7704 - Can't change Password Reset Request Notification message template
Hi. I attempted to change the above message template today and whenever I click save the following message appears: "The template could not be save without the field "ResetPassword URL"." This would be a valid error message if the URL in question wasn't already in the message body! I've tried removing it and re-adding it using the content variables, but to no avail. I've also tried manually updating the link text and URL in case your system is trying to match on the text ResetPassword
Support MS-Exchange Mail Server?
Dear All, We want to receive mail using MS-Exchange Mail Server? Can SCP support the this MS-Exchange Mail Server? If yes, how to configure? Thank you in advance.
7704 - Client portal showing support reps' names
Hi guys, I've just been giving a demo of the system to some new clients and have noticed that, following the upgrade to 7704, the system is showing our clients the names of our support reps in the contact conversations within an incident. Previously, this is something which we'd expressly asked to be obscured so that our support reps weren't exposed to our clients, and it's something you guys fixed pretty quickly. If I recall correctly, the text which appeared was Support Representative
Search doesnt work properly
Hello, When searching in the new search field for new requests, the system doesnt return any hits. For old requests it works fine. SupportCenter 7801.
Request Aging Analysis
Has anyone every done aging analysis of the requests in this system? There does not appear to be any fields that track the number of days open for a request. I guess you would need to do some SQL for: today - opened time to get this? eg. would like reports containing: 1) Open days for current cases (with columns <7days, 7-14 days 14-30 days, >30days etc). 2) Average age of open cases. 2) Number of days to close a case. Has anyone done this? Would appreciate any advice.
IIS Support
Does SupportCenter operate in the same way that SD+ does. In other words will SupportCenter work via IIS, or does it use the Java\Tomcat system. If it does use the Java\TomCat system it simply isn't useable outside of our internal network and so is useless to us. Will it run side by side with SD+ on the same machine? Regards.
SupportCenter Plus Build 7801 released!
SupportCenter Plus build 7801 is available for upgrade in the link below, http://www.manageengine.com/products/support-center/service-packs.html Please find the list enhancements provided in the link below, https://supportcenter.wiki.zoho.com/Read-Me-7801.html For any assistance upgrading, please do call us at +1 925 965 6886 or mail us to supportcenterplus-support@manageengine.com Jai Anand K SupportCenter Plus
Summary Report Help
We are trying to build a report that shows us details on a request (RequestID, contact, open date, close date, etc) and also information from the time spent fields. I've tried working on a customer query report, but in the end it's not showing what I need. Can anyone assist? Here is the basic layout that I am hoping to achieve: Report by Account (single account created) - Section by Additional Field --Request Information ---Time Entry Details Each Request Info would be a line with sub lines underneath
Customers reply through the supportcenter
Dear Reader, We have the following problem. When a customer logs on to the customer portal and replies to a request/email he has to press 'save'. Unfortunately nothing happens. The popped windows where you enter the message doesn't close and nothing is saved anywhere as far as we can see. Please help. Many thanks in advance. Nick
Upgrade SCP from 7607 to 7801
Hi, I tried to upgrade my test server from build 7607 to 7801. I started off by doing an clean install of SCP 7607 then restored a backup of my live server. Then all went okay, then I upgraded to 7609 which also went good. But when I tried to upgrade to 7703 I got an error after which SCP would not start up anymore (not even with run.bat). The error I got when I tried to start SCP is: STATUS | wrapper | 2011/05/13 11:22:21 | Starting the ManageEngine SupportCenter Plus service... STATUS | wrapper
transfer request to another bisuness unit
Does anyone know if/when we'll be able to move a ticket from one business unit to another?
New Request - Description Field
Is it possible to force the request fields, such as the description to be text and not html? The problem we are having is the formatting that is imposed on tickets that get created when html is pasted into the description field.
Dashboard Unassigned link
Hello, Can we please get back the link on the dashboard tab for pending requests for Unassigned? All options are links (as was the unassigned option) but since the upgrade to 7800 the Unassigned-Pending is not clickable anymore. Thanks in advance.
