SupportCenter Vs. ServiceDesk
I am looking at purchasing either SupportCenter or ServiceDesk and I have a couple questions. 1. It looks like ServiceDesk is the same application just with additional features as SupportCenter is this correct? 2. If this is the case, why are they both priced the same? 3. Is it possible to purchase a 2 technician version of SupportCenter as is available for ServiceDesk? 4. Are both products going to receive continued development from AdvantNet or is one going to replace the other? 5. I am looking
Setup view to show request that a Support rep is Following
Hi, Is there a view that you can setup to track tickets that you are following? Regards Cathy
Manage Engine SupportCenter Plus - Slowness and takes ages to load the request screen
Dear All, We are facing a serious issue with SupporCenter Plus since we've been using it and the application hangs now and then also takes ages to load/ refresh the request screen. We are using verison 7.9.0 with build 7905 on MySQL We got about 10+ technicians working and average of 90-100 Tickets per day. I am wondering whether it's due to the heavy load? If any one have suggestions / face simlar problem please advise to us. Thanks,
Facebook Messenger integration with SupportCenter
Hello Is there any way to integrate Facebook Messenger with SupportCenter? I mean, if someone writes message in Facebook Messenger, create ticket in SupportCenter
Custom Templates for Task and Add Software.
Custom Template - I want to create custom task templates for various groups within IT. These will be blank templates with custom data fields as per group function. I did not see the option to create such blank free form templates. How can I get this to work? Any help is appreciated. Add Software - We need to add more field in the manual add software template, for example - Current Version Available Current Version in use Vendor Application Licensing Model Support Contact Details. Thank you
Add "Expiry" column in Active Contracts page?
Hi, Pretty sure I already know the answer but worth a try anyway - within the Contracts page - is there any possible way to add a new Column that can show the expiry dates of the Contracts so they can be easily viewed from the Active Contracts page?
Error installing ManageEngine SupportCenter Plus
Hello Guys, Please, I am having this issue when installing ManageEngine SupportCenter Plus on linux. I need your assistance resolving this issue.
After the upgrade to version 8.1
After the upgrade to version 8.1, the E-Mail Command Settings function stopped working. When you try to pick up a letter from a mailbox with the specified E-Mail Subject Contains * MAIL_FETCHING is stoppeded. Log Message Error when processing mail Cause Error processing email with subjectOfMail: ## 18404 ## @ c @ and messageid
How to get elapsed time for each support representative's task?
Dear All, a new ticket created and handled by Support Representative 1 (SR1) at 08:00 .. and then he assigned task to SR2 at 08:15 and SR2 finished his task then assigned task to SR3 at 09:00 .. then SR3 finished and closed the ticket at 10:30 .. for reporting purpose, how to get get elapsed time for each Support Representative? please help Thanks & Regards
Setting user automatically
Hi, I'm having several questions: 1. Is it possible to costumize the Home - Dashboard - My view? 2. I'm looking for a way of, when creating a new request, to set to my user automatically..How can this be done?? EC
Attachments within emails - when clicked on - not jumping to attachments
Hi, Since the 8.1 upgrade I've noticed that when you click on an 'Attachments' link within an email in a ticket it no longer jumps down the page to where the actual attachment resides. I've tried in both IE & Firefox - to add, in Firefox if the email content is large (horizontal wise) it doesn't squeeze it within the window instead now you have to use the scroll bar to the side to see the 'Attachment' link - which now doesn't work - appears to work okay in Firefox but not in IE (have to scroll to
Unable to change contact on an existing ticket
We were running an older version (6008) and upgraded to the latest 7007. We are now unable to change the contact on an existing ticket. How do we now change a contact on an existing ticket?
Open in new tab (Ctrl+Click)
We recently updated from Support Center Plus 8009 to 8015 and noticed that we can no longer ctrl+click on a request ticket to open in a new tab. Several other tabs still work and open in a new tab, but many of the ticket related links do not. Tried with IE11, and Firefox 53.0.3 (32-bit). Other users have tried with Chrome and report the same. Is this by design or is it a bug?
