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
Can I modify something to allow overlap of contacts to single account
Hi, I'm using the 'Contracts' section for something other than probably what it is intended for - basically to set up accounts with supply of services of an online software package for a determined period of time - I'm using the Contracts section as it allows me to input dates and send a reminder email a preset date prior to it expiring, otherwise we're using an Excel spreadsheet.....not good... The problem I'm facing however is if the client has more than 1 lot of software that fall within the same
How to use a UDF date field in a business rule
We have an "on hold until" field on cases. Reps can use this to place a case on hold until a certain date if the customer agrees. I'd like to implement a business rule to change the status of the case back to "Open" when the "on hold until" date is reached. How can I do this? The "on hold until" UDF doesn't appear in the list of criteria. Thanks Chris
SupportCenter Plus is not working in Internet Explorer 11 and Firefox browsers
Hi, web portal for SupportCenter Plus is not working in browser Internet Explorer 11 and Firefox. the message in Internet Explorer if "This page can’t be displayed" and the message in Firefox is: An error occurred during a connection to supportcenter.kibs.mk. SSL received a weak ephemeral Diffie-Hellman key in Server Key Exchange handshake message. Error code: SSL_ERROR_WEAK_SERVER_EPHEMERAL_DH_KEY Version of the SCP is 8.0 build 8002 installed on Windows Server 2008 R2.
Error
Dear support team When I start service SCP there is notification below, can you help me
Scheduler
Hi, We would like to see more functionality in the Scheduler, currently it can be used to enter the Support Rep availability but we would like to use it as Task Scheduler so it can display the availability, tasks, standby duty, etc. Ideally it should reflect the appointments of all engineers in one display, where one engineer can have multiple appointments or tasks during one day in different time slots. Is it possible to implement such functionality? Thanks,
Upgrade installs successfully but there are a ton of errors
Hi, I upgraded the SCP from version 8.0.0 build number 8002 to build number 8015 and the upgrade process went without errors, the app was started, and the users started using it... But after a while we noticed a lot of failures, namely we couldn’t add new requests, but we could reply to the old ones; couldn’t merge tickets, couldn't assign tickets (most of the time)… After a few e-mails & exchanging logs you suggested that we should arrange a remote session with you, and I proposed a time, but
Set all Solutions to Private
Hi We have over 800 solutions and want to, after many years, share the solutions database over the portal. There are many solutions that refer to customers and solution ID's that have been used internally and need tweaking to be made more "customer focused" Is there any way to add an option in the drop down so I can select them all and make all items Private and we can change them as we work through them please? If not, is there any way of changing them all using an update statement please? Many
Translate accounts, sub accounts and contacts between business Unit
Dear sir, We have en our SCP 8015, several Bussines Unit, in the BU by default we have configured several accounts, subaccounts and contacts... is possible share this information with the others BU ? Best regards. Mb
Rules for Tickets created on the User Portal
Hi. How can I create rules for tickets comming from the portal? I need to add groups and reps to tickets that are created by the users via the Portal. Thansk Bruno
In SCP->Report->New Query Report.
In the SDP we have under this option, the structure of tables and relationships. But in the SCP i can't find this option... where is? or maybe you have a document with this information? Best regards / mb
Stop the normal ticket creation notification for a certain ticket
Hi, We have created a quick phone call template, the purpose of the template is to log a phone call, but on a creation of the ticket, it will also be closed at the point of creation. I would like to see how I can stop the ticket creation email notification and just have the close out notification (have a business rule that is the mode is "Phone Call" then send out a notification to the contact) Also is there a way that I can assign the Quick phone call template to the "log a call" feature? Cheers
Reps like contacts are incompatible?
It gives me the impression that a technician can not be at the same time a contact name of an account, I see that randomly, certain technicians are deconfigured in the apartment of technicians, and I think that is when these technicians, are enabled as contacts ... possible? Best Regards mb
Preventing users from removing a contacts email address on the request
I have been running into an issue where my contacts were randomly being duplicated and the original contact would no longer have an email address. I was able to track down the source of this issue being that when a request is being entered/edited if a user removes the contacts email it permanently edits the contact record. The issue here is that i need the users to have this edit permission but i need to prevent them from removing the emails when the request is being modified. Is there any way that
About Wrapper.conf and data archiving
Hello. I'm "noob" in SCP. I got server with configured SCP, but many times per day SCP web service goes down. So have started search why. And have some question for supporting community. Server configuration: Windows Server 2008 R2 x64 4CPU and 6Gb ram 1. How to know which wrapper.conf is in use for web service. 1.1 "C:\ManageEngine\SupportCenter\bin\wrapper.conf" - there only one line: "wrapper.debug=true" very stange. in same folder i can found log file named "wrapper.log" there i found.
