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.
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
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
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
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
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
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?
Products
I would love to have product information such as warranty and part numbers at the tip of the agents fingers. I do notice this information can be imported. That is great! But how can an agent see this information. The only thing I can tell it is for the Administrator's eyes but nobody else can see it. Perhaps I am not looking in the right place.
API Time Entry Additional Fields
Hi, I added a custom field and all is good and well when I use the APi to get the time Entries and the field gets retrurned. <response uri="/api/xml/getTimeEntryDetails"> <result> <status>Success</status> <statuscode>200</statuscode> <total> <form name="totalCost">0.0</form> <form name="totalMinutesTakenToResolve">30</form> <form name="totalHoursTakenToResolve">3</form> </total> <timeEntries> <timeentry> <form name="minutesTakenToResolve">30</form>
Managing Issues for Sub-Account
Is it possible for a contact associated with an account which has sub-accounts configured to create an issue for the sub-account? From what I can see it is only possible for this contact to create issues for the "master" account.
Updating a drop down field from an OutLook Macro
I am using a macro in outlook to scrape information from emails, and then post this data in a service ticket on Support Center. I have been able to transfer all data successfully so far except for the support rep. On Support Center the Support Rep field is selected from a drop down menu with particular options, I'm wondering if there is a particular way that drop down field entries need to be made using the macro.
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.
Missing data from the closed requests reports
Kindly why can't find the data of the additional fields for the accounts and sub accounts when generating report for closed requests. Thanks
Show the column for the phone number on the requests tape preview.
How to show the column for the phone number and mobile number on preview tape for the requests
Scheduled request
Hi support team I created some scheduled requests: - 03 daily request at 8:00am - 02 weekly request at every Monday but at the start of day, only one daily request was created and at 8:00am every Monday, only one weekly request is created. I have to run all daily requests and other weekly request manually. Requests have same configuration so I don't know why
View sub account information in the request
Kindly how to view the sub account information in the request rather than the account information Thanks
Importing contact from the outlook
How to Import the contact from the outlook. Thanks
Hotfix 7943 released
Dear Customers, Today we have released our service pack 7943. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Here is the list of features and issue fixes available in this hotfix Features/Enhancements : Sl.No Feature ID Description 1 12523 Dashboards - Widgets "View All" data is maintained per session, even when the widget got refreshed 2 12621 Option to exclude specific email addresses from sending any System Notifications
Error restoring database
I'm migrating the server but I can't restore the backup. It says: "Unable to restore database". The database is in MSSQL. In the old server SupportCenter Plus is still working. Thanks.
Login credentials client portal
Hello, Is it possible to force new contacts to change the automatically generated password after the first login?
Hide fields on Account from users in Customer Portal
We had an account email in because they were concerned over some information that we store on the account record that should not be visible to their employees. The information is account level info that when our support reps are working with the customer, we would ideally want to be visible. Is it possible to prevent Customer portal users from seeing certain account info?
Backup fails because file exceeds maximum ZIP file size
When trying to run a full (not trimmed) backup in preparation for migrating SC+ to a new machine, the backup produces an invalid .data file because it has reached the maximum file size for ZIP file (4,294,967,295 bytes). SC+ build 7936 32-bit running on Windows 2003. How can I overcome this or work around it?
Optimizing performance
I want to enhance performance of SCP, what do I need to do that (such as performance guide of Service Desk Plus)? Thank you
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