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
updating multiple fields at once
Hi, I have a question; we migth want to change some fields/entries that we use in the tool. Is it possible to change it for all cases in 1 go or should we edit them 1 by 1 Regards Johan
Contact email entered in request
Hi, One small issue that has been bothering me that i hope you can fix... When i click on "add new"-->"Request" and enter the email of a contact that already exists the contact name is fetched and the contact input is populated and that is the way it should be ...... but ....... the account input is not populated. I have bypasses this by giving the contact input focus and use the "TAB" button on the keyboard to remove the focus from that input then the account input gets it correct value. Now other
Resolution tab not editable within ticket and no fields are rendered
We have a recurring problem that has happened 3 times now on completely different tickets. The resolution field is a mandatory field in our system and people cannot close without it being populated. When they click on the resolution tab of these problem tickets the resolution fields are simply not there. (see screenshot) Each time I have to remove the mandatory policy and close the ticket without resolution entry then re enable the policy. Version is 7921 and I don't see any such bugfixes in 7923.
Filter by "Now" compared to date/time in custom field?
We have added a custom date/time field that we called "Next Contact". Technicians set this manually when agreeing with user on a contact date/time. When we create a custom view of our requests, we would like to be able to filter out the requests that have a date/time that occurs later than "now". Available options only allow for choosing specific date, we want to choose "less or equal" to "now": Can you implement this feature, or tell us if it is possible to accomplish already in another way?
[SC+] LDAP accounts
Hello, I searched on google + on this forum but I didn't really find any reply to my question. We are using SupportCenterPlus 7.9 build 7908 with MySQL DB, we search are searching a possibility to use our LDAP with SupportCenter for obvious security reasons. Currently we are creating each contact manually and it's not very secure as you know. So, my question is, how to do? Is that possible? In this case, which SC+ version do we need? Is existing some HowTo docs? Thanks in advance, Have a nice day,
MySQL and JasperServer
Hi, We have been using JasperServer for some time now to produce more complicated reports and we recently started looking at Ad-Hoc reporting to allow our users drag and drop ability with the data and allow them to create custom dashboards. Recently we moved to the latest version on Jasper and this broke Ad-Hoc reporting for Support Center. Mainly down to version of MySQL that is running. Are there any plans to upgrade as Oracle have EoL'd this a while ago. Thanks John
Wrapper License third party?
Is Wrapper.Exe is ManageEngine product or third party tool? does manageengine takes care licensing for the same?
Notification Rule exceptions
Hi All, I was trying to find a way to set an exception rule for the Contact notification. What we want to exclude is one particular email address that automatically mails (from our website form) to support center. SCP then tries to send the acknowledgement notification, BUT this account CANNOT receive emails, this results in the bounce back being sent back to SCP. We want the normal notification rule to work for every other email address except this one. Anyone know how we can exclude this
Change Database Name MSSQL
Hello, We already have one SupportCenter Plus installation, which uses an MSSQL database. We are now rolling out a further two SCP installations, but we are unable to migrate the databases to our MSSQL server because we cannot edit the database names from 'supportcenter'. Could you please advise the steps to migrate our new SCP databases from PostgreSQL (installation default) to MSSQL, with different database names? Many thanks, Frank
Services Covered
Hi, How are Services Covered releated to SLA? We have a custumor that has a SLA (fixed price) voor Server monitoring, but office application is not in the SLA but on hour price. How can we use contracts for this problem?
Column Customisation
I've two suggestions here:1) Allow custom numeric fields to be formatted as per currency column if possible (with comma seperation) & left aligned views and reports. 2) Allow multi-select pick lists. Would be great if you can add it to feature lists.
iPhone AD Login
Hi, Tried to use SCP 7920 with iPhone. I'm able to login on SupportCenter iPhone App fine with a local user - but I cant login with an AD user. Is this a bug or is there another way to Login Active Directory users on the SCP iPhone App? Thnx
Numeric Field - Requests List View Column Bug
Hi, In version 7922 - any custom numeric field when selected as a column to be displayed in the requests view shows up in Date \ Time format. Pls. fix the bug. Thnx
Supportcenter for Iphone problem
Why not work restrictions roles in supportcenter plus for iphone? I can see customer tickets of all groups although added only one
Customize portal code
Hello all, I need to know how to modify the code of the portal to add the following code: <script type="text/javascript" src="javascripts/mobile.js"></script> This javascript will detect if the user is browsing through a smartphone or tablet, and it will redirect to: http://localhost/m
Hotfix 7923 released
Dear Customers, Today we have released our next hotfix 7923 Here you can download the hotfix 7923 http://www.manageengine.com/products/support-center/service-packs.html Here you have the list of features and issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7923 Thank You Regards, Arun SupportCenter Plus
Backups Failing
Hello, The backups of our SupportCenter Plus have been failing every time for a while now, whether they are scheduled, ad-hoc, over the network, or directly to the application server. Nothing works. The ManageEngine support technicians have tried but failed in several attempts to fix this. I was wondering if any other clients have experienced a similar issue? Our database is pretty large (over 80Gb - we have around 50,000 requests). Could this be an issue? Unless other clients have larger databases
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