SupportCenter Plus - Vietnamese verion for Web and Mobile
Time display on tasks
Hello, I have configured Date and Time Format in Preferences as below: However when I create a new task it displays AM/PM format instead of 24h format: Is it possible to adjust this to reflect the configured Time/Date settings from User Preferences?
List view not updating when last reply is deleted
The list view in the Request page isn't updated when the last reply was deleted, I would like it to change to the proper status to reflect the last action in the system. For example: Customer replies to an existing request, this changes the icon in the list view to the red envelope. When for example the last reply from a customer was an empty e-mail and I delete the message, the actual last reply was from a support rep, thus the icon should change to the green envelope, instead it shows the red envelope.
Portal Settings - Adding to Report Tab
Sorry for all the questions here, I'm looking through the help before I post! Within the Reports tab on a Customer Portal it says no reports available. Is there any way that I can get a custom report that would show all calls and their status for the particular account that the user is associated with, as long as the Contact is set to "Contact can view :- All requests from their Account (Primary Account)" Within our calls there is a lot of "technical blabber" between us and the development team
Notify when request overdue
Hi support team I want to set up notification to support Rep when a request assigned is overdued. But in notificaton rules => Support Rep Notifications I can't find this, can you help me Thanks
Business Unit Selection in Submit a Ticket Portal
Me again! I have two business units but I only want one to be available in the Submit a Ticket section of the Portal. Only one drops down, which is what I want but is there any way to stop it prompting if there is only one to choose from? cheers Rich
Visibility of some fields not showing up in template
Hi, I am trying to add additional fields to templates and I am noticing that not all fields are showing up in the "Field Visibility" section. Why would this be and how can I fix it without completely creating a new template? Regards Cathy
Is there a Mobile URL for the Customer Portal Page please?
Is there a Mobile URL for the portal? https:\\mymachine:port\portal\customer ta! Rich
Solutions not coming through into Portal when marked as "Make Available in Portal"
Hi all, I am looking to do some testing on the portal, primarily making solutions available without the users having to log in. I have been working with this on a test environment on 8015. When I set the Solution to "Show In Customer Portal" it doesn't ?? I can see all the Topics in the Portal but any solution I have made available to the portal, even if I create a new one from scratch, they don't show, Any ideas please? Cheers Rich
Business Rules - Hours Since Last Update From Customer - is this possible?
Hellloooo allll, I've been quiet, lucky you! Hopefully this is an easy one for you. I am looking to try and set up a Business rule with the "Execute the rule" section showing "Hours since last update" I can see in the description for this function is "Hours since last updated - Select this option to apply the rule after number of working hours since the request is last updated. You have the option to specify the number of hours after which the rule has to be executed." If the status of a call has
Mail Support - OWA / Office365
Good Morning, We are considering a move to Office365 to host our email. It appears that Support Center Plus only support IMAP / POP3. It is our understanding that O365 does not support either of these. Can you confirm if/when SC+ will support OWA or other mail services? Thanks!
SCP : Assign group from main detailed request
Dear sir, It is not possible assign group in the list main requests...only if i enter inside the request we can change this... it is possible in a future? Thks
Requests against sub accounts
Good morning, I have a question regarding the use of Sub Accounts, we have customers that have multiple sites against which Requests can be made and subsequently have contacts that are centralised at the main site but will need to log Requests against the sub accounts. How can a contact specify the sub-account against which the request is relevant too, in the portal I can see no way of assigning the Sub-account and I don't want this to have to be a manual change process by a Technician?
New viiewa in the customer portal
I like to add an extra view (filter) in the customer portal, any ideas how to do that. regards / Mikael
SCP : Business rules to report?
Dear sir, Can we report all business rules in SCP? best regards
Overlapping Contract for same product to an Account is not Allowed
Hi! I'm running Support Center Plus 8.0.0 Build Number 8015. In contracts module I want to add 2nd contract to the account, but I get message Overlapping Contract for same product to an Account is not Allowed, although I'm using different products. I have several accounts with more then 1 contract and this really irritates me. Thanks in advance //Marjan
Not able to send internal emails from with in SupportCentre
Hi, We have never been able to send internal emails from within our SupportCentre e.g. Business Unit email address is fleet.management@............. If I try and send an email from within a ticket to fleet.management@..... with the reference # of the ticket I would like it to go into e.g. Request ID ##69861## 948WEF - Payout figure & Cancellation The email will send from the outgoing ticket, but it never turns up in the ticket that the request ID # We do have a rule in the attached location, but
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