, but I select an Inactive account, select delete and it just says, "SUCCESS : Account successfully marked as Inactive". Regards Peter
SupportCenter URL redirect
Hello, I have setup SCP 7944 on SCPSrv.domain.com -server with support.domain.com as and alias in DNS. I have also setup HTTPS and certificates (support.domain.com) witch work OK. Platform: Windows Server 2008 R2 & MS SQL 2008 R2 SP2 Express Edition. I still have a few questions about URL & redirections in SupportCenter Plus. 1. How can I redirect http://support.domain.com to https://support.domain.com? 2. How can I redirect https://support.domain.com to the Customer Portal? - e.g. https://support.domain.com/portal
Creating reports against the SLA
I would like to create a report that tells me if I meet or exceeded the various SLA values, on a per case basis, during a one month period. I don't seem to be able to access this criteria on the Report screen. Can anyone make a suggestion? Thanks.
Mandatory field checking when individual fields are being edited
Hi, We've found a possible functionality hole which we'd appreciate being reviewed and potentially updated by yourselves if it's not already possible to achieve with the current product. We're using SC+ 7936 on MSSQL 2012 and Windows 2008R2. We've recently discovered that, whilst we have a number of Mandatory incident properties set in our system, these can effectively be bypassed when Support Reps use the inline field-by-field editing feature. When this is done, SC+ allows users to change
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