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
SCP update from SDP
In response to a request from a customer we are looking at the integration between SupportCenter Plus and ServiceDesk Plus. We have successfully demonstrated the creation of a new ticket in SDP from SCP using the supplied sdpimpl.jar and sdp.xml. What would be useful is to be able to monitor any updates to the SDP ticket and have them transferred to SCP. I note that this has been implemented for the SCP/JIRA integration but I don't have the programming skills necessary to transfer this functionality
Support Center Plus service not starting
Getting the following error from run.bat Could Not Find D:\ManageEngine\SupportCenter\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to BrickMan Group Could not create connection; - nested throwable: (java.sql.SQLException: Cannot open database "supportcenter" requested by the login. The login failed.); - nest ed throwable: (org.jboss.resource.JBossResourceException: Could not create conne ction; - nested throwable: (java.sql.SQLException: Cannot open
7936 Hotfix released
Dear Customers, We are happy announce our new hotfix 7936. You can download and install the hotfix from the below link http://www.manageengine.com/products/support-center/service-packs.html Here is the list of features and issues fixed in this release. Features/Enhancements : Sl.No Feature ID Description 1 10396 Added “Go to Request ID” option in the global search across module tabs. You can now enter a request ID in the Global Search input to go to a specific Request. 2 12131 Included the fields
Database Diagram
Have you got an up to date database diagram please? Specifically I'm looking to get the Product information Type/Name and Additional Fields that we have added as well please out of an old style MySQL DB, a query would be extremely helpful. Regards Rich
Attachments at top of response, not bottom
Hi guys, I'm pretty-sure that this has been asked for before, but just in case it hasn't; woudl it be possible to have response attachments shown at the top of responses (a-la Outlook and most other email clients) instead of at the bottom? Whilst it's nice that you've provided an 'attachments' link which auto-scrolls to the bottom of the response, I'd say that it's not overly-intuitive and, if your responses are increasing in size with each reply, it can result in a lot of unnecessary scrolling.
Need Billable option to default as not checked in time entry
Hi - When adding a time ticket, the billable option defaults as checked or selected. How can we set this so that the billable option is not checked as the default? Thank you
SCP API request id field name
I am using the supplied java scripts to create tickets in ServiceDesk Plus from SupportCenter Plus. This is working ok but I am also trying to include the SCP 'Request Id' in the parameters passed to SDP. I have created an additional field in SDP called SCP_ID and am using the following update to the SDP.xml: <param> <name>SCP_ID</name> <value>$id</value> </param> This does not pass a value to SDP. I have tried using $Priority as the value for example to test the functionality and this works OK
Insert a ticket directly in the database
Is it possibile to insert a ticket using SQL clause directly in the Support Center Plus? Thank you
Calendaring
Is there a compatible outlook plugin that works with Outlook 2013 ? also did anyone thought of having a calendar in the SC that would be helpful ?
Asterisk Call Popup does not work
Hi, My SCP worked fine with Click-to-dial features. However, I am unable to get the Call popup. I created 2 extension: 201 and 777. 201 is assigned to Administrator user. 777 is assigned to a Contact. I used the 777 phone and called 201. I found the following lines in the server log file: [09:28:00:952]|[08-10-2013]|[SYSOUT]|[INFO]|[27]|: [JBOSS] AsteriskChannelImpl: Uncaught exception in PropertyChangeListenerjava.lang.NullPointerException at com.adventnet.servicedesk.telephony.util.AsteriskChangeListener.propertyChange(AsteriskChangeListener.java:409)
Incidents not reduced
Hello , we are testing a SC and we have incident based contract. But when requests are opened and closed, the contract (incidents used) are not updated and remain unchanged. what can be causing this ?
7935 Hotfix released
Dear Customers, Today we have released 7935 hotfix. Here you can download the hotfix 7935 http://www.manageengine.com/products/support-center/service-packs.html Here is the list of features and issues fixed in this release. Features/Enhancements : Sl.No Feature ID Description 1 12119 Request Archiving - Excluding Specific Business Units Option to exclude specific Business Unit requests from archiving. This setting is available in Admin --> Global Settings > Data Archiving Issues Fixed : Sl.No
Hotfix 7934 released
Dear Customers, Today we have released the hotfix 7934 Please upgrade your application to fix some of the existing issues http://www.manageengine.com/products/support-center/service-packs.html List of issues fixed in this release: https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7934 Regards, Arun SupportCenter Plus
Automatic Time Entry on Reply
Is there a way to automatically add a time entry of 5 minutes when a support rep replies to a request via email?
Support Rep Group Report
Hi, Can any one help me with this report I created a group and add all my support rep to it and i want to run a report and it will show all Support Rep that was add to that Group name.
Report Formatting
When creating a report the fields I include are not holding the formatting that i see in the Support Center interface. Is there a trick or a way to have the formatting be included in the report?
Report field Says not assigned
When creating a report the resolved field is blank as no resolution has been given yet. However the verbiage in the filed is Not Assigned (see Screenshot) Is there a way to get something else in there?
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