(SCP) Support Reps
The update option grayed out while restting the password
Sometimes, the update option will be grayed out while resetting the password. It could be due to the fact that the there is no valid license applied to the default Portal. Once the default portal is associated with the valid license, the update ...
To Non-Mandate the reason for updating a request field
To Non-Mandate the reason for updating a request field, please use the below queries: These queries will have to be executed in the Database: select * from helpdeskdetails where displayname = 'portalname'; update globalconfig set paramvalue=false ...
How to install GlowRoot for performance related issue in SCP 11.0
Kindly follow the steps below, 1.Download the GlowRoot.zip file from this link 2.Extract the folder to the <drive>:\ManageEngine\SupportCenter Plus -directory 3.Edit run.bat file present in the SupportCenterPlus/bin folder and add the highlighted ...
Script to 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: ...
Increase serverout log creation count to avoid log overwrite
The logs get over-written depending upon the app usage. If you want to increase the number of files created for serverout logs, you may edit the logging.xml file (ManageEngine\SupportCenter\server\default\conf) and make the change like explained ...
Outgoing email failure using O365 with error "Exception:SendAsDeniedException."
Outgoing email fails with an error when using Office 365 mail server. Error found in the logs "Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message. ...
Disable Conversation from indexing
The below query can be used to disable the conversation from being indexed: update globalconfig set paramvalue = 'false' where category = 'ConversationIndex' AND parameter = 'Enabled';
To change Solutions tab title to knowledge base
C:\SupportCenter\server\default\lib\classes\resources\ApplicationResources_en_US.properties Copy above file and put it under C:\ManageEngine\SupportCenter\custom\i18n. Change the key ' sdp.header.solutions=solutions' to ...
Database will not start when mysql database is used with SCP
Check with the wrapper.conf and check the database type specified and change it from pgsql to mysql. i.e look for the line wrapper.java.additional.12=-Ddb.home=../pgsql and change it as wrapper.java.additional.12=-Ddb.home=../mysql.
To change the Header and Header tabs background color
1.To change the background Color the Header and tabs please go to --> /Users/sriram-2283/ManageEngine/ME/SupportCenter/applications/extracted/AdventNetSupportCenter.eear/AdventNetServiceDeskWC.ear/AdventNetServiceDesk.war/style Now edit the file --> ...
To Modify the login screen or add a link
To add the link to your login screen/Modify the login screen perform the following steps. For the login screen : 1. Save the page served under http://[servername-or-ipaddress:port-number/] as index.html. Copy this file onto ...
Changing the RequestID to start from a particular number
To change the RequestID to an number of you choice follow steps below. 1. Connect to SupportCenterPluss MySql database eg) C:\\SupportCenter\\mysql\\bin>mysql.exe -u root -P 33356 supportcenter 2. Insert a dummy request with requestid and ...
To find the 32/64 bit version of SCP
To find the 32/64 bit version of SCP. In Windows: Go to ManageEngine\\Supportcenter\\jre\\bin and execute java.exe -version command. For Linux: Go to ManageEngine/Supportcenter/jre/bin and execute ./java -version command.
No DB bundled with the application error in the logs while starting from windows services
When not able to start the application from the windows services and it runs in the CMD fine without any issues. After checking the logs you will find the error trace as "NO DB BUNDLED WITH THE APPLICATION". If the database is MSSQL please follow the ...
Stop loading Webclient on application startup process
Comment the configuration to invoke web browser once the service is started. Edit the SupportCenter\\server\\default\\conf\\TrayIconInfo.xml file, and comment the following entry. We have three different PROCESS blocks in the TrayIconInfo.xml file, ...
HTTP to HTTPS redirection
Customer should be running the application in https with 443 port. > ChangeWebServerport.bat 443 https Once the ports are updated, Follow the steps given below to setup the redirection from HTTP to HTTPS, Go to the folder ...
To rebrand the SupportCenter name
To rebrand the SupportCenter name to a desired one. Navigate to C:\\ManageEngine\\SupportCenter\\server\\default\\conf and edit the file named rebrandInfo.xml and rename to your company name.
Assessment reports
Datebase: MSSQL Status wise: select wo.workorderid, sd.statusname,convert(varchar(5),(sum(wsi.timespent))/60)+':'+convert(varchar(5),((sum(wsi.timespent))%60))'timespent' from workorder wo join wo_assessment wa on wo.workorderid=wa.workorderid join ...
Unable to index (Documentindexingtaskschedule running behind server time)
Please follow the steps below to solve this issue. Go to Support link --> SupportCenter Plus application status section --> Scheduled Activities If the Next scheduled time is greater than the current server time, please restart the application. ...
To connect Postgres database from remote PC using PgAdmin tool
Please follow the below steps to connect Postgres database from remote PC using PgAdmin tool. Stop the server and perform the steps. 1. Go to the location C:\\ManageEngine\\SupportCenter\\pgsql\\data, edit the file postgresql.conf and make the below ...
To change the fav icon
To change the fav icon C:\\AdventNet\\ME\\SupportCenter\\applications\\extracted\\AdventNetSupportCenter.eear\\AdventNetServiceDeskWC.ear\\AdventNetServiceDesk.war\\images Please replace the favicon.ico with your icon.The size should be 16X16
To change Browser title information
Default Entry <GlobalConfig category="RequestViewPage" parameter="DocumentTitle" paramvalue="REQUEST_TITLE"/> For Getting Request ID alone <GlobalConfig category="RequestViewPage" parameter="DocumentTitle" paramvalue="REQUEST_ID"/> For Getting ...
