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"
Please enter proper E-Mail ID
Hi, We are experiencing a problem when attempting to reply to one of our client's emails. The error message we receive is "Please enter proper E-Mail ID". Having done some investigation, we believe that the problem is caused by the format of the email, which is valid, but doesn't appear to be recognised as valid by SC+. The email in question starts with an underscore "_" in the email address. This has been tested in 7910 and is showing the same limitation. Regards, Andy
SupportCenter Plus Build 7930 released
Hello Customers, SupportCenter Build 7930 is available for upgrade. Please go through the page on the link below for more information, http://www.manageengine.com/products/support-center/service-packs.html Thanks Jai Anand K SupportCenter Plus
Manage a list of view selection
Hello, is possible to select the System Request view ( delete row of initial list) in order to personalize the list. For example we have a customer that not want the system list but only a personalization filter of this and those created by them Best Regards Alberto
FR: Knowledgebase configuration
Evening! I've raised this before, but the KB / Solutions section is a bit backwards. A couple issues exist: 'Topics' should be top-level items, and users should be able to drill-down into them rather than all KB items displaying in the list presently. Earlier versions of Support Centre Plus had this layout, and it has been a constant pain ever since. Ideally, we would be able to provide access to 'Topics' or even individual KB articles with more granularity. Example: I would like to use the KB/Solution
New Roadmap Released 2014!
This once useful page isn't in use any more by the looks of it https://supportcenter.wiki.zoho.com/next---features---issues.html Jai has just responded on another post I was watching and he has advised that there is a new roadmap available here so I'd thought I'd let you know. http://www.manageengine.com/products/support-center/roadmap.html I have searched for a few of the Request/Task ID's shown in the list, and although some of these are likely to be internal numbers I have been unable to find
SupportCenter plus
Hi Can you provide any roadmap details for 2014 regarding SupportCenter plus? // Erik T Product Manager at Inuit
"Warning :Lucene Thread Stops" emails
We are periodically getting bursts of Build No. : 7929 System Error Notification Indexing (Lucene Thread ) is not running. Please delete the database entry (Task_Input entry) and restart the server to solve the problem What might be causing this, and what is the correct way to fix it? Thanks Chris
multiple contacts with same email addresses
Hi I have to create multiple contacts with same email addresses. System doesn't allow to this and ı try to difrent way like contact name<email>. However when i try to reply to contact, email adresse has seen wrong. eg. Valeo<efatura@mbis.com.tr> Do you have a suggestion about this?
Limit Views?
Just learning supportcenter and trying to figure out how do I limit which views my support reps can view. ideally I'd like them to only see the tickets assigned to them. Thanks!
Twitter Exception
Hi, I was going to implement twitter but i get a error "Sorry !.. Unable to contact Twitter service. Please check Twitter Settings : javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target" Every thing i google points to a issue with JRE SupportCenter\jre\lib\security file CACERTS Is this something you manage or is there some
e-mail ticket rule
Hi I don't want to create new ticket with email except one customer. Can ı set a rule as one customer that i choose send me e-mail then a request will be created? How can i do that?
Sorting search results clears results
Hi, I have just been searching through our system (Requests, Contacts, Solutions and Archived Requests ticked) and, because there were more than 5 Requests found matching my search criteria, I changed the sort results by option to Last Updated - Latest First. Unforunately, in doing so, all of my results (Archived Requests aside) disappear! Annoyingly, if I click either of the search buttons again, the sort results by goes back to its default of Relevance. Could someone please
Migrating SCP to a New Server
Hi community, I'm trying right now to migrate SCP from CentOS to a new Server with Ubuntu Server 12.04 Is this possible? Things what I did: Install the SAME BUILD version on Ubuntu. Run once then stop it. Take the last backup from old server and restore to new one. All fails, the restore didn't do anything. I will apreciate some help to make this possible. Thanks in advance
Mobile Client For SupportCenter Plus
Good afternoon, Currently we are looking at the possibility of using de mobile client option in SupportCenter Plus. Does anybody have any tips & trick on this subject. We are currently using version 7.9.0 Build number 7913. Will be updating this weekend to build number 7929 but was hoping to start testing mobile client before the weekend. We are currently using Windows smartphones in the company. Is this sort of smartphone compatible or would we be better of using a Android smartphone / iPhone.
Reporting on activity history
Hi, We need to produce reports on compliance for response and resolution times. Under our SLA the clock stops when the status changes to "Waiting for Customer" This status may change multiple times during an issue. I see from the history tab in the request that this provides all the information related to the history of an item including status changes. Can this information be exported via report - ie custom query and if so can you suggest a sample query thanks
Listing all Activities - Column chooser doesn't provide Account or Request?!?!
Hi SC, The list All Events page doesn't give you the option to choose the Account or the Request in the Column chooser. The default view shows Associated to to tell you if it is an Account or a Request, it's not a lot of use without knowing which account or request!! Please can we see which account or request this event/task is attached to in the default view please?! Cheers Rich
Auto CC Options and suggestions?
