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 All our end-of-lines have been replaced by /r/n signs.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
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?
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