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 do I limit the active directory imports?
Hi Guys, I want to import support reps via active directory, but our agency has over 300 employees - I only want to import one person because her profile isn't linked with AD. It seems however when I go to the AD import to do this, I have no option to select one user, only to select the department. I've spoken to our internal IT team and they have advised this needs to be discussed with ME as there is the ability to filter further in their systems. How can I set a query or allow for further filtering
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?
Open links in new window
Hi Guys Is it possible in SCP that we can have all links open in a new window? We have emails that take us to online forms or websites (as it's a web helpdesk) and the links open in the same window. I know we can right click and select > open in new window, but I was hoping this would be a setting in the system that would make the process easier. Ta Jami
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?
Hyperlinks not displaying as text only in SCP v7944
Hi Guys, I've got an issue where emails are being auto logged in SCP and the hyperlinks in the emails are not displaying as links, only as plain text in the body of the SCP ticket. They are displaying perfectly fine in the email itself (in Outlook) however. Please see the screenshot below Can you please advise how this can be resolved? Jami
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
Unable to send mail through SMTP - connection refused
Hello Team, I am having problems setting up the outgoing mail server to successfully send emails through our relay server. I am able to successfully fetch mail with IMAP protocols, but sending is providing me with a connection refused error. We have checked with our Server team and port 25 is open, but I'm receiving a connection refused error. We can also successfully telnet from the host machine to the mail server. I have sent a support file to your support@supportcenterplus.com email address. Can
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
Request Update: Add Category >> Subcategory to business rules
Hi Guys, When creating a business rule that to move a request to a category and subcategory, the subcategory is difficult to determine (if there are multiple) when we don't know the category it belongs to - See screenshot below. Can you please update the dropdown for subcategory to show the category first (e.g. Recruitment >> Processing Action). I believe this is already available in other areas of the system? Thanks Jami
How do I change the font by default
Hi Guys, Can you please advise how I change the email font to default to Verdana size 2? It's currently defaulting to another option.. Ta Jami
When is the next hotfix due?
Hi Guys, Just wondering when the next hotfix might be coming out and what is planned in this release? Ta Jami
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.
Hide Announcements role?
Hi Guys We would like to be able to hide the announcements area. Is this something that may be implemented in the roles in the near future? Ta Jami
Active Directory Custom Filter for Import
Hi Guys, We are using SCP and in importing our AD for Support Reps we've only been able to import everyone in our company. There doesn't appear to be any way of filtering/customising the import to only certain people under a particular department/division. Is there a way this can be done through code or the database and I'll have our DB technician or programmers look into this? Thanks, Jami
Javascript error when assigning ticket to support rep
Hi Guys, I've just had an issue when attempting to assign a ticket to a support rep in my business unit (we're using multiple BU's). The ticket is being assigned from within the request itself - not on the requests list. The steps I've taken are: Open the request Hover over Assign > Click on Assign The assign popup appears Select the support rep Click OK The issue then appears that the popup doesn't disappear - but the request does successfully assign. I've turned on inspect element in Chrome and
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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