SupportCentre Plus does not Start
Hello, I have downloaded the Demo for the SupportCentre Plus and installed it on Windows XP. When I run supportcentre server or supportcentre webclient, a flash screen is shown in the middle of the screen which seems to keep running after the message "Application Layer Started" and never seems to complete. Screenshot is attached. Then if I run WebClient, a Browser window opens with an error "HTTP 400 Bad Request" Please help sort this issue.
Support for workflow with mutli tier approval mechanism
Hi, We are about to purchase SupportCenter Plus. We would like to know if there is support for workflow with multi tier approval mechanism in SupportCenter. For example, I raise a request and based on the request type and my hierarchy it goes for approval to my supervisor. On approval by my supervisor, it goes to another higher level. Upon final approval I get notified. Please let me know the availability of this feature in SupportCenter. Thanks, Saud
Support Center Plus, java error
Occasionally when working in SCP, our users experience this error, any advice would be great, thanks: 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: java.sql.SQLException: Invalid state, the Connection object is closed. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
SupportCenter Plus outgoing mail queue
SCP outgoing mail inflexibly depends on email server. If any problem occurs, it will not try to send a letter once more. Our support team generates a new request ~every minute, most of requests become assigned to our partners helpdesk via email. So any temporary failure or downtime (mail server reboot, link down, ets) is permanent data loss - partners does not receive requests. It will be better if SCP could store letters in its own outgoing queue as any email client can do. Now we have to use a
SupportCenter Plus Version 7.8 released!
Dear Customers, Please find the new enhancements of the version 7.8 using the link below, http://www.manageengine.com/products/support-center/whats-new.html To download and upgrade, http://www.manageengine.com/products/support-center/service-packs.html For any other queries about this version, please do call us at +1 925 965 6886 or mail us your query to supportcenterplus-support@manageeengine.com Jai SupportCenter Plus
Instaling Customer Support Desk Free Edition in Ubuntu Linux is not working.
I am trying to install CSD in Ubuntu server I need to know what requirements if any are needed in the server or the java version required. Thanks, Jose
Database index after recovery -- search results only see new items??
After importing a backup I find that only new items show up when searched... is it possible to somehow re-index the data so that old data shows up when searched???
New report
Hi, Is it possible to get a report that shows me percentages? For example; I would like see how much percent a sub category is of all my tickets is for this year. so sub category 1.1 = 10% (of all tickets) sub category 1.2 = 5% (of all tickets) sub category 1.3 = 3% (of all tickets) sub category 2.1 = 50% (of all tickets) sub category 2.2 = 30% (of all tickets) sub category 2.3 = 2% (of all tickets) Best regards, Allistair Edit: I am running SCP 7607 and MS SQL server
Hiding Cost Per Hour
Is there a way to hide technician cost per hour to everyone except those designated as managers?
Query Report
Hi, Some one can help me? I would like a query to select the informations below: Request Number Subject Company Support Plan
7704 - Missing email attachments
Hi, I have raised an incident with your helpdesk, ID 6457902, but haven't had a response for a few weeks. This issue is a high priority incident with the latest release whereby a number of our clients' emails are being pulled into the system but the attachments are being removed by SC+. This is causing a big problem for us and we've had to introduce an automated backup of all incoming emails and a manual process of forwarding emails when attachments are lost. I understand that this
Report question - number of days and ordering.
I have the current report: SELECT ti.FIRST_NAME "Support Rep",wo.WORKORDERID "Request ID", std.STATUSNAME "Request Status",org.NAME "Account",aau.FIRST_NAME "Contact",wo.TITLE "Subject",cd.CATEGORYNAME "Category",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.LASTUPDATED) "Last Updated" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates
Outlook Plugin
The online documentation for SupporCenter Plus references an Outlook plugin that allows you to sync contacts, tasks and calendar events. http://www.manageengine.com/products/support-center/help/adminguide/configurations/outlook-integration-with-scp.html#Installation However, the only plugin I am able to locate on the site to download only has Contacts sync. http://www.manageengine.com/products/support-center/64045241/SupportCenter_Outlook.exe Is there an updated plugin that has the additional
Outlook Contact Synchronisation Not Working
I recently added the Outlook plug-in with a view to downloading all SCP contacts into outlook to publish to our support team for further sync to PDAs. However when the synch option is selected in Outlook the contacts are not updated. Further tests concluded that synch did not work either to or from Outlook. This was tried with Outlook 2003, 2007 and 2010. Please advise.