If $ RequestLink is set in the URL when creating a new reply template, it will be changed to the URL of "http: // $ requestLink" without permission.
Hi, We want to use $RequestLink when creating a new reply template, but if you set the hyperlink for $RequestLink, it becomes as follows. 1. Place the variable $RequestLink in the template. 2. Set the hyperlink as follows for the $RequestLink you placed in step 1. 3. If you try to edit a hyperlink for the $RequestLink you set in step 2, it will be changed to the URL "http://$requestLink/" as shown below. When such an event occurs, when you actually receive a mail, it becomes a link such as "http://https://
I want to operate multiple mail addresses with one contact ID
Hi, I want to operate multiple e-mail addresses with one contact's ID, is it possible? Best Regards,
Emails containing high importance flag
Hi Support, I was wondering if it would be possible to have an option within Business Rules to pickup the Importance flag within an email header and move to a group/level according the rest of the rule. The problem we are having is that if an email comes in with a status set with an importance of high this produces a red ! next to the message within your email client, such as Outlook. Obviously because SupportCenter is picking up these messages the importance flag isn't getting translated into the
The link is not created correctly when setting solution approval request template in the solution of notification rule.
Hi, Place the solution link in the template, link the URL and save it. When saving, it is as follows. Text: &Solutionlink URL: &Solutionlink Upon actually issuing an e-mail of approval request, the URL is rewritten as follows. Original URL: http://IP:PORT/ ~ Create URL: http://http//IP:PORT / ~ Is there a way to fix this? Best Regards,
If the attached file name is Japanese, it can not be downloaded normally.
Hi, If you download a file attached with a Japanese name using firefox, the file name will be encoded. If it is encoded, if the file name gets longer, it will not be able to even download. In IE, Chrome, it can be acquired with Japanese name properly. Please tell me how to deal with it. Best Regards,
Overall slow performance after upgrading the 8.1
Overall the loading of solutions and our request views is significantly slower than it was prior to upgrading. We are using a SQL database and all indexing there has been rebuilt, however, i am not sure how to speed up the loading in the application. It did look like the modifications that had been previously made to the wrapper.conf files was overwritten so i have made the changes that i could remember. wrapper.java.additional.17=-XX:PermSize=64m wrapper.java.additional.18=-XX:MaxPermSize=256m However,
random box after 8.1 upgrade
It seems that our Requests tab now has a random box above the column headers Is there any way to make that not appear?
Distribution List
Good morning, I have seen in previous posts that the option for creating distribution lists had already been discussed, I even saw a reference to an upgrade request with Id-14520, but I have not seen anything else. Do you know if the option exists? Best Regards
SupportCenterPlus 8.1 Released
Dear Users, We are glad to announce the new version of SupportCenter Plus - 8.1 release today. Customers can download the hot-fix from the below link https://www.manageengine.com/products/support-center/service-packs.html The list of new features and issues fixed is available in the below read me link. https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8100 Regards, Siddik
Bulk deleting some conversations
Due to an email misconfiguration after some support reps left, several support requests in our installation have thousands of conversations with identical content. Tracing what SC+ does when I delete a conversation, it appears to just do a DELETE FROM Conversation WHERE (Conversation.CONVERSATIONID = <...>) Given that I can easily identify the affected requests and the conversations, am I safe to simply batch delete using a series of DELETE FROM commands against the SC+ database, or is there anything
during the installation
Hi, during the installation I've a error "Unable to install as a service". Can you say why and how can I do to finalize the installation. KInd regard Gilles
Custom reports
Hello, we reinstalled support center +, we were able to restore all the data, but all our custom reports disappeared. Where let's can get back them on older installation, which folder ? Thank for your answer, Kind regards GIlles
Creating a helpdesk timeline
I grew up watching this popular show, CSI: Crime Scene Investigation. I was fascinated by the entire process of solving a crime, from the time detectives first arrive on the scene of the crime, to identifying the criminal. One of the first things that detectives do in order to solve a case is, establish a timeline. A timeline of events that lead up to the crime. Establishing a timeline is so important because it helps them identify possible suspects and reasons that culminated to the crime. A timeline
Support for the configuration of Twitter, in the application SupportCenter
Enter the Twitter Account Details. How should requests to collect them from twitter should work
Date Field when using it in a canned response
Hi, I would like to look if there is a way we can change the format of the date when it is shown in a canned response from a form field. Currently the date is shown as May 10, 2017 04:06 PM I would like to see if the time can be removed. Regards Cathy
Canned responses and signatures
Each time we use a canned response the signature goes from the top of the mail to the bottom of the conversation. Let me show you: -When you don't use canned responses it automaticaly works this way: 1- Your reply 2- Your Signature 3-Mail you are responding to. -When you use canned responses it automaticaly works this way: 1-Canned Response 2-Mail you are responding to. 3-Your Signature Is there any way to keep it where it stands when you simply reply to the request? Thanks,
Is it possible to make Sub-category or Item to (Main)Category or Sub-Category ?
