contract
We used SCP since several month now and we have a big problem with contracts. We can't import contracts like for contacts or accounts. this part it's really important We have contracts during short or long periods, we have the modifications during all the year. I read that a some persons had already made this request for a long time but no success. This import will be possible one day in SCP?
iPhone App bug
The iPhone App for SupportCenter Plus has a bug in it. When entering a Time Entry on a Request through the App, in the Time Taken to Resolve field it does not calculate or consider the minutes when multiplying the Support Rep's Cost per hour x the Time Taken to Resolve. Example: (Time Taken to Resolve) 1 hour 43 minutes x $125 per hour (Support Rep Cost Per hour) should = $214.58 Since only hours are considered in the equation and minutes are not considered, cost comes out to only $125.00.
Issue when a Support Rep creates a new request via Email.
When our support reps send an email to our ticket system to create a ticket (on behalf of a customer(account) most of the time) the ticket system assumes one of our active accounts.. which only has a 1 in 50 chance of being the right customer. I know we can then go in and change the contact field to a valid contact for the desired Account, and so force the resulting ticket into the correct Account after the ticket is made.. How can we tell (and manage) what end account will be assumed for any
How long before a DRAFT saved expires?
How long before a DRAFT saved expires? Will the drafts be deleted once a ticket is closed?
Hotfix 7916 released
Dear Customers, Today we have released our hotfix 7916. Here you can download the service pack http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and features available in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7916 Thank You Regards, Arun SupportCenter Plus
Email Signatures
Is there a way to create a global email signature? I want to add one so that any time a support rep emails from the system, it defaults to the global signature.
Viewing your Open and On Hold tickets + Unassigned in the same view
Is there any way to view following ticket types in the same view? All of your Open ticket All unassigned tickets All of your On Hold Tickets It seems that with the view creation interface I can have two of the three, but not all three. For example, I attempted to configure as such: http://grab.by/iRlq However, with the OR modifier, it also shows all tickets that are currently open, so I get everyone's tickets. With the AND modifier, I don't get anything, because it's impossible to show me tickets
XSS security vulnerability
There is a XSS (Cross-site scripting) vulnerability in SupportCenter Plus. I have used the feedback option in SupportCenter Plus to notify the correct people but they are not responding. Either they don't care or they didn't receive my message. I will give them the benefit of the doubt and wait for a few days before disclosing the vulnerability on this site.
Support Center Plus Version 7.9.0 build 7903 new Product Type dose not show up in pull down menu in contract page
I have added new products to the "Product Type List" tab under administration account settings however they do not show up in the pull down menu in the accounts tab when trying to associate the "product" to the account. The old "Product Types" are listed but not the newly added product types. Because of this, there are no "products" listed in the Contract Tab for the contract I am trying to create. Not sure where to go from here. Any help would be appreciated. Mark
Copy/paste clipboard images into customer responses
Hi, I just noticed that a new copy/paste functionality has been introduced to SDP where you can copy/paste clipboard images. Will this feature make it´s way into SCP as well? We need to be able to paste clipboard images when answering customers. /Best regards, Mattias Sundberg
Install on a web server
Hello all, i got a webserver hosted and i want to try this software in there. How can i do that?
Regarding esclation in support center plus
Hello, I am evaluating support center plus and would like to know if support center plus support esclation of tickets on regular intervals if the ticket has not been resolved or assigned. Thanks, Zealot
Parsing e-mail's from some web-mail services
Similar problem in SupportCenterPlus 7905 https://forums.manageengine.com/topic/parsing-e-mail-s-from-some-web-mail-services
SMS Notifications - Set to use only out of hours and only certain customers or SLA types?
Hi SC I think it would be a good idea if you could set SMS to only operate on the following conditions If an Account has been marked as Notify by SMS If it is out of normal Working hours accounts marked as above would be notified additionally by SMS. If a particular Account has a 24 hour contract that could be defined in the SLA and outside working hours I don't want notifications to go SMS all the time, there may be a way of limiting this but I can't see one, Cheers Rich
Limitations of support center
Dears Kindly be informed that i want to know the limations of the support center like The number of records in the database the size of the database the Ram Size Disk storage and so on your response is highly appreciated ASAP
Cann't Archice Tickets
Dears, Kindly be informed that i have supportcenter build Version : 7.9.0 Build Number 7913 Run on Sqlserver 2008 R2 installed on windows Server 2008 R2 using 14GB ram i have 64000 TTs i want to archive this tickets but i cann't due to an error occur when i do this task Kindly find thread dump file the support file in the attachments kindly advise me how to solve this problem Note:- I have Tickets merged to the tickets that i want to archive may this case cause this error
Increase number of items in list
Hello, I'd like to increase the number of items I can list to apply mass changes. The list is 100 max today, it s possible to display more ? Thanks, Romain.
Request history
Hi, I need to make a report with the information in the history box. But i cannort select the appropiate aspect in the selection box. I need the time each support rep spend on a certain request.
Merged Tickets Report
Hi, Please provide us a query to pull out the report of merged tickets. Note:- i am using support center Version : 7.9.0 Build Number 7913 Thanks & Regards
Hotfix 7914 released
Dear Customers, We have released the hotfix 7914 today. Refer the below link to know the list of issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7914 Here you can download the hotfix 7914 http://www.manageengine.com/products/support-center/service-packs.html Refer the below link to find the upgrade instrcutions http://www.manageengine.com/products/support-center/faq.html#upgradeservice Thank You Regards, Arun SupportCenter Plus
Images pasting
Pasting (i.e. in Solutions) the text containing images does not insert images into the edit field, just blank rectangles. Can you make pasting images work?
export data
Hello, we work on a solution of sales management Cegid and we would like to import contract since the data base Cegid towards the data base Suppot Center +. It's possible? thx
One product with overlapping Contracts
Hello, Here is the scenario I wish to support. From what I understand I dont think the support center product can currently support this scenario, but perhaps I am wrong. We have a virtual server product and customers may want to purchase more than one (2 or 3 for example). For each product instance a separate contract is required that has an active period. The active period of the different contracts could be overlapping. All the contracts are pointing to the same product. As I work around to
Specialist and manager at the same time
Can you please make it possible for the user to be a Support Specialist and an Account Manager at the same time? After trying to add a certain user as a Manager to a client, I couldn't find them in the list. I added their name in the Managers list, system even filled all info for me, and after that user lost all rights to manage support cases and disappeared from the Support Specialists list. So... If user is registered as a Support Specialist, they can't be assigned as a Manager to a certain client.
