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
Hide or Remove fields from Add Time Entry Form
Hi, I want remove or hide some fields from Add Time Entry Form . Fields like Support Rep's Cost per hour ($) ,Additional Cost ($) Total Cost ($)
Check Boxes as Additional Fields
We do reglarly scheduled maintenence for many clients and much of this involves working through a checklist like: feed monkeys milk cows give the lion his flu vaccine I would like to use the scheduled requests along with a checklist incorporated in the request. Unfortunately check box type fields do not appear to be an option. I saw that I could include HTML in a cutsomized request description but this would involve a bit of code to record the check/uncheck state of each item and I have no real clue
FAILURE : Contract is being used by a module. Hence cannot delete it.
Is there a way to delete expired contracts? I have some records that fail to remove and give that error message, some others simply do not remove with no error message. Can I force a removal of a record somehow? 7.5.0 (7511)
API button not available?
Hello, I am investigating to see if I can manually add some missing functionality to support center. I see there is an API availble to communicate with support center. So I was checking to see how it works. The manual gives this information to access the API: To access the API configuration wizard in SupportCenter Plus, Click the Admin tab in the header pane to open the configuration wizard page. Click API icon under Organizational Settings block. If you have enabled multi tenancy through Business
API getAccount from Email Address
Hi, I'm using your REST API with PHP and getting an 4003 Failure [Specified request URI incorrect. Parameters missing] http://server:8085/api/json/getAccount?apikey=[APIKEY]&email=info%40domain.com I've also tried not urlencoding the email address with the same error. Can you let me know what required fields are missing. I'd also like to know a method of collecting all Accounts, Requests and Solutions from the API
Manage Engine not starting after installing Antivirus
For secure server from viruses i intsalled Mcafee 8.7 Antivirus. But it make problem With Manage Engine as it fail to start. when i try to start the manage engine server it loads upto half and then just shutdown abruptly without any error. I also try to make exceptions in antivirus but it does't work out. after uninstalling antivrus it works fine. Could someone help me ?
Contact Additions
Hey there, I'm running ManageEngine SupportCenter Plus v7.7.0 and am trying to add a contact info field (under 'additional fields' tab) with a site ID, and would like this site ID to auto fill along with the rest of a person's contact details when I create a new 'Request'. Is there any way to add to the default fields like Name, E-Mail, and Twitter ID (would happily replace the twitter field if possible). So just to reiterate. I have a contact, with a name an email etc. I want to add a field for
Only allow new incidents via web portal but allow email responses
Hi, I'd like to know if it's possible to configure SC+ in such a way that any new calls must be raised through the Client Web Portal, but any subsequent responses can be received via email. What I'm trying to achieve is a way in which I can enforce users to populate certain key fields when they raise an incident (which I don't believe can be enforced via email) but would not want to enforce all future updates to be sent via the Web Portal as all of our clients are used to the convenience
Customizing ticket id
Is it possible to costumize the ticket id? Right now it's ##1##, but can it be changed? EC
Error during Restore
During a restore of a SupportCenter backup I get this error: "Exception in thread "Thread-3" java.lang.OutOfMemoryError: Java heap space" I have tried to increase the amount of memory available to the JVM to 1536 but I still get the same error. The backup.data file is around 530mb, and when the extraction takes place the files are about 3.4gb. When I start up the SCP app, I am able to login and create new tickets, but am unable to edit or amend any of the old data, which leads me to believe
Editing Permissions
I'm having a slight problem regarding editing permissions. Is it possible to only give permission to take/give (or both) requests? The problem is that the edit permission is too much "editable" ;) EC
generate a contract report
I'd like to generate a report quarterly that shows a list of contracts that will expire for the upcoming quarter. I would like to have the informations about the Customername, Contractname, expire date.
Import Category List from CSV, XLS
Is it possible? I've got quite a list of Category/SubCategory/Items, and it would be a much simpler task if I could import the List from a csv.
How to add "login ID" on Contacts?
Hi, Sorry if the question seems basic, as i am new on using this SupportCenter Plus. Cant seem to find the way on how to add "login ID" for my newly added contacts. Only details required for me to input are: --Name --Email --Alternate email --phone --mobile --twitter screen name --job title --account/sub account --Primary contact (uncheck or check) --description using Version: 7.8.0 Build #: 7804 Appreciate the soonest help. Version : 7.8.0 Build Number : 7804
Account and their Primary Contacts
Hello, I would like to know if it is possible to generate a Report with all my Account and their Primary Contacts. Thanks in Advance Youssef
cc field in replies are populated when they shouldnt be.
I am having the same issue as another poster: Users can create requests via mail, works fine. they send to it-servicedesk@. Problem: When technician wants to reply in servicedesk the cc-field says it-servicedesk@.. How do i prevent this to happen..?? Kinda big problem because.. mailfilter catches mail ad sends back to servicedesk witch creates a new request.. All the information in the mail settings are in lower case. I am using version 7.8.0 Build 7800
Wildcard search
The wildcard search does not seem to work when the wildcard is in first position. For example: Searching for contact "John Doe" Jo* => result is ok *Doe => no results Can this be fixed so that wildcards can be used in the first position? Thanks!
Next Page