CVE-2017-9805 - is SC+ vulnerable?
Hi CVE-2017-9805 relates to a Remote Code Execution vulnerability in the Apache Struts framework. Please can you confirm if SC+ is vulnerable, and if it is, the timescale for fixing it. If it is vulnerable, are there any mitigations one can take (e.g. product configuration) to prevent exploitation. Thanks Chris
Restore a backup
Hi All, I am new to working with SupportCenter Plus and I am restoring a backup. It has been running for hours now and I'm just wondering if that is normal? As there is no progress bar I have no way of knowing how far along the restore is. Thanks in advance for any guidance on this.
Supp rep cost per hour
The basic idea of "one person one price per hour" is, well, wrong. There are different jobs(Time entry) with different prices done by very same person. So, if one supp rep on site does some cablings, but in office he manage a firewall, how can we separate those two jobs done by same person but of very different cost? When inserting time entry details we cannot change the cost per hour which is glued to supp rep, but interestingly we can choose Time Entry Type?? That mean that one Time Entry Type
Restaurar copia de seguridad de windows a ubuntu
Buenas noches tengo un problema, intento hacer la restauracion utilizando el comando desde /opt/SupportCenter/ bin/#sh restoreData.sh -c Backup.... pero sale error adjunto imagen de los comandos. Alguna ayuda??
Account manager and Supp rep
Why a support manager cannot be an Account manager for some Accounts, too? What is the purpose having an Account manager who is not a support rep, too? In a small company we do not have twelve departments, we are multipurpose people. We are all supp rep so nobody can be an Account manager. OK, I set another e-mail addreses for same persons as Account managers, like Gmail, but that is not a point.
Report with Zip/Postal Code
Could you please tell me how to create a report with the items 'Zip/Postal Code'. Thanks Marjan
Backup not complete
After a failed update, Tech Support had to reinstall SCP (Thanks) I had daily Backups that have been scheduled for a long time. But after the restore I am missing data which is an issue because of the Contracts that I have are based on time/block time etc. The restore was missing 7 day's of data. The restore was from August 14th but when you go into SCP tickets are only from August 7th? Is their something that I need to do other than set the schedule. or is their a problem with the Backup of the
Service Pack 8102 released
Dear Customers, Today we have released the SupportCenter Plus service pack/hotfix 8102. Please find the list of issues fixed in this release https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8102 Here you can download the service pack/hotfix https://www.manageengine.com/products/support-center/service-packs.html Thank You Regards, Arun Kumar - Tech Support Manager ManageEngine- SupportCenter Plus Direct Number : + 1 408 352 9115 X 7213
Query for onhold period
I was hoping for a query to report on the time that a ticket was onhold (timer stopped and timer started) Thanks Naomi
Custom views disappearing
we are currently having an issue where custom views that have been created disappear. When you go into reorder the views you can only view the system views and the custom views are whited out and you can only see the ticks. They eventually come back however today they where gone for an hour, we managed to get them back by going into the reorder views and ticking one of the blank custom views off and on again. Are you able to help with why this is happening? Thanks
Reopen Requests
Is it posible to program a request to reopen after a certain time? Example: I want to close a request now but i want to program it to reopen itself after 1 month. Changing the status from closed to open. Thanks.
Unable to see any fields
Hi Team, I am unable to see fields like edit, close options on opening the ticket and till yesterday i was able to see these fields. Request tour assistance on the same. Regards, Ramya
Trigger "Self-service login details" to all contacts
Hi, Is there a way to trigger sending "Self-service login details" to all contacts registered in SCP? We are soon starting to use SCP to all customers, users are created in andvance in SCP, when we are ready to switch to SCP we would like to send link and login information to all users via the Self-service login details, is this possible ? Thanks. Klaus
Adding a new action option on a business rule
Is it possible to add a new option in the dropdown list of actions that can be taken within a business rule? We have added a new field to our request template, and would like to be able to set the value of the field based on certain criteria for inbound email requests.
