Customer portal tabs view
Customer can see Request, Account Info and Resolution tab, while we need to show them Time Entry, too. I cannot find how to allow that.
License expired
Hello, What would happen if our license expires? Which type of restrictions can we suffer untill we reactivate the license?
Support Rep report
Hi I am looking for a report that will give me the last date and time each of the support reps last logged in. Regards Graeme
Is it possible to migrate from Multi-Language edition to English edition subscription model?
How do you do? I'm using SCP Professional Multi-Language Subscription model, especially Korean, One or more year. Is it possible to migrate to English Edition(I mean, not multi-language edition)? The Demo version is multi-language I think, so can't test it. I want to know belows, Please let me know 1. Will it not broke, the migrated requests wrote by korean ? 2. Can I make the new request using korean on the English Edition? Thank you. KCSONG
How do SLA, DueBy Time and Overdue status interact?
Hello, I have a few questions about the SLAs, the Dueby time and the Overdue status. From what I think I understood, the SLAs determine the Overdue Status. I do not understand the functioning and the role of the Dueby Time. Let us say, the SLA has a resolution time of 4 hours and the ticket is created at 09:00. The DueBy Time is set at 13:00. At 10:00, the ticket is set On Hold. Let us say, is is now 14:00. From what I can see in SCP, the DueBy time is still at 13:00. The Overdue Status is false.
SCP database schema
Hi I am looking for the database schema for SupportCentre Plus. Regards Graeme
Multi-site companies; managing contacts
I am looking at getting a particular structure configured within SCP. Some of our customers have multiple sites which we support and tickets need to be raised against the specific site to which they relate. Is there a way that a contact can raise & view tickets across all their company sites under a single login?
Multi organisation customer with one ICT team
I have a customer consisting of: Headquarter, Hotels, Campings and Retails. Hotels has 10 hotels and resorts, Campings has 6 campings and Retails has store and 20+ retail shops. We are network support for all of them, 100+switches, few firewalls, 20+ routers, huge WiFi, radio links fiber optics.... They have one common ICT team of manager and six technicians, who raise requests and communicate with us for problems we are responsible for. Would you help us how to organize that client? Every person
8105 - Assigning requests by "round robin"
Hello! Is there a manual for where to find this setting, or how to implement it to a Business Unit?
How will the authentication work out side of our network
Hi Team, We have SSO in place for anyone logging in from company computers internally. We are planning to publish the portal to the internet. How would our end user will login to the portal? Regards, Nik
Attachments / Schema question
As part of a GDPR request from a customer, I have to identify all inline images and (graphical) attachments belonging to their requests in SC+. I've done the first part easily enough (searching the ConversationDescription table for the img tag), but I can't quite work out the schema for file attachments. Where are the paths to the file attachments stored/calculated, so that I can capture this, and process the files in the file system? I've got the workorder, conversation and attachment IDs out, and
Assigning Labels to Notes
I've seen the feature for creating custom labels, and assigning them, but only to emails attached to requests. Is it possible to add a label to a note? Thanks! Nick
Group email addresses
Hi We use SCP 8.0.0 Build Number 8015 with MSSQL 2012. We would like to report the group name, all the email addresses associated to that group and its reply email address. Is there a query for this? Thanks in advance Regards Graeme
how to send mail from manage engine server by use gmail account ?
how to send mail from manage engine server by use gmail account ?
Adding a Copy of an existing Business Units
Is there a way to create a copy of an Active Business Unit? I'm trying to test new changes to how we currently have a business unit setup in SupportCenter Plus without having to recreate everything from scratch.
Hotfix 8105 released
Dear Customers, Today we have released our next hotfix 8105. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features and issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8105 Thank You Arun Kumar Manager - Tech Support Direct Number : + 1 408 352 9115 X 7213 US : +1 888 720 9500 | Intl : +1 925 924 9500 Australia : +1 800 631 268 | UK : 0800 028 6590
task
How can i automate creating task when a request is created with category hardware install. ie, user enters ticket with category of Hardware Install. I want to automatically add task to that request.
Auto CC of email address in response not wanted.
I have just set up a new business unit where the primary address will be .nl Incoming email addresses for this in the mail config have been set to support@company.nl, support@company.be and support@company.lu, The reply address is set to support@company.nl I can send an email to .nl .be and .lu and they all come in to this business unit fine. If I reply to the email that has been sent to the .nl address it works fine and shows the From address as .nl. If I reply to the email that has been sent to
Can't find any Topics I was previously following
Before these topics were moved to this new look and feel I could see all posts I had made, all posts I had contributed to, and follows of people or interested topics. Am I missing something I can't see these now? Cheers Rich
Need Query/Report to show all Tickets open more than 7 days
Need a query/report to show all tickets (work orders) that have been open more than 7 days. Fields in the report RequestID Requester CreatedTime Subject Group Category SubCategory SupportRep (assigned to) . (MSSQL) Thanks
$SenderName issue
I use this field in the template for when a support rep replies to a customer, and it works fine in the main web application. However, in the mobile web version, and the iPhone app, the $SenderName field populates as 'null' in the email that is sent. This has caused a great deal of confusion for our customers.
