Excess license usage shown for support reps in SCP 8.1
1. Go to reports - > New query report, and execute the below query.
select * from aaauser aaau join sduser sdu on aaau.user_id=sdu.userid inner join helpdeskcrew hd on sdu.userid=hd.technicianid inner join aaalogin aaal on hd.technicianid=aaal.user_id where sdu.STATUS='ACTIVE'
This will show the total number of support reps with active login.
2. Based on the above result, if any support rep that doesn't require a login is shown, the same can be edited and the login can be removed or the user shall be deleted.
3. Go to the contact module, and open any contact. In the URL, replace the userid with the support rep's user ID as per step 1's report output.
This will take you to the support rep details page. Edit and remove the login or delete the user based on your requirement.
SCP 11.0 - PPM update
This document is applicable only for the 8.1 to 11.0 upgrades. Please go through this article completely , before proceeding for the upgrade - As this release is a complete redesign of the application, it is mandatory to do the upgrade only in a ...
Query for Support Rep list in DB
Please run this query to find the list of Support Reps available with login in the system select * from aaauser aaau join sduser sdu on aaau.user_id=sdu.userid inner join helpdeskcrew hd on sdu.userid=hd.technicianid inner join aaalogin aaal on ...
Workaround for Contacts tab not visible for support reps (post 11.0 version)
Post 11.0, the contacts tab will not be shown at the top for support reps. As a workaround follow these steps 1. Goto Admin -> ZOHO Creator apps 2. Click on Add Links -> Provide Link Name as Contacts -> URL ...
Database migration from MySQL to Postgres/MSSQL in SCP 8.1
We no longer support the use of MYSQL as database in SupportCenter Plus. Hence, we request our users to migrate to Postgres (which is in-built) or Microsoft SQL. Please follow the below steps to carry out the database migration: 1. Shutdown the ...
Notify Support Reps when a new reply is received for Unassigned Requests
Please do follow the below steps to notify support reps when an unassigned request is updated or when a reply is received. 1. Download the configuration.json file, sendMail.py file, requestobj.json file from the below link: ...