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
Alternate email
Hello, Could anyone help me set the "Alternate Email" -field for multiple "Contacts"? We have a lot of "Contacts" that are using two email domains. So, they can send email from e.g. john.smith@companya.com or john.smith@company.com -address. We would need to associate both of these email addresses to one "Contact". I know that we can import the Contacts via CSV, but that doesn't contain the "Alternate Email" -field. Does anyone know how we could do set the Alternate Email -field for multiple users?
Forwarded or replied conversation picks up wrong date
I can't believe I have used this for 2 years and only recently noticed that when we reply or forward a conversation in a ticket . .the date/time/ and 'who did it' is copied from the ticket and not from the conversation we are forwarding or replying to. Since we have some events that span months this can become very miss leading with time. It seems to me that this is a problem with the software, since it is not the behavior I would expect. I however have no idea if this is a recent or long
After Tickets are merged, email no longer updates the ticket
My subject line is an over statement. If 3 tickets are merged (maybe: xx101 xx150 and xx198) they typically all are on xx101. If email is sent to the ticket system with ##xx101## in the subject line, the ticket system correctly updates the ticket. However if either ##xx150## or ##xx198## are in the subject line it does not find ticket xx101 but instead creates a new ticket. This may be how it always worked.. but I thought it was previously updating the ticket no matter which of the three
SMTP Issue (Office 365)
We're having issues trying to get SMTP working via SCP with Office365 (Sending Notification Failed) Incoming mail (fetching) is working fine & we're able to telnet successfully to the SMTP server. Keen to know if anyone else has this setup? Screenshot of settings attached. Tried tweaking the SMTP / SMTPS & TLS options without success.
Advisory for Sub Accounts?
Is it possible to make Advisory's available for Sub Accounts as well as main Accounts? Also, how can a Primary Contact easily be viewed that's associated with an Account/Sub Account?
Additional Fields not working as expected
I have been experiencing a problem where the additional fields I create for request templates do not always appear in the "Edit Template's" "Drag and Drop fields". In some instances the additional fields I have already created will appear there to be added to more templates, other times they won't be there so I will then add a new additional field for the exact same thing being a duplicate field. The problem with this is that I then end up with multiple additional fields listed for the exact same
Group based notification not working.
Hello - i'm working in the User and Related Settings - Group area and trying use the " Send notification to group support rep(s) when a new request is added to this group " option and the "Send notification to support rep(s) when a request in this group is left unpicked " option and neither of them seem to function at all. I've tried having these notifications sent to different reps and created several test tickets and neither of the options appear to ever trigger an email as they should. Thank you,
Support Reps from AD groups
Hello, We are considering SupportCenter Plus. We have three Business units that would use it. We would like the Support Reps to be able to authenticate with their Active Directory accounts, as we do with many other applications. SCP can import Support Reps from AD, but only at the OU -level. This is not really usefull as 1. right now we would list several hundred Support Reps (just with out a Role). 2. And we can't create a separate OU for each Support Tech in every Employees\Country\City\Site. Is
Reminder Email Notification
When a support rep adds a "reminder" (through actions>add reminder) to a ticket, the only way I see they track the reminders is through the bell on their main requests page. However, this bell doesn't change color or do any type of alert when a reminder date has arrived. Is there some setting inside of SupportCenter Plus to make a more dynamic reminder? As an alternative, maybe a simple email could let them know a reminder date has arrived. The problem is if they set reminders infrequently, the
auto-close and operational hours
Hi, I use the option auto-close : The auto-close doesn't respect opertional hours. If a request is changed to resolved a friday then the resquest is auto-closed the sunday. Is it possible to follow opertional hours for option auto-close ? Regards
Migrating to SQL Server 2012
Hi, we are running ManageEngine SupportCenter Plus 7.9.0 with MS SQL Server 2005 SP4. We need to migrate the SupportCenter database from SQL Server 2005 to MS SQL Server 2012. Can you please confirm me that our SupportCenter version supports SQL Server 2012 ?
Active Directory
Hi, I would like to configure active directory. Is it possible to configure active directory only for support reps and not for all contacts ? Regards
Search isn't working following upgrade to 7936
Following an upgrade from 7929 to 7931 and then 7936, search doesn't work - no results are returned. DocumentIndexingTaskSchedule is set to run every 5 minutes, but when it runs, it runs only for a hundredth of a second, according to the scheduled activities list. Log files for a run are attached. Invoking indexdata.bat returns: indexdata.bat request 2014 2014 This script will index the data for quick and effective searching. This script may take anywhere between 15 mins to 2 hours to complete based
Increase trash deletion time
Hi, In the Admin guide I seen a note stating that it is possible to increase the time of the auto delete option in Trash. NOTE: You can even change the number of days after which the requests should be deleted from the trash by changing the GlobalConfig table entry. Now I have looked though the GlobalConfig table but I could not find ant setting that looks to be related to "Trash". Can you please let me know how I can increase the deletion time? I am on build 7936. Best regards, Allistair
Reports about reopend tickets
I'm looking to get some info out of our SCP system. We have the option enabled that replies create new tickets and don't reopen the ticket after a few days. Can we somehow get some numbers on how many new tickets are created that are a reply to an old ticket? And what about a report that shows the number of tickets that was opened again during a certain period?
Way to assign mode?
Is there a way to assign a mode through a business rule? We want to note which service an item came from, but since these items are coming in through email, they're not already part of a new ticket. Rather, we want to assign with a business rule when the item arrives (based on which email address it came from). I see a way to check mode in a business rule, but not a way to assign a mode. Is there any way to do this?
Items and Products
How do I setup items and products to be used in the helpdesk settings? I found an area under "Account Settings" where I can set up product types, but these don't seem to carry to the requests template. I don't see anywhere to setup the "items."
Can't change registered email address on this forum!
Our company has been taken over and we need to change the registered email addresses of our users in this forum. This doesn't seem possible - going to "my area" and then editing the user profile does not let the email address be changed. Is there any way to do it? Thanks Chris
(Solved) Mail for other business unit
Hello, We are having 3 Business Units and currently we only have incoming mail for one e-mail address. Now I am trying to configure the e-mail for another BU as well, but that seems not to be working. I have added an additional e-mail address in Exchange to the current mailbox (support@domain.com ) as secondairy mail address (bu2@domain.com ). In the mail configuration for that BU I have filled in that newly added e-mail address as Incoming email address (bu2@domain.com ). Now when I send mail to
Task Reminders NOT Working
Hi.. I am using ManageEngine SupportCenter Plus Build 7933 (Standard) and for some reason we cannot get the reminders function on the tasks to work at all.. We set up the task and then set reminder for a specific date and time, tick email and click the tick box to confirm. No emails get sent. Is there a problem or am i doing something wrong..
Is it possible, and how, to associate a contract with a request?
Hi, The contract management feature of SupportDesk looks quite useful, but it should always be possible to associate a contract with a support ticket. Such association is authomatic when a contract is registered for the account and a product, provided that the requester correctly specifies the product. But in many cases, due to customer mistakes, contract registration mistakes etc - and of course every time a request is created via email - the request is not associated with a contract. As a consequence,
Move Solutions from one Business Unit to another
Is that possible? And how? (without copy/past of course...!) Thanks
admin or user guide
Hi, I use support center plus version 7935 I would like to find a tutorial to form my end users. Have you got a user guide more recent that this one : http://www.manageengine.com/products/support-center/ManageEngine_SupportCenterPlus_7.7_Help_AdminGuide.pdf ? Best regards Stéphanie
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