Can't send email when replying to ticket
I have email fetching set up, and it grabs the emails. If I make a ticket internally then I can reply but if the email comes from the outside of our organization, it will create a ticket and when I go to reply to the ticket by clicking reply, and putting in the customers email into the "to" field it says the notification send failed . what do i need to do to get the email sending fixed Thank You
Bug - SCP has hardcoded http:// reference
SC+ loads the scpdetails.js file used by the Help > About dialog using a hardcoded http url. If you are running SC+ over https, browsers will not load a mixture of secure and insecure content, so the request to load the file is blocked by the browser. e.g Chrome reports the following on the console: Mixed Content: The page at 'https://XXXXXXXXXXX.com/Support.do' was loaded over HTTPS, but requested an insecure script 'http://www.manageengine.com/products/support-center/scripts/scpdetails.js'. This
How do I delete mistooked backup list?
Dear, How do I delete failed secheduled backup list like belows? I can't delete those. Thanks. KCSONG
Status closed
Hi, I would like that support reps can only use status : open, resolved and on hold. I would like that support reps can't change status on closed. A request can't be changed from status open or on hold to status closed. Is it possible ? Regards
Making reports sensitive to the rep running it
Is there any way to "parameterise" a report so that when support rep A runs it, it filters only on his requests, and when support rep B runs it, it filters only on her data? The query editor has some date templates such as "<from_thisweek>", and it would be good to have a "logged in rep" or similar token so that I could personalise the report to the rep who is running it. I've put in place a report that shows reps the requests of a particular priority that haven't been updated for X days, but it
Change WebServer port
In installation SCP, I set Server port is 443 but I still login SCP with the link http://10.0.0.1:443. I want to change protocol to https and run changeWebServerPort.bat but error appear below. How can I login SCP with link https://10.0.0.1
Supported Database
Is MS SQL 2012 a supported data base for service desk at this time?
Migrate from postgreSQL to MSSQL
I have SCP running in a test server and use postgreSQL, now I want to install a new server and use MSSQL. I want to keep configuration and database, how to do that???
Cannot reply mail
Hi I have problem that need your help I configured my SCP with 2 Bussiness Unit: IT and MIS. In global setting I set incoming and outgoing mail server with account support@domain.com - In IT Business Unit I set incoming and outgoing mail with account: it@domain.com - In MIS Business Unit I set incoming and outgoing mail with account: mis@domain.com I fowarded mail from 2 account it & mis to account mail support@domain.com. When users sent mail to it@domain.com or mis@domain.com, SCP get them to request
Problem with the reply email address Buidl 7143
I still have problems with the email reply address which create a new request, The support team told me that a new build will be released two weeks ago. Any NEWS?
Mail fetching delayed
Hi My client has installed Support Centre Plus and all is good except that mail fetching, when set to 1 minute, can take up to 10 minutes to actually retrieve the emails. I have attached a support log if you could advise what is wrong. Thanks James Gander Gander Service Management IT Operations and Service Management Consultancy
Onelogin or Google apps authentication
Hi, I was wondering if its in the roadmap for supportcenter plus to be able to support onelogin or google authentication?
Security update for SupportCenter Plus
Dear Customers, Today we have released the hotfix 7941. This release addresses a security issue related to the SupportCenter Plus application login page. Customers can download this hotfix from the below link http://www.manageengine.com/products/support-center/service-packs.html Further security issues can be traced in our connect forums https://connect.manageengine.com/groups/security-updates with a Hash tag of securityupdate-scp , users can subscribe to this link to get notified for future security
Hotfix 7942 released
Dear Customers, We have released our new hotfix 7942. Existing customers can download the hotfix 7942 from the below link http://www.manageengine.com/products/support-center/service-packs.html New features in this release Features/Enhancements : Sl.No Feature ID Description 1 9991 Column Search and Column Customizer options are available in the left side of the list in Products Module 2 12467 "Clear all" notifications option provided in Notification popup 3 12515 Option to add inline Images
Unable to edit & save previous time entries
We just upgraded to build 7941 from 7938. We installed the incremental build 7939 and then upgraded it to 7941. This morning, one of our techs discovered they we're unable to edit the previous existing time entries. I was also able to reproduce the issue. Is this an known issue?
