Hotfix 7940 released
Dear Customers, Today we have released our hotfix 7940 Hotfix can be downloaded from the below link http://www.manageengine.com/products/support-center/service-packs.html Here is the list of features available in the release Features/Enhancements : Sl.No Feature ID Description 1 11245 APIs for Accounts module provided 2 12411 Report an Issue option provided in Support link 3 12244 Making Group as Inactive - On deleting a Group when it is associated in a request, the Group will be made Inactive
How to separate two support teams with different customers
Good day! We have two different support teams with two diff customer pools. And we try to create two different support teams. First support team shouldn't have access to customers from second support team, and same case with second support team and first custmers pool. Is it possible to do with business units? Thank you!
Some Workflow have disappeared since update
Hello, Since we have uptated to 7939, some rules of notification are "invisible". For example, if an object of a message begins by [PRIVATE], the rules applies : - Don't send email notification of the creation of the request Now, it's also works, but I can't see it in the list ! Any help ... please :-( .... Thank you. Romain.
"Request - Additional Fields" Email Command Settings only work for Portal Support Reps
Has anyone had an issue where the additional fields you create (under "Request - Additional Fields") only auto-fill using the "Email Command Settings" if the user who sends the email is a Support Center Plus Support Rep? All of the default fields auto-fill no matter the user. But all of the fields we have created only auto-fill when the email request is sent by a portal support rep.
Computer Telephony Integration
CTI We managed to get the Support Center Plus (v7.7.0) to place an outgoing call to our Asterisk (v1.6). So far, so good. However, we are unable to get a popup/notification for logged in users, when an incoming call is made. - support reps > Support rep > "Enable Screen Pop" is checked - global settings > Telephony Server Settings > Call Alerts is "ENABLED" - support rep extension changed both to local extension and public phone number; not working on either case - the connection between Asterisk
Cannot share reports
I have previously been able to share reports in our main business unit, making the reports accessible for our customers through the portal. However, it seems the "Share" button has completely disappeared for us now, or am I missing something? I've tried both with existing reports and creating new, custom reports, based on the Request module, nothing works? Doesn't matter which business unit I'm in either. Any suggestions?
Displaying all contacts on the Accounts page is a problem
Hi, In update 7938, you fixed issue ID 12213, "Account Details showing only 25 Contacts in the list is fixed now to display all the Contacts" Is there any possibility that you can make this setting optional instead? We have over 36000 contacts in 200 accounts. Some of the accounts have several thousands of contacts connected to them. Now, when all contacts are displayed, it takes an unnecessary long time for us to load the Account pages. Thanks!
notification rule exception list
I'm wondering if it's possible to configure that certain originators of email created requests won't get a notification according to the " E-Mail acknowledgement to contact on submitting a new request" notification rule in Support Center Plus? The reason for the above is that I wish the request to be created but I don't want a notification send back to certain originators.
Notification Rules how to add time entry variable ?
Hi all, How can we add Time Entry variable for notification Rules? I added $TimeEntry value in notifation rules but it doesnt work. (
Daily request report
I want to setup an automated report that emails only the techs who have requests with an Open status the list of only their open requests. Thanks
Administrator password reset using Postgres - help needed!
Hi, I need to reset the administrator password for SCP (this is the only admin rights profile we have), using the instructions for postgres: For PostgreSQL : Follow the steps given below which will help you to reset the "admin /administrator" password as "admin". Connect to PostgreSQL Server on Port 65432 from the SupportCenter Plus server. Use the following query to reset the password postgres# update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join
CSV Import HTML
Hi, I am debugging a CSV import that has been used for a couple of years now but after Support Center Plus update HTML code in the CSV gets decoded and displayed encoded on the page. The scenario is that an account has extra fields(String) so the import would look something like this "NUMBER","NAME","ALIASNAME","ADDRESS1","EMAIL","SSNUMBER","PHONE","PHONELOCAL","PHONEMOBILE","FAX","GROUP","TAG","BLOCKED","URL","ZIPCODE","CITY","dkAgreementType","MEMO","DUMMY","ACCOUNTINFO" "AABBCCDDEE","XX ehf","","addr
Auto assign a request as a parent / child ticket
Our director wants manageengine setup so when a request comes in a parent ticket is assigned to the help desk and a child ticket is assigned to the tech. His concept is the help desk will monitor all tickets and their progress and when if the tech requires more info from the client that will be the responsibility of the help desk. When the tech finishes the ticket his concept is that the help desk will get a closed status with explication from the tech. Then the help desk will follow up with the
Expanded Multi-Line Field
Is there a way to expand the default width and height of a multi-line field? Specifically, in Internet Explorer? I logged into Support Center Plus in several versions of IE and don't see an option. I do see an option to expand by dragging in Chrome, but even if that were available in the browser, we really would like to set a default width and height of the field since it will always need to be larger than it defaults.