Report showing all reports in the system
Hi Is there a query that I can run to find all the custom reports, both scheduled and configured, across all Business units. Thanks
Problem with update manager
Hello, We tried to update our version of SC+, but during the operation, we get an error message from the update manager (see picture below) thanks for your help
Support Rep license limit reached error.
Getting error message when trying to add logins for support reps. Currently have 7 support reps with logins and my license allows up to 10, however it will not let me add any new ones with logins.
notification rules issue
Hi , I am facing an issue in Support Center Plus with the notification rules. I have set the "Alert the following Support Reps by Email when a new request is created" option but when I click on the "Choose" button to select which reps to notify nothing happens. Can you please help with this problem? I am on build 8009. Best regards, Allistair
Account
hello, we encounter a problem when deleting a customer account. We cannot remove them. No query is active on these 4 accounts. thanks for your support Best regards Gilles
Business rule for BCC
Hi Is there a Business rule that can be configured for a specific contact with a subject starting with the same wording that will assign the request to a group. This contact always sends the email in with our email address in the BCC field. Regards Graeme
Support Rep report
Hi I would like to produce a report showing the BU, Role and groups each Support Rep is associated with. Is this possible? We have SCP 8015 and use MS SQL 2012 as the DB. We have 4 BU's and different roles and groups within each BU. Regards Graeme
Reporting outside of the tool
There are currently some limitations in the reporting side of support center so I am trying to report off SSRS by pulling data from the postgres database. However, fields such as description and resolution have html tags nested in them. Do I need to come up with separate scripts to cleanse these fields or is there a way I can do this with support center? Thanks.
Move some requests and associated contacts to new server
Hi We use SC+ for two products and have all requests assigned to one Group or another. I want to move all requests from one group, along with the associated contacts, support reps, attachments etc to a new server. Would it be best to duplicate the system then delete what's not required? Or is there an export / import method that would be simpler? Regards David
Request closed by System
Our SCP version is 8.0.0 Build Number 8005 We experienced a couple of time that a request is closed automatically by the system, while the rule to close automatically a request is not active. See attached files. Is it a known issue? I couldn't find something similar in the community. thanks Andrew
SupportCenter Plus fail to start
Hi, SupportCenter Plus is not working. I have attached the screenshot ran on cmd . The error as shown on the attachment says "Could not locate C:\ManageEngine\SupportCenter\bin\\run.jar. Please check that you are in the bin directory when running this script. Press any key to continue . . ." We have the DB on sql, Is there anyway we can restore the DB on another machine after installing a fresh copy of supportcenter plus(assuming we have the same xml license). My believe is the java package files
Office365 shared mailbox
Hi We have a new group within SCP but the originating office365 email address is for a shared mailbox. Will this still function if a server-side forward rule is applied to the shared mailbox to forward emails to the SCP mailbox or must this be converted to a distribution list?
External system modifying the Subject line
Hi We are working with another company and they have a different ticketing system. Their system is modifying the subject line. Is there a way to configure SCP to still assign the replies from that system to the SCP request. The modified subject line is below. RE: RM-217955 [ ref:a1c0d000003zhvb:ref ] [Acknowledgement] [Fwd: ##870297## : OR-1006493 - DOD - JUNIPER MAINTENANCE RENEWAL QUOTATION REQUIRED - URGENT] The SCP number is ##870297## Regards Graeme
Merging requests
Merging is logically intended for same contact, two tickets. it is supposed to preserve all information in description, resolution, time entry........but in reality information from one request will be lost, the same as deleting one request. I didn't figure out which one, first or second.
Searches d'ont work
The searches do not work correctly, for example a request with this subject ... "WG: Pick-up-5046-5630-17361088-27112017", if we search by normal or advanced search ... the sequence 5630-17361088, we do not shows results ... I remember that this worked not in an ideal way, but it worked, but lately I can not get it to work ... maybe this facility depends on some parameter ...? is deactivated if there are more than N records? ... you can help me?, we spend a lot of resources in search because it does
How to install Support Center Plus to run with IIS Server
Hello, Is there a way to install and configure SCP to run with MSSQL and IIS Server ? We have an internal IIS Web Server which is protected by a WAF, this server is used solely to publish. We need to use this server for our SCP. However, we have to do it under IIS. Any ideas out there ?
Add the Secure flag to cookies sent over SSL
How has the community been fixing this issue in SupportCenter? I'm needing to remediate a Missing Secure Flag From SSL Cookie.
Add the HttpOnly to all cookies in SupportCenter
I'm going through and making sure that any holes are plugged in our SUpportCenter server and found that we are vulnerable to Missing HttpOnly Flag From Cookie. Guides online reference adding a line to "context.xml". I cannot find this file. So many questions. How have others in the community fixed this?
"Add Note" doesn't work in Firefox after 8104 hotfix
Using the "Add Note" to a ticket no longer works after applying the hotfix 8104 - using Firefox - will work in Explorer, has worked always previously. When clicking the blue "Add Note" button nothing happens.....
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