Displaying emails from Global Address List when emailing
Hi Guys, We are looking to use the system for our 800 approx employees (as contacts), however in addition to our employee list, we also have around 5,000 email accounts across other govt. departments that we could email. As they're not loaded into the system as 'contacts' I've noticed that the email address doesn't appear when starting to type it. Is there a way that we can link to the government global address list that's avialable to us in MS Outlook and that will then display all of the emails?
Customizing Templates
Is there a way to customize templates more specifically? For example, can I: Rename the tabs already out there ("Request Details," "Contact Details"), etc.? Create new tabs Hide some fields (specifically in the contact section we don't need account, twitter, or mobile) We're just trying to create a clean template (hide all fields we won't/don't use), and create headers that make more sense internally.
Archiving
Is there an option for automatic archiving? EC
SupportCenter + Active Directory Authentication for Contacts
I am needing to utilize AD authentication for my contacts that use the Self-Service portal. Is this a function of SupportCenter +? I already employ AD for our technicians.
cc sender email in forwarding requests
Hi Team, I noticed there is an option to cc the outgoing/sender email when replying to a request. Is it possible to also use this function when forwarding requests? We would like a copy of all emails stored in our exchange mailbox and we currently use a relay server so the emails aren't stored unless cc'd. Ta Jami
Duplicate Contacts
Hi Guys, I have just imported my contacts into SCP and found that there's duplicates in there, even though there's no difference in the import lists. These contacts have exactly the same information including same email address. Can you please advise how I can reconcile these in bulk or delete/remove the duplicates? Do you also know why this might be happening? Thanks, Jami
SupportCenter Plus - Delete backup file
Hi We have schedule full backup every week and causing disk full. Is it safe to delete the oldest backup files like for 2014? So in the even of SCP failure or corrupted, I can use the latest backup file? Or we need all of them for restoration? Thanks
How does merging work?
Hi Guys, I'm just wondering if you can advise how the merge function works? What I mean by this is that I know how to merge tickets, but what business rules/logic does SCP use to identify which ticket should be merged and which ticket should remain as the parent? Is this always the oldest ticket remains as the parent? Ta Jami
One product
Hi, When adding a request for a customer i can add only one product. So if someone request a pc with a mouse and a keyboard is must make 3 tickets? Handy? or is there a solution?
Additional Costs in Time Entry Screen
I am trying to figure out how to add mileage into the system for each of my clients. If I am on Site I need to add Example: 104 (Miles to and from Site) X 0.55 per mile = 87.45 for a Trip charge. So I spend 2 hours at 100.00 per Hour = 200.00 Plus Mileage = $287.45 for that Time Entry. How can I accomplish this? I need to assign mileage and costs to each client? Thanks TomS
SCP-Server fails to start-up
Hi, My staff encountered an issue at first where they were unable to open logged requests. Thereafter, nothing on SCP loaded, i.e the browser just displayed an empty white page. I attempted to perform an update from version 7939 to 7944. After the update failed I was unable to start-up the SCP-Server. The load operation begins and terminates shortly after. Please assist.
Search not return any results
Search not return any results. Hi. I need a help with a problem with the search of requests on SupportCenter Plus. When i try do the search, neither one register is returned. I executed the file indexdata.bat, but i received a error message following: Microsoft Windows [Version 6.3.9600] (c) 2013 Microsoft Corporation. All rights reserved. C:\Windows\system32>cd \ManageEngine C:\ManageEngine>cd SupportCenter C:\ManageEngine\SupportCenter>cd bin C:\ManageEngine\SupportCenter\bin>indexdata.bat request
Evaluation Questions
Hi Team, We are currently testing and evaluating SCP for purchase, and have a couple of queries regarding the functionality. I've noticed that the spam rules are at global level, and they don't allow for 'AND' statements within the same rule. Is this going to be enhanced (such as for business rules - which allow each rule to have an AND/OR function'? In testing the product, the Canned Responses allows for the 'Contact Name' variable to be added, however this provides the contact person's full name.
