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
How to tag "Due date" and "Respond Time" for each Request list synchronized with SLA?
Hi All, I really need your valued comment and guideline in how to tag "Due Date" and "Respond Time" for each Request List synchronized with SLA? Remarks:- 1. SupportCentre Plus 2. Request Tab 3. Due date, Respond Time (not synchronized with SLA)
In which DB table do I find the text which was typed in the resolution tab ?
Hi, I'll be grateful if someone can tell me in which DB table do I find the text which was typed in the resolution tab of Support Center Plus ? Thank you in advance, Nir
Anyone knows what are the relevant database tables for the Product field ?
Hi, I'm trying to build an SQL query of the requests, however I couldn't find the major table of the products. Anyone knows what are the relevant database tables for the Product field ? Thank you in advance, Nir
Version 7.9. released
Dear Customers, Today we have released our latest version 7.9. Please find the list of features and issues fixed in this version https://supportcenter.wiki.zoho.com/Read-Me-7900.html Here you can download the product installation files and patches for existing customers Product Download http://www.manageengine.com/products/support-center/download.html Patch http://www.manageengine.com/products/support-center/service-packs.html Regards, Arun SupportCenter Plus
(Solved) - Accounts showing in other business unit
Hello, We have two business unit, for which both of them have some of the same accounts. Now we want to keep them seperated. But for some reason the 2nd business unit show some of the accounts from the 1st business unit (not all of them and not the other way around). Is there some way how we can fix this and keep the accounts seperated, because the 2nd business unit has some duplicate accounts now. Please advice. Kind regards, Jarry
(Solved) Priority colors shifted
Hello, I am reconfiguring the system and found some nice functions I never saw before. For instance the colors for priority. Now I have set the priority colors (see image 1). But when I show the priority field the colors are not according to the ones I have set (see image 2). Can you please fix the colors? Kind regards, Jarry
Business Unit Viewer vs Business Unit Administrator
currently, there is an option to make a support rep "business unit administrator". we have a few reps who need to VIEW the other BU's tickets (but should not have the right to modify anything in that BU). How can i make it possible for these reps to VIEW the other BU's tickets/solutions?
SOLVED - Contracts (products)
Hello, Maybe this is a simple question, but: Where should we enter (in the admin panel) the products so they can be selected in the contracts option: "Apply Contract to" I looked through all the admin options but cannot find it anywhere (or at least I cannot make anything selectable there, I can only select "All Products". But I would like to order it a little on product type. At contract settings I cannot find it, and the product types at account settings also do not seem to do the trick. So any
Customer Portal - Language Options
Currently, customer portal language depends on browser language. For customers who are not technical or speak English, there should be an manual option for users to change the language, like this:
Restore a database
Hi, i had a problem in my SupportCenter when restore the DB it give me a error "Unable to restore database : Unexpected end of ZLIB input stream" i try several backups always in the version 7701. Thanks and regards, Bruno Rodrigues
Support Rep / License problem
Hi, i have a support rep with AD-login "pf.m". This was working fine. Now i wanted to add a contact with the same name. When i did this, the system asked me if it should link it to the existing support rep. I agreed to this. Afterwards a delete the contact again and also the support rep was deleted. I don't know why. So I wanted to add the support rep again. This was working. Then a tried to activate "enable AD login". But I always get following error: "no more support reps left on your license".
User and Related Settings - Support Reps Display
Is it possible to add the Support Role column on the display options?
Notes are not displayed correctly
Since build 7.9.00 we have the following problem with "notes" in tickets: We enter the following note: This is a test This is testline 3 This is shown correctly in the view. When i edit the note it is shown in this way: This is a test<BR><BR>This is testline 3<BR> This is not very usefull. TX
Why can not I save custom message in notification rule?
Hello! I downloaded and installed SupportCenter for windows. I enabled 30-day trial for Standard version. Next I tried make my custom message for e-mail notification, but I can't save it. When I press "Save" button, nothing to do. Other buttons as "Cancel" work properly. Is there any limitation for trial version of this software? Thank you!
REST API params for Group, Category, Sub-Category
I am writing a script to auto generate and close tickets based on Alerts/Alarms from our monitoring system. We use Owner Details and Category Details (group, category and sub-category) when creating requests in ServiceDesk Plus. In the API documentation (http://www.manageengine.com/products/support-center/help/adminguide/api/api-req-operation.html) I do not see any parameters for these items. Does this exist? Is there a way to set these parameters using a script? Here is an example of my script written
Can't edit old support cases on 7900
After Upgrading from 7703 to 7900, can't edit old cases.. I mean, If I want to select a Support Rep, priority, Category, etc. I go to the Requests, press the edit button and do all that. Now, when I do it, I receive a blank case, that is closed, nobody open it, with no subject nor anything.. I can fill all that manually and works.. but is NOT the idea! If I receive a new case thru email, for example, works fine. After this, I deceided to uninstall the Service Pack without good results. I stopped
REST params for Group, Category and SubCategory
I am writing a script to auto generate and close tickets based on Alerts/Alarms from our monitoring system. We use Owner Details and Category Details (group, category and sub-category) when creating requests in SupportCenter Plus. In the API documentation (http://www.manageengine.com/products/support-center/help/adminguide/api/api-req-operation.html) I do not see any parameters for these items. Does this exist? Is there a way to set these parameters using a script? Here is an example of my script
SupportCenter Plus Hotfix 7901 released
Dear Customers, Today we have released our latest Hotfix 7901 Here you can download the Hotfix http://www.manageengine.com/products/support-center/service-packs.html Issue related to 7.9. version is fixed in this Hotfix https://supportcenter.wiki.zoho.com/Read-Me-7901.html Regards, Arun SupportCenter Plus
Custom view to display only New requests and those with Customer responses
Is it possible to set the custom view to display only new tickets and those with recent customer responses? Thanks Oliver
7900 Time error
Tickets are created with time at 11 o'clock smaller than flowing. Incorrect time is displayed near to the button of reminders. System time correct.
Community/Plugins
Hi, I am a developer myself and I like a lot of the functionality from SupportCenter. But I also occasionally find missing features. In the beginning I request a lot of those functionality, but I found it takes a long time for these are being integrated (some still are not availble for over like 3 years). Now I can understand that certain functionality cannot be made or does not have a high priority since only a limited amount of programming capability is available. But since I am a programmer myself
Version 7.9 (Timesheets)
Hello, Thumbs up for version 7.9! I just installed it and I see some nice features. Especially the timesheet option. This was something I was manually trying to do with reports and such, but wasn't this extended. Great work. Also the idea of billable requests is a good one (we did this by placing BILL in front of the issue title). ---------------- But ofcourse I have some remarks. 1) I have found that some of the filters occasionally don't work. Initially it works, but when you switch to page 2 often
Problems with 7.9
Hi, We have upgraded our system and right away we noticed some very frustrating problems. two of them need fixing straight away 1. The "Default Request Template" is not being applied to requests created via Email So no default values are being set 2. When I have a request open and click on "EDIT" the request open in edit mode but all values are cleared and of course I do not like to override all information with nothing Can you please fix this as soon as possible. Best regards, Valdi Hafdal
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