Does Support Center Plus support Windows Server 2012 R2 & SQL 2012 yet?
I'd like to find out if Support Center Plus build 7941 supports Windows Server 2012 R2 & SQL 2012. Also, are their migration instructions for a smooth transition? Also what are the initial prerequisites to make sure the server is configured correctly prior to migrating the data.
Support Center Api: getRequest does not seem to pull request when I specify a supportRep
Hello there, Here's the url I'm using to try to get open tickets for a specific support rep: http://<server-name>:<port>/api/json/getRequest?apikey=<apiKey>&status=open&category=" & txtCategory & "&supportRep=" & txtsupportrep Unfortunately I'm getting the following error: {"response":{"result":{"status":"Failure","statusmessage":"No support rep with the specified name exists.","statuscode":"5006"},"uri":"/api/json/getRequest"}} The funny thing is all the support reps I'm trying to pull the open
How to migrate ServiceDesk to SupportCenter?
I see structure of tables with ServiceDesk and is same structure to SupportCenter. Have any solution for migrate my data of ServiceDesk to SupportCenter?
Sub Accounts
I have Multiple Sub-Accounts under single accounts, which work fine. But is there a way to add additional sub accounts (Representing Departments) under the sub account for departments. I have any Agency that has multiple Agency's under it and them departments that need separate, Billing, contacts and support. Thanks Tom
Requests approaching SLA Violation
Hi The dashboard on the Home screen displays calls approaching SLA violation, but also every other call. I would assume that the trigger for this would be x% of the SLA, yet I have requests with a 5day resolution SLA advising that SLA will be violated in 117hrs. How can I tweak the notification of violation, please? James Gander Gander Service Management IT Operations and Service Management Consultancy
Canned responses organisation
Canned responses appear in random (chronological ?) order in the "Insert canned response" menu, but in alphabetical order in "Manage canned responses" area. They'd be much faster to use if: 1. They appeared in alphabetical order in the "Insert..." menu. 2. There was some way to create a category hierarchy so that instead of appearing in a single list, they appear in a series of sub-menus i.e.
Customizing the "Remote Assistance" email
Ok - so for the first time in... well actually, for the first time ever (in my opinion), you guys actually added what appears to be a great value added feature without all us end users having to badger and beg for months and years for change. To the SCP team - Bravo and thank you!!! But with new features, come new feature requests. For Remote Assistance to be truly useful, these changes need to happen: The Remote Assistance email should not be coming from "technician", but rather should be coming
Merge account
Hi We have random customers that sends mail to supportcenter+. Some time we got 3-4 accounts on the same customer. It seems to be no easy way to merge the accounts into one, and fill out the missing fields. The sc+ says that it is alredy another account with that name or domain. Its a lot of work to merge accounts in SC+ manually. I nice feature would be to: Search for duplicates Select the accounts that should be merged Select submit, and correct all fields Select SaveThis would give the support-reps
Version 7 - Description >64k creates attachment?
We have an ongoing email going to and from a customer and it now appears that the size of this email The size of the description being greater than 64K, the content has been moved to attachment RequestDescription.html This didn't happen before and this is an concatenated email of all the emails going back and forwards not the initial description incoming email I can see the email that came in but does this mean I will have to go into supportcenter click on the RequestDescription.html and open it
Service Restarts almost daily - PermGen Space and OutOfMemory issues
We are consistently running into an issue where something is causing the application to run out of memory. My suspicion is something with reports being built or certain views being constantly refreshed, however, I am not completely sure. The SQL server itself is fine but it seems to be java that is running out of memory. We get errors like the following almost once a day and end up having to restart the service. [06:09:39:335]|[02-10-2015]|[SYSOUT]|[INFO]|[47]|: [JBOSS] Engine: StandardContext[]Marking
Services or products
Is it possible to add the following. A custumor wants to have a new printer, makes a ticket, supp rep add product. Now we dont only sell product but also services as backup, dsl etc. these services are sold on a monthly basis. SO there must be a option between a PRODUCT and/or SERVICES.
