ManageEngine SupportCenter Plus - Admin Guide

Table of Contents

INTRODUCTION ...................................................................................................... 11
GETTING STARTED ............................................................................................... 13
SupportCenter Plus Users ................................................................................................................. 14
Importing Support Reps from Active Directory .................................................................................. 16
Importing Accounts & Contacts ......................................................................................................... 18
Mail Server Settings & Mail Configuration ......................................................................................... 20

Configuring Business Units ............................................................................................................... 22

All Business Units .............................................................................................................................. 27

Custom Views ................................................................................................................................ 34

Search Requests ........................................................................................................................... 39

Customer Portal Settings................................................................................................................... 42

HOME PAGE ........................................................................................................... 45

License Expiry Alert ........................................................................................................................... 48
Dashboard ......................................................................................................................................... 49

Log a Call........................................................................................................................................... 52
My Tasks ........................................................................................................................................... 54

Publishing Announcements ............................................................................................................... 57

Notifications ....................................................................................................................................... 60

Reminders ......................................................................................................................................... 62
Preferences ....................................................................................................................................... 66

Personalize .................................................................................................................................... 66
Change Password.......................................................................................................................... 68
Organize Tabs ............................................................................................................................... 68

Feedback ........................................................................................................................................... 71

REQUESTS ............................................................................................................. 72
Request List View .............................................................................................................................. 76
Requests based on Filters ................................................................................................................. 80

Custom Views .................................................................................................................................... 82

Customizing Requests List View ....................................................................................................... 87

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Search Requests ............................................................................................................................... 88

Creating New Requests..................................................................................................................... 92

Auto CC Recipient ............................................................................................................................. 96

Editing Requests ............................................................................................................................... 98

Deleting Requests ........................................................................................................................... 100

Trashing Requests .......................................................................................................................... 101

Closing Requests ............................................................................................................................ 103

Merging Requests ........................................................................................................................... 105

Assigning Requests to Support Rep ............................................................................................... 108

Archiving Requests .......................................................................................................................... 111

Request Details Page ...................................................................................................................... 115

Request Conversations ................................................................................................................... 124

Start/Stop Request Timer ................................................................................................................ 128

Adding Notes ................................................................................................................................... 130

Adding Attachments ........................................................................................................................ 131

Adding Tags .................................................................................................................................... 132

Adding Reminders ........................................................................................................................... 133

Move Request across Business Units ............................................................................................. 134
Duplicate Requests ......................................................................................................................... 138

Link Requests .................................................................................................................................. 139

Printing Requests ............................................................................................................................ 144

Mark as First Response................................................................................................................... 145

Canned Responses ......................................................................................................................... 146

Add New Canned Response ....................................................................................................... 146

Editing Canned Response ........................................................................................................... 147

Deleting Canned Response ......................................................................................................... 148

Replying via Canned Response .................................................................................................. 148
Adding Resolution ........................................................................................................................... 149

Search Solutions ............................................................................................................................. 151

Submit For Approval ........................................................................................................................ 152

View Contact Details ....................................................................................................................... 154
View Requests by Contact .............................................................................................................. 155

Replying to the Contact ................................................................................................................... 156

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Forwarding Requests to Support Reps ........................................................................................... 159

E-mail the Support Rep ................................................................................................................... 162

SMS the Support Rep...................................................................................................................... 164

Importing Requests from XLS file .................................................................................................... 165

SOLUTIONS .......................................................................................................... 171

Solution List View ............................................................................................................................ 172
Solutions based on filters ................................................................................................................ 175

Custom Views .................................................................................................................................. 176

Customizing Solutions List View ..................................................................................................... 180

Search Solutions ............................................................................................................................. 181

Adding New Solution ....................................................................................................................... 183

Solution Details Page ...................................................................................................................... 185

Rating and Comments ..................................................................................................................... 188

Editing Solutions .............................................................................................................................. 191

Deleting Solutions ............................................................................................................................ 191

Forwarding Solution ......................................................................................................................... 193

Submit for Approval ......................................................................................................................... 194

Approve/Reject Solution .................................................................................................................. 196
Managing Topics ............................................................................................................................. 197

Move Solution Topics across Business Units.................................................................................. 200

Browsing Solutions by Topic ........................................................................................................... 202

Topics Template .............................................................................................................................. 203

Expired Solutions ............................................................................................................................. 205

Importing Solutions from XLS file .................................................................................................... 206

CONTRACTS ......................................................................................................... 211

Contracts List View .......................................................................................................................... 214

Contracts based on filters ................................................................................................................ 216

Custom Views .................................................................................................................................. 217

Customizing Contracts List View ..................................................................................................... 221

Search Contracts ............................................................................................................................. 222

Creating New Contract .................................................................................................................... 224
Contract Details Page...................................................................................................................... 227

Editing and Deleting Contracts ........................................................................................................ 230

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Renewing Contract .......................................................................................................................... 231

Printing Contracts ............................................................................................................................ 233

PRODUCTS ........................................................................................................... 234

Products List View ........................................................................................................................... 235
Adding New Product ........................................................................................................................ 237

Editing and Deleting Products ......................................................................................................... 239

Marking a Product as Inactive ......................................................................................................... 240

Importing Products from CSV file .................................................................................................... 242

ACCOUNTS ........................................................................................................... 243

Accounts List View .......................................................................................................................... 244
Accounts based on Filters ............................................................................................................... 247

Custom Views .................................................................................................................................. 248

Customizing Accounts List View ..................................................................................................... 252

Searching Accounts ......................................................................................................................... 254

Adding New Account ....................................................................................................................... 256

Account Details Page ...................................................................................................................... 258

Editing and Deleting Account .......................................................................................................... 266

Copy Accounts to Business Units ................................................................................................... 268
Marking an Account as Inactive ...................................................................................................... 269

Assigning Topic Template to Account ............................................................................................. 271

Importing Sales details from CSV file .............................................................................................. 274

Importing Accounts & Contacts from CSV file ................................................................................. 275

CONTACTS ........................................................................................................... 276

Contacts List View ........................................................................................................................... 277
Contacts based on Filters ................................................................................................................ 279

Custom Views .................................................................................................................................. 280

Customizing Contacts List View ...................................................................................................... 284

Search Contacts .............................................................................................................................. 286

Adding New Contact ........................................................................................................................ 288

Contact Details Page ....................................................................................................................... 290

Editing and Deleting Contacts ......................................................................................................... 293
Reconcile Contacts .......................................................................................................................... 295

Associate Accounts with Contacts .................................................................................................. 296

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Unapproved Contacts ...................................................................................................................... 297

Registered Contacts ........................................................................................................................ 298

Copy Contacts to Business Units .................................................................................................... 299

ACTIVITIES ........................................................................................................... 300

Activities List View ........................................................................................................................... 301

Viewing Activities based on Filters .................................................................................................. 303

Customizing Activities List View ...................................................................................................... 305

Searching Tasks and Events ........................................................................................................... 306

Adding New Tasks........................................................................................................................... 307

Viewing Tasks ................................................................................................................................. 310

Adding New Events ......................................................................................................................... 312

Viewing Events ................................................................................................................................ 316

TIMESHEETS ........................................................................................................ 319

Viewing Timesheets ........................................................................................................................ 320

Billable, Non-Billable and Billed Timesheets ................................................................................... 323

Exporting Time Entries to QuickBooks ............................................................................................ 325

Deleting Timesheets ........................................................................................................................ 330

CONFIGURATIONS............................................................................................... 331
Main Settings ................................................................................................................................... 333

Mail Server Settings ..................................................................................................................... 334

Mail Configuration ........................................................................................................................ 337

Notification Rules ......................................................................................................................... 338

Business Rules ............................................................................................................................ 341

Service Level Agreements ........................................................................................................... 347

Helpdesk Settings ............................................................................................................................ 350

Helpdesk Customizer ................................................................................................................... 351

Category .................................................................................................................................. 352

Editing and Deleting Category ................................................................................................ 354
Status ...................................................................................................................................... 356
Level ........................................................................................................................................ 358
Mode ....................................................................................................................................... 359
Priority..................................................................................................................................... 360

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Request - Additional Fields ..................................................................................................... 361

Contact Field Permissions ....................................................................................................... 364
Request Closing Rules ............................................................................................................. 365
Request Templates ...................................................................................................................... 366
Scheduled Requests .................................................................................................................... 373

Time Entry Type ........................................................................................................................... 376

Time Entry - Additional Fields ...................................................................................................... 377

E-mail Command ......................................................................................................................... 380

Job Sheet Customizer.................................................................................................................. 383
Solution - Additional Fields .......................................................................................................... 386

Auto Invocation ............................................................................................................................ 388

Menu Invocation........................................................................................................................... 391

Account Settings .............................................................................................................................. 393

Industry ........................................................................................................................................ 394

Product Types .............................................................................................................................. 395

Product - Additional Fields ........................................................................................................... 396

Account - Additional Fields .......................................................................................................... 399

Sales - Additional Fields .............................................................................................................. 402

Schedule CSV Import .................................................................................................................. 405

Customer Portal Settings ............................................................................................................. 407

Contract Settings ............................................................................................................................. 414

Support Services .......................................................................................................................... 415

Rate Types ................................................................................................................................... 416

Support Plan ................................................................................................................................ 417

Operational Hours ........................................................................................................................ 419

Holidays ....................................................................................................................................... 421

User and Related Settings............................................................................................................... 422

Roles ............................................................................................................................................ 423

Contact - Additional Fields ........................................................................................................... 426

Support Rep - Additional Fields ................................................................................................... 429

Support Reps ............................................................................................................................... 432

Account Managers ....................................................................................................................... 437
Groups ......................................................................................................................................... 438

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Windows Domains ....................................................................................................................... 440

Configuring Active Directory Authentication ................................................................................ 442

User Survey Settings ....................................................................................................................... 444

Survey Settings ............................................................................................................................ 445

Defining a Survey......................................................................................................................... 447

Sending a Survey......................................................................................................................... 450

Survey Preview ............................................................................................................................ 453

Viewing Survey Results ............................................................................................................... 454

Deleting Survey Results............................................................................................................... 457

Organization Settings ...................................................................................................................... 458

Organization Details..................................................................................................................... 459

Settings ........................................................................................................................................ 460

System Notification Settings ........................................................................................................ 466

Data Archiving .............................................................................................................................. 468

Backup Scheduling ...................................................................................................................... 469

Integration & Add-ons ...................................................................................................................... 470

Twitter Integration ........................................................................................................................ 471

Computer Telephony Integration (CTI) ........................................................................................ 475

Telephony Server Settings ...................................................................................................... 475

Click to Dial.............................................................................................................................. 477
Screen Pops ............................................................................................................................. 477
Remote Assistance ...................................................................................................................... 479

Remote Assistance Setup ........................................................................................................ 480

Inviting Contacts from Request Details page .......................................................................... 481
Zoho CRM Settings...................................................................................................................... 483

Custom Schedules ....................................................................................................................... 485

REPORTS .............................................................................................................. 487

Pre-defined Reports ........................................................................................................................ 488

Custom Reports ............................................................................................................................... 491

Viewing Reports .............................................................................................................................. 495

Query Reports ................................................................................................................................. 498

Scheduled Reports .......................................................................................................................... 499

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Report Settings ................................................................................................................................ 500

Exporting Report as PDF................................................................................................................. 501

DASHBOARDS ..................................................................................................... 502

Adding Widgets to Dashboard ......................................................................................................... 505
Viewing Dashboards ........................................................................................................................ 510

MOBILE CLIENT ................................................................................................... 514

IPHONE APP ......................................................................................................... 532
MS-OUTLOOK INTEGRATION WITH SUPPORTCENTER PLUS ....................... 554
INTEGRATIONS .................................................................................................... 560
External Action Plug-in .................................................................................................................... 561
JIRA Integration ............................................................................................................................... 570

ServiceDesk Plus Integration .......................................................................................................... 581

API ......................................................................................................................... 587

API Settings in SupportCenter Plus ................................................................................................ 589

General Operations ......................................................................................................................... 591

Logging On to the Application ...................................................................................................... 592

View Business Unit List................................................................................................................ 594

Change Business Unit ................................................................................................................. 597

View Recent Items ....................................................................................................................... 599

Request Related Operations ........................................................................................................... 602

Add Request ................................................................................................................................ 603

View/Read Request ..................................................................................................................... 607

View/Read Request Description .................................................................................................. 611

View Request Filters .................................................................................................................... 614

View Request based on Filters .................................................................................................... 616
Update Request ........................................................................................................................... 619

Assign Request ............................................................................................................................ 623

Add Note ...................................................................................................................................... 625

View/Read Notes ......................................................................................................................... 628

Update Note ................................................................................................................................. 630

Delete Note .................................................................................................................................. 632

Add Attachment ........................................................................................................................... 635

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Add Resolution ............................................................................................................................. 641

View Resolution ........................................................................................................................... 643

Update Resolution ....................................................................................................................... 646

Add/Update Resolution and Change the status of a request ...................................................... 648

Add Time Entry ............................................................................................................................ 651

View/Read Time Entry ................................................................................................................. 654

Update Time Entry ....................................................................................................................... 656

Delete Time Entry ........................................................................................................................ 659

Close Request ............................................................................................................................. 662

Delete Request ............................................................................................................................ 664

View Conversation details of a Request ...................................................................................... 666

View full details of Request Conversation ................................................................................... 668

Reply/Forward Requests ............................................................................................................. 671

View Recent Activities on a Request ........................................................................................... 674

View Reply Properties.................................................................................................................. 676

View My Request Summary from a Business Unit ...................................................................... 678

View Request Summary of a Business Unit ................................................................................ 681

View list of Request Fields from a Business Unit ........................................................................ 683
Account/Contact Related Operations .............................................................................................. 690

Adding Account ............................................................................................................................ 690

View/Read Account...................................................................................................................... 694

Adding Contact ............................................................................................................................ 697

View/Read Contact ...................................................................................................................... 700

View/Read Product ...................................................................................................................... 703

Solution Related Operations ........................................................................................................... 706

Add Solution ................................................................................................................................. 707

View/Read Solutions .................................................................................................................... 710
View Solution Filters .................................................................................................................... 713

View Solution based on Filters .................................................................................................... 715

Update Solution ........................................................................................................................... 718

Approve Solution.......................................................................................................................... 721
Reject Solution ............................................................................................................................. 724

Add Attachment ........................................................................................................................... 726

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View/Read Solution Comments ................................................................................................... 731

Delete Solution ............................................................................................................................. 734

Contract Related Operations ........................................................................................................... 737

Add Contract ................................................................................................................................ 737

View/Read Contract ..................................................................................................................... 741

Update Contract ........................................................................................................................... 744

Renew Contract ........................................................................................................................... 748

PERSONALIZE SUPPORTCENTER PLUS .......................................................... 752

APPENDIX ............................................................................................................. 754
Support ............................................................................................................................................ 755
System Log Viewer .......................................................................................................................... 757

Contacting ZOHO Corporation ........................................................................................................ 759

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Introduction

The process of handling service request from the customer to the support rep is manual in many
organizations, which makes them prone to human error, and extremely difficult to manage and
synchronize customer information. Thus often leading to a significant delay in executing the incoming
tickets and tasks.

ManageEngine SupportCenter Plus is one of the most comprehensive Customer Help Desk Software,
which can help any business to effectively support and communicate to their customers.
SupportCenter Plus is a web based customer service and support solution that offers Trouble
Ticketing, Account & Contact Management, SLA Management and Knowledge base all in one
package. It helps you track and resolve customer issues quickly, thereby delivering superior customer
support and taking customer satisfaction to the next level.

The two main focus of ManageEngine SupportCenter Plus are;

• Request Tracking, and

• Customer Account Management

Using the above modules, support reps and administrators can resolve complex issues in no time,
thus reducing end-user frustration arising due to time consuming issue resolving process. In addition,
they can also keep track of the changing needs of the customers and modify their services to suit their
requirements.

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Requests Module

Helpdesk Support Reps receive requests from a variety of sources; email, phone calls, forums, web
portal, from various regions across the globe. The request module functions as the customer support
desk where requests are fetched from the mail server at regular intervals and routed to the respective
Business Units from where necessary solutions are provided by assigning support reps to resolve
issues reported.

Solutions Module

This module serves as a knowledge base for your customer support team as well as your customers.
Customers can search this for solutions for issues and solve it themselves. Also, when support reps
resolve issues, they can directly convert these resolutions as knowledge base articles.

Contracts Module

Contracts are the services offered to an account and their associated products for a specific time
period. These support services are grouped under a Support Plan which determines the due by time
for requests raised for the account/product. Thus based on the associated contracts, any request
raised for the account/product should be resolved based on the support plan and applied due by
time.

Accounts Module

With this module, all your valuable customer information can be maintained and kept up-to-date. The
account information gives you details of their contacts, the products purchased and the kind of
support services that needs to be provided to them. Furthermore, for accounts with branches in
different locations, each branch is added as a sub account of the account. Thus maintaining
information of the branches of an account too.

Contacts Module

The contact information tracking enables you to have a tab on what is the latest progress on the
status of the customer, the type of customer and other such related information. To view the various
contacts and their details, click the Contacts tab in the header pane.
Reports Module

Using reports module you can evaluate and analyze the efficiency and productivity of your support
team, and the load of requests handled by them. A set of predefined reports are generated from the
data available in the application. Apart from the preset reports you can also customize your reports
using Custom Reports option.

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Getting Started

Installed the product and cannot figure out from where to start your configurations? Getting Started
Guide tells you how to go about working on the product after Installation.

The initial features to be configured in SupportCenter Plus application are;

• SupportCenter Plus Users

• Importing Support Reps

• Importing Accounts & Contacts

• Mail Server Settings & Mail Server Configurations

• Configuring Business Units

• Customer Portal Settings

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SupportCenter Plus Users

In SupportCenter Plus there are three kinds of users;

• Administrator: support reps privileged to configure and manage all the settings in the
application.

• Support Reps: who attend to requests, and can create and run custom reports.

• Contacts: who submit service requests into the application.

Note: Contacts can log into the application from the Customer Service Portal.

The user you are logging in as is the main administrator. You will be able to access all the modules
and features in the application.

If you have forgotten your password to log into the application, all you need to do is click on the
Forgot Password link in the login screen.

1. Enter the e-mail address registered in the application.

2. Click Send Request button. An e-mail is sent to the specified address to reset the password.
3. Click on the link specified in the e-mail. The create new password form appears.
4. Enter the New Password in the field provided.
5. Retype the password in the Confirm New Password field.

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6. Click Change. A success message appears along with a link to take you back to the login
screen.
7. Click Back to Login and enter your Username and the new Password to log into the
application.

Note: Please note that the support reps and contacts should possess a registered e-mail
address and a login name. In case of contacts, apart from the two conditions, the contacts
should be associated to an account.

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Importing Support Reps from Active Directory

You can import all your support reps instantly if their details are configured in the Active Directory.
SupportCenter Plus allows you to enable Active Directory authentication to these support reps and
also provide specific roles to execute definite tasks in the application.

You can find Import from Active Directory option under Admin -> Support Reps.

• Domain Name & Domain Controller: Domain name and Domain Controller from which the
support reps need to be imported.

• Login Name & Password: Login Credentials to the domain.

• Select the fields to be imported from the active directory.

On selecting the necessary Organizational Units (OU) and importing the support reps, you need to
enable Active Directory Authentication under Settings in the Admin module.
You can also schedule an Active Directory Import at regular intervals to synchronize the database
information with the active directory. If there are any modifications in the existing support rep
information, the data will be rewritten and updated in the application.

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On enabling AD authentication, the login name and password with its domain is validated in the AD
after which the Support Rep can log into the application.

Alternatively, you can also add support reps manually into the application using the Add New
Support Rep link. [Refer Support Reps to know more on adding support reps manually]

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Importing Accounts & Contacts

Once the support reps are successfully imported into the application, the Accounts and the respective
contact information can be imported either from

• Microsoft Outlook, or

• CSV Import

The Outlook edition can be installed on user's MS Outlook as a plugin, which can be used to
synchronize the contacts between Microsoft Outlook and the SupportCenter Plus. [To know more
refer MS-Outlook Integration with SuportCenter Plus]

Importing Accounts/Contacts from CSV file

Importing Accounts/Contacts from CSV link is found under the Accounts and Contacts module.
SupportCenter Plus also provides Scheduling CSV Import to keep its database in sync with the
customer's database.

The CSV Import consists of three steps;

Step 1: Upload CSV file

1. Click on Browse button to select the CSV file.
2. On locating the CSV file from the file chooser window, click Open.
3. Select the File Encoding from the drop down.
4. Click Next >> button.

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Step 2: Map Columns

From this section you can import both account and contact information at the same time. Thus
establishing the contact-account relationship and also self service login to the contacts in just one
import. For this, every individual contact available in the CSV file should be associated to an account.
1. Map the application contact fields with the field names from the CSV file.
2. Click Next>>. Click Previous << to go back to Step 1.

Step 3: Import

1. Click Import Now button. The account/contact details from the CSV file is imported.
2. Once the import is complete, the data on how many records were added, how many
overwritten, and how many failed to import is displayed in the pop-up.
3. If at any point you wish to stop importing from the CSV file, click the Exit button.

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Mail Server Settings & Mail Configuration

In order to fetch and send mails from the application, you need to configure the Mail Server Settings
in the Admin module.

Incoming Mail Server Settings

Have the following fields -

• Server Name/IP Address: Denotes the Incoming Mail Server from where the mails need to
be fetched.

• User Name & Password: Login credentials to the server.

• Email Type: Indicates the type of email fetching (For example: IMAP or POP and so on)

• Port: Port from where the mails need to be fetched.

• Mail Loop & Mail Storming Prevention Settings: Suppress Auto Notification and prevent
Email Storming from contacts by halting the mail looping and mail fetching into the
application. Specify the number of mails and the time span after which the mail fetching and
the looping should be stopped.

All fields are mandatory fields and cannot take null values. Click Save button after entering the above
details. The configurations will be saved and SupportCenter Plus will try to establish connection with
the mail server. Click Start Fetching button, to start the mail fetching.

Outgoing Mail Server Settings

Have the following fields -

• Server Name/IP Address: Denotes the Outgoing Mail Server through which the mails are
sent to the external world.

• Alternate Server Name/IP Address: Backup server name which will take over the main
server in case of server crash.

• Email Type: Indicates the type of email despatching (For example: SMTP or POP and so on).

• Port: Port from where the mails need to be sent.

If authentication is required for outgoing mails server, enable Required Authentication and enter the
specific credentials.

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Mail Configuration
The email address to which the service requests are sent and should be fetched by SupportCenter
Plus application is configured under Mail Configuration. If you have enabled multi-tendency, the email
address of the respective Business Units can be configured such that the mails are routed to the
particular Business Unit.

• Incoming Email IDs: The email address to which the service requests are sent.

• Sender Name: The name to appear in the mail beside sender's mail ID, while sending mails
from the application.

• Reply-To Address: The email address to which the reply needs to be sent.

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Configuring Business Units

Organizations with various marketing segments can be best thought of as a number of businesses,
that supports their own set of accounts, customers and vendors. Hence, the customer support
operations in these enterprises are complex, interconnected and extremely difficult to organize.

In ManageEngine SupportCenter Plus, you can configure individual segment or division as a

"Business Unit", with which, you can organize and manage your support team effectively.

For instance, let´s take the company Acme Corporation. It has 3 Strategic Business Units which
include Telecom, Retail and IT. Each Business Units can have their own customers (Accounts) and
each customer can have multiple branches (Sub Accounts). The Accounts and Sub accounts can
have their own contacts (Customer Contacts), who will be raising the requests.

Before getting into the configurations and modules based on departments, let us understand the roles
and privileges offered to a support representative in departments.

Support Representative: Ability to be associated to multiple departments, and assigned with

different roles for every department.

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• Global Administrator: All the business units is governed by a global administrator, who
will have a wholesome view of all the business unit operations.

• Business Unit Administrator: Each Business Unit can have its own Business Unit
Administrator, who will have the rights to maintain the different accounts, sub-accounts and
other related operations of the business unit.

If you have enabled multi tendency feature in ManageEngine SupportCenter Plus, the configuration
wizard opens to view the following tabs,

• Manage Business Units

• Business Unit Settings

• Global Settings

Manage Business Units

You can manage and organize all your Business Units from this tab. Manage Business Units lists all
the Business Units added in SupportCenter Plus from which you can add, edit and move Business
Units to archive state. In addition, you can also set a Business Unit as default by cliking on the Set as
Default Business Unit icon beside the business unit. The default Business Unit accumulates
requests which are not aliased to any business unit. The business unit which is set as default cannot
be archived.

Add Business Unit

1. Click on Add Business Unit link.
2. Specify the name of the Business Unit. The name is a mandatory field.
3. Select the Time Zone of the specified Business Unit.
4. Enter a brief description on the Business Unit in Description field.
5. If you wish to make this Business Unit available in Customer Portal then enable the check box
"Make it available in the Customer Portal".

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6. Click Add Business Unit to add the business unit and return to the list view page. If you do
not wish to add the Business Unit then click Cancel.
Note: The number of Business Units added depends on the license purchased. If you have
purchased a 5 Business Unit license then only 5 business units can be added along with the default
Business Unit present in the application.

Edit Business Unit

1. From the list of Active Business Units, click the Edit icon beside the Business Unit you
wish to edit.
2. Modify the required fields and click Update.

Archive Business Units

Business Units cannot be deleted but can be made inactive by moving it to archive for further
reference. The business unit currently viewed cannot be moved to archive state unless you switch to
another business unit.

To move a Business Unit to archive,

1. From the list of Active Business Unit, select the Archive Business Unit icon beside the
Business Unit you wish to move to archive state.
2. A success message appears and the business unit is moved under Archive Business Unit.

Note: Business Units moved to archive will not take up a license.

To reactive archive Business Units

1. Select Archive Business Unit link. The list of all archive business unit is displayed.
2. Click Reactivate Business Unit icon beside the business unit you wish to make active.

Business Unit Settings

The Business Unit Settings consists of all the admin settings that require separate configurations for
each Business Units. To know more on configuring individual settings refer Configurations.

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Global Settings

A few admin settings are applicable to all the Business Units configured in the application like the Mail
Server Settings, Customer Portal, scheduling a backup and so on. These admin settings are grouped
as Global Settings.

In addition to the above list, Global Additional Fields can be configured for support reps, contacts
and accounts. The addition fields configured are available while adding support reps, accounts and
contacts for all the business units in the application.

The Roles and Support Reps functionality under Global Settings is an added advantage to the multi
tendency support, especially in scenarios where a support rep or a role is required for all the available
business units.

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To know more on configuring individual settings refer Configurations.

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All Business Units

An organization with different business segments can be organized and managed by configuring
individual segment or division as a "Business Unit". Different 'Business Units' can be configured
based on the different businesses run by the organization. Each Business Unit can have its own
Business Unit Administrator, who will have the rights to maintain the different accounts, sub-accounts
and other related operations of the Business Unit.

Support Rep can also be associated to multiple Business Units, and assigned with different roles for
every Business Unit. The support rep associated to multiple Business Units can manage the requests
raised across different Business Units under "All Business Units". Based on the role in each Business
Unit, the support rep can update, delete, assign, move and link requests in this view.

Enable Business Units

Business Units can be enabled in order to manage your different businesses. You can enable
Business Units by clicking on the Getting Started button on the header. On enabling the Business
Units, you will have the Business Unit named 'General' by default. You can add more Business Units
based on the license purchased. When more than one Business Units are added, the 'All Business
Units' option will be available. To switch to this view, click the down arrow on the header beside
General and select the 'All Business Units' option.

The All Business Units page contain the following tabs:

• Requests

• Dashboards

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Requests

The Request List view page organizes and lists all the requests raised in different Business Units.
You can perform the following operations in All Business Units list page such as,

• Option to view requests based on filters.

• Customize columns to be displayed in the list view. Custom fields created in different
Business Units will not be available in the Column chooser.

• Option to set the number of requests to be displayed per page.

• Search for requests on entering the request ID.

• Option to view requests based on the selected Business Unit.

• Perform actions such as update, delete, assign, move and link requests from this view.

From the All Business Units list page you can,

1. Request based on filters: View specific group of requests through pre defined filters.
2. Custom and Manage the Views: Customize the page to display the requests using
Custom View option. You can create criteria to filter requests accumulated in the request
list view page. Thus sorting and viewing requests based on your requirements. You can
create, reorder, and manage the custom views. The custom views created can be made
public or private. [Refer Custom Views to know more.]
3. Search Request: Search for requests instantly on entering the Request ID. Enter the ID
in the Request ID field and click Go button. The page redirects to the Request Details
page. [Refer Search Requests to know more.]
4. Set the number of requests per page and navigation buttons: You can set the
number of requests to be displayed in the request list view page.
5. View requests based on the selected Business Units: You can select the Business
Unit from the "All Business Units" drop down to filter requests according to the selected
Business Unit. Thus sorting and viewing requests based on your requirements. If no
Business units are selected in the drop down, all Business Unit requests will be
displayed.

To view requests based on the selected Business Unit in the list view page,

1. Click the drop down icon beside All Business Units drop down list.
2. From the drop down list, select the Business Units for which you wish to view the
requests.

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6. Refresh this page: Set the time frame to refresh the page from every minute to 30 minutes.
On setting the refresh time in the application, the page gets refreshed automatically for the
specified time frame. By default, the value is set to Never.
7. View and Add Notes to a request: Select on the notes icon to view and add notes to a
request instantly from the list view page. Public notes are marked as , whereas private
notes are marked in . [Refer Notes for more information].
8. Request Operations: Based on the role in each Business Unit, the support rep can update,
delete, assign, move and link requests in this view.

• Edit Request: You can Edit requests by clicking on the Edit icon in the list view. The
request opens in the new tab in editable mode. Modify the request as required and
save.

• Delete Request: Delete Requests from the list view. Select the request to be deleted
from the list by enabling the check box and click Delete button. The request gets
deleted and removed from the list view.

• Assign To Support Rep: Assign bulk requests to support reps. Select the requests
to be assigned to a support rep by enabling the check box. Click the Select Support
Rep drop down menu and select the name of the Support Rep from the list and click
Assign button.

• Move Request: Move requests from the list view. [To know more, refer Move
Request].

• Link Request: Link request across Business Units. You can link the Requests across
Business Units by selecting the check boxes of different Business Unit requests.

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Dashboards

The Dashboard is a visual display of real-time information, consolidated and arranged in a single view
so that it can be easily monitored. It provides a quick view of the activities in the present week,
present month, previous weeks and previous months, thereby enabling the support rep to take
necessary decisions and actions.

NOTE: Information displayed on the Dashboard largely depends on the roles associated to the
support rep.

Data shown in the Dashboard is restricted to the Business Unit the support rep is associated to. When
a support rep is associated with multiple Business Units, then a drop down option with 'All Business
Units' and the Business Units to which the support rep is associated appears. By choosing the
Business Unit, information and data associated with that Business Unit are displayed to the support
rep. By default 'All Business Units' option is selected and the data of all the Business Units to which
the support rep is associated is displayed.

Similarly, data displayed on the dashboard is also restricted based on the roles associated to the
support rep.

Dashboards tab contains the following widgets:

• The first widget displays a matrix chart. It shows the total number of pending requests by
Support Reps across all the configured Business Units.

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• The second widget lists the number of unresolved requests in Open, Pending, On Hold and
OverDue statuses across all the configured Business Units. Clicking on the total numbers in
the chart opens the corresponding list of requests in a new tab.

• The third widget displays a bar graph. It shows the number of SLA violated requests. The list
can be viewed based on the time period (This week, Last week, This month, Last month) by
selecting the time period from the drop down. Clicking on the bars on the graph opens the
corresponding requests for view in a new tab.

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• The fourth widget displays a pie chart. It shows the number of inbound requests by Business
Unit. The list can be viewed based on the time period (This week, Last week, This month,
Last month) by selecting the time period from the drop down.

• The fifth widget lists the number of requests that are approaching SLA violation along with the
time frame.

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• The sixth widget lists the number of requests that are approaching first response time SLA
violation across all the configured Business Units.

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Custom Views

You can create your own customized page to display requests using Custom View option. You can
specify the criteria to filter the requests accumulated in your requests list view page. Thus helping you
to sort and view requests based on your requirement.

• Create Custom View

• Reorder Views

• Manage Views

Creating Custom View

If you want to view all the "High" priority requests in the application through Custom View.
1. Click Request tab in the header pane to open the request list view page.
2. Click in the Views section and select Add Custom View from the drop-down list.

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3. In the Add Custom View page, specify a View Name like "High Priority" requests. This
field is mandatory.
4. If you are the administrator and want this custom view to be available only when you log
in, select the check box beside Make this view as private custom view. The custom
view is made private. By default, the custom view for an administrator is public.

If you are a support rep without administrator login privilege then by default the created
custom view is private. The option to "Make this view as private custom view" is not
available.
5. In the Advance Filtering block, select the criteria to be filtered from Column drop down
along with its matching Criteria. For instance, select "Priority" from Column drop down
and "is" from criteria.
6. Click on Choose button.
7. From Select Column Data pop up choose your option as "High". You can select options
based on your selected column and criteria.
8. Click Add to Filter button to save the filter criteria details. The filter criteria is listed in
Filter Set block.
9. If you wish to add more filter conditions to this view then, select the required column,
criteria & conditions of the filter.
10. If there are more than two criteria, specify AND or OR conditions by enabling either of the
two radio buttons.
11. Click Save. Click Save and Add New to save and add another custom view.
12. The Custom View is now displayed under Views in the request list view page. The custom
view marked as private is listed under My Views and the public custom view is displayed
along with the predefined filters.

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Reorder Views

Reorder feature allows to set the order of view preferred in the Views section. The reorder feature in
Request Module allows you to set the order of request views.

To reorder the request view:

1. Click Requests tab in the header pane to open the request list view page.

2. Click in the Views section and select Reorder Views from the drop-down list. The
Reorder Views pop up window is displayed.

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3. Select a view which you wish to reorder. Say, 'My Pending Requests' and click to move

the view upward or click to move the view downward.

4. Click Save. The selected view is reordered.

Manage Custom Views

You can view all your customized view under Manage Custom Views. From this page you can add,
edit and delete a custom view.
1. Click Request tab in the header pane to open the request list view page.
2. Click in the Views section and select Manage Custom View from the drop-down list.
The Custom View page opens listing all the created custom views.

• - indicates the custom view is public and can be viewed by all users.

• - indicates the custom view is private and can be viewed only by the creator of the
custom view.

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Note
1.If you are the administrator then you can view all your customized private and
public views.

2. If you are a support rep then you can add only private custom views.

Edit Custom Views

To edit a custom view,

1. Click the edit icon beside the filter name you wish to edit.
2. From Edit Custom View page, edit the details.
3. Click Save. You can also add a new custom view by clicking Save and Add New button.

Delete Custom Views

To delete custom views,

1. Select the check box beside the custom views to be deleted. The administrator has the
privilege to create and delete public views.
2. Click Delete button. A pop up window confirming the delete operation appears.
3. Click Ok to proceed. The Custom View is deleted from the list.

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Search Requests

You can search for requests based on the keywords, request ID, advanced request search by
entering request fields as criteria and column wise search on entering the request details such as
subject, requesters name and so on from the request list view.

Search Requests based on

• Keywords

• Request ID

• Column wise

Search Requests based on Keywords

Request tab

To do a keyword search for requests,

1. In All Business Units, click Request tab in the header pane to open the request list view
page.
2. Enter the keyword in the search field.
3. Click Search. All requests that match the keyword provided by you in the search field is
displayed.

Performing a Global Search

You can also perform a Global Search that searches the keyword in request module at one go. The
search options such as Wildcard search, phrase search, boolean search, field specific search and
much more, can be used to make the search effective. To know more, click Search Tips.

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Advanced Request Search

Using advance search option you can further enhance the request search by drilling it down to
request properties. This option allows you to search requests by providing the requests fields as
search criteria.

To perform advance request search:

1. In All Business Units, Click the Advanced Request Search icon in the header pane
beside the Go button. The Advanced Request Search page is displayed under the Requests
tab.
2. Click the Advanced Request Search link beside the search field to add search criteria.
3. Select the field name from the drop down and select the condition value 'Contains' or 'Does
not contain', for specifying your search condition. Enter the corresponding values in the text
box provided.
4. To specify another condition, click Add a condition link and specify the next condition.

NOTE: The default condition type is 'AND'. When you have multiple conditions, the search
results will be displayed only if all the mentioned conditions are satisfied by the request.
5. Click Search. All the requests matching the criteria will be displayed.
6. You can also sort the search results by Relevance, Created Date or Last Updated date by
selecting an appropriate option from the Sort results by drop down.
7. If you would like to view the search results based on the business unit, select the check box
beside the business unit displayed on the left panel.
8. If you would like to get back to the normal search, click <<Back to Basic Search link
available at the top right corner.

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Search requests based on Request ID

If you are aware of the request ID of the request you are searching for, then you can perform the
search using the request ID alone. It is quick and displays the request instantly.

Column wise search of requests

You can also perform column-wise search of requests if you know any of the request detail such as
subject, requester's name and so on. To perform a column-wise search,
1. From the request list view page, click on Search icon . The search field opens just below
every column that is visible in the list view.
2. Enter the search string in the column of your choice.
3. Click Go. The search results matching the search string(s) are displayed.

Note 1. The search would return the results for any of the text fields of the request.

2. You cannot search for a request based on any of the date fields of the request.

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Customer Portal Settings

To make your customers gain easy access into SupportCenter Plus application you can customize
and design your Customer Portal to suit your needs. Whether its permitting your customers to browse
through solutions or announcements, to customizing the entire portal color, Customer Portal Settings
provides it all.

With Customer Portal Settings under the Admin module, you can transform the entire web portal page
into a flexible and feasible customer portal.

Note

Customer Portal Page can be accessed at http://<server_name>:<port>/portal

There are two blocks which needs to be configured before you achieve your desirable customer
portal.

• Portal Name: The name to be displayed in your customer portal.

• Customize Portal: The contents that needs to be displayed in the portal which includes, the
header, sidebar, content area, and portal options. You can customize the portal color, font
and size accordingly to your choice.

Portal Name

You can specify a Name to appear in the customer portal. Say SCP Customer Service Portal or Acme
Customer Portal. You can also specify the Portal URL for the customer portal.

Customize Portal

You can use this tab to customize the portal content and portal color of your customer portal. The
Customize Portal tab consists of the following sections:
1. Portal Content

2. Portal Color Customization

1. Portal Content

The Portal Content block consists of the Header, Content Area, Sidebar, and Portal Options.

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Header: On the header you can display your company logo and specific URLs to the product
or website. Enable the check box beside Logo to display the company logo in the customer
portal. You can also add direct links to your company websites from the portal. Enable the
check box beside Footer to add footer details for the portal.
Content Area: Add links to instantly browse through solutions or a submit a ticket from the
customer portal. You can customize the content area by adding new links or modifying the
existing links. You can also make available all the public announcements, recent solutions
and popular solutions to the customer on selecting the corresponding check boxes.
Sidebar: Sidebar provides options for Login section to customers and also a Registration
option for new customers. You can also provide options if an approval is required for the new
customers from the drop down. Further, a Search Solutions field can be provided to search
for the public solutions and a Sidebar box containing sections. To add sections, click on Add
Section, enter the details and Save.

Portal Options: In the Customer Portal, the following options can be provided to the
customer by enabling the radio button; Show Business Units and Show Products. For non-
logged-in users, enable the radio button to show solutions with All Topics, No Topics or
Select Topic Template from the drop down to be displayed in the customer portal.

2. Portal Color Customization

The Portal Color Customization section consists of five tabs.

Customize the header, content area, sidebar, tabs, and body background with portal color, font and
size according to your choice by clicking the corresponding tabs. The changes made in this section
can be instantly viewed in the Color Scheme Preview section. To preview the entire customer portal
while customizing, click Full Screen Preview.

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To restore to the default color scheme, select Restore Default Color Scheme link. Click Apply
Changes to apply the changes made.

Business Units Enabled

Multiple portals can be added to the application, if you have enabled multi tenancy through Business
Units and if the application has more than one Business Unit. Once the business units are enabled,
you can create a new portal, customize the portal content and portal color, and you can also
Associate Business Units to it.

Associate Business Units

Business Units can be associated to different customer portals configured in the application. This
helps in providing a restrictive access for the contacts at business unit level to access the portal.
When a business unit is associated with the portal, only the solutions and announcements of the
associated business unit will be displayed in the Customer Portal welcome page. While submitting a
ticket using the Customer Portal welcome page, the availability of products and business units also
depends on the associate business unit setting.

Once the contact logs on to the portal, only the business unit to which the contact is associated is
displayed.

For more information on how to customize the portal, refer Customer Portal Settings.

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Home Page

The home page for all users of SupportCenter Plus has various useful information displayed that
enables an administrator, a support rep, or a contact to take necessary action. Based on the login
credentials of the user, the following are available in home page,
1. Dashboard
2. Log a Call
3. Add New drop down
4. Search field
5. Reminders
6. Preferences
7. Feedback
8. Online Status

Log a Call

Log a Call is an instant mode to create new requests or view existing requests when you are on a call
with the customer. With log a call option, support reps can log requests either by conducting a search
from the existing customers list or by entering the contact details for a first time caller. Click here to
know more.

Add New drop down

The Add New is a quick navigator to instantly access the New Requests, New Reminders, New Task,
New Canned response, New Solution, New Contract, New Account and Contact.

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Search field

You can search for Requests, Accounts, Contacts, Solutions and System Log from the home page. If
you wish to search for Zoho Corporations, then select Accounts from the drop down and enter the
keyword as Zoho Corporations. Click Go to redirect the page to the Accounts list view page.

Reminders

Reminders is a substitute for those sticky notes or post-it notes which you use to remember your
tasks for the day. Click here to know more.

Preferences

You can change the language displayed in the application, customize your signature, change your
password and lots more from the Preference link.

Feedback

Send a feedback immediately to our support rep from the application. Click here to know how to go
about sending it.

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Online Status

You can select your online status to be shown to other technicians. By default, the status is Online.
You can change the online status either from the Home page or from Settings in the Admin module.

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License Expiry Alert

The license expiry alert is displayed just below the header tabs with details such as the number of
days the license is valid, the date by which the license has to be renewed, sales contact email id, link
to apply license and a drop down box to select the number of days after which the reminder is to be
displayed.

Select the number of days after which you want the reminder to be displayed. Click Ok. The license
expiry alert disappears and will be displayed again after the specified time frame.

If you want the reminder to be available each time you login, click on Hide link to temporarily hide the
alert. If you have a license and want to apply it, select click here to apply link. The License Info page
opens. To apply the license, refer Registering SupportCenter Plus.

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Dashboard

The dashboard of SupportCenter Plus login home displays the following tabs,

• My View

• Support Team

My View

My View for a support rep, displays information on summary of the requests assigned to the logged in
user, Tasks assigned to the logged in user and the Announcements published company wide.

Requests Summary

• Request Overdue - number of requests assigned to the logged in support rep that are
overdue.

• Requests Due Today - number of requests assigned to the logged in support rep for that
day.

• Pending Requests - number of requests assigned to the logged in support rep that are
unresolved.

Clicking on each link opens the corresponding list view.

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Requests approaching SLA Violation

The number of requests assigned to the logged in support rep that is approaching SLA violation are
listed along with the time frame.

Requests approaching SLA Violation (First Response)

The number of requests assigned to the logged in support rep that is approaching first response time
SLA violation are listed along with the time frame.

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Support Team

This tab lists all the support reps with login permissions. If the support rep is logged in to the
application, then the login status would be Online else the login status shows Offline. The log in
status of the support rep is shown based on the Online Status settings in Admin module.

For the contact to view the support teams availability information, People option in Settings under the
Admin module should be enabled. Else the Support Team tab will not be available.

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Log a Call

Log a Call is an instant mode to create new requests or view existing requests when you are on a call
with the customer. With log a call option, support reps can conduct a search for existing
Customers/Accounts on entering the contact name, account name, phone and mobile number, job
title and contract name. Also, if the contact is a first time caller, then you can enter the contact and
request details using log a call for the new user. Click Log a Call button to access this option.

• Search existing customers and log a call

• Log a call for new users

Search existing customers and log a call

When a call is from a known customer whose details are entered in the application, then you can
conduct a quick search using the parameters like contact name, account name, phone and mobile
number, job title and contract name.

The result displays the contacts and accounts. Here in the image, Acme is the account and Sharon
Harper is the contact associated to the account. So on conducting a search with the account name,
the account and the contacts associated to the account appears.

You can add new requests by clicking Add Request link. A new request form pops up, in which the
contact name, contact details and account information are pre-filled with the corresponding values. All
you need to do is enter the Request Title and Description. If you require additional details to be

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entered such as category, priority or assign a support rep, click Add More Details link. This takes you
to the New Request form.

Note

If you have selected the Add Request link under "Search results for Accounts", the
contact name and contact details fields are not pre-filled and should be manually
entered by the support rep.

Apart from raising a request for a customer on call, certain contacts call to the support team to inquire
updated on their ticket. With View Request link, you can check all the requests raised by the Contact
or for the Account. The requests can be viewed based on filters, so you will be aware of all the open
and pending requests.

Log a call for new users

If the contact is a first time caller, you can enter the contact name, contact details and the request
details using Log a call for new users option. The contact name, contact details and the account
mentioned in form are automatically updated in the Contacts and Accounts tab. If you require
additional details to be entered such as category, priority or assign a support rep, click Add More
Details link. This takes you to the New Request form. Click Save to save the request.

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My Tasks

You can track tasks assigned to you from My Task block in the home page. The tasks can be added
by you as a personal reminder of the due by tasks or it can be assigned to you by other support reps.

From this block you can also add tasks to other support reps. On adding the task to other support
reps, the task will be listed in their home page and the support rep can view the task on logging in to
the application.

You can also add task for Requests, Contract, Accounts and Contract from the respective module.
Say, for instance, if a ticket raised requires multiple support reps to work, then separate tasks can be
assigned to the support rep. Also, if users under an account require logins, then the task can be
assigned to the account.

Note 1. My Task views the tasks assigned to the logged in support rep.
2. You can track all the task assigned to you by other support reps.
3. You can add personal tasks as a reminder of the due by task.
4. You can assign tasks to other support reps.

Add New Task

You can add a new task either from My Tasks block, Add New drop down or from the Activities tab.

1. From My Tasks block in the home page, select Add New button. [OR]

Alternatively, you can also add a task from Add New drop down in the home page.

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2. In the New Task form, specify the Title of the task. The Title is a mandatory field.
3. If the task is associated to a request, account, contact or contract, then select the same from
the Associate to drop down. Also, you can associated it to a specific request, account,
contact or contract using the search icon .

Note: If you are adding the task from the Request, Account, Contact or Contract details page,
then the Associate to option is selected automatically.
4. Select the Start Date of the task from the calendar icon . Also, select the Start Time from
the drop down.
5. Select the Due Date of the task from the calendar icon . Also, select the Due Time from
the drop down.
6. For repetitive tasks, select the duration as Daily, Weekly, Monthly or Yearly from the
Repeat Task drop down.

The repeat options for the selected duration is displayed below the Repeat Task drop down.
The repeat options varies for each duration. For example, if the duration selected is Daily,
then the repeat options will be, repeat task for every particular number of days or every
weekday.

Select the option as required. If the task has an end date, select the date using the calendar
icon . Else, enter the number of times after which the task ends in the text field.
7. If the task is non-repetitive, select Never from Repeat Every drop down.
8. To assign the task, select the support rep from Assign to drop down. Next, select the
Priority and Status of the task from the respective drop down.
9. Enter the content of the task in the Description field.
10. You can be reminded of the task by selecting the number of days/hours from Remind me
before drop down. You will be reminded of the task based on the schedule start time.

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11. Click Add. The task is added and listed with the already existing tasks in ascending order
based on date and time.

If you have enabled "Send Email when a task is assigned to a support rep" under Notification
Rules, then an email notification is sent to the support rep assigned to the task as shown below,

Clicking on the link in the email leads to the SupportCenter Plus login page, where on entering the
login credentials, the support rep can get started with the task. To know more on the operations
performed on Tasks, refer the Activities.

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Publishing Announcements

You can publish announcements as public (to all contacts) or only to the support reps. The
announcement board is available in the login home where the recent announcements is displayed.

The icons beside the announcements in the home page depicts whether the announcement is public,
private or a new announcement.

Announcement made public i.e., announcements visible to all contacts on log in.

Announcements published only to support reps.

Newly added announcement which is published only to support reps.

Newly added company wide announcements.

Add New Announcement

To add a new announcement,

1. From the announcement block in the home page, click on Add New button.
2. Specify the Announcement Title. This can be a short statement describing the
announcement. It is a mandatory field.
3. Enter the detailed content of the announcement in Announcement Content field.

Say, if there is a webinar conducted for eServer from 4 PM to 6 PM on the 26-09-2009 at

Conference Room II, then the Announcement title can be "Webinar conducted for eServer"
and the details like the date and venue can be specified as the Announcement Content.
4. Select the To date from the calender icon. You can also select the Time for the selected
date from this calender icon. By default, From contains the date and time when the
announcement was created.

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Note: To show the announcement forever, leave the To field blank.

5. To publish this announcement only to the support reps, select Show this announcement
only to Support reps check box. The announcement will not be visible to the contacts.
6. You can also send the announcement as email to support reps or contacts on selecting the
check box beside Send this announcement as email.

Enter the To mail address. If you wish to send the same information to more than one person,
enter the email Ids of those people in the CC field separated by comma. If you do not wish to
disclose the recipients of the information, enter the email ids of those people in BCC field
separated by comma.

The announcement is sent as email to the concern people and the announcement is added
as Public in the home page.
7. Click Save.
The announcement is added and a pop up window appears displaying the announcement details.
From this window, you can Edit, Delete and navigate Previous and Next to other announcements.
Using this navigation options you can view the announcements without closing the pop up window.

Manage Announcements

To view all the announcements added in the application,

1. From the announcement block in the home page, click on Show All button. The Manage
Announcements page opens as show,

2. By default, all the announcements are shown. You can select the announcements to
displayed in the column view from Filtering Showing combo box. You can view
announcements that is Currently Shown or announcements that is To be shown in the
home page or announcement that is Already displayed.

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1. From this page, you can add a new announcement, edit a announcement and bulk
Note delete announcements.
2. To view the details of a announcement click on the title of the announcement either
from the announcement block or from manage announcements page.
3. Contacts can view only the current announcements.

Edit an Announcement

You can edit an announcement either from the manage announcements page or while viewing the
announcement detail. To edit an announcement from the announcement pop up,
1. Select the Title of the announcement you wish to edit from Manage Announcements page.
The details of the announcement opens in a pop up window.
2. Click on Edit button.
3. From the edit announcement pop up, make the changes and click Save. If you do not want to
make any changes, click Cancel.

Deleting Announcements

To delete a announcement,
1. From the home page, click on the Title of the announcement to be deleted. The
announcement details page pop ups.
2. Click on Delete button. A confirmation dialog appears.
3. Click Ok to proceed with the delete operation. The announcement is deleted from the list.
Alternatively for bulk deletion of announcements,
1. From the home page, click on Show All button in the announcement block. The Manage
Announcement page opens.
2. Select the announcement to be deleted by enabling the check boxes.
3. Click Delete button. A confirmation dialog box appears.
4. Click Ok to proceed. The announcement is deleted from the list.

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Notifications

In addition to email and SMS notifications, the Support Reps can also be notified about the request
update through notification icon on the header pane. Once the Support Rep logs into SupportCenter
Plus, he/she would see the request updates in the Notifications pop up. The following request
activities which involve Support Rep participation are notified in the Notifications pop up. The
notifications will be displayed, whenever a

• request is assigned to Support Rep

• contact replied to a request

• request submitted for approval

• task is assigned to Support Rep

• note is added to the request

• request is approved or rejected.

Notifications appear in the top right corner of the header pane beside the Add New drop down. When
a new notification is received, a red bubble will appear with the number of new notifications over the
notification icon. For example, when a contact replies to the request, you will see the count above
the notification icon. Click on the icon to view notification. All recent notifications will be displayed first
based on the time in the Notifications pop up.

View Notifications

To view support rep notifications,

1. Click on notification icon to open Notifications pop up.

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2. You can view the notifications and if you would like to take necessary action on the
notification, you can click the required notifications link. Clicking on the link will take you to the
corresponding details page.

Note
1. If any of the notified activity (request, task or note) is deleted, the notification
will still remain in the Notifications pop up and will not be deleted.
2. Notifications will be deleted once in every 7 days.

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Reminders

Reminders is a substitute for those sticky notes or post-it notes which your use to remember your
tasks for the day. You can also add reminders from the Request module to close certain requests or
the pending tasks specified for a request can be added as a reminder.

Add New Reminder

To add new tasks to your reminders list,

1. Click on Reminders link to open My Reminders pop up.

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Alternatively, you can reminders from Add New drop down list in the home page.

2. Click +Add New link from My Reminder pop up. The Reminders page opens as shown,

3. Specify the summary in the provided text field. Say, you want a reminder to attend a demo on
Softcel.
4. Select the Date and Time for the reminder. The date field is set to today's date and the time
is set by default as 11:00 AM. Change the date and time settings.

To change the date, select the calender icon and choose the date of your choice. From the
time drop down box, choose the time at which the task is scheduled.
5. Select the reminder duration say before 1 hr or 2 hr from the Remind me before combo box.
By default the message would be Never.
6. Click Add. The new reminder is added along with the list of already existing reminders in the
ascending order based on date and time.

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Viewing all Reminders

You can view all the open and completed reminders along with the reminder details such as
Reminder Date and Module. The Link is specified only if the reminder is added from the request
module.
1. Click on Reminders link.
2. From My Reminders pop up, select >Show All link. By default, you can view All the
reminders from this page.
3. If you wish to view all the open reminders alone then select Open option from Showing drop
down box.

1. From this page, you can Add New Reminder, Delete bulk reminders and Change
the status of a reminder.

Note 2. If a reminder is added from the request module then a link to the request with its
request Id is provided from this page.

3. You can show your reminders to Contacts on enabling the option under Setting in
the Admin module.

Change the Reminder status

Once you have completed the task, you can change the reminder state to complete.
1. Click on Reminders link to open My Reminders pop up.
2. Select the radio button beside the completed task. The strike off task will be arranged in
descending order.

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Alternatively,
1. Click on Reminders link.
2. From My Reminders pop up, select >Show All link. By default, you can view All the
reminders from this page.
3. Select the check box beside the Reminder Summary for which you wish to change the state.
4. Select the state from Change Reminder State To drop down list. Select Complete.
5. Click on Change button. To indicate the change, the task is striked off.

Deleting Reminders

To delete a reminder,
1. Click on Reminders link to open My Reminders pop up.
2. Select Delete radio button beside the reminders you wish to delete. The reminder is
deleted from the list.
To delete bulk reminders,
1. Click on Reminders link.

2. From My Reminders pop up, select >Show All link. By default, you can view All the
reminders from this page.
3. Select the check box beside the Reminder Summary you wish to delete.
4. Click Delete button. A confirmation message appears on delete operation appears.
5. Click Ok to proceed. The reminder is deleted from the list.

The advantage of moving the task to completed state instead of deleting is that, you can revert the
state of the task to Open and edit the attributes. But once the task is deleted, it is completely removed
from the application and cannot be retrieved.

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Preferences

You can customize your personalization such as the language to be displayed, time zone, signature
attested to all your replies via email and so on. Apart from this, you can also change your login
password and organize tabs on the main menu.

1. Click on Help link. Select Feedback from the list of options.

2. The Preference page opens to display the Personalize and Change Password tab. By
default, the Personalize tab is displayed.

Personalize

The Personalize tab consists of display language, time zone, date format, time format and email
signature.

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• Display Language
Select the default language to be displayed in the application from Choose Language drop
down list. All the data will be displayed in the language selected by you.
• Time Zone
Select the time zone according to the site where the server is installed. The date and time will
be set with respect to the time zone.
• Date/Time Format
Select the format of the date such as, 2009.09.10, from the Set Date Format drop down box.
Similarly, you can also set the time format from the Set Time Format drop down box. The
selected date and time format will be displayed where ever the date/time is mentioned.

Say, while creating a new request, the request created on and due by time will be displayed in
the selected date and time format. The date and time is set accordingly to the selected time
zone. The same can be viewed under Solution and Purchase modules.

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• Email Signature
You can personalize your signature while replying to mails on entering your signature in the
text provided. Click Save.

Change Password

To change your password,

1. Click on Change Password tab.

2. Enter the Current Password in the field.
3. Next, enter your New Password.
4. Re-enter the new password in Confirm New Password field.
5. Click Save. Your login password has been changed and will be taken into effect when u log
out and log into the application.
The Prefe

Organize Tabs

Tabs are used to quickly access the pages that are important to you. SupportCenter Plus enables you
to organize the default tabs setup by the administrator. To personalize SupportCenter Plus, you can
add and remove tabs, or reorder them. The changes you made to the tabs are not affected for other
users.
Maximum nine tabs can exists on the header pane. The remaining enabled tabs will be available

under the More Tabs drop down. You can select a tab from the More Tabs drop down to
instantly add it on the header pane and the selected tab is replaced with the last existing tab. Click
Preferences --> Organize Tabs to organize your tab view on the main menu. You can also click
More Tabs drop down to Organize Tabs.

NOTE:

1. The Home tab cannot be reordered or removed from the main menu.

2. The More Tabs drop down will be available only when more than nine tabs are enabled.
Add Tab
To add a tab:
1. Click the Preferences link. The Preferences Page opens.

2. Click Organize Tabs which displays both the Enabled and Disabled Tabs.

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3. To add a tab click Enable link beside the tab in the Disable Tabs block. The tab is
added under the Enabled Tabs block.
4. Click Save. The enabled tabs are displayed on the header pane of the application. If
more than nine tabs are enabled, the remaining tabs will be available in the More
Tabs drop down, from where you can instantly add tabs on the header pane.

5. Click More Tabs drop down.

6. Select the tab from the drop down which you want to add it on the header pane. The
selected tab is added on the header pane replacing the last existing tab.

Remove Tabs
To remove a tab:
1. Click the Preferences link. The Preferences Page opens.

2. Click Organize Tabs which displays both the Enabled and Disabled Tabs.
3. To remove a tab click Disable link beside the tab in the Enabled Tabs block. The tab
is removed and shown under the Disabled Tabs block.
4. Click Save. The disabled tabs are removed from the header pane of the application.

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Reorder Tabs
To reorder tabs:
1. Click the Preferences link. The Preferences Page opens.

2. Click Organize Tabs which displays both the Enabled and Disabled Tabs.
3. Add the tabs by clicking Enable link, the tabs are added under the Enabled Tabs
block.

