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!
Request Templates - Contact View
On the Contact View in Request Templates, I want to specify the Group field, but have it pre-set and hidden from the Contact so that when they create the request the Group is already assgined for them. It may have been in ServiceDesk that this "hidden" attribute is possible when working with request templates, I want it in SC+ as well. Business Rules are NO GOOD for this. I want every request that is logged to be assigned to the same Group WHEN a contact logs it. Our Support Reps can change the
Move from 'ServiceDesk Plus' to 'SupportCenter Plus'
Hi, Please we are currently using 'ServiceDesk Plus'. But we are planning to shift on using 'SupportCenter Plus'. We would like to know if it is possible to move all the data that we have at 'ServiceDesk Plus' to the new application of 'SupportCenter Plus'... we are still on the early stage of evaluating 'SupportCenter Plus', but we would like to have a confirmation that all our previous data will still be available. Many thank...
Multiple Surveys, Daily Report...
I would like to know if it is possible to have MORE THAN 1 Survey... Also, I would like to create a template for the support rep supervisor to fill out daily, so they can summarized their tickets, other incidents that the call center has experienced throughout the day (or week). Please advise
Closing request without sending a survey
There are some occasions you do not wish surveys to be sent out. My understanding is to use close without notification. I have tried that and the survey still goes out. Is this a bug or is there something else I should be doing? I am on the latest build. Thanks
Can we automatically CC the support rep
Hi, Is it possible to enable CC'ing the support rep who is assigned the case. The issue is that - I do not want to enable sending alerts to Engineers when customer replies. In most cases engineers are already on CC. In very few cases I do not want them to make a mistake and forget to CC themselves. Renjith
SLA admin access for non-admin accounts
Hi ManageEngine, I'm trying to figure out a way to let the Service Account Managers and Sales people create/modify/delete SLA without being a full admin in the application. As far as I could see, the SLA definitions are located in Admin tab - Contract Settings - Service Level Agreements. I have a customized role for SAM's and Sales people in which they have full control over the Contracts module. If I recall correctly, the SLA is part of the Contracts module within the application. Which I though
SLA admin access for non admin accounts
Hi ManageEngine, I'm submitting this again as it seems it get lost somewhere. After spending some minutes trying to make it work I've realized the SLA is part of the Contract module within the application but, as the interface to manage the SLA definitions is inside the Admin tab, non-admin users cannot access it, even if they have full rights over the contract module. We need some non Admin users be able to define/manage SLA's within the application. Please let me know if this is possible in the
Merging Accounts
I do like Support Center Plus. My biggest issue which is getting bigger each day....is merging accounts. I know you have said you can make sub accounts but guess what, they are still listed separately. So an account changes names or an agent adds it twice or more and everything is spread out. Now try to view requests...Nightmare. Please, please, please save us from this madness!
Support Reps - Global Settings
The more I try to work with Business Units the more I regret ever turning the things on! THEY DON'T WORK. There are too many bugs, too many "you can't have duplicates" and I'm getting sick and tired of it. If ManageEngine don't spend a month fixing every problem with Business Units in the next two month we are ditching Support Center and using something else because we cannot function like this. I couldn't care less what other bugs or problems exist - get these fixed now, this monthm, this release!
Where do supportcenter get its time from?
Hi all, I encountered some problems with SupportCenter Plus internal watch. Our server is a virtual server hosted by another company. The physical server were our virtual server crashed and afterwards the internal clock in supportcenter hos been messed up. Where does SupportCenter get its time from? Our virtual servers clock is running like it should. If set 'my" time under preferences to GMT the clock is one our behind - if i set it to GMT+1 the clock in supportcenter is 1 hour ahead - Very
Manual Template
Hi, SupportCenter as a Users Guide in PDF format, and i would like to use it as reference for my internal users. Is it possible? Can you provide me a Editable version? Thanks, Eduardo Costa
Variables
Does anyone know what the variable is for notes added to a request? Much appricated if you can help. Al
Adding to Notification Rules
Is it possible to add new rules to the rules that are already there? I want to add a rule that will send a mail back if the person is not a user stating that the request has not been added.
Technician Calender
Is it possible to link the Outlook Calender to SC ? I´m searching for a possiblity to include the Technician Calender (Workplan) in SC !?
Next Page