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
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.
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