Business Rule - Notify on edit issue
Hi SupportCenter, been a while, hope you are all well?!? I am trying to set up a Business Rule to send an customised email to a given person when the Group is changed from, lets say any one of 10 categories to this specific one that I want it to trigger on. This works fine in this scenario Edit Support Request Change Group to Escalation The Business rule has the Business Rule customised email template It sends an email as expected. The problem I have is if someone goes into this Request and changes
duplicate tickets
Hi, I am running SupportCenter Plus 8.1.0 Build Number 8100. I've got 3 business units. This is the issue I have. An email is sent so it generates a ticket in BU_A. It is moved to BU_B with a new ticket number. A reply is sent and when the customer replies back, it comes to BU_A instead of BU_B. Thanks, Marius
Hotfix 8110 Released
Dear Customers, We have released the 8110 hotfix. Please download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the readme from the below link https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8110 Thank You Regards, Syed SupportCenter Plus
Sample csv file for account\contacts\subaccounts\products
HI ALL, i need Sample csv file for account\contacts\subaccounts\products Thanks in advance
custom domain SSL certificate
How to add an SSL certificate for a custom domain for service Desc plus in cloud
API
hello, We would like to use the API to integrate one of our solutions, we searched all the sections and we couldn't find any topic or button to generate a key. Could you help us with that ? thank you in advance for your help Best regards Gilles
Remote Assistance Setup
Hi everybody, I'm researching the Remote Support feature in SupportCenterPlus. 1. Enable or disable Remote Assistance only on version 8.1.0 Build Number. 2. How do I personalize my email account, link, domain when I invite clients to a remote session?(Attachment) Thank you so much.
Account - Additional Fields
Hi everybody, I want to add a required field in the account module (for example, IDAccount) and can import data into that field in the form request. Anything related to this idea. Hope to help. Thank you very much!
Reply template multiple lines text
When I create a new reply template form in Templates & Forms / Repli templates and this text is formatted in several separate lines When I later want to use this template, all lines are merged into one or no texts at all I tried the table, but the table was lost I send pictures attached pc1 is a img in whot form the template is saved 3.jpg is img of what a template looks like when I select it in a conversation Is it possible to write a reply template in the separated text lines or to insert a table
Zoho Desk or Support Center
Hell, I'm really confused, Zoho has 2 very simmilar solutions. What are the specific niche for each solutions. Are they going to be integrated into only one?
SupportCenter Plus - version 8.1 - Build - 8109 Released
Dear User(s) Recently, a security vulnerability in SupportCenter Plus was brought to our attention. We immediately swung into action and resolved the reported issue (HTML Injection to Cross Site Scripting (Stored) Stored-XSS) and released SupportCenter Plus - version 8.1 - Build - 8109. Please refer to the Migration path table available here and upgrade to our latest build Refer our Read Me to know about the latest features and Issues Fixed from here. XSS vulnerability issue in Contract module is
Expired Registration question
Our registration period ended last week, and renewal was not put in budget this year. Sales had previously told me that the registered version would revert back to 2 user free edition. Short of new install, is there a way to revert this existing installation to the free edition for now?
SupportCenter Plus - version 8.1 - Build - 8108 Released
Dear User(s) We released SupportCenter Plus - version 8.1 - Build - 8108 Released. Please refer to the Migration path table available here and upgrade to our latest build Refer our Read Me to know about the latest features and Issues Fixed from here. We highly recommend our users to do the upgrade in a test environment first. You can contact our support at support@supportcenterplus.com for any assistance. We will be glad to assist you. Why upgrade? By upgrading to the latest version, you get access
Any way for Business Rules to set the Account?
Hi, We have emails that come into ME Support Centre Plus and have enabled some business rules processing on those emails. However, we have a number of emails that come through from the same Email address, but have the possibility to be applicable for different Accounts. Looking at the business rules, there seems to be no option to assign an account (or even subaccount) when a request is received by email. I understand an email address can be assigned to a single account, but in this situation we
Multiple contacts for the same account
When there are multiple contacts associated with the same account how can I set them up to see each other tickets? I've tried using each of these settings but no luck. All requests from their account (Primary Contact) All requests from their account and sub account Thanks Clare
AD import stuck at a particular User
Hi Team, I am having a strange issue where ad import gets stuck on the same user every time i run import task. Could you please contact me. I have identified a user and userid from the logs. How can I fix the issue? Regards, Nik
Migrate historical ticket from Servicedesk plus?
Hi I would like to know if its possible to change SDP to Supportcenter plus and migrate the historical ticket. Thanks you
How to Un-Merge two tickets
Is there a way to undo a Merge? One of the users merged two tickets but we want to separate them again. Is there a way to do that? Thanks Bruno
Urgent BUG report (security)
I found a bug in SupportCenter Plus that needs to be adressed a.s.a.p. Currently on 8105. For support engineeers there can be set of which group they can see tickets. This works ok, as the support engineers that are restricted to that group can only view, edit en search tickets of that group in the normal interface. However when this support engineer logs on to the mobile client (URL /m or (updated) iPhone app) they still see their restricted group in the views. BUT when they do a search they see
Need to know how many surveys were sent
I Need to have na idea of how many surveys were already sent and to whom. Is there a way to check this? Thanks Bruno
SupportCenter Plus Scroll Bar size
Version : 8.1.0 Build Number 8102 Is there any way to get rid of the side 'micro' scroll bars and have normal / default sized scroll bars? I'm not sure what the idea was behind making them tiny, but they are annoying to use. Thanks.
How to 'Select All' found records.