Hi SC team, Firstly hope you are having a bit of a break, as you guys never seem to stop, and here is to a happy and bug free 2011! Now back to the original reason for me contacting you I'm afraid!! I am a bit confused as to the Auto CC configuration as it doesn't, at first glance, appear to be very intuative. I can see in the Admin Guide on page 79 how this is supposed to be configured. I needed to resort to the manual as I couldn't initially get this working!!! To me, and this is only my humble
Disable survey when using "Close without notification"
Hi, is it possible to disable the survey when using Close without notification, to the contact? Theres only 3 optins under survey settings: Send Survey every time 1)a request is closed. 2)(nr of) requests are closed. 3)(nr of) requests from a contact are closed. We use send survey everytime a request is closed (1). But when we use "Close without notification", we dont want the survey to be sent out either.
Assign a secondary engineer/group if you are set to OUT?
Hi Support, We have had a situation where a customer has replied to a request id that someone was looking at before they went on holiday. This was replied to by the customer and wasn't picked up by anyone. It would be really useful that if you logon to the system it automatically changes your status to IN in the IN/OUT swicth in the top right hand corner. When IN all messages for your assigned calls come to you. If you aren't logged in you should be able to assign a secondary support contact or group
Error when adding Support Rep
If I attempt to assign more than 1 Support Rep at a time to a role I get an error. You have selected '2' Support Reps to provide login. But your license permits only '16' Support Rep logins. The '2' changes with the number above 1 that I try to add.
Reply problem with images with API
Hi, i have been looking into using the sendReply with the API but found a annoying bug in the process. when i send a message the signature defined in SCP is automatically appended and all images in the signature get a wrong URL here is an example of a URL in a signature sent from the API using sendReply http://inlineimages/Language/Nov2013/15/1385224433250.jpg Here is the same image replying from the SCP portal http://support.domain.com/inlineimages/Language/Nov2013/15/1385224433250.jpg as you
Closing Call - Optional Notes/Dropdown option
Original Post September 2006 - Told in next release!!! http://forums.adventnet.com/viewtopic.php?t=19517 I have a query for the wishlist which I believe would be very beneficial for everyone. When you close a call, could we have a dropdown box with user definable options that tell you the reason of the closed call. For example if a customer resolves his own issue, and requires no further help from us choose close, and you get a dropdown (the same as level etc), where you could choose customer resolved.
Voting pages and enhancements
Voting pages and enhancements I was wondering if anyone would be good enough to take a look at the following questions for me please. 1) I was wondering who had voted for this as an enhancement on the voting pages Solution Topic Templates Ability to define a set of topics as a template. This template can be assigned to Accounts. This will greatly simplify the management of topics shown to accounts. I can't see anything on this in the voting pages, or in the discussion topics so why was this put in
Forum - New Type Request
Hi Support, I notice in other forums that you mark posts with "we will think about it" and "in progress", this, is a brilliant idea! Unfortunately I don't see any of these notes, next to where you see "so many people like this idea" within the SupportCenter Plus posts. Saves us all sitting in limbo thinking the hours of work we put in making suggestions and posting are actually getting looked at. I'd like to see this on the SupportCenter forum, but would like to see something a bit more constructive.
Unassigned requests change to pickup rules
Hi SC, Unassigned requests can get picked up by two support reps at the same time. You should not be able to pick up a call that is already assigned to someone without a popup advising. We have had several instances where one person picks up the call and someone elses screen hasn't refreshed within the time period set and both people pick this up, particularly if it is configured in a Notification Rule to add to a group. This results in a rather embarrassing situation where two people reply to the
Welcome Email for approved contacts
Hi all, Some of our Partners have quite a high turnover in staff. We go to a lot of effort to train these people in how to go about getting the right logs and diagnostics for the type of call they are logging. I was thinking that we could add some sort of Welcome email. At the moment once a user has logged a call for the first time they may either be in the system in limbo awaiting for approval, or if you have added the domain name matching to the account then they may be assigned to that account
Expand all and filtering the system discussions
Hi all, the discussion part of a request needs some additional tweaks so that it becomes more user friendly. I have a list of three proposals for future development should make everyone dealing with requests via SCP quite happy: 1. The discussion section should allow to filter out the system notifications - these are used only for tracking purposes and typically are just polluting the conversation 2. The discussion list should have the possibility to expand all conversations in order to allow everyone
Insert image in a canned response.
Hi, I see that is possible to insert an image when you reply a request. But want I want to know is how I can add an image to a canned response. There is no insert image button. Best regards, Jonathan Alé
Error when configuring mail
I get the following error in Mail Configuration FAILURE : Exception while processing the request. Please report the problem to the system administrator, with the Error Code - 1,392,065,310,979 Any idea how to correct this? Thanks!
IE10/11 bad visializazion of "Heading" icon Nr
It isn't a blocking issue and we can surelly survive with it, but I want just to inform you that the "Nr" icon in the toolbar is not correctly displayed using IE10 or 11. OK with Firefox and Chrome. SCP versions tested 7917 and 7929.
Clearing deleted tickets
We get a lot of spam or mass email replies that come into support center plus and we end up deleting them. These build up very quickly. What is the correct way to clean these out of the support center plus database?
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