New note emails notifications to support reps
Hi, Can someone at SC+ please let me know whether the latest update includes the ability for us to add a link to email notifications which are sent when new notes are added? in the older 7704 version we have installed, if a note is added to an incident and the support rep is notified, there's no link for them to quickly open the incident (like there is for incident updates). Cheers, Andy
Feature Request: Notification Template for Notes
Evening! Is there a way we could alter the email template for 'Notes'? At the very least, to have the Subject line of the notification email indicate WHAT requestID it came from?
New feature for notification rules
Hello, Can you please add the variable "time spent" that is present for example in reports, so we can add it to the close ticket notification template, so our custumers can know how much time it will be charged? regards, Pedro Cabral
Setting the time zone of SCP
Hello, I'm testing the product SCP and I feel great... This is my second question: I need to achieve the following objective: - Set time zone to (GMT -04:30) Caracas Can be - Take the time zone from local ntp server - Take the time zone from Internet ntp server - Take the time zone from local OS server Any of the above works for me... Thanks,
Inverse and Operators in searches search ie "NOT"
G'day All, Is it possible to do an inverse search when filtering requests. Eg I choose the columns, and display a custom field. This works fine. But now I want to display all requests that have this filed as a NULL or blank value. Or I want to display all requests that don't match a particular value, or is greater than another value. For example, we have a field we update with an Invoice#. So I would like to show all requests that have been closed, but have no invoice number. Or I may want to show
Logout redirect page error...
Hello, I'm testing the product SCP and I feel great... This is my first question: I need to achieve the following objective: - Configure URL redirection on Logout for users. I need redirect users to: http://server_ip_address:8080 simple form on logout. Thanks for the help they can provide Thanks
Breaks/paragraphs are shown as <br>
Hello, since the last update/hotfix we do have the problem that breaks/paragraphs in requests are shown as <br>. This makes reading a bit difficult. Is this bug known already? Kind regards
Hotfix 7907 released
Dear Customers, Today we have released our new Hotfix 7907 Customers who are in 7906 are facing an issue with HTML content for all the incoming mail Requests and its fixed in this Hotfix. Here you can download the Hotfix 7907 http://www.manageengine.com/products/support-center/service-packs.html Regards, Arun SupportCenter Plus
Options description displayed in japanese / chinese characters
Hello, I have latest update 7906 installed in portuguese. I have reported this issue before but has not been any change since then. buttons description for change text format, among others, are displayed in strange characters. Please check image in attach.
Using (at) in explorer
Hi, When writing @ in Explore it changes the text format to really large and Bold. This is a big problem i think.
Reg. Sub Accounts
I was trying out support center plus. It has a feature to create sub accounts. Now can I assosciate contacts, add products, open cases for sub accounts alone? I could not find any references in the afmin guid regarding sub accounts. If not whats the real purpose of sub-accounts?
New Activities module
I was just looking at the activities module which i've been anticipating for months. 1.I am surprised to see that you did not include the ability to associate tasks to a request template. I know you have a similar feature in the service desk plus product. Its called incident templates and it lets them associate tasks directly to the incident templates (like making changes to a printer) we use support center plus to do re-curring customer support tasks (liek deploy customers using milestones and
Timespent for hour based contracts
Hello, My company provides both billable customer support and non-billable support. the technicians would like to track the hours worked for both billable hours and non-billable hours. Currently, to make this work I need to have a separate contract for the billable hours. The technicians must ensure that the appropriate Product/Contract is specified for the request before they make any timespent entries, otherwise the entries are not deducted from the Hours based contract. I would prefer to only
Contact permissions in View Contacts List and View Contact Screens
Hi, There are currently 3 types of contacts in SCP which have respectively the following view possibilities: Their own requests only All requests from their account (Primary Contact) All requests from their account and sub account We're missing the possibility to easily see what kind of permissions the contact has assigned. It can only be done via the Edit Screen which is quite cumbersome. It would be great if this would be shown in the Contacts view list, contact view screen and reports. Looking
Track last user actions
Hello, Is it possible to track the last changes/actions a user has made? One of our supportreps has made an error and now a lot of issues are incomplete. We cannot really find them all where they have gone, so I was wondering (because of the history per issue) whether it is possible to log the last 25 changes or so.
Global Report on all Business Units
Hi all, We need to harvest some information from all business units in the form of reports... Please help us with providing a query example that would take the same report from all Business Units. For example - all requests for a specific product on all BU grouped by account. Many thanks, Andrei
Notification when a request is overdue
Is there a way to trigger an email notification when a request is overdue? Regards
Add RequestID to the E-Mail Content of Survey
Hello, How can I instert the link to the call or insert the Resolution of the Call in the E-Mail content of my Survey. I tried to add $RequestID and $Resolution but this does not work !! Thanks a lot. Youssef
Contracts are inactive after the 7906 update
I have upgraded this morning to 7906, now the contracts are inactive. How can I fix this?
add URL in request template + standard setting new announcements
Hello, I have 2 questions about SupportCenter Plus, version7.9.0, build 7905: 1. Is it possible to add an URL in a request template? I want to link to another application when using one of the templates. 2. When adding announcements, is it possible to have a standard setting where the announcement is only shown to support reps (see picture below)? 99% of the announcements we make is not intended for our customers. Regards, Kees
Products in the Contract doesnt show
I have defined many products under product types. However when I try to apply the contract to a product the form shows no products. How can we solve this?
