Create Query report
i want to create a report to include Account/request ID/ Subject / Time Spent and Resolution. Understand that this is only can be done by query report. But how do i know what is the database table for Support Center Plus?
SSL Certificate and incomplete chain Support Center plus
Hello, we configured Support Center plus to use a globalsign wildcard certificate. (pfx-file in config, server.xml modified) The site works fine with SSL, certificate states no errors. But when we check our URL with SSL Labs we only get a B rating because the certificate chain is incomplete. Caused by a missing intermediate cerificate. How can we fix this ? If I check the certificate, certification path is see the root, intermediate and domain certificates without any problem. Kind regards, Infohos
How to properly delete archived reuqests in Support Center Plus
Hello, could you please help me in understanding in how to properly delete archived requests in Support Center Plus? We are using Support Center Plus 7.9.0 Build Number 7942 and MSSQL DB i found the following article in knowledge base, but i'm not totally sure about results after this query executing which variables i need to change in query below? only dates? delete from workorder where dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00') <= convert(varchar,'2010-04-01
Add Followers using API
How to add Followers while Adding Request using API ( Add Operation ). https://www.manageengine.com/products/support-center/help/adminguide/api/api-req-operation.html#addreq
request with timestamp
Hello, I have a problem when requesting my Supportcenter plus with postgresql ( 8.1.0 Build Number 8117 ) I have a bash script to bypass the problem : On linux : #### VARIABLE TIMESTAMP midnight=$(date -d 'today 00:00:00' +"%s") midnight2=$((($midnight) * 1000 )) And then i tried to have all revolved tickets since midnight, today "SELECT count(wo.WORKORDERID) FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser
Adding a new button
I'd like to use something like TamperMonkey to effectively add a button into my SC+ workorder view so that I can quickly update the status of the case (e.g. add a floating div with two buttons, one to set the status to wait for customer, and the other to set it to wait for support). I should in theory be able to use var s = $CS.getValue("STATUS"); to get the current case status once the entire page has loaded, but this is always undefined until I put the case into edit mode, at which point it's
Report and Business Unit
Hi, i've setup 2 business unit with same pool of Support Rep. How to generate report from all Business Unit?
SupportCenter - Forwarding emails doesn't include the entire trail
This is what we get when clicking Forward, whereas on our other Business Units it shows the full email trail.
Feature ID : 15372 - OAuth implementation for EWS connectivity
OAuth implementation for EWS connectivity is in our roadmap
[SupportCenter Plus] Insert images in Notification Templates
Hello Support. A question. Is it possible to insert images into the Notification Templates of the SupportCenter Plus console? Regards, Rafael Vega.
Add to HTML
Hi, I would really like to know how I can add to the Support Center Plus Portal custom HTML Now satuspage we are starting to use allows us to add a litle javascript to utilize in other webbased systems <script src="https://xxxxxxxxxxxxxxxxxx.statuspage.io/embed/script.js"></script> Can we configure this inside SCP or edit a file to accomplish this ?
Advanced Analytics - ZOHO Reports TLS update and SCP integration
Dear User(s) Zoho is exterminating TLS versions (v1.0 & 1.1) and support only from TLS 1.2 and due to which the integration between Supportcenter Plus (SCP) and ZOHO Reports / Advanced Analytics will not work for users whose SCP instance is less than SCP 8112 build. Please upgrade to the latest build to avoid any unnecessary issues. Service Pack available here. Note: As a best practice, please do the upgrade only in your Test environment and based on the status, do the upgrade in the Production.
keyword search not working (8110)
L.S. The keyword search in "Solutions" isn't working. We have many Solutions (178 pages) so we rely on the Search function. Note: We switched yesterday from a MYSQL to a PGSQL. see [##5616523##] Did we miss a step to reindex keywords in our Solutions? screenshots:
Send meeting like in outlook
Hi Is possible send a meeting from the system center portal and the client receive it in your mail client? it should be received as in outlook and that the meeting be seen on the calendar. Thanks! The closest thing I found is to create an "activities" but it does not send mail to the client. Thaks regards
Feature ID - 15380 - Ability to enforce strong password usage while creating a user login
Enforce strong password usage like including special characters when a support rep login is created.
Setting SLAs
I have set a three level escalation in our SLA settings. However, when this SLAs are violated, the system fails to generate alerts to the specified support reps that were added when creating these SLAs. I currenly use the 8.1.0 version with Build Number 8100.. Please help.
Time Entry Integration with Clicktime.Com
Hello! Is it possible to integrate the Time Entry for cases feature with Clicktime? This would be incredibly valuable for my team, being able to record time against a Support Request in SupportCentre Plus, and have that automatically create a Time Entry in Clicktime.
Can't add new request in Support Center Plus
Hi support team I've updated to version 8.1.0 number 8116. I try to add new request but when I click add request button so there is no new request appears in Request tab, although I view "all requests" Please help me to solve this problem Thanks
Feature ID - 15362 - Ability to configure custom notifications via "Emails / SMS / Push notification
Evening! Would be very good if we had an option to notify the Support Rep by SMS when a request was re-opened. Even better if we could only do that when based on specific Severity/Priority levels (eg. via Business rules).
URGENT Security Issue in Download Attachment API
There is a security issue with the way the Attachment Download API works. For users that are already authenticated in the application (ie have already logged in through the login page), requests to that download endpoint do not first check to see if the user making the request has access rights to the attachment that is being called for download. The regular download call does check this as it has the authKey in the request URL. Here is an example. I log in with a test user who only has access
$SenderName variable does not work in canned responses
The $SenderName field is available to be inserted into Canned Responses but when you reply to a ticket and insert a canned response the $SenderName variable shows up as 'NULL' in the email.