After a search that finds 1000+ records is there a way to select all the found records? Ticking the checkbox at the top of the select column only selects records on the first page. Thanks
How to Share Query Reports
I have create a Query Report (with the Administrator Credentials) and I want other users to be able to use it. But the Report saved does not appear on the list of reports for other users. Even if I save it as "Public Report". Actually, other users do not have the possibility to see Query Reports. Is there a way to change this? Thanks Bruno
How can I create a report showing the Groups and the Support Reps of each group?
I need to create a report or a print out of the groups I have and who are the Support reps in each of those groups. Where can I find that? Thanks Bruno
SCP wont start after latest update
After installing the latest update the service wont start Please help me get it back online Tom
User password settings
Whilst I don't expect this to necessarily be added into next quarter's stabilisation release, it would be nice if, at some point in the near future, there was a way of enforcing the following for support reps and contacts: 1) Password strength - Enforce a level of password strength when passwords are set or changed. This would be an administrative setting to be configured either against support reps and contacts respectively (not necessary?) or across the whole system (more likely) 2) Change password
Hotfix 8107 released
Dear Customers, Today we have released the hotfix 8107. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of issues fixed in this release 14937 - Unable to add or edit leave type. 14950 - Graph not getting displayed in the line chart of a custom report. 14954 - Search doesn’t work in the customer portal when the portal is in other languages. 14903 - When running a query report, boolean values are not
Updating Time Entries via API
Hello, I am trying to update time entries via the API. I am trying to update a custom field that is of type DateTime. I have figured out the format for the DateTime field as being "DD MMM YYYY, HH:MM:SS". I confirmed this by updating the "executedTime" with the above DateTime format. However, if I use this same format to update the custom field, it does not update the record. Should I be able to update these fields via the API? If so, is there a different format to be used? Thanks, Nick
contract
Hi, we have a problem with our support center Plus 8106 version. we have created a new contract on an account, but instead of adding this contract it has created a new account for us, and the account on which we wanted to put this contract ends up without a contract thank you
Incoming Call Popup
I am testing the CTI integration as it is something I am considering buying, but I have an issue. When a call comes in and you click the 'Log Request' link in the 'Incoming Call' popup it opens up the new request form with the user's information filled out, but it does not set the 'Mode' field to 'Phone Call'; you have to manually switch it. When requests are created through the other methods, email, webform, API, the mode field gets set correctly. I tried removing the field from the template but
Email stops being processed almost daily and requires a service restart to get going again
Currently we are running into an issue almost every day where we have to restart the support center service because email is no longer being processed. Today it was ~2:20PM and the last email import was at 12:15PM. Stopping and starting the mail processing does not start it back up so we must restart the service altogether. Any help or guidance would be greatly appreciated. Thank you, Greg
Since update to 8105 mail fetching warning : Error while fetching user info
Since the update to 8105 we get mail fetching warnings with no appearant reason. Never occured in previous versions. There is no current contact with the Email Address. Auto-creation of contact without appoval is enabled. Anyone expierencing the same. Error while fetching user info for the [Email Address] : xxxxxx (email address is not a current contact) [Sender's Name] : xxxxxxxxx [Email Subject] : subject Hence request is not getting generated out of the e-mail. [Email Content] :
Report of Support Rep and what roles and groups they are associated to
Hi I am looking for a report of Support Rep and what roles and groups they are associated to. I and using SCP 8.0.0 Build Number 8015 on Windows 2012 R2 with MSSQL 2012 Regard Graeme
Send SMS to requester
Is it possible to easily add the option : send SMS to requester in SC+ As of new GDPR and general guidelines we would like to SMS the information in certain tickets to the user (ie. a password change, as we don't set easy passwords, we SMS the temporary password to the user) The option SMS to support engineer is already there under the reply button. Please add the option to SMS to requester unsing the mobile number on the contact card. Mike
How to get Time Entry additional fields in to the Time Entry Tab
Hi SCP Team, We have added some additional time entry fields like Part No, Quantity etc... How can we get these fields on to the default table shown in the Time Entry tab ? We also added 'Time Entry' to the Job sheet and want the time entry additional fields to be in the time entry table under the Job sheet ? Thanks, Madhu
Adding Sub-Account to the Request Creation Page
Hi SCP Team, I want to see if it is possible to add sub-account to the request creation page... At present, it is under account details page and each time a new request is created, support reps have to manually go in to the account details page and pick the sub-account. So, is it possible to add it to the request creation page... then we have the possibility to select sub account while creating the request itself. Thanks, Madhu
SCP - SDP integration. Only 250 word coming accross
Hi There, Please provided us full detail script to remove the character limit when logging ticket from SCP to SDP. Regards, Nikhar
Option to send SMS when setting up a reminder
Currenty, when setting a reminder on a ticket there is no option to sens SMS and it sends an email. When setting up a task then a reminder can be set using email and/or SMS. Please add the SMS option to the simple reminder instead of having to set a task for a simple reminder with SMS. Mike
Adding attachments while creating a request in Jira from SC+
Hi Support Center Plus Team, We are able to integrate SC+ with Jira and can create Jira tickets directly from SC+.... but we have two issues now: 1) How to also get the attachments added to the Jira from SC+? 2) Also, description is being trimmed off, when creating Jira tickets from SC+. Is there a way we can control the number of characters in Description ?
Hotfix 8106 released
Dear Customer, Today we have released the 8106 hotfix. Data privacy regulation (GDPR) has been introduced in this release. Here you can download the hotfix https://www.manageengine.com/products/support-center/service-packs.html Please find the readme from the below link https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8106 Thank You Regards, Arun SupportCenter Plus
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