FREAK/POODLE Vulnerability
I sent three or so emails to support (Ticket ID 7230970) and never got a reply so I did some Google'n to figure out how to downgrade the SSL version and disable compromised ciphers. Putting it out on this forum for those who need assistance. Both edits take place on the connector tag and is located in the server.xml file. This allowed me to raise our "F for failure" on SSL tests to a "B". Do note your downgrading your SSL TLS version so you wont be running the latest but you're not compromised
Archived Conversation and Notification Table
Hello I am looking for the following archived requests tables: arc_conversationdescription arc_notificationtodescription arc_workordertodescription Where can I find the conversations and notifications of the archived requests? Thanks & regards Raphi
Bcc'd emails not being directed to correct business unit
Hi Guys, We have the multiple business unit turned on and emails that are being bcc'd to one email address are ending up in the business unit of another business unit. It works fine for To and Cc emails. Can you please advise how we fix this? Ta Jami
Turn off switching business units when customer portal is disabled
Hi There, We've noticed that when an employee is listed as a support rep in one business unit, but a contact in another, they receive a dropdown at the top of their page that allows them to swap business units. This appears even when the customer portal is disabled, and allows the users to switch portals, but presents them with an error screen. Is it possible to hide the ability to switch to a portal that a user is a 'contact' for, when the customer portal function is disabled. Ta Jami
Error accessing support portal as support rep when also a contact
Hi Guys, I'm having a few issues with the contacts list and accessing the portal (support rep) when I've also got a contact email account. The situation is that we're using SCP for an internal / employee ticketing system. This means that we are all listed in the system as 'Contacts' as we are employees / contacts and are required to log jobs with relevant work units using the system. There are also 50 of us that are are also 'Support Reps' in our respective business units (HR Services, Finance, Web
IE11 - Cannot merge tickets or Delete 'draft' reply
Hi Guys, I have an issue with IE11 where I can't do the following: I can't seem to merge tickets. When I select the tikets and click Actions > Merge, nothing is happening. I'm not getting the popup to confirm to merge them. My popups aren't blocked either. I have a draft email in the ticket details and when I click on 'Delete' nothing is happening. Both of these are working successfully in Chrome. Can you please investigate and advise? Ta Jami
How do I setup a business rule for calendar invitiations
Hi Guys, Is there an easy way I can setup a business rule to not log calendar invitations/acceptances? Ta Jami
Attach an old ticket to a reply
Hi Is it possible to attach an old ticket to a reply of a new ticket? Regards Graeme
Support Center Plus Get Archived Requests to Appear in Summary Reports
Is there a way to get requests that have archived due to age to show up in annual summary reports? Is there a way to turn off the archive functionality, and/or revert a request from an archive back to an active? Thanks in advance for any help. Your Version : 7.9.0 Build Number 7939
Wrong Reply email address
Hi, I have Support Center Plus installed with three Business Units, I configure the Incoming mail server with an account named supportcenter@***.org, in the Business Unit in the Mail configuration I added the incoming mail address = ITsupport@***.org and in Reply-to-Adreess = ITsupport@***.org, When a representative make a reply int the Request the from mail address shows ITsupport@***.org, but when the user open his email the from email address was changed to supportcenter@***.org, if the user reply
Hotfix 7944 released
Dear Customer, Today we have released our new hotfix 7944. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Features and issues fixed in this release as follows Features/Enhancements : Sl.No Feature ID Description 1 11051 User Roles - Advanced Permissions provided for Activities (Tasks & Events) module, Request Reply, Forward, Notes, Canned Responses, Products, Query Reports and Scheduled Reports Issues Fixed : Sl.No
Forward ticket to another group
Hi Is it possible to forward a ticket to another group within SCP? I understand the duplicate ticket function. Is duplicating the correct method instead of forwarding? Is it possible to create a group for emails as in Outlook? Regards Graeme
Solution sharing improvment
Hi, At the moment the way of sharing a solution is by creating a topic template, assigning the template to an account and assigning a solution to a topic. The causes limitations when you need to share solution with a specific group of people that are in different account. Because all contacts in an account can see all topics/solutions in the template assigned to that account, but we regularly that should not be available to all users within that account. For example. We have subsidiary locations