4. To reorder the tabs in the Enabled Tabs block, hover the mouse over the tab which
you like to reorder.

5. The reorder icon appears beside the tab, click and drag the tab and place it in the
desired position over an empty cell as shown in the image.

Note: The field can be placed only in the highlighted grey area.

6. To reorder more tabs, repeat steps 4 and 5.

7. Click Save. The tabs are reordered and displayed on the header pane.

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Feedback

You can send a feedback regarding the product instantly to our support team. To send a feedback,
1. Click on Help link. Select Feedback from the list of options.

2. In the Feedback pop up, the To address is our support mail id and is in non-editable format.
3. Specify Your Name, Your Email Id, the Subject and Message mail content in the respective
fields.
4. Click on Submit button.

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Requests

Helpdesk Support Reps receive requests from a variety of sources; email, phone calls, forums, web
portal, from various regions across the globe. Tracking, prioritizing and resolving these requests can
become a nightmare without a central point of reference for all requests.

Requests Module in ManageEngine SupportCenter Plus helps you to manage and track all the
requests raised from your customer, their information and the support service offered to them. You
can track all the overdue requests that requires immediate attention, thus improving the response time
and resolution time of your support team.

Overview of Request Workflow

• Users raise requests into SupportCenter Plus application.

• Check Business Rules

• Assign Support Reps

• Set Due by time based on Service Level Agreement

• Support Reps respond to contacts

• Customer acknowledgement for the provided resolution

• Close the request

Modes of Creating Requests

SupportCenter Plus provides 4 simple ways of creating a request.

1. Phone - The ticket can be created by the Support Staff
2. Email - Automatic Conversion of Emails to Tickets
3. Forums - SupportCenter Plus can be integrated with phpBB forums and forum posts can be
automatically converted to tickets [Refer Forum Integration to configure phpBB forums to work
with SupportCenter]
4. Self-Service Portal - Ticket submission thorough integrated web forms and customer self-
service Portal.

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Automatic Conversion of Email into Ticket

From the above mentioned modes, email is the most common mode to raise requests into the
application. As soon as the contact sends an email, SupportCenter Plus effectively fetches mails from
the mail server at regular intervals and routes the requests to the respective Business Units based on
the configured email ID.

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Once the request is routed to the respective Business Unit, SupportCenter Plus checks and applies
the corresponding Business Rules for these requests.

Business rules are pre defined custom rules that help in automating requests to appropriate category,
groups or support reps. Whether its placing the request to particular groups or setting the priority of
the request, Business Rules enables you to organize all your incoming requests. Further, you can
also enable Notification to your support reps either through mail or SMS when a new request is
created or assigned.

If you have enabled notifications to be sent to contact under Notification Rules, the contact will
receive an email notification once the request is fetched into SupportCenter Plus.

Setting the due by time

The services offered is based on the Contracts and Support Plan associated to the customer's
account through which the Service Level Agreement is determined and the due by time for the
request is applied.

The work flow explains the application of due by time based on contracts.

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Support Reps can pick requests that are left unassigned or can assign the requests to other support
reps and groups. You can enter resolution or search for solutions from the Knowledge base module.

Closing Requests

Once the customer has acknowledged the resolution, he undergoes the billing process. Support Reps
can then change the status of the request to closed. You can configure survey to rate your customer
satisfaction on various parameter that you would like to measure about the support rep and the
response quality.

If the customer replies back to the closed request, the status of the request is automatically set as
Open and the due by time is applied again.

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Request List View

The request list view page organizes and displays all the tickets raised into SupportCenter Plus. This
page includes various useful functionality such as,

• option to view requests based on filters

• customize columns to be displayed in the list view

• set the number of requests to be displayed per page

• search for requests on entering the request ID

• view recent items

• import requests from XLS file

• perform major operations on requests from the list view page.

On clicking the Request tab in the header pane, the page redirects to the request list view page.

Representation of Icon in the list view:

• - A note is added to the request.

• - No reply is sent nor received for the request.

• - Reply generated by the system.

• - A reply has been sent by the support rep to the contact.

• - A reply has been sent by the contact.

• - The mail has been forwarded to a support rep.

• - Unapproved contact.

• - Resolution time for the request is overdue

• - First Response time is overdue

• - Both Response time and Resolution time are overdue

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• - Edit individual requests.

• - Request has attachments

• - Search for requests on entering the request id, subject, requesters name and so on.

• - select the columns to be displayed in the list view.

• - The request is not linked with any other request

• - Reference Request

• - Linked Request

From the request list view page you can:

1. Refresh this page: Set the time frame to refresh the page from every minute to 30 minutes.
On setting the refresh time in the application, the page gets refreshed automatically for the
specified time frame. By default, the value is set to Never.

To auto refresh list view page,

1. Click the drop down icon beside the refresh button.

2. From the drop down list select the frequency of refreshing the page.

To refresh the request list section alone, you can click the refresh button .

2. Search Request: Search for requests instantly on entering the Request ID.

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3. Set the number of requests per page and navigation buttons: You can set the number of
requests to be displayed in the request list view page.

4. Custom and Manage the Views: Customize the page to display the requests using Custom
View option. You can create criteria to filter requests accumulated in the request list view
page. Thus sorting and viewing requests based on your requirements. You can create,
reorder, and manage the custom views. The custom views created can be made public or
private. [Refer Custom Views to know more]
5. Request based on filters: View specific group of requests through pre defined filters.
6. Recent Items: While using ManageEngine SupportCenter Plus, the application tracks your
last viewed items and lists them in the Recent Items block. It lists the last 10 items with the
latest viewed item appearing on the top of the list. Clicking on the item takes you directly to
the item's details.
7. View and Add Notes to a request: Select on the notes icon to view and add notes to a
request instantly from the list view page. Public notes are marked as , whereas private
notes are marked in . [Refer Notes for more information].

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8. New Request: Create new requests on specifying the detail information of the request such
as, request type, priority, urgency, group, category, sub category and items. [Refer New
Request to know more].
9. Import Requests from XLS file: Quick and easy to import requests from the existing
application as well as from other applications.
10. Bulk Operation:

• Edit Request: Bulk edit requests with similar information. [To know more, refer
Editing Request].

• Delete Request: Bulk delete requests. [To know more, refer Deleting Request].

• Close Request: Bulk Close of all the completed requests. [To know more, refer
Closing Request].

• Merge Requests: Merge two or more similar request. While merging requests, the
newly added requests are taken as the child request while the older request is the
parent request. [To know more, refer Merging Request].

• Assign To: Assign bulk requests to support reps. [To know more, refer
Assigning/Unassigning Support Reps].

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Requests based on Filters

You can view requests based on filters from the request list view page. In addition, you can also
create new filters using the Custom View option to place requests in specific groups. There are some
predefined filters in SupportCenter Plus, as shown,

• My Open or Unassigned Requests

All your open requests and the requests unassigned to the support reps are listed under this
option. These requests are in bold font.

• Unassigned Requests
Lists all the requests that is not assigned to any support rep.

• My Open Requests
Lists all the request that are assigned to you in the open status.

• My Requests On Hold
Lists all the requests assigned to you which is kept on hold.

• My Overdue Requests
Displays requests assigned to you that has exceeded the due by time.

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• My Pending Requests
Lists all your unfinished and incomplete requests.

• My Requests Due Today

Displays all requests assigned to you that are due for the current day.

• My Completed Requests
All requests assigned to you that are completed and closed.
If the support rep has permission to view 'All' or "All in group & assigned to him" the requests raised in
SupportCenter Plus then the following options is available to the support rep.

• Open Requests
Lists all the open requests, irrespective of the support rep.

• Requests On Hold
All the requests that are kept on hold, irrespective of the support rep is listed under this
option.

• Overdue Requests
Displays all the requests that have exceeded the due by time irrespective of the support rep.

• Requests Due Today

Lists all the requests that are due for the day irrelevant of the support rep.

• Pending Requests
Lists all the unfinished requests irrelevant of the support rep.

• Completed Requests
Displays all the closed requests irrelevant of the support rep.

• All Requests
Lists all requests on all status say closed, pending, open and so on.

• Archived Requests
Lists all requests that are moved to archived state.

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Custom Views

You can create your own customized page to display requests using Custom View option. You can
specify the criteria to filter the requests accumulated in your requests list view page. Thus helping you
to sort and view requests based on your requirement.

• Create Custom View

• Reorder Views

• Manage Views

Creating Custom View

If you want to view all the "High" priority requests in the application through Custom View.
1. Click Request tab in the header pane to open the request list view page.
2. Click in the Views section and select Add Custom View from the drop-down list.

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3. In the Add Custom View page, specify a View Name like "High Priority" requests. This field is
mandatory.
4. If you are the administrator and want this custom view to be available only when you log in,
select the check box beside Make this view as private custom view. The custom view is
made private. By default, the custom view for an administrator is public.

If you are a support rep without administrator login privilege then by default the created
custom view is private. The option to "Make this view as private custom view" is not available.
5. In the Advance Filtering block, select the criteria to be filtered from Column drop down
along with its matching Criteria. For instance, select "Priority" from Column drop down and
"is" from criteria.
6. Click on Choose button.
7. From Select Column Data pop up choose your option as "High". You can select options
based on your selected column and criteria.
8. Click Add to Filter button to save the filter criteria details. The filter criteria is listed in Filter
Set block.
9. If you wish to add more filter conditions to this view then, select the required column, criteria &
conditions of the filter.

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10. If there are more than two criteria, specify AND or OR conditions by enabling either of the two
radio buttons.
11. Click Save. Click Save and Add New to save and add another custom view.
The Custom View is now displayed under Views in the request list view page. The custom view
marked as private is listed under My Views and the public custom view is displayed along with the
predefined filters.

Reorder Views

Reorder feature allows to set the order of view preferred in the Views section. The reorder feature in
Request Module allows you to set the order of request views.

To reorder the request view:

1. Click Requests tab in the header pane to open the request list view page.

2. Click in the Views section and select Reorder Views from the drop-down list. The
Reorder Views pop up window is displayed.

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3. Select a view which you wish to reorder. Say, 'My Pending Requests' and click to move

the view upward or click to move the view downward.

4. Click Save. The selected view is reordered.

Manage Custom Views

You can view all your customized view under Manage Custom Views. From this page you can add,
edit and delete a custom view.
1. Click Request tab in the header pane to open the request list view page.
2. Click in the Views section and select Manage Custom View from the drop-down list.
The Custom View page opens listing all the created custom views.

• - indicates the custom view is public and can be viewed by all users.

• - indicates the custom view is private and can be viewed only by the creator of the
custom view.

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Note
1.If you are the administrator then you can view all your customized private and
public views.

2. If you are a support rep then you can add only private custom views.

Edit Custom Views

To edit a custom view,

1. Click the edit icon beside the filter name you wish to edit.
2. From Edit Custom View page, edit the details.
3. Click Save. You can also add a new custom view by clicking Save and Add New button.

Delete Custom Views

To delete custom views,

1. Select the check box beside the custom views to be deleted. The administrator has the
privilege to create and delete public views.
2. Click Delete button. A pop up window confirming the delete operation appears.
3. Click Ok to proceed. The Custom View is deleted from the list.

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Customizing Requests List View

ManageEngine SupportCenter Plus gives you an option to customize the request list view page by
including columns of your choice.

To customize columns displayed in the list view,

1. Click on the Request tab in the header pane to open the request list view page.
2. Click on Column Chooser icon . The available columns that can be displayed in the list
view pops up. The columns that are currently visible in the list view is indicated with selected
check box.

3. To remove a column, de-select the check box and click Save.

4. To add a column to the list view, select the check box beside the column you wish to add.
Click Save.
5. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
6. Click Save. Only the selected columns are added in the request list view.

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Search Requests

You can search for requests based on the keywords, request ID and column wise search on entering
the request details such as subject, requesters name and so on from the request list view.

Search Requests based on

• Keywords

• Request ID

• Column wise

Search Requests based on Keywords

Request tab

To do a keyword search for requests,

1. Click Request tab in the header pane to open the request list view page.
2. Enter the keyword in the search field.
3. Click Search. All requests that match the keyword provided by you in the search field is
displayed.

Performing a Global Search

You can also perform a Global Search that searches the keyword in every module at one go. The
search options such as Wildcard search, phrase search, boolean search, field specific search and
much more, can be used to make the search effective. To know more, click Search Tips.

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Advanced Request Search

Using advance search option you can further enhance the request search by drilling it down to
request properties. This option allows you to search requests by providing the requests fields as
search criteria.

To perform advance request search:

1. Click the Advanced Request Search icon in the header pane beside the Go button. The
Advanced Request Search page is displayed under the Requests tab.
2. Click the Advanced Request Search link beside the search field to add search criteria.

3. Select the field name from the drop down and select the condition value 'Contains' or 'Does
not contain', for specifying your search condition. Enter the corresponding values in the text
box provided.
4. To specify another condition, click Add a condition link and specify the next condition.

NOTE: The default condition type is 'AND'. When you have multiple conditions, the search
results will be displayed only if all the mentioned conditions are satisfied by the request.
5. Click Search. All the requests matching the criteria will be displayed.
6. You can also sort the search results by Relevance, Created Date or Last Updated date by
selecting an appropriate option from the Sort results by drop down.
7. If you would like to get back to the normal search, click <<Back to Basic Search link
available at the top right corner.

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Search requests based on Request ID

If you are aware of the request ID of the request you are searching for, then you can perform the
search using the request ID alone. It is quick and displays the request instantly.

Column wise search of requests

You can also perform column-wise search of requests if you know any of the request detail such as
subject, requester's name and so on. To perform a column-wise search,
1. From the request list view page, click on Search icon . The search field opens just below
every column that is visible in the list view.
2. Enter the search string in the column of your choice.
3. Click Go. The search results matching the search string(s) are displayed.

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Note 1. The search would return the results for any of the text fields of the request.

2. You cannot search for a request based on any of the date fields of the request.

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Creating New Requests

Any incident, request for service or request for information can be sent as requests to the supportdesk
team. These requests can be sent to the support team in many different ways. Some of the most
common modes are,
1. Contacts can call the helpdesk reporting their problem or requirement and he in turn will file it
as a request. [For more information, refer Log a call]
2. They can submit their query by logging into the customer portal and filing a request.
3. Or, they can send an Email to the support team, which will automatically get logged as a
service request in SupportCenter Plus.

Creating a new request from the application

A typical example for support reps to create a new request from SupportCenter Plus application would
be when a support rep is on a call with the contact. The support rep fills in the necessary details for
future references.

The new request form can be accessed by two ways in SupportCenter Plus application.
a. Add New drop down
b. Request tab

Add New drop down

The Add New drop down is a quick navigator to instantly access the New Request form from the
home page.

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To configure the New Request , go to Step 3 in Request tab.

Request Tab
1. Click on the Request tab in the header pane to open the request list view page.
2. Select New Request button. The New Request form opens.
3. If you have specified Request Default Values for Category, Level, Mode, Priority and Group to
be displayed in the New Request form, then the same are populated in the new request form.
4. You can also create a Request Template for the frequently raised requests under the Admin
tab. Select the template from Apply Template drop down box to create a requests instantly.
5. If you have not configured the Request Default Values or the Request Template, specify the
request details such as Mode of submission of request, Level of complexity of the request
and Priority.
6. By default, the Status of the request is Open.
7. Support Rep assigned to the request are also known as Owner. You can either select the
Group according to the request or choose the Support Rep alone.

Say, if the request is for "Replacement of battery" then select the Group as Warranty. The list
of support reps associated to Warranty group is listed under Support Rep drop down. To
associate support reps to specific groups, refer Groups.

8. If you are on a call with a known contact whose contact information is mentioned in the
application, either enter the Contact Name or use the Search Contact icon to search for the
contact.
1. If you enter the contact name, SupportCenter Plus will given you options to choose
the contacts relevant to the name specified.

2. You can also search for contacts using the Search Contact icon . The Contact
List pop up window opens.

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3. Click on the hyper-linked name of the contact. The contact name gets populated in
the new request form. If there are any contact details associated with the contact
such as, Account, Phone, Email and Mobile, then the relevant details is populated in
the respective fields.

1. From this page, you can Add New Contact if the contact name is not
listed.
2. You can also Edit the contact information and also View the contact
Note information .
3. If the contact list is lengthy, you can search for contacts on entering the
contact name in Search Contact List and click Go.
4. Contacts can also be selected based on the account. This can be done by
swapping the contact and account fields, by changing the GlobalConfig table
entry. If the contact and account fields are swapped, the associated contacts
will be listed based on the Account selected. For more information on the
GlobalConfig query, send a mail to our support team supportcenterplus-
[email protected].

Alternatively, you can choose to view only selected group of contacts by

clicking on the alphabets at the top.

9. If your on a call with a first time caller then enter the Contact Details like, Name, Phone and
Mobile number, and Email address. If the account is available then select the same from
Account drop down box. Else enter the Account name in the field.

When an account associated to the contract is selected from the drop down
Note list, the contract related notifications such as contract expiry date and
remaining hours/incidents left for the contract will be displayed beside the
account name field.

10. Select the Product to be associated with the request.

11. You can also classify the request category by selecting the Category, Sub-Category and
Item.

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12. If there are any Additional Request details (configured under Admin -> Helpdesk
Customizer -> Request Additional Fields) then enter the same in the respective fields.
13. Specify the Subject of the request. This field is mandatory.
14. Provide a brief description about the request in the Description field.
15. If you wish to attach any relevant files to the request then click Attach a file link. The
Add/Remove Attachment window pops up.

1. Click Browse button and select the file to be attached from the file chooser window.
Click Open button.
2. Click Attach button. The selected file is listed under Attached Files along with size
of the file.
3. If you have more than one file to attach repeat steps 1 and 2. Ensure that the total
size of the attachments does not exceed 5 MB. Click Done. The selected files are
attached to the request.

The attached document is indicated with an attachment icon beside the title of the
request in the request list view page.
16. Enter the email address of the CC recipients in the field provided. The CC recipient will
receive email on the conversation between the support rep and the contact. You can add
more than one CC recipient separating each email ID with a comma. Click here to know more
on Auto CC.
17. Click Add request button. If the Contact and Account information is not entered in the
application, a pop up message appears confirming to add the contact and account details as
part of the request. Click Ok to proceed. The request is added to the request list.

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Auto CC Recipient

For crucial requests, it becomes utmost important to inform your higher officials on the progress of the
request. The Auto CC recipient feature is a one time addition of the CC'ed recipients, after which, the
conversations between the support rep and contact is notified to the CC recipients. The Auto CC
recipient option is available while creating a new request from both, the support rep and contact login.
While the CC recipients added by the contact can be viewed and modified by the support rep, the
CC'ed recipients specified by the support rep are concealed from the contact view. Furthermore, there
are a set of five notification rules exclusively for the CC recipients.

Adding CC Recipient

The CC recipient field is available in the new request form of the support rep login. Enter the email
address of the CC recipients to be notified. If more than one email ID is specified, use comma as a
separator as shown in the image.

The entered CC recipients will be notified of the conversation between the support rep and the
contact via email.

Modifying the CC Recipient

You can modify, remove or add another email address to the CC recipient from the request details
page. Click the Edit button. Perform the corresponding operations and click on Update.

CC Recipients Notifications

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The CC recipient notification are sent via email to the CC recipients. There are five notification rules
under the CC recipient notification, out of which two are mandatory and enabled automatically.

• Alert CC Recipients on request Creation: By default, the CC recipients are notified via
email when a request is created.

• Alert CC Recipients on Contact reply: By default, the CC recipients are notified via email
when a contact replies to the request. s

• Alert CC Recipients on Support Rep reply: Enable this option to alert the CC recipients via
email when a support rep replies to the request.

• Alert CC Recipients when the request is Updated: Enable this option to alert the CC
recipients via email when the request is updated.

• Alert CC Recipients when the request is Closed: Enable this option to alert the CC
recipients via email when the request is closed.

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Editing Requests

ManageEngine SupportCenter Plus provides you with the option to modify the created request either
from the request list view page or from request details page. You can also modify the template of the
request from the request details page.

Edit Request from List View

To edit requests from the list view page,

1. Click on the Request tab in the header pane to open the request list view page.
2. Click on the Edit icon beside the request title to edit.
3. The request form opens in editable format with the values populated during creating the
request.
4. Modify the details and specify the Reason for Updating the Request. This reason will be
shown in the History tab of the request.
5. Click Update button to save the changes.
From the request list view, you have an option to edit more than one request. This comes in handy
when there are a group of requests with similar issues. Instead of editing the requests one by one,
you can edit the details in a single shot.

To perform bulk edit,

1. From the request list view page, select the check box beside the request you wish to edit.
2. Click on Edit button. The edit request page opens to display the request id of the requests
that are grouped together to edit.
3. You can edit the request details, owner details, product and category details of the request.
4. Specify the Reason for Updating the Request in the given field. The specified reason will be
shown in the History tab in request details page.
5. Click Update button to save the changes.

Edit Request from Details page

To edit requests from the request details page,

1. Click on the Request tab in the header pane to open the request list view page.
2. Click the Subject link of the request you wish to edit.
3. From the request details page, click on Edit tab.
4. The request form opens in editable format with the values populated during creating the
request.
5. If you want to change the template of the request, select the template from the Template drop
down available on the top right corner of the page. You will get a confirmation message
stating that the new template you are trying to apply may have default vaules configured for
certain fields.

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If you would like to apply the values for all the fields then, click Apply for all fields button. Or
if you would like to apply only for fields without values then click Apply only for fields that
do not contain a value button. The values get updated to the fields.

6. Modify the details and specify the Reason for Updating the Request. This reason will be
shown in the History tab of the request.
7. Click Update button to save the changes.
You are also provided with an Edit button or the Inline Edit option to edit certain request properties.

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Deleting Requests

You can delete individual requests as well as group of requests in SupportCenter Plus.

To delete individual requests,

1. Click on the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to be deleted.

3. From the request details page, select More Actions drop down menu -> Delete option.

4. A dialog box pops up asking your confirmation on the delete operation.

5. Click Ok to proceed deleting. The request is deleted from the list and moved to trash.

6. Click Cancel to abort deletion.

To delete more than one request at a time,

1. From the request list view page, select the requests to be deleted from the list by enabling the
check box.
2. Click More drop down and select Delete option. A dialog box pops up asking your
confirmation on the delete process.
3. Click Ok to proceed. The requests are deleted from the list and moved to trash. For more
information, refer Trashing Requests.
4. Click Cancel to abort deletion.

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Trashing Requests

The deleted Requests will be moved to the Trash by default. The requests in the Trash will be
automatically deleted in the next 24 hours from the time of deletion. You can recover the requests in
the Trash, using the restore option.

Trashed requests:
• Requests that have been moved to the trash (deleted requests) will be removed from the
active request list. These trashed requests are considered as a separate set with separate
search options. Trashed Requests will not be listed in the active request list, requests search
result, and active request reports.
• The trashed requests cannot be modified, but can be deleted or moved (restore) back to the
active state.
• Any reply to an already trashed request will be added as a new request and not as a thread to
the existing trashed request.

SupportCenter Plus gives you an option to restore requests from the Trash List View or from the
Trash list View --> Request Details Page.

Restore Request from Trash List View

You can restore two or more requests from the Trash list view.

To restore requests,

1. Click on the Request tab in the header pane.

2. From the Requests view, click Trash from the left pane. All the trashed requests will be listed.
3. Select the requests to be restored by enabling the check box beside left side of each of the
request title.
4. Click Restore button. A confirmation dialog appears.
5. Click OK to proceed. The selected requests are restored.

Restore Request from Details Page

To restore request from the request details page,

1. Click on the Request tab in the header pane to open the request list view page.
2. From the Requests view, click Trash from the left pane. All the trashed requests will be listed.
3. Click the Subject of the request to be restored.
4. From the request details page, click Restore button displayed at the top of the page. A
confirmation dialog box opens asking your confirmation on restoring the request.

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5. Click OK to proceed. The selected request is restored and displayed under the 'All Request'
view.
Delete Trashed Request

The requests in Trash will be automatically deleted after 24 hours from the time of deletion. You can
even delete the request manually from Trash list view.

NOTE: You can even change the number of days after which the requests should be deleted from the
trash by changing the GlobalConfig table entry.

To delete individual requests,

1. Click on the Request tab in the header pane to open the request list view page.
2. From the Requests view, click Trash from the left pane. All the trashed requests will be listed.
3. Click the Subject of the request to be deleted.
4. From the request details page, click Delete button displayed at the top of the page. A
confirmation dialog box opens asking your confirmation on deleting the request.
5. Click OK to proceed. The selected request is permanently deleted from the application.

To delete more than one request at a time,

1. Click on the Request tab in the header pane to open the request list view page.
2. From the Requests view, click Trash from the left pane. All the trashed requests will be listed.
3. Select the requests to be deleted from the list by enabling the check box.
4. Click Delete button. A confirmation dialog box opens asking your confirmation on deleting the
request.
5. Click OK to proceed. The selected requests are permanently deleted from the application.

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Closing Requests

When the contact is completely satisfied that his/her request has been completely attended to and the
reported problem has been resolved by the support rep, then the request can be closed by the
support rep.

On closing the request a survey form is sent to the contact to rate customer satisfaction. You can also
close a request without sending the survey using Close without Notification option. To know more
on how to define s survey, refer Survey.

To close completed request,

1. Click on the Request tab in the header pane to open the request list view page.

2. Click on Subject link of the request to be closed.

3. From request details page, click Close drop down menu -> select Close option.

4. If you have enabled the option to send survey on completion of request, a survey form is sent
to the contact via mail.
Alternatively, you can also change the status field to Closed while editing the request. Refer Editing
Request to know more.

You can reopen a request from the closed state. To do this, open the closed request
Note in editable mode and change the status field from Closed to Open. The completed
date is removed on reopening the request. When this request is finally closed, the
completed date is updated and the Time taken to close is recalculated taking the
reopened period into account.

To close more than one request,

You can close all the completed requests in bulk from the request list view page,
1. Select the requests to be closed by enabling the check box in the request list view page.
2. Click on Close button. The selected requests are closed.

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Close without Notification

You also have an option to close the request without sending the survey form to the contact even
though Enable Survey option is enabled.

Say, On closing a request and sending a survey form to the contact via email, if the contact has
enabled auto reply system then a reply mail is generated and sent to SupportCenter Plus. This reply
mail in turn opens the closed request automatically.

Similar process continues even on closing this request. To stop this chain process, you can choose to
close a request without sending a notification to contact.

To close without notification,

1. From the request list view page, click on the Subject link of the request to be closed.
2. Click on Close drop down menu -> select Close without Notification option. Even if you
have survey, the survey form will not be sent to the contact.

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Merging Requests

You can merge two or more requests if the requests are related to each other, say two requests are
raised from a single contact regarding a similar product. These two requests can be merged as one
and a support rep can be assigned to this merged request.

1. The merge operation requires special permission that can be enabled under
Roles.

Note 2. If two different support reps had been assigned to the requests before the merging
process, then the support rep assigned to the parent request is the owner of the
merged request.

3. The due by time for the merged request is similar to the due by time of the parent
request.

4. All the notes and conversation thread for the child request is merged with the
parent requests.

SupportCenter Plus gives you an option to merge requests from the Request List View or from the
Request Details Page.

Merge Request from List View

You can merge two or more requests from the list view. While merging requests from the list view, the
oldest request becomes the parent and the other requests become the child.

To merge requests,
1. Click on the Request tab in the header pane to open the request list view page.
2. Select the list of requests to be merged by enabling the check box.
3. Click the More drop down menu -> select Merge option. A confirmation dialog appears.
4. Click Ok to proceed. The selected requests are merged.

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In the above image, the oldest request ( Request ID 6) is the Parent request while the other requests
become the child (Request ID 7, 8).

Merge Request from Details Page

To perform merge operation from the request details page,

1. Click on the Request tab in the header pane to open the request list view page.

2. Click the Subject of the request to be merged. This request is the parent request.

3. From the request details page, click the More Actions drop down menu -> select Merge
option. Merge this Request page opens,

4. You can search for specific request by providing a search string in Search for Request field.

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5. You can also select request based on filters from the Show combo box.

6. To confirm if the request to be merged is the correct one, you can view the request by clicking
the subject of the request. This request becomes the parent request.

7. Click on Merge Request icon to merge both the requests.

8. A confirmation dialog box opens asking your confirmation on the merge request operation.
9. Click OK to proceed. The selected request is merged and becomes the parent request.

Say for instance, you are in the request details page of Request ID 7 and you choose "Merge
Request" option under the Actions drop down to merge this request with Request ID 10. Request ID
10 becomes the parent request while Request ID 7 becomes the child.

Splitting Conversation as Requests

The conversation thread from the contact can be split into a new request. To split a conversation into
a new request,

1. In the request details page under Conversation block, click Expand All radio button
beside the contact conversation thread .

2. Click Split as New Request link. The request is split as a new request with consecutive
request id.

Note
1. Due by time is not mentioned for the split request.

2. Notes, tasks, conversation thread will not be available in the split request.

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Assigning Requests to Support Rep

All the unassigned requests raised in SupportCenter Plus can be assigned to Groups and Support
Reps. This increases the efficiency and turn around time of the support desk team. Hence reducing
the waiting period of the request as they are assigned and answered sooner by the support reps.

You can either pickup the request or assign it to support reps.

• Assigning request to Support Rep

• Picking up request

• Bulk assigning request

• Unassigning requests

Assigning request to Support Rep

Each request is owned by a support rep, who are responsible for handling the request until it is
closed. To assign a support rep,
1. Click on the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to be assigned a support rep.

3. From the request details page, click Assign drop down menu -> select Assign option. The
Assign Group and Support Rep page opens.

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You can either assign the request to a Group or to a Support Rep, or to a Group and Support
Rep.
4. Choose the Group of the request from the combo box.
5. Select the Support Rep under the selected Group to assign the request.

6. You can also a add note by enabling the Add Note check box.
7. Click Assign button.

8. Alternatively, you can also assign support rep using inline edit option. Click the support rep
name shown in the request details block. This opens the drop down box as shown below.
Select the support rep from the list and click the icon to select the support rep name else
click cancel icon.
9. When two users working on the same request tries to assign different support rep at the same
time, a warning message will be displayed in a pop up window as shown below. This
message will be displayed while trying to assign support rep using Request List view page
and Request Details page.

Picking up Request

You can self-pick up all the unassigned requests and assign the requests in your name. To pick up
requests,
1. Click on the Request tab in the header pane to open the request list view page.

2. Select the Subject link of the request you wish to pick up.

3. From the request details page, click on Assign drop down menu -> select Pickup option. The
request gets assigned to you.

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Bulk Assign Request

You can also assign more than one request to the support rep or to yourself. To assign requests in
bulk,

1. From the Requests list view page, select the requests to be assigned to a support rep by
enabling the check box.
2. Click the Select Support Rep drop down menu and select the name of the Support Rep
from the list. You can also assign the requests to yourself on selecting Myself from the list.

3. Click Assign button. The requests get assigned to the selected support rep.

Unassigning Support Rep

You can unassign a request from the support rep and move it back to unassigned status. To unassign
a support rep,
1. From the request list view page, click the Subject link of the request to be unassigned a
support rep.
2. From the request details page, click Assign drop down menu and select Assign option. The
Assign Group and Support Rep pop-up page opens .
3. Click the Choose Support Rep combo box and select NONE.

4. Click on Assign button. The request gets unassigned.

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Archiving Requests

You can archive closed requests and move them to separate storage state for a long-term retention. It
is most useful since thousands of accumulating active requests could hinder the performance of the
help desk on a longer run.

Archived requests:
• Requests that have been moved to the archived state (archived requests) will be removed
from the active requests list. These archived requests are considered as a separate set with
separate search options and reports. Archived Requests will not be listed in the active request
list, requests search result, and active request reports.

• The archived requests cannot be modified, deleted or moved back to the active state.

• Any reply to an already archived request will be added as a new request and not as a thread
to the existing archived request.

SupportCenter Plus gives you an option to archive requests from the Request List View or from the
Request Details Page.

Archive Request from List View

You can archive two or more requests from the list view.

To archive requests,
1. Click on the Request tab in the header pane to open the request list view page.
2. Select the requests to be archived by enabling the check box beside left side of each of the
request title.
3. Click More drop down and select Archive option. A confirmation dialog appears.
4. Click OK to proceed. The selected requests are archived.

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Bulk Archiving

From the request list view, you have an option to archive more than one request. Instead of archiving
the requests one by one, you can archive the requests in a single shot.

To perform bulk archiving,

1. Click on the Request tab in the header pane to open the request list view page.

2. From the request list view page, enable the select all check box beside the Subject field. A
message stating the number of requests selected in the current page and the total number of
requests yet to be selected appears.

3. Click the link in the message to select all the requests. All the requests will get selected and
some of the action buttons will be disabled.
4. Click Archive button. A confirmation dialog appears asking your confirmation on archiving the
requests.
5. Click OK to proceed. The selected requests are archived and will be available under the
'Archived Requests' view.

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Archive Request from Details Page

To archive request from the request details page,

1. Click on the Request tab in the header pane to open the request list view page.

2. Click the Subject of the request to be archived.

3. From the request details page, click the More Actions drop down menu -> select Archive
option.

4. A confirmation dialog box opens asking your confirmation on archiving the request.
5. Click OK to proceed. The selected request is archived and displayed under the 'Archived
Request' view.

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Once the request is archived, the associated Tasks, Events, and Time Entries will be moved to
archived state and cannot be made active. On archiving the request, the associated Tasks, Events,
and Time Entries will get deleted from the corresponding (Activities and TimeSheets) modules.

NOTE: If more number of Requests are to be archived at a time, there will be some time delay in
moving the Requests to Archived state.

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Request Details Page

The View Request page organizes the details of the request in a logical manner. To view the details
of a request,
1. Click on the Request tab in the header pane to open the request list view page.

2. Click on the Subject link of the request to be viewed. The View Request page opens.

If you have added any notifications under contracts to notify the support rep, and any advisory added
to the account, the same can be viewed at the top of the request details page. The various
notifications shown in the Request Details page are: advisory note added to the account, notification
stating the remaining hours/incidents left for the contract, contract expiry notification, and contract
renewed notification.

Contact Details

This block displays the Request id and Subject of the request, Contact details such as the Contact
Name, the Account, Phone and Mobile number, Status, Priority and Due Date for the request.

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From the Request View page, you can navigate to the Request List view page using the Back button

. The backward and forward arrows helps to view the previous and next requests.
You can also perform basic operations on the request like editing a request, closing a request,
assigning a request and replying to a request. From the More Actions drop down you can perform
further operations on the request such as adding notes, tasks, events, reminders, duplicating,
merging requests, moving requests and so on.

With JIRA integration in SupportCenter Plus, you can create tickets on JIRA by clicking on the Actions
Menu from Request Details page. [Refer JIRA Integration]

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With CTI integration in SupportCenter Plus, you can call your customers, saving time and effort in
replying to mails. [Refer Computer Telephony Integration]

If you have a Zoho Account, then you can avail the remote assistance feature and access your
customers machine from your desk. [Refer Remote Assistance]

You can also approve contacts from the View Request page. Whenever a new contact submits the
request through portal or drops a mail to SupportCenter Plus, the request gets added to the Request
module but the contact remains unapproved and indicated by the unapproved icon. To approve
these contacts and provide login permission to access customer portal select the appropriate option
from the Approval actions drop down.

NOTE: Once the contact is approved, an acknowledgement mail will be sent to the contact for all the
contact's pending requests.

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Viewing Request Details

The request tab displays the Subject and Description of the request. The Conversation added to the
requests can be viewed by clicking on the All Conversations link. To know more, refer Conversation.

In addition, the request details block also displays request properties like Status, Group, Category,
Sub Category, Item, Support Rep, Priority, Mode, Level, Created Date, Due Date, Product, Created
By and additional fields (if available). You can edit the request properties using Edit button beside the
Request Properties header or the Inline edit option to edit a specific request property. Say, you want
to change the support rep from Jake Thomas to Jennifer Doe, then click on the name of the support
rep and select the name from the drop down list.

If you have added any Notes to the request then the same can be viewed by clicking on the Notes
link. The notes are displayed in descending order of their date of creation. You have options to edit
and delete the notes.

The email addresses of the Cc recipients added by the support rep or contact can be viewed under
the Cc Recipients header. The email addresses under this header can be edited by clicking on the
Edit button beside the header. To know more, refer Auto CC Recipients.

You can add Tags to the requests which will help in improving the search capability by providing
accurate results. As many as tags can be added to the request.

Viewing Account Information

The account info tab displays the Contact Details, Account Details, and the Contract Details
associated with the Account. The Account details includes the Account Manager name and any
additional fields added to the account. Contract details such as Support Type, Support Plan, Contract
Covered and cost per hour is listed under this block.

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You can change the account for the request using the Change Account link. On clicking the link
opens a pop up window where you can select the account as well as the sub-account associated to
that account. You have an option to edit the contact details. Except for the account information, you
can edit the remaining fields.

Viewing Resolution

Resolution is a documented information on how the issue was resolved. This documented information
is very useful to resolve similar issue and can be saved in the knowledge base. You can search for
resolutions from the database using the Search Solutions link. You can also change the status of the
request from the Status drop down. In addition you can enter the time spent details for the request by
selecting the Add Time Entry check box.

Time Entry Details

You can view the Time Spent details for the request under this block. You are also provided with an
option to Add Time Entry for the request.
1. Click on the Add Time Entry button to open the Add Time Entry page.

2. The Subject and Contract details is displayed at the top of the page.

3. By default, the support rep assigned to the request is displayed in Support Rep drop down
box. If required, you can choose the support rep from the drop down list. This field is
mandatory.
4. Select the Time Entry Type. Say, If the support rep has provided necessary information on
the product to the requester then the support rep can specify the Time Entry Type as Product
Consulting. You have an option to also Add New time entry type.

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5. Select the date and time when the request was Executed using the calender icon. This field is
mandatory.
6. Specify the total Time Taken to Resolve the request in Hours and Minutes.
7. Select the Rate type from the drop down. The cost per incident or hour specified and added
to the Support Plan is displayed automatically.
8. If there are any Additional Cost, then the same can be provided in the field.
9. The Total Cost in $ is automatically populated on entering the above two fields.
10. By default the Billable check box is selected. If you wish to make the time entry as non-
billable, clear the Billable check box, else leave the selection as is.

NOTE: If you clear the Billable check box, the time entry will be marked as non-billable and
the hours/incident will not be deducted from the contract.
11. Specify the Description about the time spent details in the given text box.
12. Click Save. The time entry gets added under time entry tab.
13. To print the time entry details, click Print TimeSheet link.

NOTE: The Print TimeSheet link will appear on saving the time entry details.

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Viewing Activities for the request

The Activities tab appears if there are any tasks or events associated to the request.

You also have an option to add new tasks and events from this page. To view the details of the tasks
and events, click on the Title link. The page redirects to the Activities tab, from where you can
perform edit and delete operations. To know more on adding new tasks and events, refer Add Tasks
and Add Events.

Viewing Approvals for the request

The Approvals tab appears if the request is submitted for approval to the manager. All mails sent for
approval is listed in descending order with details like Sent On, Sent by and Status of approval.

Viewing History

Every action performed on a request from the time of its creation can be viewed in the History tab.
The details displayed in the history tab are in the descending order with the recently performed action
shown at the top of the page and the earlier action at the bottom of the page.

The history details can also be viewed with the help of predefined filters available under the Filter
drop down. To filter history details, click on the Filter drop down and select the check box beside the
filters on which you would like to view the history details. In addition, you can sort the history details
based on the Oldest Activity first or Recent Activity first. By default, the history details are sorted in

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the order of date, with the latest activity displayed first. To change the order, you can choose the
corresponding option from the Sort drop-down.

Any changes made to the request like Note update, Resolution update and CC Recipients update can
be viewed with the help of View Changes link. Clicking on the link will pop up a window with two
panes, left pane with older content and right pane with new content. The View Notes and View
Resolution links allow you to view the newly added notes and resolution respectively.

Time Spent Report

The Time Spent Report tab graphically displays the time spent on the request when placed at
different Status by Support Reps and Groups.

If the request is handled by multiple Support Reps and Group, the accurate time spent by an
individual or a Group on the request will be displayed in this tab. It also displays the actual Resolution
Time specified for the request, the SLA Overdue Time, and the Actual Time Spent on the request by
Group and Support Rep.

A horizontal bar chart represents the time spent on a request (Operational Hours only) with respect
to Status, Group, and Support Rep of the request. Other activities such as Support Rep assignment,
Group assignment and Status change is also shown along the chart. You can hover over the chart to
view the actual time taken for the request over a time period along with the start date and end date.
If the request is handled by the Support Rep more than once, then the different time details can be
viewed by clicking on the Details link.

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Request Conversations

All the mail transactions between the support rep handling the request and the contact can be viewed
as Conversations in the request details page. The conversation are thread in ascending order of time
as and when a reply is received for the request.

Representation of Icons in the Conversation block.

• - reply sent by the support rep to the contact

• - response sent by the contact

• - file is attached in the conversation thread

• - Conversations between the support reps. These are private conversations and cannot be
viewed by the contact.

• - Conversation between the support rep and the contact. These are public conversation and
can be viewed by the contact.

• - note added to the request

• - quoted text

• - view history of conversations

• - split as new request

• - delete conversation

• - edit note

• - delete note

You have an option to view All Conversations, Notes, or conversations along with System
Generated Replies. The conversation thread between the support rep and contact are public
conversations whereas the conversation thread between two support reps fall under private
conversation. By default upto three conversations can be viewed in the list. If the conversation thread
is more than five, then except the last three conversations, all the previous conversations will be
displayed in a folded style. Clicking on the 'Previous conversations' link unfolds all conversations. This
enables the support reps to easily navigate through the conversations. You can also click on quoted
text icon to view or hide the quoted contents.

NOTE: The conversations list view count can be increased by changing the GlobalConfig table entry.
For example, if you would like to view upto ten conversations in the list, change the number of count

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to be displayed in the GlobalConfig table. For more information on the GlobalConfig query, send a
mail to our support team [email protected].

The actions such as reply, forward, mark as private and so on can be performed from the Actions
drop down provided at the top of each conversation. If the conversation has any attachments, then
the Attachments link will be displayed at the top of the conversation. Clicking on the Attachments
link takes you to view the attachments.

The Notes added to the conversations can be viewed by clicking on the Notes link. You also have
options to edit and delete the notes.

The system generated replies can be viewed by selecting the Show System generated replies
check box.

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Making a Public conversation as Private

Public Conversations by default are conversations between the support rep and the contact, and can
be viewed under All Conversations

You also have an option to make the public conversations as private,

1. Click the conversation which you would like to make it as private.
2. Click on the Actions drop down.
3. Select Mark as Private option.
4. The conversation is made private and is indicated with the Private icon .

Making a Private conversation as Public

If the support rep is unable to resolve a request and requires further assistance, then the support rep
has an option to forward the request to other support reps. By default, the forward sent by the support
rep are made private in the conversation thread. Hence the conversation thread between the support
reps cannot be viewed by the contact.

If the conversation thread between the support reps involve a solution to the request then you have
an option to mark a private conversation as public. To make the conversation as public, select Mark
as Public option from the Actions drop down. The conversation is made Public and is indicated with
the icon .

Split As New Request

The conversation thread from the contact can be split into a new request. To split a conversation into
a new request,
1. Click the All Conversations link. Click on the contact conversation thread .
2. Click the Actions drop down and select Split as New Request option. The request is split as
a new request with consecutive request id.

Edit Note

You can edit a specific note added to the request. To edit a note,
1. Click the Notes link. Click on the note icon which you would like to edit.
2. Hover over the note to edit. Click the edit icon . This opens the note in the text box as
shown below.

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3. Edit the note as required.

4. Click Update.

Delete Note

You can edit a specific note added to the request. To edit a note,
1. Click the Notes link. Click on the note icon which you would like to delete.
2. Hover over the note to delete. Click the delete icon . A confirmation dialog box appears.
3. Click OK to proceed. The note is deleted from the conversation thread.

Delete a Conversation

You can delete a specific conversation from the contact. To delete a conversation
1. Click the All Conversations link. Click on the contact conversation thread .
2. Click the Actions drop down and select Delete option. A confirmation dialog box appears.
3. Click Ok to proceed. The conversation is removed from the conversation thread.
You also have an option to View the Child Request History by selecting the View History option from
the Actions drop down.

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Start/Stop Request Timer

If a support rep is unable to close a request due to lack of necessary information and resources or if
the support rep is unable to identify the problem, then the support rep can move the request to On
Hold Status.

On moving a request to On Hold status, the timer for the request is put to a halt. So if the due by time
is specified for a request, the time interval for which the request is put On Hold is added to the due by
time of the request, on starting the request timer. This avoids unnecessary SLA violation which
reflects the efficiency of the support team.

1. You can add Status which reflects the request timer under Admin -> Helpdesk
Customizer -> Status
Note
2. You can also change the status of a request to On Hold/Open by performing Inline
edit or Edit operation.

3. You cannot stop and start timer for requests that are overdue.

Stop Request Timer

To stop the request timer for a request,

1. Click the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to be moved to On Hold status.

3. From the request details page, select Actions drop down menu -> Stop Timer option. The
Add Reason pop up window opens.

4. Enter the relevant reason for stopping the timer in the given text field.

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5. Click Add.

The request is moved to On Hold status. The reason for stopping the timer is appended to the request
history.

Start Request Timer

To restart the request timer for a request,

1. From the request details page, select Actions drop down menu -> Start Timer option. The
Add Reason for start timer pop up window opens
2. Enter the relevant reason to stop the timer in the given text field.
3. Click Add.

The request is moved to Open Status. The reason for starting the request timer is appended to the
request history.

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Adding Notes

You can add addition information which includes technical information based on your observations or
information to support reps for a particular request using the Add Notes option. You can also add
notes to update the status of the request.

Notes can be added either from the request list view or from the request details page. To add notes
from the request list view, refer Request List View.
1. Click on the Request tab in the header pane to open the request list view page.

2. Click the Subject of the request to which you would like to add a note.
3. From the request details page, select More Actions drop down menu -> Add Notes option.
The Add Note window pops up displaying the Request Id.

4. Enter the content in the text box as show above.

5. The note added can be made public or private.

• Public Notes: Public notes can be viewed by the contact and support reps

• Private Notes: Private notes can be viewed only by the Support reps.

6. By default, the notes are private, but can be made public on selecting Show this notes to
Contact also check box.

7. You can also notify the support reps about the addition of note on selecting E-mail this Note
to Support Reps check box. By default the support rep assigned to the request is displayed

in the text box. If you would like include other support reps, click button and select the
support reps by enabling the check box beside the support rep. Click OK.

NOTE: By default this option is selected. If the logged in Support Rep and the assigned
Support Rep for the request are the same, then this option will not be selected.
8. Click Add Note button. The note is added at the bottom of the request along with a date and
time stamp. The name of the person who added the note is also displayed.

You can add any number of notes to a request. The added notes is displayed in the
descending order with recently added note first. You also have options to edit and delete the
notes.

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Adding Attachments

Any document related to the request can be attachment to the request. The attachments can be
uploaded while creating a request or you can add attachment while updating a request.

To add attachment from the Request Details page,

1. Click on the Request tab in the header pane to open the request list view page.
2. Click the Subject of the request to which you would like to add attachment.

3. From the request details page, select More Actions drop down and select Add Attachment
option. The File Upload window pops up.

4. Click Browse button and select the file to be attached.

5. Click Open button. The selected file get attached to the request.

6. If you have more than one file to attach repeat steps 3 to 5.

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Adding Tags

Tags are keywords you can add to requests to search them easily. You can add tags only after the
request is created. You can add any number of tags to a request, but add one tag at a time.

Tags can be added from the Request Details page,

1. From the Request Details page, click Add button beside the Tags header below the Cc
Recipients section.

2. Enter the tag name in the text box and click icon. The tag will get added to the request.

3. If you want to remove any tag from the request, click the icon next to the tag.

Searching Requests using Tags

In the Global Search, enter the tag name to find the relevant requests. For more information, refer
Performing a Global Search.

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Adding Reminders

You have an option to add reminders for a request using Add Reminders option. All the pending tasks
specific to the request can be added as reminders. On adding, these reminders get displayed under
My Reminders in the Home page.

To add new task to the reminder list,

1. Click on the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to add reminder.

3. From the request details page, select More Actions drop down menu -> Add Reminder
option. The Reminders page opens.

4. Specify the summary in the provided text field.

5. Select the Date and Time for the reminder. The date field is set to today's date and the time
is set by default as 11:00 AM. Change the date and time settings.

To change the date, select the calender icon and choose the date of your choice. From the
time drop down box, choose the time at which the task is scheduled.
6. Select the reminder duration say before 1 hr or 2 hr from the Remind me before combo box.
By default the message would be Never.

7. Click Add. The new reminder is added to the Reminders list in the home page.

To know how to perform further actions on the reminder such as changing the status and deleting the
reminders, refer Reminders.

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Move Request across Business Units

ManageEngine SupportCenter Plus provides you the option of moving requests across business
units. The requests can be moved across business units under many circumstances. For example, a
misplaced request can be moved to its correct business unit using Move Request feature. Consider
two business units - Acme IT and Acme Retail. If a customer unknowingly raises a request related to
Acme IT in Acme Retail then it can be moved to its correct business unit (Acme IT) using the Move
Request feature.

The Move Request feature will be available only when multi tenancy is enabled and two or more
business units are configured in the application. [Refer "Configuring Business Units" for more
information.]

From the Request module you can:

1. Move Request to another Business Unit as a New Request (or)

2. Move Request to another Business Unit as a New Request and Assigning values to the fields

In the first Move option, the request will be moved to the target business unit as a New Request.

In the second Move option, in addition to creating a new request, allows the Support Rep to select or
assign values to the fields in the target business unit. The Support Rep can also assign values to
Additional fields in the target business unit. The default request template of the target business unit
will be applied to the moved request.

Moving Request

To move a request:
1. Click Requests tab in the header pane to open the request list view page.

2. Click the Subject link of the request you wish to move.

3. Select Move Request option from the More Actions drop-down menu. The Move Request
pop up window is displayed.

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Note The move request option will be displayed under Actions drop-down, if you have
enabled multi tendency through Business Units and if the application has more than
one Business Unit configured. [Refer Configuring Business Units for more
information.]

4. Select a business unit from the Select the Business Unit you want to move the request
to: drop down.

5. Click Move if you want to move the request without changing the request properties to the
selected business unit. A confirmation message is displayed.

6. Click OK. The request is moved to the target business unit.

Note: The request properties such as contacts, accounts, subject, description, attachments,
and conversations will be moved to the target business unit.

7. Or click >> Map fields & Move if you want to map the fields for target business unit. The
Select the fields to Update and Move section is displayed with Common Fields, Source
Business Unit, and Target Business Unit fields.

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8. Select the values in the Target Business Unit field and enter values for the additional field in
the Additional Fields - Target Business Unit fields.

Note: The request properties such as status, priority, category, etc., will be available to assign
values for the target business unit. The other properties such as contacts, subject,
description, attachments, conversations, time entries, approvals, and resolutions will be
moved along with the request.

9. Click Move. A confirmation message is displayed.Click OK.

10. The request is moved to the target business unit and an email notification is sent to the
contact.
Note:

1. After the field values are assigned for the request, the request is moved from source
business unit to target business unit. The request field values are updated in the
target business unit based on the default request template which is applied in the
target business unit. For example, if the Category field is assigned with the value in
source business unit, then the value for the Category field will get updated only if the
default request template of the target business unit has the Category field.
2. An email notification will be sent to the contact, if the option is enabled under
notification rules to alert the contact when a request is moved to another business
unit.

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To move bulk requests:

1. Click Requests tab in the header pane to open the request list view page.

2. Select the check box beside the subject of the request you wish to move.
3. Click More drop down menu and select Move to option. The Move Request pop up window is
displayed.
4. Select a business unit from the Select the Business Unit you want to move the request
to: drop down.
5. Click Move. A confirmation message is displayed.

6. Click OK. The request is moved to the target business unit.

Note: During bulk movement of request, you cannot map fields for the target
business unit.

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Duplicate Requests

If a single request involves multiple issues and to solve the issues it requires more than a single
support rep then the request can be duplicated and each duplicated request can be assigned to
different support reps. Unlike tasks, where the owner of the request assigns tasks to different support
reps, duplicating the request makes it easier for the support rep to take ownership and complete the
tasks independently.
1. Click the Request tab in the header pane to open the request details page.

2. Click the Subject link of the request to be duplicated.

3. From the request details page, select More Actions drop down menu -> Duplicate Request
option. The Duplicate Request window pops up,

4. Select the Number of Copies from the drop down list. The maximum value you can select is
9. If you need more than 9 copies of the request, then you need to invoke Duplicate Request
again.
5. Click Duplicate button. The copies of the request is assigned with a new request ID that
uniquely identifies them. The rest of the information such as the Subject, Description and the
request parameters, is retained as it is.

1. Any Notes, Tasks or Conversation thread added in the original request will not be
present in the duplicated request.
Note
2. The Created Date and Due by Date is different from that of the original request.

3. You can edit the content to specify only necessary information and assign the request
to appropriate support reps.

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Link Requests

Linking Request option allows you to relate requests to one another and set some references
between them. This feature is useful when more than one request is raised with the similar problem.
When requests are linked, one of the request becomes the "Reference request" and the other
requests are the "Linked requests".

Link Request from the Request List View page

To link two or more requests from the Request List View page,

1. Click on the Request tab in the header pane.

2. From the Request List View page, select the requests that need to be linked by selecting the
check boxes.

3. Click Actions drop down and select Link Requests option.

4. The Link Request pop up appears. By default, the earlier created request is selected in the
drop down. But you can select any of the requests to be set as ‘Reference Request’ from the
drop down list.

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5. If you would like to remove any of the selected request before liking, click on the icon
beside the request ID.
6. Specify any relevant comment about linking requests in the Comments text box.
7. Click Link Requests button to link the requests. Here, the request selected in the Link
Request pop up becomes the ‘Reference Request’ and the other selected request becomes
the ‘Linked Request’.
Once the requests are linked, the Reference request and Linked request will be indicated by different
icons in the request list view page. By clicking on the Reference request icon , the Linked Requests
screen pops up and by clicking on the Request ID of the linked requests, one can navigate to the
requests linked to the current request. Options to remove links between requests are also provided
here.

When you click on the Linked request icon , the Linked Request screen pops up displaying the
details such as request id of the linked request, linked to request id (reference request id), linked by,
and comments. You will also have an option to remove link between requests.

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Link Request from the Request Details page

To link two or more requests from the Request Details page,

1. Click on the Request tab in the header pane.

2. From the Request List View page, click the Subject link of the request you want to link. This
opens the Request Details page.
3. In the request details page, click More Actions drop down and select the Link Requests
option. This opens a pop-up window with a list of requests.
4. Select the requests that need to be linked by selecting the check boxes.
5. Specify any relevant comment about linking requests in the Comment text box.
6. Click the Link Requests button to link the requests. Here, the request through which the
linking is made becomes the "Reference request" and other selected request are its "Linked
request".

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7. Once the requests are linked, all the linked request can be viewed by clicking on the Linked
Requests button available in the Request Details page. The Linked Requests screen pops up
and by clicking on the Request ID of the linked request, you can navigate to the requests
linked to the current request.

8. If you would like to remove the link of any of the linked request, hover over the request, the
Remove link appears. Click Remove link to remove link between the requests.

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Attributes of Reference Request and Linked Requests:

• Any Linked request can be associated with only one Reference request at any time.

• If a Reference request (A) is made as the Linked request of a new Reference request (B),
then all the Linked requests earlier associated to Reference request A will be linked to the
new Reference request (B).

• If a Request request (A) has a Linked request (B) and when you try to link a new request (C)
with Linked request (B), then while linking:

• If request (C) is selected as a Reference request, then the request (C) becomes the
new Reference request and request (B) becomes the Linked request for (C) and (B)
is no more linked to Reference request (A).
• If request (B) is selected as a Reference request, then the request (C) is added as
Linked request along with (B) for the Reference request (A).

• Even though requests are linked to a Reference request, they will still be considered as
independent requests with their own SLA, Business Rules, and so on.

• Links between requests can be added, modified and also removed. Each of these operations
will be recorded in the request History.

• Links can be created between requests belonging to different request templates.

• Closing and re-opening of requests is independent to both Reference and Linked requests.

• Requests cannot be linked through API or E-Mail Command features.

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Printing Requests

You can print and preview the entire request content using Print Preview option. To print a request,
1. Click on the Request tab in the header pane to open the request list view page.
2. Click the Subject link of the request to be printed.
3. From the request details page, select More Actions drop down menu -> Print Preview
option. The pop up of the request in printable format opens. The page displays request
details, resolution and request history of the request.
4. Click Ctrl + p to print the request.

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Mark as First Response

Once the support rep replies for the request to the contact through mail, the responded date and time
is updated automatically in the Request Details page. Instead if the support rep replies for the request
through phone call then the support rep can select Mark as First Response sent from the Actions
drop down to update the responded date in the Request Details page.

To mark as first response sent:

1. Click the Requests tab in the header pane to open the request list view page.

2. Click the Subject link of the request for which you want to mark the first response.

3. From the request details page, select Actions drop down menu -> Mark as First Response
sent option.

4. The Responded Date field appears with the date and time in the Request Details page.

Note
Once the support rep replies for the request, the Mark as First Response sent
option will not be available in the Actions drop down.

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Canned Responses

Canned Response are pre defined email notification for frequent replies, with which the support reps
can reply to emails with ease. Other than customized template for individual mails [refer notification
rules], canned response can be sent to the frequently raised requests. It reduces the response time
and also provides a personal touch to the request. The response can be made private or public
according to your convenience. You can add, manage and share a canned response.

Manage Canned Response

Manage Canned Response gives the list view of all the available canned response along with its
template name and access ability. From the this page you can add, edit and delete the canned
response.
1. Click on the Request tab in the header pane to open the request list view page.
2. Click the Subject link of a request.
3. From the request details page, select More Actions drop down menu -> Manage Canned
Responses option under Canned Responses block. The page opens to view the list of
available canned response. From this page, you can add, edit and delete a canned response.

Add New Canned Response

To add a new canned response,

1. Click on Add New Canned Response link available on the right hand side of the
page. The New Canned Response page opens.

Note 1. You can also add a New Canned Response from Add New drop down link.

2. Alternatively, you can also add a new canned response from Actions drop
down menu -> Add New Canned Response option.

2. Specify a unique Name for the canned response. This field is mandatory.

3. Enter a brief Description of the canned response in the field provided.

4. You can customize the Subject and Message content by typing the text of your
choice and also adding other variables that you wish to display as a part of the
subject or message content.

5. Click the corresponding variable from the list box beside the respective field to add
variables.

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6. The response can be made either private or public accordingly to your convenience.
You can share the canned response with other support reps by enabling Allow all
Support Reps to access this template check box.
7. Click Save. If you do not wish to add a canned response then click Cancel.