SupportCentre Plus - Unmerge a ticket
Hi, Just wondering if a ticket can be unmerged? Kind Regards Cathy
(Solved) Migration problems with new line
Hello, Well since people aren't responding to my several e-mails to the support mail address, let's put it here as well. Since the migration from MySQL to PostGreSQL our data is screwed. All our end-of-lines have been replaced by /r/n signs. So we cannot read anything anymore and that is really annoying since a lot of important data is in the system. When I reported it mid December I was promised it would be solved by the new upgrade. The new upgrade is out and we installed it and it still is not
Delete contact
Hello, I want to delete old contacts. I would like to delete all contacts whose more recent closed requests have more than 2 years. Is it possible to do this by a sql request ? regards stéphanie
CREATED DATE TIME DIFFERENT FROM ACTUAL CREATION DATE
Hi, When we create a new request, and we specify Date/time, it populates the system date and time. But when the request is created the customer receives 10 min ahead of created time. Kindly brief me on this issue. Is there a way to modify the created time. This issue is creating SLA problems and when we generate reports we are facing issues with the SLA. Kindly update us ASAP. Screenshots: Manage Engine Time during creation. This was the system time as well The customer side time shows 8 min ahead.
SupportCenter Plus Security Vulnerabilities Notification
Hello, High-Tech Bridge Security Research Lab has discovered multiple security vulnerabilities in SupportCenter Plus Preview available here: https://www.htbridge.com/advisory/HTB23247 Developers can contact us by email for details: advisory (at) htbridge.com Best regards, High-Tech Bridge Security Research Lab
Mail configuration with aliasses in Office 365
We have recently migrated to Office 365 but are having problems with assigning incoming emails to the correct business unit since then. We have a mailbox 'support@company.com' which we have setup in the global mail server settings. In one business unit we have setup this email address as the incoming email address. For another business unit we have added an alias 'more-support@company.com' to the mailbox in Office 365. This email address is setup as the incoming email address for this business unit.
Install SCP on existing Tomcat
Hello, I have already an installation of tomcat running other apps, Is it possible, install SCP to use the same tomcat ?
UNABLE TO ADD ORGANIZATION DETAILS
Hi, When i add the organisation details, manage engine shows an error. Kindly refer to the below screenshot.
Remote Assistance
Hello, At the moment I’m struggling with the following problem in SupportCenter Plus. We would like to be able to disabled the Remote Assistance option. This has appeared after we updated SupportCenter yesterday Is this possible? Does anyone have any ideas? Please let me know a.s.a.p. We are currently on SupportCenter Plus v 7.9.0 build 7940 Thank you
Support Center features stop working.
Since we installed Support Center Plus (2 years ago now) we have been having on-going, intermittent issues. Manage Engine have been contacted each time we experience these issues, however they have never been resolved, and we seem to go round and round in circles sending over support case files. Initially we had the system on a SBS2011 server with several other databases, so we moved this over to its own dedicated Windows 2012 server, hoping this would improve the performance, however it hasn't.
ATTACHMENT ISSUE while creating Request (Support Center Plus)
Hi, Manage Engine Support Center plus is unable to send attachments to clients while creating a new request/updating/closing. While support center plus is able to recieve attachments if a client sends an email with attachment. Support center plus shows the document being attached but while we update the request to the client, email is delivered without attachment. We also checked with the attachment size and the documents are in kb size. Kindly update us with this issue. Current Version : ManageEngine
EMAIL ISSUE: NEW REQUEST CREATED WHILE REPLYING TO THE EXISTING REQUEST ID
Hi, While the customer replies back for the first time, the email gets appended to the same request ID.However, when he replied for the second time (without changing the subject field) it creates a new request. Therefore we are unable to keep track of emails with respect to the Request ID.
How to delete old categories fully in SupportCenter
We have just rebuilt all of our request categories from the ground up. We deleted all the categories and created all the new ones - but all the categories are still there greyed out. Some of the old categories/sub-categories are the same. Is there a way of permanently deleting the old categories?
Migration from MYSQL to PostgreSQL - SCPLus - How to do it?
Guys, I need to migrate a SCPlus MYSQL data to PostgreSQL. I tried to use the backup/restore procedures with no success. How can I do it? Best Eduardo Miller
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