Print Preview
Hi all, in the manual there's a functionality that is mentioned related to printing a request. However in the software itself the feature is completely absent. there are workarounds which involve going all the way through the contacts module to be able to get a printable view, nevertheless this is way too complicated for something as easy as including a link somewhere in the action menu that pops up a window: https://<SERVER_NAME>/WorkOrder.do?woMode=printWO&From=ListRequest&forRR=yes&woID=$RequestId
Feature Request: Notify on any response from an account + mark 'public'
Evening! We often deal with customers who have multiple team members, in different groups who respond to Requests. However, these individual responses are 'hidden' until we check the Request and show 'all' conversations, as they may not have CC'd the original Contact. Would it be possible to have SC+ both notify and mark Public these responses? I'm not concerned presently with forwards/responses from my own organization being notified/public, as I handle these as internal conversations and don't
Feature Reversion: Solutions / Knowledgebase to 'Old' layout
Hey Hey! This might be an odd request - but would it be possible to revert the Solutions/Knowledgebase module to the OLD layout? For those more recent customers, the structure of the Solutions section was laid out more to resemble sections, rather than the general list we have currently. Granted - we do have the 'Topic' dropdown - but this is less convenient/obvious than the previous layout. The current layout makes it difficult for me and my organization to segregate topics at the start, and makes
Summaty Reports: Received Requests by Prority by Account
I am trying to customize the summary reports in advanced mode. However in advanced mode, there is only date property within column grouping. How can I show priority instead of date? My main goal is to have accounts and product type grouping on the left and priority grouping on the column? I insert the image.
Mail with body, request without
I'm having the following problem: When I hover the request, in List view, the body of the mail appears, as shown below: However, when i open the request, body is empty: Other requests, before and after, are ok. Version : 7.9.0 Build Number : 7906 EC
Can I add additional system variables that I can use
Hi, is it possible to add more system viariables that I can use in emails, templates, requests etc? V:7.9.0 Bld: 7906 Regards Johan
New function 'Inactive products', how to use
I was pleased with the option to set products to 'Inactive' but can't find out where or how to use this option. I searched in the account product list and in the general product list, but can't find the option. My default language is Dutch, but changed it to English and can't find it there also. Regards, Marcel
Deleting accounts/contracts
Hi I have some account and contract that I want to delete, the system says that they have been removed but when I check the list they are still there. Is there another way to remove them. Also can I forcefully delete contracts etc as sometimes the system states they are in use but I really want them to be removed. V:7.9.0 Bld: 7906 Regards Johan
How can I add multiple bcc email adresses
Hi Is it possible to add more bcc adressen to the emails that go out to customers when you reply to their emails? V:7.9.0 Bld: 7906 Regards Johan
Hotfix 7906 released
Dear Customers, Today we have released our new Hotfix 7906 , please upgrade your application to 7906. Features included and issues fixed list is available from the following link https://supportcenter.wiki.zoho.com/ReadMe-V2.html#7906 Here you can download our Hotfix 7906 http://www.manageengine.com/products/support-center/service-packs.html Thank You. Regards, Arun SupportCenter Plus
No Survey Link In Email
That's pretty much it: A nice survey email goes out, but with no link to no survey nowhere. Ideas?
Support Rep names visible in client portal
Hi, We're currently running 7704 of SC+ and have discovered that a previously-fixed bug has reappeared whereby the names of support reps who have responded to clients are visible in the client portal. For us, this is a big problem as we prefer individual's names to not be visible to our clients. Can someone please let me know whether there's anything we can do to change these names back to the previous default of 'Support Rep' without upgrading the product? Can you also let me know whether
Add an extra field to registration page?
Is is possible to add an extra field to the registration page (sd/SolutionsHome.sd?register=register) on the portal? Our customers have unique ID's for security reasons and we would like to add this to the registration form. Regards, Kees
Support Center Plus, report full description
The Description filed is not fully displayed in a report. Is there any command to display full description?
Resize column width
Whether probably to resize column width at review of the list of requests?
the service desk application doesn't automatically start
Hi I have a problem with the service of the application service desk, it doesn't start automatically for linux. I had to manually started it, running the file run.sh after this the service start and application open but if the machine reboot or shutdown the service not restarts.
Exporting email addresses
Guys I would like to be able to run a query report to select all of my customers and their email addresses from the database. I need to email all customers some new contact details and I think this is the quickest way. If there is a better way you can suggest instead that would be even better.
Attachment accessible through URL
Hi, while testing some url's i noticed that via the url /workorder/FileDownload.jsp?module=Request&ID= the attachment for any given ID is available for download by non registered users (aka for the world to see). Is this a bug or did i miss something in the configuration? Vesion: 7.9.0 Build: 7902
e-mail fetching problem
Hi. The e-mail fetching stopped for no reason. Can you help me? When i try to load "Mail Server Settings", the page do not load. Please, see the support file attached. Thanks. Maurício Carvalho
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