Script to satisfy first response SLA in SCP 11
As of now only for the following scenarios, First response can be marked in the SupportCenter application:
* Notes addition
* Worklog addition
* Technicians manual response
Apart
from this if you want to mark any other actions in the application as
First Response, we can use a script that automatically adds notes based
on a condition to the request.
Prerequisite:
1.
We are using the python script to add notes, the SCP server should
have python configured. You can follow the instructions here.
2. Under Admin >> Self Service Portal >> Enable First response by default for, check Notes
Steps:
1) Download the attached zip file and extract the contents in the path SupportCenterPlus\integration\custom_scripts.
2) Edit the configuration.json and update the URL and Technician Key.
3) Configure a Custom Trigger like shown below. Here, the status change is used to mark the first response.
I have configured the trigger in such a way that if a support rep is assigned to a request, then that time will
be marked as first response in the application, and the same will be
marked in the application as Responded Date like shown below,
If you want the user/contact to be notified of the update, then enable
the below notification in Notification Rules under Contact
notifications.
New to ADSelfService Plus?
Related Articles
Query report for Time Spent for First response in Version 11.0 (Postgres)
SELECT slad.SLANAME AS "Request SLA", wo.WORKORDERID AS "Request ID", longtodate(wo.CREATEDTIME) AS "Created Time", slad.SLANAME AS "Request SLA", longtodate(wo.FR_DUETIME) AS "Request first response due time",round(wo.RESPONSE_TIMESPENT / 60000) AS ...SCP upgrade from 11.0 to 14.0 prerequisites
Before migration to scp version 14 below 2 points has to be done in scp 11027 1. Back up password should not be default i.e SCP123!, it should be updated 2. TLSv1, TLSv1.1 has to be added under the file /home/jre/lib/security/java.security file ( ...Change the default font-size and font-family while sending emails from SCP
Kindly try the following steps below, Access the database and initiate the query below select * from globalconfig where category = 'rta'; It will list out the global config categories and from the list check for the globalconfigid for font -size and ...Round Robin in SCP
Here is the custom trigger plugin for round robin auto assign feature Steps to follow 1. Extract the attached zip 2. Copy the Last_Assigned_Tech.txt and Round_Robin_Assign_Tech.json files to C:\\ManageEngine\\SupportCenter\\integration\\conf folder ...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 ...