Time entry for Request Tasks or Activities
We use SCP extensively for help desk support but we also create Requests for Work Orders or Project based activities. It would be great if we could create "sub-requests" to enter time against and also set budgets for hours or dollars for each of the Requests or SubRequests (activities, tasks, etc). Thanks!
Is it possible to create additional fields that can be used in request, account and contract
Hi, I'm looking for a way to be able to create an additional field and use this field including the input in multiple forms, so that if I fill it in for this one customer, it will use the same field for all the info screens like account, contract and request. Is this possible and if so, how can I get this to work? Thanks in advance Johan
Tracking Changes
Hi, Today I ran into issue. We have multiple business units (say A,B,C,D) that share contact accounts. Customs can access more than one business unit. The problem I have is that when a BU administrator changes or edits an (linked) account in BU C, the changes will be made to all BU's. Ideally I would have an option to not allow BU admin's to change/edit account that are linked to multiple BU's. Only global admin's should be able to edit these account. But I would also settle for a "History" tab
Closed Request Automatically Reopened After a New Email Is Received
Is there a way to avoid this function? It is affecting our SLA.
License Expired
Hi So our license expired on April 22. We have received an updated license on the 25. I can not access the client. How do I update the license? Cheers Detlef Update: Thank you, found the answer in the FAQ
How to: prevent New Registered User email?
How do I stop SCP from sending New Registered User email messages to our support folks?
Position of POP UP CALL ALERT
Hello, the CALL ALERT pop up is always in the bottom of page. When the list il too long is not functionally Is it possible to change the position of pop up Alert in top? Thank You Alberto
Accidentally made account inactive- need it back
Hi, I've accidentally made an account inactive, but I need to get it back to active. Also, this account and 4 other clients have the same domain name (we host them) so all of their requests are going to the same account- but I need to split them up. How can I do this? Thanks!
Font size and @
Hi, We are using SupportCenter Plus and are having two problems. 1. When we reply to a request the font size is way too small. We have to manually change the font size and that uses alot of our time. 2. when we are writing an e-mail to our customers the font size suddenly changes to a bigger size as soon as we type in @. It is very annoying since we use @ alot :) (It seems like it has something to do with the Heading button (CTRL+ALT+2) Can you please reply to me on these matters with a solution?
Add Notes to ticket - how can we sort last updated ticket?
How can I sort the tickets with the dates of added notes? If I select "email rep," only 1 person would be notified about the note. Is it possible to show on the Home Page that would display customized views like: "tickets with new notes added to Support Group tickets" "tickets with new notes added to Tech Group tickets" "tickets with new notes added to MY tickets" This is a big problem especially when a ticket is closed, and if I add additional notes without notifying the (one) rep, there is
Adding number of days open to report
Hello, I would like to the number of days since created to the following report. This report is being run on a mysql database. I had opened a ticket before, but did not get any notifications that it had been posted. I would also like to order by support rep, then number of days open, then customer. Thank you, Shawn SELECT ti.FIRST_NAME "Support Rep",wo.WORKORDERID "Request ID", std.STATUSNAME "Request Status",org.NAME "Account",aau.FIRST_NAME "Contact",wo.TITLE "Subject",cd.CATEGORYNAME "Category",longtodate(wo.CREATEDTIME)
User Manual
When can we aspect the user manual to be updated? As I would like to know how to setup all the new features Regards, Hoya Admin
On-screen popup for incoming calls
Hi again, I have defined three asterisk sip extensions, all in the "default" context. I have two of them assigned to support reps (one is administrator, another one a support rep created by me). All three extensions are registered in asterisk and dialing from any of them to any other works perfect. Click-to-dial works on both extensions assigned to support reps (and I get the on-screen pop for the outgoing call). The problem is now when I log with a support rep and call the extension assigned to
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