Hotfix 7913 Released
Dear Customers, We are happy to release our next hotfix 7913 today Please download the hotfix from the below link http://www.manageengine.com/products/support-center/service-packs.html New features and issues fixed in this hotfix list is available here Click here to find the upgrade instructions Thank You. Regards, Arun SupportCenter Plus
How to export Service Request on SupportCenter Plus and import them on ServiceDesk plus?
Hi guys, We want to migrate from SupportCenter Plus (SCP) to ServiceDesk (SDP) Plus without losing Service Requests. I know that if I create a backup in SCP, it will fail if I try to restore it on SDP... but maybe there is a way to do it thru mysql procedures, because both of them are using mysql DB. Does somebody have any clue how to do it? I'm asking, because We ask support and they only give us the option to make a report of the SR on SCP, export it as XLS and import'em on the SDP. With that
Is it possible to create a report based on tags?
Hi, I would like the ability to create reports based on tags. I.E. I want to have a report on all requests that has the word "security" or "error101" in the tag. Best regards, Allistair
User login report
Hi, I like to modify the following query so that I can see who logged in the the web interface this year and last year "select al.name "Login ID", count(acs.session_id) "Num times logged in" from aaaaccsession acs left join aaaaccount a on acs.account_id=a.account_id left join aaalogin al on a.login_id=al.login_id where acs.opentime >= <from_lastmonth> and acs.opentime <= <to_lastmonth> group by al.name" Can anyone help me with this? Best regards, Allistair
"Go to" request id problem
Hi, When you want to go to a certain request ID you can fill the ID in the "Go to" field. But if you merge 2 requests and you use the old ID in the "Go to" field SCP will open the "New request" page an not the merged request. I.E. If you merge request 001 and 002, then type in 002 in the "Go to" field SCP will open request 002. But if you type in 001 SCP will open the "new request" page and not request 002. Is it possible to change the behavior, so that if you type in the old request ID SCP will
Adding an Activity Event to an Account results in empty Request tabs
Hi SC I have a company set up and have added a request for them. I open this request and get the Request Tab, Account Info,Resolution, Time Entry, Activities, and History that all come up fine. If I go into the customers Account details and add an Event all the tabs for this request except ftor the request itself are now blank. This is on 7909 and I can't see any fixes for this issue. We really need to be able to see these Events in the Request so we can assess who and when site visits were complete
business rules - work order
I have the following problem: for example: i need a business rule when the body contains "R0001" then support rep "A" should be assigned. Then i have a secound rule when the body contains "HIGH" the priority should be set to "HIGH". Both rules can be possible in one incomming mail/request, but the businessrule-manager only takes rule1 and never rule2. How can i handle that the rulemanager always runs through all rules and not stops when the first rule is true? TX Martin
Business Rule Based on Time?
Wondering if anyone knows of a way to have a business rule activate based on the time/day of the week? We'd like to have it where if someone emails in a support request, if the request is outside of normal business hours, a notification gets sent out to the support group via email. Right now every email that gets sent to our support email address not only goes into SCP, but also emailed to every support rep. We'd like to cut this out to only occur after hours (as not every rep is logged into SCP
Automatic Creation of a New Request
Hi The existing 'Scheduled Requests' functionality in 7007 allows us to automatically create a new request (based on a template) on a scheduled time basis. Is it possible to extend this functionality to automatically create a new template-based request, but triggered by a specified entry in another request e.g. a specific Sub Category entry? For example, a request is raised to create a new user account and the sub category is 'Account-New'. When this sub category is detected, a new request is automatically
Outlook Calendar Integration
I have been monitoring the Support Center forums, Because I am looking for an new Support package. But I need the Outlook calendar integration in order to move forward. Is their a time line when the sync will be completed? Thanks
using description field in reports
Hi, When I run a report and add the description field it only shows a small portion of the information; how can I make sure that I will show everything as this can be useful when sending reports to users/customers
Solution adding problem
Hello! For some reason I can't add new solution. It just won't save it and gives me the error code - 1 352 705 999 953 What can be the reason of this problem?
Contract numbers
Hi, there is a field called Contract Number in the Contract view. Is there a way to get unique numbers in here? thanks KS
Support Center - Fields - Default value
Hello, Default value (request - additional fields) does not seem to work. The tip says "Note: Selected item is the default value" however in the end, the default value isn't really taken into account and the field is empty by default. Is this a known issue? Thank you & Regards, Vlad
Contact notification not working all the time
Hi, we have a custom notfication message that goes out to the customer after first contact. But for some reason (and we are unable to see a pattern) a large number of customers are not being sent this message. We have this setting on: Acknowledge Contact by Email When a new request is received If I view the message conversations I see that it is a problem with Support Center Plus, the messages are not being generated. Is there some rule that prevents the message from being sent to certain emails?
Group Mail Signautre
Hi, Question, how can I setup signatures respective to email groups? Fore example group sales@abc.com must have respective signature and sales@def.com must have respecitve signature and not the personal signatures of Staff.
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