Reply on Ticket
Hi, Whenever ticket is being made by any contact and one of your user replied to that ticket for eg User1. Then after sometimes if User2 want to update the status of ticket on same ticket after User1 reply, then User2 cant get option of reply instead it showed as "Marked as Private". In other words, Users cant update any status on company internal replies. Please guide how to fix this issue as User must update status by keeping intact all old conversation of other users. Regards, Brian
Archive user rights
I'm kind of missing an option under the user roles. You can grant support reps right to modify/delete requests but you can't assign/remove the right to place items in the archive. I'm using auto archiving and I don't see the point that a normal user can move a request to the archive.
Desktop Alert
Hi, Is there any option for desktop alert or popup of any new or old, incoming or outgoing ticket being made from support center plus in version 7.9.0? If yes how to enable that alert? Please guide. Thanks Brian
Business rule doesn't allow to clear the rep
If I create a business rule that moves a ticket to a different group I can't set the support rep as 'unassigned'. E.g. if I want to set the support rep I can set it to a specific rep but there is no option to set it to 'unassigned'. If the rule is applied and the assigned rep is not available in the destination group the group is not changed although the rule was triggered.
Multiple Notification Sender Address?
Hello, Is there any way we can set up a second "Notification Sender Address" to send ticket creation notifications? We plan to have two web page to support RMA requests for two different brands. We want the notifications for those requests, to come from two DIFFERENT email addresses. so users don't know these two brands are related. Here is what we would like to do, with one instance of SupportCenter if possible: UserA goes to Support.domainA.com creates a ticket, recieves a notification from Support@domainA.com
Limit number of users
Hey, We are currently in the process of limiting our users. Is it possible to: 1. not create an login/contact for users from a certain doman (perhaps filtering on emailadres)? I found how to do this for every user but then I could find how to send an automatic mail. Also, we would like to execute this bit by bit. So it would be perfect if we could say "users with an mailadres from this account do not get an automatic contact made". 2. send the persons an automatic mail with a reason to why the request
Question regarding TimeSpent Report
I'm looking for a way to create a summary report showing "spent time" and "amount". The problem I'm experiencing is that every request id with multiple time entries is shown on multiple rows i.e. if request id 1 has five time entries, request id 1 is shown five times, one row for each time entry. What I'm looking for in the report is the possibility to have one row for each request id no matter how many time entries a request id has. The columns "time spent" and "amount" should hold the total amount
Report History and activity
Good Morning, we need to know if any user run a report on Support Center, on other words, if there are a report running now, we need to know the support representer run the report also if possible the content or any data, also if there are something stored on database or logs show that. Thanks in advance.
Would you know me the Message Variables of Contact's & Support Rep.'s Job Title?
Good evening, Sir Would you know me the Message Variables of Contact's & Support Rep.'s Job Title? In Business Rules and Notify session, There is no variables about the above things, you know. Please know me or make those. Thanks always. KC.SONG
Support Rep activity reporting
We wonder if it is possible to find out what activity a support rep has done in the system? We think we have some support reps defined we don't need.. but we can't tell if they have logged on or not. Is any activity history for support reps available in the system? Even last logon would be helpful. thank you Steve Pustell
Change backup Path in a upgrade
Is it possible to force the upgrade procces to make the backup in another path (instead of C:\AdventNet\ME\SupportCenter\backup)? thanks in advance,
Using variables on reports
I would like to generate reports using variables like $current_support_rep, $current_customer and so one and didn't find references to these. Help will be appreciated. Mauro Felix
ERP Sync with SCP using API
Hi, I have been creating a CSV file from a ERP system and Support Center has a scheduled import of those files. included in the CSV are Accounts - Additional Fields. We are renewing our license and would like to implement this integration further if possible using the API so i have a couple of questions to check if this is an option. The ERP has an ID that is unique but SCP has the Account name as unique so this has been a problem when the name of an account in the ERP system is changed from XXX
How do i make sure all conversations and emails are normally marked 'public' ?
