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
Calendar
I am new. Is there a calendar with technicians occupancy like Outlook calendar? Different colours for different technicians. Would be nice for jobs scheduled few days or weeks ahead - like new installations, upgrades etc.
Login after closing browser
Hi, We have the problem that we need to login everytime we close the webbrowser even with the remember me function checked. Dont have this problem with other applications we need to login aswell, is there a function we need to turn on or change so we keep logged in even after we close the webbrowser ? Thanks in advance Peter
Another Contact with the same Email ID exist
Hello .. I have seen this in the forums several times.. in the end it gets to a direct communication and fix from within the data base I have user id I can't find.. but when i try to create them i get a warning that "another contact with the same email id exist". I followed the steps in the other posts .. and indeed i get a reply when i look for this email address in 2ndary email entries that this user (Ben Wilcox) does exist. but of course, I can't see him in any screen for maintaining
Primary key constraint violation trying to archive requests
While trying to archive requests, the operation fails. The logs show a primary key constraint violation in dbo.ARc_Conversation e.g [10:06:02:245]|[04-11-2014]|[SYSOUT]|[INFO]|[208]|: java.sql.SQLException: Violation of PRIMARY KEY constraint 'Arc_Conversation_PK'. Cannot insert duplicate key in object 'dbo.Arc_Conversation'. The duplicate key value is (17504).| [10:06:02:245]|[04-11-2014]|[SYSOUT]|[INFO]|[208]|: at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365)| [10:06:02:245]|[04-11-2014]|[SYSOUT]|[INFO]|[208]|:
Unable to start Support centre plus - invalid License file - error code 523
Hi, I am running SCP 7.9.0 build 7929 This morning I have attempted to log into SCP. I was able to get to the login screen but after adding sign in details SCP just hung. I have ended the service via Shutdown.bat and on the starting of the service via run.bat) I get an "Invalid License file" with error code 523. The service now will not start - so no helpdesk!! The license files shows that the expiry date is 03/04/2015. An ideas please? Many thanks, Lucy.
Removal of inactive accounts
Hi, I have generated a report to show me a list of inactive accounts - how is it possible to completely remove these from the databse? They are not showing up as accounts. It is only when I generate reports they are appearing on the accounts columns. These accounts were used for initial testing so I am keen for these to be permanently removed from the system. Many thanks, Lucy.
Suppressing a Notification
Hi Is it possible to suppress email notifications for certain accounts? We would like to have an email notification for external contacts, but not for requests from internal contacts. We have a mail notification setup for when a new request is received. Can we use a business rule to suppress this based on the account? Thanks Lorraine
Adding Announcements fails
Hi We would like to start using the Announcement feature but when choosing to Add New Annoucement we get the following error message FAILURE: The Announcement does not exist in the system. Probably it could have been deleted by other technician. Can you help? Thanks Lorraine
Redirect HTTP to HTTPS SupportCenter Plus
Support, There is an article here on how to redirect http to https in servicedesk plus. https://forums.manageengine.com/topic/how-to-redirect-http:-to-https: Can someone explain how to do this in supportcenter plus 7907? Regards
Category/SubCategory bug since 7931 release
We do not use the Index field at all, so it is removed from the ticket. The 7931 hotfix allows us to update the category and subcategory correctly on the main Request details page, but it broke the update when we push the "Edit" link and open up the edit form. Problem: Open Request Click on EDIT at top of page Edit form opens Select Category dropdown (all categories are shown) Click on subcategory drop down -- no categories are shown.
Remove support reps name from picklist
Is there a way to remove a support reps name from the pick list so requests are not assigned accidentally to them? We had a person leave the company so I removed their login but did not delete the support rep account. Its my understanding that all requests that support rep dealt with will become open and unassigned if an account is deleted and I do not want that but I do want to remove them from the available support rep list. Is there a way to hide that persons name? Thanks.
Supportcenter productlist related to request template
Hello, Is it possible within supportcenter to have a productlist related to the request template that is chosen? So for example when I choose the request about scanners I only want to see a productlist with scanner models. And when I choose software template I only want to see a productlist with software. Is this possible? Thanks! Johan
Any ideas?
