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
Json in API
Hi, I am wondering about the JSON implementation in the API. None of the JSON responses have a key - value but just values I am looking into changing from XML to JSON to increase performance but no deserializers for C# can handle the response for example response for priorities look something like this {"response":{"uri":"/api/json/getFieldList","result":{"fieldList":{"3":"Medium","2":"Normal","4":"High","1":"Low"},"status":"Success","statuscode":"200"}}} If i would convert this to a class
Problem with supportcenter for iphone
Why not work restrictions roles in supportcenter plus for iphone? I can see customer tickets of all groups although added only one
Report Character Limit
Hello, Is there a limit on how many characters can be displayed in a cell of a SupportCenter Plus report? I have 'Description' as a column in one particular report, and when produced in any format the text cuts off after about 240 characters. Cheers, Frank
Parsing Incoming Email to Separate Business Units
With an incoming email server setup in the Global Email Configuration, how do I setup two separate Business Units to parse incoming email to create a Request in the appropriate Business Unit? For example, one BU is for Client Service Requests and another BU is for internal Project Requests. But the incoming Global Email Configuration can be setup for only one email server name. (Adding email IDs in the individual Business Unit's email configuration will not work in my case since a contact's email
Smart Rules
Dear Support, I'm testing the Support Center Plus application which I find so strong. The aim is that I replace my current Ticket managing software. For information, I added a new value for Request Status called 'New'. Bellow some examples of the rules that I'd like to create : 1. If a request is in New Status since 5 minutes, the BU admin must be informed and all the BU Suppprt Reps 2. If a contact respond by email to a current ticket since 10 minutes and the Support Reps to whom the request is
Primary and Sub Accounts
Hi - here's where i am - one primary account - several sub accounts - i set up anew contact with the ability to see everything in the primary and subs, however, when they raise a ticket and assign it to the primary, there is no option to then assign it to sub accounts which is not good as most of our contacts have access to sub accounts only - appreciate any help with this?
Missing Tickets
Hi, There are a number of tickets missing from the sequence of tickets raised - i have tried what i believe to be the obvious - made sure that All Tickets is checked, also looked through the System Log to look for deleted tickets, but i can't locate - any suggestions greatly appreciated. Regards Andy McBride
Assigne a ticket
Dears, Is it possible that a Support Rep in BU1 assign a request to an other Support Rep in a differente BU ? If yes, may you tell me how. Thank yoy. Rgds. Walid
Ticket Numbering
Will this same concept work for Support Center Plus? Connect to mysql database as follows: From the command prompt, C:\ > cd ManageEngine\ServiceDesk\mysql\bin cmd > mysql.exe -u root -P 33366 service desk Note: For MS SQL connect to the Query analyzer of the SQL server Create a dummy workorder as follows: mysql> insert into workorder (WORKORDERID, REQUESTERID) values (19000,2); [ 19000 is the dummy workorder id number to start the requestid from 19001. 2 is a valid requester id. You may have to
Multiple emails on changing status to Close
SC+ sends 2 emails if and when a Ticket is marked Closed. The email acknowledges for the Update and second is for Close status. I guess there should be one email and that for the Closed status. Thanks, Ahmer
Advanced Request Search button missing?
Can you please explain how to get the Advanced Request Search button (as shown here: http://www.manageengine.com/products/support-center/help/adminguide/search-tips.html) back? I don't seem to be able to locate in my 7918 installation. dcc
File Upload though API
Hi, I noticed in your latest update 7922 file upload in the API is available. and i am VERY happy it is. unfortunately when implementing it into my outlook add-in i get an error regarding the size of the attachment. "Error while adding attachment. You can't attach files of size of more than 20 MB" document attached is the input and as you can see this is not close 20MB :) This is definitely not the case here. I see three options but i might be wrong 1. Error message being displayed is incorrect
Externally available RSS feeds for announcements
Hi, Can someone please let me know whether it's currently possible for our Announcements to be made externally available to our clients using an RSS feed? We'd love to use this feature in order to let our clients know when updates to our product line are being released and this seems like a simple, elegant way to do so! Thanks in advance, Andy
SupportCenter Plus Reporting - Notes
Hi there, I have been able to build the report I need but am missing one column. I need to include 'Notes' in the report and so far have not been able to find that ability. Can I get some help on this? Thanks QUERY SELECT std.STATUSNAME "Request Status",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Contact",org.NAME "Account",wo.TITLE "Subject",longtodate(wo.CREATEDTIME) "Created Time",cd.CATEGORYNAME "Category",std.STATUSNAME "Request Status",longtodate(wo.LASTUPDATED) "Last Updated",ocontact.EMAILID
Problem with update
I just updated Support Center Plus and am receiving a blank page when I access the site.
Hotfix 7922 released
Dear Customers, Today we have released our new hotfix 7922 -> Create your own plugin with 'External Actions Plug-in' in SupportCenter Plus. We have developed a default plugin for JIRA application -> Option to add attachments via API and much more in this release Please go through the below link to know the list of features and issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7922 Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html
Notification for groups
I have the group notification of "Send notification to group support rep(s) when a new request is added to this group" enabled but it's not working. the group reps are not notified via email. can someone please help me
"ISREAD changed from true to false"
I was wondering which actions on a request that toggles the ISREAD status? Is it for example when a support rep changes something in the ticket while it is assigned to another support rep? If so, what needs to change? Request status or something else?
Editor view HTML source Button
Hi, Is it possible to enable the HTML button in the editor again. We really need this to be able to fine tune the layout and look of solutions and canned responses. Best regards, Valdi Hafdal URL : http://www.valinc.net [Outlook Add-in for Support Center Plus] http://www.valinc.net/scp [Outlook Add-in for Service Desk Plus] http://www.valinc.net/sdp
field Support-rep is called technician in the error
Hi, If I try to close a request where the support-rep field is empty, the following warning (see "attachment") is displayed on my screen. The field Support-rep is called technician in the error. This is confusing. With regards, Jolanda Matse Helpdesk@farmedvisie.nl
searching requestnumber gives a false textbox
When I search a requestnumber ( In Internet Explorer) by typing in the number in the box, the following textbox apears: In Firefox the problem doesn't exist. With regards, Jolanda Matse helpdesk@farmedvisie.nl
[SCP ver.7921] Searching section problem with korean
Hi, there Recently, I got an upgrade to SCP ver 7921 . That's nice to work, as like speedy, and more surpass functions then other tools didn't got. Thanks and thank you very much. But I found a serious problem of searching field at Requests tab left top. Exactly, If I make a search by English or Number or Request No., it works well and no problem, but, If I typed searching order by korean(or other languages, I don't care :)), it can't find any of those tickets. It worked well at previous versions(it
How to insert Canned Response without removing previous Email History?
Hi, Is there some way I can insert the canned response's into a reply email without actually deleting the existing email trail & subject? It so happens sometimes customers dont exactly respond on time and we have to send quick email reminders by inserting properly formatted canned email. But without the history of previous emails - everyone in the email chain gets a bit lost as to which case we are really referring to. Thnx Renjith
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