Editing Canned Response

You can edit the canned response from the manage canned response list view page. To edit
a canned response,

1. Click the Edit icon beside the Template name you wish to edit.

2. From the Edit Canned Response form, edit the details and Save the changes.

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Deleting Canned Response

You can delete the canned response from the manage canned response list view page. To
delete a canned response,
1. Click the Delete icon beside the Template Name you wish to delete. A pop up
window confirming the delete operation appears.
2. Click Ok to proceed. The template is deleted from the available list.

Replying via Canned Response

You can reply to a request (frequently raised) using canned response by,
1. From the request details page, click Reply button to open the Reply To Contact pop up.
2. By default, the Subject and the Description fields are pre populated with the specified
values.
3. If the email address of the contact is specified in the application then the same is populated in
the To field.
4. You can also send the same information to more than one person by specifying the mail
address in CC field.
5. If you do not wish to disclose the recipient then specify the mail address in the BCC field.
6. Click Attach a file button to attach relevant files.
7. Select Canned Responses drop down to open the list of available canned response.
8. Select the canned response you wish to use from the list. A alert message stating that the
Subject and description field will be overwritten appears.
9. Click Ok to proceed.
10. The customized subject and message content is displayed.
11. Click Send to send the mail to the concern person. Click Save if you wish to save the mail to
edit it in future.
12. Click Save and Send for review if you wish to save the mail and send it for review to the
concern authority. Enter the mail address of the concern authority to review the reply in the
To field.

If you do not wish to reply to the request, click Cancel.

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Adding Resolution

Resolution is a documented information on how the issue was resolved. This documented information
is very useful to resolve similar issue and can be saved in the knowledge base. You also have an
option to search for resolutions from the solutions database using the Search Solutions link.

To add resolution for a request,

1. Click the Requests tab in the header pane to open the request list view page.

2. Click the Subject link of the request to add the resolution.

3. From the request details page, click on the Resolution tab and click Add Resolution link
[OR]

Select More Actions drop downmenu -> Enter Resolution option.

4. Check if resolution already exists for the request, if not enter the resolution.

5. You can search for solutions that might help you resolve the issue described in the request
using Search Solution link. To know more refer Search Solutions.

6. You can change the status of the request from the Status drop down.
7. To add the Time Spent Entry for the request, enable Add Time Entry check box. To know
more on adding a Time Entry, refer Time Entry.

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8. Save the resolution. You can see the resolution getting displayed in this page else click Save
and Close button.
9. If you wish to add the resolution to the solutions database, then click Save and Add to
Solutions.

1. The page navigates to the New Solution form where the Subject and Content fields
are populated automatically.
2. You can Attach relevant files to the solution.

3. Select the relevant parent topic from Topic drop down menu.

4. If required enter keywords for the solution in Keywords text box.

5. You can also publish this solution in Self-Service Portal on enabling the check box.

Edit Resolution

You can edit the existing solution using Edit Resolution option.
1. From the request details page, click the Resolution tab.

2. Click Edit link on the right hand side of the page. The resolution page opens in editable
format.
3. Modify the details and Save the changes.

Alternatively,

1. From the request details page, select More Actions drop down menu -> Edit Resolution
option.

2. The resolution page opens in editable format.

3. Modify the details and Save the changes.

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Search Solutions

From the request, you can search for solutions that might help you solve the issue described in the
request.

To search for solutions,

1. Click the Requests tab in the header pane to open the request list view page.
2. Click the Subject link of the request for which you want to search for solution.

3. From the request details page, select More Actions drop down menu -> Search Solutions
option. The search solutions page with a Search text box opens as shown below.

4. Provide a search string in the Search text field and click Search or press Enter. The
solutions that match the search string is displayed.

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Submit For Approval

If a request requires formal approval from the manager before you act upon it, you can submit the
request for approval using this option. On submitting a request for approval, an Approval tab appears
in the request details page. Your manager will receive a Request for Approval mail with a link to
approve or reject the request.

To submit the request for approval,

1. Click the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to send for approval.

3. From the request details page, select More Actions drop down menu -> Submit for
Approval option. The Submit For Approval page.

4. Specify the To address. This field is mandatory.

5. If required you can edit the Subject and specify relevant subject text in the given field. This
field is also mandatory.

6. Specify the relevant Description in the given text field. The $ApprovalLink is a variable and
should be available in the mail to replace the variable with the link where you have the
request details.
7. Send the mail for approval.

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On sending the mail, the manager receives a Request for approval mail with a link. Clicking on the
link opens a form with Approve and Reject option along with the request details.

The manager has to Approve or Reject the request based on the requirement. And save the details.

An Approvals tab appears in the request details page beside the History tab. All the mails sent for
approval is listed in descending order with details like Sent On, Sent To and Status of approval.

Once the request is approved by the manager the status of the request changes to Approved. If
rejected by the manager the status of the request changes to Denied as shown below,

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View Contact Details

While attending to a request, you might want to contact the customer for additional information. To
view the contact details,

1. Click the Request tab in the header pane to open the request list view page.
2. Click the Subject link of the request for which you want to view the contact details.
3. From the request details page, select More Actions drop down menu -> View Contact
Details option. The Contact Details page pops up.

Contact Details pop up contains details such as, name of the contact, job title, email address,
phone and mobile number of the contact, Account to which the contact belongs and
Description.

Alternatively you can also view the contact details by clicking on the contact name in the
request details page as shown,

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View Requests by Contact

You can view all the requests raised by a contact from the request details page. Say, you are
resolving a request raised by Sharon Harper and would like to view all the request she has raised into
SupportCenter Plus application then,
1. Click the Request tab in the header pane to open the request list view page.

2. Click on the Subject link of the request.

3. From the request details page, select More Actions drop down menu -> View Requests by
Contact option. All requests raised by Sharon Harper is listed.

From this page, you can view the requests list based on filters and also view the details of a
request by clicking on the Subject link.

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Replying to the Contact

Sending a response to the contact is required when a new request is received. Also, when a support
rep is ready to close a request, the same can be notified to the contact so that if the contact has any
concerns about the same, he/she can raise the issue. The support rep can then address the issue
and close the request after the contact is completely satisfied.

To respond to the contact,

1. Click the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to be replied.

3. From the request details page, select Reply drop down menu -> Reply option. The Mail to
Contact form pops up.

Alternatively, you can click the Reply link below the Description from the request details page.
4. The From address is pre populated with the Reply-To mail address configured under Mail
Configurations under Admin module.

5. If the email address of the contact is specified in the application then the same is populated in
the To field.

6. You can also send the same information to more than one person by specifying the mail
address in CC field.

7. If you do not wish to disclose the recipient then specify the mail address in the BCC field.

8. By default, the Subject and Description fields are pre populated with the specified data.

Warning
While editing the subject of the email, ensure that the request ID value remains
intact with the # symbols beside it.

9. You can customize the message and content using Canned Response. Select the Canned
Response from the available list. A message alert stating that the Subject and Description
fields will be overwritten appears. Click Ok to proceed. To know more refer Canned
Response.

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10. You can insert solutions directly into the application using Insert Solution link. Select a
Topic. The corresponding solutions title under the topic is displayed. Click Insert Solution
link beside the specific topic. The solution is added automatically as the message content.

11. Click Attach File(s) to add files as attachments to the mail.

12. Click Send to send the mail to the concern person. You also have an option to change the
status of the request and send it to the concern person. If you would like to set the status of

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the request, click the icon beside Send button and select Send and set status option,
then select the Status from the drop down which you wish.

13. You have an option to Save the request as draft. The email saved as drafts can be viewed,
edited, deleted and sent for review from the request details page as shown below,

14. Click Save and Send for review if you wish to save the mail and send it for review to the
concern authority. Enter the mail address of the concern authority to review the reply in the
To field.
The responses that have been sent to the contact can be viewed as conversations in the request
details view.

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Forwarding Requests to Support Reps

If the support rep is unable to resolve a request and requires further assistance, then the support rep
has an option to forward the request to other support reps. The conversation thread between the
support reps are private and hence cannot be viewed by the contact. To know more, refer Request
Conversations.

To forward a request,
1. Click the Request tab in the header pane to open the Request list view page.

2. Click the Subject link of the request to be forwarded.

3. From the request details page, select Reply drop down menu -> Forward the Request
option. The Forward Request page pops up.

4. The From address is pre populated with the Reply-To mail address configured under Mail
Configurations under Admin module.
5. If the email address of the contact is specified in the application then the same is populated in
the To field.

6. You can also send the same information to more than one person by specifying the mail
address in CC field.

7. If you do not wish to disclose the recipient then specify the mail address in the BCC field.

8. By default, the Subject and Description fields are pre populated with the specified data.

Warning
While editing the subject of the email, ensure that the request ID value remains
intact with the # symbols beside it.

9. You can customize the message and content using Canned Response. Select the Canned
Response from the available list. A message alert stating that the Subject and Description
fields will be overwritten appears. Click Ok to proceed. To know more refer Canned
Response.

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10. You can insert solutions directly into the application using Insert Solution link. Select a
Topic. The corresponding solutions title under the topic is displayed. Click Insert Solution
link beside the specific topic. The solution is added automatically as the message content.

11. Click Attach File(s) button to add files as attachments to the mail.

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12. Click Send to send the mail to the concern support rep.
13. You also have an option to Save the request as draft. The email saved as drafts can be
viewed, edited, deleted and sent for review from the request details page as shown below,

14. Click Save and Send the request for review if you wish to save the mail and send it for
review to the concern authority. Enter the mail address of the concern authority to review the
reply in the To field.

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E-mail the Support Rep

A support rep can be notified when a new request is assigned or an already existing request is
reassigned to him/her using this option.

To email a support rep,

1. Click the Request tab in the header pane to open the request list view page.
2. Click the Subject link of the request to be replied.

3. From the request details page, select Reply drop down menu -> E-mail the Support Rep
option. The Mail to Support Rep form pops up.

4. The From address is pre populated with the Reply-To mail address configured under Mail
Configurations under Admin module.
5. If the email address of the contact is specified in the application, then the same is populated
in the To field.

6. You can also send the same information to more than one person by specifying the mail
address in CC field.

7. If you do not wish to disclose the recipient then specify the mail address in the BCC field.
8. By default, the Subject and Description fields are pre populated with the specified data.

Warning
While editing the subject of the email, ensure that the request ID value remains
intact with the # symbols beside it.

9. You can customize the message and content using Canned Response. Select the Canned
Response from the available list. A message alert stating that the Subject and Description
fields will be overwritten appears. Click Ok to proceed. To know more refer Canned
Response.
10. You can insert solutions directly into the application using Insert Solution link. Select a
Topic. The corresponding solutions title under the topic is displayed. Click Insert Solution
link beside the specific topic. The solution is added automatically as the message content.
11. Click Attach File(s) button to add files as attachments to the mail.
12. Click Send to send the mail to the concern support rep.

13. You have an option to Save the request as draft. The email saved as drafts can be viewed,
edited, deleted and sent for review from the request details page as shown below,

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14. Click Save and Send the request for review if you wish to save the mail and send it for
review to the concern authority. Enter the mail address of the concern authority to review the
reply in the To field.

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SMS the Support Rep

You can also notify the support rep through SMS when a new request or an already existing request
is assigned to him/her using this option.

To send an SMS to a support rep,

1. Click the Request tab in the header pane to open the request list view page.
2. Click the Subject link of the request to be replied.

3. From the request details page, select Reply drop down menu -> SMS the Support Rep
option. The Mail to Support Rep form pops up.

4. The From address is pre populated with the Reply-To mail address configured under Mail
Configurations under Admin module.
5. If the SMS Id of the contact is specified in the application then the same is populated in the
To field.

6. You can also send the same information to more than one person by specifying the SMS Ids
in CC field.

7. If you do not wish to disclose the recipient then specify the SMS Ids in the BCC field.
8. The Subject field is pre populated with the request Id.

9. The Description contains the contact name, due by date and title of the request. You can
modify the Subject and Description as required.
10. Click Attach File(s) to add files as attachments to the mail.

11. Click Send. You have an option to Save the request as draft and Save and Send the
request for review. The email saved as drafts can be viewed, edited, deleted and sent for
review from the request details page.

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Importing Requests from XLS file

ManageEngine SupportCenter Plus provides an easy-to-use XLS import option to import bulk
requests from your existing application or even from other applications. The total size of the XLS file
that you are importing should not exceed 20 MB.

Apart from this import option, you also have other import options in SupportCenter Plus such as
"Importing Account & Contacts from CSV file", "Importing Products from CSV file" and "Importing
Sales Details from CSV file".

To import requests from XLS file,

1. Click on the Requests tab in the header pane to open the Request List view.

2. Click Import Requests button to import requests from XLS. This opens the Import Requests
page.
Below are the steps to import requests from XLS file.

Step 1: Upload XLS file

1. Click on Choose File button to select the XLS file.
2. On choosing the XLS file from the File Upload window, click Open. The name of the file
appears automatically beside the Choose File button.

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3. Click Next button.

NOTE: A sample XLS file can be downloaded by clicking on the Download XLS file link.

Step 2: Map fields

In this step you can map the SCP fields with the corresponding XLS fields to make sure the request
values are transferred properly. The field names of the XLS file are populated in the drop down boxes
beside the each field label in SCP.

To map fields,
1. Select the XLS Sheet Name from the drop down. The total row count of the selected sheet
will be displayed beside the field. If the selected sheet contains no rows, then an alert
message will be displayed.

2. Map the application request fields with the field names from (selected sheet) the XLS file. Any
additional fields added for the request will also be displayed.

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3. Select the Date & Time Format from the drop down to represent all the date fields.

NOTE: The formats available in the drop down are only supported in the XLS file.
4. Click Next button to go the next page. Click Previous button to go back to Step 1.

1. There are some system-defined mandatory fields that need to be mapped before
import. For example, Subject and Contact fields. Importing request is not possible if
Note these system-defined mandatory fields are not mapped.
2. The same date and time format used in the XLS files for date fields should be selected
in the Date & Time Format field during field mapping. The format selected here will be
set for all the date fields.

3. The default request template will be applied to the imported requests.

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Step 3: Review Mapping

The following points should be noted during the import:

• During the import process, each record from the XLS file will be considered as a new request
and added in SupportCenter Plus.

• While importing Resolved/Closed requests and if the request closing rules are not matched,
then the requests will be added with 'Open' status.

• For requests with no status available, 'Open' status will be applied during the import.

• For the requests without created time selected, then the current system time will be set as
request created time.

• For requests with Closed/Resolved status and the completed time is not available, then the
current system time will be set as completed time.

• Notifications on request creation will be disabled.

Click Import button to proceed.

Import Status

This section appears whenever a new field value is available for the mapped field in the XLS file. For
example, if a new priority 'Urgent' is available in the XLS file, then the field name 'Priority' with the new
value 'Urgent' will be displayed in this section. To get the new values imported, you will have to add
the new values under Admin module prior to the import. You can also skip adding the new values by
selecting Import without adding the above field values check box. Click Import button. The
requests are imported from the XLS file.

NOTE: Requests cannot be imported unless you add the new values or skip adding the new values.

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Import Summary

On completion of the import, the total records on the selected sheet, the number of records imported
and the number of records failed to import are displayed under this section. A list of failed records and
the reason for failure are represented in the form of a link. You can click the ‘View XLS File’ to view
the list of failed requests. To view the reasons for import failure, click ‘Error Details’ link.

The possible reasons for request import failure are as follows:

• The mandatory fields such as Subject and Contact Name could be empty in the XLS file.

• Closed/Resolved request date could be earlier than the Request Created date.

Click Finish button to view the imported requests in the Request List view.

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If there are any failure records while importing the requests from XLS, do not re-
Warning
import the same XLS file. Instead, download the failedRequestsList.xls by
clicking on the View XLS File link available in the Import Summary page, correct
the errors and then import to avoid duplicate requests.

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Solutions

ManageEngine SupportCenter Plus application provides a facility to record solutions of the frequently
( common ) raised requests. The recorded solutions function as a knowledge base of solutions. Thus,
when you receive a request, refer to the recorded solutions and solve it. This reduces the turnaround
time in attending to the requests generated by the contacts and closing the same.

All contacts and support reps who have permissions to view the solutions knowledge base can
access this section of the application. The SupportCenter Plus administrator can assign access
privileges to the various support reps for the solutions section. This access privilege can vary from just
view only privilege to full control privilege. For setting the access privileges to support reps, refer to
the Configuring Support Reps and Configuring Roles sections.

You can access the solutions even without logging into the application, but will be able to view only
those solutions that are published in the Self Service Portal. These solutions have to be approved by
the concern support reps. The contacts can be restricted from viewing all the solutions in Self Service
Portal using the Topics Template. To access the knowledge base directly without having to login to
the application, type the URL provided below in the address bar of the browser:

http://<server name>:<port number>/portal (OR)

http://<server name>:<port number>/sd/SolutionsHome.sd

where, the <server name> is the name of the server where SupportCenter Plus is installed and <port
number> is the port where the application is running.

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Solution List View

The solution list view page displays all the solution configured in SupportCenter Plus application. The
page includes various useful functionality such as,

• option to view solution based on filters.

• customize columns to be displayed in the list view.

• set the number of solutions to be displayed per page.

• search for solutions using search string or solution ID.

• adding and managing topics.

On clicking to the Solutions tab in the header pane, the page re-directs to the solution list view page,

Representation of icons in the list view,

• - solutions is approved by the concern support rep.

• - solutions that are submitted for approval to the concern support rep.

• - solutions that are not submitted for approval.

• - solutions that are rejected by the concern support rep.

• - file is attached to the solution.

• - no file is attached to the solution.

• - column-wise search option to search for solutions based on subject, topic name and so
on.

• - select the columns to be displayed in the list view.

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• - public solutions viewed by both the Support Reps and Contacts.

• - private solutions that can be viewed only by the Support Reps.

From the solutions list view page you can,

1. Manage Topics: Organize your solutions in a logical manner by grouping them under specific
topics and sub-topics. You can add, rename and move topics and sub-topics to different
parent topics. [Refer Managing Topics for more information.]

2. Topics Template: Create topic template by grouping specific topics and assigning it to an
account. The account can view solutions pertaining to the topics under the assigned topic
template. [Refer Topics Template for more information.]
3. Search Solutions: Search for requests instantly on entering the solution ID and search
keywords. [Refer Search Solutions for more information.]

4. Browse by Topics: Browse for solution under each topic specified under Manage Topics.
[Refer Browsing Solutions by Topics for more information.]
5. Set the number of solutions per page and navigation button: You can set the number of
solutions to be displayed in the solution list view.

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6. Custom and Manage Views: Customize the page to display solutions using Custom View
option. You can create criteria to filter solutions accumulated in the solution list view page.
Thus sorting and viewing solutions based on your requirements. You can create, reorder, and
manage the custom views. The custom views created can be made public or private. [Refer
Custom Views for more information.]
7. Solution based on filters: View specific group of solution through pre defined filters. [Refer
Solutions Based on Filters for more information.]
8. New Solution: Create new solution and group them to a specific topics. [Refer Adding New
Solutions for more information.]
9. View and Download Attachments: The attachments added to the solution can be viewed
and downloaded by clicking on the attachments icon displayed beside the Subject link.
10. Bulk Operation:
• Delete: Delete bulk solutions. [Refer Deleting Solutions for more information.]
• Approval Actions drop down: Options to approve and reject bulk solutions. [Refer
Approve/Reject solutions for more information.]

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Solutions based on filters

You can view solutions based on filter from the solution list view page. In addition, you can also create
new filters using the Custom View option to place solutions in specific groups. There are some pre
defined filters in SupportCenter Plus as shown,

• Recent Solutions
Lists all the recently added solution.

• All Solutions
Lists all the solutions irrespective of the status.

• Approved Solutions
Lists all the solution which have been approved by the concern support rep.

• Approval Pending Solutions

Lists the solutions that are yet to be approved by the concern support rep on submitting for
approval.

• Solution - Drafts
Displays all the solutions which are not approved and has to be sent for approval.

• Rejected Solutions
Displays all the solutions rejected by the concern support rep.

• Expired Solutions
Lists all the solutions with expired active period.

• Expiring in next 7 days

Lists all solutions expiring in next 7 days.

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Custom Views

You can create your own customized page to display solutions using Custom View option. You can
specify the criteria to filter the solutions accumulated in your solution list view page. Thus helping you
to sort and view solutions based on your requirement.

• Create Custom View

• Reorder Views

• Manage View

Creating Custom View

If you want to view all the solutions under "General" topic in the application through Custom View.
1. Click Solutions tab in the header pane to open the solution list view page.

2. Click in the Views section and select Add Custom View from the drop-down list.

3. In the Add Custom View page, specify a View Name like "General topics" solutions. This field
is mandatory.

4. If you are the administrator and want this custom view to be available only when you log in,
select the check box beside Make this view as private custom view. The custom view is
made private. By default, the custom view for an administrator is public.

If you are a support rep without administrator login privilege then by default the created
custom view is private. The option to "Make this view as private custom view" is not available.

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5. In the Advance Filtering block, select the criteria to be filtered from Column drop down
along with its matching Criteria. For instance, select "Topic" from Column drop down and "is"
from criteria.
6. Click on Choose button.

7. From Select Column Data pop up enter "General" in the text field. You can select options
based on your selected column and criteria.
8. Click Add to Filter button to save the filter criteria details. The filter criteria is listed in Filter
Set block.

9. If you wish to add more filter conditions to this view then, select the required column, criteria &
conditions of the filter.
10. If there are more than two criteria, specify AND or OR conditions by enabling either of the two
radio buttons.
11. Click Save. Click Save and Add New to save and add another custom view.
The Custom View is now displayed under Views in the solution list view page. The custom view
marked as private is listed under My Views and the public custom view is displayed along with the
predefined filters.

Reorder Views

Reorder feature in Solutions module allows you set order of solutions view preferred.

To reorder the solution view:

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1. Click Solutions tab in the header pane to open the solutions list view page.

2. Click in the Views section and select Reorder Views from the drop-down list. The
Reorder Views pop up page opens.

3. Select a view which you wish to reorder. Say, 'Recent Solutions' and click to move the

view upward or click to move the view downward.

4. Click Save. The selected view is reordered.

Manage Custom Views

You can view all your customized view under Manage Custom Views. From this page you can add,
edit and delete a custom view.
1. Click Solutions tab in the header pane to open the solution list view page.
2. Click in the Views section and select Manage Custom View from the drop-down list. The
Custom View page opens listing all the created custom views.

• - indicates the custom view is public and can be viewed by all users.

• - indicates the custom view is private and can be viewed only by the creator of the
custom view.

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Note
1.If you are the administrator then you can view all your customized private and
public views.

2. If you are a support rep then you can add only private custom views.

Edit Custom Views

To edit a custom view,

1. Click the edit icon beside the filter name you wish to edit.
2. From Edit Custom View page, edit the details.
3. Click Save. You can also add a new custom view by clicking Save and Add New button.

Delete Custom Views

To delete custom views,

1. Select the check box beside the custom views to be deleted. The administrator has the
privilege to create and delete public views.
2. Click Delete button. A pop up window confirming the delete operation appears.
3. Click Ok to proceed. The Custom View is deleted from the list.

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Customizing Solutions List View

ManageEngine SupportCenter Plus gives you an option to customize the solution list view page by
including columns of your choice.

To customize columns displayed in the list view,

1. Click on the Solutions tab in the header pane to open the solution list view page.
2. Click on Column Chooser icon . The available columns that can be displayed in the list
view pops up. The columns that are currently visible in the list view is indicated with selected
check box.

3. To remove a column, de-select the check box and click Save.

4. To add a column to the list view, select the check box beside the column you wish to add.
Click Save.
5. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
6. Click Save. Only the selected columns are added in the solution list view.

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Search Solutions

You can search for solutions based on the keywords, solution ID and column wise search based on
solution parameters such as subject, topic name, view status and so on from the solutions list view.

Search Solutions based on

• Keywords and Search Strings

• Column-wise search

Search solutions based on Keywords and Search String

Solutions tab
1. Click Solutions tab in the header pane to open the solution list view page.
2. Enter the keyword in the search field provided.
3. Click Search. All solutions that match the keyword provided by you in the search field is
displayed.

Performing a Global Search

You can also perform a Global Search that searches the keyword in every module at one go.
Advance search options such as, Wildcard search, phrase search, boolean search, field specific
search and much more, can be used to make the search effective. To know more, click Search Tips.

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Column-wise search of solutions

You can also perform column-wise search of solutions if you know any of the solution detail such as
subject, topic name and so on. To perform a column-wise search,
1. From the solution list view page, click on Search icon . The search field opens just below
every column that is visible in the list view.
2. Enter the search string in the column of your choice. You can enter keywords in more than
one column to perform a combined column search.
3. Click Go. The search results matching the search string(s) are displayed.
Note 1. The search would return the results for any of the text fields of the solution.

2. You cannot search for a solution based on any of the date fields of the solution.

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Adding New Solution

The solutions module is a knowledge base with resolutions for various problems encountered by your
help desk team. You can also document useful information while resolving an issue and save in the
knowledge base. The solutions can be grouped under various topics to organize and locate the
solutions easily. You can also notify users before the solution expiry through email notifications.

Adding new solutions

The new solution form can be accessed by two ways in SupportCenter Plus application.
a. Add New drop down.
b. Solutions tab

Add New drop down

The Add New drop down is a quick navigator to instantly access the New Solution form from the home
page.

To configure the New Solution, go to Step 3 in Solution tab.

Solution Tab

1. Click on the Solutions tab in the header pane to open the solutions list view page.

2. Click on New Solution button.

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3. From the New Solution form, specify the Title of the solution. The subject can be a summary
of the complete solution in one line that will exactly tell what the solution is all about. This field
is mandatory.

4. The list of available topics and sub-topics is listed under Topics drop down. You can group
this solution to a topic by selecting the Topic from the drop down. This field is mandatory. You
can even create a new topic and group this solution by clicking on Create New Topic link.
5. Specify the complete solution in the Contents text field. This field is also mandatory.

6. If there are any Additional Solution details (configured under Admin -> Helpdesk Customizer -
> Solution Additional Fields) then enter the same in the respective fields.

7. If the solution requires any additional files to support the article, then you can attach the same
by clicking Attach file link.

8. You can specify Keywords which will help in improving the search capability by providing
accurate search result. While entering multiple keywords, separate them with comma.
9. Select Never from Expires on drop down if the solution does not expire. If you would like
specify the expiry date of the solution, select specific date option from the drop down and
select the date using the calendar icon .
10. You can notify users before the solution expires by selecting Enable Solution Expiry

Notification check box. Select the users to be notified by clicking on the button.

11. Specify the days before which the user has to be notified of the solution expiry in the Notify
before field.

12. Select Publish this solution in Customer Portal also check box to make this solution
available in the customer portal.
13. Click Add. If you do not wish to add the solution then click Cancel.

14. If you have permission to approve the solution while creating, the Add and Approve button
appears. Click this button to add and approve the solution.

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Solution Details Page

The View Solution Details page organizes the details of the solution in a logical manner. From this
page, you can perform operations on a solution such as edit, delete, rate, comment and
approve/reject solutions. To view the details of a solution,

1. Click on the Solution tab in the header pane to open the solution list view page.

2. Click the Subject link of the solution to be viewed. The View Solution Details page opens with
right and left pane.

Solution Information

Solution Information section displays the Solution ID, status of the solution, visibility of solution
(private or public), solution expiry date, number of views for the solution, rating and comments on the
solution. Clicking on the comment number link will take you to view the Comments section.

Keywords
The keywords help in improving the search capability by provide accurate search result. The
keywords specified for searching solution can be viewed under this section.

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Notification

Solution Expiry notifications are sent to Support Reps based on the specified date. Notifications can
be sent to the Support Reps to notify about the solution expiry. The number of days before which the
user has to be notified and the users to be notified are displayed under this section.

Solution Content

Solution content block displays the subject, description, topic to which the solution belong, name of
the Support Rep who added the solution, the created time and date, name of the Support Rep who
last updated the solution and last updated time and date. In addition, you can Edit the Solution, Delete
the Solution and Forward the Solution. You can also perform Approval Actions such as Submit the
solution for approval to higher authorities and Approve or Reject the Solution from this block. From the

Solution View page, you can navigate to the Solution List view page using the Back button .

Attachments

Attachments section displays the any supporting documents attached while creating a solution. You
can also attach any other additional files by clicking on the Attach file link under this section.

Rating

Solution Rating option allows your customers to share their rating on the solution. This option will be
available by default for the Support Reps. To make this option available for the Contacts, you need to
enable it under Solution Settings in the Admin module.

Comments

Any feedback or suggestions on the Solution can be added by both the Support Reps and Contacts
under the Comments tab. The Contacts can comment on the solution based on the permission
provided under Solution Settings in the Admin module.

The comments displayed in the comments tab are in the descending order with the latest performed
action shown at the top and the earliest action at the bottom of the page. The order of comment
display can be set under Solution Settings in the Admin module. [Refer, "Rating and Comments" to
know more.]

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History

Every action performed on a solution from the time of its creation can be viewed in the History tab.
The details displayed in the history tab are in the descending order with the recently performed action
shown at the top of the page and the earlier action at the bottom of the page.

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Rating and Comments

Rating and Comments option allows your users to review and rate the solutions. The users can
provide either positive or negative rating and they can also share their suggestions through comments
option. The rating and suggestions received from the users will greatly help to improve the knowledge
base management.

Once enabling the rating and comments option under Admin --> Solution Settings, the contacts will be
able to rate and comment on the solution from their login. This option will be available by default for
the Support Reps. The rating and comments section will be displayed under Solution Details page as
shown below:

The solution can be rated by answering a simple question, with two possible answers: (Yes, Helpful)

or (No, Not Helpful) . The user (Support Rep and Contact) has to login to the application to
rate a solution. The rating option works only once, so the user cannot click it again to rate the solution.
The number of ratings provided by the users will be displayed in the Solutions list page.

Any feedback or suggestions on the Solution can be added by both the Support Reps and Contacts
under the Comments tab. The comments displayed in the comments tab are in the descending order
with the latest performed action shown at the top and the earliest action at the bottom of the page.
The order of comment display can be set under Solution Settings in the Admin module.

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Rate Solution

To rate a solution,
1. Click on the Solutions tab in the header pane to open the Solutions list view page.
2. Click the Subject link of the solution.
3. From the Solutions details page, select the appropriate icon beside the text Was this
solution helpful?.

4. If the solution is helpful for you, click on the like icon.

5. Click on the unlike icon if the solution is not helpful.

Add Comment

To add comment,
1. Click on the Solutions tab in the header pane to open the Solutions list view page.
2. Click the Subject link of the solution to comment on it.
3. From the Solutions details page, click the Add comment button under the Comments tab.
4. Enter your comment in the text field provided.
5. If you would link show this comment for the Contacts, select Public check box.
6. Click Submit.

Approve/Block a Comment

The comments added by the Contacts in contact login will be displayed under the Comments tab. The
Support Rep with solution approval role can approve or block the comments made by the Contacts.

The comments submitted by Contacts can be approved by Support Rep from two places.
a. View Solution Details page
b. Solutions List page

a. View Solution Details page

Click the Approve link beside the comment you wish to approve under the Comments tab. If you
would like to reject the comment made by the Contact, click the Block link. You can also delete a
comment using the Delete link.

b. Solutions List page

1. Click on the Solutions tab in the header pane to open the Solutions list view page.
2. Click on Pending Approvals link under Comments filter.
3. If you wish to approve the comment, click on the Approve icon beside the comment.
4. To reject the comment, click on the Block icon beside the comment.
5. You can remove the comment by clicking on the Delete icon .

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You can also approve/reject bulk comments from the list view page. To approve/reject bulk
comments,
1. From the Comments list view, select the comments to be approved/rejected by enabling the
check box.
2. To approve the comment, click on Approve button.
3. If you wish to reject the comment, click on Block button.
4. You can remove comments by clicking on Delete button.

NOTE: The approved comments will be available for the Contacts in their login.

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Editing Solutions

ManageEngine SupportCenter Plus provides you with the option to modify the existing solution
provided you have the corresponding access permission. The solutions once sent for approval cannot
be edited or deleted by support reps without approval permissions.

Edit Solution

To edit solution from the list view,

1. Click on the Solutions tab in the header pane to open the solutions list view page.
2. Click the Subject link of the solution to edit.
3. From the Solution details page, select the Edit button.
4. The solution opens in an editable format with the values populated during creating the
solution.
5. Make the necessary changes by changing title, modifying the contents/keywords and so on.
6. Click Save. To save the changes and approve the solution click Save and Approve.

Note 1. Solutions with the status as Approval Pending can only be edited by support reps
with the permission to approve the solution.

2. On editing an approved solution, the solution should be sent for approval to the
concern support rep again.

Deleting Solutions

You can delete individual solutions or delete a selected group of solutions from the list view page in
SupportCenter Plus.

To delete a specific solution,

1. Click on the Solutions tab in the header pane to open the solutions list view page.
2. Click on the Subject link of the solution you wish to delete.
3. From the Solution Details page, click More Actions drop down and select Delete option.
4. A dialog box pops up asking your confirmation on the delete process.
5. Click Ok to proceed. The solution gets deleted from the list.
To delete multiple solutions,
1. From the Solution Details page, select the solutions to be deleted from the list by enabling the
check box.
2. Click the Delete button.
3. A dialog box pops up asking your confirmation on the delete process.
4. Click Ok to proceed. The solutions gets deleted from the list.

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5. Click Cancel to abort the deletion.

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Forwarding Solution

Support reps can forward solutions for review to the concern support rep before it is submitting for
approval.

To forward a solution,
1. Click on the Solutions tab in the header pane to open the solutions list view page.
2. Click on the Subject link of the solution you wish to forward.
3. From the Solutions details page, click the More Actions drop down and select Forward
option. The Solution Forward form pops up.
4. Specify the To mail address in the given text field. This field is mandatory.
5. You can also send the same information to more than one person by specifying the mail
address in CC field with comma as a separator.
6. By default, the Subject and Description fields are pre filled with the existing data. If required,
you can edit the Subject and description.
7. You can also attach relevant files to the solution from Attach File link.
8. Click Send. If you do not wish to forward the solution then click Cancel.

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Submit for Approval

In order to view the solution in customer portal, the solution needs to be sent for approval to the
support reps with the permission to approve solutions [Refer Configuring Roles].

To submit solutions for approval,

1. Click on the Solutions tab in the header pane to open the solution list view page.
2. From the solution filter, select Solution-Draft to view the list of solutions that need to be sent
for approval.
3. Click on the Subject link of the solution to be submitted for approval.
4. From the solutions details page, click on Approval Actions -> select Submit for Approval
option. The Submit for Approval form pops up.

5. Invoke the icon to specify the To address. The Add Users for Approval pop up listing
the name and email address of the support reps with the role to approve solutions.

• Enable the check box beside support rep whom you want to submit the solution for
approval.

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• The To text field gets filled with the email address of the corresponding administrator.
If the email address is not specified for a support rep,the check box beside that
support rep cannot be enabled.
6. The Subject and Description is entered as given in Notification Rules email template. If
required, you can modify the subject and description content manually, else you can change
the same from the Notification Rules email template.
7. You can attach relevant files by selecting Attach File button.
8. Click Send to submit the solution for approval.

The mail notification is sent to the person addressed in the To field of the notification. The mail
contains the link to the specific solution which needs approval. On clicking the link, it leads you to the
login screen, where on providing proper credentials, the solution awaiting approval opens. To
approve/reject solutions refer Approve/Reject Solutions.

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Approve/Reject Solution

Once the solution is submitted for approval to the concern support rep, a mail notification is sent to
the support rep requesting the approval of the solution along with the solution link.

On clicking the solution link and logging into the application with proper credentials, the support rep
can either approve or reject the solution. Refer Configuring Roles for solutions approval permission.

1. Click on the solution link to approve the solution.

2. Login to the SupportCenter Plus application using your user name and password.
3. The view solution details page of the solution pending for approval opens. The status of the
solution shows as Approval Pending.
4. Select Approval Actions drop down -> Approve Solution option.
1. The Approve Comments pops up.
2. Specify any related Comments in the field provided.
3. Click Approve.
5. If you wish to reject the solution, select Reject Solution under Approve Actions.
1. The Reject Comments pops up.
2. Specify comments, such as reason to reject the solution in the Comments field.
3. Click Reject.

You can also approve/reject bulk solutions from the list view page. To approve/reject bulk solutions,

1. Click on the Solutions tab in the header pane to open the solutions list view page.
2. Select Approval Pending Solutions from the filters. All the solutions with the status as
approval pending is listed,
3. Enable the check box beside the solutions which you want to approve/reject.
4. Select Approval Actions drop down -> Approve Solutions.
• The Approve Comments pops up.
• Specify any related Comments in the field provided.
• Click Approve.
5. If you wish to reject the solution, select Reject Solutions under Approve Actions.
• The Reject Comments pops up.
• Specify comments, such as reason to reject the solution in the Comments field.
• Click Reject.

The approved solutions can be viewed by the users in the customer portal. The rejected solutions can
be edited and sent for approval to the concerned support rep. Thus the solution is not completely
deleted from the list.

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Managing Topics

You can view all your customized topics under Manage Topics. From this page, you can add new
topics, rename an existing topic, and move topics and sub-topics to a different parent topic. This
provides you the ability to organize your solutions in a logical manner that would meet your
organization's needs. You can also use this page to move the entire topic to another business unit.
For more information, see "Move Solutions".

To manage topics:
1. Click Solutions tab in the header pane to open the solutions list view page.

2. Click Manage Topics link. The manage topics page opens with the available topics and their
subtopics listed in the hierarchy.

• Add a New Topic

• Rename a Topic

• Change Parent for a topic

• Delete Topic

Add a New Topic

1. From the Manage Topics page, select Add New Topic button.

2. You have two columns such as, Topic Name field and Parent Topic list.

3. You can either Add New Topic or Create a sub-topic for a parent topic.

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Topic Name: Specify either a parent topic or a sub topic.

Parent Topics: This is the main or root topics, under which you can have 'n' number of
subtopics and its related contents. The newly added parent topic or sub topic is added to this
list.

4. If you are creating a New Topic, specify the Topic Name and select /Topics Root under
parent topic.

5. If you are creating a sub-topic, specify the Topic Name and select the parent topic as shown
below,

6. Click Add button. The newly added subtopic or parent topic is displayed under the available
topic name list.

Rename a Topic
1. From the Manage Topics page, click on Rename link beside the topic you want to rename.
The Rename Topic page opens.

2. Modify the existing name or specify the new topic name in given text field.
3. Click Save button. The changes made to the topic name are displayed in the available topics
list.

Change a Parent topic

Say, you have created a Child Topic "Replacement of battery" for the Parent Topic " Replacement
Queries". Now, you want to change the child topic as a separate parent topic.
1. From the Manage Topics page, select Change Parent link beside the topic or sub-topic you
wish to move say, Replacement of battery. The Change Parent Topic form opens.

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2. Choose the Parent Topic as /Topics Root and click Save. The child topic is not an individual
parent topic.
If you want to move the child topic "Replacement of battery" as a sub-topic of the parent topic
"General", then choose the parent topic as General and click Save.

Note
You cannot move a topic as a subtopic to its current child topic.

Delete a Topic
1. In the Manage Topics page, click on Delete link beside the topic to be deleted.

2. If solutions are present under the topic the confirmation page consists of options to either
move the solution to a different parent or move the sub-topics to /Topics Root.

Selecting on the check box brings the Choose a parent topic list box from where you can move the
solution to a different topic or move sub-topic to a different parent topic accordingly. Click Confirm.
The topic is deleted from the available list.
NOTE: You cannot move a subtopic of the topic that is going to be deleted.

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Move Solution Topics across Business Units

Solutions in SupportCenter Plus are grouped under different topics. You can select a topic to be
moved to another Business Unit. When you move a topic which has the child topic, the solutions
present under both parent and the child are moved along with the attachments. The Move Solutions
feature will be available in the application only when business units are enabled and configured. For
more information on configuring business units, see "Configuring Business Units".

Note
When solutions are moved, the entire solution topic is moved from the source
business unit and added to the destination business unit.

Moving Solutions

To move a solution topic:

1. Click Solutions tab in the header pane to open the solutions list view page.

2. Click the Manage Topics link to view the Manage Topics page with all the available topics
and sub-topics in the hierarchy.

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3. Select the topic to be moved by selecting the check box in the Manage Topics page. You can
also select multiple topics by selecting more than one check box.
4. Select the business unit from the Move to drop-down list. The solution topic is moved to the
selected business unit.

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Browsing Solutions by Topic

You can view the list of solutions for a topic using this option. To browse solutions under individual
topics,
1. Click on the Solutions tab in the header pane to open the solutions list view page.
2. Click on Browse by Topics drop down. The Topics window drops down listing all the
available topics and their sub topics.
3. To view all the sub topics, click >> Show All link. This lists out the topics and sub topics in
logical manner as shown below,

4. On clicking the topic, the solutions of the topics and its corresponding sub-topics gets listed.
5. Click the sub-topic to view the solutions only in the sub topic.

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Topics Template

Using Topics Template, you can group specific topics under a template and assign this template to an
account. The contacts associated to the account can view solutions pertaining to the topics grouped
under this template.

For instance, you have grouped the topics - warranty queries and replacement queries, under the
template "Warranty" and assigned this topics template to an account say, Acme. The contacts
associated to Acme can view the solutions based on the topics warranty and replacement queries
alone. Thus restricting the contact to view all the solutions in the application.

On adding a topics template, the template can be shared by other accounts in the application but a
single account cannot have multiple templates. To assign topics template to an account refer Assign
Templates under Accounts module.

1. Topics Template can be shared by other accounts.

Note
2. A single account can be assigned to one topics template.

3. For users without accounts, configure the options in Settings -> Solution View
under Admin module.

To view the list of available topics templates,

1. Click on the Solutions tab in the header pane to open the solutions list view page.
2. Click on Topics Template option. The list of available topics template is displayed. From this
page you can add, edit and delete a topics template.

Adding Topics Template

1. Click Add New Template button. The Add Topics Template page opens.
2. Specify a unique name Template Name in the field provided. This field is mandatory.
3. Enter a brief Description about the template.
4. Tick the Topics to be grouped under the template. Say, Support Queries, General and so on.
This field is also mandatory.
5. Click Save. The newly added template is listed along with the available templates.

Editing Topics Template

1. From the available templates page, select the Edit icon beside the template you wish to
edit.

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2. The Edit Topics Template page opens with the fields pre populated with the values
configured during adding the template.
3. Make the necessary changes and click Save.

Deleting Topics Template

1. From the available templates page, select the Delete icon beside the template you wish to
delete. A pop-up window confirming the delete action appears.
2. Click Ok to confirm the delete operation. The template gets deleted from the list of available
templates.

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Expired Solutions

You can define a solution to be available for the users for a particular period of time by providing an
expiry date. The solution can be viewed till the expiry date after which it will not be visible for the
users. You also have an option to make the expired solutions active by extending the active period of
the solution.

To extend the active period of solution,

1. Click the Solutions tab in the header pane to open the Solutions list view page.
2. From the Solutions View, click the Expired Solutions.

3. Click the Subject link of the solution you wish to extend the expiry date.
4. From the Solution details page, click More Actions drop down and select Make Active option
to open Make Active pop up.
5. If you would like to extend the expiry date, select Extend expiry date radio button and select
the date using the calender icon .
6. Select No expiry date option, if you wish to make the solution never expire.

7. Click Update button. The solution will be made active with a success message.

To make more than one solution active at a time,

1. Click the Solutions tab in the header pane to open the Solutions list view page.

2. From the Solutions View, click the Expired Solutions.

3. Select the solutions to be made active from the list by enabling the check box.
4. Click Actions drop down and select Make Active option to open Make Active pop up.

5. If you would like to extend the expiry date, select Extend expiry date radio button and select
the date using the calender icon .
6. Select No expiry date option, if you wish to make the solution never expire.
7. Click Update button. The selected solutions will be made active with a success message.

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Importing Solutions from XLS file

Adding each and every Solution manually is tedious and endless. SupportCenter Plus provides an
easy-to-use XLS import option to import bulk solutions from your existing application or even from
other applications. The total size of the XLS file that you are importing should not exceed 20 MB.

To import solutions from XLS file,

1. Click on the Solutions tab in the header pane to open the Solution List view.

2. Click Import Solutions button to import requests from XLS. This opens the Import Solutions
page.
Below are the steps to import solutions from XLS file.

Step 1: Upload XLS file

1. Click on Choose File button to select the XLS file.

2. On choosing the XLS file from the File Upload window, click Open. The name of the file
appears automatically beside the Choose File button.

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3. Click Next button.

NOTE: A sample XLS file can be downloaded by clicking on the Sample XLS file link.

Step 2: Map fields

In this step you can map the SCP fields with the corresponding XLS fields to make sure the solution
values are transferred properly. The field names of the XLS file are populated in the drop down boxes
beside the each field label in SCP.

To map fields,
1. Select the XLS Sheet Name from the drop down. The total row count of the selected sheet
will be displayed beside the field. If the selected sheet contains no rows, then an alert
message will be displayed.

2. Map the application solution fields with the field names from (selected sheet) the XLS file. Any
additional fields added for the solution will also be displayed.

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3. Select the Date & Time Format from the drop down to represent all the date fields.

NOTE: The formats available in the drop down are only supported in the XLS file.
4. Click Next button to go the next page. Click Previous button to go back to Step 1.

1. There are some system-defined mandatory fields that need to be mapped before
Note import. For example, Title, Topic and Content fields. Importing request is not possible if
these system-defined mandatory fields are not mapped.

2. The same date and time format used in the XLS files for date fields should be selected
in the Date & Time Format field during field mapping. The format selected here will be
set for all the date fields.

Step 3: Review Mapping

The following points should be noted during the import:

• During the import process, each record from the XLS file will be considered as a new solution
and added in SupportCenter Plus.

• Only the values such as UnApproved/Draft, Approved, Rejected and Approval Pending are
allowed for the Solution Status field. If some other value apart the mentioned status is

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available in the XLS file or the status value is not available, then 'Draft' status will be applied
during the import.

• The allowed values for 'Publish in portal' field are "Yes or No" or "True or False".

• Notifications on solution creation will be disabled.

• For the solutions with no 'Created by' and 'Last Updated by' values are available, then the
name of logged in user will be updated during the import.
Click Import button to proceed.

Import Status

This section appears whenever a new field value is available for the mapped field in the XLS file. For
example, if a new user 'Adam Smith' is available in the XLS file, then the field name 'Created By' with
the new value 'Adam Smith' will be displayed in this section. To get the new values imported, you will
have to add the new values in SupportCenter Plus prior to the import. You can also skip adding the
new values by selecting Import without adding the above field values check box. Click Import
button. The solutions are imported from the XLS file.

NOTE: Solutions cannot be imported unless you add the new values or skip adding the new values.

Import Summary

On completion of the import, the total records on the selected sheet, the number of records imported
and the number of records failed to import are displayed under this section. A list of failed records and
the reason for failure are represented in the form of a link. You can click the ‘View XLS File’ to view
the list of failed requests. To view the reasons for import failure, click ‘Error Details’ link.

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The possible reasons for solution import failure are as follows:

• The mandatory fields such as Topic, Title and Content could be empty in the XLS file.

• When the Last Updated time of the solution is prior to Created time.

• When the Expiry Date of solution is prior to Created Date.

Click Finish button to view the imported solutions in the Solution List view.

Warning If there are any failure records while importing the solutions from XLS, do not re-import the
same XLS file. Instead, download the failedSolutionsList.xls by clicking on the View XLS
File link available in the Import Summary page, correct the errors and then import to avoid
duplicate solutions.

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Contracts

Contracts in SupportCenter Plus are the services offered to an account and their associated products
for a specific time period. These support services are grouped under a Support Plan which
determines the due by time for requests raised for the account/product.

Contracts can be created for an account with single or multiple products. A service contract can be
associated to an account with multiple products in the same time period. Multiple contracts can be
associated to a single product, provided the time period of each contract does not overlap. Apart from
associating service contracts to products, contracts can be associated to accounts alone. Thus based
on the associated contracts, any request raised for the account should be resolved based on the
support plan and applied due by time.

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Note:

1. Contracts plays a vital role in setting the due by time for a request.

2. The time period of two different contracts associated to an account should not overlap.

Resolving requests based on Contracts

Users raise requests into SupportCenter Plus and these requests are resolved based on contracts,
provided the user has an account in the SupportCenter Plus database. If the user has an valid
account, then the contract associated to the account is identified after which, the due by time for the
request is applied.

The work flow explains how contracts are involved for resolving requests.

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Identify the Customer/Product

On receiving request from a customer in the application,

• A search is conducted for the customer and his company in the available list of contacts in the
database, i.e., if the customer has an existing Account in the database, and
• If the customer's request pertains to any Product that is associated to the account.
If the customer and his company details are not available in the list of contacts in SupportCenter Plus
database, then the Default Support Plan is applied for that request.

Identify the Active Contract

Identify the associated contracts and analyze if the account has an active contract,
• If the customer's account is available in the database, and if the request pertains to a product
then the contract associated for the product is identified.
• If the customer's account is available in the database, and the request does not pertain to any
product then the contract associated for the account is identified.

Service Level Agreement and Support Plan

The support services offered for an account is listed in the corresponding contract details. Based on
the account, the Support Plan has associated Service Level Agreement with certain SLA rules. Using
these SLA rules the due by time for a request is applied.

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Contracts List View

The contract list view page displays all the active and expired contract configured in SupportCenter
Plus application. The page includes various useful functionality such as,

• option to view contracts based on pre-filters

• customize columns to be displayed in the list view

• set the number of contracts to be displayed per page

• search for contracts using search string

• adding and managing topics

On clicking to the Contracts tab in the header pane, the page re-directs to the contract list view page,

Representation of Icons in the Contract List View,

- modify or edit contracts.

- column-wise search option to search for contracts based on contract name, support plan and so
on.
- select the columns to be displayed in the list view.

From the Contract List View page you can,

1. Custom and Manage Views: Customize the page to display contracts using Custom View
option. You can create criteria to filter contracts accumulated in the contract list view page.
Thus sorting and viewing contracts based on your requirements. You can create, reorder, and

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manage the custom views. The custom views created can be made public or private. [Refer
Custom Views for more information.]
2. Set the number of Contracts per page and navigation buttons: You can set the number of
contracts to be displayed in the contract list view page.

3. Recent Items: All the recent items viewed by you is displayed under this block. You can
navigate back to those pages on clicking on the item link.

4. Request based on filters: View specific group of contracts through pre defined filters. [Refer
Contracts based on filters for more information.]
5. New Contract: Create New Contract for an account/product. [Refer Adding New Contract for
more information.]
6. Delete: Bulk Delete of contracts. [Refer Deleting Contracts for more information.]

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Contracts based on filters

You can view contracts based on filters from the contract list view page. In addition, you can also
create new filters using the Custom View option to place contracts in specific groups. There are some
pre defined filters in SupportCenter Plus as shown,

• All Active Contracts

Lists all the contracts that are active and yet to get expired.

• All Expired Contracts

Lists all the contracts with expired active period.

• Created in the last 7 days

All the contracts created in the last 7 days is displayed.

• Created in the last 30 days

Lists of contracts created in the last 30 days.

• Created in the last 3 months

Lists all the contracts created in the last 3 months.

• Expired in last 30 days

Lists all the contracts expired in the last 30 days.

• Expiring in next 7 days

Lists all contracts expiring in next 7 days.

• Expiring in next 30 days

Lists all contracts expiring in next 30 days.

• Expiring in the next 3 months

Lists all contracts expiring in the next 3 months.

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Custom Views

You can create your own customized page to display contracts using Custom View option. You can
specify the criteria to filter the contracts accumulated in your Contract list view page. Thus helping you
to sort and view contracts based on your requirement.

• Create Custom View

• Reorder Views

• Manage View

Creating Custom View

Using Custom Views, you can create filters to view all contracts of an "Account Manager" or contracts
beginning from a particular date.
1. Click Contracts tab in the header pane to open the contract list view page.

2. Click in the Views section and select Add Custom View from the drop-down list.

3. In the Add Custom View page, specify a View Name like "Account Manager Filter". This field
is mandatory.

4. If you are the administrator and want this custom view to be available only when you log in,
select the check box beside Make this view as private custom view. The custom view is
made private. By default, the custom view for an administrator is public.

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If you are a support rep without administrator login privilege then by default the created
custom view is private. The option to "Make this view as private custom view" is not available.
5. In the Advance Filtering block, select the criteria to be filtered from Column drop down
along with its matching Criteria. For instance, select "Account Manager" from Column drop
down and "is" from criteria.
6. Click on Choose button.
7. From Select Column Data pop up, choose the account manager from the list.

8. Click Add to Filter button to save the filter criteria details. The filter criteria is listed in Filter
Set block.

9. If you wish to add more filter conditions to this view then, select the required column, criteria &
conditions of the filter.
10. If there are more than two criteria, specify AND or OR conditions by enabling either of the two
radio buttons.
11. Click Save. Click Save and Add New to save and add another custom view.

The Custom View is now displayed under Views in the contract list view page. The custom view
marked as private is listed under My Views and the public custom view is displayed along with the
predefined filters.

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Reorder Views

Reorder feature in Contracts module allows you to set the order of contracts view preferred.

To reorder the contract view:

1. Click Contracts tab in the header pane to open the contract list view page.

2. Click in the Views section and select Reorder Views from the drop-down list. The
Reorder Views pop up page opens.

3. Select a view which you wish to reorder. Say, 'Created in the last 7 days' and click to

move the view upward or click to move the view downward.

4. Click Save. The selected view is reordered.

Manage Custom Views

You can view all your customized view under Manage Custom Views. From this page you can add,
edit and delete a custom view.
1. Click Contracts tab in the header pane to open the contract list view page.
2. Click in the Views section and select Manage Custom View from the drop-down list.
The Custom View page opens listing all the created custom views.

• - indicates the custom view is public and can be viewed by all users.

• - indicates the custom view is private and can be viewed only by the creator of the
custom view.

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Note
1.If you are the administrator then you can view all your customized private and
public views.

2. If you are a support rep then you can add only private custom views.

Edit Custom Views

To edit a custom view,

1. Click the edit icon beside the filter name you wish to edit.
2. From Edit Custom View page, edit the details.
3. Click Save. You can also add a new custom view by clicking Save and Add New button.

Delete Custom Views

To delete custom views,

1. Select the check box beside the custom views to be deleted. The administrator has the
privilege to create and delete public views.
2. Click Delete button. A pop up window confirming the delete operation appears.
3. Click Ok to proceed. The Custom View is deleted from the list.

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Customizing Contracts List View

ManageEngine SupportCenter Plus gives you an option to customize the contract list view page by
including columns of your choice.

To customize columns displayed in the list view,

1. Click on the Contracts tab in the header pane to open the contract list view page.
2. Click on Column Chooser icon . The available columns that can be displayed in the list
view pops up. The columns that are currently visible in the list view is indicated with selected
check box.

3. To remove a column, de-select the check box and click Save.

4. To add a column to the list view, select the check box beside the column you wish to add.
Click Save.
5. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
6. Click Save. Only the selected columns are added in the contract list view.

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Search Contracts

You can search for contracts based on the keywords and column wise search based on contract
parameters like contract name, account name, support plan and so on.

Search Contracts based on

• Keywords

• Column-wise Search

Search Contracts based on Keywords

Contracts tab
1. Click Contracts tab in the header pane to open the contract list view page.
2. Enter the keyword in the search field provided.
3. Click Search. All contracts that match the keyword provided by you in the search field is
displayed.

Performing a Global Search

You can also perform a Global Search that searches the keyword in every module at one go.
Advance search options such as, Wildcard search, phrase search, boolean search, field specific
search and much more, can be used to make the search effective. To know more, click Search Tips.

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Column-wise Search

To perform a column-wise search,

1. From the contract list view page, click on Search icon . The search field opens just below
every column that is visible in the list view.
2. Enter the search string in the column of your choice. You can enter keywords in more than
one column to perform a combined column search.
3. Click Go. The search results matching the search string(s) are displayed.

Note 1. The search would return the results for any of the text fields of the contract.

2. You cannot search for contracts based on any of the date fields.

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Creating New Contract

Contracts are services offered to an account and their associated products for a definite time period.
You can create a service contract for an account with a single or multiple products. For products
associated to an account, you can associate a contract to all products with the same active period of
contract.

The hours/incidents mentioned for a contract should be used within the active period. The unused
hours/incidents in the contract period will be lost when the contract expires. If the hours/incidents
used exceeds the contract hours, the exceeded hours/incidents will be shown with negative sign.

Note: You cannot create multiple contracts for a single product with the same time period.

Adding new contracts

The new contract form can be accessed by two ways in SupportCenter Plus application.
Add New drop down.
Contracts tab

Add New drop down

The Add New drop down is a quick navigator to instantly access the New Contract form from the
home page.

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To configure the New Contracts, go to Step 3 in Contracts tab.

Contracts Tab
1. Click Contracts tab in the header pane to open the Contract list view page.

2. Click New Contracts button.

3. From the New Contract form, specify the Contract Name. This field is mandatory.

4. Specify the Contract Number.

5. Specify the Active Period (Start date and End date) of the contract using the calender icon
. If the End date is not specified then the contract is active for ever. This field is mandatory.
6. All the accounts configured in SupportCenter Plus are listed in Account Name drop down list
from which you can select the account to associate this contract.

If the account name is not listed then, you can add a new account by clicking Add New
Account link beside account name field. This field is also mandatory.

7. If you are creating contracts for all the products associated to the selected account, choose
All Requests raised by this Account option under the Apply Contract to field. By default,
this option is selected. Or, if you are creating contracts for particular products then choose the
Products option. The Search Products section is displayed from where you need to search
products by entering the search keyword in the search field.

Note: The Search Products section displays the products associated to the selected
account.
8. To move the products to the Selected Products block, select the product and click >>
Assign button. You can also select all the products by selecting Select All checkbox.

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9. Click Apply button.

10. Enter a brief Description about the contract.

11. Under Support Plan details block, choose a plan from the Select a Plan drop down list. While
configuring a support plan, if you have specified the Support Type as 'Incident Based' and
filled in the values such as No of Incidents, Total Cost, and Hourly Rates the same is
populated in the new contract form.

If you have selected the Support Type as 'Hour Based' and filled in values like No of Hours,
Total Cost, and Hourly Rates, the same is populated in the new contract form. Refer Support
Plan to know more.

12. If any SLA applied to the selected Support Plan, the details are displayed under the SLA
Details block.

13. All the available support services configured are listed and the services offered by the
selected Support Plan are automatically enabled. If required, you can Add New Service to
the list.

