2nd 'Contact' field
Hi Guys I'm just wondering if SCP has the option to have a second contact field in a request. In Human Resources, we get enquiries from some people but the enquiry is on behalf of another employee. For example, the requestor and the employee affected Is there a way of recording this information in a dedicated contact field? If not, is this something you would consider for future? Thanks Jami
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.
Filter options in Add New
Hi Guys, I'm just wondering if there's a way to filter the available options in the 'Add New' dropdown to only those we want support reps to use? See the screenshot below. We would like to filter/hide all except Request. Ta Jami
Flagging tickets as Junk
Hi Arun & Team, We're trialing SCP at the moment and I've got a number of emails that we need to 'flag' as junk so they are closed and categorised as Junk - excluded from reports etc. I know there's a spam option in the admin settings, but some emails come through that are general notifications and don't require a ticket logged per say. Is there an option to 'mark as junk' and close off a ticket with a quick click of a button? Ta Jami
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.
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
Evaluation Questions
Hi There, We are currently evaluating the enterprise version of SCP. We are looking to use the system primarily for requests and solutions, and this will be an internal system - with no enabled client portal. I have a few questions regarding the granularity of permissions. Can you advise how we would go about turning off permissions to the Add new.... products, tasks, reminders etc, so that support officers only had the option to add a new request or solution? Is it also possible to have the business
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
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.
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