(Solved) Business rule not working (notify account manager)
Hello, I have a business rule set up to notify the account manager by certain events. The rule has been set up and the 'perform this acount' option is: Notify Account Manager by Email. For testing purposes I have selected multiple account managers there, but none of these persons receive the mail. If I look into the issue which should send the mail, it is saying: Created by System Business Rule Failed Backup naar Koen applied So that tells me that the Business Rule is applied, but no
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.
Support for Windows Server 2012 R2?
Hi The 'What SupportCenter Plus works with' section (http://www.manageengine.com/products/support-center/ ), only lists up to 2008 R2 which is 5 years old now. Is Windows Server 2012 R2 supported? Cheers, James
E-Mail Command for User-Created Additional Fields
Do the Email Command Settings support the Additional Fields we create? We have created four fields (UDF_CHAR15, UDF_CHAR16, UDF_CHAR17, and UDF_CHAR18). But we can't get them to auto-fill by sending them in the email body. Here's what's sent in the email: Here's you can see the fields defined: Here you can see the bottom of the request when it goes into Support Center Plus: And, finally, you can see that the non-user defined field (Category) IS auto-filled as we'd expect, but the other four are
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.
Email Address displaying incorrectly
Hi, I have recently come across a problem with my 1 email account setup through the Mail Server. Previously the mail account had settings enabled that allowed it to be able to check & send emails on behalf of another inbox. This was working fine for a few weeks through SCP and now does not. Even after I have completely separated the email accounts to have nothing to do with each other, I face this problem - When sending replies & forwards to anyone from SCP, the system is showing the senders email
Android App for SupportCenter Plus
Dear Customers, We are happy announce our Android phone App release today. You can download the App from the Google play store below https://play.google.com/store/apps/details?id=com.manageengine.scp Customers has to upgrade to 7939 to use this App. Please refer the below link to know more about the Android app http://www.manageengine.com/products/support-center/android-scp.html#IndexBanner Thank You Regards, Arun SupportCenter Plus
Customize "Request Properties"
Is there a way to customize the fields a user sees on the "Request Properties" section of the main ticket page (the one before you get to when you click on the ticket number)? Right now it shows every field in the system. We'd like to limit the fields we don't use, if possible. But I can't seem to find a spot to do that.
Upgrade SC+ from 32 bit to 64 bit.
What do we need to do to upgrade Supportcenter Plus from 32 bit to 64 bit?
Database Schema
I have located the database schema for SupportDesk PLus, but would to have the schema for SupportCenter Plus. It appears there are more tables in SupportCenter Plus. As mentioned in a previous post, I am working with Crystal to generate reports. One of the fields I want to include was recently added through your last hotfix, service pack 3, ver 5008. You've know allowed user defined fields to be added to notifications. The field I added to my notification is coded $UDF_CHAR1. This is now working
Multiple System Generated Notifications
I have an issue where our customers are getting notified by email twice and an entry is being posted stating it is the case. I believe this occurred after playing the latest update.
How to find versions?
