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!
No contracts associated to this request warning
In some of my requests I have the following warning. How can I fix this? No contracts associated to this request. To view all active contracts of this account click here
7704 - Dashboards: Pending requests by Support Rep
Hi, In 7704 and the Default Dashboard, the "Pending requests by Support Rep" widget only appears to show incidents whose status is Open and not those whose status is acutally Pending. Is there any way to change this so that it actually shows what it's supposed to? Cheers, Andy
Attachments in canned responses?
Is it possible to attach a file to a canned response?
Mobile Client and Windows Phone 8
Hi, we run SupportCenter Plus Professional Edition, installed on Windows 2008 R2. SCP is most recent, Build 7920 When our technicans try to Login via http://ServerName:8080/m they always get a yellow box "error loading page", which looks like a jQuery Mobile Box. Reinstalling SCP did not help. SSO or AD Integration is not activated. Loging into the "Desktop" Version via Windows Phone does work ... Any Idea what we did wrong? Thanks in Advance Leo Rave >> mDAKS GmbH
Configure email to not delete email in external server
Is it possible to configure incoming email to not delete the email in the external server?
Send reply and close issue
Hello, Is it possible it incorporate some sort of 'Send and Close' or 'Send and perform action' button when replying to a message? We often send a reply and would like to close the issue immediately, but we also have to assign it to another technician. So it would be great if that could be done all by the system in one go. You would type the 'final' reply. Press 'Send and Close' and the reply gets send. The issue get assigned to another (predefined) technician and the status gets changed into Closed.
What's up with the Reminders function?
Is it just me, or does the Reminder lack som functionality in SC+? I can add reminders just fine, but then nothing happens. The button with the bell doesn't change color or appearance at all, when the reminder is due. There is no popup window or anything to draw your attention to it. I have to manually click to open the popup. How is it supposed to work? Regards, Camilla
Business Rule with "Description Contains"
Hi, I cannot get the Business Rules to work with the criteria "Description" "contains". It seems the "contains" variable uses the behaviour of the "begins with" variable: The rule only triggers if the email body begins with the text i specify in the rule, not if it is included further down in the text paragraphs. Is this a known problem in SupportCenter Plus? Regards, Camilla Edit: After further testing, it seems the rule doesn't read the entire email. When I remove 738 characters that appear before
Mail Fetching Slow and Keeps Stopping
I've installed a trial copy of SupportCenter Plus on a W2K8 R2 SE VM w/4-vCPU's and 6GB RAM (plenty of horse power). I configured it to pick up e-mail from an Exchange 2010 server on the same LAN. I dropped about 1900 messages into the Inbox of the support e-mail account and monitored SupportCenter as it imported the messages. Problems: 1) The mail fetching process seems to keep stopping, though it is configured to run once a minute. If I don't select the Start Fetching button, the "Last attempt
Ability to use ctrl to select multiple items in drop down
It would be helpful that multiple listings in a drop down could be selected using ctrl key.
Slow response after 7920
After updating to 7920, it take considerable amount of time to open a response or a new response. Actually entire system has slowed down. When assigning emails, it will state that the emails have been successfully assigned, but they just sit there for upwards to a minute or 2. The screen does not refresh. Overall this is wasting a lot of time. Thanks for looking into this.
Email Command Field Names
Hi, Using SupportCenter Plus build 7920 and trying to make use of the Email Command function... I can send an email with parsing commands and get a new request auto-created, but all commands are not registered. Can you help me out with what to type to set the Requester, Account and the Request Template? Is it even possible in SCP? Is there a complete list of field names/email commands, valid for SCP? Regards, Camilla
Show most current note in report
How can I make this report query show only the most current note? SELECT prod.COMPONENTNAME "Product",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",wo.TITLE "Subject",ti.FIRST_NAME "Support Rep",LEFT(LTRIM(REPLACE(wo.DESCRIPTION,'\r\n',' ')),200) "Description",LEFT(LTRIM(REPLACE(nt.NOTESTEXT,'\r\n',' ')),200) 'Notes' FROM WorkOrder wo LEFT JOIN WorkOrder_Product wo_prod ON wo.WORKORDERID=wo_prod.WORKORDERID LEFT JOIN ComponentDefinition prod ON wo_prod.PRODUCT_ID=prod.COMPONENTID
Search on Request # with no results
Search on Request # with no results, however if you look up by contact the request is there. If you select the Contact and then click on the request you can just view and not add any notes or edit. Need to be able to Search on Request Need to be able to Search on Contact and be able to open the ticket and have same capabilities as when you search on the request number and select. Thanks Kathy
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