Send email to all contacts?
Is it possible to send an email to all contact or selected contacts?
Enable AD login for support rep issue
Hi, I had 3 business units and was working on Snowden Internal business unit. (Snowden Internal, Neuroverse, Rio Tinto - Reconcilor) I changed business unit to Neuroverse and imported support reps and enabled AD login for them. I confirmed the support rep had business unit admin role only for Neuroverse. (Refer to SupportRepDetail.jpg) Then, I logged in using his AD login details, it was directed to Snowden Internal and showed no contents. (Refer to Dashboard.jpg) Isn't it supposed to direct to
Import support reps ONLY in business unit
Hi, I am using the latest trial version of SupportCenter Plus. I have imported support reps from AD in business unit. I successfully imported them, however they are added as global support reps rather than support reps only for the business unit. When I even add support reps manually in business unit, they become also global support reps sitting in Admin -> Global Settings ->User and Related Settings ->Support reps. (with Administrator privileges selected). How can I import/create support reps
Create ticket via email without sending notification
Hi, We receive automated error reports from our production servers. These servers can not receive emails. So every time the server sends an error report, SCP tries to send a ticket notification. But because the server can not receive emails our exchange server returns a “failure notice” which creates a new ticket. Now I would like to know if it possible to create a rule to stop sending notifications to certain email addresses but still create a ticket? Regards, Allistair
Credit Based Support
Hello, Does the "Support Centre Plus" application support customer on a Credit Base Cover system?
Can Additional Fields Hold URLs that are 'clickable'?
I have seen a number of SupportCenter Plus and ServiceDesk Plus forum postings that discuss the storing of URLs in text format additional fields (e.g., someone wanted to store the URL for a web page that contained a picture of their requesters). However, as far as I can tell, a URL held in a text field is not displayed as a hyperlink within SupportCenter Plus. So you have to copy the contents of the field and past it into your browser address bar to be able to link to that web page. You can't simply
Supportcenter Plus does not show Portal Page
I got problem after old license expire. Now I just add new license, but I found that Portal page menu is gone. And cannot connect to http://support.thepractical.co.th:8080/sd/SolutionsHome.sd", It shown that page have been disable. I cannot find the menu "portal page" in admin menu. Please advice me how to enable this. Thank you in advanced Matee Witawasiri.
Notification problem
I have problem with saving telephone numbers in all notifications. Whenever I want save: +33 (0)1234 1234, I get 33 (0)1234 1234 The plus sign (+) in front of the number always disappears. It happens with all the notifications. Any idea? Thanks
Customer get a notification update when an internal note is added to a SR
Hi ManageEngine, The notification option "When the request is updated" configured in Admin tab - Notification Rules - Request tab - Contact Notifications - Acknowledge Contact by Email, sends an email to the contact even if the note added was internal (From within a SR - Actions - Add Note - leave unchecked "Show this notes to Contact also"). I think an email should only be sent if that option is checked. Thanks in advance, Roberto.
SR's created from emails do not include attachments
Hi ManageEngine, We have SCP configured in a way that even if the contact is not recognized by SCP, it will pick the incoming email and will create a SR. So for every email fetched 1 SR is created. We've noticed this works fine but it does not include attachments. So if a non recognized contact send an email with an attachment, the SR will be created but the attachment won't be added. We're using build 7603. Thanks in advance, Roberto.
Am I able to deny technicians access to closing tickets?
Basically I am looking for a function where a technician can mark a ticket as resolved and then it is escalated to our Helpdesk Operators to confirm and close the ticket.
Sub Accounts view is limited on Account window...............
On the "View Account Details", the Sub Account window is limited to show only first 110 Sub Accounts. If an account has more than 110 Sub Accounts the rest cannot be displayed on that window but must be searched as contacts. This search is not always possible because some Sub Account doesn't have any contact associated yet. A scroll bar or a "View All Sub Accounts" selection is needed.
Forward - Does not pend to request
When you forward an email from a request, it does not pend to the request. Can you add this feature?