Hi I need the command of some information how to find the version numbers of each of the components that form Support Center Plus. TomCat Server Application Layer JBOSS Database
Hotfix 7939 released
Dear Customers, We have released our next hotfix 7939 Here you can download the hotfix/patch http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and features available in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7939 Thank you Regards, Arun SupportCenter Plus
SupportCenter Plus Job Sheet Customization
Dear Support, I would like to ask help if i could filter TimeEntry content to be displayed on the Jobsheet when printing it. Filter is based on the executed time of a time entry. If executed time is equal to date today, then those time entries will be displayed. Looking forward for any response and advance thank you for any help. Best regards Honey Dulatre
System Clean Up
Hello good afternoon, At the moment I’m struggling with the following problem in SupportCenter Plus. We would like to be able to delete disabled / inactive Category’s, Sub Category’s and Items. At the moment all of the inactive / disabled Category’s, Sub Category’s and Items are still displayed and can be chosen when new business rules / reports etc. have to be made. Is this possible? Does anyone have any ideas? Please let me know. We are currently on SupportCenter Plus v 7.9.0
Deleting Support Groups
Hello good morning, At the moment I’m struggling with the following problem in SupportCenter Plus. I would like to delete two groups, which are no longer being used. However if I try to delete the two groups the following message appears and the two groups are not deleted (see screenshot below). If it is not possible to delete the groups, is it possible to make them inactive so that they cannot be seen by other support reps. Does anyone have any ideas? Please let me know. We are currently
send e-mail to multiple contacts
Hi, I would like to send an announcement to multiple contacts that use a particular product. Can this be done and if so, how?
User has changed business units and is now unable to log in
We had a user setup on one business unit and he has moved to a different one. We deleted him from the support reps and contacts of the old business unit and added him to the new. He is now unable to log in at all. I have tried resetting the password, enabling AD credentials (like we use for all other reps), and many combinations of removing and reading the user. All have provided no results. I went as far as to disable another working user to ensure we had not reached our license threshold. Any advice
Data Dictionary
Is there a data dictionary available for Support Center plus for writing custom reports?
Hotfix 7938 released
Dear Customers, We are happy to announce our next hotfix 7938 release today. Much awaited 64 bit version of SupportCenter Plus application is available from now. Here you can download the 32 & 64 bit version installation files http://www.manageengine.com/products/support-center/download.html Existing customers can download the hotfix 7938 from the below link http://www.manageengine.com/products/support-center/service-packs.html Here is the list of features available and issues fixed in this release.
API - Template
Hi. Is it possible to get request template attributes/values ? When using the function getFieldList with field = requestTemplate returns all templates with name and id but nothing else. That is to say , Status,Priority,Category along with all the other attributes are not return If that is not an option is it possible to set the template to use while creating a request when using the addRequest function ? Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center Plus http://www.vlink.is/scp
Pasted images does not display
Hi, Images pasted into the email body does not display correctly. Instead of the pasted image and the rest of the email body "pan>" is displayed. Please see attached screenshot showing the recieved email. The email is a forwarded email sent from SupportCenter Plus, where an image has been pasted from the clipboard. SupportCenter Plus v 7.9.0 build 7930 Br, Erik
Share reports
Hi, Why is the "Share" button ("Dela" in Swedish) not available for some reports. We have created some custom "Query reports" that we would like to publish ("Share") on the customer portal. What is it that makes a report not shareable? It seems some of the default reports are shareable while others are not. SupportCenter Plus v 7.9.0 build 7930 Br, Erik
Deleting unwanted reports
Hello good afternoon, At the moment I’m struggling with the following problem in SupportCenter Plus. I would like to delete a report that has been made by an employee that no longer works for the company. However even as system administrator I’m still unable to delete the report (see screenshot below) . Does anyone have any ideas? Please let me know. We are currently on SupportCenter Plus v 7.9.0 build 7934 Thank you
auto create Self-Service Login
Hello, Is there a way to automatically create the Self-Service Login during a new request if the Contact already exists, but it doesn't have a Login? In Global Admin settings (Application Settings > Settings > User Addition & Import Settings), there is a setting "Also create Self-Service Login account". This will: - create the "Login" if the "Contact" doesn't exist. - not create the "Login" if the "Contact" exists but doesn't have "Login" enabled\set. Regards Lakend
SupportReps & Contacts
Hi, I have checked the forum and found my question had already been asked 7 years ago, but no visible answer was listed. Can a SupportRep also be listed as a Contact? - Each time I add a Contact that has the same address as a SupportRep the system automatically removes the SupportRep from existing and vice versa if I enter the Contact first and then create a SupportRep login. Is this possible, or a feature that SCP is considering adding? Looking at the old forum post it was quite a popular question
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