All contacts are not sorted
After the recent hotfix, click Contacts and they are not sorted. You cannot click on the field to sort. The only place it is sorted is if you click on the specific letter of the alphabet.
empty scheduled requests after creating them
Hi, I noticed that after I have created some scheduled requests and saved them, and wanting to edit them they are empty, the same for older scheduled requests I have created. Any hints on what this can be? Regards Johan
Link two or more requests
Instead of merging requests that loose information of each one (status, category, etc.) the link should be as a tree connecting related requests and maintaining all the info of each request. Just like if we were adding a new task/activity to a request.
two instants of SCP
Hello, We are planning to use SCP with our vendor, who also has SCP. However, every time there is a reply from each side, a new ticket is created. How can both companies that use SCP work on tickets together? Thank you
How to make a report with page break
Hi all I Want to make a weekly time-spent report with a page-break after each Account Summary. Does anyboby know how to do that? Is it possible!? Thanks /Ronni
Setting up multiple contracts for a products
We have a scenario where we have a few products purchased in multiple quantities by a variety of customers. Some buy a few licences at the beginning of the year, and then a few more of the same product later in the year. They purchase a year support contract at the same time as making each licence purchase. I can add the same product multiple times to the same account at different times throughout the year, with the appropriate number of units associated against each. However, when I try to add
[SupportCenterPlus] Have both http and https
Hi all, I'm looking for help to configure both HTTP and HTTPS binding for SupportCenterPlus. I followed the procedure for SSL and keystore configuration, everything worked fine. But I want, at this time and for a short time (due to SSO), configure SupportCenter to listen on 2 ports, 80 for HTTP and 443 for HTTPS. I don't want to simply change port, what I can make with the bat provided. Is it possible through server.xml ? Any other files to update in order this to work ? Regards and thanks in advance
Special characters in canned responses
We're using canned responses, and, in the sent mail, where getting question marks in the special characters on the subject: Example: Re: [ID ##7##] : Servi?os de Forma??o - Proposta de Fornecimento It should be: Re: [ID ##7##] : Serviços de Formação - Proposta de Fornecimento However, in the main text, everythings ok. Example: Tal como solicitado, enviamos em anexo a nossa proposta de fornecimento de Serviços de Formação [na aplicação] In the request view (inbrowser) everything appears normal.
Using predefined variables like $CreatedDate in the subject field
Hi, Can I use the predefined variable $CreatedDate in the subject field to create a daily schedule with automated date antry in to the subject field and if not how can I achieve this? Regards Johan
Another contact with the same Email ID exist
version 7.9.0 Build 7902. In our company everyone is a support rep and a contact. Now an administrator wanted to add the email-address to one of the support reps. You then get the question if you want to use an existing profile and the administrator answered yes. Now this support rep is no longer visible as a contact and when we try to add him again as a contact, whe get the error message above. We already tried to add a new request through his email-address, but this doesn't work. Can anybody help.
Job Sheet
Is there a way to add the Sub Account to the Job Sheet. I have multiple Accounts/client with a sub account as departments. Thats how I track them with. When I print out a Job Sheet for some hardware the just sees the primary account and then does not now what department it goes to unless you put it in the Subject or Description. Thanks Tom
Linux instalaltion problem. Java? on RH x64
Hi there, I'm trying to install SupportCenter Plus 7909 from a ManageEngine_SupportCenter_Plus.bin file in a "Red Hat Enterprise Linux Server release 6.3 (Santiago)" 64 bits box. I've got some errors: Error 1: Without any option besides the one that creates a log in verbose mode. I create a file called ./ManageEngine_SupportCenter_Plus.sp that contains only one line: "is.debug=1". That file is in the same folder than ManageEngine_SupportCenter_Plus.bin This is what I executed: # ./ManageEngine_SupportCenter_Plus.bin
Impossible to change support reps
Hi! We use SupportCenter Plus license for 5 support reps Now we have to change two support reps (delete two records from Support reps list and add two new ones). It’s OK with deleting, but it’s not possible to add new reps now. Details of problem in added screenshot Is it possible to fix this problem asap? Thank you in advance
Unable to restore database : Unexpected end of ZLIB input stream
Hi, we want to test the upgrade to the latest version in our test environment. However when we try to restore the backup file from our production environment in this test environment we get the error: Unable to restore database : Unexpected end of ZLIB input stream. Even when we shutdown the production environment and then make a backup-file, the restore of this file in the test-environment gives the same error. Is there a problem with the backup or is our environment-database corrupt ?
Customer Registration Error
FAILURE : some problem occured while registering. Please Contact Administrator For Login Details Anyone seen this and know how I resolve it?
Unable to fetch CRM accounts & contacts
I'm trying to fetch Contacts and Accounts from Zoho CRM to the Support Center using the token generated in CRM and it doesn't able to retrieve the infomration. I used Username & password of a person who creates account in CRM but still the same results. What should I do?
Importing accounts from zoho crm
I am logging in as an account manager.I am not able to see the different accounts and contacts that are related.All my accounts are in ZOHO CRM.Is there any way in which I can import all my accounts from zoho CRM.
How to modify register form?
hi all I need to add more field to Customer Portal register form (as Company,..), but I cannot see document to do it. Could you tell me how to do it? tks in advance.