Hello all. I am confused how the system decides which requests.. and which additions and responses to a request will be marked 'private' vs 'public'. in most cases we want every thing public . . I found a response which indicated that i could change the processing.. but when I follow the path outlined in the response I cannot find a similar configuration path in my system. I suspect that the response was from an older version of Support Center Plus We are running Support Center Plus version
What is the impact of deleting a support rep on requests they have previously been involved in.
We have had some staff turn over. We would like to delete support reps so we can use those licenses over again. When we delete a support rep.. what will happen to tickets they have worked in the past.? Will they still show in the ticket history, or will deleting the user cause some confusion in the tickets they have worked in the past? Thank you Steve Pustell
Merge by subject?
Is there a way to merge requests by subject? Many users respond without the ticket number and that creates new tickets Thx, Franck
"Add New" button disabled whilst adding an incident
Hi, I would like to request that the Add New button situated towards the top of SC+ is disabled/removed when contacts are adding new incidents. This has caused a lot of confusion and frustration for our clients because the difference between this and the Add request button is not clearly understood; whilst the Add request button at the bottom will save their new incident, the Add New button at the top loads a new incident page, wiping all information the user has entered. Andy
Live Chat in SCP
Dear Support, I saw many forum posts here and found that the Chat will be available in SCP and it is in Roadmap, But i didnt find Chat in SCP or even in Roadmap. http://www.manageengine.com/products/support-center/roadmap.html Is there any hope that you will integrate Chat system with SCP or SDP.
Out of Office functionality
Hi guys, Is there anything on the roadmap to allow for responses to be sent to a second individual and/or team when someone is out of the office? To expand, the scenario we're trying to capture is when our support reps are on holiday or otherwise out of the office. On these occasions, our clients respond to their incidents as per normal, but all the email replies which are sent to the support rep get missed, because they're not at work. In these circumstances, it'd be REALLY useful if there
Request Import via Excel - a couple of issues
First - I'll give you props... I asked for this feature 3 years ago (or something very similar) and finally!!! It seems to work fairly decent other than: The Support Rep field does not map automatically. All the other fields do though. We 100% need the ability to send emails on creation - to both the contact and the assigned Support Rep. Other than - we are cool with this and will use it on a very regular basis.
No Support Rep exists with name 'user'
I cannot assign request at Iphone, the error "No Support Rep exists with name 'user' ", but i can to assign with web site.
Disable Contact
Hi, I was asked one question about how to disable a contact in Support Center Plus. I started looking over the contact module but i did not see any logic how this process should work. If a contact for example leaves a company and you would like to have the history but not allow the contact to create new request. how do i disable a contact ?
[SYSOUT] | [INFO] | [35] |: startIndex 2626 (loop)
I have the following problem: SupportCenter service stopped and to start it again after upload was falling with sh run.sh screen, looking at the logs, I found a loop with the following message: [11:08:29:200] | [09-24-2013] | [SYSOUT] | [INFO] | [35] |: startIndex 2626 | was repeated consecutively until: [11:08:29:508] | [09-24-2013] | [SYSOUT] | [INFO] | [35] |: startIndex 58855 | need to please type of error can be associated with this message, I appreciate your help
External Actions DLL
Hi, I have started looking into the External Actions. I obviously need to start programing in Java to me able to use this feature is that not correct ? do you think it would be possible to compile your implementation classes to dll´s and for other languages to extend that functionality and that be integrated with ExternalActions or would it be possible to create a generic wrapper in Java that executes Actions in PowerShell commands? If the simplest way is for me to program in Java, what development
Duplicate account
When inserting a new account an error occurs saying that this account name already exists but this existing account is not listed.
Hotfix 7925 released
Dear Customers, Today we have released the hotfix 7925 Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of features included and the issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7925 Upgrade instructions available here Thank You Regards, Arun SupportCenter Plus
restore error SCP
I have problem witch restore SCP. I need help.