14. To attach any relevant file to the contract,

1. Click Attach to open Add/Remove attachment window.

2. Click Browse to locate the file.

3. Click Attach. The file is attached along with its size.

4. Click Done to close the page. The File attached field consists of the name of the file
attached.

15. You can notify users before the contract expires by selecting Enable Notification check box.
The Available Users list is displayed from which you need to select users and move them to
Selected Users list by clicking >> button.

16. Specify the days before which the user has to be notified of the contract expiry in the Notify
before field.

17. According to your support plan, you can specify the hours and incidents before which the
user has to be notified of the contract expiry in the Notify before filed.

18. Save the details.

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Contract Details Page

The details of the contract added by you, while creating the contract are displayed under Contract
Details page. From this page, you can view the contract details, renew the contract when the contract
expires, and also print the contract details.

To view the contract details page,

1. Click the Contract tab in the header pane.

2. From the List View, select Contract Name link of the contract to be viewed. The View
Contract details page opens.

Contract Details

This block displays details of the contract that was entered at the time of creation. The details include
the name of the contract, contract number, name of the user who has created the contract along with
the date and time, the status of the contract and the date when the contract is going to expire. The
details also include name of the account to which the contract is associated, the active period of
contract, the services offered in the contract, the support plan and the support type. The SLA's
configured for the support plan is listed under the SLA Details block. To view the account details, click
the link of the Account Name. The page redirects to the Accounts tab where you can perform edit
and delete operations. You can also view the contract related documents attached with the contract.

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If you have enabled notifications to be sent to users before the contract expires, then the Notification
block appears. The contract expiry notification can be customized in Admin -> Notification Rules ->
Contract sub tab.

Adding Tasks

The Tasks associated to the account are listed under the Task block. Click the Title link of the task to
view the task details. The page redirects to the Activities tab, from where you can perform edit and
delete operations. You also have an option to add new tasks from this page. Refer Add New Task to
know more.

Adding Events

The Events associated to the account are listed under the Events block. Click the Title link of the
event to view the event details. The page redirects to the Activities tab, from where you can perform
edit and delete operations. You also have an option to add new event from this page. Refer Add New
Event to know more.

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Contract Renewal Details

The renewal details of the contract can be viewed under the Renewals tab. The renewals are listed in
ascending order of active period as and when the contract is renewed. The latest renewal details will
be displayed in green color while the older renewal details will be listed in blue color in a non-editable
mode. You can click icon to view the older renewal details. The details include the active period of
the contract, the total cost, the services offered, the support plan, the products associated, and the
attachments related to contract. You can edit the latest renewal details by clicking the Edit button. The
page redirects to the Edit Contracts page where you can edit the contract details. Refer Renewing
Contract to know more.

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Editing and Deleting Contracts

ManageEngine SupportCenter Plus provides you with the option to modify and delete the existing
contracts provided you have the corresponding access permission.

Note
If a request raised is resolved based on a particular contract then that contract cannot
be deleted.

Edit Contracts

You can edit contracts either from the list view or from the contracts details page. To edit contracts
from the list view,
1. Click on the Contracts tab in the header pane to open the contract list view page.

2. Select the Edit icon beside the contract you wish to edit. The Edit Contract form opens
with values populated while adding the contract.
3. Edit the contract details and Update the changes.

To edit contracts from the contract details page,

1. Click on the Contracts tab in the header pane to open the contract list view page.

2. Click on the Contract Name to be edited.

3. From the contract details page, click the Edit button. The Edit Contract form opens with
values populated while adding the contract.
4. Edit the contract details and Update the changes.

Delete Contracts
1. Click on the Contracts tab in the header pane to open the contract list view page.

2. Enable the check box beside the Contracts Name to be deleted.

3. Click on Delete.
4. A pop up window confirming the delete operation appears. Click Yes to proceed. The
contracts is deleted from the list.

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Renewing Contract

You can renew a service contract once the active period has expired. The active period needs to be
specified in order to renew the contract.

To renew a service contract,

1. Click Contracts tab in the header pane to open the Contract list view page.

2. Select the filter option from Contract Views block say, all expired contracts or contracts
expiring in next 30 days.
3. Click the Contract Name you wish to renew.

4. From the contract details page, click Renew button to renew the contract rules.

5. Specify the Active Period (Start date and End date) of the contract using the calender icon
. If the End date is not specified then the contract is active for ever. This field is mandatory.

6. You can renew the contract for the same products or you can select other products from the
drop down. If you are creating contracts for all the products then choose the All Requests
raised by this Account option under the Apply Contract to field. Or, if you are creating
contracts for particular products then choose the Products option. The Search Products
section is displayed from where you need to search products by entering the search keyword
in the search field.
7. To move the products to the Selected Products block, select the product and click >>
Assign button. You can also select all the products by selecting Select All check box.

8. Click Apply button.

9. Enter a brief Description about the contract.
10. Under the Support Plan details block, if the support type selected is 'Incident Based', you can
modify the Hourly Rates, Total Cost, and No. of Incidents.

If the support type selected is 'Hour Based', you can modify the Hourly Rates, Total Cost,
and No. of Hours.
11. You can select the required Support Services, or you can Add New Service to the list.

12. To attach any relevant file to the contract,

1. Click Attach to open Add/Remove Attachment window.

2. Click Browse to locate the file.

3. Click Attach. The file is attached along with its size.

4. Click Done to close the page. The File attached field consists of the name of the file
attached.

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13. You can notify users before the contract expires by select Enable Notification check box.
The Available Users list is displayed from which you need to select users and move them to
Selected Users list by clicking >> button.
14. Specify the days before which the user has to be notified of the contract expiry in the Notify
before field.
15. You also have an option to specify the hours before which the user has to be notified of the
contract expiry in the Notify before field.
16. Save the details. The contract is renewed and listed under the Renewals tab.

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Printing Contracts

You can print and preview the entire contract content using Print Preview option.

To print a contract,
1. Click Contracts tab in the header pane to open the contracts list view page.

2. Click the Contract Name link of the contract you wish to print.
3. From the Contract details page, click Print Preview button. The contract details is displayed
in a printable format.
4. Click Ctrl + p keys to print the contract details.

5. Set the required options and click Ok.

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Products

Commodities purchased by the account are called products in SupportCenter Plus. You can either
import all the product details into the application using Import Products from CSV or you can add
the products purchased manually and associate them to accounts. Say, Dell Latitude D600 is a
product representing Dell Laptops.

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Products List View

The products list view page organises and displays all the products configured in SupportCenter Plus.
The following functionality can be performed from the products list view,

• customize columns to be displayed in the list view.

• set the number of products to be displayed per page.

• search for products using the search icon.

On clicking the Products tab in the header pane, the page redirects to the products list view page.

From the List View page, you can:

1. Set the number of products per page and navigation buttons: You can set the number of
products to be displayed in the list view page.

2. Recent Items: All the recent items viewed by you is displayed under the Recent Items block.
You can also navigate back to the pages on clicking on the item link.

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3. New Products: Creating New Products. [Refer Adding New Product for more information.]

4. Bulk Operations - Delete: Delete bulk products from the list view.

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Adding New Product

Products are the commodities purchased by the account in SupportCenter Plus. You can add
products manually in SupportCenter Plus.

Adding New Product

The new product form can be accessed by two ways in SupportCenter Plus application.
a. Add New drop down
b. Products tab
Add New drop down

The Add New drop down is a quick navigator to instantly access the New Product form from the home
page.

To configure the New Product, go to Step 3 in Products tab.

Products Tab
1. Click the Products tab in the header pane to open the product list view page.
2. Click New Product button.
3. From the New Products form, specify the name of the Product in the Product Name field.
This is a mandatory field.

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4. Choose the Product Type under which you would like to classify the product from the drop
down.

If the product type is unavailable in the list, then you can add a new product type using the
Add Product Type link. The drop down box disappears and a text field appears with tick and
cross mark, where you can enter the Product Type and click the tick mark to add the product
type.
5. Enter the Part No. of the product.
6. You also have an option to enter the Warranty Period of the product by choosing the number
of years and months from the drop down.
7. Enter the purchased price of the product in Unit Price ($) field.
8. If you have added any Additional Product Details fields then the additional fields is displayed
under Additional Product Details block.
9. Provide the brief description about the Product in the Description field.
10. Click Save. The product is added to the product list.

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Editing and Deleting Products

ManageEngine SupportCenter Plus provides you with the option to modify and delete the existing
products, provided you have the corresponding access permission.

Edit Product

1. Click the Products tab in the header pane to open the products list view page.

2. Click the Edit icon beside the name of the product you wish to edit. The Edit Product page
opens with the values populated while adding the product.

3. Modify the details and Update the changes.

Alternatively, you can also edit the products from the product details page. To edit the product from
the product details page:
1. Click Edit button.

2. The Edit Product page opens with the values populated while adding the product.
3. Modify the details and click Update.

Delete Product

A product can be deleted only if it is not being referenced under Accounts and Contracts module.

To delete bulk product information from the application:

1. Click the Products tab in the header pane to open the product list view page.

2. Select the check box beside the name of the product you wish to delete.
3. Click the Delete button. A confirmation dialog pop-up.

4. Click OK to proceed with the deletion of the product information.

Alternatively, you can also delete products from the product details page. To delete the product from
the product details page:
1. Click Delete button. A confirmation dialog pop-up.

2. Click Ok to proceed with the deletion. The product is deleted from the list. If you do not wish
to delete the product, click Cancel.

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Marking a Product as Inactive

In SupportCenter Plus, a product could not be deleted if accounts, contracts, or requests were
associated to it. These products remain active and appear in the product drop-down list while creating
requests and contracts. To avoid a long list of inactive products in the products drop-down list,
SupportCenter Plus has provided a feasible solution with Mark as Inactive option in the product
details page, using which, any further contracts, business rule, or SLA for that product cannot be
created.

Note
Requests cannot be created for inactive products.

To mark a product as inactive,

1. Click Products tab in the header pane.

2. From the product list view page, select the product to be marked as inactive.

3. From the product details page, click Mark as Inactive button. A confirmation dialog appears.
4. Click OK to proceed. The status of the product is turned to inactive.

1. Once the product is made inactive, the Delete button disappears and Make as
Note Active button appears.

2. The icon beside the product name indicates that the product is made inactive
and this icon gets displayed wherever the inactive product is used.

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Marking a Product as Active

When the status of the product is marked as inactive, the Mark as Inactive button changes to Mark as
Active. To bring the product back to the active state, click Mark as Active button.

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Importing Products from CSV file

The product details include the products purchased by the Accounts along with the details such as
warranty period, unit price and so on. You can either import products from other application or you
can directly import the products in CSV format into SupportCenter Plus.

To import products from CSV file,

1. Click the Products tab in the header pane to open the products list view page.

2. Click Import Product from CSV link.

Step 1: Upload CSV file

1. Click on Browse button to select the CSV file.
2. On locating the CSV file from the file chooser window, click Open.
3. Select the File Encoding from the drop down.
4. Click Next >> button.
Step 2: Map Columns
1. Map the application sales field with the field names from the CSV file.
2. Click Next>>. Click Previous << to go back to Step 1.
Step 3: Import
1. Click Import Now button. The product details from the CSV file is imported.
2. Once the import is complete, the data on how many records were added, how many
overwritten, and how many failed to import is displayed in the pop-up.
3. If at any point you wish to stop importing from the CSV file, click the Exit button.

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Accounts

ManageEngine SupportCenter Plus allows you to maintain valuable customer information and keep it
up-to-date. The account information gives you details of the contacts, products and contracts
associated to an account. Furthermore, for accounts with branches in different locations, each branch
is added as a sub account of the account. Thus maintaining information of the branches of an account
too.

Adding each and every account manually and keeping it up-to-date can be tedious and wearisome.
Hence SupportCenter Plus provides two easy ways to add your Customer information.
a. Importing from Outlook
b. Importing from CSV and schedule a CSV import.

Importing from Outlook

The SupportCenter Plus Outlook edition is productivity-enhancement software that can be used with
SupportCenter Plus system and Microsoft Outlook. The Outlook edition can be installed on user's MS
Outlook as a plugin, which can be used to synchronize the contacts in between Microsoft Outlook and
the SupportCenter Plus. [To know more refer, MS-Outlook Integration with SupportCenter Plus]

Importing from CSV & Scheduling CSV Import

The easy-to-use CSV import option quickly imports all the relevant information from the existing
database and also provides an option to keep the database in sync with the organization's customer
database.

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Accounts List View

On clicking the Accounts tab, the page redirects you to the Accounts List View page where you can
maintain and organize all the accounts created in SupportCenter Plus. You have the facility to,

• Customize the page to display the accounts

• Option to view accounts based on filters

• Import Sales details, Accounts/Contacts from CSV

• Effective Search option through keywords and alphabets.

• Assigning Topic Template to Account.

• Set the number of accounts to be displayed per page

• Perform operations such as creating new account, editing, deleting and converting into
Accounts into Sub Account.

From the Accounts List View, you can:

1. Custom Views - Customize the page to display the accounts using Custom Views option. The
accounts is sorted based on the filter criteria you specify while creating the custom view. You
can create, reorder, and manage the custom views. The custom views created can be made
public or private. [Refer Custom Views for more information.]
2. Import Sales Details from CSV : Quick and easy to import all the sales details from other
applications into SupportCenter Plus.
3. Import Accounts/Contact from CSV : Import relevant data of account and contact information
from the existing database as well as from other applications.
4. Creating New Account : Create New Accounts in the application.
5. Bulk Operations

• Deleting Accounts : Delete bulk accounts from the list view. Deleting accounts will
automatically delete all the contacts associated to the account.

• Editing Accounts : Perform bulk edit of the fields such as, Industry, Account Manager
and Time Zone from the accounts list view.

• Assigning Topic Templates to accounts : Assign solutions on particular topics to

accounts through Topic Template.

• Convert Account into Sub Account : Convert existing Accounts into a Sub
Accounts from the list view.
1. Select the check box beside the accounts to convert as sub account from the
list view.
2. Select the Account to which the sub accounts should be added from the
drop down beside Convert as Sub Account button.

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3. Click Convert as Sub Account button. A confirmation dialog appears.

4. Click Ok to proceed. The selected accounts are converted as Sub Accounts.

In the image below, "Acme Corp" and "Acme Inc" are selected as the Sub Account for
the Account "Acme".

In addition, you can add new Sub Accounts to accounts and also convert accounts into
sub accounts from the accounts details page. Refer Sub Accounts to know more.

6. Search: Conduct a search for accounts either through keywords, alphabets or column-wise
search option.

7. Set the number of accounts per page and navigation buttons : View the entire list of
accounts configured in SupportCenter Plus application by settings the number of accounts to
be viewed per page. Navigate through the pages using the next and previous navigation
buttons.

8. Recent Items: All the recent items viewed by you is displayed under the Recent Items block.
You can also navigate back to the pages on clicking on the item link.

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Accounts based on Filters

You can view accounts based on filters from the accounts list view page. In addition, you can also
create new filters using the Custom View option to place accounts in specific groups. There are some
pre defined filters in SupportCenter Plus as shown,

• All Accounts
Lists all the accounts available in SupportCenter Plus

• Recently Added Accounts

Lists the most recently added accounts

• Accounts Having Contracts

Lists all the accounts associated to a contract

• Accounts With SubAccounts

Lists all the accounts with sub accounts

• Active Accounts
Lists all the active accounts in SupportCenter Plus

• Inactive Accounts
Lists the accounts that have been marked as inactive. Inactive accounts are accounts that are
no longer your customers.

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Custom Views

You can create your own customized accounts list view page. The accounts is sorted based on the
filter criteria you specify while creating the custom view. Thus helping you to sort and view the
accounts based on your requirement.

• Create Custom View

• Reorder Views

• Manage View

Creating Custom View

If you want to view all the accounts with similar "Topics Template",
1. Click Accounts tab in the header pane to open the accounts list view page.
2. Click in the Views section and select Add Custom View from the drop-down list.

3. In the Add Custom View page, specify a View Name like "Topics Template". This field is
mandatory.
4. If you are the administrator and want this custom view to be available only when you log in,
select the check box beside Make this view as private custom view. The custom view is
made private. By default, the custom view for an administrator is public.

If you are a support rep without administrator login privilege then by default the created
custom view is private. The option to "Make this view as private custom view" is not available.

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5. In the Advance Filtering block, select the criteria to be filtered from Column drop down
along with its matching Criteria. For instance, select "Topics Template" from Column drop
down and "is" from criteria.
6. Click on Choose button.
7. From Select Column Data pop up choose your option. You can select options based on your
selected column and criteria.
8. Click Add to Filter button to save the filter criteria details. The filter criteria is listed in Filter
Set block.

9. If you wish to add more filter conditions to this view then, select the required column, criteria &
conditions of the filter.
10. If there are more than two criteria, specify AND or OR conditions by enabling either of the two
radio buttons.
11. Click Save. Click Save and Add New to save and add another custom view.
The Custom View is now displayed under Views in the Accounts list view page. The custom view
marked as private is listed under My Views and the public custom view is displayed along with the
predefined filters.

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Reorder Views

Reorder feature in Accounts module allows you to set the order of accounts view preferred.

To reorder the account view:

1. Click Accounts tab in the header pane to open the accounts list view page.

2. Click in the Views section and select Reorder Views from the drop-down list. The
Reorder Views pop up page opens.

3. Select a view which you wish to reorder. Say, 'Recently Added Accounts' and click to

move the view upward or click to view the view downward.

4. Click Save. The selected view is reordered.

Manage Custom Views

You can view all your customized view under Manage Custom Views. From this page you can add,
edit and delete a custom view.
1. Click Accounts tab in the header pane to open the accounts list view page.

2. Click in the Views section and select Manage Custom View from the drop-down list.
The Custom View page opens listing all the created custom views.

• - indicates the custom view is public and can be viewed by all users.

• - indicates the custom view is private and can be viewed only by the creator of the
custom view.

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Note
1.If you are the administrator then you can view all your customized private and
public views.

2. If you are a support rep then you can add only private custom views.

Edit Custom Views

To edit a custom view,

1. Click the edit icon beside the filter name you wish to edit.
2. From Edit Custom View page, edit the details.
3. Click Save. You can also add a new custom view by clicking Save and Add New button.

Delete Custom Views

To delete custom views,

1. Select the check box beside the custom views to be deleted. The administrator has the
privilege to create and delete public views.
2. Click Delete button. A pop up window confirming the delete operation appears.
3. Click Ok to proceed. The Custom View is deleted from the list.

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Customizing Accounts List View

ManageEngine SupportCenter Plus gives you an option to customize the accounts list view page by
including columns of your choice.

To customize the accounts list view,

1. Click on the Accounts tab in the header pane to open the accounts list view page.

2. Click on Column Chooser icon . The available columns that can be displayed in the list
view pops up. The columns that are currently visible in the list view is indicated with selected
check box.

3. To remove a column, de-select the check box and click Save.

4. To add a column to the list view, select the check box beside the column you wish to add.
Click Save.

5. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
6. Click Save. Only the selected columns are added in the accounts list view.

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Any Additional fields added for the account will also be displayed in the column list view. You can also
sort the list view in ascending or descending order. Click Account Manager column header once to
sort it in ascending order. Clicking twice will sort the column in descending order.

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Searching Accounts

You can search for accounts based on the keywords and column wise search based on account
parameters such as account name, account manager, topics template and so on from the accounts
list view.

Search Accounts based on

• Keywords & Alphabets

• Column-wise Search

Search Accounts based on Keywords and Alphabets

Accounts tab
1. Click Accounts tab in the header pane to open the account list view page.
2. Enter the keyword in the search field provided.
3. Click Search. All solutions that match the keyword provided by you in the search field is
displayed.

Alternatively, from the accounts list view page, you can search for accounts in alphabetic order using
the alphabets displayed.

Performing a Global Search

You can also perform a Global Search that searches the keyword in every module at one go.
Advance search options such as, Wildcard search, phrase search, boolean search, field specific
search and much more, can be used to make the search effective. To know more, click Search Tips.

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Column-wise Search

You can also perform column-wise search of accounts if you know any of the account detail such as
account name, account manager, topics template and so on. To perform a column-wise search,
1. From the accounts list view page, click on Search icon . The search field opens just below
every column that is visible in the list view.
2. Enter the search string in the column of your choice. You can enter keywords in more than
one column to perform a combined column search.
3. Click Go. The search results matching the search string(s) are displayed.

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Adding New Account

Accounts in SupportCenter Plus can be considered as organizations and firms. All the account details
such as, annual revenue, address, phone, email id and account manager details are recorded and
update periodically. Thus giving you a complete picture of the account and its details.

Adding New Account

The new account form can be accessed by two ways in SupportCenter Plus application.
a. Add New drop down
b. Accounts tab
Add New drop down

The Add New drop down is a quick navigator to instantly access the New Accounts form from the
home page.

To configure the New Account, go to Step 3 in Accounts tab.

Accounts Tab
1. Click the Accounts tab in the header pane to open the account list view page.
2. Click on New Account button.
3. From the New Accounts form, specify the name of the Account in the Account Name field.
This is a mandatory field.

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4. Specify the Annual Revenue for the support service from the account.
5. Specify the details such as, Email, Phone, Website and Fax of the account.
6. Select the Type of Industry and Time Zone of the account from the drop down list.
7. Select the Account Manager of the account from the drop down list. To know more on
account manager, refer Account Manager.
8. Specify the Domain Names for the account. The domain name is essential when contacts
raise requests for the first time, the contact is automatically associated to the account with the
specified domain name.

Say, John ([email protected]) sends an email to supportcenter for the first time and the
domain, mycompany.com is already mapped to the account MyCompany Inc., then John
would automatically be associated to MyCompany Inc.

The Auto-Assign contact to account option can be enabled in Settings under Admin module.
9. Specify the Address of the account in the given text fields.
10. Specify relevant information about the account in the Description field.
11. If you would like to attach a file with the account then click Attach a file button and attach the
document.
12. Save the details.

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Account Details Page

The details of the account added by you, while creating the account is displayed under Accounts
Details page. You can edit, delete and view the requests associated to the account from this page. In
addition, you can associate contacts and products, add contacts, advisory and sub account to the
account.

To view the accounts details page,

1. Click on the Accounts tab in the header pane to open the accounts details page.
2. Select the Account Name link of the account to be viewed. The View Account Details page
opens.

The following topics are discussed in this section,

• Viewing Account Details

o Editing Account
o Marking an Account as Inactive
o Deleting Account

• Viewing the Account's Recent Requests

• Sub Accounts

o Adding New Sub Account

o Converting Sub Account to Account
o Associating Contacts to Sub Accounts
o Viewing Sub Account's request
o Editing Sub Account
o Deleting Sub Account

• Viewing Contacts

o Associating existing contacts to account

o Associating Bulk Contacts to account
o Add New Contact to the account

• Viewing Products

o Associating Products to account

• Viewing Contracts

o Adding Contracts to account

• Viewing Advisory

o Adding Advisory to account

• Viewing Tasks

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o Adding Task to account

• Viewing Events

o Adding Event to account

Account Details

This block displays details of the account that was entered while adding the account information. In
addition, the account details block contains an option to view all the requests raised for that account
and also perform operations such as edit, mark as inactive, and delete the account.

Edit Account

You can also edit an account from the account details page,
1. Click Edit Account button.
2. The Edit Account page opens with the values populated while adding the account.
3. Modify the details and click Update.

Mark as Inactive

You can mark an account as inactive from the account details page. When you make an account as
inactive, the sub-account details added to that account will also become inactive and you cannot add
new task, event, product, or contact under the inactive account. [To know more, refer Marking an
Account as Inactive.]

Delete Account

To delete the account:

1. Click on Delete Account button.
2. A confirmation dialog appears.

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3. Click Ok to proceed. The account is removed from the list.

Note When you try to delete an account with one or more request associated with it, a
message stating that the account cannot be deleted; instead it can be made
inactive appears. If you wish to mark the account as inactive, click OK.

Recent Requests

You can view the recently raised account's requests. This helps you to understand the kind of
requests received from the account. A total of five requests can be viewed in the Account Details
page. To view the remaining requests click View All Requests link. You can also add a request from
this page,
1. Click Add Request link. An Add Request form pops-up.
2. Enter the Contact Name. The contact name is mandatory field.
3. The account for which the request is raised is specified in a non-editable field.
4. If the contact details are available in the application, the E-mail, Phone, Mobile fields are
automatically populated.
5. Specify the Request Title. This field is also mandatory.
6. Enter the Description of the request in the field provided.
7. Click Save.
8. If you need to add more details for the request, click Add more Details link. The page
navigates to add new request under Request module.

Sub Accounts

You can add any number of Sub Accounts to the Account. Say, if HP in U.S. is the Account, then its
branches in Germany, Spain, India, Canada, Japan, Singapore can be taken as Sub-Account. In
addition, you can also associate contacts to the sub account. Thus keeping a track of all the sub
account information.

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Adding New Sub Account

1. Click on Add Sub Account button. The New Sub Account form opens with the account name
in non editable text.
2. Specify the Sub Account name. The name is a mandatory field.
3. Enter the Annual Revenue for the support service for the sub account.
4. Specify the Email, Phone, Website and Fax of the account in the respective fields.
5. Select the Type of Industry and Time Zone of the sub account from the drop down list.
6. Specify the Domain Names for the sub account. The domain name is essential when
contacts raise requests for the first time, the contact is automatically associated to the sub
account with the specified domain name.

Say, John ([email protected]) sends an email to supportcenter for the first time and the
domain, mycompany.com is already mapped to the sub account MyCompany Inc., then John
would automatically be associated to MyCompany Inc.

The Auto-Assign contact to sub account option can be enabled in Settings under Admin
module.
7. Specify the Address of the account in the given text fields.
8. You can also specify relevant information about the account in the Description field.
9. If you would like to attach a file with the account then click Attach a file button and attach the
document.
10. Save the details.
Convert Sub-account to Account

1. Click Convert as Account icon as shown in the above image.

2. A dialog box pops up asking you confirmation on the change process.

3. Click Ok to proceed. You can see the changed sub-account to account in the Accounts list
view.

Viewing Sub Accounts

You can view the details of the sub account which you have added while creating the sub account
under View Sub Account Details page. From this page, you can view all the sub account's requests,
edit and delete the sub account. In addition, you can also associate contacts to a sub account.

Associating Contacts to Sub Accounts

1. Click on the name of the Sub Account to associate contacts. The View Sub Account
Details page opens.

2. From this page, you can either search for contacts, associate bulk contacts from the
contact list or add a new contact. To know more on associating contacts refer
Contacts.

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Viewing Sub Account's Requests

You can view the recently raised account's requests. This helps you to understand the kind of
requests received from the sub account. A total of five requests can be viewed in the Sub
Account Details page.
To view the remaining requests
1. Click View All Requests link.

2. You can also select the type of requests to be viewed from the Filter drop down.
3. Close the window.

Edit Account

You can also edit a sub account from the sub account details page,
1. Click Edit Sub Account button.
2. The Edit Sub Account page opens with the values populated while adding the sub
account.
3. Modify the details and click Update.

Delete Sub Account

To delete the sub account,

1. Click on Delete Sub Account button.
2. A confirmation dialog appears.
3. Click Ok to proceed. The sub account is removed from the list.

Contacts

You can search for existing contacts, associate bulk contacts or add a new contact for an account.

Associating existing contacts

1. Specify the contact name in Select a Contact field. If the contact name is available in the list,
the name with the email id is listed. Select the contact from this list.

2. Click Add to list button. The specified contact is added to the contact list as shown.
You can also add a new contact and enter the contact details subsequently.
1. Specify the contact name in Select a Contact field.

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2. Click Add to List button.

3. A dialog box appears, confirming to add the new contact and associate to the account.
4. Click Ok to proceed. The contact gets added to the list.

Associating Bulk Contacts

1. Click Associate Contact button to open all the Recently Added Contacts list view page.
2. Enable the check box beside the contact names you wish to associate with the account.
3. Click Associate button. You need not select the account from the drop down as the account
name is already displayed.
4. The selected contacts are associated to the account and can be viewed in the account details
page.

Add New Contact

1. Click on New Contact button.
2. The Contact Details page drops down, where you can specify the contact Name, E-mail ID
and Phone number. The Name is a mandatory field.
3. Specify the access permissions for the contact to view the request by selecting any of the
three radio buttons.

• Their Own Requests only: Contact can view only their own requests in the account.

• All requests from their account (Primary Contact): Contact can view all the
requests in the account.

• All requests from their account and sub account: Contacts can view all the
requests from their account and sub accounts.
4. Specify the Login details such as the login name and password.
5. Save the details.

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Associate Products

You can also associate products to an account from the accounts details page. On associating the
products with the account, support rep handling the account will be aware of the product list under the
account with its price, warranty period and date of sale.
1. Click Associate Product button to open the Associate Product page.
2. The account name is displayed in non editable text.
3. Select the Product Name from the drop down. The product name is a mandatory field.
4. On selecting the product, if the Unit Price ($) for the product is mentioned, then the price is
populated in the respective field.
5. Select the Date of Sale from the calender icon .
6. Select the Warranty Period for the product in years and months from the drop down.
7. Specify the No of Units. The Net Price ($) for the product is calculated based on the Unit
Price and the No of Units mentioned.
8. If there are any Discounts ($) or Tax Rate (%) for the product, then the same can be
specified in the respective fields. The Net Price ($) will be calculated accordingly.
9. You can also enter a note regarding the product in the Comments field.
10. Save the details. The associated product gets displayed under the Products block.

Add Contracts

If required, you also have an option to add contracts to the account/product from the accounts details
page. The complete details of the contract along with active period, support plan and status can be
viewed.
1. Click Add Contract button to open the New Contract page.
2. Specify the contract details and Save the changes. For more information refer Add New
Contract page.
3. You can see the newly added contract getting displayed under the Contracts block.

Adding Advisory

You can add advisory notes about the account that includes, consultative opinions, announcements of
issues, contract expiry notice and so on. You also have an option to display the advisory in the
request details page.

For instance, a Service Contract for a printer has expired and a request on servicing the printer is
raised to your support team. In this case, add a advisory stating that the Maintenance Contract for the
printer has expired and display it in the request details page. So that the support rep assigned with
the request will be aware that the contract for the product has expired and will take necessary steps.

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1. Click Add Advisory button. The Add Advisory page opens.

2. Specify the advisory in the given text box.

3. If you wish to display the advisory in the request view page then select the option by enabling
the check box. By default the check box will be selected. If you do not want to display the
advisory in the request view page then de-select the check box.
4. Save the changes.

Adding Tasks

The Tasks associated to the account are listed under the Task block. Click the Title link of the task to
view the task details. The page redirects to the Activities tab, from where you can perform edit and
delete operations. You also have an option to add new tasks from this page. Refer Add New Task to
know more.

Adding Events

The Events associated to the account are listed under the Events block. Click the Title link of the
event to view the event details. The page redirects to the Activities tab, from where you can perform
edit and delete operations. You also have an option to add new event from this page. Refer Add New
Event to know more.

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Editing and Deleting Account

ManageEngine SupportCenter Plus provides you with the option to modify and delete the existing
accounts, provided you have the corresponding access permission. The accounts for which requests
have been raised cannot be deleted.

Editing Accounts
1. Click on the Accounts tab in the header pane to open the accounts list view page.

2. Click the Edit icon beside the account to be edited. The Edit Account page opens with the
values populated while adding the account.

3. Modify the details and Update the changes.

To perform a bulk edit of accounts,

1. From the accounts list view page, enable the check box beside the account to edit.

2. Click Edit button. The Edit Accounts window pops-up where you can perform bulk edit for the
fields, Industry, Account Manager and Time Zone.

3. Click Update to save the changes. Click Cancel to return to the list view.

Further, you can also edit accounts from the account details page. To know more, refer Edit Accounts.

Deleting Account
1. Click on the Accounts tab in the header pane to open the accounts list view page.

2. Select the account to be deleted by enabling the check box.

3. Click Delete button. A dialog box pops-up confirming the delete operation.

4. Click OK to proceed. You can see the account deleted from the list.

5. Click Cancel to retain the account information.

To perform a bulk delete of accounts,

1. From the accounts list view page, enable the select all check beside the Accout Name field. A
message stating the number of accounts selected in the current page and the total number of
accounts yet to be selected appears.

2. Click the link in the message to select all the accounts. All the accounts will get selected and
some of the action buttons will be disabled.
3. Click Delete button. A dialog box pops-up confirming the delete operation.

4. Click OK to proceed. You can see the account deleted from the list.

Alternatively, you can also perform the delete operation from the accounts details page. To know how,
refer Delete Accounts.

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Warning 1. When you delete an account, the associated contacts will also be deleted from the
database.

2. If request are raised for an account, then that account cannot be deleted.

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Copy Accounts to Business Units

ManageEngine SupportCenter Plus provides you the option of copying accounts across business
units. This can be done only when multiple business units are enabled and configured in the
application. For more information on configuring business units, see "Configuring Business Units".
When an account information is copied to another business unit, the sub-account and the advisory
details of that account are copied along with the account details.

Note

While copying the accounts, the contact details and other information such as
products, events, and tasks are not copied.

Copying Accounts

To copy an account:
1. Click Accounts tab in the header pane to open the accounts list view page.

2. Select the account to be copied by selecting the check box in the accounts list view page.
You can also select multiple accounts by selecting more than one check box.
3. Select the business unit to which the account has to be copied from the Copy to drop-down
list. The account is copied to the selected business unit.
NOTE: The Copy to option will be available only when Business Units are enabled and more
than one Business Unit is configured.

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Marking an Account as Inactive

Earlier, in SupportCenter Plus, an account could not be deleted if requests, contracts, tasks, events or
products were associated to it. These accounts remain active and appear in the account drop-down
list while creating requests, contracts, tasks or events. To avoid a long list of inactive accounts in the
account drop-down list, SupportCenter Plus has provided a feasible solution with Mark as Inactive
option in the account details page, using which, any further contracts, tasks or events for that account
cannot be created.

Note
Requests can be created for inactive accounts.

To mark an account as inactive,

1. Click Accounts tab in the header pane.

2. From the account list view page, select the account to be marked as inactive.

3. From the account details page, click Mark as Inactive button. A confirmation dialog appears.
4. Click OK to proceed. The status of the account is turned to inactive.

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1. Once the account is made inactive, the Delete Account button disappears and
Note Make as Active button appears.

2. The icon beside the account name indicates that the account is made
inactive and this icon gets displayed wherever the inactive account is used.

When a request from an inactive account is fetched into SupportCenter Plus, the account and contact
information appear in the request details page but the contracts associated to the account does not
get applied.

Marking an Account as Active

When the status of the account is marked as inactive, the Mark as Inactive button changes to Mark
as Active. To bring the account back to the active state, click Mark as Active button.

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Assigning Topic Template to Account

Using Topics Template, you can group specific topics under a template and assign this template to an
account. Thus restricting the contacts, associated to the account, to view only solutions pertaining to
the topics grouped under the template.
You can assign either all or specific Topic Template to accounts from the accounts list view page.
This template can also be used for other accounts, however multiple templates cannot be assigned to
an account. To create topics template refer Topics Template under Solutions module.

1. Topics Template can be shared by other accounts.

Note 2. A single account can be assigned to one topics template.

3. When users without accounts log into SupportCenter Plus, you can configure the
corresponding solution views under Admin -> Settings -> Solution View.

Assigning Topic Template

1. Click the Accounts tab in the header pane to open the Accounts list view page.

2. Enable the check box beside the account you want to assign topics template and click Topics
Template drop down.

3. Select the Assign Template option from the list. The Assign Template page opens as
shown below,

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4. Enable the appropriate radio buttons from the Assign Template page.
1. Show All Topics: Select this option to show all solution topics to the account.
2. Don't show any topics: Select this option, if you do not want to show any topic to
the account.

3. Show specific Topic Template: Select this option to show specific topics available
under particular template. You can select a Topic Template from the drop down list,
to assign it to the account.
5. Click Assign button.

Note On assigning the Topics Template to an account, the solutions related to the topics
template can be viewed by the contacts (associated to the account) once they login to
the application using their login credentials.

Viewing Topics Template

To view the Topic Template assigned to an account,

1. From the accounts list view page, click on the Account Name. The Accounts Detail page
opens.

2. Under the Account Details block, click the hyperlink of the Topics Template name to view the
services provided.

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Editing Topics Template

To edit the Topic Template assigned to an account,

1. Click on the Accounts tab in the header pane to open the accounts details page.

2. Select the Account Name link of the account to edit the Topic Template.
3. Click the Edit link available beside the Topics Template field. The Assign Template page
opens.
4. Choose the appropriate radio button.
5. Click Assign button.

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Importing Sales details from CSV file

The Sales details include the products purchased by the Accounts along with the details such as date
of sale, warranty period, number of units purchased and so on. You can either import sales details
from other application or you can directly import the sales details in CSV format into SupportCenter
Plus.

To import sales details from CSV file,

1. Click the Accounts tab in the header pane to open the accounts list view page.

2. Click Import Sales details from CSV link.

Step 1: Upload CSV file

1. Click on Browse button to select the CSV file.
2. On locating the CSV file from the file chooser window, click Open.
3. Select the File Encoding from the drop down.
4. Click Next >> button.
Step 2: Map Columns
1. Map the application sales field with the field names from the CSV file.
2. Click Next>>. Click Previous << to go back to Step 1.
Step 3: Import
1. Click Import Now button. The sales detail values from the CSV file is imported.
2. Once the import is complete, the data on how many records were added, how many
overwritten, and how many failed to import is displayed in the pop-up.
3. If at any point you wish to stop importing from the CSV file, click the Exit button.

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Importing Accounts & Contacts from CSV file

Adding each and every account along with the contact information is endless, and is even more
tedious to keep the information in sync with the organization's customer database.

SupportCenter Plus provides an easy-to-use CSV import option to import all relevant account and
contact information from your existing database or even from other applications. The application also
provides, Scheduling a CSV import to keep its database in sync with the customer's database.

To import contacts from CSV file,

1. Click the Accounts tab in the header pane to open the accounts list view page.

2. Click Import Accounts/Contacts from CSV link.

Step 1: Upload CSV file
1. Click on Browse button to select the CSV file.
2. On locating the CSV file from the file chooser window, click Open.
3. Select the File Encoding from the drop down.
4. Click Next >> button.

Step 2: Map Columns

From this section you can import both account and contact information at the same time. Thus
establishing the contact-account relationship and also self service login to the contacts in just one
import. For this, every individual contact available in the CSV file should be associated to an account.
1. Map the application contact fields with the field names from the CSV file.
2. Click Next>>. Click Previous << to go back to Step 1.

Step 3: Import
1. Click Import Now button. The account/contact details from the CSV file is imported.
2. Once the import is complete, the data on how many records were added, how many
overwritten, and how many failed to import is displayed in the pop-up.
3. If at any point you wish to stop importing from the CSV file, click the Exit button.
The Login name column is the identifier for contacts. So two contacts cannot have the same
login name since the existence of a contact is checked based on the login name value.

Warning If by mistake there was any mismatch of fields during mapping, and a new import of CSV is
performed, the records is updated based on the login name value. If there were any records
that did not have any login name at all or there was mismatch in the login name itself, then
duplicate entries is created.

In these cases, delete such entries from the contact list and import again or manually edit the
information available.

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Contacts

ManageEngine SupportCenter Plus allows you to maintain valuable customer information and keep it
up-to-date. The customer information includes, details of the account associated to the contact and
requests raised by the contact. Customers can access the self service portal with their login
credentials, where the status of the request sent by them to the support team can be checked.

SupportCenter Plus provides two simple ways to add your Customer information.
Importing from Outlook
Importing from CSV and schedule a CSV import.

Importing from Outlook

The SupportCenter Plus Outlook edition is productivity-enhancement software that can be used with
SupportCenter Plus system and Microsoft Outlook. The Outlook edition can be installed on user's MS
Outlook as a plugin, which can be used to synchronize the contacts in between Microsoft Outlook and
the SupportCenter Plus. To know more on refer, MS-Outlook Integration with SupportCenter Plus.

Importing from CSV & Scheduling CSV Import

The easy-to-use CSV import option quickly imports all the relevant information from the existing
database and also provides an option to keep the database in sync with the organization's customer
database.

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Contacts List View

On clicking the Contacts tab, the page redirects you to the Contacts List View page where you can
maintain and organize all the Contacts created in SupportCenter Plus. You have the facility to,

• Customize the page to display the contacts

• Option to view contacts based on filters

• Import Accounts/Contacts from CSV

• Effective Search option through keywords and alphabets.

• Set the number of contacts to be displayed per page

• Perform operations such as creating new contact, editing and deleting contacts.

From the Contacts List View, you can:

1. Views: Customize the page to display the Contacts using Custom Views option. The
Contacts is sorted based on the filter criteria you specify while creating the custom view. You
can create, reorder, and manage the custom views. The custom views created can be made
public or private. [Refer Custom Views for more information.]

2. Import Accounts/Contact from CSV: Import relevant data of account and contact
information from the existing database as well as from other applications. [Refer Importing
Accounts/Contacts from CSV for more information.]
3. Set the number of Contacts per page and navigation buttons: View the entire list of
contacts configured in SupportCenter Plus application by settings the number of Contacts to
be viewed per page. Navigate through the pages using the next and previous navigation
buttons.

4. Recent Items: All the recent items viewed by you is displayed under the Recent Items block.
You can also navigate back to the pages on clicking on the item link.

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5. Search: Search for Contacts either through alphabets or column-wise search option. [Refer
Searching Contacts for more information.]

6. Creating New Contact: Create New Contacts. [Refer Adding New Contact for more
information.]
7. Bulk Operations:

• Deleting: Delete bulk Contacts from the list view. [Refer Deleting Contact for more
information.]

• Associate Contacts to Accounts: Associate bulk contacts to an account. [Refer

Associate Contacts to Accounts for more information.]

• Reconcile Contacts: Reconcile contacts who have multiple entries in SupportCenter

Plus. [Refer Reconcile Contacts for more information.]

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Contacts based on Filters

You can view Contacts based on filters from the Contacts list view page. In addition, you can also
create new filters using the Custom View option to place Contacts in specific groups. There are some
pre defined filters in SupportCenter Plus as shown,

• All Contacts
Lists all the Contacts available in SupportCenter Plus

• Recently Added Contacts

Lists the most recently added Contacts.

• Contacts without Account

Lists all the Contacts that are not associated to an account.

• Primary Contacts
Lists all the contacts that are associated to an account and can view all the requests raised
from their accounts.

• Unapproved Contacts
Lists all the contacts that require approval from the administrator. For instance, if a non
logged in user raised a request from the self service portal, then the user is added as an
unapproved contact.

• Registered Contacts
New Users who have registered for SupportCenter Plus through the Customer portal are
listed under this category. These contacts need to be approved by the administrator.

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Custom Views

You can create your own customized Contacts list view page. The Contacts are sorted based on the
filter criteria you specify while creating the custom view. Thus helping you to sort and view the
Contacts based on your requirement.

• Create Custom View

• Reorder Views

• Manage View

Creating Custom View

If you want to view all the Contacts from a particular account,

1. Click Contacts tab in the header pane to open the contacts list view page.
2. Click in the Views section and select Add Custom View from the drop-down list.

3. In the Add Custom View page, specify a View Name. This field is mandatory.
4. If you are the administrator and want this custom view to be available only when you log in,
select the check box beside Make this view as private custom view. The custom view is
made private. By default, the custom view for an administrator is public.

If you are a support rep without administrator login privilege then by default the created
custom view is private. The option to "Make this view as private custom view" is not available.
5. In the Advance Filtering block, select the criteria to be filtered from Column drop down
along with its matching Criteria. For instance, select "Account Name" from Column drop
down and "is" from criteria.

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6. Click on Choose button.

7. From Select Column Data pop up choose your option. You can select options based on your
selected column and criteria.
8. Click Add to Filter button to save the filter criteria details. The filter criteria is listed in Filter
Set block.

9. If you wish to add more filter conditions to this view then, select the required column, criteria &
conditions of the filter.
10. If there are more than two criteria, specify AND or OR conditions by enabling either of the two
radio buttons.
11. Click Save. Click Save and Add New to save and add another custom view.

The Custom View is now displayed under Views in the contacts list view page. The custom view
marked as private is listed under My Views and the public custom view is displayed along with the
predefined filters.

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Reorder Views

Reorder feature in Contacts module allows you to set the order of contacts view preferred.

To reorder the contact view:

1. Click Contacts tab in the header tab to open the contacts list view page.

2. Click in the Views section and select Reorder Views from the drop-down list. The
Reorder Views pop up page opens.

3. Select a view which you wish to reorder. Say, 'Registered Contacts' and click to move the

view upward or click to move the view downward.

4. Click Save. The selected view is reordered.

Manage Custom Views

You can view all your customized view under Manage Custom Views. From this page you can add,
edit and delete a custom view.
1. Click Contacts tab in the header pane to open the contacts list view page.

2. Click in the Views section and select Manage Custom View from the drop-down list.
The Custom View page opens listing all the created custom views.

• - indicates the custom view is public and can be viewed by all users.

• - indicates the custom view is private and can be viewed only by the creator of the
custom view.

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Note
1.If you are the administrator then you can view all your customized private and
public views.

2. If you are a support rep then you can add only private custom views.

Edit Custom Views

To edit a custom view,

1. Click the edit icon beside the filter name you wish to edit.
2. From Edit Custom View page, edit the details.
3. Click Save. You can also add a new custom view by clicking Save and Add New button.

Delete Custom Views

To delete custom views,

1. Select the check box beside the custom views to be deleted. The administrator has the
privilege to create and delete public views.
2. Click Delete button. A pop up window confirming the delete operation appears.
3. Click Ok to proceed. The Custom View is deleted from the list.

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Customizing Contacts List View

ManageEngine SupportCenter Plus gives you an option to customize the contacts list view page by
including columns of your choice.

To customize the contacts list view,

1. Click on the Contacts tab in the header pane to open the Contacts list view page.
2. Click on Column Chooser icon . The available columns that can be displayed in the list
view pops up. The columns that are currently visible in the list view is indicated with selected
check box.

3. To remove a column, de-select the check box and click Save.

4. To add a column to the list view, select the check box beside the column you wish to add.
Click Save.
5. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
6. Click Save. Only the selected columns are added in the request list view.

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Any Additional fields added for the contact will also be displayed in the column list view. You can also
sort the list view in ascending or descending order. Clicking it once sorts it in ascending order.
Clicking twice sorts the column in descending order.

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Search Contacts

You can search for contacts based on the keywords and column wise search options using contact
parameters such as contact name, email ID, account to which the contact belongs and so on.

Search contacts based on

• Keywords & Alphabets

• Column-wise Search

Search contacts based on Keywords and Alphabets

Contacts tab
1. Click Contacts tab in the header pane to open the contact list view page.
2. Enter the keyword in the search field provided.
3. Click Search. All solutions that match the keyword provided by you in the search field is
displayed.

Alternatively, from the contacts list view page, you can search for contacts in alphabetic order using
the alphabets displayed.

Performing a Global Search

You can also perform a Global Search that searches the keyword in every module at one go.
Advance search options such as, Wildcard search, phrase search, boolean search, field specific
search and much more, can be used to make the search effective. To know more, click Search Tips.

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Column-wise Search

You can also perform column-wise search of contacts if you know any of the contact detail such as
contact name, email ID, login name and so on. To perform a column-wise search,
1. From the contacts list view page, click on Search icon . The search field opens just below
every column that is visible in the list view.
2. Enter the search string in the column of your choice. You can enter keywords in more than
one column to perform a combined column search.
3. Click Go. The search results matching the search string(s) are displayed.

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Adding New Contact

You can add contacts manually in SupportCenter Plus, associate them to accounts and provide login
access permission. In addition, you can also configure the permission to view requests for the contact
while accessing the Customer Portal.

The new contact form can be accessed in two ways in the SupportCenter Plus application,
Add New drop down
Contacts tab
Add New drop down

The Add New drop down is a quick navigator to instantly access the New Contacts form from the
home page.

To configure the New Contact, go to Step 3 in Contacts tab.

Contacts Tab
1. Click the Contacts tab in the header pane to open the Contact list view page.
2. Click on New Contact button.
3. From the New Contacts form, specify the name of the contact in the Name field. This is a
mandatory field.

If the existing contacts have similar names then SupportCenter gives an option to use any of
the following user profiles as shown below,

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4. Specify the details such as, Email ID, Phone and Mobile number of the contact. If the
contact has an Alternative E-mail, then enter the same in the given text field.
5. Specify the Job Title of the contact.
6. You can associate the contact to a account or sub account. Select the Account/Sub
Account from the drop down.

If the account is unavailable in the list, then you can add a new account using the Add New
Account link. The drop down box disappears and a text field appears where you can enter
the Account Name.
7. Provide permission to the contact, to view requests while accessing Customer Portal by
enabling either of the radio button.

• Their Own Requests only: By default, this option is enabled irrespective of whether
the contact is associated or not associated to an account.

• All Requests from their Account (Primary Contact): Contacts can view all the
requests raised from their account.

• All Requests from their Account and sub account: Contacts can view all the
requests raised from their account and sub accounts.
8. If there are any Additional Contact Details, then enter the same in the respective fields. You
can configure Additional Contact Fields in the Admin module.
9. You can provide login permission to the Customer Portal on enter the Login Name and
Password under Login details block.
10. Re-enter the password in Re-type Password field.
11. Specify relevant information about the contact in the Description field.
12. Save the details.
You can send the login details to the contact by enabling "Send Self Service login details" option in
Notifications Rules under the Admin tab. [Refer Notification Rules to know how to set the
notification rules]

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Contact Details Page

The details of the contact added by you, while creating the contact is displayed under Contacts
Details page. You can edit, delete and view the requests raised by the contact from this page.

To view the contact details page,

1. Click on the Contacts tab in the header pane to open the contacts details page.
2. Select the Contact Name link of the contact to be viewed. The View Contact Details page
opens.

Contact Details

This block displays details of the contact that was entered while adding the contact information. In
addition, the contact details block also contains option to view the requests raised by the contact and
perform operations such as edit and delete on the contact details.

Edit Contact

You can also edit a contact from the contact details page,
1. Click Edit Contact button.
2. The Edit Contact page opens with the values populated while adding the contact.
3. Modify the details and click Update.

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Delete Contact

To delete the contact,

1. Click Delete Contact button.
2. A confirmation dialog appears.
3. Click Ok to proceed. The contact is removed from the list.

Recent Requests

The Contact details page displays a quick view of all the recent requests raised by the contact. You
can also view all the requests raised by the contact by clicking View All Requests link.

Select the filter to view the requests to be displayed as shown in the image above.

If you are on a phone call with the contact then you can add a request instantly from the contact
details page. Click Add Request link. The details of the contact is automatically filled in the
respective fields. All you need to do is enter the Request Title and the Description of the request.

If you wish to add more details to the request like, setting the priority and assigning to support rep,
select Add more Details link which opens the new request form.

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Account Mapping

If you have raised the request without account information for the contact in the Request Details page,
you can update all the requests with the new account information from the Contact Details page.

To map the account information with the previous requests:

1. Click Update Request-Account Mapping link. A pop up message appears seeking your
confirmation to update all the previous requests with the new account.

2. Click Yes, Update All Previous Requests button. The account information is mapped with
all the requests.
Note: The account information will be mapped with all the requests raised by the contact, but
the contract details associated to the account will get applied only for the request with Open
status.

Tasks and Events

The tasks and events associated to the contact are listed in the Tasks and Events block respectively.
You can also add a new task and event from this page. Clicking on the Title of the task or event
redirects you to the Activities tab, from where you can perform edit and delete operations. To know
more on adding new task and event, refer Add New Tasks and Add New Events.

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Editing and Deleting Contacts

ManageEngine SupportCenter Plus provides you with the option to modify and delete the existing
contacts, provided you have the corresponding access permission.

Edit Contact

1. Click the Contacts tab in the header pane to open the contacts list view page.

2. Click the Edit icon beside the name of the contact you wish to edit. The Edit Contact page
opens with the values populated while adding the contact.

3. Modify the details and Update the changes.

Alternatively, you can also edit the contacts from the contact details page. To know more, refer Edit
Contact.
1. Click Edit button.

2. The Edit Product page opens with the values populated while adding the product.
3. Modify the details and click Update.

To reset the password of the contact,

1. From the Edit Contact form, click Reset Password link beside the Password field. The
Reset Password dialog pops up.

2. Enter the password in the New Password field. This is mandatory field.

3. Click Reset Password. The pop-up refreshes with a success message.

4. Click Ok to close the window.

Note
To intimate the change of password to the requester automatically once you have
reset the password, you need to enable "Send Self-Service login details" option in
Notifications Rules under Admin tab.

Delete Contact
1. Click the Contacts tab in the header pane to open the contact list view page.

2. Select the check box beside the name of the contact you wish to delete.

3. Click the Delete button. A confirmation dialog pop-up.

4. Click Ok to proceed with the deletion of the contact information.

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To delete bulk contact information from the application,

1. From the contacts list view page, enable the select all check beside the Name field. A
message stating the number of contacts selected in the current page and the total number of
contacts yet to be selected appears.

2. Click the link in the message to select all the contacts. All the contacts will get selected and
some of the action buttons will be disabled.
3. Click Delete button. A dialog box pops-up confirming the delete operation.

4. Click Ok to proceed with the deletion of the contact information.

Alternatively, you can also delete contacts from the contact details page. To know more, refer Delete
Contact.

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Reconcile Contacts

Contacts with multiple entries in SupportCenter Plus can be reconciled into one. Say for instance, a
contact sends a request from mail address as [email protected], and replies to the request from
another mail address as [email protected], then these two mail address are considered as
two different contacts in SupportCenter Plus.

If you are aware that the same user is sending mails from different mail addresses then you can
reconcile the two users as one. And in future if you receive mails from the reconciled mail id, the
application shows or refers to the current available name and mail ID.
1. Click the Contacts tab in the header pane to open the Contact list view page.
2. Select the check box beside the contacts to be reconciled.
3. Click Reconcile Contacts button to open the Reconcile Contacts page.
4. All the selected contact is listed in the page. Enable the radio button beside the primary
contact.
5. Click Reconcile. All the contacts except for the selected primary contact is reconciled.

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Associate Accounts with Contacts

Bulk contacts can be associated to an account using this option.

To associate accounts with contacts,

1. Click the Contacts tab in the header pane to open the contact list view page.

2. Enable the check box beside the contacts you wish to associated to the account.
3. Select the Account from the Select Account drop down.
4. Click Associate. A success message appears on successfully associating the contacts with
the account.

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Unapproved Contacts

Contacts added or imported by the administrator are approved contacts, by default. These contacts
are provided with customer portal login details and their requests are tracked periodically. Apart from
these contacts, there are users who send request to SupportCenter Plus whose contact information is
unavailable in the database. These contacts are added under Unapproved Contact list in the
application and are indication by the unapproved icon.

These requests are logged into the application based on the options selected under Contact auto -
addition configuration under Admin tab -> Settings.

Approving Unapproved Contacts

1. Click on the Contacts tab in the header pane to open the contact list view page.

2. Click on Unapproved Contacts link under Views.

3. From the Unapproved Contact list view, select the contacts to be approved by enabling the
check box.
4. To approve the contact select Approve option from the Approve Actions drop down.

5. To approve the contacts and also provide customer portal login permission, select Approve &
provide login option. The selected contacts are listed under All contacts.

6. You can remove unapproved contacts by cliking on Delete button.

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Registered Contacts

Registered contacts are similar to that of unapproved contacts, except, these contacts have
registered for SupportCenter Plus through the Customer Portal. On registering, these contacts are
listed under Registered Contacts from where the users have to be approved and provided login
permissions to the customer portal.

If the administrator has enabled notifications to be sent to support reps when a new user registers in
the portal, upon registering, the support reps will receive a Registration Awaiting Approval mail with a
link to approve the contacts. Clicking on the link opens the Registered Contacts list view page. To
approve a contact, go to step 3 in Approving Registered Contacts.

Approving Registered Contacts

1. Click Contacts tab in the header pane to open the contact list view page.

2. Click Registered Contacts link under Views.

3. From the Registered Contacts list view, select the contacts to be approved by enabling the
check box.
4. To approve the contact slect Approve option from the Approve Actions drop down.

5. You can also approve and provide customer portal login permission to the contact by
selecting Approve & provide login option fromt the Approve Actions drop down. The
selected contacts are listed under All contacts.

6. You can remove registered contacts by clicking on Delete button.

Note:
The new customers who awaits approval from the concerned support rep will alone get listed under
Registered Contacts. The other customers without approval process will automatically get added to
the Contacts module upon registration through portal.

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Copy Contacts to Business Units

The contact of one business unit can be copied to another business unit. This can be done only when
multiple business units are enabled and configured in the application. For more information on
configuring business units, see "Configuring Business Units". While copying the contact information,
the account and sub-account information are also copied along with the contact.

Copying Contacts

To copy a contact:
1. Click Contacts tab in the header pane to open the contacts list view page.

2. Select the contact to be copied by selecting the check box in the contacts list view page. You
can also select multiple contacts by selecting more than one check box.
3. Select the business unit to which the contact has to be copied from the Copy to drop-down
list. The contact is copied to the selected business unit.

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Activities

The Activities tab comprises of the list of Events conducted in the organization and the Tasks
assigned to the support reps. Events are considered as the team meetings, conference, seminars or
product launch that takes place in the organization. The Event and Task can be associated to a
request, contract, account or contact. Say for instance, if the Event is a team meeting to discuss an
issue over the Acme account or a Task assigned to a support rep to change the printer toner.

In this Activities section, we will be referring Tasks and Events as Activities.

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Activities List View

The activities list view page organises and displays all the events and tasks configured in
SupportCenter Plus. The following functionality can be performed from the activities list view,

• option to view the events and tasks based on filters.

• customize columns to be displayed in the list view.

• set the number of tasks or events to be displayed per page.

• search for tasks or events using the search icon.

On clicking the Activities tab in the header pane, the page redirects to the activities list view page.
This page consists of two sub tabs - Tasks sub tab and Events sub tab. Clicking on Tasks sub tab,
lists the tasks list view page, while clicking on Events sub tab lists the events list view page.

From the List View page, you can:

1. Views: The pre-defined filters provide a quick consolidated view of the tasks and events
configured in the application.

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2. Set the number of tasks, events per page and navigation buttons: You can set the
number of tasks and events to be displayed in the list view page.
3. Recent Items: All the recent items viewed by you is displayed under the Recent Items block.
You can also navigate back to the pages on clicking on the item link.

4. New Tasks: Creating New Tasks.

5. New Events: Creating New Events.
6. Bulk Operations - Delete: Delete bulk tasks and events from the list view.

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Viewing Activities based on Filters

Through the pre-defined filters in the Activities Tab, you can have a quick and consolidated view of
the tasks and events configured in the application. There are some pre defined filters in
SupportCenter Plus as shown,

Tasks

• Tasks Today:
Lists all the tasks assigned to the logged in support rep that is due on that day.

