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.....
Portal Security
Off the back of a change in our infrastructure we are now looking at making SupportCenter available to customers via the Portal. Have you got any recommendations within the configuration on how to optimally secure this please? I can't see any posts? I appreciate posts like Chris's below https://pitstop.manageengine.com/portal/community/topic/cve-2017-9805-is-sc-vulnerable leave you open on any vulnerabilities that exist in Apache/Java/MYSQL or SQL Server. In an ideal world, lets say there weren't
Pitstop Community pages - Posts I was following aren't listed?
I haven't signed on here for some time. Just logged in and all the posts I have made, and those I have followed aren't listed in "My Area" any more. Is there something I am missing please? Cheers Rich
Hotfix 8104 released
Dear Customers, We have released our hotfix 8104 today. Please download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of new features and the issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8104 For any technical assistance, please send us a mail to supportcenterplus-support@manageengine.com or call us at the below numbers Thank You Regards, Arun Kumar SupportCenter Plus Manager - Tech Support
Merging of accounts
Hi, I presently have 3 very similar accounts, all of which already have several tickets against them - I wish to longer allow users access to 2 of the 3 accounts and have those 2 x accounts tickets etc. merged with the 3rd account which will be the primary and only existing account. Can this be done and if so how please? Regards, Craig
SupportCentrePlus moving of all data to new premise
Hi, our company is soon to split into 2 different entities and our entity wish to keep using your ManageEngine SupportCenter Plus software at our new premise (will purchase new licenses etc.). Could you please advise how we ensure we capture ALL existing data from the current system to bring it across into our new company. Is it as simple as performing a backup of the DB before we close it down and if so how do we then attach that to the new installation at the new premise and ensure everything we
Portal Reply Keyword Status Change- Anyone have a script to do this??
I know ManageEngine does not have the capability to change request status based on "keyword" replies. However, I have seen several questions and requests for this trigger. My goal is to check the portal reply for keyword "Contacted" and change the status of the ticket. . I am not a script writer, and very little knowledge of the process. Does anyone have a script they have used for a similar need, and is willing to share with me? Thanks and I will gladly repay the favor with help in other areas
Report for first resolved requests
We have a requirement to get reports on requests in a specific group & category. We need to know how long the Support rep took to resolve the request in the first instance. As there may be multiple times the request is re-opened as the contact may reply to the request multiple times. Our SCP is configured to re-open resolved requests.
Support reps cannot access BU
I have created 2 new BU's and assigned 7 support reps to the BU's. Now none of the new support reps are able to see their assigned BU. They are contacts in other BU's and they can see these BU's without any problem, this must not change. How can i ensure that the Support Reps can access the required BU's I am on Version: 8.0.0 Build Number 8009
Hotfix 8103 released
Dear Customers, Today we have released our hotfix 8103. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html This release has the feature to store the default application (Windows installation) attachments to any Network drive. So this wont affect/occupy the installation disk space. Thank You Regards, Arun SupportCenter Plus
Field Form and Rules - Automatically Populate Fields Based on Product
Hello. I am building a custom request template. We have various attributes assigned as custom fields to each product. For example, a switch device may have a building identifier. I would like to know if it is possible to use the built-in JavaScript functionality to auto-fill form fields based on these attributes. For example, if I assign the product to the switch, the request form would automatically populate location details. I know I can do this with object dependencies, but I would like to utilize
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