Vinu, Uma, Jai, Arun and the team, I have been told that you enjoy my continual "catch up refresher" posts and that these cause much amusement to the team as they are considered “rants” and they keep you entertained so I didn't want to disappoint. I have various suggestions I have been told over 6 years plus that you will :- “look into” “analyse for a future releases” “will put into the development pipeline” “will be in for the upcoming releases dependant on priorities and popularity” I appreciate
Gentle Reminder
https://forums.manageengine.com/topic/upgrading-to-7-9-0-7931-we-got-in-trouble How do you do sir? This is gentle reminder. How is above going? KC.SONG
SupportCenter Plus Hotfix 7931 released
Dear Customers, We are happy to release 7931 hotfix today. New features in this release Solution Enhancements Action Plug-in Enhancements Option to notify multiple Support Reps while adding and updating a note. A separate contact notification has been included, when a request is assigned to a Support Rep. Issue fixes Valid email ids which starts with '_' underscore is supported Unable to edit 'Category' and 'Sub Category' fields using the Request View section edit, when the 'Item' field alone
Vulnerabilty issue in Open SSL 'Heartbleed'
Dear Customers, In the recent days, you might heard about 'Heartbleed' vulnerability bug in OpenSSSL across the Web. Here is the detailed information about this bug http://heartbleed.com/ This post is to inform our customers, that our application is not affected by this vulnerability. We dont use OpenSSL in our product, default certificates are generated using 'Java keytool'. Hence there is no possibility of our application getting affected by this bug. Thank You Regards, Arun SupportCenter Plus
Sending notification failed doesn't retain the message for retry
Hi, We've recently migrated our on-premise email to Office 365 and have successfully migrated SC+ to use a mailbox hosted there. Unfortunately, we periodically get failures to send responses from SC+ (I suspect it's down to network bandwidth problems in our office and/or a temporary service outage for Office 365). Whilst this is a pain, my actual problem is with the way in which SC+ behaves in the event of this failure. Currently, the reply window is replaced with a blank page which just
Does SCP support Windows Server 2012
Hi, We have SCP.7.9.0 installed on a Windows Server 2008 as our live environment.. However I need to create a backup server for testing etc. Can you confirm if SCP supports Windows Server 2012 and if it does would I be able to restore a backup from our live environment onto the test env? I have had a few issues with restoring the backup data from 2008 to 2012 Windows server and wanted to check if this is support method prior to diagnosing the restore problems. Many thanks, Lucy.
"Last Updated on" field isn't getting updated after a Reply or an update
Hi, In the past, whenever a contact or a support rep edited or replied a ticket, the request would turn bold and a new time will appear in the "Last updated on" field. Currently this is not the case: The "Date" of the ticket and the "Last Updated On" are getting the same date.
Edit default support plan
Hi, I am running on 7.9 Standard edition (free) although in the process of purchasing additional users. Is there a way of editing the default support plan - I know that the ability if adding new support plans is part of contract management which does not come with the standard edition. My reason for asking is that I am creating monthly internal tickets with monthly SLA's however the "dueby date" when the request is created always shows for the next day. As these are on gong requests it is not always
Unsupported characters in API request
I am getting some busted characters in requests generated by API. Coming from the string: Because+this+email+doesn%92t+have+anything+important+in+it+%2E%0D%0A%0D%0A%A0%0D%0A%0D%0AIt+is+a+sad+email%2E%0D%0A
Business Rule to "Not" notify contact
Hi, Is there a way of having a business rule which does not "Notify contact by email" based on certain criteria. My reason for asking is that I schedule new monthly tickets for certain accounts for contracted work - so we can monitor internally how many hours are being worked on for these requests. As these are internal but for reporting we need them to be shown against the account - but we do not need the customer to be informed of these requests being generated or closed. An assistance would
Wrong Translation
The Help Card was translated incorret. The word "Click" was translate to "Clque" and the correct is "Clique"
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