Revamping of Outlook integration
Dear Customers, We are planning to revamp the outlook integration to be more specific to the customer requirements and usage. So we need your inputs for this aspect. Basically , we need some feedback for the below functionalities 1. Currently we are synchronizing the Contacts between Outlook and SupportCenter Plus. We find its more useful for most of the customers as one way import, i.e Import Contacts from Outlook to SupportCenter Plus Is this useful in the other way to update the Contacts
Form Canvas
hi, Below this the custom template layout.. Is it possible to amend the labels of the sections. Like below given as Request Details and i want it to change to some other text based on my requirement.
iPhone App Password Auth Failure
I have encountered an issue with the iPhone App and was hoping for some guidance. Right now, I have the app pointing to the proper IP and port, but I seem to be getting auth failures. Here's what I see: -When I try logging in as me (administrator) I get INVALID_PASSWORD -When I try logging in as other people I either get: NO_SUCH_USER or INVALID_PASSWORD However, there are occasions where I get INVALID_PASSWORD when there is no user of whatever name I put in. We are running SupportCenter Plus on
An option to have "canned" closing of request
Hi It would be nice to have an option to set up standard canned closing for quick phonecalls etc. Predefine solution and timereporting. Process as follow: New request recieved Select a canned close template (where set up with assigned to, solution, timespent etc)This will help to reduse time to close repetetive quick phonecall / mail request Paul
Survey Results
Survey's results are an important maxtrix for support groups. Our company implemented survey's a year ago, but the results are not accurate if a customer selects Not Applicable or does not fill completely fill out. If you click on Survey Results under Admin, sometimes it completely locks up, are not always sorted by date. It would also be nice for a quick view to have the ability to search within a specific time frame and not having to see a year or more worth of results. Yes, I know that there
Description disappears after edit
Hello, We have a problem with one user. When he sends an request and our support rep edits this, the description goes blank. Different support reps have the same problem with that user. Greetings, Lindsay
Editing Contact
I'm having a situation, which i can't pinpoint correctly. I've assumed that every user was allowed to edit contacts. However, now i've realized that it's not correct. Is there anyway to allow users contact editing? In the Roles i see no option, as shown below: EC
Problem connecting to mysql DB
Hi, I have a crash on my server, and when i finally make it run again SupoortCenter didnt work, i check and appear: "java.sql.SQLException: Data source rejected establishment of connection, message from server: "Host 'WIN-V16LC2 is not allowed to connecto to this MySQL server" Is on Windows 2008 server. Thanks.!
Form for adding an contact with no account option
When adding a new contact through the search window: there is no account option. Is there a place to select this fields. If not possible, can at least be considered as a future option.
Requests from all BU in single view
We want a global support can see all request from all business units in one window (view request). How to do it without switching between units?
Releases, Hotfixes, Updates Ideas, and Beta Testers
Hello all, remember me? I haven't been on here for a while for reasons some of you are well aware of, so I maybe out of touch on what has been going on but was wondering if anyone out there could help me understand the follwing The ZohoWiki pages don't appear to have been updated since 23rd July? I don't think I am getting Release Notifications. Please advise which sticky forum post I should be watching to know when Releases and Hotfixes come out so I don't have to keep going on to the site to
Open / Close in one action if customer on phone and issue resolved
Original Post November 2006!!!!! "We have had a discussion in the office today regarding calls that come in by phone which are resolved in the first phone call. We would like to be able to log a call while the customer is on the phone and if we resolve this in the first pass we would like to change the status of the call to Closed to save us some time going back in to the call and closing it, this also reduces the email traffic and customers getting hit with an open email and a closed email immediately
Copying Across Business Units
We are looking to upgrade to 7.5 and use the business units module. We want to have the same accounts and users sync'd between all BU. how can we achieve this?
Why changed the dropdown from the account in the Add contact?
It' became quite a mess, because now, even if you don't have permission to create an account, it allows it!! There's only 2 possibilities: 1. Either you search any part of the name (if you type Accou, it must appear anything that contains accou, for example: "Account" ou "User Account" 2. Rollback to the dropdown! EC
Login page error
After seting up a custom index.html file, we started getting login errors as below. Usually the second attempt would be successful.
Is it possible to add Time spent and cost in closing notification
I would like to know if it is possible to add the amount of time spent and the amount it cost in the template "When ticket is closed"?
How to seup exchange/business units?
Hi, Can anyone please explain how to setup the mail accounts for the different business units? So far I have got business unit A with email address a@hoya.eu and business unit B with email address b b@hoya.eu. If I send a request to business unit A, it arrives and I get confrimation. But if I send an mail to business unit B, nothing happens. Am I doing something wrong or did I miss something? Thanks, Allistair
Email Notification: CC's
Hi there, We came across an issue related to the email notification. 1) Contact has posted a request and this request includes several people in the CC's list 2) SR's uses "Reply" option to reply and but intention to make this conversation private and he deleted the contact email from the "To" and added his superiors email address to get some feedback. Results of above actions: a) the moment SR's clicks on "Reply" button he cannot see included CC's person in an open form. that's why he missed
Contacts Sorting - SCP Build Number : 7909
After installing Build 7909, there's no possibility of sorting contacts by anything, which is quite a problem... Pressing email, account, whatever.. nothing. EC
Skipping Request ID's
Hi, I see that the tool is skipping lots of request id's and when I look them up, they are blank with status closed. Any idea how this can happen and what the reason behind it is? regards Johan
Hotfix 7909 released
Dear Customers, Today we have released our new Hotfix 7909 Please download the service pack from the following link http://www.manageengine.com/products/support-center/service-packs.html Here you can find the list of issues fixed and the new features included in this release https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7909 Thank You. Regards, Arun SupportCenter Plus
User added through Log a Call doens't retaing account
While Logging a call: Search account. Choose add request from the desired one. Choose Add more details: Fill the required fiels, and Add request. Confirm new contact User added with no account EC
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