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
Formating Request
When using the API, and using addRequest method, I would like to format the request using bold/underline/tables the same way you can do it in the editor. I've tried HTML, but if you send it <b>Bold text</b> You get Bold text<+strong> Can someone help me with the correct syntax? Thanks
Formatting in custom reports
How can I control formatting in custom reports? When using custom SQL, items such as hyperlinks and column widths go away. Can these be customized by report?
API Functionality
Hi all I have a query regarding the API We currently have an external website and would like to authenticate external users to this web site via SCP. As far as I can see we cannot use the API for this but would like to. For example User opens our generic site and there is a login box, if they have access through our SCP as a contact they can input the same username and password and be authenticated as a genuine client, once authenticated they would have access to non public website. The
Synchronization
Hi! I'm trying to synchronize our home db with SCP, so that this process goes fully automatic. But everytime after migrating the data from our home db to SCP I get 'FAILURE : Login with same name already exists. Please provide different value for Login Name.'. I suppose that the problem is that I'm looking for the last id(e.g. for account) in SCP by means of a direct query and then write the data into the next available id and you by saving the data looking firstly for the id in .cfs files. Would
automatically make % complete field 100% when close ticket
Is there a way to automatically mark a ticket as 100% completed when the ticket is closed?
Share reports with contacts
How can I show or share a report to a contact? Regards, Hoya Admin
Can we hide Cost field from Support Reps
I don't want support reps to see how much I charge customer for their hourly rates. Is there a way to hide this field when they enter their time?
Multiple Contract's for different time entry types
Hi, We are running into a similar problem all of the time with our contracts. We sell a telephone and email support contract, with limits on either number of incidents or time-period. (e.g, level 2 support is unlimited incidents within office hours (8am/6pm)). However this level of support contract only covers email and phone calls. If customer wants a Webex, or for us to work remotely, they have to purchase hourly based units (1 unit = 1 hour). So, when someone buys a level 2 contact, plus 10 hours,
API - Update contact
Hi In the api, I can add contact by using "addContact", and successfully retrieve a contact through "getContact" What I would like to do is "updateContact"? Is it available in the API? Thanks
Supportcenter API documentation
Hi SC, I have seen that there is some very basic details on how the API works. We need to know what this is capable of before investing in the Enterprise licence to get the API added. As far as I know the plan is aware we need to use a Sales based CRM package to be able to make calls to SC to add new accounts and people etc and then expand this capability from there. We obviously have the developers from the CRM package keen to help out but it seems to be a matter of buying the API and then seeing
SupportCenter Plus API for attachments
Hi, Is it possible to create a form using API with an attachment field? Thanks in advance.
Hotfix 7921 released
Dear Customers, We have released our new hotfix 7921 Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and the new features available in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7921 Here is the upgrade instructions http://www.manageengine.com/products/support-center/faq.html#upgradeservice Regards, Arun SupportCenter Plus
Unable to add Product Additional Details to the Support Request Template
Mornin SC, Basically Unable to add Product Additional Details to the Support Request Template! As simple as that. When I go to modify the template I can't see any of the Additional Product fields available for me to add to the template, is there something I am missing? Regards Rich
Huge Performance Improvement - Support Center Plus for Linux and Windows
We have 500+ techs working on our installation of support center plus. We regularly were hitting system limits with the DB pool, java VM stack and jboss web threads. After days of trying different tuning parameters our system would either fail regularly with thrashing java threads or our goliath db server would fall over from too many concurrent operations. This was with versions 7903 - 7905. So, watching the db connection pool we discovered that support center was not managing the DB connection
Upgrading from 7913 to 7920 - repeated failures
Hi, We're contacting you after our third failed attempt to upgrade 7913 in the hope that you'll be able to help and this post will subsequently help other users. The first thing I'd like to know is whether it's possible to do an upgrade without the system running a full backup beforehand? Our system is hosted on a virtual machine running MS SQL 2008, therefore there really is no need for your application to spend 2 1/2 to 3 hours trying to do a backup for each upgrade (we have to go through
Default Support Plan and rate type
Hi SupportCenter Plus : 7.9.0 Numéro de version 7918 FRENCH On receiving request from a customer in the application, A search is conducted for the customer and his company in the available list of contacts in the database, i.e., if the customer has an existing Account in the database, and If the customer's request pertains to any Product that is associated to the account. If the customer and his company details are not available in the list of contacts in SupportCenter Plus database, then the Default
Resolution files
It would be really great if we could attached files in a resolution!
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