SupportCenter Plus - Does anyone use Linux PostFix email ?
We have 3 business units and currently use gmail. We are hitting our email limits with gmail and planning to switch to PostFix. Wondering is anyone was using it that had several business units.
Restore problem
Hi, I have to move SC plus to another server but when I do using a backup / restore process I got the following error java.sql.SQLException: Invalid column name 'TABLE_ORDER' I had tried almost everything, e.g. Restore MS Sql server directly - no luck Use clean DB (changedbserver.bat) and then restore (trimmed or not) - no luck Attach the DB from old server to new server - no luck I suspect that since I'm using the product several years, the DB is not compatible over upgrades and a field must be
Contacts & Accounts in Requests
Greetings: Currently the contact forces the account in a request. We, the support reps or internal contacts often create requests for our own customers. Or as an example Joe Smith who works in our company ABC, wants to create a request for a customer who works in company XYZ. The way Joe Smith does it, is to - change his own account in SC+ from ABC to XYZ - create the request which will be associated with his name and the account XYZ - change his account back to ABC.. It's cumbersome and it often
Account & Sub Account
Greetings: I am trying to use sub accounts. I have been able to create one account Test-Account1 with 2 sub accounts Sub-Test and Sub-Test2. Then I'm able to assign the contact Test Contact to the sub account Sub-Test Then "Test Contact" creates a request. I would expect the associated account to be Sub-Test but it becomes Test-Account1 instead and I cannot change it... I click on the search contact icon... I click on Test-Contact...the account remains the main account and does not switch to Sub-Test!!???
Can I import Contract from CSV file ?
Currently we are adding and modifying our contract manually in SupportCenter Plus! Is there a possibility to import them via a csv with all the settings already configured from that csv, or any other file? I think this should be possible via SQL ?! We´re running SupportCenter Plus 7933 with SQLServer. Thanks, Youssef
Default system account supportcenter would have been corrupted
Hi, v7932. I often get these messages in journal : Problem occured while fetching the from address for the notification to be sent. Default system account SupportCenter would have been corrupted. Could you please explain it ? JFR
Support Center Plus Integration with Servicedesk Plus
Is it possible to integrate support center Plus with Servicedesk Plus such that issues logged in SCP can be escalated to SDP?.
not completed Tasks view
Is there any way to view all "not completed" status: - "Not Started" - "In Progress" - "On Hold" Current views "Pending Tasks" do not inlcude "Not Started" thanks, Andrew
i need version 7932
I do not know where to download the version 7932
Unable to delete
Hi, We are usinng 7.9.0 - with build number 7931. All of a sudden I am not able to delete anything. I first started with deleting backups and then some scheduled reports. The button to delete is there but nothing happens and no errors. Not sure if I have disabled anything by mistake but have searched and can't find any references... I am signed on as administrator... Many thanks, Lucy.
Support Rep associated to an Account
I don't know why and how it happened, but one of the Support Reps is associated to a specific Account, everytime it send an email from his personal mail account to SupportCenter. So that on top of the request you can see: Contact : Charlie Smith (AAAAAAA) but on AAAAAAA account there isn't any contact with this name (this is correct) therefore there is no way to remove it. The email address is the same registered in the Support Rep settings. How can we restore the correct behavior i.e. no association
account specific solutions
Is it possible to tag a solution with a account and the solution will be visible to only contacts from the selected account in customer portal?
Email fetching not working
We are having an issue with email fetching once a week (build 7931), where fetching status is RUNNING but email are not fetched from the email server. The "Last attempt to fetch mail" shows that attempts are stuck at a certain time (e.g. 17:43:28, with 3 mails to be fetched). If the fetching is stopped and restarted, it updates the "Last attempt to fetch mail" and numbers of "Mails to be fetched" but emails are not fetched (e.g. 17:59:11, with 13 emails, see the pitcure). The connection with the
Description-Mandatory Field?
Hi We've recently started using SupportCenter Plus. Is there a way to make the Description Field in Request Templates mandatory - similar to the way you can in ServiceDesk Plus? I am able to edit almost every field to make it either Mandatory or Read Only in Request Templates, but there are no options I can see available for the Description Field. I have also included the Description Field as a 'Mandatory Field For Closing Request', but I have tested this and found that a request can still be closed
Description - Mandatory Field?