Duplicate request - selected Product resets
Hi! SupportCenter Plus v 7.9.0 build 7923. Whenever we duplicate a request, the Product field resets to "Select product" instead of whatever was chosen on the primary request. Often, but not always, the duplicates also drops the contract information so we get an informational banner on top, stating that there is no contract information for the request. Then we have to edit the request, empty the user name field and select the Account once again, then type the user name and update the request. Mostly
Age analysis report
I need to create a report that basically has these columns: Rep name Number of requests younger than 2 days total time Number of requests older than 2 days but younger than 4 days Number of requests older than 4 days Something to that extent. I can do further customisations if I understand the basics, I have basic SQL knowledge. Also, I need the number of requests but would like to be able to expand / pivot / drill down on each number to see the related requests. Is this possible?
Support Centre Plus CPU Utilization
Hi Guys, I am running Support Centre Plus with Windows Server 2008 64 bits, the CUP goes up 100 % and I tuned the java the wrapper.conf and I changed wrapper.java.maxmemory to 768. The cpu goes up to 100% then it goes down, there is not much load on the server, thanks
Unable to delete from SCP
Hi Team, Did a backup and restore of SCP onto new system and since then I cant delete anything - requests, contacts, accounts or even attachments. Gives me an error 'Request deletion failed'. It went un-noticed for some time since no one really deletes much. SCP 7920; SQL Server 2008 Enterprise 64bit; Windows 2008 R2 64bit OS; SQL user is admin mode Relevant part of error log when a deletion fails pasted below [20:11:31:019]|[09-08-2013]|[SYSOUT]|[INFO]|[21]|: The credential is Credential Object
Creating Custom Request View causes Tomcat Error
Hey Hey, Whenever I try to create a new Custom Request View, I receive the following error from Tomcat: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Invalid Table alias prod specified org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Technician able to see multiple business units
Hello, How can I configure my technicians to be able to switch between business units in SupportCenter Plus? Thanks, Scott
Hotfix 7924 released
Dear Customers, Today we have released our latest hotfix 7924. Please refer the below link to download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Refer this link to know the list of feature included and the issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7924 Here is the instructions link for the upgrade http://www.manageengine.com/products/support-center/faq.html#upgradeservice Thank You Regards, Arun SupportCenter Plus
How to delete user from database for support center plus sql database
Query to delete user from SQL database for support center plus.
Email fetching constantly stopping
Hello, Just recently, I have run into the problem where email fetching just comes to a stop. We've been testing the environment out for close to a month without any issues, and now all of the sudden, right before going LIVE, this happens. I need assistance ASAP!!!!! Things already done: Rebooted system Cleared the mailbox - This works afterwards, but then stops again. Disabled the Mail loop and mail storm prevention settings. Is there anything that I am missing here?
How to disable request autorefresh
Dears, kindly advice if we need to inforce useres to disable auto refresh of requests page or at least limit the auto refresh to force the referesh interval to be not less every 10 mins. If it possible to hide it from design, from code, or set any variables. Note: I know it is possible to make it from web individually, but what i ask is to force it from the server side. Thanks in advance.
CC List and Mail attachments through API
I'm using build 7923 and I'm very happy to see you've added attachments in API. From now on, I could create request with attachments! The remaining problem is I still could not include attachments in reply/forwards through API, even when using includeOriginalContent=yes. Besides, there is no API to add auto CC List to the request, which is very needed! Is there anyone working on these? Thanks for your help. Support Center Plus is a nice product indeed.
System Generated Request
Hi, Is there anyway to stop the system generating request i.d.'s withing existing requests, from an auditing perspective it is not helpful when there are apparently missing tickets when selecting all tickets. I know how to locate these tickets and that the system is generating them, but this does not assist the customer form an auditing perspective.
Recording all communications & reporting on communication frequency
It would be great if SC+ could record arbitrary communications with customers, with an indication of whether it was an incoming or outgoing communication. This would allow us to keep track of whether our support reps are communicating with our customers frequently enough. At the moment SC+ records incoming and outgoing emails, and we encourage reps to use the notes to record phone calls or remote control sessions. We cannot police if the customer is calling us or if we are calling the customer. It
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