Dear Sir, Is these possible? Sub-category to (Main;First)Category or Item to Sub-Category (* of course, there were requests that use those category, sub-category, and items) If it is possible please let me know how to make it. Thanks always. Regards. kcsong.
How can I clear out deleted Support Reps?
I have deleted multiple support reps but when I try to create them again it says the log in name still exists but I cannot see them on the Support Rep list. How can I clear out these log in names?
Conversation query report
Hi a little while ago I posted a requested around a report to capture conversation counts per month for Support Reps a query was provided, but I can not drill down monthly. Below is what I am after: I have a need need for a query to be produced that showed the number of conversation (in & out) that a support report has done during a month period. I current have a query that shows the below and the attached spreadsheet, but I am not able to break it down into months. The query is based on ticket created
New 8.1 Themes
How do you change the Header themes for the Support Rep portal? Thanks TomS
Resizing fails following upgrade to 8014
Hi, We've recently upgraded to 8014, following which I've found that the site's pages no longer resize with the browser, unless I force a refresh via F5. This has previously been the case for the Requests tab (which has always been annoying, especially when you have filtered results which are lost when you refresh the page) but following 8014 it is also doing the same for incidents: i.e. https://<SiteURL>/WorkOrder.do?woMode=viewWO&woID=<IncidentID> I've tested this on Windows 10 using
How to stop a notification being sent again when a ticket is updated
Hi, I have a business rule setup to send a notification to the requester when a fields is selected to advise them of the status of an application. The issue I am having is that when the support rep goes into the ticket and updates another field (while leaving the field that is driving the business rule the same), it send the notification again. Is there a way of being able to leave this filed the same and update other fields without the notification being sent again. Thanks I have attached the business
Mark a ticket as Confidential and have limited access to the ticket
Hi, A question has been asked around marking a ticket as "confidential" and allowing limited access to the ticket. Is this possible? can you password a ticket? Regards Cathy
In a Reply from request the SCP put automatically the original "To" located in the request...
When a request is created by email, the original receiver of this email, is located under the tag "To" in te request, it's OK... but... When we send a reply, this value of 'To' is appened in the "Cc" of the new reply... we dont understand why... actually we need delete this value in Cc tag. Is possible deactive this? Best Regards.
Making a selected ticket confidential for some suppport reps
Hi, We have all our support reps open to see all tickets but on an occasion we may get some of a very sensitive nature so will only need support reps on a manager role to have access to them. Is there a way to make selected tickets confidential so they can only be seen by a selected role or group? Thanks
The attachments link doesn't scroll to the attachments
Recently (maybe in build 8014, but I'm no entirely sure), the attachments link in a conversation* stopped scrolling to the attachments. When it's clicked, the browser scrolls down, but not to the attachment. You may require a long-ish conversation to see this problem. (* If the original request/request description contains an attachment, the scrolling works). The attachments link is e.g. <a title="Scroll to Attachments" onclick="javascript:$viewWO.go2IDLink('thdAttachments_666063_reply');" class="bluetxt
User guide in other languages than English
Exist? my interest in focused in Spanish... and Portuguese Thk
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