Hi We've recently started using SupportCenter Plus. Is there a way to make the Description field in Request Templates mandatory similar to the way you can in ServiceDesk Plus? I am able to edit almost every field to make it either Mandatory or Read Only, but there are no options I can see available for the Description field. Is it possible to make this mandatory? Thanks, Sam
Search Contact icon is missing in request
Normally it is possible to change contact details name and account fields in an already created request. The way to do it is to update the name by clicking on the "Search Contact" icon which is the one on the left: But I have instances of requests where this icon is missing... Only the "Contact Info" icon shows and I cannot change the contact name nor the account. (sorry for the ugly black lines masking my customer info) Do you know a way to bypass this problem? Is there something that I can change
Report Comes a widget
Is there a way to create a widget from report? And Can we create a new widget instead of using the existing widget? Is it possbile? Could you please help on this?
7933 hotfix released
Dear Customers, We are happy to release our next hotfix 7933 Please download the hotfix from the below link http://www.manageengine.com/products/support-center/service-packs.html Please find the list of features in this release Sl.No Feature ID Description 1 11072 Option provided to edit default ‘Status’ names. 2 10216 Existing Support Services are retained while adding new services in Add New Contract page. 3 11254 Dashboard Enhancements ‘Group’ filter has been included in Dashboards -- > Inbound,
Report showing requests with no responses?
Hey Hey, Is it possible to build a report do return all requests with no Response? I have a team member who infrequently closes requests without first sending a reply. Thanks, Matte
How to add a list item in criteria listbox under Add Business Rules Page
Hi, How to add a list item in criteria listbox in add business rules page. For Example: Now in the status is not available. I want to add status in the listbox list.
Account Reports
Hi, In my account i have a column (customer ID) i want to print a report for accounts that have no IDs. Please assist. Thanks Alfred George
Query to retrieve where a domain name is used
When I create a new account and link an domain name to it, I get the message that "Another account has the same domain name. Please provide different domain name". When is search for that particular domain name I get no results. Can anyone provide me with a query that shows the account name and the linked domains? Kind regards, Michel Leurs Infotheek Groep
API - Time Entry Type
Hi, I have a strange issue regarding the Time Entry Type using the getFielList function http://www.manageengine.com/products/support-center/help/adminguide/index.html I assume that when adding, updating Time entry rateType = Time Entry Type If that is correct I am calling http://somedomain.com/api/xml/getFieldList with parameters apikey=XXXXXXX&businessUnit=General&fieldName=rateType this give me the result <?xml version="1.0" encoding="UTF-8" standalone="no"?> <response uri="/api/xml/getFieldList">
Report on count of emails wihtin ticket
I need to have a report about the number of Emails within the individual tickets. Is this possible?
FAILURE : some problem occured while registering. Please Contact Administrator For Login Details
Anyone know what this is and how to fix it? I get this when I try to register a customer name in the portal.
Loss of scheduled requests
I have an administrator user. With this user I set up lots of scheduled reports. By accident my user got deleted. After setting it up again I do not have access on the scheduled reports anymore but they still get produced by SupportCenter. How can I get access to these reports. I need to stop them beeing sent to some of our clients.
API getSolution
Hi, I am looking into displaying solutions but both XML and json do not return the solution in HTML apikey=XXXXXXXX-XXXX-XXXX-AAAA-AAAAAAAAAAAA&businessUnit=General&search=SomeSetup I have tried to add htmlDescription=True and htmlDescription=Yes to the parameter set just in case this was not in the documentation :) Is it possible the get the Solution description using the API and if so how ? if not then is this something that you intend to add in the near future ? Best regards, Valdi Hafdal URL
Can we turn off register functionality on Support Portal
If not, when we turn off the support portal, customer gets an error message when they log off, rather than re-directing them to the main page.
