Can We Ran Batch File From Support Center
Dear Team, i want to know if support center has the availability to run batch files from it Thanks
How we can integrate Support Center Application With Service Desk Application
Dear Team, i want to know is there is a way to integrate supportcenter with service desk as i want to accomplish these goal which is if a ticket open in support center it's automatically opened in servicedesk thanks
Account and Contacts Maintenance in SCP
Is there an easy way of maintaining the Accounts and Contacts similar to a spreadsheet, instead of going through each Account or Contact? Of course, this should be given to an Administator role.
Remove contact's ability to add notes to an open ticket
For internal reasons, we need to remove the ability for a contact to "add notes" to an open ticket. Please advise how to do this. Thank you.
FreeRadius Authentication fails for Non EMS User
I observed this issue, AdventNet send authentication request to Radius Server only for those user which have entry inside WebNMS like emsadmin etc. Request may reject or accept depending upon entry defined inside Users table in Radius. For those user which does not have entry inside WebNMS, there is no request going to Radius (Here itself authentication fails), despite entry defined inside" User" table inside FreeRadius. Atleast Authetication should have been successful here since there is corresponding
Direct spam over http
Hi we have the same problem with the same spamer also the demo.supportcenterplus.com mails from: xxxxxx@gmail.com , *@list.ro , *@unot.it .... what can we do?
Trouble with Asterisk
Hello! I have a problem with the integration of ME Support Center and Asterisk. when someone call me i can`t see notice. Why? serverout0.txt: [09:29:26:031]|[10-14-2011]|[com.adventnet.servicedesk.servlet.SCPAjaxUtil]|[INFO]|[60]|: The responseText returning is <calldetail><callerName>None</callerName><callerNum>None</callerNum></calldetail>| [09:29:27:109]|[10-14-2011]|[com.adventnet.servicedesk.servlet.SCPAjaxUtil]|[INFO]|[60]|: The responseText returning is <calldetail><callerName>None</callerName><callerNum>None</callerNum></calldetail>|
ManageEngine Support Center Plus (Templates and Categories)
I've been playing around with this software for a few days now and am trying to figure out whether or not an admin can create different category details for different requests under the same template. For example: Under "Request Details" in contact view; I have under the Product drop bar: -Troubleshooting -Hardware
Delegate some admin tasks to non-admin users?
We need to have more granular controls on user rights within SCP. In particular, we would like to allow non-admin users to merge tickets, and add/update contacts/organizations, but not delete contacts/organizations. I don't see an option available within the UI to do this. Is there a SQL script I can use to do this, even temporarily? dcc
Twitter Integration Not Working
Hi not sure if there is a fix for this yet. Last post I have seen was Dec 2010. Our SupportCenter Plus Build 7704 reports the following when reviewing Tweet updates. Sorry !.. Unable to contact Twitter service. Please check Twitter Settings
Support Center Error Apache Tomcat/5.0.28(The full stack trace of the root cause is available in the Apache Tomcat/5.0.28)
Dear team kindly i used support center 7.8 and i face always and daily these error which is state below: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available
Email Command in SCP like SDP
It would be great if we can have the Email Command feature of SDP in SCP. This is more simple to use than the API.
archive requests in support center
is there going to be an archive requests feature like you have in service desk for support center?
Online time
Is there a query that can be used to check how long are users logged in SCP? EC
Export Customers and emails
Guys is it possible I can have some help to create a query report that will export my customers names and email addresses? I want to create a change of contact details email. David
Get total "non closed" calls
Hi, I am trying to find a way to query the SupportCenter plus to give me the total number of "non closed calls", number of "unassigned requests" and if possible the number of requests assigned to each of our support reps. The idea is to have this information on a screen on the wall of our call center has this been done before? whats the process? Thanks, Mike
Contract Settings - Holidays
In the Contract Settings - Holiday, it's impossible to display data as is. It's unmanageable, as data is sorted by number... so you can't take a quick look and check if it's ok. Please remediate this ASAP! I'm also reenforcing the need of the CSV import of holidays, and, for me, every data should have that possibility! EC
Mail Fetching not working
SupportCenter Plus. Version 7.9.0. Build Number: 7901 It's been ridiculously enoying to have to manually stop and restart multiple time a day in order to get new tickets from our mail server. We've been asked System Logs many time by SC+ helpdesk and so far they've not been able to fix the issue. Is this a know bug and are we going to continue manually stopping and restarting the mail fetching service? I would greatly appreciate a answer from SC+ Helpdesk Thank you.
Business Rules
Dear Reader, I would like to propose an idea regarding the Business Rules. It would be nice to have the options 'Not Assigned" in the selections. Now we have a business rule to put a request on a specific group if it has a specific Category, but we also want to include 'Not Assigned' requests to one of the groups. Well, hope to find this in a future release soon. Best Regards, Nick
Unable to Login & View Tickets
Hi, Well yesterday onward suddenly my support center stop accepting my helpdesk user acccounts even i am unable to login with administrator as well, once i am trying to reset the admin password it will not work beside i restore from backup and than again helpdesk is working fine but again after few hours again i am facing the same error so please advise Thanks Adnan
Help with Business Rules : assigning a Rep and an SLA at the same time.
Hi, I currently use the Business Rules to assign jobs to a Support Rep based on the domain of the email address of the person logging the job. Each Rep generaly looks after a set of customers. There is a rule for each Rep with a long list of domains as a match criteria. Maintaining this or making a change while a Rep is on leave is cumbersome. I would also also like to assign an SLA to the job so I can take advantage of the escalations. The SLA is based on the contract we have with the client.