• Pending Tasks:
Lists all the unfinished and incomplete tasks assigned to the logged in support rep.

• Overdue Tasks:
Lists all the tasks assigned to the logged in support rep that has exceeded the due date.

• Completed Tasks:
Lists all the tasks assigned to the logged in support rep which are completed and closed.

• All Tasks:
Lists all the tasks, irrespective of status, configured in the application.

• My Tasks:
Lists the tasks assigned to the logged in support rep, irrespective of the status.

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Events

• All Events:
Lists all the events configured in the application.

• Events Today:
Lists all the events that are to be held on that day.

• Upcoming Events:
Lists all the upcoming events in the organization.

• My Events:
Lists all the events created by the logged in support rep.

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Customizing Activities List View

You can customize the Activities List View to display columns of your choice. To customize columns
displayed in the list view,
1. Click the Activities tab in the header pane.

2. From the List View, click on Column Chooser icon . The Columns widget pops up listing
the parameters that can be displayed in the list view. The columns that are currently visible in
the list view is indicated with selected check box.

3. To remove a column, de-select the check box and click Save.

4. To add a column to the list view, select the check box beside the column you wish to add.
Click Save.

5. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
6. Click Save. Only the selected columns are added in the activities list view.

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Searching Tasks and Events

You can also perform a column-wise search of tasks and events based on the parameters listed in the
List view.

To perform a column-wise search,

1. Click on Activities tab in the header pane.

2. From the List View page, click on Search icon . The search field opens just below every
column that is visible in the list view.

3. Enter the search string in the column of your choice. You can enter keywords in more than
one column to perform a combined column search.
4. Click Go. The search results matching the search string(s) are displayed.

Note
1. The search would return the results for any of the text fields of the tasks
and events.

2. You cannot search for tasks and events based on any of the date fields.

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Adding New Tasks

You can add new tasks and associate it to a Request, Account, Contact or Contract from this module.
The tasks added by you can be a personal reminder of the due by tasks or you can add tasks to other
support reps. Say, if a request involves multi technician work, then different tasks are created and
assigned to the technicians, and each of these tasks are associated to the request.

There are two ways through which Tasks can be created in the application,

a. Add New..drop down

b. Activities Tab

Adding Tasks from Add New..drop down

The Add New... drop down is a quick navigator to instantly access the New Task form from the home
page.

To know how to add a new Task, go to Step 4 in Adding Tasks from Activities Tab.

Adding Tasks from Activities Tab

1. Click the Activities tab in the header pane. The Activities Tab comprises of the Tasks and
Events sub tabs.

2. Select the Tasks sub tab. The list of tasks assigned to the logged in support rep that is due
for that day is listed.

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3. Click New Task button.

4. In the New Task form, specify the Title of the task. The Title is a mandatory field.

5. If the task is associated to a request, account, contact or contract, then select the same from
the Associate to drop down. Also, you can associate it to a specific request, account, contact
or contract using the search icon .

Note: If you are adding the task from the Request, Account, Contact or Contract details page,
then the Associate to option is selected automatically.

6. Select the Start Date of the task from the calendar icon . Also, select the Start Time from
the drop down.

7. Select the Due Date of the task from the calendar icon . Also, select the Due Time from
the drop down.
8. For repetitive task, select the duration as Daily, Weekly, Monthly, or Yearly from the Repeat
Task drop down.

The repeat options for the selected duration is displayed below the Repeat Task drop down.
The repeat options varies for each duration. For example, if the duration selected is Daily,
then the repeat options will be, repeat task for a particular number of days or every weekday.

Select the option as required. If the task has an end date, select the date using the calendar
icon . Else, enter the number of times after which the event ends in the text field.
9. If the task is non-repetitive, select Never from Repeat Every drop down.

10. To assign the task, select the support rep from Assign to drop down. Next, select the
Priority and Status of the task from the respective drop down.
11. Enter the content of the task in the Description field.

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12. You can be reminded of the task by selecting the number of days/hours from Remind me
before drop down or you can select the date using the calendar icon and the time of
reminder from Remind me on drop down. You will be reminded of the task based on the
scheduled date and time
13. Click Add. The task is added to the existing list.

If you have enabled "Send Email when a task is assigned to a support rep" under Notification
Rules, then an email notification is sent to the support rep assigned to the task as shown below,

Clicking on the link in the email leads to the SupportCenter Plus login page, where on entering the
login credentials, the support rep can get started with the task.

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Viewing Tasks

The details of the task are organized logically in the Task details page. From the View Task page you
can, alter any details in the task, mark the task as complete once the task is finished and also delete
the unwanted tasks.

To view the details of an task,

1. Click the Activities tab in the header pane.

2. Click the Title link of the task to be viewed.

Task Details

The Task details block displays the Title of the task, the user to whom the task is assigned and the
name of the user who has created the task along with the created date and time. This is followed by
the remaining details that was filled while creating the task such as, the Start Date and Due Date of
the task, Status, Description and the request, contract, account or contact to which the task is
associated to.

You can set a personalized reminder for this task using the Add Reminder link. Select the number of
days/hours before which the reminder should be sent using Remind me before drop down. You can

choose to be prompted by Email or SMS or both. Click to set the reminder.

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If you have specified a reminder while creating the task, then the same is displayed in the task details
block. You can modify the number of days/hours before which the reminder should be sent using the
Edit Reminder link.

Comments on the progress of the task can be entered by clicking the Add Comments link. Enter
your comment in the text field and click Add. You can also delete a comment using the Delete link.

Changing the Status of the task

To change the status of the task click Change link beside Status. The four states of the task are, Not

Started, In Progress, On Hold and Complete. Select the status and click . You can also mark a
task as complete by selecting Mark as Completed sub tab.

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Adding New Events

Events that take place in the organization such as team meetings, conference, seminars, product
launch and so on, can be recorded and sent to the participants from the Activities Tab.

There are two ways through which Events can be created in the application,

a. Add New.. drop down

b. Activities Tab

Adding Events from Add New..drop down

The Add New..drop down is a quick navigator to instantly access the New Event form from the home
page.

To know how to add a new event, go to Step 4 in Adding Events from Activities Tab.

Adding Events from Activities Tab

1. Click the Activities tab. The Activities Tab comprises of the Tasks and Events sub tabs.

2. Select the Events sub tab. The list of All Events is displayed.

3. Click New Event button.

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4. In the New Event form, enter the Title of the event to be held. The Title is a mandatory field.

5. If the event is associated to a request, contract, account or contact, then select the same from
the Associate to drop down. Also, you can associated it to a specific request, account,
contact or contract using the search icon .

Note: If you are adding the event from the Request, Account, Contact or Contract details
page, then the Associate to option is selected automatically.

6. Select the date of commencement of the event and the end date using the calendar icon .
7. If the event is an all day event, enable the check box beside All-day event. Else, select the
time duration of the event beside the Start date and End date drop down.
8. For repetitive event, select the duration as Daily, Weekly, Monthly or Yearly from the
Repeat Event drop down.

The repeat options for the selected duration is displayed below the Repeat Event drop down.
The repeat options varies for each duration. For example, if the duration selected is Daily,
then the repeat options will be, repeat event for every particular number of days or every
weekday.

Select the option as required. If the event has an end date, select the date using the calendar
icon . Else, enter the number of times after which the event ends in the text field.

9. If the task is non-repetitive, select Never from Repeat Every drop down.
10. Specify the location of the event in Location text field. Also, provide a brief Description of
the event.
11. To select the Participants of the events, click Add/Edit Participants link. From the Add/Edit
participants pop up, select the users i.e., Support Reps, Contacts and Account Managers

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from the drop down. The respective users configured in the application are listed. You can
conduct a search for the participants by entering the search keyword text in the search field.

12. To move the participants to the Selected List block, select the user and click >> Assign
button.

13. If the Participants are not present in the users list, enter their Email Address manually in the
text field provided. Multiple email addresses can be entered using comma as a separator.
Click Add. The selected participants are listed in the Participants block of the new event form.

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14. You can choose to send an email notification to all the participations by enabling the check
box. Also, you have an option to notify yourself when all the participants respond to the
invitation.

15. The event conducted can be made Private or Public. A Public event is visible to all the users
whereas, a Private event is visible only to the selected participants and you.

16. You can set personalized reminders to prompt an email or sms for the event. To set a
reminder, click Add and select the number of days/hours before which the reminder should
be sent from Remind me before drop down. You can choose to be prompted by Email or
SMS or both.
17. Click Add. The event is added to the existing list and an email notification is sent to the
selected participants.

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Viewing Events

The View Event page organizes the details of the event in a logical manner. You can view an event if
you are a participant or if the event is made "Public". To view the details of an event,
1. Click the Activities tab in the header pane.

2. Click the Title link of the event to be viewed.

Event Details

The Event details block displays the Title of the event, privacy settings, name of the user who has
created the event along with the created date and time. This is followed by the remaining details that
was filled while creating the event such as, the Start Date and End Date of the event, Location,
Description and the request, contract, account or contact to which the event is associated to.

If you wish to be reminded of this event, then you can set a personalized reminder using the Add
Reminder link. Select the number of days/hours before which the reminder should be sent using

Remind me before drop down. You can choose to be prompted by Email or SMS or both. Click
to set the reminder.

If you have specified a reminder while creating the event, then the same is displayed in the event
details block. You can modify the number of days/hours before which the reminder should be sent
using the Edit Reminder link.

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Posting your response to the Invitation

If you are a participant of an event, then an invitation via email is sent as shown below,

This message template can be customized under Notification Rules -> Activities module -> "Notify
participants by Email, when they are invited for an event".

To respond to the invitation, click on the link given in the email. You will be routed to a page
displaying the event details. If you are sure to attend the event, click Yes radio button. If you are
unsure of your participation, select Maybe. If you are unable to attend the meeting, select No radio
button. Post your comments in the text as shown. Click Add. Your response will be saved. Click Close
link to close the window.

Note: Alternatively, if the participants are SupportCenter Plus users, then they can log into the
application, select the event and respond to the invitation.

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Recording Invited Participants

The Invited Participants block is visible to the user who has created the event. This block is to keep a
track of the participants who Will Attend the event, Not Attend the event and those who May Attend
the event. By default, the creator of the event is listed in the Will Attend sub tab. The participants who
have not responded to the mail are listed in Not Responded sub tab. So with these tabs, you can
keep a track of the participants attending the event.

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Timesheets

ManageEngine SupportCenter Plus provides you a facility to view all the time entries entered by the
support reps on requests and thereby providing you the complete view of time entries in a single view.
The time entry details specified for resolving the request in Request Details page is displayed under
the Timesheets tab.

The time entries can be viewed for an account or all accounts at a varying date range and also you
can group the time entries either by Account name or Support Rep. The total time spent by the
support rep on the requests and the total amount to be paid by the customer can also be viewed
using the Timesheets tab.

The administrator can export the 'Billable' time entries as IIF file format to be imported into
QuickBooks for invoicing the customers.

NOTE:
The Timesheets tab will be available only to the Global and Business Unit administrators.

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Viewing Timesheets

The Timesheets tab displays time entry details such as Executed Time, Summary, Status, Support
Rep, Amount, Time Entry Type, Time Spent, Account Name, Rate Type, Contract, and time entry
additional fields (if available).

On clicking the Timesheets tab in the header pane, the page redirects to the Timesheets list view
page.

Viewing Timesheets based on filters

You can view the time entries based on filter for the Timesheets list view page. There are some pre
defined filters in SupportCenter Plus as shown,

• All Timesheets
Lists all the time entries with all the statuses.

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• Billable Timesheets
Lists the time entries that are yet to be invoiced to the customer for payment.

• Non-Billable Timesheets
Lists all the non-billable time entries.

• Billed Timesheets
Lists the time entries that are billed to the customer.

Viewing Timesheets by Account

You can view the time entries for a particular account, or all accounts.
1. Select All Account option from the drop down to view the time entry details of all accounts.

2. [OR] select Specific Account option and enter the keyword in the search field provided. All
the accounts matching the keyword are listed.
3. To move the accounts to the Selected Accounts block, select the account and click >>
Assign button.

4. Click Apply button to view the time entries for the selected accounts.

Viewing Timesheets by Date Filter

You can view the time entries based on the Date Filter. Select Today, Yesterday, This Week, Last
Week, This Month, Last Month or Custom date range option from the Date Filter drop down to filter
and view the time entries. By default All Time is displayed. When you select the Custom date range

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option, you need to select the From and To date from the Calendar lookup and click Go to view the
time entries based on the specified date.

Viewing Timesheets Grouped by Accounts and Support Reps

You can view the time entries by grouping them under Account Name and Support Rep. If you select
None option, the time entries are listed based on the executed time.

View the time entries grouped by Account or Support rep by selecting the Group by option, with that
the time entry details are sorted with the group name along with the total time spent and total amount
details.

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Billable, Non-Billable and Billed Timesheets

In order to make the customers aware of the time entry details and the total cost entered by the
support rep for resolving requests, the time entries are marked as billable and are sent to the
customers from the Timesheets tab. You can mark the time entries as billable, non-billable, or billed
statuses.

The administrator can mark the time entries as billable at any time and export to QuickBooks for
creating invoices to the customer. Upon invoicing the customer the time entries can be marked as
billed.

Billable Timesheets

Billable time entries are those which the support rep incur and which will be invoiced to the customer
for whom the service is made. For instance, the time taken by the customer support representative to
analyse and resolve the problem with the printer raised by the customer is billable. You can mark the
time entries to 'Billable' status and export to QuickBooks for invoicing the customer.

NOTE: Additionally the support rep can mark the time entry as billable or non-billable while adding the
time entry under Request Details page --> Time Entry tab. If the time entry is marked as non-
billable, the hours/incidents will not be deducted from the contract.

To mark the time entry as billable:

1. Click Timesheets tab in the header pane to open the timesheets list view page.

2. Click Non-Billable Timesheets link under Views.

3. From the Non-billable Timesheets list view, select the time entries to be marked as billable by
enabling the check box.

4. Click the Mark as Billable button. You can see the time entry removed from the list and a
message confirming the entry is marked as billable appears.

NOTE: Billable time entries can only be marked as billed.

Non-Billable Timesheets

Non-billable time entries are those which cannot be billed to the customer. For instance, the time
taken by customer support representatives to answer "how do I" questions regarding the product is
not billable and are not billed to the customer.

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Billed Timesheets

Billed timesheets are those invoiced to the customer. To make the support rep aware of the billed time
entry details, you can use the Mark as Billed option in the Timesheets page, and thereby indicating
that the time entries have been billed to the customer.

You can mark the timesheets as billed once the time entry details are exported to QuickBooks. [For
more information, refer Exporting Time Entries to QuickBooks.]

To mark the time entry as billed:

1. Click Timesheets tab in the header pane to open the timesheets list view page.

2. Click Billable Timesheets link under Views.

3. From the Billable Timesheets list view, select the time entries to be marked as billed by
enabling the check box.
4. Click the Mark as Billed button. A message confirming that the time entries are marked as
billed appears.
NOTE: Once the time entries are marked as billed, they cannot be exported to QuickBooks.

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Exporting Time Entries to QuickBooks

ManageEngine SupportCenter Plus provides you the ability to export time entry details to
QuickBooks, a popular business accounting software used for invoicing the customers. With the ability
to export time entries, this feature offers an ideal solution for the Support Reps working on customer
requests that needs to be billed to the customer. To facilitate transfer of time entry data to
QuickBooks, the billable time entries are tracked under the Timesheets tab and are exported
as QuickBooks IIF file format.

The time entries can be sent to the QuickBooks in two steps;

Step 1 : Export as IIF file

You can export the time entries as IIF file format and save the time entries for importing into
QuickBooks.
1. Click Timesheets tab in the header pane to open the timesheets list view page.

2. Click Billable Timesheets link under Views.

3. From the Billable Timesheets list view, select the time entries which you want to export as IIF
file.

4. Click the Export as IIF file button. You will be asked to save the file to your disk.

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5. Click OK. You will be asked to select the location to save the file.

6. Select the location and click Save. The file is saved in the selected location.

7. A dialog box appears seeking your confirmation to mark the exported time entries as billed in
the timesheets list view page.

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8. Click OK to mark the selected time entries as billed. If you do not wish to mark as billed, click
Cancel.

Step 2 : Import to QuickBooks

The time entries saved as IIF file can be imported to QuickBooks.

1. Open QuickBooks.

2. Select File --> Utilities --> Import --> IIF Files from the main menu.

3. The Import dialog box appears.

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4. Browse and select the IIF file to be imported.

5. Click Open. The Time/Edit Single Activity dialog box appears. You can edit the time entries
as required before the import and click OK.

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6. A dialog box pops up asking your confirmation on the import operation.

7. Click OK. The time entries data are imported and displayed as shown.

NOTE: The imported time entries can be invoiced to the customer using QuickBooks.

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Deleting Timesheets

The administrator can delete the time entries from the Timesheets page. If the time entry details
associated to the contract is deleted, the specified hours or incidents gets added back to the contract.

NOTE:
While deleting an incident based contract time entry, the incident gets added back to the
contract only when all the time entries added under that particular incident are deleted.

To delete a time entry:

1. Click Timesheets tab in the header pane to open the timesheets list view page.

2. Select the time entries to be deleted from the list by enabling the check box.
3. Click the Delete button. A dialog box pops up asking your confirmation on the delete process.
4. Click Ok to proceed. The time entries are deleted from the list and from the Time Entry tab of
Request Details page.
5. Click Cancel to abort deletion.

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Configurations

All configurations for the application are grouped under Admin tab. You can access the various
configuration options by logging into the application with the username and password of an admin
user.

On logging into the application with the login credentials of an administrator, the Configuration Wizard
page opens. Follow the instructions to proceed with the configurations.

The various configurations are grouped under the following major heads:

• Main Settings

• Helpdesk Settings

• Account Settings

• Contract Settings

• User and Related Settings

• User Survey Settings

• Organization Settings

• Integration & Add-ons

Each of these configurations is explained in details in the following sections.

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Main Settings

Main Settings provides you to configure the basic parameters required to get quickly started with
SupportCenter Plus. The administrator need to configure the main settings before start fetching the
customer support mails and tracking the same.

The Main Settings consists of the following configurations,

• Mail Server settings

• Mail Configuration

• Notification Rules

• Business Rules

• Service Level Agreement

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Mail Server Settings

In order to fetch and send mails from the application, you need to configure the Mail Server Settings.
You need to set both the Incoming and Outgoing mail server settings to send and receive mails
without any problems.

To configure mail server settings,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click the Mail Server Settings icon under the Main Settings block.

If you have enabled multi tenancy through Business Unit, click Global Settings tab - > Mail
Server Settings under Organization Settings block. The Mail Server Settings page opens to
view the Incoming, Outgoing and Spam Filter tabs.

• Incoming Mail Settings

• Outgoing Mail Settings

• Spam Filter

Incoming Mail Settings

1. Click on Incoming tab.

2. Specify the Server Name / IP Address from where the mails needs to be fetched.

3. Specify the Login credentials to the server in the User Name and Password fields.
4. Select the type of Email that needs to be fetched into the application from Email Type drop
down. Say, POP, IMAP, POP3S, IMAPS.
5. The default Port for the email type is pre-filled.

6. You can schedule the time in minutes to fetch the mails in Fetch mails every field.

7. If you require, you can enable Transport Layer Security by selecting the check box beside
Enable TLS.

8. You can Suppress Auto Notification and prevent Email Storming from contacts by halting
the mail looping and mail fetching into the application. Specify the number of mails and the
time span after which the mail fetching and the looping should be stopped.
9. Click Save. The configurations will be saved and SupportCenter Plus will try to establish
connection with the mail server. Click Start Fetching button, to start the mail fetching.

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Once the mail fetching starts, the Save button is disabled. So, if you wish to change any of the
settings, then you need to stop mail fetching, make the changes, Save and then restart the mail
fetching.

Outgoing Mail Settings

1. Click on the Outgoing tab.

2. Specify the Server Name / IP Address of the Outgoing Mail Server through which the mails
are sent to the external world.
3. Specify the backup server name which will take over the main server in case of server crash
in Alternate Server Name / IP Address field.
4. Select the type of Email that needs to be fetched into the application from Email Type drop
down. Say, SMTP, SMTPS.
5. The default Port for the email type is pre-filled.
6. If authentication is required for outgoing mails server, enable Required Authentication and
enter the specific credentials in User Name and Password fields.
7. Click Save.

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Spam Filter

You can mark all your junk mails into Spam by defining filter criteria for the mails. Once you set a
criteria say, "Subject contains Out of Office or Spam", then mails matching this criteria will be dropped
and no new request will be created out of them.

To configure Spam Filter,

1. Click on the Spam Filter tab.

2. Define a rule by selecting a Criteria and Conditions from the respective drop down. Say, "
Sender contains ".
3. Specify the filter content in the given text field by clicking the choose button. Say, the criteria
is SENDER and condition is CONTAINS then the content can be [email protected].

4. Click Add to Rules button.

5. You can add more than one rule and select Match all of the following (AND) or Match any
of the following (OR) radio button to match the rule.
6. Save the details.

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Mail Configuration

The email address to which the service requests are sent and should be fetched by SupportCenter
Plus application is configured under Mail Configuration. If you have enabled multi-tendency, the email
address of the respective Business Units can be configured such that the mails are routed to the
particular Business Unit.

• Incoming Email IDs: The email address to which the service requests are sent.

• Sender Name: The name to appear in the mail beside sender's mail ID, while sending mails
from the application.

• Reply-To Address: The email address to which the reply needs to be sent.

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Notification Rules

Notification Rules can be set for request, solution, contract and activities modules. You can configure
to send notification and alerts to account managers, contacts and support reps on various instances
such as, notify contacts when requests are closed, alert support reps when a request is assigned to
them, notify all support reps when a solution is approved and so on.

In addition, there may be some default actions that you might want to perform when the state of any
item changes. These default configurations can also be defined under Notification Rules.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Notification Rules icon under the Main Settings block. The set of Notification
Rules is displayed. You can set notification rules for Request, Solution, Contract and
Activities modules.

3. To enable or disable any of the notification rules, select or de-select the check box beside
each of the rules.

4. For certain notifications like, "Alerting support reps when a new request is created", "Alerting
support reps when a new user registers in the portal", and "Notify Support Reps when
solution is created or Modified", you need to choose the support rep(s) to be notified by
clicking Choose button and selecting the support reps from the pop-up window. Click Ok.
5. Click Save.

Customizing Templates

You can customize the message template which will be sent for various events such as, replying to a
request, escalation of SLA, notifying support reps, task and event reminder notification,
announcements and so on. You can also customize the message template for each of the
notifications.

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To customize the template,

1. Click on the Customize Template link of the notification. The template opens in a editable
format as shown below,

2. Modify the notification Subject and Message by adding or deleting variables to either of the
block. To add variables to subject and message of the email template, just click the
corresponding variable in the list box on the right.
3. Once you have completed the modifications, Save the settings.
Note For Contract Expiry Notification, you need to select Enable Notification check box
while creating a new contract. The Contract Expiry Notification template can also be
customized to suit your needs.

Self-Service Login Notification

The purpose of 'Send Self-Service login details' option under Request -> Contact Notification, is to
send the SupportCenter Plus login details to the customer via e-mail. You can also customize the
message content from a wide range of variables including the additional fields configured for accounts
and contacts.

If multi tenancy is enabled through Business Units, then the Business Unit additional fields for
accounts and contacts are also listed amongst the other variables. Selecting a variable, lists it in the
message text field along with the field type. So when a new contact is added in SupportCenter Plus,
the message and the variable customized in the template is sent to the contact via email.

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1. If an additional field is selected in the message template but a value is not entered in
Note the add new contact/account form, then the additional field does not appear in the email
sent to the contact.

2. The additional fields does not appear if the contact is provided with the login details
from Unapproved Contacts list view.

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Business Rules

You can define rules to organize all your requests and perform actions ranging from routing requests
to groups, assigning requests to support reps and other parameters to a request. Business Rules can
be applied to a request when it is created, edited, or number of hours since last updated. Notification
can also be sent to the Support Reps, Account Managers and Contacts once the Business Rule is
executed.

To open the Business Rule configurations page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Business Rule icon under the Main Settings block. The resulting page
displays the list of available business rules. You can add, edit, or delete business rules.

Add New Business Rule

1. Click New Business Rule link available at the top right corner of the Business Rules list
page.
2. Enter Business Rule details such as, the Rule Name and a Description for the business rule.
The Rule Name is a mandatory field.
3. Choose one of the three execute options from the Execute the Rule drop down.
1. When a Request is created - Select this option to apply the rule when a request is
created. You also have option to apply the rules when a request is created at
anytime, within operational hours, or during non-operational hours by selecting
anyone of the option from the drop down.
2. When a Request is edited - Select this option to apply the rule when a request is
edited.

NOTE: The business rule will be applied only on changing the request properties.
3. 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.

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4. Define rules and criteria that need to be satisfied by the incoming request. Set the criteria
from Select Criteria and the corresponding Condition from the drop down, and then the

individual values that need to be matched by clicking the button. The values from the
database for those particular parent criteria that you choose from the drop down list opens.
Select the check box beside the values you want and click OK.

Say, all the requests from the Contact "Sharon" should be set with Priority as "High". Select

the Criteria as "Contact Name" and the Condition as "is". Click button and select the
contact as "Sharon". Click OK.
5. If there is more than one criteria then you can select the option 'and' to match all of the
criteria or you can select 'or' option to match any of the criteria.
6. Click Add another criteria link to add more rules with criteria and conditions following the
above steps.

7. After defining the rules, you need to define the actions that need to be performed on the
request matching the criteria. Choose the action from the Choose Action drop down list. The
drop down to select the values for the chosen action appears.

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8. Select the values from the drop down list. For example, if the action you had chosen was to
Assign to Support Rep, then select the support rep to which the request has to be assigned
from the drop down list.
9. Click Add another action link to add more actions by following the above steps.
10. You can also send Email and SMS notifications to Support Reps, Account Managers and
Contacts by selecting appropriate option from the Choose Action drop down. For example, if

the action you had chosen was to Notify Support Rep by Email, then click the button to
display the list of support reps available. Select the support rep to whom the notification has
to be sent by selecting the check box beside the support rep. If you would like to add more
than one support rep, then select multiple check boxes. Click OK.

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11. To edit the Email Template, click Customize email message link to open the email template
form. Make the required changes in the Subject and Message text field. Click Apply.
12. By default, when a business rule is applied, the request values will be changed with the
values in the business rule only if the request value is empty. If the request value is not
empty, the business rule value will not be applied. To override the request values with the
values in the business rule enable Override Request values with Business Rule values
check box.
13. By default, the execution of the business rule will stop once a rule is applied on a request. To
continue execution of successive business rules even after a business rule is applied on a
request, deselect the Stop processing subsequent Business Rules check box.
14. Click Save.

Once the business rule is saved, it gets added to the Business Rule list page. In the Business rules
list page, the business rules are displayed under the following three blocks: When a Request is
created, When a Request is edited, and Hours since last updated. The order in which the rule is
applied on the request can be set by reordering the rules within the block. To know more refer,
'Organize Business Rules'.

From the Business Rule list page, you can edit, delete, and enable or disable the rule.

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Edit Business Rule

1. Click the Edit link beside the Business Rule Name you wish to edit.

2. Modify the details such as the criteria and actions from the form.

3. You can also delete a criteria completely by clicking on the delete icon beside the
individual criteria.

4. In the actions to be performed, you can add or delete actions that need to be performed on
the request that matches the criteria defined.
5. Click Save to save the changes performed.

Delete Business Rule

1. Click the Delete link beside the Business Rule Name you wish to delete. A confirmation dialog
is opened.
2. Click OK to proceed with the deletion. If you do not want to delete the business rule, then
click Cancel.

Organize Business Rules

Organizing the business rules decide the order in which the rule is applied on the request. You can
organize the business rule to appear in a particular order in the list view,
1. In the Business Rule list page, hover the mouse over the rule which you want to reorder.

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2. The reorder icon appears beside the rule, click and drag the rule and place in the desired
position. The business rules will be applied to the requests based on the organized order.

3. To reorder more business rules, repeat steps 1 and 2.

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Service Level Agreements

Service Level Agreements (SLA) help evaluating the efficiency, effectiveness and responsiveness of
your support team. You can configure SLAs for each Support Plan and based on the services offered,
the response and resolution time can be set accordingly.

Your organization is providing service contract ( Gold Support Plan ) to Acme Inc, and
you have configured Service Level Agreement (say SLA 1) with Gold Support Plan
Scenario such that the requests should be responded within 4 hours and resolved within 8
hours. Now any requests raised for Acme Inc follows SLA 1 and the due by time is set
accordingly.

To access Service Level Agreement configuration page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Service Level Agreement icon under the Main Settings block. The Service
Level Agreements list view page opens. From this page, you can Add, Edit, Delete and
Organize Service Level Agreements.

Add Service Level Agreement

Clicking on the Add New SLA link takes you to the SLA form. The SLA form consists of two blocks -
SLA Details and SLA Rules.

SLA Details
1. Enter a unique name to identify the SLA in SLA Name field.
2. You can also provide a brief Description for the SLA.
3. Select the Support Plan from the drop down for which the service level agreement should be
applied.

SLA Rules - SLA is applied to requests matching certain criteria

Say, you want all the requests with Priority as 'High' OR Category as 'Replacement Queries' to be
responded within 4 hours and resolved within 8 hours.
1. Select the Criteria from the drop down.
2. Click Choose button to choose the values from the database for that particular parent criteria.
Choose the values and click Ok.

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If you have selected the criteria as Priority then select the value 'High' from list of priority by
clicking Choose button. If you want to select multiple values press Shift or Ctrl key. The
selected values appear in the text field beside the choose button.
3. Click Add to Rules button to add the defined rule to the rule set. You can add another criteria
for 'Category' in the same manner as explained above.
4. Select Match ANY of the following (OR) radio button if you do not want all the criteria to be
checked before applying the SLA. By default, the radio button Match ALL of the following
(AND) is selected.

5. Set the Response Time and Resolution Time in terms of Days, Hours and Minutes.

Response Time denotes the time within which the support rep should respond to the request.
Automated emails generated from the system will not be considered as a response.
Resolution Time or due by time denotes the time within which the resolution is provided to a
request and the status is set to Resolved.
6. You also have an option to resolve requests irrespective of the operational hours and holidays
by enabling Should be resolved irrespective of Operational Hours.

By selecting this option, you will be overriding the operational hours of your organization and
the due by time is calculated from the creation time without taking into consideration the
holidays and operational hours.
7. If the request is not responded within the specified Response Time, you can set escalation
levels for notification to higher level support reps. To escalate requests when the response
time elapses,
1. Click Enable Level 1 Escalation.

2. Choose the support rep to whom the ticket needs to be escalated by clicking Choose
button.

3. You can specify the actions to be carried out while performing the escalation from
Choose Action drop down.

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4. Set the Date and Time, Before or After the escalation.

8. Similarly, if the request is not resolved within the specified Resolution Time, you can set up
to 4 levels of escalation to support reps.

9. Save the details.

By default, the SLAs escalations are enabled. You can disable the SLA escalations by selecting
Disable Escalation button from the SLA list view page.

Edit Service Level Agreement

1. From the SLA list view page, click the Edit icon beside the SLA Name to be edited.

2. The Edit SLA form opens with the values populated while adding the SLA.
3. Modify the details and Save the changes.

Delete Service Level Agreement

1. In the SLA list view page, click the Delete icon beside the SLA Name you wish to delete. A
confirmation dialog is opened.
2. Click Ok to proceed with the deletion. The SLA is deleted from the SLA list.

Organize Service Level Agreements

You can decide the order in which the SLA should be applied on the incoming request by Organizing
Service Level Agreement. With this option you can also organize the SLA to appear in the list view by
following the steps below,
1. In the SLA list view page, click Organize SLA link. A pop-up window is opened with the list of
available SLAs in the order that is appearing in the list view.
2. Select an SLA, and click Move up or Move Down button beside the list.

3. Click Save.

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Helpdesk Settings

If you have logged into the application as the administrator then you need to configure the helpdesk
settings before the request module can be opened for real time functioning of tracking customer
support mails.

The following helpdesk settings need to be configured,

• Helpdesk Customizer

• Request Template

• Scheduled Requests

• Time Entry Type

• Time Entry Additional Fields

• E-mail Command

• Job Sheet Customizer

• Solution Additional Fields

• Solution Settings

• Auto Invocation

• Menu Invocation

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Helpdesk Customizer

With Helpdesk Customizer you can customize the entire request form to suit your organizations
needs. From setting values to category, status, priority, level, to setting mandatory fields before
closing requests, Helpdesk Customizer provides it all.

• Category

• Status

• Level

• Mode

• Priority

• Request - Additional Fields

• Contact Field Permissions

• Request Closing Rules

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Category

You can classify the requests into different categories, sub categories and Items. Say, requests for
installing a software can be classified under the category "Software Installation", sub category as
"Adobe" and the Item as "Photoshop".

Depending on the need, you can create various such categories, sub-categories and item using this
option. These categories,sub-categories and items will be listed in the drop-down menu in the New
Request form.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on HelpDesk Customizer icon under HelpDesk Settings. This opens the
HelpDesk - Category page where you can categorize the request in to category, sub-category
and item.

Create New Category

1. Click New Category button.

2. Specify the Category Name. Say, Transportation Problem. This field is mandatory.

3. Specify relevant information about the newly created category in the Description field.

4. You can assign the category to a Support Rep so that all the issues related to this category
will be automatically assigned to the selected support rep. Select the support rep from Assign
to Support Rep drop down.
5. Click Save button to save the details. You can see the category getting listed in the category
list view below the form.

Create New Sub-Category

1. Click New Sub Category button. [Or]

Click Add sub-category icon beside the category title in the list view.

2. Specify a name for the Sub Category. This field is mandatory.

3. Specify relevant information about the newly created sub category in the Description field.
4. Select the Category from the drop down. This field is also mandatory.

5. Click Save button. You can see the sub-category getting listed under the selected category.

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Create New Item

1. Click New Item button. [Or]

Click Add new item icon beside the sub-category title in the list view.
2. Specify the Item name. This field is mandatory.

3. Specify relevant information about the newly created item in the Description field.
4. Select the Sub Category for the item from the drop down. This field is also mandatory.

5. Click Save button.

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Editing and Deleting Category

You can edit and delete category, sub category and Items from the List View.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on HelpDesk Customizer icon under HelpDesk Settings.

3. Click Category from the menu on the left hand side of the page. The Category List view page
opens where you can edit and delete category, sub category and items.

Edit Category
1. Click the Edit icon beside the category name.
2. Modify the details and Save the changes.

Edit Sub-Category
1. Click the Title of the category in the category list page. This opens the sub-category details
page.

2. Click the Edit icon . This opens the edit sub-category form.

3. Modify the details and Save the changes.

Edit Item
1. Click the Title of the sub-category to open the item details page.

2. Click the Title icon . This opens the edit item form.

3. Modify the details and Save the changes.

Delete Category
1. Select the categories to be deleted by enabling the check box.

2. Click the Delete button. A pop up confirming the delete operation appears.
3. Click OK to proceed. You can see the category deleted from the list.

Delete Sub-Category
1. Click on the category for which the sub category needs to be deleted.

2. Enable the check box beside the sub-category to delete.

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3. Click Delete button. A pop up confirming the delete operation appears.

4. Click OK to proceed. You can see the sub-category deleted from the list.

Delete Item
1. Click on the category of the Item to be deleted.

2. Click the Sub Category.

3. Enable the check box beside the items to delete.

4. Click Delete button. A pop up confirming the delete operation appears.

5. Click OK to proceed. You can see the item deleted from the list.

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Status

Requests fetched into SupportCenter Plus application will be in various stages of completion by the
support rep. For easy management and to know the status of the request, you can create various
request status under which the requests can be grouped. These status can either be In Progress or
Closed.

While creating a status, you can also choose to stop the request timer for the status that is being
created. Depending on the need of your organization, you can create various such status, which will
be listed in the status drop-down menu in the New Request form.

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on HelpDesk Customizer icon under HelpDesk Settings.

3. Click Status from the left menu. The Status List page is displayed. You can add, edit, or
delete the request status.

Add Status
1. Click the Add New Status link.
2. Enter the name of the status in the Name field.
3. Select the Type to which the status belongs. The status type allows you to identify whether
the status that you are adding is still in progress and hence should be a part of the open
requests or should be moved to the closed requests.
4. If the added status requires the timer of the request to be stopped, then you need to set the
check box Stop timer.
5. If you wish, you can enter the status Description.
6. Click Save.

Edit Status
1. Click the Edit icon beside the status name you wish to edit.
2. In the Edit Status form, you can modify the name of the status.
3. If the status belongs to the In Progress type, then you can choose to stop or start timer. If the
request status belongs to the completed type then you cannot edit the type of the request
status.
4. If you wish you can edit the Description of the status.
5. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.

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Delete Status

1. Click the Delete icon beside the status name you wish to delete. A confirmation dialog
appears.
2. Click OK to proceed with the deletion. If you do not want to delete the status, then click
Cancel.

NOTE: If the status is greyed instead of getting deleted, then the status is being used by a module.
Greying indicates that the status value will not be available for further usage. To bring the status value
back to usage, click the edit icon beside the greyed out status and deselect Status not for further
usage check box.

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Level

Request level is a measure to indicate the complexity of a request so that the request can be
assigned to support reps experienced enough to handle the requests.

Say, if the request contains information and does not require any action to be taken, it can be
classified as Tier 1. If there is a minor level action, such as providing the contact some tips to resolve
the issue, it can be classified as Tier 2, and so on.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click the Helpdesk Customizer icon under Helpdesk Settings.

3. Click Level from the left menu. The Level List page is displayed. You can add, edit, or delete
the request levels.

Add Level
1. Click Add New Level link.
2. Enter a unique name to identify the level in the Name field.
3. If required, you can enter the level Description.
4. Click Save. The new level gets added to the already existing list.

Edit Level
1. Click the Edit icon beside the level name you wish to edit.
2. In the Edit Level form, you can modify the name and description of the level.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel.

Delete Level
1. Click the Delete icon beside the level name you wish to delete. A confirmation dialog
appears.
2. Click OK to proceed with the deletion. If you do not want to delete the level, then click
Cancel.

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Mode

Helpdesk Support Reps receive requests from a variety of sources; email, phone calls, forums, web
portal and so on. All these modes can be configured in SupportCenter Plus application.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on HelpDesk Customizer icon under HelpDesk Settings.

3. Click Mode from the left menu. The Mode List page is displayed. You can add, edit, or delete
the request mode.

Add Mode
1. Click Add New Mode link.
2. Enter the Mode Name.
3. If you want, you can enter the mode Description also.
4. Click Save. The new mode is added to the existing list.

Edit Mode
1. Click the Edit icon beside the mode name you wish to edit.
2. In the Edit Mode form, you can modify the name and description of the mode.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel.

Delete Mode
1. Click the Delete icon beside the mode name you wish to delete. A confirmation dialog
appears.
2. Click OK to proceed with the deletion. If you do not want to delete the mode, then click
Cancel.

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Priority

Priority of a request defines the intensity or importance of the request. To open the request priority
configuration page
1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click the Helpdesk Customizer icon under Helpdesk Settings.

3. Click Priority from the left menu. The list of available prioritises. You can add, edit, or delete
the request priorities.

Add Priority

To add a request priority:

1. In the Priority List page, click Add New Priority link at the top right corner.
2. Enter a unique name to identify the priority in Priority Name field. This is a mandatory field.
3. You can enter a short description about the priority in the Description field. This can help in
understanding the kind of priority associated with the name mentioned in the Name field.
4. If required, select the Color code to identify the priority by invoking the color palette. The
selected color has to be unique for every priority specified.
5. Click Save. The new priority is added to the already existing list.
NOTE: The priority name along with its color code can be viewed in the request list view page
provided the priority check box is enabled in the column chooser.

Edit Priority
1. Click the Edit icon beside the priority name you wish to edit.
2. In the Edit Priority form, modify the required fields.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel.

Delete Priority
1. Click the Delete icon beside the priority name you wish to delete. A confirmation dialog
appears.
2. Click Ok to proceed with the deletion. If you do not want to delete the priority, then click
Cancel.

NOTE: If you try to delete the priority which is being used in the requests, a message will appear
stating that the priority cannot be deleted but moved to inactive state. Click OK if you want to proceed,
the priority is grayed instead of getting deleted and will not be available for further usage. To bring the
priority value back to usage, click the Mark as Active button displayed beside the inactive priority.

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Request - Additional Fields

While creating request, you may want to capture additional details about the request apart from the
preset fields in the New Request form. The Request - Additional Fields help you configure the
additional fields to display in the New Request form. You can configure different types of fields in the
form, namely, Text fields, Numeric fields and Data & Time fields.

To access the Request - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.
2. Click on the Admin tab in the header pane to open the configuration wizard page.

3. Click on Helpdesk Customizer icon under HelpDesk Settings.

4. Click Request - Additional Fields link from the menu list on the left hand side of the page.
The Request - Additional Fields List page opens. You can add up to 40 text fields, 10 numeric
and 10 date & time fields in the New Request form.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Request - Additional Fields List page, click Add New Field link at the top right
corner.
2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

3. Single-line: A Single-line text field is for text which can be accommodated in a single line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.

4. Specify the Field Name for the additional field.

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5. Specify any relevant information about the additional field in the Description text field.

6. You can also specify default values to be pre-filled in the add new request form.
7. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.

1. In the Request - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Numeric image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.
5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. In the Request - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Date & Time image tab.
3. Specify the Field Name for the additional field.
4. Specify any relevant information about the additional fields in the Description text fields.
5. Click Save to save the settings.
NOTE: Once all the 60 fields are added, the Add New Field link will disappear.

These additional fields should be added to the request template, so that the additional fields will
appear in the Request form. The additional fields added or deleted can be identified using the
"Column Name" field in the Request - Additional fields List page. It indicates the type of field added
along with the field count. The text fields are represented as 'UDF_CHAR', the numeric fields are
represented as 'UDF_LONG' and the date fields are represented as 'UDF_DATE'.

Edit Additional Field

To edit an additional field,

1. In the Request - Additional Fields List page, click the Edit icon beside the additional
field you want to edit.
2. In the Edit Request - Additional Fields form, modify the required fields.

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3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel. The modified field will be updated in the New Request form.

Delete Additional Field

To delete an additional field,

1. In the Request - Additional Fields List page, click the Delete icon beside the additional
field you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. The field is removed from the Request - Additional
fields List page and would not appear in the New Request form.

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Contact Field Permissions

With Contact Field Permission, you can customize the request form for the contact login. You can
select specific fields that can be set and viewed by the contact while raising a new request. The fields
in Contact Field Permission includes the request field parameters and the additional fields configured
in the application. To select the fields, enable the check box beside them.

NOTE
Please note that the selected fields appear in the Contact View of the Request
Template. It is recommended to first select the field permission and then customize
the request template.

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Request Closing Rules

With Request Closing Rules, you can set the mandatory fields to be filled in by the support rep while
closing a request. In addition, you also have options for users to close/re-open the resolved request
from the application or from the link provided via email, and to automate the request closing process.
Say, you have selected Resolution as the mandatory field. So on resolving the request, support reps
should enter the reason and solution for the request in the resolution field, else an error pops up
stating to enter the details in the resolution field.

To access the Request Closing Rules configuration page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Helpdesk Customizer icon under Helpdesk Settings.

3. Click on Request Closing Rules link from the menu on the left hand side of the page.

Setting Mandatory fields and Auto-Close Request Settings

1. Enable the check box beside the mandatory fields for closing the request.

2. Enabling Allow contacts to Close/Re-open the Resolved requests check box, allows the
contact to close/re-open the request either from the link provided via email or from contact
login, when the support rep moves the state of the request to Resolved.

3. You can also Automate the request closing process. Enable If the contact takes no action
within the specified number of days check box and select the number of days after which
the resolved request should get closed automatically.
1. An email is sent to the contact once the request is in the resolved state.

2. The contact can close the request using the link provided via email. He can also re-
open the request by replying to the mail or clicking the Re-open Request button. A
more simpler method to close or re-open the request is by logging into the
application.
3. If the contact takes neither of the actions, then the request gets closed after the
specified number of days from the combo box.
4. Save the details.
1. Please note that the check box "If the contact takes no action within the specified
Note number of days can be selected only on enabling "Allow contacts to Close/Re-open
the Resolved requests" check box.
2. Whenever the auto close setting is enabled, the requests resolved thereafter will
alone be auto closed. The requests which are resolved before enabling this setting will
not be auto closed.

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Request Templates

Request Templates are created for the most frequently raised requests so that the request can be
accessed and raised instantly. The template is configurable to suit individual request which may
require different fields in the form layout. The fields in the template can be pre-filled with values.

Before you begin with the Request Template customization, you need to configure the request
additional fields, if you require any additional fields to appear in the request template. The additional
fields can be configured in Request - Additional Fields and the fields configured will be available
under Field Visibility for customizing the request form.

To access the request template,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Request Template icon in the Helpdesk Settings block. The Request
Template list view page opens. From this page you can add, edit, delete and set a request
template as default.

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• Creating Request Template

• Setting Template as default

• Edit Request Template

• Delete Request Template

Creating Request Template

Click on Add New Template link. This opens the add request template form view for the support rep.
The template form consists of four blocks namely, Header, Field List, Field Visibility and Form Design.

• Header: The header consists of the Template Name and Description along with the options
to enable the template to support rep or contacts.

• Field List: The field list consists of the fields that are detached from the Field Visibility and
Field Design. You can drag and drop these fields back into the canvas.

• Field Visibility: This option allows to control the visibility of fields that will appear on the
Request Details page. You can also drag and drop to rearrange the fields.

• Form Design: This section decides the form look, and consist of drag and drop area.

Field Visibility

While customizing the request form, the field visibility option allows you to determine the required
fields to be visible on the Request Details page. This option prevents the user from viewing the fields
which you do not wish to show it to the user, while creating the request in the New Request Form.
Select the fields for the template under Field Visibility to make them visible on the Request Details
page and also to customize the New Request form.

You can select the fields to customize the template for both Support Rep view and Contact view. To
select fields, click Contact View and drag and drop the fields from the Field List. The field can be
placed only in the highlighted grey area as shown below. To hide the field, click the Remove Field
icon . You can also drag and drop to rearrange the fields that will appear on the Request Details
page. Click Save on setting the Field Visibility. The same way field visibility can be set for Support
Rep View.

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Note: The fields such as Status, Created Date, Responded Date, Response DueBy Time, Time
Elapsed, Due Date, and Completed Date will be available by default in Support Rep View and cannot
be removed from the request form.

Form Design

The form layout is customized by rearranging the fields, removing fields and setting the field
properties in the canvas. The fields selected under Form Design decide how the the fields will appear
on the New Request form.

Note: The fields selected under Field Visibility will only be available under Form Design for
customizing the request form for support reps and contacts.

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Rearranging Fields in canvas

To rearrange fields in the canvas, drag the field and place it over an empty cell as shown in
the image. These field can be placed only in the highlighted grey area. The request details,
owner details, contact details and category details can be moved as a whole block.

Setting Field Properties

You can set the field properties, that is, mark the field as mandatory or remove the field from
the canvas. Thus you can customize the entire form by retaining only the relevant fields in
the canvas for a template.

To customize the form,

1. Hover over the field, an Edit Field icon and Remove Field icon appears.
2. To mark a field as mandatory, click the Edit Field Properties icon. Enable
Mandatory check box. The field is symbolized as mandatory *.

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3. To mark a field as read-only, click the Edit Field Properties icon. Enable Read-Only
check box. The field is set read-only and cannot be edited.

Note: You can either mark the field as mandatory or mark as read-only.
4. Click Remove Field icon to remove the field from the canvas. The detached fields
are added under the Field List.
NOTE
The fields such as request details, subject and description do not have
field properties and hence can be only rearranged in the canvas.

Drag and Drop Fields from Field List

The fields removed from the canvas are listed in the Field List. To add these fields in the
canvas, drag the field from the Field List and drop it onto the canvas. The drop areas is
highlighted. The dragged field can be dropped only in the highlighted area.

Adding Additional Fields

You can also add additional fields to be included in the Form Design by clicking on the Add
New Field icon. The additional fields added under Form Design will be listed under Field
Visibility.

To add an additional field,

1. Click the Add New Field icon. This opens the New Field form.

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2. You can choose the field type as Single-line text, Multi-line text, Pick List,
Numeric or Date & Time by clicking on the appropriate image tab and add the Field
Name and Description for the fields that you wish to add in the New Request form.
For Pick List fields, the added values can be rearranged using the Up and Down
buttons. You can even sort the pick list values in ascending or descending order by
selecting an option from Sort Items drop down.
3. You can also specify default values to be pre-filled in the add new request form.
4. Click Save. The additional field will be listed in the Field list which can be added onto
the canvas.
On customizing the form layout, you can pre fill the fields with values. Click Save. The template is
added to the available list in the Request Template list view page.

At any point, if you do not wish to add the Request Template and would like to get back to the list view
page, click Cancel. Clicking the View List link on the top right corner of the Request template form
will also take you to the Request template list view page.

Setting Template as Default

The newly added request template is added in the list view. From this page, you can set a request
template as default i.e., when you want to create a new request, the default request template form
appears. Also, you can disable the template visibility for the support rep or contacts.

To set a template as default, click Set this as default link beside the template name as shown. The
default template is symbolized with icon.

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Note: If no template is selected at the time of request creation, the template which is set as default is
applied. The default template will also be set to requests created via Email. API and Twitter.

To disable the template visibility for the support rep or contact, click the Edit link -> Disable This
Template option. The disable template is indicated with icon. To enable the template, click the Edit
link -> Enable This Template option. The enabled templates are indicated with icon.

Editing Request Template

1. In the request template list view page, click on the Edit icon beside the template you wish
to edit.

2. The Request Template form opens with the values pre-filled while creating the template.
3. Modify the details and Save the changes.

Deleting Request Template

1. In the request template list view page, click on the Delete icon beside the template to
delete.
2. A confirmation message appears.
3. Click Ok to proceed. The request template is deleted from the list.

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Scheduled Requests

Apart from creating templates for the frequently raised requests, there are certain maintenance
activities need to be executed at regular intervals say, like cleaning-up the database once a month or
server maintenance once in 3 months and so on. For all these repetitive tasks you can schedule
requests as preventive maintenance or for regular maintenance of a task.

Once a request is scheduled, new request will be created and assigned to the specified support rep
name automatically at the scheduled interval.

To schedule requests,
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Scheduled Requests icon under the Helpdesk Settings block. The list of
Scheduled Requests is displayed.
3. Click on Schedule a new request link.

For Scheduling a request, you need to Create a Request Template and then Schedule the
Template to specific intervals.

Creating Request Template

Create a request template for the activity that needs to be scheduled at regular intervals. The Request
Template form is that of the default template configured in Admin -> Request Template.
1. Specify the Request details such as Status, Level, Mode and Priority from the drop down.
2. Next, Select the Group Details such as Group and the Support Reps associated to the
selected group.
3. Specify the Contact Name using the search icon . You can also add a new contact if the
contact details are not available in the database.
4. If the details such as Account/Sub Account, Phone, Email and Mobile of the selected
contact is specified, then the same appears in the request template form. If the details are not
specified, then you can do the same in the respective fields.
5. Select the Product Name from the drop down.
6. Select the Category, Sub Category and Item from the drop down.

7. Specify the Subject for the task. This field is mandatory.

8. Specify relevant information about the task in the given Description field.
9. To attach a file to the task template click Attach a File button to attach files.
10. Click Next>> button for Task Scheduling.

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Scheduled Request

To schedule the request, select the time frame from the listed options:

Daily Schedule

To run a daily maintenance task, click Daily Schedule radio button.

1. Select the Time at which the maintenance task should be scheduled from the drop down.

2. Select the Date on when the maintenance task should be scheduled from the Calendar
button.

3. Save the details.

Weekly Schedule

To run a weekly maintenance task, click Weekly Schedule radio button.

1. Select the day of the week by enabling the check box beside the day of the week.
2. Else if you wish to schedule on all days of the week, then click Everyday check box.

3. Select the Time frame to schedule the task from the drop down.

4. Save the details.

Monthly Schedule

To run a monthly maintenance task, click Monthly Schedule radio button.

1. Select the month to run the task by enabling the check box beside Every Month.

2. Select the Date on when the task should be scheduled from the combo box.

3. Select the Time at which the task should be scheduled from the combo box.
4. Save the details

Periodic Schedule

To run a periodic maintenance task, click Periodic schedule radio button.

1. Specify the day (s) in the given text field to schedule the maintenance task. i.e. after every
specified nth day the maintenance task will be executed.
2. Save the details.

One Time Schedule

To run a one time maintenance task, click One Time Scheduling radio button.
1. Select the Date & Time on when the maintenance task should be executed.

2. Save the details.

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If you wish to schedule a monthly task for cleaning-up the database,

1. Select Monthly Schedule radio button.

2. Select the check box every month.

3. Choose the date from the combo box. Say, 10th of every month.

4. Select the time from the combo box. Say 10:00 hr.

5. Save this schedule. A task for cleaning-up the database will be sent to you every month on
10th at 10:00 hr helping you to complete the regular maintenance task in advance without any
request sent from the users.

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Time Entry Type

The requests raised into the application can be a service request, maintenance request or a product
consultation. So while entering the Time Entry Details you need to enter the type of support provided
by the support rep to the customer. This can be configured as Time Entry Type.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Time Entry Type icon under the Helpdesk Settings block. The list of available
Time Entry Type is displayed. From this page, you can add, edit and delete a time entry type.

Add Time Entry Type

1. Click on Add New Time Entry Type link.

2. Specify relevant name as the Time Entry Type Name. Say, Product Consultation. This field
is mandatory.
3. Specify the details about the time entry type in the Description field.

4. Save the changes.

Edit Time Entry Type

1. Click on the Edit icon beside the Time Entry Type Name you wish to edit.

2. Modify the details and Save the changes.

Delete Time Entry Type

1. Click on the Delete icon beside the Time Entry Type Name you wish to delete.

2. A confirmation dialog appears.

3. Click Ok to proceed with the delete operation. The Time Entry Type is deleted from the list.

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Time Entry - Additional Fields

If you require any further additional information while entering the time spent details apart from the
pre-set fields, you can configure them under Time Entry - Additional Fields. You can add text fields,
numeric fields and date & time type fields in the form.

To access TimeEntry - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.
2. Click on the Admin tab in the header pane to open the configuration wizard page.

3. Click on TimeEntry - Additional Fields icon under Helpdesk Settings block. The
TimeEntry - Additional Fields List page opens where you can add up to 12 text fields, 4
numeric and 4 date & time fields.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields. You can add up to 12 Text fields.

To add additional fields,

1. In the TimeEntry - Additional Fields List page, click Add New Field link at the top right
corner.
2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

• Single-line: A Single-line text field is for text which can be accommodated in a single
line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.
3. Specify the Field Name for the additional field.
4. Specify any relevant information about the additional field in the Description text field.

5. You can also specify default values to be pre-filled in the time spent entry details form.

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6. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields. You
can add up to 8 Numeric fields
1. In the TimeEntry - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Numeric image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields. You can add
up to 8 Date & Time fields.

1. In the TimeEntry - Additional Fields List page, click Add New Field link at the top right
corner.

2. Click on the Date & Time image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text fields.
5. Click Save to save the settings.
NOTE: Once all the 20 fields are added, the Add New Field link will disappear.

The configured additional fields appear while adding time entry details under Add Time Entry page.
The number of fields added or deleted can be identified using the "Column Name" field in the
TimeEntry - Additional fields List page. It indicates the type of field added along with the field count.
The text fields are represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG'
and the date fields are represented as 'UDF_DATE'.

Edit Additional field

To edit an additional filed,

1. In the TimeEntry - Additional Fields List page, click the Edit icon beside the additional
field you want to edit.
2. In the Edit TimeEntry - Additional Fields form, modify the required fields.

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3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel.

Delete Additional field

To delete an additional field,

1. In the TimeEntry - Additional Fields List page, click the Delete icon beside the
additional field you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. If you do not want to delete the additional field, then
click Cancel.

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E-mail Command

E-mail command allows the Support Rep to set field values in the e-mail, according to which the e-
mail is parsed and corresponding fields can be set. The e-mail command helps users to set request
fields through an e-mail content. Whenever an e-mail comes in, the e-mail is parsed and the fields for
the request are set based on the incoming e-mail content.

When e-mail command is enabled, the business rules and detault template values gets overridden
with the e-mail content values.

For example, the business rule for incoming mails is set as follows,

When Subject contains "Router Problem" set priority as "Low" and place in Group "Network".

• If an incoming e-mail has a subject line "Router Problem", then the request field will be set as
"Priority=Low" and "Group=Network" based on the existing business rule.

• If an incoming e-mail has the subject line "Router Problem" along with the subject line same
as defined in the configurations (E-mail Subject Contains), say, "@@ACME@@ and has
the delimited values like @@Priority=High@@ and @@Group=Hardware Problem@@, then
the Request will be set with "Priority=High" and "Group=Hardware Problem", it will not be
applied with the Business Rule values. This way E-mail command overrides the Business
Rule and applies the values of the e-mail content.

Also e-mail command overcomes the complication of creating many business rules for each criteria,
when more fields need to be set based on the incoming e-mail.

To configure E-mail Command settings,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click the E-mail Command Settings icon under the Helpdesk Settings block.

If you have enabled multi tenancy through Business Unit, click Global Settings tab -> E-mail
Command Settings under Application Settings block. This opens the E-mail Command
Settings page.

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3. Click on the check box Enable E-mail Command to activate the e-mail parsing feature. If this
option is not selected, then the incoming e-mail will be handled as a normal mail based on
established business rules even if the incoming e-mails contain the parsing string in the
subject.
4. Provide any special character (@@, ##, $$, %%, &&, so on) as the Command Delimiter.
The field values assigned between these special characters are assigned to the
corresponding fields while the requests are created. Assume if the Command Delimiter is
@@ and category field needs to be set to Printer, then the e-mail description should contain
@@Category=Printer@@.
5. In the E-mail Subject Contains text box, enter valid subject that determines the e-mails
which have to be parsed. E-mails containing this text will be parsed for various fields. Assume
the E-mail Subject identifier is given as @@ACME@@, then all e-mails with subject as
@@ACME@@ alone will be considered for parsing.
6. Click Save.

NOTE:

• To update the request, the e-mail sender should have a login credentials in SupportCenter
Plus. This is because, edit operation can be performed by the user based on the role
provided.

• If the field name given in the e-mail is not available in Support Center Plus, then parsing will
be excluded for that field.

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• If there is more than one value present for a particular field in an e-mail, then the last value
alone will be taken and others will be discarded.

• When a request is edited through an e-mail with the new RequestID, the conversation will not
be added in the request. However, the update information will be added in the history. Also
attachments and inline images in the e-mail will not be updated in the request.