Recover from Server Crash
Hi guys, Long story, but bottom line is that our server crashed big style - 2 hards down - RAID 5 array corrputed etc. We have a backup - but some of that is partially corrput too - could it get much worse?? We have been able to recover the AdventNet/ME/SupportCenter directory. How can we get SC back up and running. We were using a previous version - possibly 6.5 - I can't quite recall. We do have a SC backup from several months ago. The original server and domain no longer exists. Can anyone help
Custom Views for Solutions (Contacts)
Hello, I would like to know if it is possible to configure Custom Views in teh Solutions modules for the Contacts that log into the Support Center Plus. Currently, they can only see two Views: All Solutions, and Recent Solutions. I want them to also be able to see the Custom Views that I create as the administrator. thank you.
Possible to get a popup box when hovering a 'Notes' icon?
Hi there, When viewing a list (e.g. 'Unassigned Requests) you get a nice informative popup box showing Request ID, Category, Subject and Description. This is quite useful. Can the same be done when hovering over the 'Notes' icon? /G
Automaticlly field fills from database
Dear All, Is there any possibility to automatically fill the (New Request) Page Fields as we receive one complaints 3 or 4 timing so i don't want to fill all fields in new request page again and again, kindly let me know if any solution is there. thanks Saeed Ahmed NONE E-Mail Phone Call Twitter Web Form Select Priority High Low Medium Normal NONE administrator AMM & ZMM AMM Bahwalpur AMM Bhawalnagar AMM DG Khan AMM Khanewal AMM Layyah AMM Multan AMM RY Khan Bahawalpur Central Central-1 DG Khan
Mail server setting issue
Hi, I created 3 business units with 3 email accounts for fetching email requests. They have their own account user name (let's say test1, test2 and test3), and password (password1, password2 and password3). When I configure mail server settings, I can only put 1 user name and password since it is global setting. If I put 'test1' and 'password1', it will only get emails from that email account. It does not fetch emails from test2 and test3. How do I need to configure user name and password for
Change font default setting
When i creat a request, font default setting is veranda. Now, i would like arial with size 10. how can i change it? Thanks! Best & Regard
Fresh Install of Support Center Plus Issue
Hi I have just installed Support Center Plus Professional and I am already having an issue. I have installed it using the instructions on the website and made sure that mixed mode in SQL is setup and I can login as SA. I have made sure that the port is correct 1433 and SQL is installed locally so I have left it a localhost. The install doesn't throw any errors when I install but I noticed that it doesn't install or setup database/user. Do I need to set this up prior to install? It doesn't specify
Acknowledge of ticket from customer before closing
Hi, i am using SupportCenter Plus 7.5. Is it possible that the customer must acknowledge the status to close a ticket? for example: support rep sets status to "resolved" - customer can acknowledge the ticket (status is changed to "closed") Is there a way to do this? tx Martin
Maybe instead of iphone specific app Zoho should standardize on an HTML5 web app for mobile like google.
My frustration with mobile apps is usually they only come only come out for one carrier. Just supporting the Iphone would be a mistake!. Lots fo thech's also use other smartphones. I have both Android and Palm WebOS phones. It might be better to support an HTML5 web based app for mobile rather than an app built for a specific phone. That way you can say you support all of the modern smartphones....
Removing ALL Product Types (BULK DELETE) in Service Desk
Is there a way to remove all product types in 1 go - i cant find an easy way to do this anywhere and also is there an easy way to use mysql manager to do similar things (i cant seem to connect mysql mangement studio express to teh database) does anyone know the default settings to be able to do so.
Help to move SCP 7601 to a new Linux server
Our Company is going to move the SupportCenter Plus to a new Linux server. Since the current version we are using on the old server is 7601 we would like to copy the back up on the same build version and upgrade it (if necessary) only after the new server is running. So I'm looking for the 7601 bin file that I cannot find in the website. Can you please post the link here? Otherwise please indicate me any alternative method to move the SCP 7601 with all the backup to a new machine. Many thanks, Andrew
iPhone Support
I've checked the roadmap and the wiki, and can't seem to find an entry for iphone support. Can we have this for SCP? I see that ServiceDesk has it. Would be great to have something very similar for SCP. Thanks!