SupportCenter Plus Mobile Application/Mobile View
Why does the SupportCenter Plus mobile application not allow domain filtering but the ServiceDesk+ application does ? Secondly when saving the mobile view www.nameofsite.com:port/m as a home screen icon it does not keep you logged in even when you check remember me or when saving as a bookmark. Essentially this makes loading the application in mobile view very frustrating and leads to users using the not optimized desktop view via links from outlook. The ability for technicians and other workers
When using the notification rule, special characters such as "&" are converted and parameter setting etc can not be done.
Hi Support, It is as per the title, but we set up the notification rule in management. In that case, I wanted to add parameters to the request link, so I put it on the hyperlink of "&portalID=XXX" URL or in the sentence. However, because it was a special character, it was converted to "& amp;" and I did not know how to not convert it. Is there any escape character etc? Thank you in advance. Best regards.
Merge Requests
When merged, requests lose information from new request, remaining the information from older request. Merging should keep all information from description, resolution.
Work order
I've already mentioned months ago, I badly need possibility to edit (fill) workorder online and has it sign by customer on my tablet, on site or remotely. I believe it is time to abandon paper work orders and replace them with digital form. Now, we have to print work order, at best on customer printer filling resolution on my web form over his PC (printer!). Usually we have to print empty work order,. fill it on site by hand, has it sign by client, and then reprint resolution and time sheet into
Event link in notification email not working
When sending out notifications for a new event, the event link in the notification email is not working. The link that is sends is http:// where it should be https:// In the admin settings of the application it lists the alias url as https:// Any ideas why the links would not be going out correctly? Thanks.
Comments on Solutions
We are going to start opening our solutions to be visible to our contacts so I have been testing. Why is it that when a support rep posts a comment on a solution, the comment shows up with a blank/placeholder user image for the support rep instead of the image the support rep uploaded for their account? We are showing the support rep availability to logged in contacts, so they can see all the support rep images on the Home tab. It seems odd that those images don't get displayed in the comments
Topic Template for Contacts Without Account
Topic Templates are specific to the business unit they are created in, which is great, but then why is the setting to choose which topic template to show for contacts without an account a global setting? The setting is also a single select option, so if you have multiple business units in the application you cannot then set a topic template for Contacts Without an account for each business unit. Is there any way this setting can be a per business unit setting, or allow for selecting multiple topic
If you access the request link from the request link, you will be logged in the login page of another unit.
Hi, Let me question about login of portal page. I use the business unit to log in using the portal page. In
this case, if you set the default portal page & default business
unit, even if you access the request link or solution link of the
non-default unit described in the e-mail, the contact can not log in and
the default portal page It forcibly moves to. Please tell me about settings to avoid this behavior. By the way, I know that I can open without problems once logging in with a browser that
How to publish the SCP portal to be accessible from non-network PCs or mobile phones?
Hi Team We want all our staff to access SCP portal from their own computers not only business computers in network. How do we achieve this? Please share the documentation if you have any. Regards Nik
Перевод на другой язык статус заявки
Здравствуйте! Нам нужно перевести на другой язык статус утверждения заявки. На английском оно пишет, как "Pending Approval, To Be Sent, Denied" и т.д. Мы не смогли найти место где хранятся эти записи! Надеемся на вашу помощь.
Searching in SC+
Searching in SC+ should be way better. When you have few hundreds clients (accounts) it is difficult to remember exactly the first name. For example, when entering new request for Hotel Alhambra we must write "Hotel" and then we see drop list of all hotels to choose from. If I write "Alhambra", nothing happens. Generally speaking, search engine is quite limited, in other forms, too. Next, in Accounts, Recent Requests or View All Requests, we can do exactly that - view. We cannot open the request
Support Rep login report
Hi, A request has been put forward for a report to show when a support rep has been logged into the system for a certain date period. Information we would like to capture is the following Business Unit (would like to be able to select which business unit to run the report on) Support Rep Name date/time stamp for log on and log off (would like to be able to select a date range) I have one already have one but does not show the above select aas.session_id "SessionID", aal.name "User Name", aas.user_host
Differences between SDP and SCP ?
Hello, im a little bit confused. Whats the main differences betwwen Service Desk Plus and SupportCenter Plus? Whats the newer product ? Which has more Features build in? Thank you.
