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.
BUG: can't delete Requests (Release: 6007 - 6008 )
After Upgrade to Version 6007 we can't delete Requests . Error: ""Request(s) deletion failed" Database: MSSQL After Upgrade to V6008 --> same Problem
SupportCenter Plus - iPhone app released today
Dear Customers, We are glad to release the iPhone app for SupportCenter Plus. Download the app and Connect to our application from your iPhones For more information, refer the below link http://www.manageengine.com/products/support-center/iphone.html Regards, Arun SupportCenter Plus
Ability to sort by timespent columns inside the request
Hello, Some of our technician want to be able to sort the time entries by executed time or cost entry date when they are looking inside a specific request. Andrew
SupportCenter service crashes often, loads slowly sometimes, has a lot of stale requests.
Hello! Having issues with SupportCenter Plus service crashing regularly (at least twice a week) over night when no one is using it. Pages don't load as quickly as expected for a locally hosted database... There are also a lot of stale requests, how do we best go about archiving them ? How do we delete Request Statuses no longer in use?? Thanks in advance.
Customizing Tabs
We're just starting to configure our new purchase, and we're looking at customizing the omnipresent Tabs at the top of the screen (Home, Requests, Solutions, etc). We know we can hide these tabs individually for individuals when logged in as them, but we would like to disable certain tabs either universally or by designated group (role). So, can we, for example, disable the Timesheets tab for a group of technicians that will never need that functionality?
Outlook Integration
What is going on with Outlook. The reason I puchased this product was for the Outlook Integration. I like the product but not the promises. I need to know if this is going to happen or not the promises and wait are killing me. If it is not going to happen with in a resonable amount of time tell me now so I can start looking for another product. Disappointed Client Tom Souza
backUpData.sh - how specify different tmp location?
Hello, Does backUpData.sh have an option to specify the tmp dir location instead of /tmp? Maybe it has a config file (like *.conf or *.xml )? Or, does it look for environment variables like TMPDIR or TMP_HOME to specify the tmp location? SupportCenterPlus, ver 7.9.0 build 7910 Running on linux server with MS SQL database on separate server. When we execute : sh BackUpData.sh --trimmed it failed stating no space left on device. The /tmp partition gets filled up. We have more space on a
Increased info - Conversations page
Original Post September 2006!!!! Told would be in release after Q4 2007, so expect to see this in SupportCenter 7.... (cough) I know there are options in history but I'd like to see any changes/discussion notes/phone call notes/forwarded emails (with attachments ) all in sequence the conversations section rather than having to look on the history/notification history, to see if any of these things have been done. See two page discussion - http://forums.adventnet.com/viewtopic.php?t=19519&postdays=0&postorder=asc&start=0
Does SC+ Have a Bulk Archiving or Delete Facility?
As you accumulate cases over a number of years you will eventually want to archive old requests out of SC+. I haven't seen an admin option for this purpose. Is there an archiving or bulk delete facility that will let you export or delete Requests out of SC+ (e.g., all requests that were closed within a nominated period)? Thanks
maintenance on DB??
What should be done on the DB over time to insure the system operates efficiently? Is there a way to archive/compress or delete attachments in the DB as a recurring task??
Support Center Plus & TFS Integration
Hi, Is there any SCP and TFS integration at the moment. I have read on the Service Desk forum that some was coming and I know that these systems are very similar. Is similar planned for SCP? Thanks, iSAMS
Hotfix 7912 released
Dear Customers, We have released our new hotfix 7912. Here you can download the hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of features and issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7912 Please take a backup before the upgrade Thank You. Regards, Arun SupportCenter Plus
SupportCenter Wiki Page not updated since 7904, now on 7910.
SupportCenter Wiki Page not updated since 7904, now on 7910. https://supportcenter.wiki.zoho.com/SupportCenter-Plus-Wiki-Home-1.html Should show and list, Roadmap, Issues, Hotfixes, Enhancements. Please update Cheers Rich
Problem with subject headers changing when replying
Hi, I have this issue when I communicate with another support center: For example: I send email with this subject: Problem with xx [Fwd: ##15519## : unit xx is not working] They respond with this subject: [Support #YMF-870-59464]: Problem with xx [Fwd: ##15519## :unit xx is not working] When I hit respond again I get this subject automatically: Re: unit xx is not working [Request ID :##15519##] The problem is that I then need to manually paste back the other support center's code, or a new case
SCP Request Add-in Outlook 2010
Hi, I have developed an add-in for Outlook 2010 that uses your API I put it into production in our company on 40 workstations and the result is unbelievable now all of a sudden ALL of our employees are registering more requests and even our CEO and sales are taking more part in using Support Center Plus to create and manage requests the increase in request creation is around 15% I would really like to take my add-in and take it further but to do that I need more features in the API For example
can you give us the datamodel for support center plus 7.9.0
Hi, We're from K3 Business solutions and are creating a dashboard in Qlikview on this and some other systems we're running. The table structure is very unclear in SC+, do you have a datamodel or table definition sheet to help us? Kind regards, Johan Vermeulen Pre-sales consultant Product owner Business Intelligence K3 T.: +31 (0)15 251 6555 M: +31 (0)6 46141219 E-mail:johan@k3business.nl
Own email account for each business unit!!
Hi, I tried email settings for 3 business units and faced an issue that I can only set one account for entire business units. This means I can only fetch emails from one email addresseven though each business unit has its own email address. Email aliasing could not help this one since my exchange server was using Global Address List. This caused me to create 3 accounts (Let's say test1, test2 and test3), then forward all mails in test2, test3 to test1. This solved my problem for now. However,
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