Other forum posts being received through SC+ RSS feed
For some reason I'm getting all the posts in the Desktop Central and PMP forums coming through in the RSS feed from SC+ - can someone please fix this quickly as it's making it very difficult to differentiate which forums the posts relate to and therefore whether or not I have to worry about it in SC+. Andy
Customer-Acknowledgement of finished tickets
Hello all, i use SupportCenter Plus and i have a question according to the "status". When I unsterstand correctly: There is a status "resolved" which you can set when a ticket is finished. Then the customer has to acknowledge the ticket in die Customer WebForm (Status=closed). How can the costumer acknowledge? I can not find the function or a property? Thank you for your answers Martin
$ContactName broken out into firstname and lastname
Hello, Is there a way so the ContactName can broken out into firstname and lastname so the client notifications start with: Dear John, rather than Dear John Smith, Thanks
Cambiar el formulario de contactos!
Puedo cambiar el formulario de contactos (Clientes) ?? can i change the contact form ? Gracias / Thanks
Error at input of Cyrillic characters HTTP 500 (12217)
At input of Cyrillic characters in the field of search of the client there is an error The error occurs at editing of many fields, not only by search. The problem appears only at logon through the external address (www.myadress.ru). At an input through a local area network (licalhost:8080) - all is normal. Whether can the problem reason be proxy server usage (ISA 2006) ?
Unable to generate the report
Im trying to do any report and my Support Center return the message: Dear User, Unable to generate the report. So please contact supportcenter support for further... I realize, when I restart the SupportCenter Server I can use the report once and after this, when I try do another report (any report, inclusive the standard reports), the error appears. Im using SupportCenter Plus 7.6.0 Professional Edition Compile:7604
Exclude from search engine - robots.txt?
Hi, My Support Center Plus customer portal has been indexed by a search engine, so I wish to either create a robots.txt file to stop this from happening, or to edit the meta of the main page to include "noindex". Please can you tell me where the main HTTP root directory is for SCP so I can add my robots.txt file please? Thanks. Keith.
Language Problem In SCP
We have bought your SupportCenter Plus. But we have met a problem in SCP, details as follow: Our company use two Chinese languages, one is simplified, other one is traditional. Many people submit their requests using mail, they send requests to helpdesk mailbox(defined for SCP) using outlook client, if some people using simplified Chinese language there has no any problem, but if some people using traditional Chinese language there has a serious problem that contents of request title and description
Resolve Status
Hi, I have been testing the new status "resolve". We have closing rules in place that says we must fill in the Time Enty tab before closing a ticket. I have found that if I try to set the status of a ticket to "Resloved", and I have not filled in Time Entry, I will get a popup saying I must fill in time enty and get redirected to the general ticket editing page. Is it posible ,in this case, to either not redirect and stay where I am or redirect to the time entry tab. Best regards, Allistair
Custom reports available for customers - enhancement request
Hi ManageEngine, We found the reports tab is available for customers as well (normal contacts), however, if we allow them to have access to the report module they can make reports based on other customer's information. We'd like our customers (accounts) to be able to generate their own reports based on the account they belong to, and be able to see any report information coming from that account only. Maybe someone else has asked this before, couldn't find anything in the forums yet, but would be
Regional settings
In reports SC+ does not print diacritic signs, specific letters, although they exist on screen
Hotfix 7604 released !
Dear Customers, We are pleased to announce that our hotfix 7604 is released. Please follow the link below for the list of issues fixed, https://supportcenter.wiki.zoho.com/ReadMe---7604.html To download, http://www.manageengine.com/products/support-center/service-packs.html For any trouble/assistance, please do contact us at +1 925 965 6300 or mail us to supportcenterplus-support@manageengine.com Jai SupportCenter Plus
Request Print Preview
Hello, First let me start with thanking you for making sure we can now send a request without having to scroll down. Good job, that was something we have been waiting for. It is also nice to see that the buttons are both above and below the reply message. This is really an improvement. (But to complain again: the default window size is still a little bit to small in FireFox (the buttons below are not visible, but that is not a (big) problem since the buttons are now always visible at the top. So
default support plan
Hello, my question is about the default support plan. I have set up the mail server so that e-mails to the mail ids will route to support center plus Business Unit. When the request arrives the only information is the "To." Will the support center plus system automatically apply the default Support Plan for the request? This is the behaviour that i require. Thank you.
Problems starting SupportCenter Plus
Have a problem starting SupportCenter after installation. Installation when through without any problems. But when I choose SupportCenter Web Client it gives error: Exception in thread "main" java.lan.NoClassDefFoundError: org/apache/commons/httpclient/protocol/SecureProtocolSocketFactory. I have tried to reinstalled but still same issue. Please advise! Anna
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