$CreatedDate reports the orignal email date of a conversation
We use the $CreatedDate in the email templates for "Replying to a Request" and "Forwarding a Request". The $CreatedDate is usually updated with the date of delivery of the request replied or forwarded. In case the request replied or forwarded is the reply of a support rep, the $CreatedDate is updated with the date of the first email in the conversation. e.g. · Customer email to SCP on Sept 27th · Noted added on Sept 27th · Customer emailed again on Oct 15th · Support
Update Request Using API
Dear sir, Kindly i want to know how to update a request in support center using ASP.Net Your response is highly apprecitaed thanks
Query input date instead of SCP timestamp
I am trying to get a query built that I can enter simple dates into rather than the timestamp that SCP uses for calculations. I have tried the following (UNIX_TIMESTAMP(DATE('2013-01-01 00:00:00')) * 1000)) and (UNIX_TIMESTAMP(STR_TO_DATE('2013-01-01 00:00:00')) * 1000) But I get exceptions such as: java.sql.SQLException: 'DATE' is not a recognized built-in function name
Adding Products to Contracts
Hello all, I am testing a SupportCenter plus and creating new contracts. but though I have my products listed, when I tried to choose products, the products are not shown. have tried several times, still not showing up.
Embed "Submit a Ticket" on webpage for customers
Where can I find the form to embed on my website for customers to submit a ticket?
CTI incoming call pop up is not working
Hi I need assistance on how to make the incoming call pop up happen. find the below details. 1. Am using Asterisk 1.8 and SCP 7.9 trial version. 2. Connection to asterisk is successful. 3. Outgoing calls Pop up works fine (Click-to-Dial). 4. Extension in Support rep is well configured and Enable screen pop up is Checked. 5. Incoming Call pop up fails, the Phone rings and can receive the call but no incoming Pop up. Any idea, as am doing POC (Prove of concept) to one of my customer before they purchase
7932 Hotfix released
Dear Customers, Today we have released our hotfix 7932 Please download the hotfix from the below link http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and the features in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7932 Free feel to contact us, if you need any help supportcenterplus-support@manageengine.com Thank you Regards, Arun SupportCenter Plus
SubAccounts editor enhancement
I would like to propose 2 enhancements that would allow to edit/modify SubAccounts information easier, specially when you have tens or sometimes hundreds or SubAccount related to a specific Account and you want to modify some common fields: 1) Possibility to customize the SubAccount List View (option already available for Accounts) 2) Possibility to Select/Edit more SubAccounts at the same time (option already available for Accounts) Let me know what do you think, thanks a lot Andrew
Drafts regularly lost - limited to 3500 characters?
Our team keep losing drafts, and hence a lot of work. The UI says "draft saved", but the logs show otherwise - there has been an exception when trying to save the drafts, due to their length. It appears that anything longer than ~3500 characters doesn't get saved. The description column in drafts is nvarchar(3500), which fits in with this. This is on MS SQL server. This really does need fixing. It's causing a lot of frustration and lost work. A stack trace is below. Thanks, Chris. [11:24:30:750]|[05-15-2014]|[com.adventnet.persistence.DataAccess]|[WARNING]|[121]|:
Change Custom Report Description Character Limit
I understand from this topic (https://forums.manageengine.com/topic/report-character-limit) that custom reports by default have a character limit set. I need to change this a it is imperative for my reports to display the full description of a ticket. Is there a query report I can run that will allow me to do this, or perhaps a file that can be modified to allow full descriptions in custom reports? Slowing down the application is not an issue for me, also the resolutions are essentially
Change Request Template By Email
I am wondering if I can change the default template using parsing via email? Depending on where the request is coming from we want to set the request template that has unique fields in it. I know you can do this in ServiceDesk Plus but can you do it in SupportCenter. If you can what is the unique name that we need to use?
Upgrading to 7.9.0 7931, we got in trouble.
How do you do sir? 1. Can't show Korean well where composing Request > Support REP's name, and editing Request > Assign, it shows as like '???'. But It shows well in list view of Requeats. We was translate Rep's name to english and it shows well, but please check this please. 2. When Reporting requests, there are garbage data on resolution field as like below. It is too long and too big, So, can't export to Excel and CSV. Please check this one, also. <resolution field example; can't
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