Cannot see all Support Reps with the Administrator account
Hello, I cannot see all Support Reps with the Administrator account. I can you use one of the "invisible" support rep's with an login account, and login into the app without any problems, but if i login with the administrator account i cannot see that support rep/login to make any changes. How can i fix this? Regards
com.adventnet.persistence.DataAccessException: [Department_Email]
Hello, i need to change the email address on the field: "Incoming Email addresses" on menu: Admin, Mail Configuration. I keep getting the error saying the "Email ID already exist.", and i can't change it. On the System Log Viewer, i have this error: "com.adventnet.persistence.DataAccessException: [Department_Email] Exception occured while executing the update sql" I really need some help on this issue. Thanks in advance Regards
Support Rep becoming a contact
Hi, We currently have 4 different business units and we seem to be having an issue with Support Reps becoming a contact in either their business unit or one of the others. Once this happens it seems they are only able to log in as a customer via the customer portal. The only way to fix it is to find out what business unit they are a contact in and delete them... But I can not keep doing this, at the moment we ore not setup as single sign on (AD) and each support rep has their own username and password.
Edit "Status" from "Request Properties"
If I edit the field Status from the "Request Properties" and i try to save the changes it fails and goes back to the last status. Edit: Im trying to close the request using this method but i can´t update it, when i click on the green tick it goes back to the last status.
extract number of logins from AdventNet
Hello, Can you tell me if there's any way to extract from Adventnet the number of Customer logins over a set period of time? Thanks Marjan
Do you know your incoming request velocity?
If there was an award for the most common help desk related questions asked, it would go to one of these- "Hey man, how many requests do we usually get on a daily basis?" "The helpdesk guys look very busy. Are we getting a lot of requests lately?" "There are so many unpicked requests in the queue. Do we need more people?" Ironically, this is the most probable answer you would get to all these questions - "Umm... I don't know.. I think so.. Let me find out" I can help you give a concrete answer using Analytics
Integrating SCP with Jira
While I've done the SCP to Jira integration successfully, I see a concern. If a user in SCP clicks on the menu "Create a New Issue in Jira" twice, 2 tickets get created in Jira. This causes duplicates. I need it such that when the first time user clicks the menu "Create a New Issue in Jira", a new ticket should be created in Jira. Post this user should not be allowed to create another Jira ticket for the same SCP request ID. Also, is there a way to update the ticket in Jira with additional information
How to customize the client homepage and where is the file?[LINUX - IMPORTANT]
Hi, I want to customize the client homepage, hide some stuff and change the layout a bit. But i can't find the server root and the html and java file? Thanks, Ashfaaq
Automatically purging old, closed requests
We have been using SupportCenter for many years and have hundreds of thousands of old, closed requests. We have an archive policy to move them to archive after six months, but really have no need to retain closed tickets after a year. The number and size of the requests makes backup and recovery take an extremely long time, even trimmed backups. Is there a script or SQL command we can use to purge closed requests after a set amount of time? Thanks, Ryan
Change to query
I would like to see if a change could be made to the below query to be able to select which business unit the report is to be produced for (we currently have four different business units). It would to also show the date stamp of the notes if possible. SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Support Rep",wo.TITLE "Subject",note.notestext "Notes" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser
Copy/Paste images from Confluence do not arrive via email
While it appears that when I copy/paste content from our Confluence system, and images appear within SupportCentre, the images do no arrive via email. I just get placeholders. Any thoughts?
How can I copy all contacts to another BU?
Hi Team Have you got a script to run so I can copy all 3000 contacts across to another BU. Also AD import doesn't run successfully in any BU. It stops fetching contacts after 1004 count. Regards Nik
Free Seminar Series - End Point Management
Join us for our free seminars in the Bay Area, Los Angeles, and Dallas this July! These seminars will focus on enterprise mobility and endpoint management and help you learn how to adapt to a dynamic, mobile workforce and increase productivity with the latest mobile, server, and desktop management trends and techniques. We'll also talk about integrating with ServiceDesk Plus, patch management, OS and software deployment, asset management, remote control, and more (and have plenty of food and drinks
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