Auto Assign Contracts
Hi, The new "Info" that pops up when no contract is assigned to a request is fine. But why doesnt the software auto assign contracts when selecting a product? I have asked this before but never really understod why. Ex. Customer has 3 products at our compagny. When selecting Product 1, the contract assigned to that product under the customer should automaticly be assigned! IF theres no contract that can be applyed, then its because the customer does not have this product at our compagny, therefor
How to export all emails
Hi, We have about 19k email that we want to export on an excel spreadsheet. When I click on contact we can only use the import function and we can only view 100 emails at a time. Is there an easier way of doing so? Thanks
Category is not set, when tickets are opened over e-mail
Hi, since Build 7.9.00 the field category is not set to the default-value when a new ticket is created trough e-mail. What can i do? tx
How to show the 'old school' quick add request
Hi All, We had with older versions the possibility of quickly add a request from the main page. This windows (at the left) has disappeared, how could I restore it ? Sorry for my poor English ... Thanks. Regards, Romain Guillaume.
adding an attachment to the incident resolution
hi, Is there an option available to add an attachment (e.g. a scanned completed job card) to the resolution of an incident? If so, how do you go about doing this? regards,
Custom report query for calculating TAT (turn around time)
Is it possible to create custom report query which will provide me same output as following sql query basically what we want to calculate is createtime - completedtime (note:- support center database is in sql server) SELECT wof.UDF_CHAR7 'Business Unit',wo.WORKORDERID 'Request ID',mdd.MODENAME 'Request Mode' ,wof.UDF_CHAR7 'Business Unit',pd.PRIORITYNAME 'Priority' ,aau.FIRST_NAME 'Contact',wo.TITLE 'Subject',std.STATUSNAME , DATEADD(s,DATEDIFF(s,GETUTCDATE(),GETDATE()) + (wo.CREATEDTIME/1000),'1970-01-01
Search in Contacts
Hi, I have a small problem in the contacts module When I use the Grid to filter contacts it does not work. 1. when the search input is used it works fine. 2. but when filtering in the grid it self only absolute strings work. as you can see all contact with the name Jón are displayed but not Jón Hafdal like in the search abowe In the image below i search for Hafdal and would expect to get Jón Hafdal but with no luck Is this a known bug or is this isolated to my system ? Best regards, Valdi Hafdal
Email Send Notification failed
Dear Support I knit problems sending email in error and SupportCenter Plus is SDP file Support File Ok-IMAP receive, not send error and notification in Outlook Epress send and receive OK, switch to Gmail Outgoing Ok, turned off all antivirus software, Windows firewall as well as Ok-POP receive, send not, declared in Outlook Epress send and receive Gmail Outgoing Ok OK switch, turn off all antivirus software, Windows firewall as well as Best regards, Thang
Template Use on SCP 7.9
Hi There, The Template use, when the suppreps, or call center user, receive a Call, the process provides collect the anagrafical data of callers and after use the template on the request. Well, if I write the Contact, and after apply the Template, this action erase the contact. It's possible to keep the Contact? Thank You. Best Regards. Alberto Perin
Managing users
There are a number a problems regarding the User Management. 1. Can't know which are the real permissions of users in BU or System. It's essential that a listing of users, referring which are their unit access and level 2. The user interface is quite awkward... sometimes we can change, sometimes i can't. Example: 2 BU, want to give access to both... can't do, must be one BU at a time. Give permission to first BU no problem. Second BU, trying to set user permission no go. Must remove login, and grant
Products Tab removed after upgrading to 7900
From build 7804 to 7900
IPAD app for SupportCenter
We have been looking at your product for our company. We have 50 Techs and will be using the Ipad as the main interface for your product for our techs in the field. Are you planning on coming out with an Ipad app for this product? Using the web interface in Safari is not sufficient. Thanks
How to change customer Database manual
Hi, Did somewhere URL can guide user how to change the default database to customer database? I am trying to change from fireball to MYSQL but only fine database_params.conf in KB but no further steps teach me how to do it. Thanks in advance!!
Quickbooks Integration
I do not understand why this integration is so difficult! My idea is this: Have a new button to export a report to an Quickbooks IIF file format. Admin page to map the corresponding fields in manageengine to the corresponding fields in the IIF file. Add a field to each record which has a yes/no value for billed. When a user generates a report they can filter by records which have not been billed. You then export the IIF file and a dialog box asks you if the records were imported successfully into
cant reach outgiong mail tab
Hi. I wanted to setup new SC plus, but there is a trouble with outgoing mail settings. I dont know why, but i cant press outgoing mail button, if i press, nothing happens. I can setup incoming mail, but outgoing mail button dont work. What i do wrong?
Post 7.9.2 Issues
Evening! We have just upgraded to v7.9.2 from 7.8.4, and have noted an issue. Scenario: We often receive email directly from our clients to our own email addresses. To ensure that these are captured in the portal, our practice has been to FORWARD these emails to our Support Centre Plus portal via email. Until 7.9.2, this worked in the following fashion: Email received by SC+, as being sent by me@mycompany.com Follow the link in the new Request, and edit it to be from the appropriate customer.NOW,
Support Plan Issue.
Hi All, I'm having a confusion in how to set few support plan for 1 contract. Normally, my company will offer at least 2 support plan for 1 contract. So, can you please advise on this? Big Thanks!
all reports are empty
I'm testing the Support Center plus and enterred some requests. trying to generate reports (even the default installed ones) - all reports are coming out empty ... any idea ?
SupportCenter Hotfix 7902 Released
Dear Customers, We have released SupportCenter Plus Hotfix 7902 Here you can download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html Here you can find the issues fixed in this Hotfix https://supportcenter.wiki.zoho.com/ReadMe-7902.html Regards, Arun SupportCenter Plus
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