Link solutions to multiple business units
Hi, We have some solutions that are valid for multiple BU's. At the moment we create solution in all the appropriate BU's but when the solution is updated in one BU it will need to be manually updated in all the other BU's. And if we have attachments in a solution the attachment will be saved multiple times for the BU's I would like to know if it is possible to link (or copy) solutions to multiple BU's. Best regards, Allistair
Adjust Query
Hi, How can the below query be edited to filter by contact? Thanks SSELECT wof.UDF_CHAR2 "Reporting Category",wo.WORKORDERID "Request ID",cd.CATEGORYNAME "Category",scd.NAME "Sub Category",icd.NAME "Category Item",wof.UDF_CHAR3 "Customer Email",wod.FULLDESCRIPTION "Description",rrs.RESOLUTION "Resolution",pd.PRIORITYNAME "Priority",lvd.LEVELNAME "Level",sla.SLANAME "SLA" FROM WorkOrder wo LEFT JOIN SLADefinition sla ON wo.SLAID=sla.SLAID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
Report Error - Unable to run any report
I am not able to run any reports in the system today, but I was able to run just fine last week. I get the following error: "Error while processing the request. Try Home Page" and this error occurs with every report. Please advise on what I should do to resolve this issue. Build number 7931
Can I synchronise my Contacts import?
Hi Arun and team, I have a few questions about the contacts and importer that I'm hoping you can answer. To give you some background, we are looking to use SCP for an internal employee helpdesk tool. I realise SDP is more internally focussed, but our work units are customer service based - not IT based, and independence of the business unit features work fantastically for us. I am however trying to better understand the 'Contacts' module. We would like to import our employee's into this module and
IE 11 Problems
Hi, We have been having some problem with users that are using Windows 8.1 with Internet explorer 11 when inserting solution or canned response, always result in empty document in editor. Is this known issue and if so will there be a possible fix available any time in the near future ? Reproduce 1. Open request 2. Click on reply 3. select "Insert canned response" and select a response This result in the editor getting an empty value(nothing) and my guess is that this is a JavaScript issue :) Best
My local language is not suported, but...is easy to transate by myself?
Hi from the sunny spain to anybody out there! Evaluating SupportCenterPlus I'm in a doubt about internalization options. I've seen spanish is one of the supported languages, but here we speak another local language similar to "catalan". I was wondering about the possibility to translate by myself language support files so I'll be able to get this language ONLY for customer portal. Just as an example, other internationalized software provide language suport files (in .po format or similar) so you
Public solution doesn't work in client portal
Hello, We are facing some issues with our client portal. The public solutions are not visible in our client portal after login as a customer (account). What could be the case in this issue? Regards, Richard Baltus
Is it possible to set the group when assigning a ticket?
Hi Team I've just been trialing SCP and I have a business rule setup that when a request is edited and assigned to certain support reps, the group is also assigned. However I noticed that when I use the select and assign from the list of requests, the business rule doesn't work. It does work when I select the requests > click edit > and assign to support reps from there. Do you know how it can be setup to auto assign to a group when a request is assigned from the requests list without going specifically
Removal of 'Twitter'
Hi Arun I'm just wondering how I can remove 'Twitter' as a 'Mode' in the Requests and from the Contacts record (i.e. in the contacts module - not in the request / request template) Thanks Jami
How can I change the operational hours
Hi Arun, I'm just looking to change the operational hours of a business unit. I've noticed these are in 15min increments. As we work to 4.21pm, is it possible to change the minutes to this time rather than 4.15 or 4.30pm? Ta Jami
Importing additional Contact fields
Hi Arun I've just added an additional contact field for employee number, however this field doesn't appear when I'm importing the contacts via CSV. Are additional fields available through the import process? Ta Jami
Configurable Request ID
Is it possible to configure the request id in SupportCenter Plus. We have a requirement to identify issues by account based on request id for example to have the request id <ACCOUNT>-1 etc.
How to send an email
Hi, What is best practice on how to send an email as a request? Best regards Chris
sql analysis service
I have SupportCenter Plus installed with a SQL DB. I would like to use SQL Analysis Services to create a cube from the data. Is this possible? Can I get a database table layout?
Next Page