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?
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
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