• The RequestID present in the description of the e-mail will be given higher precedence over
the RequestID present in the subject of the e-mail.

• To update the request, the e-mail sender should either send a new e-mail with the existing
RequestID or he can send a reply to the conversation/notification.

• For parsing Request Date additional fields, the date should be specified in the format as
follows, "dd MMM yyyy, HH:mm:ss". For example, " @@Invoice Date=23 AUG 2012,
10:30:00@@".

• Permissions and Parameters supported:

• If the e-mail sender is a Contact with Contact permissions, then the fields that can be
parsed are limited. A contact can parse only those fields that he can view in the
request form while creating a request.

• If the e-mail sender is a Support rep with Support rep permissions, then the fields that
can be parsed are same as those fields that he can view in the request form while
creating a request.

• Fields that can be parsed are LEVEL, PRIORITY, CATEGORY, SUB CATEGORY,
ITEM, PRODUCT, GROUP, SUPPORT REP, STATUS and request additional field
label (the field label given in the e-mail must match the field label set the product).

• To change the fields that a contact or a support rep can parse, go to Admin -->
Request Templates (under Helpdesk Settings), select Default Template and add or
remove the fields.

• A contact can set values for the fields while creating a new request through e-mail,
but are not allowed to update the request.

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Job Sheet Customizer

Job Sheet in SupportCenter Plus is a template encompasses the complete details of the customer
request that can be printed and used by the field technician on a customer visit. With Job sheets, the
Support Rep can configure different set of variables in the customizer for different types of requests.
The job sheet template is fully customizable and the Support Rep can add or remove variables in the
template by just clicking the preferred variables from the list box. The customization is specific to a
particular business unit and it gets reflected from the Request Details page under the Actions drop
down --> Print Job sheet.

Adding Template

You can add and customize the job sheet template as preferred by using a wide range of variables
including the additional field variables. You can add or remove variables in the message template by
just clicking the preferred variable in the list box.

To add and customize the template,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Job Sheet Customizer icon under the Helpdesk Settings block. The Job
Sheet Templates list view page opens. From this page you can add, edit, delete and set a
job sheet template as default.
3. Click New Template link. The template opens in a editable format as shown below.

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4. Enter the Name of the Job sheet.

5. Modify the Logo, Organization, Contact, Account, Request, and Service Details by adding or
deleting variables. To add variables to the template, just click the corresponding variable in
the list box on the right. You can also add Product details variables if required.
6. Once you have completed the modifications, Save the settings.
7. To preview the job sheet while customizing click Preview.
8. To restore to the default message template, select Restore System Defined Job Sheet.
9. At any point, if you do not wish to modify the template and would like to get back to the
configuration wizard page, click Cancel.

The job sheets added here will get listed under Request Details page --> More Actions drop down --
> Print Job sheet --> Template drop down. You can choose different job sheets for printing from the
Template drop down.

Setting Job sheet as Default

The newly added job sheet template is added in the list view. From this page, you can set a job sheet
template as default i.e., when you want to print the job sheet from Request View page, the default job
sheet form appears. Also, you can disable the job sheet visibility for Support Reps.

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To set a job sheet as default, hover the mouse over the template and click the Set this as default
link.

To disable the job sheet visibility for Support Reps, hover the mouse over the template which you
want to disable and click Disable link. The disabled job sheet template is indicated with icon. To
enable the job sheet, hover the mouse over the template and click Enable link. The enabled job sheet
templates are indicated with icon.

Editing Job sheet

1. In the Job Sheet Templates list view page, click the name of the job sheet template which is
displayed as link.
2. The Job Sheet Customizer form opens.
3. Modify the details and Save the changes.

Deleting Job sheet

1. In the Job Sheet Templates list view page, hover the mouse over the template which you wish
to delete and Delete link.
2. A confirmation message appears.
3. Click Ok to proceed. The job sheet template is deleted from the list.

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Solution - Additional Fields

If you require any further additional information while adding solutions, you can configure them under
Solution - Additional Fields. You can add text fields, numeric fields and date & time type fields in the
form.

To access the Solution - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.

2. Click on the Admin tab in the header pane to open the configuration wizard page.

3. Click Solution - Additional Fields icon under Helpdesk Settings block. The Solution -
Additional Fields List page opens. You can add up to 40 text fields, 10 numeric and 10 date &
time fields in the New Solution form.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Solution - Additional Fields List page, click Add New Field link at the top right
corner.
2. You can add the text field as either Single-line text, Multi-line text, or Pick List by clicking
on the appropriate image tab. For Pick List fields, the added values can be rearranged using
the Up and Down buttons.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional field in the Description text field.

5. You can also specify default values to be pre-filled in the add new solution form.

6. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.
1. In the Solution - Additional Fields List page, click Add New Field link at the top right
corner.

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2. Click on the Numeric image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. In the Solution - Additional Fields List page, click Add New Field link at the top right
corner.

2. Click on the Date & Time image tab.

3. Specify the Field Name for the additional field.
4. Specify any relevant information about the additional fields in the Description text fields.
5. Click Save to save the settings.
NOTE: Once all the 60 fields are added, the Add New Field link will disappear.

The configured additional fields appear while adding solutions under New Solution page. The
number of fields added or deleted can be identified using the "Column Name" field in the Solution -
Additional Fields list page. It indicates the type of field added along with the field count. The text fields
are represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG' and the date
fields are represented as 'UDF_DATE'.

Edit Additional Field

To edit an additional field,

1. In the Solution - Additional Fields List page, click the Edit icon beside the additional
field you want to edit.
2. In the Edit Solution - Additional Fields form, modify the required fields.

3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel. The modified field will be updated in the New Solution form.

Delete Additional Field

To delete an additional field,

1. In the Solution - Additional Fields List page, click the Delete icon beside the additional
field you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. The field is removed from the Solution - Additional
fields List page and would not appear in the New Solution form.

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Auto Invocation

With Auto Invocation settings you can define rules to automatically invoke any custom class or script
file. These rules can be applied to a request when it is created, (or received) or edited.

To configure auto innovation settings,

1. Click on the Admin tab in the header pane.

2. Click the External Actions icon under the Main Settings block.

3. Click Automatic Invocation from the left menu. The External Actions - Automatic Invocation
list view page opens. From this page, you can Add, Edit and Delete action rule.

Follow the steps given below to configure automatic invocation.

Add New Action Rule

1. Click New Action link available at the top right corner of the Automatic Invocation list page.
2. Enter the rule details such as, the Action Name and a Description for the rule. The Action
Name is a mandatory field.
3. Choose one of the two execute option from the Execute the Action drop down.

• When a request is created - Select this option to apply the rule when a request is
created.

• When a request is edited - Select this option to apply the rule when a request is
edited.
NOTE: The action rule will be applied only on changing the request properties.

4. Define rules and criteria that need to be satisfied by the incoming request. Set the criteria
from Select Criteria and the corresponding Condition from the drop down, and then the

individual values that need to be matched by clicking the button. The values from the
database for those particular parent criteria that you choose from the drop down list opens.
Select the check box beside the values you want and click OK.
5. If there is more than one criteria then you can select the option ‘and’ to match all of the
criteria or you can select ‘or’ option to match any of the criteria.
6. Click Add another criteria link to add more rules with criteria and conditions following the
above steps.

7. After defining the rules, you need to define the actions that need to be performed on the
request matching above criteria. Select the action item between ‘Execute Class’ or ‘Execute
Script’ to be performed on the request from the Choose Action drop-down menu.

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• If you select the Execution Type as Class, then you need to specify the Executor
class in the field provided. For example, "com.scp.jira.jiraImplementation".

• If you select the Execution Type as Script, then you need to specify the name and
path of the script file in the field provided. For example, "cmd / c Index.bat". By
default the scripts will run from "[SCP_Home]/custom_scripts/” directory.
8. By default, the Stop processing subsequent Actions check box is enabled and the
execution of the action will stop once a rule is applied on a request. On deselecting this
option, execution of successive action will continue (as per the action rule order) even after an
action rule is applied on a request.
9. Click Save.

Once the action rule is saved, it gets added to the Automatic Invocation list page. In the Automatic
Invocation list page, the action rules are displayed under the following two blocks: When a Request
is created and When a Request is edited. The order in which the rule is applied on the request can
be set by reordering the rules within the block. To know more refer, 'Organize Action Rules'.

From the Auto Integrations list page, you can edit, delete, and enable or disable the rule.

Edit Action Rule

1. Click the Edit link beside the Action Rule Name you wish to edit.

2. Modify the details such as the criteria and actions from the form.

3. You can also delete a criteria completely by clicking on the delete icon beside the
individual criteria.
4. In the actions to be performed, you can modify the actions that need to be performed on the
request that matches the criteria defined.
5. Click Save to save the changes performed.

Delete Action Rule

1. Click the Delete link beside the Action Rule Name you wish to delete. A confirmation dialog is
opened.
2. Click OK to proceed with the deletion. If you do not want to delete the action rule, then click
Cancel.

Organize Action Rules

Organizing the action rules decide the order in which the rule is applied on the request. You can
organize the action rule to appear in a particular order in the list view,
1. In the Automatic Invocation list page, hover the mouse over the rule which you want to
reorder.

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2. The reorder icon appears beside the rule, click and drag the rule and place in the desired
position. The action rules will be applied to the requests based on the organized order.

3. To reorder more action rules, repeat steps 1 and 2.

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Menu Invocation

The Menu Invocation settings enables you to invoke any custom class or script file, right from the
Request page through a click on the Request Actions menu. With this setting, different action menus
can be created and a custom class or script file can be associated with the menu to perform specific
action. The menu created here will be listed under the Actions menu in the Request Details page.

To configure Menu innovation settings,

1. Click on the Admin tab in the header pane.

2. Click the External Actions icon under the Main Settings block. The resulting page
displays the External Actions - Menu Invocation list page. From this page you can add, edit,
delete and enable or disable the menu.

Follow the steps given below to configure invocation menu.

Add New Menu

1. Click New Menu link available at the top right corner of the Menu Invocation list page.

2. Enter the Menu Name to identify the invocation action.

3. Specify the Display Text that should be displayed in the Actions menu available in the
Request Details page.

4. If you wish to make this menu visible to all the request templates, then select Show this
menu for all Templates option.

5. If you wish to make this menu visible to particular request templates, then enable Select
Template option. Select the templates from the Available Templates list box and click Assign
>> button. The selected templates will get listed in the right side column of the list box. To
select multiple templates, use Ctrl or Shift key.
6. Choose Show this menu for all Roles radio button, if you wish to make this menu visible to
all the Roles.
7. Select the support rep roles to which this menu should be visible, by enabling Select Role
option and select the appropriate support rep role from the drop down list. If you would like to
add a new role, then click Add New Role link which will take to the Add New Role page.

NOTE: By default, the menu created here will be displayed (under Request Details page) to
Global administrator and Business Unit administrator.
8. Select the Execute option from the drop down between Execute Script or Execute Class from
the drop down.

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• If you select the Execution Type as Class, then you need to specify the Executor
class in the field provided. For example, "com.scp.jira.jiraImplementation".

• If you select the Execution Type as Script, then you need to specify the name and
path of the script file in the field provided. For example, "cmd / c Index.bat". By
default the scripts will run from "[SCP_Home]/custom_scripts/” directory.
NOTE: We have provided default implementation for JIRA and ServiceDesk Plus Integrations.
Refer, "JIRA Integration" and "ServiceDesk Plus Integration" for more information.
9. Click Save. The menu gets added to the Menu Invocation list page.

To disable the menu visibility for the support rep or contact, hover the mouse over the menu which
you want to disable and click Disable link. The disable menu is indicated with icon. To enable the
menu, hover the mouse over the menu which you want to enable and click Enable link. The enabled

menus are indicated with icon.

Edit Menu
1. Click the Edit link beside the Menu Name you wish to edit.

2. Modify the details as required.

3. Click Save to save the changes performed.

Delete Menu
1. Click the Delete link beside the Menu Name you wish to delete. A confirmation dialog is
opened.
2. Click OK to proceed with the deletion. If you do not want to delete the menu, then click
Cancel.

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Account Settings

Accounts provide valuable customer information such as the contacts associated to the account and
the products purchased by the account. In addition, it also provides the kind of support service offered
to the account which helps in prioritizing the requests raised for that account.

The Account Settings consists of the following configurations:

• Industry

• Product Type

• Product - Additional Fields

• Product

• Account - Additional Fields

• Sales - Additional Fields

• Schedule CSV Import

• Customer Portal Settings

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Industry

The industry list is used to denote the type of industry to which your customer belongs to while adding
the account information of the customer.

To open the Industry configuration page,

1. Click the Admin tab in the header pane.

2. Select Industry icon under Account Settings block. The list of Industry Types that are
already available in the application is displayed. From this page you can perform operations
such as add, edit and delete on and Industry.

Add Industry

To add a new industry to the existing list,

1. Click on Add New Industry link.

2. In the Add Industry form, enter the Industry Name. This is a mandatory field.

3. If you wish, you can enter the description for the industry type in the Description field.

4. Click Save. The new industry type is added to the already existing list. At any point you wish
to cancel the operation that you are performing, click Cancel.

Edit Industry

To edit the existing Industry,

1. Click the edit icon beside the industry name you wish to edit.
2. In the Edit Industry form, edit the fields you want to change.
3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.

Delete Industry

To delete Industry,

1. Click the delete icon beside the industry name you wish to delete. A confirmation dialog
appears.
2. Click Ok to proceed with the deletion. The Industry is deleted from the list. If you do not want
to delete the industry, then click Cancel.

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Product Types

Products purchased by the account can be categorized into specific product types. Product Type is a
parent category under which you can group the purchased products. Say, Adobe Photoshop and
Macromedia Flash can be categorized under the product type as Software, while HP Inkjet Printer can
be categorized under the product type Printer.

To open the product type configuration page,

1. Click the Admin tab in the header pane.

2. Click Product Type icon under the Account Settings block. The list of available
product types are displayed. From this page, you can add, edit and delete product types.

Add Product Types

1. Click Add New Product Type link.

2. In the Add Product Type form, enter the Product Type Name. The name should be unique
and is a mandatory field.
3. If required, enter relevant Description for the product type.

4. Click Save.

Edit Product Type

1. Click the Edit icon beside the Product Type Name you wish to edit.

2. In the Edit Product Type form, you can edit the product type name and the description.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel.

Delete Product Type

1. Click the Delete icon beside the Product Type Name you wish to delete. A confirmation
dialog is opened.
2. Click Ok to proceed with the delete operation. The Product Type is deleted from the list. If you
do not want to delete the product type, then click Cancel.

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Product - Additional Fields

While adding a new product, you may want to add additional details about the product apart from the
preset fields in the New Product form. The Product - Additional Fields help you configure the
additional fields to display in the New Product form. You can configure different types of fields in the
form namely, Text fields, Numeric fields and Data & Time fields.

To access Product - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. Click on Product - Additional Fields icon under the Account Settings block. The
Product - Additional Fields List page opens. You can add up to 12 text fields, 4 numeric and 4
date & time fields.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Product - Additional Fields List page, click Add New Field link at the top right
corner.
2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

• Single-line: A Single-line text field is for text which can be accommodated in a single
line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional field in the Description text field.

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5. You can also specify default values to be pre-filled in the new product form.
6. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.

1. In the Product - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Numeric image tab.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. In the Product - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Date & Time image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text fields.

5. Click Save to save the settings.

NOTE: Once all the 20 fields are added, the Add New Field link will disappear.

The configured additional fields appear while adding a new product under Additional Product
Details block. The number of fields added or deleted can be identified using the "Column Name" field
in the Product - Additional fields List page. It indicates the type of field added along with the field
count. The text fields are represented as 'UDF_CHAR', the numeric fields are represented as
'UDF_LONG' and the date fields are represented as 'UDF_DATE'.

Edit Additional field

To edit an additional field,

1. In the Product - Additional Fields List page, click the Edit icon beside the additional
field you want to edit.
2. In the Edit Product - Additional Fields form, modify the required fields.

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3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel. The modified field will be updated in the New Product form.

Delete Additional field

To edit an additional field,

1. In the Product - Additional Fields List page, click the Delete icon beside the additional
field you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. The field is removed from the Product - Additional fields
List page and would not appear in the New Product form.

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Account - Additional Fields

While adding an Account, you may want to capture additional details about the account apart from the
preset fields in the New Account form. The Account - Additional Fields help you configure the
additional fields to display in the New Account form. You can configure different types of fields in the
form, namely, Text fields, Numeric fields and Data & Time fields.

To access Account - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. Click the Account - Additional Fields icon under the Account Settings block. The
Account - Additional Fields list page opens. You can add up to 12 text fields, 4 numeric and 4
date & time fields.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Account - Additional Fields List page, click Add New Field link at the top right
corner.

2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

• Single-line: A Single-line text field is for text which can be accommodated in a single
line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.
3. Specify the Field Name for the additional field.

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4. Specify any relevant information about the additional field in the Description text field.

5. You can also specify default values to be pre-filled in the new accounts form.
6. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.

1. In the Account - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Numeric image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.
5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. In the Account - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Date & Time image tab.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text fields.

5. Click Save to save the settings.

NOTE: Once all the 20 fields are added, the Add New Field link will disappear.

The configured additional fields appear while adding a new account under Additional Account Details
block. The number of fields added or deleted can be identified using the "Column Name" field in the
Account - Additional fields List page. It indicates the type of field added along with the field count. The
text fields are represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG' and
the date fields are represented as 'UDF_DATE'.

Edit Additional field

To edit an additional field,

1. In the Account - Additional Fields List page, click the Edit icon beside the additional
field you want to edit.

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2. In the Edit Account - Additional Fields form, modify the required fields.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel. The modified field will be updated in the New Account form.

Delete Additional field

To delete an additional field,

1. In the Account - Additional Fields List page, click the Delete icon beside the additional
field you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. The field is removed from the Account - Additional
fields List page and would not appear in the New Account form.

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Sales - Additional Fields

If you require any further additional information while importing sales details then, you can define your
own sales additional fields apart from the pre-set fields. You can configure different types of fields in
the form namely, Text fields, Numeric fields and Data & Time fields.

To access Sales - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.

2. Click the Admin tab in the header pane.

3. Click the Sales Additional Fields icon under the Account Details block. The Sales -
Additional Fields list page opens. You can add up to 12 text fields, 4 numeric and 4 date &
time fields.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Sales - Additional Fields List page, click Add New Field link at the top right corner.

2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

• Single-line: A Single-line text field is for text which can be accommodated in a single
line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional field in the Description text field.

5. You can also specify default values to be pre-filled in the form.

6. Click Save to save the settings.

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Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.

1. In the Sales - Additional Fields List page, click Add New Field link at the top
right corner.
2. Click on the Numeric image tab.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. In the Sales - Additional Fields List page, click Add New Field link at the top right corner.

2. Click on the Date & Time image tab. You can configure 4 date & time additional fields for
sales.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text fields.

5. Click Save to save the settings.

NOTE: Once all the 20 fields are added, the Add New Field link will disappear.

The configured additional fields appears in the Account module while importing the sales details from
CSV, and while associating products to an account from the Account Details page. The number of
fields added or deleted can be identified using the "Column Name" field in the Sales - Additional
fields List page. It indicates the type of field added along with the field count. The text fields are
represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG' and the date fields
are represented as 'UDF_DATE'.

Edit Additional field

To edit an additional field,

1. In the Sales - Additional Fields List page, click the Edit icon beside the additional field
you want to edit.
2. In the Edit Sales - Additional Fields form, modify the required fields.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel.

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Delete Additional field

To edit an additional field,

1. In the Sales - Additional Fields List page, click the Delete icon beside the additional field
you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. If you do not want to delete the additional field, then
click Cancel.

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Schedule CSV Import

The easy-to-use CSV import option quickly imports all the relevant information from the existing
database and also provides an option to keep the database in sync with the organization's customer
database. By scheduling the CSV Import you can automate the process of importing accounts and
contact information from an external database using the CSV files.

Four step process of automating CSV import

• When the "CSV Schedule" is configured and enabled, SupportCenter looks for CSV file under
the <SupportCenter_Home>/csv_files/1 directory on a periodic basis.

• When it finds a CSV file, the file is processed and moved the file to
<SupportCenter_Home>/csv_files/ProcessedDir.

• To automate this process, it is advised to write a script that would send the changed
information of the external database as a CSV file to the <SupportCenter_Home>/csv_files
directory

• Refresh the SupportCenter Plus Web Client to proceed further.

To schedule CSV Import,

1. Click the Admin tab in the header pane.

2. Click the Schedule CSV Import icon under the Helpdesk block. The Schedule CSV
Import list page opens.
3. Click Add Schedule link. The Add Schedule page opens.

Note: CSV file should be available under SupportCenter Plus CSV directory to
automate the import. Path for the directory would be \ME\SupportCenter\csv-files

If no CSV file is found in the directory then you get a message as shown below. To place,
replace or update the file automatically in the CSV directory, it is advised to write a script to
send the information from the external database where you have all the information. The data
should be sent to the SupportCenter_Home\csv_files\1 directory.

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4. Once the CSV file is available in the CSV directory. CSV File Name gets displayed
automatically in un-editable format.
5. Specify the File Encoding format from the combo box.
6. Click the Show Fields button to map the fields. Map the fields.

7. To schedule the settings click the Enable radio button.

8. Select the Time duration from the combo box.

9. Select the Date from the calender button and also select the start schedule time from the drop
down list.

10. If you like to notify the support rep on the failure of the CSV import update then click
Notification check box.

11. Save the settings.

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Customer Portal Settings

With Customer Portal Settings, you can transform the entire web portal page into a flexible and
feasible customer portal by selecting or de-selecting the options you wish to provide to your
customers. The customer portal settings differs when Business Units are enabled in the application.
[Refer Customer Portal Settings when Business Units are Enabled for more information.]

To access the Portals list view page:

1. Click Admin tab in the header pane.

2. Click Customer Portal Settings icon under Accounts Settings block. The Portals
page opens.

The Portals page displays the portal details such as the URL to launch the customer portal, the date
on which the portal was created, and the status of the portal.

The following actions can be performed from the Actions drop down in the Portals page.
• Manage: Customize the entire portal by selecting Manage option.
• Enable: Enable the portal to make it available to the contacts by selecting Enable option.
• Disable: Disable the portal to make the portal unavailable to the contacts by selecting
Disable option.

The customer portal can be customized using Customer Portal Settings page. It consists of the
following tabs.

• Portal Name

• Customize Portal

Portal Name

You can specify a Portal Name to appear in the customer portal. Say SCP Customer Service Portal
or Acme Customer Portal. You can also specify the Portal URL for the customer portal. The Portal
Name and Portal URL are mandatory fields.

Note
The URL specified here will be displayed in the Portals list view page under the Portal
name. You can use this URL to launch the customer portal.

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Customize Portal

You can use this tab to customize the portal content and portal color of your customer portal. The
Customize Portal tab consists of the following sections:
1. Portal Content
2. Portal Color Customization

1. Portal Content

Select the content that needs to be displayed in the portal. The Portal Content section consists of four
tabs.

• Header: On the header you can display your company logo and specific URLs to the product
or website. Enable the check box beside Logo to display the company logo in the customer
portal. Enable the check box beside Links to add direct links from the customer portal.
Enable the check box beside Footer to add footer details for the portal.

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To add direct links from the customer portal:

1. Enable the check box beside Links.

2. Click Add Link.

3. From the Add Links pop up, enter a Name to be displayed in the portal.

4. Specify the Target URL in the field provided.

5. Click Save to save the details. Enable the check box beside the newly added link to make it
available in the customer portal. You can also edit and delete the links.
To add footer details:

1. Enable the check box beside Footer.

2. Click Add Content link.

3. From the Add Content pop up, enter the details to be displayed in the footer section of the
portal.
4. Click Save to save the details. You can also edit the footer details.

Note
The footer details are applicable only for the Customer Portal home page and not for
the users logged in through Customer Portal.

• Content Area: Add links to instantly browse through solutions or a submit a ticket from the
customer portal. You can customize the content area by adding new links or modifying the
existing links. You can also make all the public announcements, recent solutions and popular
solutions available to the customer on selecting the corresponding check box.
1. Click Add Link.

2. From the Add Link pop up, specify a Name for the link.

3. You can also represent the link in the form of an Icon. Click Browse to search for an icon for
this link.
4. If there are any relevant information, specify the same in Description field.

5. Specify the Target URL and Save the details. Enable the check box beside the newly added
link to make it available in the customer portal. You can also edit and delete the links.

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• Sidebar: Sidebar provides options for Login section to customers and also a Registration
option for new customers. You can also provide options if an approval is required for the new
customers from the drop down. Further, a Search Solutions field can be provided to search
for the public solutions and a Sidebar box containing sections. To add sections, click on Add
Section, enter the details and Save.

• Portal Options: In the Customer Portal, the following options can be provided to the
customer by enabling the radio button; Show Business Units and Show Products. For non-
logged-in users, enable the radio button to show solutions with All Topics, No Topics or
Select Topic Template from the drop down to be displayed in the customer portal.

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2. Portal Color Customization

The Portal Color Customization section consists of five tabs.

Customize the header, content area, sidebar, tabs, and body background with portal color, font and
size according to your choice by clicking the corresponding tabs. The changes made in this section
can be instantly viewed in the Color Scheme Preview section. To preview the entire customer portal
while customizing, click Full Screen Preview.

To restore to the default color scheme, select Restore Default Color Scheme link. Click Apply
Changes to apply the changes made.

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Note 1.Customer Portal Page can be accessed at http://<server_name>:<port>/portal

2. The color schemes or themes are effected only for the customers who are logged in
through Customer Portal.

Customer Portal Settings when Business Units are Enabled

When multi tenancy is enabled through Business Units and if the application has more than one
Business Unit configured, you can add multiple portals in the application. A new portal can be added
by clicking Add New Portal link in the Portals page. When you add a new portal, along with Portal
Name and Customize Portal tab, you will also have the Associate Business Units tab using which
you can associate Business Units to the portal in the Customer Portal Setting page. Once you create
a portal, it gets listed in the Portals page. You can manage, disable, delete, or set the portal as default
by selecting the appropriate option from the Actions drop down.

Associate Business Units

Business units can be associated to different customer portals configured in the application. This
helps in providing a restrictive access for the contacts at business unit level to access the portal.
When a business unit is associated with the portal, only the solutions and announcements of the
associated business unit will be displayed in the Customer Portal welcome page. While submitting a
ticket using the Customer Portal welcome page, the availability of products and business units also
depends on the associate business unit setting.

Once the contact logs on to the portal, the Business Unit to which the contact is associated is
displayed.

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To associate a business unit:

1. Click the Associated Business Units tab.

2. To associate a business unit, click the name of the business unit in the Available Business
Units section.

3. To remove the business unit, click the name of the business unit in the Selected Business
Units section.

4. Click Save.

Note You can also associate Business Units by clicking Associate link beside Business
Units in the Portals list view page, if business units are not associated using the
Associate Business Units tab.

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Contract Settings

Contract Settings provides you to configure the parameters required while adding contracts. You can
configure support services, rate types, support plans, operational hours and holidays of your
organization/business units.

The Contract Settings consists of the following configurations:

• Support Services

• Rate Types

• Support Plans

• Operational Hours

• Holidays

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Support Services

The services offered to an account is listed under Support Services. These services are grouped as
Support Plan which determines the due by time for a request.

To access the Support Services page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click Support Services icon under Contract Settings. The Support Service list view
page opens. From this page, you can add, edit and delete a support service.

Add Support Services

1. Click Add New Service link.

2. Specify the Service Name. This field is mandatory.

3. Specify relevant information about the service in the Description field.

4. Save the details.

Edit Support Services

1. From the Support Services list view page, click on the Edit icon beside the service you
wish to edit.
2. Modify the details and Save the changes.

Delete Support Services

1. From the Support Services list view page, click on the Delete icon beside the service you
wish to delete.
2. A confirmation dialog appears.

3. Click Ok to continue. The support service is deleted from the list.

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Rate Types

You can configure different rate types using this option. This enables you to create contract with
different cost for different hours. Apart from the default normal rate, you can create various rate types
such as ‘Emergency Rate’, ‘Weekend Rate’, ‘Holiday Rate’ and so on.

The rate types set up here are used while configuring a support plan wherein different cost can be
specified for each rate types and added to the support plan. The rate types added to the support plan
are displayed while adding time entry details.

To access the Rate Types page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click Rate Types icon under Contract Settings. The Rate Types list view page opens.
From this page, you can add, edit and delete a rate type.

Add Rate Types

1. Click Add New Rate Type link.

2. Specify the Rate Type Name. This field is mandatory.

3. Specify relevant information about the rate in the Description field.

4. Save the details.

Edit Rate Types

1. From the Rate Types list view page, click on the Edit icon beside the rate you wish to edit.

2. Modify the details and Save the changes.

Delete Rate Types

1. From the Rate Types list view page, click on the Delete icon beside the rate you wish to
delete.

2. A confirmation dialog appears.

3. Click Ok to continue. The rate type is deleted from the list.

Note: You can not delete a rate type which is being used in the Contracts module.

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Support Plan

You can differentiate the level of support offered to your customers using Support Plan. The support
services provided to the customer is grouped under a Support Plan which helps in determining the
due by time for requests.

Your organization is providing service contract to Acme Inc for the Support Service -
Warranty, Support and Replacement queries, for every 100 incidents. Instead of
Scenario associating these services individually to the account, you can group these services
as a Support Plan with the Support Type as 'Incident'. So for the first 100 incidents,
your organization will provide support to Acme Inc.

To access the support plan configuration page,

1. Click the Admin tab in the header pane.

2. Click Support Plan icon under the Contract Settings block. The Support Plan list view
page is displayed. You can add, edit, and delete support plans as per your need.

Note 1. Operations such as Add, Edit and Delete can be performed from the Support Plan list
view.

2. You can set any support plan as default from the list view.

Add Support Plan

1. Click Add Support Plan link.

2. From the Support Plan form, specify a unique name for the Support Plan in the Support Plan
Name field. This field is mandatory.
3. Specify the Description for the support plan in the given text field.

4. Select type of support offered for the support plan, say, support based on incidents or the
number of hours from Support Type field.

If the Support Type is Hour Based, then specify the No. of Hours, and the Total Cost ($) in
the provided fields and also specify the Hourly Rates per hour.
If the Support Type is Incident Based specify the No. of Incidents, Total Cost ($), and also
specify the Hourly Rates per incident.
5. All the rate types configured in the application are listed under the Hourly Rates field. Specify
the rates for the rate types which you wish to add it to the support plan. If you wish to remove
the rate type, click Remove link beside the rate type. You can also add rate types if required

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using Add another entry link. A text field appears with tick and cross mark, where you can
enter the Rate Type and click the tick mark to add the rate type.
6. By default, the list of all the services is available in Support Services block. You can select
the services offered for this Support Plan by selecting the check box beside them. You can
also add additional Support Service using Add New link.
7. Click Save. The new support plan is added to the already existing list.

Setting a Default Support Plan

The default support plan is applied when the account is not associated to any contract. You can set
any support plan as default from the Support Plan list view page.

1. Click on Set as Default Support Plan icon beside the support plan from the in the list
view.

2. A dialog box appears confirming the operation.

3. Click Ok to continue. The support plan is set as default indicated with the icon .

Edit Support Plan

1. Click on Edit icon beside the support plan name to be edited.

2. From the edit support plan form, Modify the required details.

3. Save the changes. At any point, if you wish to cancel the operation that you are performing,
click Cancel.

Delete Support Plan

1. Click on Delete icon beside the support plan name you wish to delete. A confirmation
dialog appears.
2. Click Ok to proceed with the deletion. If you do not want to delete the support plan, then click
Cancel.
Note: You cannot delete a support plan which is being used in the Contracts module.

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Operational Hours

You can set the operational hours of your organization which calculates the due by time for a request.
Besides setting specific working hours, you also have an option to set specific operational hours for
any of the days of the week.

To set the organization's operational hours,

1. Click on the Admin tab in the header pane.

2. Click on Operational Hours icon under Contract Settings block.

3. You can specify your working hours as either Round the clock or you can select the
Operational Hours from the Start Time and End Time drop down.

4. Now, select the days that your organization works by selecting the check boxes provided
beside the days of the week.

5. If you would like to set specific working hours for any of the working days, select the check
box beside the day and click on the Add Custom Time button. You can set the start and end
time by selecting the appropriate values from the drop down boxes.
6. Click Save.

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If you have already set the operational hours and now you wish to modify the same, you still need to
follow the same procedure as specified above. But in this case, when you click Operational Hours
from the Admin Home page, it will open the Operational Hours form with the details that have been
set earlier. You can make the necessary modifications and then click on Save.

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Holidays

Your organizations annual holidays can be configured using this option. This includes the list of
holidays during which your firm would remain closed and is exclusive of the weekends when the firm
does not function. The holiday list is also used while calculating the due-by-time of a request.

To open the holiday configuration page,

1. Click the Admin tab in the header pane.

2. In the Contract Settings block, click the Holidays icon . The list of available holidays is
displayed. From this page you can add, edit and delete holidays.

Add Holidays
1. Click on Add New Holiday link from the holiday list view page.

2. Enter the Date of the holiday using the calender icon . This field is mandatory and should
be selected.
3. If required, you can provide the significance of the holiday in the Description field.

4. Click Save. The holiday is added to the list. At any point, if you do not wish to add the holiday
and would like to get back to the holiday list, click Cancel.

Edit Holidays
1. In the holiday list view page, click the Edit icon beside the holiday Date you wish to edit.

2. The holiday form opens with the values populated while adding the holiday.
3. Modify the details such as Date and Description.

4. Save the changes.

Delete Holidays
1. In the holiday list view page, click the Delete icon beside the holiday Date you wish to
delete. A confirmation dialog appears.
2. Click Ok to proceed with the delete operation. The holiday is deleted from the list.

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User and Related Settings

For making the SupportCenter Plus available and usable for all your customers, you need to add
contacts and support reps, and define their roles. This enables the contacts to log in to the Self-
Service Portal to check the status of the issues reported by them, submit requests, and search the
knowledge base online. The added support reps can log in to the SupportCenter Plus application and
pick up requests, review and resolve requests assigned to them, add solution articles, and so on. The
user management configurations allow you to add contacts, support reps, account managers define
roles, and login access permissions.

• Roles

• Contact - Additional Fields

• Support Reps

• Support Rep - Additional Fields

• Account Managers

• Group

• Windows Domains

• Active Directory

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Roles

Support Reps accessing SupportCenter Plus application have defined roles and hence a defined set
of tasks to execute. You can configure different roles and assign these roles to the support reps
accessing the application.

To access Roles configuration page,

1. Click on the Admin tab in the header pane to open the configuration wiizard page.

2. Click on Roles icon under User and Related Settings. The Role list view page displays
the available roles. You can add, edit and delete roles from this page.

Adding a Role
1. Click the Add New Role link.

2. Enter a unique name for the role in Role Name filed. The Role Name is to identify the role
and is a mandatory field.
3. Set the access permissions for the role. To set the access permission, just select the check
boxes beside the access levels defined for each of the modules of the application.

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Say, you want to provide Add permissions for the modules Account and Solution and only
View permissions for the Request module.

Select the check box below Add against the Accounts and Solutions modules. For the
request module, select the check box below View. Selecting the Add option automatically
enables View permissions also.

4. You can also provide restrict access to support reps from viewing all requests in the
application. Select the appropriate radio button to suit your needs from the following,

• All: Support rep can view all the requests received in SupportCenter Plus.

• All in Group & assigned to him: Support rep can view all the requests associated to
his group and also the requests that are assigned to him.

• Assigned to him: Support rep can view only those requests that are assigned to
him/her only.

5. You can also provide permission to approve solutions for this role by enabling the check box
beside Support Reps allowed to Approve solution.

6. You can provide permission to modify the due by date and first response due by time while
editing a request, on selecting the check box beside Support Reps allowed to Edit DueBy
Date and First Response Dueby Time.

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7. Furthermore, you can provide permission to merge requests raised in the application by
enabling Support Reps allowed to Merge Requests check box. On selecting this option, the
support rep has the ability to merge requests from the request list view page and also from
the details page of a request. To know more on merging requests, click here.
8. Enter the Description for the role you are adding.
9. Click Save. The Role is added to the list of available roles in the list view page.

Edit Role
1. Click on the Edit icon beside the role name you wish to edit.

2. Modify the details and Save the changes. At any point, if you wish to cancel the operation
that you are performing, click Cancel.

Delete Role
1. Click the Delete icon beside the role name you wish to delete. A confirmation dialog box
appears.
2. Click Ok to proceed with the deletion. If you do not want to delete the role, then click Cancel.

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Contact - Additional Fields

While adding contact, you may want to capture additional details of the contact apart from the preset
fields in the New Contact form. The Contact - Additional Fields help you configure the additional
fields to display in the New Contact form. You can configure different types of fields in the form
namely, Text fields, Numeric fields and Data & Time fields.

To access the Contact - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.
2. Click on the Admin tab in the header pane to open the configuration wizard page.

3. Click on the Contact - Additional Fields icon under User and Related Settings block.
The Contact - Additional Fields list page opens. You can add up to 12 text fields, 4 numeric
and 4 date & time fields.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Contact - Additional Fields List page, click Add New Field link at the top right corner.

2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

• Single-line: A Single-line text field is for text which can be accommodated in a single
line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.
3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional field in the Description text field.

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5. You can also specify default values to be pre-filled in the new contact form.
6. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.
1. In the Contact - Additional Fields List page, click Add New Field link at the top right corner.

2. Click on the Numeric image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. In the Contact - Additional Fields List page, click Add New Field link at the top right corner.
2. Click on the Date & Time image tab.
3. Specify the Field Name for the additional field.
4. Specify any relevant information about the additional fields in the Description text fields.
5. Click Save to save the settings.
NOTE: Once all the 20 fields are added, the Add New Field link will disappear.

These additional fields will appear while adding a new contact under Additional Contact Details
block. The additional fields added or deleted can be identified using the "Column Name" field in the
Contact - Additional fields List page. It indicates the type of field added along with the field count. The
text fields are represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG' and
the date fields are represented as 'UDF_DATE'.

Edit Additional field

To edit an additional field,

1. In the Contact - Additional Fields List page, click the Edit icon beside the additional field
you want to edit.
2. In the Edit Contact - Additional Fields form, modify the required fields.
3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel. The modified field will be updated in the New Contact form.

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Delete Additional field

To delete an additional field,

1. In the Contact - Additional Fields List page, click the Delete icon the additional field you
want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. The field is removed from the Contact - Additional fields
List page and would not appear in the New Contact form.

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Support Rep - Additional Fields

If you require any further additional information while adding a support rep apart from the pre-set
fields in the new support rep form you can configure them under Support Rep - Additional Fields. You
can add text fields, numeric fields and date & time fields in the form.

To access the Support Rep - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin
user.

2. Click the Admin tab in the header pane to open the configuration wizard page.

3. Click on the Support Rep - Additional Fields icon under the User and Related
Settings block. The Support Rep - Additional Fields list page opens. You can add up to 12
text fields, 4 numeric and 4 date & time fields.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional
Fields.

To add additional fields,

1. In the Support Rep - Additional Fields List page, click Add New Field link at the top right
corner.
2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down
menu).

• Single-line: A Single-line text field is for text which can be accommodated in a single
line.

• Multi-line: The Multi-line text field is for text which requires a lengthy description.

• Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a
list of items from which you can select. To add the items, enter the value in the text
field. Click Add Item. The value is added to the list. To delete an item, select the item
and click the Delete button. The added values can be rearranged using the Up and
Down buttons. You can even sort the pick list values in ascending or descending
order by selecting an option from Sort Items drop down.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional field in the Description text field.

5. You can also specify default values to be pre-filled in the add new support rep form.

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6. Click Save to save the settings.

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.
1. In the Support Rep - Additional Fields List page, click Add New Field link at the top right
corner.
2. Click on the Numeric image tab.
3. Specify the Label for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

Date & Time Additional Fields

If the additional fields are for data and time, then use the Date & Time Additional Fields.
1. Click on the Date & Time image tab.

2. Specify the Label for the additional field.

3. Specify any relevant information about the additional fields in the Description text fields.
4. Click Save to save the settings.
NOTE: Once all the 20 fields are added, the Add New Field link will disappear.

These additional fields will appear while adding a support rep under Additional Support Rep Details
block. The additional fields added or deleted can be identified using the "Column Name" field in the
Support Rep - Additional fields List page. It indicates the type of field added along with the field count.
The text fields are represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG'
and the date fields are represented as 'UDF_DATE'.

Edit Additional field

To edit an additional field,

1. In the Support Rep - Additional Fields List page, click the Edit icon beside the
additional field you want to edit.
2. In the Edit Support Rep - Additional Fields form, modify the required fields.

3. Click Save. At any point, if you wish to cancel the operation that you are performing, click
Cancel. The modified field will be updated in the New Support Rep form.

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Delete Additional field

To delete an additional field,

1. In the Support Rep - Additional Fields List page, click the Delete icon the additional
field you want to delete. A confirmation dialog appears.
2. Click Ok to proceed with the deletion. The field is removed from the Request - Additional
fields List page and would not appear in the New Support Rep form.

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Support Reps

Support Reps handle and resolve the various incoming requests from customers. Support Reps are
defined with access privileges and roles to execute a set of tasks on a daily basis. You can add
support reps manually or if their details are configured in the Active Directory, you can import their
details into the application.
1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Support Reps icon under Users and Related Settings block. The Support
Rep list view page opens where you can add, import, edit and delete support reps.

• Add New Support Reps

• Import Support Reps from Active Directory

• Editing Support Reps

• Deleting support Reps

Add New Support Rep

1. Click the Add New Support Rep link.

2. Specify the Personal Details of the support rep such as the Name, Employee ID and Job
Title. The Name is a mandatory field.
3. Enter the Contact Information of the support rep like, Email ID, Phone and Mobile number.
You can also enter the SMS Mail ID if the support rep has one.

4. Enter the Cost Details of the support rep in the Cost per hour field.

5. While configuring Telephony Server Settings, you can enable incoming call alert as a screen
pop up by selecting the check box beside Enable Screen Pop.

6. Enter the SIP User along with the Extension Number. The SIP User is account name
registered in the IP-PBX.
7. If you have configured any additional fields for the support rep then the same is displayed
under Additional Support Rep Details block. Enter the relevant information.

8. Provide login access to the support rep by selecting Enable Login for this Support Rep.
This displays the Assign Role block jus below the login name and password fields.
9. Enter the Login Name and Password. Enter the password again in the Re-type Password
field. All these fields are mandatory if login is enabled. Also note that the login name needs to
be unique.

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10. Only on enabling login for the support rep the Assign Roles to the Support Rep drop down
appear. Choose the role from the drop down. The support rep can be assigned with
Administrator privilege, Business Unit Administration privileges or with the roles configured in
the application.

Note If you have configured multi tendency through Business Units, please note that
a support rep can be assigned with only one role for a Business Unit. To assign
Support Reps to multiple Business Units and assign roles to the same,
configure the Support Reps under Admin -> Global Settings -> Support Reps.
11. The API key is essential while integrating the SupportCenter Plus with various other
applications and web services. To generate the API Key, click the Generate API Key button.
If a key is already generated for the support rep, a Re-generate button appears.

NOTE: The API Key can be generated only after enabling login permissions for Support
Reps.
12. Click Save.

Import Users from Active Directory

You can import all your Support Reps instantly if their details are configured in the Active Directory.

1. From the support rep list view, click Import from Active Directory link. The Import from
Active Directory page pops up as shown below,

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All the fields are mandatory and should be configured.

2. Select the Domain Name and Domain Controller from which the support rep needs to be
imported.
3. Specify the Login Name and Password to the domain.
4. Select the fields to be imported from the active directory. The unselected fields will not be
imported.
5. Click Next. The import wizard page opens, which displays the various Organizational Units
(OUs) available in the domain.
6. Select the specific OU to import users by enabling the check box.
7. Click Start Importing button to import the users. After importing the users you get a report on
successful and failed import.
8. Click Close Window.
On importing users from Active Directory, the Login permissions (either AD authentication or
Local authentication) should be provided from the List View.

Enabling AD Login
1. From the support rep list view, select the check box beside the name of the support rep.
2. Click Enable AD Login button. The AD Login permission is enabled subjected to your
licences.
On enabling Active Directory Authentication option under Settings in the Admin module, support reps
can log into the application using their AD Login name and choosing their Domain from the drop
down.

Edit Support Rep

While editing a support rep, apart from modifying the support rep details you can provide login
credentials to support reps, reset their password and remove login permissions. To edit the support
rep information,

1. Click the Edit icon of the support rep to be edited.

2. From the edit support rep page, modify the details and Save the changes.

Reset the Password

You can also change the password of the support rep from the Edit Support Rep form.
1. Click the Reset Password link under Login Details block. The Reset Password form opens.

2. Enter the New Password in the field provided as shown below,

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3. Select Reset Password button. If you do not wish to change the password, click Close
button.
4. Click Save in the Edit Support Rep form.

Removing Login Permissions

You can also choose to remove his/her login permissions.

1. In the Edit Support Rep form under Login Details block, click the Yes link beside Remove
Login field. A confirmation window appears.

2. Click Ok to proceed with the operation. If you do not wish to remove the login permission,
click Cancel.

3. Click Save.

Delete Support Reps

1. Click the Delete icon beside the support rep's name to delete from the List View. A
confirmation dialog is opened.

2. Click OK to proceed with the delete operation.

The Delete icon will not be available beside the name of the support rep who has
Note currently logged into the application.

To delete that support rep, you need to log out and log in as a different support rep and
then delete the details. Also, the administrator details can be deleted only by another
support rep with administrative privileges.

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To delete bulk support rep from the application,

1. From the support rep list view page, enable the select all check box beside the Name field.
2. Click Delete button. A dialog box pops-up confirming the delete operation.

3. Click OK to proceed with the deletion of the support rep information.

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Account Managers

The account manager keeps a track of the customer account and keeps them up to date. The account
manager have permissions to view all the request raised by the contacts in the account, thereby
coordinating with the support rep to solve the issues immediately.
1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click on the Account Managers icon under the User and Related Settings block. The
Account Manager list view page opens. From this page, you can add, edit and delete an
account manager.

Add Account Manager

1. Click on the Add New Account Manager link.

2. Enter the Personal Details of the Account Manager such as Name and the Employee ID.
The Name is mandatory field.
3. Specify the Contact Information of the account manager such as, E-mail, Phone and
Mobile details in the respective fields.

4. Specify the Login Details of the account manager such as, Login Name, Password and Re-
type Password details
5. Click Save to save the details.

Edit Account Manager

1. Click the Edit icon beside the account manager name to be edited.

2. Modify the details and Save the changes. At any point, if you wish to cancel the operation
that you are performing, click Cancel.

Delete Account Manager

1. Click the Delete icon beside the account manager name to be deleted. This opens
confirmation dialog box.
2. Click OK to proceed with the delete operation. If you do not want to delete the account
manager click Cancel.

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Groups

Groups denotes the classification of your support team so that all the incoming requests can be
categorized and equally distributed amongst the support reps. Say, the support reps under the
Warranty Group handle requests relating to warranty.

You can configure the email address of the respective Groups, which routes the service request mails
to the particular group. For example, if the group 'Warranty' is configured with the mail address
'[email protected]' the request sent to this particular address will automatically get
associated with the group 'Warranty'. While replying the request assigned to the group, the From
Address will be the Reply to Address of that group.

If email address is not configured for the groups, the requests will follow the mail configuration
settings of the corresponding business units.

You can also send notification to the support reps on receiving a new request and if a request is left
unpicked. The groups configured, is listed in the drop-down menu in the New Request form.

To open the group configuration page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click the Groups icon under Users and Related Settings block. The Group List page is
displayed from where you can add, edit, or delete groups.

Add Group
1. Click the Add New Group link.
2. Specify a unique name to identify the group in Group Name field.
3. Select the support reps under this group from the Available Support Reps list box. Click >>
button to move them to Support Reps interested in this group.
4. You can send notification to the support reps in the group when a new request is added to the
group. Enable Send notification to group support rep(s) when a new request is added to
this group check box.
5. Click Choose button to open the List of Group Support Rep pop-up window.
6. Select the support reps to notify and click OK.
7. You can send notification to support reps when a request from the group is left unpicked.
Enable Send notification to support rep(s) when a request in this group is left unpicked
check box. This drops down the support rep selection field and time period configuration after
which the notification will be sent.
Warning:

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Enabling the check boxes while adding group does not ensure that the notification will be
sent. This setting is just to choose the support reps to whom the notification needs to be sent
and the time frame after which the unpicked request notification is to be sent.

To actually send the notification, you need to enable the corresponding setting under the
Notification Rules under the Admin tasks,
1. Notify group support rep by mail when request is added to group.
2. Notify support rep by mail when request is unpicked in group.

8. Click Choose button to open the complete list of support reps available in your help desk.
9. Select the support reps from the list box and click OK.
10. Select the Time period, from the creation of the request in group, after which the notification
of unpicked requests will be sent to the selected support reps.
11. If you wish to describe the group in detail enter the same in the Description text box.
12. In the Group Mail Configuration block, specify the email address to which the service
request are sent in the Incoming Email IDs field.
13. In the Sender Name field, specify the name to appear in the mail beside sender's mail ID,
while sending mails from the application.
14. Specify the Reply to Address to which the reply needs to be sent.
15. Click Save.

Edit Group
1. Click the Edit icon beside the group name you wish to edit.
2. In the Edit Group form, you can modify the name of the group, the support reps belonging to
the groups, the notification settings, description, and group email configurations.
3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.

Delete Group
1. Click the Delete icon beside the group name you wish to delete. A confirmation dialog
appears.
2. Click OK to proceed with the deletion. If you do not want to delete the group, then click
Cancel.

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Windows Domains

You can configure the Windows Domains available in your network using ManageEngine
SupportCenter Plus. When you set up the SupportCenter Plus application and start it for the first time,
the application will scan your network and identify all the available Windows domain in your network.

To view the discovered domains,

1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click the Windows Domains icon in the Users and Related Settings block. The
resulting page displays the discovered list of Windows domains. You can add, edit and delete
domains.

If you find that there are some domains that are missing in the list, then you can add those domains
manually also.

Add Domains

To add a new Windows domain,

1. Click the Add New Domain link.

2. Enter the Domain Name. The name has to be unique and is mandatory field.

3. If you want the domains to be displayed in the login screen when Active directory
Authentication is enabled then, select the check box beside Public Domain.

4. Enter the Domain Controller name for the Active Directory Server.

5. Enter the Login Credentials for the domain controller in Username and Password fields.
6. If you wish to add any description for the domain, enter it in the Description text box.
7. Click Save.

Edit Domains
1. Click the Edit icon beside the Domain Name you wish to edit.
2. In the Edit Domain form, you can modify the name of the domain, login name, password, and
description of the domain as shown below,

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3. Click Save to save the changes performed. At any point, if you wish to cancel the operation
that you are performing, click Cancel.

Delete Domains
1. Click the Delete icon beside the Domain Name you wish to delete. A confirmation dialog is
opened.

2. Click OK to proceed with the deletion. The domain gets deleted from the list. If you do not
wish to delete the domain, then click Cancel.

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Configuring Active Directory Authentication

SupportCenter Plus gives an option of importing users from Active Directory and enabling Active
Directory Authentication. On enabling AD Authentication, the login name and password with its
domain will be validated in the Active Directory. Once the login name and password is authenticated
in the AD, the Support Rep can login to SupportCenter Plus applications using the AD user name and
password on selecting the corresponding domain name.

Note: Please ensure that before you start configuring the AD Authentication, you have already
imported the users. Only if a user account is available in SupportCenter Plus application, it will
authenticate the password for that user account in the active directory. Hence, when none of
the users have been imported from the active directory, the authentication cannot be done for
the user account.

To configure the Active Directory Authentication,

1. Log in to the SupportCenter Plus application using the user name and password as an
administrator.
2. Click the Admin tab in the header pane. This opens the Configuration Wizard page.

3. Under the User and Related Settings block, click the Active Directory icon . This opens
the Active Directory page. Here you can enable or disable active directory authentication. By
default the AD authentication will be disabled.
4. If you have already imported requesters from the any of the domains in your network, then
click Enable button.

Even after enabling Active Directory (AD) Authentication, if you would like to bypass the AD
Authentication, then in the application login screen, you need to select Local Authentication from the
Domain list box after entering the login name and password, and then click Login button to enter
SupportCenter Plus.

Configure Pass - through Authentication

On enabling single sign-on, SupportCenter Plus directly authenticates your windows system user
name and password. Hence you need not login over again to enter into SupportCenter Plus or
remember too many passwords.

SupportCenter Plus Pass through Authentication uses NTMLV2 which provides better security and
validates the credentials using NETLOGON service.
1. Enabling Active Directory, activates the Pass-through authentication (Single Sign-On) option.

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2. If you like to activate single sign - on, select the Enable Pass-through Authentication
(Single Sign-On) option.

3. You can enable Pass-through authentication for users from a particular domain. To do so,
select the Domain Name from the drop down list. Enabled domain should be two way trusted.

4. Specify the DNS Server IP of the domain in the provided field.

5. To use the NTLM security provider as an authentication service a computer account needs to
be created in the Active Directory with a specific password. Specify a unique name for the
Computer Account and Password for this account.

6. The Bind String parameter must be a fully qualified DNS domain name or the fully qualified
DNS hostname of a particular AD server.
7. Save the authentication. You will get a confirmation message on the authentication.

Upon saving the details, a new computer account will be created on the Active Directory (with the help
of VB Script). If the user specifies existing computer accountname, the password specified here will
be reset on the Active Directory for the computer account. User can choose to reset the password of
computer account by clicking on the Reset Password link as well.

Even if there is a problem creating Computer Account or Resetting Password of already created
Computer Account using VB script from SCP server(upon save, the script will be called automatically)
, the details specified here will be saved and user can execute the script locally on the AD server
specifying the same details to create computer account / reset password.

If there is an issue with computer account creation, user can specify an already created computer
account name and reset password of that computer account with the help of reset password script.

Schedule AD import
1. You have an option to schedule Active Directory import in specified number of days.

2. Select the Schedule AD import check box. Specify the number of days in the text box. The
user details gets imported automatically once in specified number of days.
3. Click Save Schedule.

Local Authentication Password

1. You can also set local authentication password for AD users while providing login.
2. Enable the Random Password option to randomly set password for the AD user.

3. Or, if you would like to enter the password for local authentication, enable the
Pre Defined Password option and enter the preferred password in the text field.

4. Click Save. The Change Password link appears beside the Pre Defined
Password field. You can click Change Password link to reset the password.

Note: The AD users will have an option to change their local authentication password under
Preferences --> Change Password --> Reset local authentication password.

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User Survey Settings

You can easily record your customer satisfaction level on various key parameters that you would like
to measure about the support team and their response quality, by conducting a survey upon changing
the ticket status to Closed. You can define your own survey questions and the also set the frequency
of conducting the survey.

The various survey related configurations and the survey related actions are,

• Survey Settings

• Define Survey

• Sending a Survey

• Survey Preview

• Survey Result

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Survey Settings

You can configure the default messages that needs to appear while sending a survey such as the
welcome message, survey success or failure message and thank your message. You can also
choose to enable or disable the survey. If you choose to enable the survey, you can also schedule the
periodicity of conducting the survey.

To configure the survey settings,

1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click on Survey Settings icon under User Survey Settings. The Survey Settings page is
displayed.
3. To enable the survey, click the Enable button.
4. Enter the Sender Name.

5. Enter the Welcome Message which you wish to display as soon as the user reaches the
survey page or when the use is taking the survey.
6. Email Content: Specify the purpose of the email in the Email Content text field. This content
will be displayed in the mail sent to the contacts. $RequesterName & $SurveyLink are
variables which changes based on the contact & application URL. You can also include the
$RequestId and $RequestLink variables in the email content.
7. Success Message: Enter the message that will be displayed once the survey has been
successfully answered and submitted by the user.
8. Failure Message: When the survey is taken by a person who has already submitted the
answers for the survey, then you will have to display a failure message. You can enter the
same in the Failure Message text area.
9. Thanks Message: Enter the thanks message. This message will be displayed just before the
submit button in the survey form.
10. Match the below criteria: You can enable the survey and set matching criteria for the
requests. Based on the criteria the survey will be automatically sent to the contact without any
manual intervention. From the Criteria combo box, select the specific criteria, and then select
the matching Conditions from the combo box. Click Choose button to add the specific
values. You can choose to match all the criteria set by selecting 'and' option or match any of
them by choosing 'or' option from the drop down. You can click Add another criteria link to
add more criteria.

11. To schedule the survey, in the Schedule Survey block, choose the radio button that you wish
to set as a criteria for sending the survey. The options are,

• A request is closed: For closing every one request a survey mail will be sent.

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• Requests are closed: Specify the number of requests to be closed of all the
available requests in the text box. Once the specified number of requests is closed a
survey mail will be sent.

• Requests from a contact are closed: Specify the number of requests to be closed
for a contact in the text box. Once the specified number is reached a survey mail is
sent to the contact. This text box can take only integer values as input.
12. Click Save. The survey settings are saved.

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Defining a Survey

You can define your own survey questions and satisfaction levels that suits the needs of your
organization and users.

To define your survey,

1. Click the Admin tab in the header pane.

2. Click on Define a Survey icon under the User Survey block. From Define Survey page,
you can add, edit and delete the survey questions and satisfaction levels.

• Survey Questions

• Satisfaction Levels

Survey Questions

Add Survey Questions

1. Click on Questions tab.

2. Click the + Add Question button.

3. Type in your question in the text area provided.

4. To make the question mandatory, select Mark as Required check box. The user cannot
submit the survey without answering the mandatory questions.
5. Click Save. The question is added in the Questions tab.

You can add any number of questions to the survey by following the above steps. As you keep adding
the questions it gets appended at the end of the question list. You can change the order of the
questions by clicking the Move Up and Move Down link that is available beside each question.

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Edit Survey Questions

1. Click on Questions tab.

2. Click on the Edit link beside the question you wish to edit.

3. Edit the question displayed in the text area.

4. Click Save. The Define Survey page is refreshed to display the modifications made.
Delete Survey Questions

1. Click on Questions tab.

2. Click Delete link beside the question you wish to delete. A confirmation dialog pops up.

3. Click OK to delete the question.

Note
Deleting a survey question will have an impact on the previously collected survey
results.

Satisfaction Levels

Add Satisfaction Levels

1. Click on Satisfaction Levels tab.

2. Click + Add Level button.

3. Enter the satisfaction level in the text area provided.

4. Click Save.

You can add any number of satisfaction level to the survey by following the above steps. As you keep
adding the levels it gets appended at the end of the level list. You can change the order of the
satisfaction levels by clicking the Move Up and Move Down link available beside each question.

