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
Customer portal tabs view
Customer can see Request, Account Info and Resolution tab, while we need to show them Time Entry, too. I cannot find how to allow that.
License expired
Hello, What would happen if our license expires? Which type of restrictions can we suffer untill we reactivate the license?
Support Rep report
Hi I am looking for a report that will give me the last date and time each of the support reps last logged in. Regards Graeme
Is it possible to migrate from Multi-Language edition to English edition subscription model?
How do you do? I'm using SCP Professional Multi-Language Subscription model, especially Korean, One or more year. Is it possible to migrate to English Edition(I mean, not multi-language edition)? The Demo version is multi-language I think, so can't test it. I want to know belows, Please let me know 1. Will it not broke, the migrated requests wrote by korean ? 2. Can I make the new request using korean on the English Edition? Thank you. KCSONG
How do SLA, DueBy Time and Overdue status interact?
Hello, I have a few questions about the SLAs, the Dueby time and the Overdue status. From what I think I understood, the SLAs determine the Overdue Status. I do not understand the functioning and the role of the Dueby Time. Let us say, the SLA has a resolution time of 4 hours and the ticket is created at 09:00. The DueBy Time is set at 13:00. At 10:00, the ticket is set On Hold. Let us say, is is now 14:00. From what I can see in SCP, the DueBy time is still at 13:00. The Overdue Status is false.
SCP database schema
Hi I am looking for the database schema for SupportCentre Plus. Regards Graeme
Multi-site companies; managing contacts
I am looking at getting a particular structure configured within SCP. Some of our customers have multiple sites which we support and tickets need to be raised against the specific site to which they relate. Is there a way that a contact can raise & view tickets across all their company sites under a single login?
Multi organisation customer with one ICT team
I have a customer consisting of: Headquarter, Hotels, Campings and Retails. Hotels has 10 hotels and resorts, Campings has 6 campings and Retails has store and 20+ retail shops. We are network support for all of them, 100+switches, few firewalls, 20+ routers, huge WiFi, radio links fiber optics.... They have one common ICT team of manager and six technicians, who raise requests and communicate with us for problems we are responsible for. Would you help us how to organize that client? Every person
8105 - Assigning requests by "round robin"
Hello! Is there a manual for where to find this setting, or how to implement it to a Business Unit?
How will the authentication work out side of our network
Hi Team, We have SSO in place for anyone logging in from company computers internally. We are planning to publish the portal to the internet. How would our end user will login to the portal? Regards, Nik
Attachments / Schema question
As part of a GDPR request from a customer, I have to identify all inline images and (graphical) attachments belonging to their requests in SC+. I've done the first part easily enough (searching the ConversationDescription table for the img tag), but I can't quite work out the schema for file attachments. Where are the paths to the file attachments stored/calculated, so that I can capture this, and process the files in the file system? I've got the workorder, conversation and attachment IDs out, and
Assigning Labels to Notes
I've seen the feature for creating custom labels, and assigning them, but only to emails attached to requests. Is it possible to add a label to a note? Thanks! Nick
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