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
Hash (##) in requestno. when forwarding e-mail
Hello, We started exploring SupportCenter Plus 7.9.0 today. When we forward a request through e-mail, the subject line is filled like this: [Fwd: ##10## : Test]. Is it possible to change the # symbol into another symbol? We are also using ServiceDesk Plus (in another department) and we want to be able to forward a request to ServiceDesk Plus, without connecting it to an already existing request in ServiceDesk Plus.
Support Center Plus - Productivity Report
How do I run a productivity report in Support Center Plus ? I need to know which tickets the supports reps worked on and for how long.
hour based contracts
Hello, I have an hour based contract for an account. If i change the hours purchased, the hours remaining does not update to reflect that new hours have been purchased. To reproduce 1. make a contract with 20 hours 2. make a request with a time entry to subtract some hours from the contract 3. add some more hours to the purchased hours-the hours remaining does not update to reflect the additional hours
Request Template Colors
Is there a way to change the Template colors in the form. I use 5 Different Templates and I would like to change the Frame colors? Is this something that can be done. Thanks Tom
Business Rules: Criterias are not saved :(
Hello, Is there anyone having this issue? I create multiple criterias in my business rule and i save it When i go to the business rules list, my new one doesn't have the criterias or maybe one or two !! I tried t add them one by one saving in between, but there is no consistency ... Not even an error message telling me my business rules have something wrong ... Just have to pray to see it saved the next time! Thx, Franck
I can't change account after patch 7918
When I go to change the default account set in a new request, I detect that when I try to chane acxcount option, the list of all account appear bu t I can't select any .
Forgot Password Link Not Working
When a user clicks the Forgot Password link (on the client login page) they receive an email to reset their password. The link in the email however does not work. It returns the use to the login page. Is there something in the Admin section that controls this? SupportCenter Plus Version 7.9.0 Build Number 7914
supporcenter error in run.sh in centos6
After installing the supportcenter, i run "run.sh", and gives the error "run.jar" not found. where is this file? i don't find it. After the install wizart finished it shows a warning with: Could not find or load main class com.adventnet.j2ee.deployment.service.internal.JarCompressor Perhaps some files where not uncompressed? Any help please? Thanks David
Hotfix 7920 released
Dear Customers, We have released our next hotfix 7920 Here you can download the hotfix 7920 http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and the new features from this link https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7920 Thank You. Regards, Arun SupportCenter Plus
Archiving requests
Hi, In the features list (https://supportcenter.wiki.zoho.com/Features-list.html item SCF-3697) is a description about archiving tickets. Has this feature been implemented yet? And if so how/where do I set this up ? regards, Allistair
Change default domain/auto login
Hello, Is it possible to change the default login option to the secundairy option? By default lokal is selected, but the domain should be selected automatically, because we have the active directory integration enabled. It would be even more nice if the automatically windows login settings could be filled in (that means if you login to you computer then you never have to fill in your username/password if you try to open the supportcenter). This is something that is possible on much IIS websites.
Solutions should be sortable (in Insert Solution view)
Per req ID 6831108: there is no way to sort solutions alphabetically or another way (sort by ID is the default and cannot be changed). I know I can sort in the Solutions view, but that does not help my users. Alphabetic sort should be the default sort or you should allow users to sort by Solution Title.
Bugs found in 7916 - Please confirm if this is the case for anyone else?
1 -- Clicking "Add Resolution" makes the general area disappear without presenting an entry box - does work on Mobile pages (when using the mobile phone version of SC). Have checked in both Firefox and IE, same behavior 2 -- CSS styles seem to malfunction. I will set a font colour for an outbound message (Using Firefox) but the font colour will change when being compiled and sent by SC to customer. 3 -- CSS Styles odd behavior - perhaps related to item 2 in this list, when modifying the notification
Mail attachment in notification?