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Satisfaction levels scales from bad to good with Good at the bottom and Bad at the top.

Edit Satisfaction Level

1. Click on Satisfaction Levels tab.

2. Click on the Edit link beside the satisfaction level you wish to edit.

3. Edit the satisfaction level displayed in the text area.

4. Click Save. The page refreshes to display the modified levels.

Delete Satisfaction Level

1. Click on Satisfaction Levels tab.

2. Click on Delete link beside the satisfaction level you wish to delete. A confirmation dialog
pops up.
3. Click OK to delete the satisfaction level.

Note
Deleting a satisfaction level or changing its order has an impact on the previously
collected survey results.

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Sending a Survey

On closing a request, the survey form is sent via email to the contact to rate the customer satisfaction.
The survey form is sent to the contact based on the configured Schedule Survey Settings.

Note The following are the conditions to send the survey form
1. Either a support rep or administrator should have logged in.
2. The request must be closed.
3. The User Survey option must be enable in the Survey Settings.

Click on the link to open the User Satisfactory Survey page,

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Once the contact has answered the survey questions and hit the Submit button, the result of the
survey is listed under Survey Results. Once the survey is submitted the response cannot be changed.

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Survey Preview

You also have an option to preview the User Survey form that will appear to the user.

To preview the User Survey form,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Survey Preview icon under User Survey Settings. The Preview Survey page
opens with the list of configured questions and levels.

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Viewing Survey Results

Once the contact completes the survey, the support rep can view the survey results. The survey
results can be viewed based on the Date filter, Group and Support Rep.

To view the survey results,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Survey Results icon under User Survey Settings block. The Survey Results
list view page opens.

Note: Once the contact submits the survey for the request, the View Survey Results option will be
available for the requests under Request Details page --> More Actions drop down.

the survey isThe Survey Results can also be viewed from Request Details page --> Actions drop
down --> View Survey Results.

Viewing Survey Results by Date Filter

You can view the survey results based on the Date Filter. Select Today, Yesterday, This Week, Last
Week, This Month, Last Month or Custom date range option from the Date Filter drop down to filter
and view the survey results. By default All Time is displayed. When you select the Custom date
range option, you need to select the From and To date from the Calendar lookup and click Go to
view the survey results based on the specified date.

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Viewing Survey Results by Group and Support Rep

You can view the survey results based on the group, support rep or both. If you select a group from
the Group drop down, then the list of support reps associated to the selected group will be listed
under Support Rep drop down.

To view the survey results,

1. From the Survey Results list view page opens.
2. Click on the Subject of the survey result. The User Satisfaction Survey page pops up.

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Deleting Survey Results

You can delete survey results from the Survey Results list view page.

To delete a survey result,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Survey Results icon under User Survey Settings block. The Survey Results
list view page opens.
3. Select the survey result to be deleted by enabling the check box.
4. Click Delete button. A dialog box pops-up confirming the delete operation.

5. Click OK to proceed. You can see the survey result deleted from the list.

To perform a bulk delete of accounts,

1. From the Survey Results list view page, enable the select all check beside the Subject field.
All the survey results on that page gets selected.
2. Click Delete button. A dialog box pops-up confirming the delete operation.

3. Click OK to proceed. You can see the survey results deleted from the list.

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Organization Settings

Organization settings includes configuring general settings such as the language in which the
application should be displayed, Active Directory Settings, enable Business Units options and so on.

In addition, organization settings also includes configuring organizational details, scheduling backup
process at regular intervals and notifying support reps in case of any application error.

• Organization Details

• Settings

• System Notification Settings

• Date Archiving

• Backup Scheduling

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Organization Details

You can configure the details of your organization under Organization Details. The Organization
details appear while generating a report under the Reports module.
1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click on Organization Details icon under Organization Settings block. The

Organization Details form is displayed.
3. Enter the Basic Information of your organization such as the Name of your organization and
a brief explanation of the organization's specializations in the Description field.

4. Next, enter the Address of your organization such as address, city, postal code, state and
country.

5. Specify the Contact Information such as the E-mail ID, Phone No., Faz No. and your
organization Web URL.
6. You can also import the Company Logo and use that in places where the organization
details are being used.
1. Click Import Image button.
2. Click the Browse button and choose the image file from the file chooser window and
click Open.

3. Click Import.
7. Enable the check box beside Use this Image, to use this image where the organization
details are being used.
8. Click Save.

At a later time, if you wish to edit the information that you entered now, you can do so by following the
same procedure explained above.

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Settings

You can set the default language, currency, date and time to be displayed in the application, enable
Business Units and Active Directory Authentication for Support Reps, provided an Alias URL and URL
Redirection, Mark request conversations as public/private and much more in General Settings.

To access the General Settings configuration page,

1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click on the Settings icon under Organization Settings.

Language, Currency, Date and Time Settings

• Display Language

Select the language in which the application should be displayed from the drop down. Say,
Chinese, Dutch. The browser default language is English.

• Currency

Specify the default currency of the SupportCenter Plus in the given text field. This unit will be
used in all the places where cost calculation is done. Default currency specified in
SupportCenter Plus is $.

• Date and Time Format

You can set the default format for data and time from the respective drop down. The selected
data and time format is displayed wherever the date and time is required in SupportCenter
Plus application.

Request Settings

• Product Display

While selecting a product in the new request form or contract form, you have an option to list
only the Account-based products or All products by choosing the option from the drop
down.

• Intelligent Response System

While creating a new request, contacts can view the available solutions (solutions which they

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can view) related to the request. Thus the contacts can search for solutions instantly rather
than conducting a separate search in the Solutions tab. To avail this feature enable suggest
solutions for Contacts check box.

• Conversations

The mail transactions between the support rep handling the request and the contact are listed
under Conversations in the request details page. Conversations between two support reps or
between a support rep and account manager can be made private,i.e., these conversations
will not be available to the contacts. In short, if the contact's email address is not specified in
the To or CC field, the conversation is moved to private. Enable Make request
conversations public or private check box to avail this option.

• Request Feature Settings

Includes options to change the status of a request to Open, when a contact replies to an
Onhold request. And, actions to perform when a contact replies to a closed requests.

If you wish to change the status to Open, when a contact replies to an Onhold request, click
'Yes' radio button.

Select the following options when a contact replies to a Closed request - the request is
reopened always; if the contact replies within the specified number of days from the closed
time, the request is reopened. Else, the reply is created as a new request; the reply is
appended as a conversation and notified to the support rep. The status of the request
remains unchanged; the reply is created as a new request.

User Addition and Import Settings

• Contact auto-addition configuration

If a request fetched into the application is from an unknown contact (contact details are
unavailable in the database) then you have options,

• Do not log the request: This option will not log any of the new request details.

• Log the request, but add the contacts after approval: This option will log the
request details but the contact information is added after approval from the concern
personnel. These contacts will be listed under Unapproved contacts.

• Log the request and add the contact without approval: This option will log the
request and add the contact details to the server automatically without any formal
approval.

• Also create self-service login account: If you have selected the latter option, you
can create a Self-service Login account to the contact.

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Select any one of the available options as per your need.

• Auto-assign a contact to an account: Requests raised by contacts whose information is
unavailable in SupportCenter Plus application can be assigned to the account with the
specified domain name automatically. Say, a contact John with the email address
[email protected], sends an email to supportcenter for the first time and the domain,
mycompany.com is already mapped to the account MyCompany Inc., then John is
automatically associated to MyCompany Inc.

If the account information is unavailable in the database, then SupportCenter Plus

automatically adds the account name from the specified domain name in the email address
and automatically associate the contact to it. You can also exclude certain domains on
selecting Excluded Domains link.

When a contact is automatically associated to an account, you can enable email notification
to be sent to support reps. Select the check box under Notifications. Next, click Choose
button and select the select the support reps from the list. Click Ok to populate the selected
support reps in the notifications field.

Contact Settings

• Module Tabs

Enable the respective check box to show the Solutions and Reports tab to the contacts. The
contacts have permission to view the solutions and reports.

• Home tab Dashboard widget

If you would like to show any plain text, video or any output that requires an HTML snippet in
the form of widget to the contacts, you can Add a Custom widget to be displayed under the
Home tab of the contacts login.

To add a custom widget:

1. Click Add a Custom Widget link to open the Custom Widget pop up.
2. Enter a name to be displayed for the widget in the Widget Name field.
3. Enter the brief description on the custom widget in the Description text field.
4. Paste the HTML snippet of a plain text in the field provided.
5. Click Save to display the output.

Note: Only one widget can be created for the contacts.

The widget can be edited by clicking Edit Widget link and you can delete it by clicking Delete
link. Enable the check box beside the widget name to make it available in the contact login.

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• Solutions View

Users without account can view the solutions to common problems in the login screen without
raising a request. To view the solutions, enable any of the radio buttons to view,

• Show All Topics: All the topics in solutions can be viewed in the Login screen.

• Don't show any Topics: On enabling the radio button, no topics can be viewed in
the login screen.

• Show specific Topics Template: On enabling this option, the topic template gets
listed in the combo box. Select the topic template to be viewed in the login screen.
The solutions can be viewed in the following URL: http://<server name>:<port
number>/sd/SolutionsHome.sd

• Request Cost Information

You have options to either show or hide the request cost (Time Entry) to the contacts. You
can select any of the options from the following three,

• Don't show to Contacts: The request cost is not shown to the contacts.

• Show only to primary Contacts: The request cost is shown only to the Primary
Contact.

• Show All contacts: The request cost is available to all contacts.

• Allow Contacts to edit their own profile

If you wish to allow the contacts to edit their profile then select 'Yes' radio button else select
'No' option.

• Show Account Information to Contact(s)

Certain account information may contain vital facts that requires concealment from the
contacts. To refrain the contacts from viewing the account information in the request details
page, click 'No' radio button. Click 'Yes' radio button to allow the contacts to view the account
details.
• Show Contract Information to Contact(s)

Certain contract information such as number of hours/incidents remaining, number of

hours/incidents spent on the contract and so on can be concealed for the contacts. To refrain
the contacts from viewing the contract information in the request details page, click 'No' radio
button. Click 'Yes' radio button to allow the contacts to view the contract information.

• Show Reminders to Contact(s)

If you wish to show reminder option to contacts then select 'Yes' radio button else select 'No'
option. The reminders will be shown right top of the web client.

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• Show Support Team's availability information to Contacts(s)

If you wish to show the support teams availability information to the contacts then click 'Yes'
radio button else select 'No' option. The availability will be shown in the home page under
Support Team tab.

Support Rep Settings

Set the support rep's default online status by selecting the radio button. If you wish to show the
support team's availability information to the support rep enable 'Yes' radio button, else select 'No'.

Business Unit Settings

You can enable multi tendency feature by selecting Enable Business Units check box. With
Business Units in SupportCenter Plus you can manage all your business units, accounts and
contacts. [Refer Configuring Business Units for more information.]

Logo Settings

You can customize the application by choosing to display your custom logo. You need to add the logo
in two dimensions, one for the login page and the other for the header image that you see on the top
left corner of the pages once you login. The login page image should be of the dimensions 260 px x
65 px (W x H), while the header image needs to be 190 px x 30 px.

To import the login page image,

1. Click Import image ... button.
2. Click Browse button to choose the image.
3. In the file chooser window, select the file that you wish to import and click Open.
4. Click Import.
The image that you just imported will be replaced instead of the login page image. Follow the same
process for header image also.

Outlook Settings

• Outlook Configuration

While importing the contact details from Outlook into SupportCenter Plus application, login
details for the contact can be created automatically by enabling the check box. The contact e-
mail id is taken as user name and password.

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• Outlook Sync Options

The tasks and events can be synchronized between Microsoft Outlook and the SupportCenter
Plus. You can synchronize Private, Public, or All tasks and events by enabling either of the
options under Synchronize Tasks and Synchronize Events.

Other Settings
• Max. File Attachment Size

You also have an option to set the Maximum size of Incoming and Outgoing mail
attachment in SupportCenter Plus. By default you have max of Incoming mail attachment to
be 10 MB and outgoing of 5 MB.

• Forum Configuration

If you would like to route all the forum posts to SupportCenter Plus as requests then specify
the mail address in the given text field.

• Alias URL

To provide an alternate URL,

1. In the text field provided beside the http:// text, enter the URL (along with the port
number if needed).

2. Click the Open alias URL in a new window link just below the text field, to test if the
alias URL works.

• Configure URL Redirection on Logout

You can provide URL redirection when the support rep and contact logout of SupportCenter
Plus application. Specify the URL redirection beside the fields Redirect Support
Representatives upon logout to this URL and Redirect Contacts upon logout to this
URL. To redirect the customers to the customer portal, type the URL provided below in the
address bar of the browser,

http://<server name>:<port number>/portal

(OR)

http://<server name>:<port number>/sd/SolutionsHome.sd

Click Save, to save the changes made in the settings.

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System Notification Settings

In case of any application error such as mail fetching problem or if there is a failure in the backup
process, you have an option to alert the concern support reps immediately using System Notification
Settings. Furthermore, you can prevent unwanted acknowledgements or notifications being sent to
the support reps through Junk Notification Filter.

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on System Notification Settings icon under Organizational Settings.

3. In the System Notification Settings page, specify the name to be sent along with the
notification in Sender Name filed.
4. Specify the Reply-To mail address.

Notifications

To enable notification to support reps when an application error occurs or when there is a failure in
backup process,
1. Enable the check box beside Send e-mail when an Application Error Occurs.
2. Select the support reps to be notified by clicking Choose button.
3. The Select Support Rep window pops up, displaying the list of all the global support reps.
You can select more than a single support rep and click Ok. The selected support reps are
displayed in the non editable text field.
Apart from this, you can also customize the email template of the notifications "New User Registration
E-Mail" and "Password Reset Request Notification". To do this, click the Customize Template link.
The screen refreshes with the Message Template settings from where you can edit the notification
subject and message by adding or deleting variables to either of the block and click Save. To add or
delete variables to subject and message of the email template, just click the corresponding variable in
the list box on the right.

Junk Notification Filter

Junk Notification Filters prevents unwanted acknowledgements, notifications or information

mails being sent to support reps that are not requested and do not require any action to be taken.
These unwanted mails might create unnecessary email loop into the system. Acknowledgements for
mails such as Out of Office replies, notifications that bounce back when the mail destination is not
reachable (because of a wrong mail address) can be stopped from being acknowledged or notified.

You can also click on Edit Criteria and create a new notification filter. You can define a rule stating
what mails need not require acknowledgement.

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Data Archiving

Data archiving enables the user to archive closed requests and move them to a separate storage
state. You can automate the archiving process by enabling scheduled archiving.

To configure data archiving,

1. Log on to SupportCenter Plus using the Username and Password of the admin user.
2. Click Admin tab in the header pane to open the configuration wizard.

3. Click Data Archiving icon under the Organization Settings block.

4. Select the Enable Scheduled Archiving check box.
5. Choose the number of months/years from the drop down before which the requests where
closed.
6. Click Save. The requests closed before the chosen period will be moved to the archived
state.
NOTE:
• Data Archiving process will be executed every 12 hours from the time of schedule.
• To view the archived requests list, click Requests tab in the header panel. Click on Archived
Requests link under Views.
• Once archived, the requests in the archived state cannot be modified or deleted.
• The Archived requests will be removed from the current active requests list. They will not
appear in the current active requests list, search or reports. They are considered as a
separate set with separate search options and reports.
• Any reply to an already archived request will be added as a new request and not as a thread
to the existing archived request.

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Backup Scheduling

You can take backup of all your data at regular intervals using Backup Scheduling option.
1. Click on the Admin tab in the header pane to open the configurations wizard page.

2. Select Backup Scheduling icon under Organizational Settings. The backup

scheduling page opens.

Scheduling a Backup
1. Click on Add Scheduling link if you are configuring backup for the first time.
2. Enable Backup Schedule using the radio button.
3. Select the date to Start the backup from the calender icon . And also select the Time in
hours and minutes from the respective drop down.
4. You can schedule the backup process for every n number of days. Select the Number of
days from the drop down.
5. You have an option to either perform backup of the entire data available or the backup of data
without the attachments. Select the corresponding radio button for Backup Type.
6. Specify the Backup Location to store the backup files.
7. Click Save. The backup taken at regular intervals is listed in Backup Scheduling list view
along with the Next Backup Scheduled time.

Deleting Backup Files

1. From the Backup Scheduling list view, enable the check box beside the files you wish to
delete.
2. Click Delete button. A confirmation dialog opens.
3. Click Ok to continue. The backup file is deleted from the list.
Note: While performing a backup, the indexing is temporarily stopped to avoid schedule
backup failure. Since the indexing is stopped, you cannot search for latest updates in the
application during the backup process.

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Integration & Add-ons

The add-ons that can be integrated with SupportCenter Plus can be configured under this section.

The Integrations & Add-ons include,

• Twitter Settings

• Telephony Server Settings

• Remote Assistance Setup

• Zoho CRM Settings

• Custom Schedules

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Twitter Integration

SupportCenter Plus keeps track of your support queries even through Twitter! Your Tweet Updates
can be viewed from the application which can be converted into new requests in SupportCenter Plus
application. You can also organize the tweets related to specific keywords for your convenience.

To integrate SupportCenter Plus application to twitter, you need to create an application through the
Twitter Developers page. Also, you will need to select "Read and Write" option in order to allow
posting to Twitter. Refer "Creating Twitter App" for more information.

To access Twitter Settings configuration page,

1. Click Admin tab in the header pane to open the configuration wizard page.

2. Click Twitter Settings icon under Integration & Add-ons block.

Configuring Twitter Settings

1. Enter your Twitter account details such as the Consumer key, Consumer secret, Access
token, and Access token secret. These details can be optained by creating a Twitter
application using your twitter account.
2. If you do not have a Twitter Account you can use Sign up with Twitter link.

3. If there is any firewall blocking the ports, then you need to provide the proxy server setting
information. Select Proxy Settings link, enable Specify Proxy Server Settings radio button.

4. Specify the IP address of the Proxy Host name.

5. Specify the Proxy Port number.

6. Specify your Proxy Authentication details such as the proxy username and password.

7. Type in a keyword to follow all the tweets related to the keyword, say the keyword is
'acmePhone'. You can add upto 5 keywords and the specified keyword opens as a tab in
Tweet Updates under the Request module.
8. Click Save.

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Viewing Tweet Updates and Creating New Requests

You can view the Tweet Updates in the request list view page.
1. Click Request tab in the header pane.
2. Click Tweet Updates tab. The Direct Message, Mentions, History and the search keywords
are listed as header links.
3. Each tweet has options to send Direct Message, Reply and Convert as Request.
4. Clicking on Convert as Request opens the New Request form with the Name, Twitter Screen
Name, Subject and Description as specified in the tweet. Add and edit the appropriate
changes and click Add Request.

Creating Twitter App

To create a new Twitter application:

1. Login to the Twitter Developers site, by typing the URL http://dev.twitter.com. The Twitter
Developers page appears.
2. Login to Twitter using the user ID and password. Click Create an app link to create an
application to start using the twitter API. The Create an Application form opens.

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3. Fill out the details in the form to create a new application.

4. Click Create your Twitter application button. The application is created sucessfully and
displays the consumer key and consumer secret.

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5. To create access token click Create my access token button. The access token and access
token secret is created and displayed.

6. By default the twitter access level is read only. To change the access level click the Setting
tab.
7. Under the Application Type, select the "Read/Write and Access direct messages" option and
click Update this Twitter application's settings button. This permission will allow an
application to read or delete a user's direct messages.

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Computer Telephony Integration (CTI)

ManageEngine SupportCenter Plus is slowly emerging as a full-fledged customer support and help
desk software on facilitating Computer Telephony Integration (CTI) supported on Asterisk server. With
CTI in SupportCenter Plus, your help desk centers becomes instantly efficient and productive, saving
time and effort in replying to mails. By just a single click to call customers ( Click to Dial ) and Screen
Pop up displaying the incoming caller's record, your help desk software fulfills almost all your needs.

Note: Please note that a separate license should be purchased to enable CTI in SupportCenter Plus.

Features of CTI in SupportCenter Plus

• Screen pop up displaying the caller information along with history of previous requests, thus
saving time and effort in database lookup.

• Click to dial option to call customers instantly.

Getting Started

On purchasing the CTI license, the following needs to be configured to get started with SupportCenter
Plus CTI,

• Telephony Server Settings

• Call Alert option under Support Reps

Telephony Server Settings

The details of the server such as the server name and port number should be configured to enable
CTI. Currently, SupportCenter Plus supports Asterisk and Avaya server.
1. Click on the Admin tab in the header pane.

2. Click General Settings tab -> select Telephony Server Settings icon under Integration
& Add-ons block.

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• Telephony Server: The server which needs to be configured to enable CTI.

Currently we are supporting only Astersik and Avaya AES (Application Enablement
Services) PBX.

• Server Name/IP Address: Server name or IP address of the server which has
Asterisk/Avaya PBX installed.

• Port: Port Number of the Asterisk/Avaya server. By default, the port number for
Asterisk server is 5038 and for Avaya AES server is 450.

• TLink: For Avaya AES server, click Get TLink button to populate the value in the
TLink field. The TLink establishes connection between the Call Manager and the
Avaya AES Server.

• Username: The manager login user name to the Asterisk/Avaya AES server.

• Password: The manager login password of the Asterisk/Avaya AES server.

3. Click Save on entering the above details. The configurations are saved and SupportCenter
will try to establish connection with the Asterisk server. On successful connection, enable the
Call Alert status by clicking the Enable button. By default this option is disabled.

Enabling Call Alert option

To enable incoming call alert as a screen pop up,
1. From Admin - > Support Rep, select the check box Enable Incoming Call Alerts in Call
Alerts block.
2. Specify the Extension Number of the support rep in the field provided.
To know more on configuring the support reps refer Support Reps.

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Click to Dial

Click to dial option is available under the Request and Contact module of the contacts whose contact
information is specified. It provides instant calling option to the customer from their request details
page.
1. Click the Request tab in the header pane to open the request list view page.

2. Select the Title of the request.

3. In the request details page, the configured phone number and mobile number is displayed
just below the requesters name.

4. If the email id is configured then you can send an invitation for remote assistance to the
contact on clicking Send Invite link.

5. Select the mobile or phone number link to call the contact. A pop up message requesting the
support rep to pick the receiver appears on establishing connection.

Pick the receiver to establish the connection between the support rep and the contact. On
successful connection a pop up indicating the "Call has dialed successfully" appears.

Screen Pops

When a customer contacts the support team via phone, a screen pop displaying the customer details
such as name, account information and contact number appears.

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• View Requests: Track all the pending, overdue and completed requests on viewing the
request history of the caller.

• View Details: View entire details of the contact.

• Log Request: Log in requests instantly while on call.

If the caller is an unknown contact then you can either log contact number along with the following
links appears,

• Log as Contact: You can log in the unknown contact into SupportCenter Plus.

• Log Request: Log in requests instantly while on call.

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Remote Assistance

Certain scenarios may require the support rep to access machines in remote locations say, a
customer from New York requires immediate assistance and the Support Team is located in San
Francisco. Similarly, when a request is raised via phone call, it would be great if the support rep could
send an invite for remote assistance and access the customers machine from his desk, thus
increasing productively and saving time to resolve the issue.

That is where SupportCenter Plus Remote Assistance comes into play ! Instead of launching a whole
bunch of softwares to access remote machines, SupportCenter Plus helps your Support Team to
remotely view, diagnose and resolve issues of your contacts from anywhere in the world.

With Business Units, Computer Telephony Integration and Remote Assistance, SupportCenter Plus is
emerging as a globally supported customer support and hepdesk software. Supports Reps no longer
need to handle endless threads and reply to mails. With CTI and Remote Assistance, support reps
can resolve requests instantly and with ease.

Note:

• Please note that a separate license needs to be purchased for CTI and Remote Assistance.

• A Zoho Account is required to avail Remote Assistance feature.

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Browsers compatibility for Remote Assistance

• InternetExplorer (version 5.5 and above)

• Firefox

Steps for Remote Assistance

• Enter your Zoho Account details in Remote Assistance Setup.

• Specify the Email Id of the contact while entering the contact details.

Remote Assistance Setup

To configure the Remote Assistance Setup,

1. Click the Admin tab in the header pane.
2. Select Global Settings tab.

3. In Integration & Add-ons, click Remote Assistance Setup icon .

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4. Specify the Zoho Account Username and Password in the fields provided. If you do not have
a Zoho Account then you can sign up in the link provided.
5. Click Save.
6. You can test the remote assistance on selecting Test Remote Assistance and entering a
valid mail address. You can enter only one mail address at a time.

7. Click Send Invite.

8. You need to run the Zoho meeting application to enable remote assistance. Click Run button.
Note: If auto installation fails, select run this exe link to start the meeting. For more
information on joining the session refer http://zmeeting.wiki.zoho.com/Joining-the-Remote-
Assistance-Session.html
9. You can also change your Zoho Username and Password on clicking Edit Info link.

Inviting Contacts from Request Details page

While viewing the request of a contact from the request details page, the support rep has an option to
Send an Invite for Remote Assistance to the contact.

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This link is available only if the contact email Id is specified either while adding a new contact or while
creating a new request. Click Send Invite link. A dialog box appears confirming the operation. Click Ok
to proceed.

Inviting Contacts from Contact Details page

You can also invite the contact from the Contact Details page upon entering the email Id. Click Send
Invite link. A dialog box appears confirming the operation. Click Ok to proceed.

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Zoho CRM Settings

SupportCenter Plus integration with Zoho CRM helps you to import Account and Contact information
from Zoho CRM into SupportCenter Plus. You can also automate the process of importing Accounts
and Contacts from Zoho CRM through scheduled import option.

To access Zoho CRM Settings page,

1. Click Admin tab in the header pane to open the configuration wizard page.

2. Click Zoho CRM Settings icon under Integration & Add-ons block.

Configuring Zoho CRM Settings

1. Enter the Zoho CRM Auth Token in the field provided. This details can be obtained from
Zoho CRM application under Setup > Developer Space > CRM API.
2. Select the modules to import the details from Zoho CRM by selecting the check box beside
each module name. You cannot import contacts without accounts and the sales details
cannot be imported without products and accounts.
3. To automate the process of importing the information from Zoho CRM, select the Enable
Scheduled Import check box. On selecting this check box the data will be imported every
one hour from Zoho CRM into SupportCenter Plus.
4. Click Save.

NOTE: If business units are enabled, the data will get imported into the default business unit.

Creating Auth Token

You should have a Zoho CRM account to generate the Auth Token. To generate the Auth Token from
Zoho CRM, you need to send an authentication request to Zoho CRM using the URL format.

To generate the authentication token:

1. Login to Zoho CRM using the user id and password. The home page of the Zoho CRM
application is displayed.
2. Click Setup link on the top right corner and select Developer Space --> CRM API. You will
find a URL format to generate the Authentication Token.

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3. Type the URL on the browser and specify the Zoho CRM user name/email id and password.
4. Press Enter. The auth token will be generated and displayed as shown below.

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Custom Schedules

Any action that has to invoked on periodic basis can be set using Custom Schedule in SupportCenter
Plus. For example, any updates on the JIRA issue related to SCP (SupportCenter Plus) request can
be updated periodically in SCP using Custom Schedule option. This custom schedule can be set to
call either a class or a script.

The Implementation class you are calling should extend the DefaultActionInterface and provide the
implementation through the execute method. A sample Java Implementation class is show below.

package com.manageengine.servicedesk.actionplugin.sample;
import
com.manageengine.servicedesk.actionplugin.executor.ActionInterface
import
com.manageengine.servicedesk.actionplugin.executor.ExecutorData
public class SampleActionImplementation extends
DefaultActionInterface
{
public JSONObject execute(ExecutorData executorData) throws
Exception
{

//The parameter ExecutorData will not contain any data.

//You can have your implementation here
//Return type should be null
}
}

NOTE: No input data would be provided for Custom Schedule and no output will be expected.

To access Custom Schedule Settings page,

1. Click Admin tab in the header pane to open the configuration wizard page.

2. Click Custom Schedules icon under Integration & Add-ons block.

Add Custom Schedule

1. To add a schedule, click Add New Schedule button in the Custom Schedules list page.

2. Enter the name of the schedule in the Schedule Name field.

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3. Select Enabled radio button to enable the custom scheduling. You can also disable a
schedule by clicking Disabled radio button.
4. Select the Execution Type between Class and Script.
5. If you select the Execution Type as Class, then you need to specify the Executor class in the
field provided. For example, "com.scp.jira.jiraImplementation".

6. If you select the Execution Type as Script, then you need to specify the name and path of the
script file in the Executor field. For example, "cmd / c Index.bat". By default the scripts will
run from "[SCP_Home]/custom_scripts/" directory.
7. Specify the Start Date & Time on when the custom schedule should be executed.

8. The custom schedule can be repeated periodically over a particular number of days/hours.
Specify the day (s) /hour (s) in the Repeat Every field and select Days/Hours from the drop
down to run the custom schedule. i.e after every specified nth day/hour the custom schedule
will be executed.

Note: The next schedule time will be calculated from the previous schedule's start time
instead of the end time.

9. Click Save. The schedule is saved and gets displayed in the Custom Schedules list page.
Once the schedule is completed, the status will be updated in the Result column.

Edit Schedule

To edit a schedule,
1. In the Custom Schedules List page, click the Edit icon beside the schedule you want to
edit.
2. Modify the details and Save the changes. At any point, if you wish to cancel the operation
that you are performing, click Cancel.

Delete Schedule

To delete a schedule,
1. Click the Delete icon beside the schedule name you wish to delete. A confirmation dialog
appears.
2. Click OK to proceed with the deletion. If you do not want to delete the group, then click
Cancel.

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Reports

Reports play a vital role as its essential in every organization. You can view reports based on the time
spent by a support rep on an account, product, or reports on all the over due requests. You can even
schedule reports, Share reports to accounts and manage reports in the Reports tab.

The reports tab consists of the following -

• Custom Reports - Customize your own reports that suits your organizations needs.

• Query Report - Create Custom Reports by defining a Query.

• Schedule Report - Generate reports automatically on daily, weekly or monthly basis.

• Manage Folder - Keeps a track on the number of reports under each folder and option to add
a new folder.

• Report Settings - Customize your report column size, the data and time format to be
displayed in reports and options to Disable links, grouping per page and specify default
values for empty fields.

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Pre-defined Reports

SupportCenter Plus provides you with pre-defined reports that can be classified as Survey Reports,
Account Reports, Timespent Reports, Reports by Overdue requests, Reports by Completed requests,
Reports by Pending requests, Reports by all requests and Summary Reports.

Support Reps with administrator privilege and Full access permission over Reports module can edit
these pre defined reports to suit their needs.

Survey Reports

These reports provide you with the summary details on the survey results based on various
parameters. All these reports help in measuring the efficiency and effectiveness of your support team,
and take respective corrective actions. Under Survey reports you have,

• Survey Overview Report which gives you the overall ratings of each of the questions in the
survey based on the feedback of the users who took the survey. The ratings give you an idea
about the value that is associated with the corresponding question. This report provides both
tabular and a graphic representation of the results.

• Survey Results by Category report has the survey information grouped based on the
category. Against each category, the points gained by each of the survey questions is
tabulated. Depending on the kind of survey questions, this report provides valuable
information based on individual request categories.

• Survey Results by Department has the survey information grouped based on the
department from which the requests originated. The points for each question of the survey is
mapped against the department name from where the request originated.

• Survey Results by Level has the survey information grouped based on the level of the
requests. The points for each question of the survey is mapped against the level of the
request for which the survey was sent.

• Survey Results by Mode has the survey information grouped based on the mode of the
requests. The points for each question of the survey is mapped against the mode of the
request for which the survey was sent. This also gives you an idea on the mode of request
that is most frequently used to create a new request.

• Survey Results by Priority has the survey information grouped based on the priority of the
requests. The points for each question of the survey is mapped against the priority of the
request for which the survey was sent.

• Survey Results by Contact has the survey information grouped based on individual contact.
This helps you in finding out which contact has sent the maximum number of requests and
any other information based on your survey questions. This will give you an idea of the users

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perspective and help you in deciding about the corrective actions that need to be taken to
make the support team more efficient and effective.

• Survey Results by Support Rep has the survey information grouped based on individual
support reps. Each of the survey questions will carry some value and based on this value, the
average value for the questions will be marked against the support reps. These points will
enable you to objectively measure the support reps efficiency and effectiveness from the
users perspective and take any corrective measures, if required.

Account Reports

These reports provide you with the summary of account details with several parameters such as
Report by Product, Product Zone, Time Zone, Report by Account City, Report by Account
Country and Report by Account Industry. Using these reports you can track the number of request
raised from each account and zone.

Request Timespent Reports

These reports provide information on the support rep's time spent on requests and the cost per
support rep based on the time spent. You can group the report information based on Account,
Contact, Product and Product Type of the request. The time spent report by contact, gives you an
idea on the cost per contact and the number of request.

By default, the support desk reports is created for the current week. On editing, you can choose any
custom period of your choice or choose to create reports for last week, or this month, or for just this
day. All these reports can be used for analysis purposes. Say, the reports mapped against the
parameter support rep can be used to measure the support rep responsiveness and load handling
capability.

Reports by Overdue requests

You can get the report of all the overdue requests from Account, Category, Contact, level, Priority,
Group, Contact, Product Type, Support Rep, Mode, Due Date and Created date. Thus these
reports helps in improving the service and rectify the mistakes for mutual benefit.

Reports by completed requests

These reports show the distribution of completed and closed requests. Similar to Survey Reports,
these reports are generated based on various parameters such as Category, Account, Contact,
Level, Mode, Priority, Group, Product and Product Type.

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Reports by pending requests

This shows the distribution of all pending requests for a specific period of time, based on different
parameters, such as Category, Account, Contact, Level, Mode, Priority, Group, Product, Product
Type and Support Rep.

Reports by all requests

These reports provide you with graphical view of all open and closed requests by Category, Created
Date, Account, Level, Priority, Status, Group, Product, Product Type, Contact, Support Rep,
request status by Category, Level, Priority, Support Rep, Account and Contact.

Request Summary requests

These reports provide you with a high level view of the requests Received and Completed during a
particular period date-wise. These reports are generated based on various parameters such as
Category, Account, Contact, Level , Mode, Priority, Support Rep, Group, Product and Product type.
These parameters are applicable for both Receive and Completed requests.

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Custom Reports

SupportCenter Plus enables you to create reports that meet your organization needs.

To create your own custom reports,

1. Click on the Reports tab in the header pane to open the All Reports page.

2. Select New Custom Report button. The Custom Reports form opens.
3. Specify the Report Title. This field is mandatory.
4. Choose the Report Type by selecting either Tabular Reports or Matrix Reports radio
button.
5. Select a module (Request, Time Spent, Survey and so on) for which you would like to create
custom reports.
6. Click Proceed to Report Wizard >> button. The next page differs for each report type.

Generating Tabular Reports

Tabular reports are simple reports that allow you to list your data based on certain criteria. You can
select the columns to view and group the output data. If you had selected the Tabular Reports option
in step 5 above, then follow the steps below to create a tabular report.

Step 1: Select Columns to Display

1. Click Select columns to display title.

2. Select the columns to be displayed in the report by selecting it from the Available Columns
list and move it to Display Columns list using >> button. You can also order the column list
using upward and downward button.

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Step 2: Filter Options

On selecting the columns to be displayed in the reports, you need to specify the Filter Options for the
columns.
1. Click the Filter Options title.

2. Specify the Date Filter by selecting the Column, Day and Date.

3. If you wish to add Advanced Filtering, select the Column Name and Criteria from the drop

down list. Specify the value by clicking on pick value icon . You can add 'n' number of
Name and Criteria and match with AND or OR condition.

Step 3: Select Column to Group

1. Click Column to Group title to open the link.

2. Select the column data to be grouped from the Group by and Order by drop down. You also
have an model column on the right hand side of the page.

Step 4: Select Summary Type

If you have selected any numeric field in the columns to display option then, this option will be
available. Select the column summary options available for each column. Column summary options
are count, sum, average, maximum value and minimum value.

Select the column summary options by enabling the check box. These selected column summary will
be displayed in the reports.

Step 5: Charts

Choose the chart type to show the result in graphical format.

1. Clicking the Charts title opens the choose a chart type page.
2. Select the Chart Type from the combo box. Say, Pie chart or Bar chart and so on. On
selecting the chart type a model chart type is displayed on the right hand side of the page.

3. Select Rum Report >> button. On running the report you get a tabular report as well as the
graphical view for the selected column data.

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Generating Matrix Reports

Matrix reports provides the data in a grid manner (m x n format). It allows you to study different
scenarios based on the chosen criteria. If you have selected the Report Type as Matrix Report, follow
the steps below,

Step 1: Select Column to Group

You have simple grouping and advanced grouping option for matrix reports.

Simple Grouping

1. Click the Simple tab. A sample matrix is displayed with options to select the Top
column information and left column information. Both are mandatory fields
2. Select the Top column information to be displayed in the report.

3. Select the Left column information to be displayed in the report.

4. You can Summarize the columns by Count, Average, Minimum or Maximum value
Of the Request ID or the Elapse Time.

Advanced Grouping

1. Click the Advanced tab. In Advance Matrix Report you have Column Grouping and
Group by options. Both are mandatory.
2. Select the Columns and Date format from the drop down.

3. You can group the matrix in tree levels by selecting the respective levels under Group
By column.
4. You can Summarize the columns by Count, Average, Minimum or Maximum value
Of the Request ID or the Elapse Time.

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Step 2: Filter Options

On selecting the columns to be displayed in the reports, you need to specify the Filter Options for the
columns.
1. Click the Filter Options title.

2. Specify the Date Filter by selecting the Column, Day and Date.
3. If you wish to add Advanced Filtering, select the Column Name and Criteria from the drop

down list. Specify the value by clicking on pick value icon . You can add 'n' number of
Name and Criteria and match with AND or OR condition.
4. Click Run Report >> button. On running the report you get a Matrix report for the selected
column data.
5. Save the Report.

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Viewing Reports

While viewing a custom report, whether its Tabular or Matrix, you can perform actions such as Edit,
Save the report, Schedule the report, Mail the report and View the Report Query.

• Editing Reports: Edit a custom report to choose fields of your choice.

• Save Reports: Create and save your customized report.

• Schedule Reports: Schedule to run the reports daily, weekly or monthly using this option. On
scheduling the report, the selected report gets generated automatically on the specified date
and time and the generated report is sent to the respective person through e-mail.

• Mail this report: Mail the report instantly to support reps and account managers as a PDF,
HTML, XLS or CSV format.

• Share: You can share the reports to contacts in an accounts.

Editing Reports

You can edit the report either from the reports list view or while viewing an individual report.

Reports List View

1. From the All Reports page, click Edit link available against the custom report that you wish to
edit. The Report Wizard page opens.
2. Modify the necessary details and Save the report

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Viewing Reports
1. Click on the Edit button. The Report Wizard page opens.
2. Modify the necessary details and Save the report.

Delete Reports

You can delete the custom reports that you have created and saved. From the All Reports page, click
Delete link available against the custom report that you wish to delete. This will delete the report.

Saving Reports

If you wish to save the report,

1. Click Save Report as button.
2. Specify the Report Name and share the report as public or private.
3. Select the Folder in which you would like to share the report. You can also add a new folder if
required using Add New Folder link.
4. Enter Description regarding the report.
5. Click Save. The report is saved in the folder specified.

Viewing Query

You can also view the SQL Query used in the database to run the report.
1. Click Show Query button. The SQL Query of the report is displayed in a pop up.

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2. You can also view the Query in the Query Editor on clicking Open With Query Editor.

Mailing Report
1. Click Mail this Report button. The mail this report dialog appears.
2. Select the Format from the drop down. Say, PDF, HTML, XLS and CSV
3. Specify the To address in the given text field.
4. Specify the Subject and Description of the mail.
5. Send the mail.

Sharing Report

The Share button appears on saving and viewing the Custom report. You can share reports to all
accounts or only to selected accounts.
1. Click Share button.
2. From the Share Report pop up, select the radio button from the options All Accounts, Do not
share this report and Selected Accounts.
3. On selecting Selected Accounts, the list of available account name is displayed. You can
choose the accounts and move them to Selected Accounts block using the >> button.
4. Click Share. The report is shared to the selected accounts.
You have an option to export this report to HTML file, PDF file, XLS file and CSV file. To know how to
export to PDF, refer to the section Exporting Report as PDF.

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Query Reports

The Query Editor helps you to create your custom report by defining your query. With the Query editor
you can join different tables from different modules.
1. Click on the Reports tab in the header pane to open the All Reports page.

2. Click New Query Report button. The Query Editor opens.

3. Click Create button. Click New Query Report option. This opens the Query Editor page.
4. Specify the title of the report in the Report Title field. This field is mandatory.

5. Specify the query to be executed in the Query field. This field is also mandatory.
6. The Logs displays all error messages on providing any wrong query.
7. Click Run Report to run query report.

Tips
1. Date Formulae: DATE_FORMAT (FROM_UNIXTIME (COLUMN_NAME/1000),'%d-%m-%Y
%k: %i') 'Column Alias'.
2. Minutes Formulae: ROUND ((((COLUMN_NAME/1000)/60)) % 60) 'Minutes'.

3. Hours Formulae: ROUND (((COLUMN_NAME/1000)/3600)) 'Hours'.

4. Compare Date: COLUMN_NAME >= (UNIX_TIMESTAMP (DATE ('2006-07-24 00:00:00')) *

1000).
5. Convert Memory in GB: ((((MEMORY_COLUMN)/1024)/1024)/1024)

6. Default Value For Null Data: COALESCE (COLUMN_NAME, 'Unassigned')

7. Group by: Query statement will be ends with order by <column_index>

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Scheduled Reports

You can schedule to run the selected reports daily, weekly or monthly using this option. On
scheduling the report, the selected report gets generated automatically on the specified date and time
and the generated report is sent to the respective person through e-mail. Thus by scheduling the
reports you get the data in regular intervals without manually generating it.
1. Click on the Reports tab in the header pane to open the All Reports page.
2. Click New Scheduled Report button. The Schedule Report page opens. You have four
option to schedule reports,
Generate Once
You can generate the report only once by specify the Date using the calendar icon and
Time from the hours and minutes drop down.

Daily Report
Generate reports on a daily basis by specify the From Date and Time in hours and minutes
from the drop down.

Weekly Report
Generate weekly report by enabling the check box beside the days of the week on which you
want to generate reports, or you can select Everyday check box to generate reports on daily
basis. Also specify the Time in hours and minutes.

Monthly Report
Generate reports on a monthly basis by enabling the check box beside the month on which
the report has to be generated, or by select Every Month check box to generate reports on
monthly basis. Also, select the Date the report has to be generated every month and the
Time in hours and minutes.

3. Once you select the Schedule Type, select the Report to schedule from Report drop down.
The report drop down lists all the available reports in the application. This field is mandatory.
4. Select the Format in which the report should be generated from the drop down. Say, PDF,
HTML, CSV and so on.
5. Specify the Email ID of the person to whom the generated report has to be sent in the To
field.
6. Specify the Subject and Message to be sent along with the report in the respective fields.

7. Save the details.

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Report Settings

Report Settings helps you to customize the report column size, customize the data and time format to
be displayed in reports, and options to Disable links, grouping per page and specify default values for
empty fields.
1. Click Reports tab in the header pane to open All Reports page.

2. Click on Report Settings button. Report Settings page pops up.

3. You can customize the Tabular column size by specify the size of the small text, large text,
number size and date and time text.
4. If you wish to customize the Matrix column size, specify the size of the cell width and cell
height and update the changes.
5. You can also change the Date and Time format to be displayed in the report. If you specify
the format in the given text field as MM-dd-yyyy HH:mm then the result would be Date: 09-20-
2007 Time:03:20.
6. You can also customize the Report Font Settings by select the font size for the report title,
table header and table row from the respective drop down.
7. While viewing the report, if you do not want to show links then enable Disable link in reports
check box. By default, this option is disabled.

8. You can specify values to replace empty values in the respective field.
9. Click the Update button.

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Exporting Report as PDF

You can export the report as PDF and save the PDF version of the report for future reference.

To export a report,
1. Generate the report that you want. To know how to generate a report, refer to the Viewing
Helpdesk Reports topic.
2. In the report view, click on any of the Export options say, PDF
3. If you have a PDF reader (Acrobat Reader), you will be asked if you want to open the
document in your default PDF reader. Or else, you can choose to save the PDF document to
your disk by selecting the Save to Disk radio button. If you want to open the PDF in a PDF
reader, then leave the default selected option as is.

4. Click OK. The PDF document is opened in your default PDF reader.

5. Save the PDF document for future reference.

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Dashboards

Dashboards display the real time information of the data specified in SupportCenter Plus. It provides a
quick view of the activities in the present week, present month, previous weeks and previous months,
thereby enabling a user to take necessary decisions and actions.

Based on the roles assigned, the Dashboards are customizable to suit the user's perspective. Many
such dashboards can be created and sorted by a single user. The widgets display specific information
and is illustrated in the form of a pie chart, bar diagram, line diagram or as a list. These widgets can
be concealed and rearranged in the canvas. Further, additional information can be obtained on
hovering over the bar diagram or pie chart on the widget.

Public Dashboards appear in all the configured Business Units in the application. Any changes made
in the public dashboard (adding new widgets or removing a widget) of one business unit, effects the
dashboard of all other configured Business Unit.

1. If you have enabled multi-tenancy through Business Unit, select the Business Unit
for which the Dashboard should be created and then proceed with the dashboard
Note configurations.

2. Dashboard can be customized by users with specific role permission. Refer Roles
to know more.

The following are the topics discussed under this section:

• Creating a New Dashboard

• Editing existing Dashboards

• Setting a Dashboard as Default

• Deleting Dashboards

• Viewing the Dashboard on Full Screen

Creating New Dashboard

The New Dashboard form can be accessed from the Dashboard tab by,

• Clicking New Dashboard button, or

• Select Switch to drop down -> New Dashboard option.

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The New Dashboard form is separated into Dashboard Details and Add Widgets to Dashboard
section.

Adding the Dashboard details

1. Specify a unique name to be displayed in the Dashboard. The Dashboard Name is a
mandatory field.
2. Enter a brief Description on the main focus of the Dashboard.
3. The Dashboard can be displayed in columns of 1, 2 and 3. Choose the Number of Columns
from the drop down.
4. If you have selected the column size as 2 or 3, the Column width options are enabled. Here
you can adjust the width of the columns to suit your needs.

5. For updated real time information, you need to refresh the widgets in the Dashboard at
regular intervals. Select the Refresh Interval from the drop down. The refresh intervals are
from every 5 minutes to every 2 hours. If you do not wish to refresh the widgets, select Never.
6. The dashboard can be made private or can be shared to other SupportCenter Plus users
(public). To enable privacy, select Private radio button. To share the dashboard with other
users, select Public radio button.

7. Enable the check box beside the widgets you wish to add on the dashboard. It is mandatory
to select the widgets.

8. Click Save button. The details are saved and the dashboard appears along with the selected
widgets in Switch to... drop down.

NOTE: To know more on adding widgets to dashboards, refer Adding Widgets to

Dashboards.

Editing Dashboards

To modify an existing dashboard,

1. Select the dashboard to be edited from Switch to... drop down.

2. Click Actions drop down -> select Edit Dashboard option. The edit dashboard form appears.

3. Modify the Dashboard details and select/de-select the widgets from the form.

4. Click Save button. The modified details are saved and the dashboard appears along with the
modified details.

Setting a Dashboard as default

Default Dashboards are dashboards that appear when a user logs into the application. To set a
dashboard as default,

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1. Select the dashboard to be set as default from Switch to... drop down.

2. Click Actions drop down -> select Set this as Default option.

If you have enabled multi tenancy through Business Units, and you have configured 3 Business Units,
with a public dashboard set as default, then all other Business Units bear the same default
dashboard.

Deleting Dashboards

To delete a dashboard,
1. Select the dashboard to be deleted from Switch to... drop down.

2. Click Actions drop down -> select Delete Dashboard option. A dialog box confirming the
delete operation appears.
3. Click Ok to proceed with the deletion.
NOTE: The delete operation cannot be performed for "Global Dashboard".

View the Dashboard on Full Screen

To get a better view of the dashboard, select View Full Screen option. To view a dashboard on full
screen,
1. Select the dashboard to be viewed as full screen from Switch to... drop down.

2. Click Actions drop down -> select View Full Screen option. A new window appears
displaying the chosen dashboard in full screen.

3. Close the window to exit from the Full Screen view.

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Adding Widgets to Dashboard

There are over 40 widgets that are grouped under specific headings such as Business Units,
Requests, Account and Contact, Contracts, Solutions and Others. The purpose of each widget is
explained in this document.

• Business Unit Widgets

• Request Widgets

• Accounts and Contacts Widgets

• Contract Widgets

• Solutions Widgets

• Other Widgets

Business Unit Widgets

The Business Unit widgets display the result for all the configured Business Units in the application.

• Pending Requests by Status - All Business Units:

Lists the number of unresolved requests under the status Open, Onhold and Overdue, across
all the configured Business Units.

• Pending Requests by Support Reps - All Business Units:

Lists the number of requests assigned to Support Reps that remain unresolved, across all the
configured Business Units.

• SLA compliance by Business Unit:

Bar diagram depicting the number of requests within the SLA time and the number of overdue
requests across all the Business Units.

• Inbound Requests by Business Unit:

Pie chart depicting the number of requests fetched across all the configured Business Unit.

• Contracts expiry summary across all Business Unit:

Lists the number of contracts due to expire for that day, the next 7 days and the next 30 days
across all the configured Business Units.

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• Announcements - All Business Units:

This widget holds the current three announcements across all the configured Business Units.

• Requests approaching SLA Violation:

Lists the first ten requests across all the Business Units that are approaching SLA violation
along with the time frame.

• Requests approaching SLA Violation (First Response):

Lists the first ten requests across all the configured Business Units that are approaching first
response time SLA violation.

Request Widgets

• Pending Requests by Support Rep:

Lists the number of requests assigned to the Support Reps that remain unresolved.

• Pending Requests by Account:

Lists the number of unresolved requests under each account.

• SLA Resolution Time compliance by Support Rep:

Bar diagram depicting the number of requests within the specified SLA resolution time and
the number of overdue requests that are assigned to the support reps.

• SLA Resolution Time compliance by Level:

The number of requests within the specified SLA resolution time and the number of overdue
requests with level as a parameter.

• SLA Resolution Time compliance by Priority:

The number of requests within the specified SLA resolution time and the number of overdue
requests with priority as a parameter.

• SLA Resolution Time compliance by Category:

The number of requests within the specified SLA resolution time and the number of overdue
requests with category as a parameter.

• SLA Response Time compliance by Support Rep:

The number of requests within the specified SLA response time and the number of overdue
requests assigned to the support reps.

• SLA Response Time compliance by Level:

The number of requests within the specified SLA response time and the number of overdue
requests with level as a parameter.

• SLA Response Time compliance by Priority:

The number of requests within the specified SLA response time and the number of overdue
requests with priority as a parameter.

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• SLA Response Time compliance by Category:

The number of requests within the specified SLA response time and the number of overdue
requests with category as a parameter.

• Request Summary:
Lists the number of requests that are overdue, the number of requests due for that day and
the number of unresolved requests.

• Inbound, Due, Completed Requests:

Line graph showing the inbound, overdue and completed requests.

• Requests By Mode:
Pie chart depicting the number of requests in the various modes configured in the application.

• Requests By Support Rep:

Pie chart depicting the number of requests assigned to the support reps.

• Requests By Level:
Pie chart depicting the number of requests in the levels configured in the application.

• Requests By Priority:
Pie chart depicting the number of requests in the various priority configured in the application.

• Request By Category:
Pie chart depicting the number of requests in assigned to the categories configured in the
application.

• Average Resolution Time compliance by Support Rep:

Bar diagram depicting the average resolution time taken by Support Reps to close a request.

• Average Resolution Time compliance by Level:

Bar diagram depicting the average resolution time taken to close request based on level.

• Average Resolution Time compliance by Priority:

Bar diagram depicting the average resolution time taken to close requests based on priority.

• Average Resolution Time compliance by Category:

Bar diagram depicting the average resolution time taken to close a request based on
category.

• Requests Assigned Contracts Vs Requests Not-Assigned Contracts:

Pie chart depicting the number of requests assigned to a contract and the number of requests
that are not assigned to a contract.

• Requests Assigned Products Vs Requests Not-Assigned Products:

Pie chart depicting the number of requests assigned to a product and the number of requests
that are not assigned to a product.

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• Pending Requests by Group:

Lists the number of unresolved requests under each group.

Account and Contact Widgets

• Accounts and Contacts Summary:

This widget shows the number of Accounts added in the last 30 days, the number of contacts
added in the last 30 days and the number of contacts without an account.

• Top Ten accounts with maximum number of products:

Pie chart depicting the top ten accounts with maximum number of products.

• Top Ten accounts with maximum number of requests:

Pie chart depicting the top ten accounts with maximum number of requests.

• Accounts By Time Zone:

Pie chart depicting the number of accounts under each time zone.

• Accounts By Industry:
Pie chart depicting the number of accounts under each industry.

• Top Ten contacts with maximum number of requests:

Pie chart depicting the top ten contacts with maximum number of requests.

• Contact Pending Approvals:

Lists the number of contacts that have registered for SupportCenter Plus through the
customer portal (Registered Contacts) and the number of contacts who have raised requests
in the application but their data is unavailable in the database (Unapproved Contacts).

Contract Widgets

• Contract Expiry Summary:

Lists the number of contracts that has expired in the last 30 days, the number of contracts
expiring in the next 7 days and the number of contracts expiring in the next 30 days.

• Contract Creation Summary:

Lists the number of contracts created in the last 7 days, the number of contracts created in
the last 30 days and the number of contracts created in the last 3 months.

Solution Widgets

• Solutions waiting for approval:

Lists the recent five solutions waiting to be approved. Clicking on Show All takes you to the
Approval Pending Solutions list view page.

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• Recent Solutions:
Lists the recent five solutions added in the application. Clicking on Show All takes you to the
Recent Solutions list view page.

Other Widgets

• Announcement:
Lists the recent five announcements from the selected Business Units. Clicking on Show all
takes you to the currently showing announcement list view page.

• All Tasks:
Lists the recent six tasks created in a Business Unit.

• Custom Widgets:
As the name suggests, this widget can be customized to display any plain text, video or any
output that requires an html snippet.

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Viewing Dashboards

There are many actions that can be performed on the widgets from the Dashboard tab. The following
topics are discussed under this section:-

• Drag and Drop Widgets

• Widget Settings

• Custom Widget

Drag and Drop Widgets

With the drag and drop option, you can place the widgets in the dashboard according to your
preference. The widgets most viewed or vital can be placed above all other widgets.

To perform a drag and drop of the widgets,

1. Hover the cursor over the widget title section.
2. Click and drag and widget to the desired location in the canvas.
NOTE: Please note that the widgets should be placed within the dotted lines as shown in the
image below,

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Widget Settings

Each widget in the dashboard is provided with a settings icon from where the details about the
widget can be obtained. The settings icon also consists of the following options,
• Settings
The Settings option is available only for the Custom widget and for widgets depicting Time
Period (pie chart, bar diagram and line diagram).

• Hide this Widget

Use Hide this Widget to remove a widget from the dashboard. You can enable the widget
using Edit Dashboard option.

• About this Widget

About this Widget provides information on the details and purpose of the widget.

Lets take the pie chart as an example to explore the actions that can be performed on the widgets.
The pie chart is divided into various sectors illustration each portion with a name and numeric value.
Hovering over each sector displays the proportion in percentage.

For instance, the widget "Requests by Support Reps" is a pie chart illustrating the number of requests
assigned to the various support reps configured in the application.

You can set the Time Period to view the requests assigned to the support reps for the present month,
present week, previous month and previous week. There are two ways through which you can set the
Time Period,

• Select the Time Period from the Widget.

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• Click the Settings icon -> Settings option. Set the default Time Period from the drop
down. Click Save.

Custom Widget

The custom widget can be customized to display any plain text, video or any output that requires a
html snippet. To add a html snippet, enter a name to be displayed for the widget in the Widget Name
field. Enter a brief description on the custom widget in the Description text field. Next, paste the
HTML snippet or the plain text in the field provided. Click Save to display the output.

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Mobile Client

ManageEngine SupportCenter Plus mobile client improves the efficiency and productivity of your
support system by providing the Support Reps with the ability to instantly access their requests while
they are away from their desk through their mobile devices. It is a complete browser based web
application supporting request features like viewing requests, adding a new request, closing resolved
requests, assigning requests, adding resolution and deleting a request.

SupportCenter Mobile Client is compatible with mobile devices such as Blackberry, iPhone, Android
and other Smartphones, and is accessed through the mobile browser on typing the url
http://<machine-name>:<port-number>/m.

Features

• Supports request module features such as, creating new request, viewing request details,
adding resolution to a request, adding time entry, assigning support reps to a request, closing
completed requests and deleting requests.

• Any actions performed on the requests are based on the Roles assigned to the support reps.

Getting Started

On connecting your mobile device to http://<machine-name>:<port-name>/m, the screen opens to

display the login page.

• User name: User name of the support rep who logged-in server.

• Password: Password of the support rep for the logged server.

• Log on to: Choose the domain of the logged in support rep.

• Keep me signed in: Select this check box to keep signed in forever.

Click Login.

Note: SupportCenter Plus Mobile Client does not support Single Sign-On (SSO).

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On logging into the application from your mobile device, the home page displays the Overview,
Requests, Search, Recent Items, Business Units, Log out and Change Language options.

• Overview - displays the number of Overdue Requests, Requests Due Today and Pending
Requests of the logged in Support Rep.

• Requests - displays the request list with option to select, all the Custom Views.

• Search - search for requests on entering the Request ID in the Search text field.

• Recent Items - displays the recent items viewed by the Support Rep.

• Business Units - displays the business units configured in SupportCenter Plus. The business
units assigned and enabled to the logged-in support rep are displayed under this tab.

• Log out - to log out from the mobile client.

• Change Language - change the language to be displayed in the application from the drop
down.

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Overview

The overview section of the logged in support rep comprises of the number of all Overdue requests,
Requests due to be completed today, the pending requests and the open requests. Click on a view to
display the list of request under it.

To revert back to the Home page click home icon on the top right corner of the page.

Business Units

The business units assigned and enabled to the logged in support rep is listed under this section. To
switch business unit, click the required business unit in the Business Units list view page.

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Requests

Selecting Requests from the home page takes you to 'My Pending' requests by default. The requests
views can be viewed by clicking Views button. From the Actions drop down you can perform further
operations on the request such as adding new request, assigning support reps to request, closing
completed requests and deleting requests.
The request list view displays a total of ten requests in a page. You can navigate to other pages using

the navigation options below the page. To go back to the Home page, click the home icon icon
on the top right corner of the page.