Support Center Plus, User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with dedicated sessions for Support Center Plus in the IT Service Management track with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the
AC manager character show ? ? ? ?
Dear Team, I User the SupportCenter Plus version is 8.1 (build number 8113) And here is my issue: 1． I type the Chinese user name in AC manager, but show the character ? ? ? ? while I saved. 2． How can I alert the contact while the request is closed by SMS? How can I resolved? Thanks!
File not found - Request attachments
Hi all, We have a similar problem to a few other topics on here, but one of main differences is that we haven't moved databases or servers and the location of the attachments is the default one. If I search the attachment folder there is very little in there, we have nearly 30,000 requests and about 32 attachments across all the different folders So I am a little bit lost of where these attachments are disappearing from, if anyone can offer any pointers it would be most appreciated. thanks Andy
Reports
After the last Update from 8114 to 8115, When I run my Time Reports for Billing, each entry is doubled in the report? There are 2 entries for each request in the report. Seems to be with Clients that have Contracts. Thanks Tom
Customizing Customer Portal Template and fields
Hello, I am wondering how can i modify the template that is in the customer portal when you try to submit a ticket without login as a user, because this template is too generic and lacks of a lot of important fields, like attaching a file or at least being able to rename the existing ones. I just checked the ApplicationResources file inside \SupportCenter\server\default\lib\classes\resources but when i try to modify something there, shut down server and restart it again, doesn't refresh my changes
Migrate SupportCentre Plus Build 7903 from SQL 2008 to new SQL 2016 Instance
Hi Can the SupportCentre build 7903 be migrated from SQL 2008 to SQL 2016, we are having issues when restoring the database from a backup Thanks Mark
SupportCenter Plus version 8.1 - Build - 8113 released
Dear User(s) We released SupportCenter Plus version 8.1 - Build - 8113. Please refer the Migration path table available here and upgrade to our latest build 8113. Enhancements made and Issues Fixed list is available here Note : As a best Practice, please do the upgrade only in your Test environment and based on the status, do the upgrade in the Production. Steps to do the Upgrade is available here You can contact our support at support@supportcenterplus.com for any assistance. Following is the support
Assign request with note and email to other rep
Hi When I assign a request and add Note and choose E-mail this Note to Support Reps and choose another rep, he will not get at mail with the note?
SupportCenter Plus
Hi Every body, I have a concern: SupportCenter Plus can add account template, contact template as required template? I want to edit the display name, location and some required fields to import in the Accounts and Contacts module. Anything about this idea Thank you very much !
Can you please add a "radio button(s)" option in the Request templates
Can you please add a "radio button(s) option in the Request templates or enable multiple selection in the pick list. Please
SupportCenter Plus version 8.1 - Build - 8112 released
Dear User(s) We released SupportCenter Plus version 8.1 - Build - 8112. Please refer the Migration path table available here and upgrade to our latest build 8112. Enhancements made and Issues Fixed list is available here We fixed few Performance Issues in this release. Hence we request you to do the upgrade in a test environment first and based on the upgrade status, do the upgrade in the production later. Note : As a best Practice, please do the upgrade only in your Test environment and based on
Import contact list from database
Hi All, Can anyone advise if it is possible to import contact list (user list) for SCP from different sources e.g. AD or other DB rather than importing from CSV file? I have looked through the manuall, but it looks like importing contact from csv file and outlook add-ons are the only available option to manage the contact. Please let me know if there are any solutions Thanks
change of assign request to other Support Rep.
I have created a role in which all our Support. Reps. can view all other's requests (from left view bottom buttons) and at the same time they have the facility to assign this request to other Support Rep. My requirement is: 1. provide display of all requests of all Support Reps. (its fulfilled). 2. Rights of change Support Rep to only limited Support Rep. (assigning the request to other support rep.) Please refer the attachment also.
How to remove by default "Tick" of field Billable in resolution.
How to remove by default "Tick" on field- "Billable" in resolution.
SupportCenter Plus version 8.1 - Build - 8111 Released
Dear User(s) We released SupportCenter Plus version 8.1 - Build - 8111. Please refer the Migration path table available here and upgrade to our latest build 8111. Enhancements made and Issues Fixed list is available here We fixed several Performance Issues , Mail server fetching related fixes , Indexing (Search related) issues in this build. It's one of the Major bug fixes release. Hence we request you to do the upgrade in a test environment first and based on the upgrade status, do the upgrade in
Customer Web Portal - Custom ticket submission
I am looking for anyone that has examples of customized ticket submission. That customization seems to be a big hole in the main application. You would think if you could customize request templates, then you could customize ticket submission by customers.
MySQL DB Support Stopped in SupportCenter Plus
Dear User(s) We have stopped MySQL DB instance support long back. However some users are still using MySQL as their database. Our upcoming framework changes will not support this MySQL database and they could not upgrade to the latest version and support for MySQL instance is also not available. Hence we request all our MySQL users to either move to MSSQL or PGSQL which is bundled with the application asap to get the support and service packs down the period. Please contact our support at support@supportcenterplus.com for
to stop auto conversion of email into a request / ticket
we need to stop auto conversion of an email into a request. sometimes contact replies on auto generated acknowledgement email of a new request and it when portal receives this email system creates a new request with ID number. We want to deactivate this mapping / rule.
SCP Migration from Windows to Linux
HI All, Just wondering if anyone has successfully managed to migrate from Windows to Linux? I'm toying with the idea but i'm not really sure if you can just restore from a SCP backup to the new Linux installation and if there are any additonal steps that are need. It's not worth even considering if i cannot take all historical data to Linux. Any experience on the subject would be much appreciated Regards Dean
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