Is there possible to include attachmants from original request in Notification message? as example in rule "Alert Support Rep by Email when a request is assigned" Thanks for reply!
Calendar and Outlook sync
SC+ is the best, but calendar is poor. Please do consider implementing work week calendar, with technicians occupancy in different colour. That would be conected with Outlook or Exchange. Seamless integration, meaning one can open account, mail, task etc. from Outlook should be final idea.
When I create an incident from the customer portal, the incident is not assigned to a technician?
When I create an incident from the customer portal that is not assigned and not displayed to the technician who is assigned to the specific group. Insert a picture of the problem. Thanks.
Capturing quantity of Product in a ticket using Request Template
I'm configuring the Support Centre to be used by an administration team (not IT) to manage workflow of requests. I'd like to quickly capture the allocation of products to contacts for reporting purposes and so have confirgured a request template to capture this. However, I can't seem to be able to use this feature to capture the quantity of that product allocated. For e.g. We'd like to capture overall costs of a project. John comes to collect 15 bottles of water for a project meeting. I'd like
Supportcenter plus - Ms SQL test and full update only configuration
Hello! We are going to use Supportcenter Plus. Of course we have done a lot of work in the evaluation server No we have set up the full server. Same versions of Supportcenter Plus Windows server 2008R2 on both The full server uses a Ms SQL server (Also on windows server) The evaluation server uses a Ms SQL express (Locally) In full server we have done none of the configurations but we do have contacts and sup reps. We would like to "copy" the configuration (everything but sup reps, and contacts)
timestamp format option
Please add an additional option (for Ticket dates) to have both weekday AND time in AM/PM format? (e.g.: Thu, May 2, 2013 11:59AM)
Rendering Exception
I am using the Configuration Wizard to add Departments. I had previously set them up under the default settings and discovered it was not working. I then changed the site name and started linking the Departments with the sitename which sorted that problem, however, the names in the department list now show up as [Rendering Exception], the information inside each entry is correct and will works correctly in the template, but the list of departments all show up as [Rendering Exception] for each entry
How to change default Font size ?
Hi, I know to change the default font the following value has to be changed: ZE_Init.defaultFontFamily = "Verdana" ; How to change the default Font size from 12pt to 10 pt ? We configured the Font size 10pt in the "Email Templates" but sometimes they appear in outlook like this: "But we do not have any details currently" even if SCP doesn't show this difference. It seems it switched "automatically" to the default font size.
Can not install patch 7914 in Linux
Hi! Forgive my English. I trying to upgrade my SupportCenter Plus (version 7804) to a newer 7914. My command is: sh UpdateManager.sh -c -option i -ppmPath /opt/jboss/upgrades/ManageEngine_SupportCenter_Plus_7_9_0_SP-1_4_0.ppm When I see error: Starting mysql server reverting in preprocessor ======================================================= Error : Please wait reverting to old build!!! 1. Renaming modified mysql 2. Extracting backup mysql =======================================================
Hotfix 7918 released
Dear Customers, Today we have released our new hotfix 7918. You can download the hotfix from the below URL, http://www.manageengine.com/products/support-center/service-packs.html Some of the awaited features are available in this release like Schedule Data Archiving Enhancement in the Survey (Additional criteria can be included for sending surveys) Account and Contact swapping in the Request form (Based on the Account selection, associated Contacts will be listed) Complete list is available from
When I create an incident from the customer portal, the incident is not assigned to a technician?
When I create an incident from the customer portal that is not assigned and not displayed to the technician who is assigned to the specific group. Insert a picture of the problem. Thanks.
Phone systems?
Are there any plans to integrate additional ip phone systems? Tom
Email field in contact area in new request rest to null after typing Name (for new contact)
Scenario: 1. Create a new request. 2. Complete the email field to find the contact by email. 3. No match found, return to Name field and fill in the name. 4. Try to tab to Email field (impossible, so click in Email field): previous value is blown away and I now have to start over.
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