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Creating New Request

Requests can now be instantly created from your mobile device on entering details such as, name,
email, account, subject and description.
Select Add New from the Actions drop down in the Request list view.

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• Name - name of the contact raising the request.

• Email - the email ID of the contact.

• Account - name of the account which is automatically displayed on entering the contact
name. The account name will be displayed only when the contact is associated to the
account.

• Subject - a brief summary of the request.

• Description - a detail description of the request.

Click Add to save and add the request in the request list view.

Viewing Request Details

To view the details of the request, click on the request you wish to view from the request list view
page. The request details page displays the Request ID along with the subject of the request, contact
name with request created date and time, Support Rep assigned to the request, Due date of the
request, Status of the request, last updated date, and Description.

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From the request details page, you can perform the following operations:

• Editing Request

• Assign Request

• Replying to the contact

• Forwarding Requests to Support Reps

• Adding and Viewing Notes & Conversations

• Deleting Request

• Adding and Editing Resolution

• Adding, Viewing, Editing and Deleting Time Entry

• Closing Request

Editing Request

You can edit the request properties such as status, mode, level, priority, group, support rep, category,
sub-category, item, product, created date, created by, response dueby time, and due date.

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1. In the request details page, select Edit option from the Actions drop down. The Edit
Properties page is displayed.
2. Edit the request properties as required.
3. Click Save.
NOTE: You can also click Properties link in the request details page to edit the request properties.

Assigning Request

If you are assigning requests to support reps using your mobile device, then the list of all the available
support reps are displayed.
1. In the request details page, click the Actions drop down and select Assign option.
2. Select a support rep from the Support Reps drop down.
3. Click Assign.

Note: You can also assign request to the support rep from the request list view page.

Replying to the contact

1. In the request details page, click Reply button. The Reply page is displayed.

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2. Enter the To address of the contact.

3. If you want to send the same information to more than one person then enter the e-mail
address of those people in the CC field with comma as a separator.
4. The Subject is pre-populated. You can edit the subject if required.
5. Enter the detailed description relevant to the request in the Description field.
6. Select the Include original content check box, if you would like to include the previous
content of the mail.
7. Click Send button.

Forwarding Requests to Support Reps

1. In the request details page, click Forward button. The Forward page is displayed.
2. Enter the To address of the support rep.
3. You can also send the same information to more than one support rep by specifying the mail
address in CC field.
4. The Subject is pre-populated. You can edit the subject if required.
5. Provide a detailed description with any other associated details relevant to the request in the
Description text box.
6. Select the Include original content check box, if you would like to include the previous
content of the mail.
7. Click Send to send the mail to the concern support rep.

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Conversations and Notes

All the mail transactions between the support rep handling the request and contact, and the notes
added to the request can be viewed as Conversation and Notes in the request details page.

Viewing Conversations and Notes

Click Conversations and Notes link in the request details page to view the conversation and notes list.

Adding Notes

To add note to a request:

1. Click the Conversations and Notes link in the request details page.
2. Click the Add Notes button to open the New Note page.

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3. Enter the content in the Note text box.

4. The note added can be made public or private.
1. Public Notes: Public notes can be viewed by the contact and support reps
2. Private Notes: Private notes can be viewed only by the Support reps.
5. By default, the notes are private, but can be made public on selecting Show this notes to
Contact also check box.
6. You can also notify the support rep assigned to the request about the addition of note on
selecting E-mail this Note to Support rep check box.
7. Click Add button. The note is added along with a date and time stamp. The name of the
person who added the note is also displayed.
You can add any number of notes to a request. The added notes are displayed in the descending
order with recently added note first. You also have options to edit and delete the notes.

Deleting Requests
1. In the request details page, click the Actions drop down and select Delete option.
2. A dialog box pops up asking your confirmation on the delete operation.
3. Click OK to proceed. The request is deleted.

Note: You can also delete more than one request by selecting the check box and selecting
the Delete option from the Actions drop down in the request list view page.

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Resolution

Using Resolution option, you can enter resolution for a request, view existing resolution and edit them
if required.

NOTE:

• Resolutions can be added only as plain text.

• Resolutions cannot be searched from Solutions module.

Adding Resolution to a request

1. From the request details page, click Resolution tab to open the Resolution page.

2. Enter the resolution in the text field.

3. You can also change the status of the resolution from Change Status drop down list.
4. Click Save.

Editing Resolution for a request

1. Click Resolution from the request details page.
2. If the resolution is added to the request then the Edit button appears.
3. Click Edit to modify the resolution.
4. Modify the content and if necessary change the status.

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5. Click Save.
Time Entries

Using Time Entry option, you can record the total time spent on resolving a request. You can Add,
View, Edit and Delete Time Entry.

Adding Time Entry

1. Click the Time Entries tab in the request details page.

2. Click the add time entry icon to open the Add Time
Entry page.

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3. By default, the support rep assigned to the request is displayed in Support Rep drop down
box. If required, you can choose the support rep from the drop down list.
4. Select the date and time when the request was Executed by clicking the field.
5. Specify the total Time Taken to Resolve the request in Hours and Minutes.Select the Rate
type from the drop down. The cost per incident or hour specified and added to the Support
Plan is displayed automatically.
6. If there are any Additional Cost, then the same can be provided in the field.
7. The Total Cost in $ is automatically populated on entering the above two fields.
8. Specify the Description about the time spent details in the given text box.
9. By default the Billable check box is selected. If you wish to make the time entry as non-
billable, clear the Billable check box.
10. Click Save.

Viewing Time Entries

1. In the request details page, click the Time Entries tab. The Time Entires List view is
displayed listing all the time entries added for the request.
2. The time entries are displayed along with the name of the Support Rep who had resolved the
request, the Time taken to Execute the request, the Total Time Spent for the request and the
Total Cost to be paid by the customer.
NOTE: From the Time Entries List view, you can edit and delete the time entry.

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Editing Time Entry

1. In the Time Entries list view page, click edit icon beside the time entry which you want
to edit. The fileds in the time entry page turn editable.
2. You can select the Support Rep, select the Executed Time, edit the Time Taken To
Resolve the request, select the Rate Type, edit the Additional cost, Total Costs and
Description of the time entry.
3. Select or clear the Billable check box as you wish.
4. Click Save. The details are saved and listed in the Time Entries list view page.
Deleting Time Entry

1. In the Time Entries list view page, click delete icon beside the time entry which you
want to delete.
2. A dialog box pops up asking your confirmation on the delete operation.
3. Click OK to proceed. The time entry is deleted.

Closing Request

When the contact is completely satisfied that his/her request has been completely attended to and the
reported problem has been resolved by the support rep, then the request can be closed by the
support rep.

NOTE:

If you have selected the mandatory fields to be filled while closing the request in
Request Closing Rules, then enter the mandatory field and close the request. Else
an error message appears and the request cannot be closed unless the field value is
entered.

To close the request:

1. In the request details page, click the Actions drop down and select Delete option.
2. A dialog box pops up asking your confirmation to close the request.
3. Click OK to proceed. The request is closed.
If you have enabled the option to send survey on completion of request, a survey form is sent to the
contact via mail. Alternatively, you can also change the status field to Closed while editing the
request.

Limitations of SupportCenter Plus Mobile Client

• Supports only Request module.

• Only Support Reps can access mobile client through their mobile devices.

• Inline edit for changing the request properties is not supported.

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• Requests cannot be created through Request Template though templates are configured in
the server.

iPhone App

ManageEngine SupportCenter Plus iPhone App helps you perform request related operations such as
adding requests, editing requests, assigning requests to support reps, replying to requests, adding
resolutions and time entries, and closing completed requests. Also you can view Account and Contact
details.

Features

• Supports request module features such as, creating new request, viewing request details,
adding resolution to a request, adding time entry, assigning support reps to a request, closing
completed requests and deleting requests.

• Any actions performed on the requests are based on the Roles assigned to the support reps.

The following topics are discussed underneath:

• Downloading the SupportCenter Plus iPhone App

• Configuring SupportCenter Plus Server Settings

• Logging into SupportCenter Plus iPhone App

• Request List View

• Adding Requests

• Performing Request Related Operations

• Viewing Accounts

• Viewing Contacts

• Limitations of SupportCenter Plus iPhone App

Downloading the SupportCenter Plus iPhone App

You can download the SupportCenter Plus iPhone App from App Store by searching for
"SupportCenter Plus". It is a free App and does not require any license to be purchased.

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For more details, refer this link "http://itunes.apple.com/in/app/supportcenter-

plus/id527157494?mt=8".

After installing the App in the iPhone, SupportCenter Plus icon is displayed. Tap the icon to
view the Login screen.

Configuring SupportCenter Plus Server Settings

Before you login SupportCenter Plus iPhone App, you need to configure the Server Name and Port
Number of the SupportCenter Plus server.

To configure the server settings,

1. In the Login screen, tap Server Settings.
2. Enter the Server name of SupportCenter Plus server. For example:
demo.supportcenterplus.com
3. Enter the Port Number of SupportCenter Plus server. For example: 8080
4. Tap the Protocol of the SupportCenter Plus server, whether server is running in HTTP or
HTTPS mode.

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5. Tap Done to save the server settings. The Login screen is displayed again.

Logging into SupportCenter Plus iPhone App

On configuring the server settings and saving it, the screen opens to display the login screen again.

• User Name - User name of the support rep.

• Password - Password of the support rep.

Tap Login.

Request List view

The Request List view displays the Open or Unassigned requests by default. The Request List
view displays a total of 50 requests per page. The requests are displayed along with the Request
Title, Contact Name, Due by Date and Priority of the request.

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Using the Filter icon , you can select request filters which you want to display in the request

list view. From this page, you can also Add Request and configure App Settings .

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Configuring Settings

Settings help you switch between Business Units to view requests. Apart from this, you can select
Logout Options to automatically logout of the application; view the login details; enable Speech
Recognition to use your voice to create and edit requests; know more about SupportCenter Plus
and a Logout button to manually logout of the application.

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Business Unit

You can select the business unit to view the requests.

To select Business Unit,

1. Tap the business unit.
2. Select the business unit. The selected business unit is indicated with a tick mark.
3. Tap Settings to go back to the Settings page.

Log Out

You can set the logout options to automatically logout of the SupportCenter Plus application when
the application is closed, or logout every 7 days or never logout of the application. Select the
Logout Options.

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If you want to manually logout of the application, tap Logout.

Adding Requests

To add request using SupportCenter Plus iPhone App,

1. In the Request List view, tap the Add Request icon . The Add Request form is
displayed.

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2. Select Contact Name to add the name of the contact. In this page, you can either search for
an existing contact or add a new contact.
To search for a contact,
1. Enter the search string of the contact in the search field.
2. Tap Search button. The search result matching the search string is
displayed.
3. Select the contact from the search result.
To add a new contact,

1. Tap the Add Contact icon . The Add Contact form is displayed.
2. Enter the name of the Contact in the field provided.
3. Enter the email ID of the contact in the E-mail field.
4. Tap Done. The Contact name is displayed in the Add Request form.

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3. Enter the Title of the request. The title is a one liner which gives a brief summary of the
request. The title is displayed as the request title and is a mandatory field.
4. Enter the detailed Description of the request. Tap Done to go back to the Add Request form.
5. Tap Save. The Request is displayed in the Request list view along with the Contact Name
and the Due by Date.

Performing Request related operations

Viewing Request Details

The Request Details page lists the details of the request such as the Request ID, Contact Name,
Request Title, Support Rep assigned to this request, Due by Date, Status of the request and the
Request Description. You can also view the entire request properties using the Request Properties

icon .

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From the request details page, you can perform the following operations:

• Editing Request

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• Assign Request

• Replying to the contact

• Forwarding Requests to Support Reps

• Adding and Viewing Notes & Conversations

• Deleting Request

• Adding and Editing Resolution

• Adding, Viewing, Editing and Deleting Time Entry

• Closing Request

Editing Request

You can edit the request properties such as status, mode, level, priority, group, support rep, category,
sub-category, item, product, created date, created by, response dueby time, and due date.
1. In the request details page, tap the Actions icon and select Edit option from the drop down.
The Edit Properties page is displayed.
2. Edit the request properties as required.
3. Click Save.

Assigning Request

To assign support rep to a request,

1. In the request details page, tap the Actions icon to select Assign option from the drop
down. The Support reps are listed.
2. Select a support rep from the Support Rep list.
3. Tap Done.
4. A message appears stating the request is successfully assigned to the selected support rep.
Tap OK.

Replying to the contact

1. In the request details page, tap the Actions icon to select Reply option from the drop
down. The Reply page is displayed.

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2. Enter the To address of the contact.

3. If you want to send the same information to more than one person then enter the e-mail
address of those people in the CC field with comma as a separator.
4. The Subject is pre-populated. You can edit the subject if required.
5. Enter the detailed description relevant to the request in the Description field.
6. If you would like to include the previous content of the mail, tap Yes beside Include original
content field.
7. Tap Send button. An e-mail is sent to the contact.

Forwarding Requests to Support Reps

1. In the request details page, tap the Actions icon to select Forward option from the drop
down. The Forward page is displayed.
2. Enter the To address of the support rep.
3. You can also send the same information to more than one support rep by specifying the mail
address in CC field.
4. The Subject is pre-populated. You can edit the subject if required.
5. Provide a detailed description with any other associated details relevant to the request in the
Description text box.
6. If you would like to include the previous content of the mail, tap Yes beside Include original
content field.
7. Tap Send to send the mail to the concern support rep.

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Conversations and Notes

All the mail transactions between the support rep handling the request and contact, and the notes
added to the request can be viewed as Conversation and Notes in the request details page.

Viewing Conversations and Notes

Tap the Conversations and Notes icon in the request details page to view the conversation
and notes list.

Adding Notes

To add note to a request:

1. Tap the Conversations and Notes icon in the request details page.
2. Tap the Add Note button to open the Add Note page.

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3. Enter the content in the text area.

4. The note added can be made public or private.
1. Public Notes: Public notes can be viewed by the contact and support reps
2. Private Notes: Private notes can be viewed only by the Support reps.
5. If you want the notes to be visible to the contact (public), then tap Yes beside Show To
Contact field. Else tap No, if you want only the support reps to view the notes (private).
6. Tap Save button. The note is added along with a date and time stamp. The name of the
person who added the note is also displayed.
You can add any number of notes to a request. You also have options to delete the notes.

Deleting Requests

1. In the request details page, tap the Actions icon to select Delete option from the drop
down.
2. Tap Delete Request. The request is deleted from the list.

Resolution

Using Resolution option, you can enter resolution for a request, view existing resolution and edit them
if required.

NOTE:

• Resolutions can be added only as plain text.

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• Resolutions cannot be searched from Solutions module.

Adding Resolution

1. In the Request Details page, tap Resolution icon .

2. Enter the Resolution in the field provided.
3. You can also change the status of the request by tapping the Status field and selecting the
status from the Status list.
4. Tap Save.
5. A message appears stating that the resolution is saved successfully. Tap OK.

Editing Resolution

1. In the Request Details page, tap Resolution icon .

2. Tap Edit. The Edit option is available only if a resolution is added to the request.
3. Edit the resolution and tap Save.
4. A message appears stating that the resolution is saved successfully. Tap OK.

Time Entries

Using Time Entry option, you can record the total time spent on resolving a request. You can Add,
View, Edit and Delete Time Entry.

Adding Time Entry

1. In the request details page, tap Time Entry icon . The All Time Entries List view is
displayed listing all the Time Entries added for the request. If no Time Entries are added to
the request, then a No Time Entries message is displayed.

2. From this page, tap the Add Time Entry icon . The Time Entry form is displayed.

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3. Tap Support Rep and select the support rep who had resolved the request.
4. Select the Time (Date and Time) taken to execute the request using the calendar. Tap Done
once you select the date and time.
5. Enter the Time Taken to Resolve the request in Hours and Minutes.
6. The Support Rep's Cost per hour is displayed automatically if cost details are entered for
the support rep.
7. If there are any Additional Cost, then the same can be provided in the field.
8. The Total Cost in $ is automatically populated on entering the above two fields.
9. Specify the Description about the time spent details in the given text box.
10. Tap Yes to mark the time entry as Billable or No to mark the time entry as Non-billable.
11. Tap Save. The Time Entry is added in the Time Entries List view.

Viewing Time Entries

1. In the request details page, tap Time Entry icon . The Time Entries List view is
displayed listing all the Time Entries added for the request.
2. The Time Entries are displayed along with the name of the Support Rep who had resolved the
request, the Time taken to Execute the request and the cost details.
3. Select a Time Entry to view the details.
4. The Time Entry details page displays the data entered while adding the Time Entry.

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NOTE: From the Time Entry details page, you can edit and delete the Time Entry.

Editing Time Entry

1. In the Time Entry details page, tap Edit icon . The fields in the Time Entry form turn
editable.
2. You can select the Support Rep, select the Executed Time, edit the Time Taken To
Resolve the request, edit the Additional cost, Total Costs and Description of the time
entry.
3. Tap Yes to mark the time entry as Billable or No to mark the time entry as Non-billable.
4. Tap Save. The details are saved and listed in the Time Entries list view page.

Deleting Time Entry

1. In the Time Entry details page, tap Delete icon .

2. Tap Delete. The Time Entry is deleted from the Time Entries List view.

Closing Request

When the contact is completely satisfied that his/her request has been completely attended to and the
reported problem has been resolved by the support rep, then the request can be closed by the
support rep.

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NOTE:

If you have selected the mandatory fields to be filled while closing the request in
Request Closing Rules, then enter the mandatory field and close the request. Else
an error message appears and the request cannot be closed unless the field value is
entered.
To close the request:

1. In the request details page, tap the Actions icon to select Close option from the drop
down.
2. Tap Close. A message appears stating that the request is closed successfully. Tap OK.
If you have enabled the option to send survey on completion of request, a survey form is sent to the
contact via mail. Alternatively, you can also change the status field to Closed while editing the
request.

Viewing Accounts

On clicking the Accounts icon , the page redirects you to the Accounts List View page where
you can view all the accounts created in SupportCenter Plus. To view an account, tap the account
name in the list view page. You can view the account details such as annual revenue, email id,
website, phone, fax, industry, time zone, business units, address, phone and description.

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Viewing Contacts

On clicking the Contacts icon , the page redirects you to the Contacts List View page where
you can view all the contacts added in SupportCenter Plus and the contacts added while adding
request through iPhone. To view the contact info, tap the contact in the list view page. You can view
the contact details such as account, phone, mobile, email id, alternate email, job title and description.

You can also view the contact info by clicking the contact icon in the Request Details page.

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Limitations of SupportCenter Plus iPhone App

• Supports only Request module.

• Supports to view Accounts and Contacts.

• Inline edit for changing the request properties is not supported.

• Requests cannot be created through Request Template though templates are configured in
the server.

• Contacts and Support Reps without Request module access will not be able to login in the
iPhone App.

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MS-Outlook Integration with SupportCenter Plus

The SupportCenter Plus Outlook edition is productivity-enhancement software that can be used with
SupportCenter Plus system and Microsoft Outlook. The Outlook edition can be installed on users' MS
Outlook as a plugin, which can be used to synchronize the contacts, tasks and events in between
Microsoft Outlook and the SupportCenter Plus and add the contact specific e-mail as a Case to the
SupportCenter Plus customer specific cases.

• Installation Procedure

• Working with Outlook Edition

1. Installation Procedure

System Requirements

Before you install SupportCenter Plus Outlook plugin it is necessary to understand the system
requirements. The minimum hardware and software requirements for installing Outlook plugin are
described below:

• Hardware: x486 with 512 MB RAM or higher with a minimum of 10 MB disk space

• Operating System: Windows 2000/XP/2003/2007

• Software: Microsoft Outlook 2000/2002/2003/2007 and Internet Explorer 7.0 and above

Installation Prerequisites
• You must have administrator privileges on the system.

• Microsoft Outlook user details are registered with SupportCenter Plus server, i.e., you must
have valid login details to connect SupportCenter Plus server.

• Microsoft Outlook must be stopped before installing the SupportCenter Plus Outlook Plug-in.

Installing SupportCenter Plus Outlook Plug-in

Follow the steps given below to install SupportCenter Plus Outlook Plug-in
1. Run the SupportCenter_Outlook.exe.

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2. The Welcome to the Installation Wizard dialog appears, click Next button.

3. The License Agreement dialog appears, review the License Agreement and click Yes to
proceed with the installation.

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4. On accepting the license agreement, the Choose Destination Location dialog appears. By
default, the application directory is C:\ManageEngine\SupportCenter Plus Outlook Edition
directory.

5. Click Browse to change the installation directory. Choose the directory of your choice and
click Ok. Click Next to proceed. SupportCenter Plus Outlook Plug-in installation will take a
few seconds.

6. The Installation Completed dialog appears.

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7. Click Finish to complete the installation.

Uninstalling SupportCenter Plus Outlook Plug-in

To uninstall the Outlook plug-in:

1. Stop the Microsoft Outlook if it is running.
2. Select Start > Settings > Control Panel.

3. Click the Add or Remove Programs icon in the Control Panel.

4. The Add or Remove Programs dialog appears, select SupportCenter Plus Outlook Plug-in
and click Remove link. It will take a few minutes to uninstall the SupportCenter Plus Outlook
Plug-in.

2. Working with Outlook Edition

Using the SupportCenter Plus Outlook Plug-in you can perform the following operations:

• Synchronize the Microsoft Outlook contacts with SupportCenter Plus.

• Synchronize tasks and events between Microsoft Outlook and SupportCenter Plus.

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Note
1. Currently SupportCenter Plus Outlook Plug-in supports Microsoft Outlook 2000,
2002, 2003, 2007, and 2010.

2. The event details are entered under Calendar in Microsoft Outlook.

Configuring SupportCenter Plus Server

Before adding or synchronizing Microsoft Outlook E-mails and contacts to the SupportCenter Plus
system, specify the SupportCenter Plus login details in Microsoft Outlook. You can use the Outlook
edition to connect the SupportCenter Plus Ondemand service as well as packaged software.

To configure SupportCenter Plus login details:

1. Start the Microsoft Outlook.
2. Select the SupportCenter Plus drop down menu -> Login option.

3. The SupportCenter Plus Login dialog appears, specify your SupportCenter Plus login details.
4. Enter the SupportCenter Plus ID and Password to login to the SupportCenter Plus.

5. Select the Remember Me check box if you want to remember the login details.
6. Click Login Option link to add the SupportCenter Plus URL.

Synchronizing the Microsoft Outlook Contacts, Tasks, and Events with

SupportCenter Plus

Synchronization allows you to enter the customer-specific contacts, tasks, and events from Microsoft
Outlook to SupportCenter Plus and vice-a-versa and update the information in both SupportCenter
Plus and Microsoft Outlook. It also eliminates duplication and resolves conflicts if the data is not in
sync.

To synchronize contacts between Microsoft Outlook and SupportCenter Plus:

1. Select the Contacts shortcut from the Microsoft Outlook sidebar.

2. Select the required contact(s) from the Inbox.

3. Select the SupportCenter Plus drop down menu -> Sync Contacts option. It takes a few
minutes to completely read the contacts in SupportCenter Plus and Microsoft Outlook.

4. Once reading is completed, the Synchronizing Status dialog appears. The contacts added,
updated, deleted in Microsoft Outlook and Support Center Plus are displayed in the
Synchronizing Status dialog box.
5. Click View Details button to view the list of contacts.

6. Click Close, if you ensure that all the contact details are correct.

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7. Click Accept Changes to complete the synchronization or click Close to abort the
synchronization.
To synchronize tasks between Microsoft Outlook and SupportCenter Plus:
1. Select the Tasks shortcut from the Microsoft Outlook sidebar.

2. Select the required task(s) from the Inbox.

3. Select the SupportCenter Plus drop down menu -> Sync Tasks option. It takes a few
minutes to completely read the tasks in SupportCenter Plus and Microsoft Outlook.

4. Once reading is completed, the Synchronizing Status dialog appears. The tasks added,
updated, deleted in Microsoft Outlook and Support Center Plus are displayed in the
Synchronizing Status dialog box.

5. Click View Details button to view the list of tasks.

6. Click Close, if you ensure that all the task details are correct.
7. Click Accept Changes to complete the synchronization or click Close to abort the
synchronization.
To synchronize events between Microsoft Outlook and SupportCenter Plus:
1. Select the Calendar shortcut from the Microsoft Outlook sidebar.

2. Select the required calendar(s) from the Inbox.

3. Select the SupportCenter Plus drop down menu -> Sync Calendar option. It takes a few
minutes to completely read the calendars in SupportCenter Plus and Microsoft Outlook.

4. Once reading is completed, the Synchronizing Status dialog appears. The calendars added,
updated, deleted in Microsoft Outlook and Support Center Plus are displayed in the
Synchronizing Status dialog box.
5. Click View Details button to view the list of calendars.

6. Click Close, if you ensure that all the calendar details are correct.

7. Click Accept Changes to complete the synchronization or click Close to abort the
synchronization.

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Integrations

ManageEngine SupportCenter Plus supports the following integrations.

• External Action Plug-in

• JIRA Integration

• ServiceDesk Plus Integration

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External Action Plug-in

• Purpose of this Document

• About the External Action Plug-in

• Skills Required to Develop this Plug-in

• Setting Up the Plug-in

• Menu Configuration
• Implementation Class

Purpose of this Document

This document provides procedural information for developers to create a plug-in and establish
integration between SupportCenter Plus and various third party applications.

About the External Action Plug-in

A complete request workflow requires a different set of tasks that has to be performed by the Support
team. Occasionally the Support team might involve third party apps to accomplish certain tasks by
accessing the concerned apps and perform the necessary operations, which is beyond the application
limit.

To overcome the tedious processes of accessing the third party app for performing the tasks such as
issue tracker integration, active directory account creation and new mail account creation, you can
avail the External Action Plug-in option in SupportCenter Plus. The external plug-in option aids the
Support team to perform various third party related operations right from the Request page through a
click on the Request Actions menu.

Scenario:
For example, an organization uses SupportCenter Plus for their customer support and JIRA for
bug tracking. Using the external action plug-in framework they can build integration between
SCP and JIRA, through which JIRA issues can be created from SCP request actions menu.

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Skills Required to Develop this Plug-in

Knowledge on the following areas will be required to work on the plug-ins:

• Extensible Markup Language (XML)
• JavaScript Object Notation (JSON)
• Java (specifically Interface and Implementation concepts)

Setting Up the Plug-in

Every plug-in should have an implementation class and can be invoked through a menu. The menu
can be configured under SCP's Admin module.

• Menu Configuration

• Implementation Class

Menu Configuration

The menu (Action Menu) can be configured under Admin --> Helpdesk Settings --> Menu Invocation.
For more information on configuring the menu, refer "Menu Invocation". You can connect to third party
apps from this menu.

Implementation Class

The Java class should extend the DefaultActionInterface and provide the implementation through the
execute method. The required import classes are available on AdventNetHelpDesk.jar and
AdventNetServiceDeskCommon.jar found under
"[SCP_HOME]\applications\extracted\AdventNetSupportCenter.eear\AdventNetHelpDesk.ear\".

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package com.manageengine.servicedesk.actionplugin.sample;
import
com.manageengine.servicedesk.actionplugin.executor.ActionInterface
import
com.manageengine.servicedesk.actionplugin.executor.ExecutorData
public class SampleActionImplementation extends
DefaultActionInterface
{
public JSONObject execute(ExecutorData executorData) throws
Exception
{
ExecutorData data = executorData;

ActionMenuData menuData = data.getActionMenuData();

String menuName = (String) menuData.getMenuName();
JSONObject scpValuesObj = data.getDataJSON();

//You can have your implementation here

//Return type should be JSON
}
}

Execute Method:

The implementation will be defined on the execute method with the parameter ExecutorData Object.

• Method: Execute (ExecutorData)

• Returns: JSONObject

Executor Data - The ExecutorData object is a parameter to the Execute method. From this we can get
the information of the menu that has been invoked using the getActionMenuData() method. This
returns an ActionMenuData object.
1. ActionMenuData – This is the information about the menu from which the action is invoked.

• Method: getActionMenuData()

• Returns: ActionMenuData

Below are the methods available to extract values and their respective data types.

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Parameter Return Value

getMenuName String

Returns the name of the action

menu that is invoked.

getDisplayText String

Returns the display name of

the menu that is invoked.

getExecutorClass String

Returns the name of the Java

execution class specified for
this menu.

getAllowedRoles ArrayList

Returns the list of roles that are

allowed to use this menu.

getAllowedTemplates ArrayList

Returns the list of templates in

which this menu will be
available.

2. JSON Data – The details of the request from which the menu has been triggered can be
obtained by invoking the getDataJSON method in ExecutorData. This will return the details as
a JSON object.

• Method: getDataJSON()

• Returns: JSONObject

A sample data would look like below,

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1. {
"product":"Printer",
"item":"test",
"level":"Tier 2",
"phone":"23456787",
"userTimeFormat":"MMM d, yyyy hh:mm a",
"contract":"Acme Contract",
"jobTitle":"Acme",
"productID":"001",
"supportRep":"Adam Smith",
"respondedTime":"0hrs 0min",
"dueByTime":"Jun 20, 2013 04:09 PM",
"requestID":"007",
"statusID":"Open",
"subAccountID":"221",
"isFirstResponseOverDue":"false",
"accountID":"123",
"productType":"Hardware",
"businessUnit":"General",
"mobileNo":"9999999999",
"Region":"US",
"subAccount":"Acme",
"Customer Type":"Reseller",
"isOverDue":"false",
"subCategory":"test",
"priority":"high",
"timeSpentOnRequest":" ",
"group":"Defective Item Group",
"completedTime":" ",
"firstResponseDueByTime":" ",
"account":" ",
"updatedTime":"Jun 20, 2013 03:57 PM",
"category":"Defective Item Issue",
"mode":"Phone Call",
"createdBy":"administrator",
"supportPlan":" ",
"supportPlanType":" ",
"status":"Open",
"contactEmail":" ",
"contractNumber":" ",
"createdTime":"Jun 20, 2013 03:09 PM",
"contact":"Guest",
"contactID":"2",

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"License Status":"Customer",
"hasAttachments":"false",
"description":"Printer is not working",
"secondEmail":" ",
"supportRepCostPerHour":"0.0",
"subject":"Printer Problem"

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For compilation, use AdventNetHelpDesk.jar, AdventNetServiceDeskCommon.jar in the class path

that are found under "[SCP_HOME]\applications\extracted\AdventNet
SupportCenter.eear\AdventNetHelpDesk.ear\" and json.jar found under
"[SCP_HOME]\server\default\lib\".

Note
Values from the JSON can be extracted through available Java library and pushed into
another application to perform desired operations.

Return From Execute Method:

The execute method should return a JSONObject and it can contain success/failure message which
will be added in the history and displayed on a pop up in SCP. A sample return JSONObject with
message and result would look like,

{
"message":"Request Added Successfully",
"result":"success"
}

• Message: The success or failure message that has to be displayed in Request Details page.
• Result: The status (success or failure) of the integration.

Below are the default operations that can be performed in SupportCenter Plus with the JSON
returned from the execute method.

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a. Adding Notes to a Request

{
1. "message":"Request Added Successfully",
"result":"success",
"operation":[
{
"INPUT_DATA": [
{
"notes": {
"notesText":"Sample Text"
}
}
],
"OPERATIONNAME":"ADD_NOTE"
}
]
}

b. Updating a Request

{
1. "message":"Request Added Successfully",
"result":"success",
"operation":[
{
"INPUT_DATA": [
{
"Custom Field1":"35",
"Custom Field2":"AAA-3",
"Custom Field3":"XXX"
}
],
"OPERATIONNAME":"EDIT_REQUEST"
}
]
}

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c. Adding Note and Updating a Request

{
1. "message":"Request Added Successfully",
"result":"success",
"operation":[
{
"INPUT_DATA": [
{
"notes": {
"notesText":"Sample Text"
}
}
],
"OPERATIONNAME":"ADD_NOTE"
},
{
1. "INPUT_DATA": [
{
"Custom Field1":"35",
"Custom Field2":"AAA-3",
"Custom Field3":"XXX"
}
],
"OPERATIONNAME":"EDIT_REQUEST"
}
]
}

Note You can update default fields and the additional fields of the request with the values
returned from another application either via the default return of the execute method
(See, Execute Method) or using the API methods available in SupportCenter Plus.
(See, API Documentation)

If you would like to perform other operations like adding timeentry, adding resolution, etc., then you
can do it using REST API directly in your code.

Upon invoking the action from the Actions menu, an entry will be added to the history details say,
"Menu invoked is (integration name)" then your implementation class will be called. The reply received
from your application will be updated over again in the history and a message will be shown in a pop
up. If the menu configuration has 'refresh' parameter set to "true" then the request details page will be
reloaded.

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JIRA Integration

Organizations that use JIRA for bug tracking can setup this integration to create JIRA issues from
SupportCenter Plus (SCP).

This integration supports following operations,

1. Create JIRA issue from a SCP Request.
2. Update SCP fields with the current values of JIRA issue.

• Setting Up SupportCenter Plus for JIRA

• Setting Up Request Actions Menu Configuration

• Setting Up Jira.xml Configuration

• Create JIRA issue from SCP Request

• Update SCP fields with current JIRA values

Setting Up SupportCenter Plus for JIRA

Step 1: Copy configuration files

1. Copy the 'jiraimpl.jar' file from "[SCP_Home]/actionplugins/jira/lib" directory to
"[SCP_Home]/server/default/lib" directory.
2. Copy the Jira.xml file present in the "[SCP_Home]/actionplugins/jira/conf" directory to
"[SCP_Home]/server/default/conf" directory.

Step 2: Configure Request Actions Menu and JIRA.xml

1. The action menu that have to invoked to create JIRA ticket from the SCP request can be
configured under Admin --> Helpdesk Settings --> Menu Invocation.
2. JIRA specific parameters and field mappings will be configured in the Jira.xml file.
NOTE: The actual implementation class file (JiraActionImplementation.java) is available under the
[SCP_Home]\actionplugins\jira\src\com\scp\jira directory. You can modify the file as per your
requirement, compile it and update the jiraimpl.jar file (update the jar file in
[SCP_Home]\server\default\lib directory). Finally restart the server.

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Setting Up Request Actions Menu Configuration

The Actions menu that has to be displayed in the Request Details page can be configured under
Admin --> Helpdesk Settings --> Menu Invocation. [Refer "Menu Invocation" for more information.]
After configuring the Actions menu under Admin module, open a request in SCP, you will have the

Actions menu as shown below. By clicking on the Actions menu option, you can create an
issue in JIRA.

NOTE: While creating Action menu for JIRA Integration (under Menu Invocation page), the 'Menu
Name' specified should match the name of the menu (<menu name="JiraIntegration">) specified
under JIRA.xml file and the 'Executor Class' should be specified as
"com.scp.jira.JiraActionImplementation".

Setting Up Jira.xml Configuration

1. Open the Jira.xml file copied under "[SCP_Home]/server/default/conf" directory.
2. Specify the URL, username and password of the JIRA instance on which you would like to
create the issue.

>
<url>http://[Jira_server]:[Port_Number]/rest/api/2/issue/</url>
<!-- Specify the URL of JIRA instance-->

<!-- Example, <url>http://atlassian-

adam:8080/rest/api/2/issue/</url> -->

<username>[Jira_Username]</username> <!-- Specify the username

of JIRA instance-->

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<!-- Example, <username>administrator</username> -->

<password>[Jira_Password]</password><!-- Specify the password

of JIRA instance-->

<!-- Example, <password>administrator</password> -->

3. Project, IssueType, Summary are mandatory fields when creating a JIRA issue. You can
configure the values as shown below,

• Project Key – A unique identifier of the specific project. (e.g. SCP) This should be
mentioned in <value></value>.

• Issue type – The type of issue. (e.g. Bug) This should be mentioned in
<value></value>.

• Summary – A brief description of the issue. You can map this field with the “Subject”
field of SCP. This should be mentioned in <value></value> parameter prefixed with $
symbol.

<!-- Mandatory Fields -->

<param>
<name>project</name> <!-- JIRA
field -->
<type>projectpicker</type> <!--
Specify the JIRA field type -->
<value>SCP</value> <!-- Specify the
JIRA project key -->
</param>
<param>
<name>Issuetype</name><!-- JIRA
field-->
<type>select</type> <!-- Specify
the JIRA field type -->
<value>Bug</value> <!-- Specify the
JIRA issuetype -->
<!-- Dynamic parameters can be
specified by a $ prefix. In this
case, the value for the variable
will be taken from SCP and passed.
-->

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</param>
<param>
<name>summary</name> <!-- JIRA
field-->
<type>textfield</type>
<value>$subject</value> <!-- SCP
field-->
</param>
<!-- Mandatory Fields -->

4. JIRA additional fields can be configured by specifying the custom field ID created for the
custom fields by JIRA. The custom fields ID can be found by examining the source code. The
custom field ID are prefixed by 'customfield_' followed by their ID. For example,
'customfield_10002'.

TIP: To find the custom field ID in JIRA, open "Create Issue" page, right click on the page,
select 'View page source', search for the additional field and find the custom field ID beside it.

<!-- For Jira Additional Fields we need

to provide which type Field it is Starts-
->
<param>
<name>customfield_10002</name> <!--
URL Field --> <!-- specify the
system defined custom field id -->
<type>url</type> <!-- JIRA Field
type-->
<value>$Company Website</value> <!-
- SCP Field prefixed with $ symbol
-->
</param>
<!-- For Jira Additional Fields we need
to provide which type Field it is Ends-->
</request>

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1. The field type can be specified in type parameter <type></type>. This

determines the type of the field.

2. If any of the JIRA fields mapped with SCP field is incorrect or is not available in
JIRA then an error message will be shown up in SCP when the action menu is
invoked.
Note
3. When update JIRA "SELECT" type values, ensure the value chosen at SCP
request is available on the JIRA field value list.

4. The JIRA field types supported by default in this integration are ProjectPicker,
TextArea, TextField, DatePicker, Select, GroupPicker, Float, URL, UserPicker,
MultiSelect, MultiGroupPicker, MultiUserPicker, MultiVersion, RadioButtons and
Labels.

5. While sending multiple values, separate them with comma.

5. Custom messages can be set upon success or failure invocation. These messages will be
shown up in SupportCenter Plus interface when the action menu is invoked.

<success>Ticket created in Jira with Jira id :

$id</success>
<failure>Request creation failed in Jira</failure>

6. Handling response from JIRA: JIRA returns the response in JSON format. Below is the
sample response:

{
"id":"35",
"key":"SCP-3",
"self":"http://jira-
server/rest/api/2/issue/35"
}

• To update SCP with the JIRA response, create additional fields (For example,
JIRA_ISSUE_URL, JIRA_ISSUE_ID and JIRA_ISSUE_KEY) in SCP under Admin --
> Helpdesk Settings --> Request --> Additional Fields (See, Request - Additional
Fields.) and include it in the Request template. And map the fields with the JSON
object returned from JIRA as shown in the below table.

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• The response returned from JIRA can also to added as a note in SCP.

NOTE: If you are creating the additional fields in SCP with a different name, then the
same name should be reflected in this xml.

<response>
<param>
<!-- name indicates the SCP field
that should be updated with the
response returned from JIRA
(JSONObject) -->
<name>JIRA_ISSUE_ID</name> <!--
Specify the additional field
created in SCP -->
<!-- value indicates the attribute
in the return JSON object received
from JIRA -->
<value>$id</value> <!-- Specify the
JSON object returned from JIRA
prefixed with $ symbol -->
</param>
<param>
<name>JIRA_ISSUE_KEY</name> <!--
Specify the additional field
created in SCP -->
<value>$key</value><!-- Specify the
JSON object returned from JIRA
prefixed with $ symbol -->
</param>
<param>
<name>JIRA_ISSUE_URL</name> <!--
Specify the additional field
created in SCP -->
<value>$self</value> <!-- Specify
the JSON object returned from JIRA
prefixed with $ symbol -->
</param>
<!-- If any note needs to be added
at the end of the operation, then
it needs to be specified here.
$message will take the value from
the JSONObject returned by JIRA.
Hardcoded messages can also be

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given. -->
<notes>
<note>Ticket is created in jira with key
: $key And with Id: $id</note>
</notes>
</response>

7. Save Jira.xml file.

NOTE: Server restart is not required after editing and saving the Jira.xml file.

Create JIRA issue from SCP Request

Once the Request Action menu is configured, you will find the Actions menu in the Request Details
page. Click the Actions menu to invoke issue creation in JIRA.

A success message appears, stating that the issue is created in JIRA with the issue key and issue ID.
The issue key, issue ID and issue url are updated in the JIRA_ISSUE_KEY, JIRA_ISSUE_ID and
JIRA_ISSUE_URL additional fields respectively.

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Update SCP fields with current JIRA values

To update the existing SCP request with the current values on the JIRA issue, you need to configure
JiraUpdateStatus in Jira.xml and you can invoke the Actions menu from SCP to get a response from
JIRA.

NOTE: While creating Action menu for Update JIRA information (under Menu Invocation page), the
'Menu Name' specified should match the name of the menu (<menu name="JiraUpdateStatus">)
specified under JIRA.xml file and the 'Executor Class' should be specified as
"com.scp.jira.JiraActionImplementation".

Step 1: Configure JiraUpdateStatus

1. Open the Jira.xml file copied under "[SCP_Home]/server/default/conf" directory.

<menu name="JiraUpdateStatus">
<request>
<!-- Specifies the URL of JIRA instance -->
<url>http://[Jira_server]:[Port_Number]/rest/api/2/issue/$JIRA_ISSUE_ID</url>
<!-- Specifies the Username and password for jira instance-->
<username>[Jira_Username]</username>
<password>[Jira_Password]</password>
<request>

<success>Jira Results Fetched Successfully</success>

<failure>Failed to Fetch Jira Results</failure>

<response>
<param>
<name>JIRA_ISSUE_ID</name> <!-- Specify the SCP field.-->
<value>$id</value><!-- JIRA field-->
</param>
<param>
<name>update_URL</name> <!-- Specify the SCP field.-->
<value>$self</value><!-- JIRA field-->
</param>
<param>
<name>JIRA_ISSUE_TYPE</name> <!-- Specify the SCP field.-->
<value>$fields,$issuetype,$name</value><!-- JIRA field-->
</param>
<param>
<name>JIRA_ISSUE_STATUS</name> <!-- Specify the SCP field.-->
<value>$fields,$status,$name</value><!-- JIRA field-->
</param>
<param>

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<name>JIRA_ISSUE_RESOLUTION</name> <!-- Specify the SCP field.-->

<value>$fields,$resolution,$description</value><!-- JIRA field-->
</param>
</response>
</menu>

2. Specify the URL, username and password of JIRA instance under the "<menu
name="JiraUpdateStatus">" section of the xml.
3. Configure the success and failure message that will be shown up in SupportCenter Plus
interface when the actions menu (e.g. Update JIRA information) is invoked.

4. Specify the SCP field names in the name parameter in which you would like to update the
values of the JSON response from JIRA.

5. Specify the field names returned from JSON response in the value parameter. The JSON
response can be viewed using the URL updated earlier on the 'JIRA_ISSUE_URL' field of any
of the SCP request (For example, JIRA_ISSUE_URL : http://atlassian-
adam:8080/rest/api/2/issue/15007). Upon invoking the URL on the browser, you will get the
JSON response with the request details. These details will be shown up in raw format in the
browser, however the response can be copied to any online JSON parsers to see the proper
JSON structure.

A sample response would be like below:

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For example, if you would like to update the status field of JIRA in SCP, then you need to
specify the status field in the correct hierarchy as mentioned in the JSON response (refer
above image). The values should be separated with a comma and each value should be
prefixed with a $ symbol (<value>$fields,$status,$name</value>).
6. Save Jira.xml file.

Step 2 : Update SCP Request

Once the JiraUpdateStatus is configured, click the Actions menu in the Request Details page to
update JIRA values in SCP fields.

A success message appears, stating that the JIRA results fetched successfully. The corresponding
fields of SCP will be updated with the values of JIRA issue.

NOTE: Currently, the request operations such as adding notes and updating requests are supported
in JIRA integration.

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ServiceDesk Plus Integration

ManageEngine SupportCenter Plus integrates with ManageEngine ServiceDesk Plus, a web-based

Help Desk and Asset Management software. If ServiceDesk Plus is installed in your network, you can
automatically log trouble tickets from SupportCenter Plus.

Follow the steps given below to configure SDP Integration.

Step 1: Copy configuration files

1. Copy the 'sdpimpl.jar' file from "[SCP_Home]/actionplugins/sdp/lib" directory to
"[SCP_Home]/server/default/lib" directory.
2. Copy the SDP.xml present in the "[SCP_Home]/actionplugins/sdp/conf" directory to
"[SCP_Home]/server/default/conf" directory.

Step 2: Configure Request Action Menu and SDP.xml

1. The menu options that have to be displayed in SCP request can be configured
under can be configured under Admin --> Helpdesk Settings --> Menu
Invocation.
2. SDP specific parameters and field mappings will be configured in the SDP.xml file.
NOTE: The actual implementation class file (SDPActionImplementation.java) is available under the
[SCP_Home]\actionplugins\sdp\src\com\scp\sdp directory. You can modify the file as per your
requirement, compile it and update the sdpimpl.jar file (update the jar file in
[SCP_Home]\server\default\lib directory). Finally restart the server.

Setting Up Request Action Menu Configuration

The Actions menu that has to be displayed in the Request Details page can be configured under
Admin --> Helpdesk Settings --> Menu Invocation. [Refer "Menu Invocation" for more information.]

After configuring the Actions menu, open a request in SCP, you will have the Actions menu
as shown below. By clicking on the Actions menu option, you can create tickets in SDP.

NOTE: While creating Action menu for SDP Integration (under Menu Invocation page), the 'Menu
Name' specified should match the name of the menu (<menu name="SDPIntegration">) specified
under SDP.xml file and the 'Executor Class' should be specified as
"com.scp.sdp.SDPActionImplementation".

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Setting Up SDP.xml Configuration

1. Open the SDP.xml file copied under "[SCP_Home]/server/default/conf" directory.

2. Specify the URL of the SDP instance on which you would like to create the ticket.

<url>http://[SDP_server]:[Port_Number]/sdpapi/request/</url>
<!-- Specify the URL of SDP instance-->

<!-- Example, <url>http://mark-

0462:8080/sdpapi/request/</url> -->

<apikey>[SDP_APIKEY]</apikey> <!-- Specify the api key of

SDP-->

<!-- Example, <apikey>532DC9A3-C298-438B-8123-

65CAD192E54A</apikey> -->

3. Map the SCP fields with SDP fields. The SDP field should be mentioned in <name></name>
parameter. The SCP field should be mentioned in <value></value> parameter prefixed with $
symbol.

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<param>
<name>requester</name> <!-- SDP
field-->
<value>$contact</value> <!-- SCP
field-->
</param>
<param>
<name>subject</name><!-- SDP field-
->
<value>$subject</value> <!-- SCP
field-->
<!-- Dynamic parameters can be
specified by a $ prefix. In this
case, the value for the variable
will be taken from SCP and passed.
-->

</param>
<param>
<name>description</name> <!-- SDP
field-->
<value>$description</value> <!--
SCP field-->
</param>
<param>
<name>priority</name> <!-- SDP
field-->
<value>$priority</value> <!-- SCP
field-->
</param>

1. If any of the SDP fields mapped with SCP field is incorrect or is not available in
Note
SDP then an error message will be shown up in SCP when the Action menu is
invoked.
2. While sending multiple values, separate them with comma.

4. Custom messages can be set upon success or failure invocation. These messages will be
shown up in SupportCenter Plus interface when the Action menu is invoked.

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<success>Ticket is created in SDP with Id :

$workorderid</success>
<failure>Failed to integrate to SDP</failure>

5. Handling response from SDP: SDP returns the response to SCP in XML format. Below is
the sample response from SDP in XML format:

<?xml version="1.0" encoding="UTF-8"?>

<API version="1.0">
<response>
<operation name="ADD_REQUEST">
<result>
<statuscode>200</statuscode>
<status>Success</status>
<message>Request added
successfully</message>
</result>
<Details>
<workoderid>397760</workorderid>
</Details>
<Details>
<parameter>
<name>workorderid</name>
<value>397760</value>
</parameter>
</Details>
</operation>
</response>
</API>

SCP internally constructs the JSON object with the response returned from SDP in
XML format. A sample JSON object constructed by SCP is shown below.

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• To update SCP with the above JSON object, create additional field
(For example, SDP_ID) in SCP under Admin --> Helpdesk Settings
--> Request --> Additional Fields (See, Request - Additional
Fields.) and include it in the Request template. And map the field with
the JSON object as shown in the below table.

• The response details can also to added as a note in SCP.

NOTE: If you are creating additional fields in SCP with a different

name, then the same name should be reflected in this xml.

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<response>
<param>
<!-- name indicates the SCP field
that should be updated with the
response returned from SDP -->
<name>SDP_ID</name> <!-- Specify
the additional field created in SCP
-->
<!-- value indicates the attribute
in the return xml format received
from SDP -->
<value>$workorderid</value> <!--
Specify the JSON object prefixed
with $ symbol -->
</param>

<!-- If any note needs to be added

at the end of the operation, then
it needs to be specified here. -->
<notes>
<note>Ticket is created in SDP with Id:
$workorderid</note>
</notes>
</response>

6. Save SDP.xml file.

NOTE: Server restart is not required after editing and saving the SDP.xml file.

Create SDP ticket from SCP Request

Once the Request Actions Menu is configured under Admin module --> Helpdesk Settings --> Menu
Invocation, you will find the Actions menu in the Request Details page. Click the Actions menu to
invoke ticket creation in SDP.

A success message appears, stating that the ticket is created in SDP with workorder ID. The
workoder ID is updated in the SDP_ID additional field.

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API

• Purpose of this Document

• REST API

• Supported Operations

Purpose of this Document

The purpose of this guide is to help developers understand the functionality of API in SupportCenter
Plus. It also lists the operations that can be performed, the attributes, and the input and output sample
formats of each operation. With this guide, developers can successfully establish an integration
between SupportCenter Plus and various other applications and web services.

REST API

SupportCenter Plus API follows the REST pattern to integration and facilitate sharing of data with
applications. The REST API conforms to the REST operations of GET, PUT and POST over HTTP
POST or GET method. The resultant output formats is either in json or xml.

The integration is established with the help of an API application which performs as a communicator
between the two applications. The API application is provided with certain roles and an API key for
authentication mechanisms. The operations to be performed are based on the parameter 'operation'
and is sent to a url via HTTP POST or GET method.
The url format is as shown below,

http://<servername>:<port number>/api/<output
format>/<operation+module>?apikey=<apikey>&<params>

Supported Operations

The operations that can be performed through API are,

• Request Related Operations
adding request details, viewing existing request details, closing requests, viewing time entry
details and view request description details.
• Account/Contacts Related Operations

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adding account details, adding contact details, viewing existing account details, viewing
existing contact details and view product details.
• Solution Related Operations
adding solution, viewing solution details, updating solution, approving solution, rejecting
solution, adding attachment to solution and deleting solution.
• Contract Related Operations
adding contract details, viewing existing contract details, update contract details and renew
contract details.

Note
To get started with the integration, developers should first assign a role to the API
application and generate an API Key. Click here to view the details on accessing
SupportCenter Plus API.

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API Settings in SupportCenter Plus

Before getting started with the API integration, the Support Reps need to be provided with login
permission in order to generate the API Key. The API Key is essential while integrating SupportCenter
Plus with other applications and web services.

To access the API configuration wizard in SupportCenter Plus,

1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click API icon under Integration & Add-ons block.

If you have enabled multi tenancy through Business Unit, click Global Settings tab - > API
under Integration & Add-ons block. The list view displays the API keys generated in
SupportCenter Plus.

The API Key generated for the support rep are listed in this page along with the Support Rep name.
From this page, you can email the API Key, regenerate, and delete the API key.

Generating the API Key

The API Key can be generated by the administrator after enabling login permission and assigning role
for the Support Rep under Admin --> User and Related Settings --> Support Reps. To know how to
generate API Key, click here.

Emailing the API Key

Once the API Key is generated, it can be sent to the concern developer though email. You can send
the API Key using the Email API Key link available beside the key.

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Specify the Email ID in the text field as shown above. Click Send API Key button. The API Key is
sent as an e-mail to the specified email address. Click Cancel if you do not want to send the API Key.

Regenerating the API Key

To regenerate the API key from the list view,

1. Click More Actions drop down beside the API Key -> select Regenerate API Key option. A
confirmation message to regenerating the API Key appears.
2. Click OK to proceed. The regenerated API Key is displayed along with a success message.

3. Specify the Email ID of the user to whom the key should be sent. Click Send API Key button.
The key is generated and sent to the concern user.

Deleting the API Key

1. Click More Actions drop down beside the API Application to delete.

2. Select Delete API Key option. A message confirming the delete operation appears.

3. Click OK to proceed. The API Application is deleted from the list view.

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General Operations

While invoking the general operations through API, the operation defined are based on the parameter
value, and the developer needs to submit a request to the url via HTTP POST or GET method.

NOTE: Before proceeding with the general operations and its corresponding parameters, please note
that the parameters are case sensitive and should be used as defined.

The following operations can be performed on a request through API,

• Logging On to the Application

• View Business Unit List

• Change Business Unit

• View Recent Items

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Logging On to the Application

Through this operation, you can log on to the application.

URL Format

The URL format to log on to the Application.

For xml output

http://<server-name>:<port-number>/api/xml/AUTH

For json output

http://<server-name>:<port-number>/api/json/AUTH

Parameters

The parameters that needs to be passed via HTTP method for updating a request are as follows,

Parameter Value Description

usesname string Login name

password string Password to authenticate the application.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST or GET method.

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• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/AUTH"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/AUTH"

status=Failure

statuscode=5003

statusmessage=Username and/or password provided is wrong.

Sample Input Form

Sample form for the operation 'AUTH' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/AUTH">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="username" value="[Login name]">
<input type="text" name="password" value="[Password]">
<input type="submit" name="submit" value="submit">
</form>

View Business Unit List

This operation displays all the business units to which the support rep belong.

URL Format

The URL format for the Request operation - View Business Unit List

For xml output

http://<server-name>:<port-number>/api/xml/getBUINFO

For json output

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http://<server-name>:<port-number>/api/json/getBUINFO

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

apikey
string SupportCenter API Key.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/getBUINFO"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getBUINFO"

status=Failure

statuscode=5000

statusmessage=Invalid api key.

Sample Input Form

Sample form for the operation 'getRecentItems' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getBUINFO">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="submit" name="submit" value="submit">
</form>

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Change Business Unit

Through this operation, you can change the business unit of a user.

URL Format

The URL format for the Request operation - View Business Unit List

For xml output

http://<server-name>:<port-number>/api/xml/changeBusinessUnit

For json output

http://<server-name>:<port-number>/api/json/changeBusinessUnit

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

businessUnit
string Business Unit

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/changeBusinessUnit"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/changeBusinessUnit"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'changeBusinessUnit' is given below,

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<form method="POST" action="http(s)://<server-name>:<port-

number>/api/xml/changeBusinessUnit">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>

View Recent Items

This operation displays the recent items viewed by the user from a business unit.

URL Format

The URL format for the Request operation - View Recent Items

For xml output

http://<server-name>:<port-number>/api/xml/getRecentItems

For json output

http://<server-name>:<port-number>/api/json/getRecentItems

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

businessUnit
string Business Unit

NOTE: Please note that the recent request related items can only be viewed using this operation.

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Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRecentItems"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getRecentItems"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getRecentItems' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRecentItems">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>

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Request Related Operations

While invoking the request related operations through API, the operation defined are based on the
parameter value, and the developer needs to submit a request to the url via HTTP POST or GET
method.

NOTE: Before proceeding with the request related operations and its corresponding parameters,
please note that the parameters are case sensitive and should be used as defined.

The following operations can be performed on a request through API,

• Add Request

• View/Read Request

• View/Read Request Description

• View Request Filters

• View Request based on Filters

• Update Request

• Assign Request

• Add Note

• View/Read Notes

• Update Note

• Delete Note

• Add Attachment

• Add Resolution

• View Resolution

• Update Resolution

• Add/Update Resolution and Change the status of a request

• Add Time Entry

• View/Read Time Entry

• Update Time Entry

• Delete Time Entry

• Close Request

• Delete Request

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• View Conversation details of a Request

• View full details of Request Conversation

• Reply/Forward Requests

• View Recent Activities on a Request

• View Reply Properties

• View My Request Summary from a Business Unit

• View Request Summary of a Business Unit

• View list of Request Fields from a Business Unit

Add Request

Through this operation, you can add requests.

URL Format

The URL format for the Request operation - Add

For xml output

http://<server-name>:<port-number>/api/xml/addRequest

For json output

http://<server-name>:<port-number>/api/json/addRequest

Parameters

The parameters that needs to be passed via HTTP method for adding a new request are as follows,

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Parameter Value Description

email
string Email address of the contact.

product string Product for which the request is raised.

status string Status of the new request. Generally, the

status is Open.

level string Denotes the complexity of the new

request.

priority string Denotes the priority (importance) of the

request.

category string Denotes the category of the request.

subCategory string Denotes the subcategory of the request.

item string Denotes the item of the request.

group string Group to which the request was assigned.

supportRep string Support Rep assigned to the request.

subject string Subject of the new request.

description string Description of the new request.

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businessUnit string Business Unit

UDF Alias Name string Name of the UDF field (additional field)
specified while creating the field under
Admin --> Request - Additional fields.

fileContent string Pass the File Input Stream of the file

fileName string Name of the file to be attached.

NOTE:
1. Please note that the Email and Subject are mandatory fields to be entered while raising a
new request. If multi tenancy is enabled through Business Units and if the application has
more than one Business Unit configured, then Business Unit becomes a mandatory field.
2. For Numeric additional fields, if a non numeric value is provided, then the application will not
throw any exception from the server side. Instead, the field will be ignored while adding the
request.
3. Time format can be specified for all Date additional fields. The default time-format will be "dd
MM yyyy, HH:mm:ss".
4. The attachment file size should not exceed the total file size mentioned under the Settings
page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following
error message: "Error while adding attachment. You can't attach files of size more than 10
MB."

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

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statuscode=200

Sample Response

response uri="api/xml/addRequest"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addRequest"

status=Failure

statuscode=4000

statusmessage=No contact with the specified email exists.

Sample Input Form

Sample form for the operation 'addRequest' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addRequest">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="email" value="[Email ID of contact]">

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<input type="text" name="subject" value="[Subject of the request]">

<input type="submit" name="submit" value="submit">
</form>

You can also add attachments while creating request. For more information, refer "Adding
Attachments through API".

View/Read Request

URL Format

The URL format for the Request operation - View/Read

For xml output

http://<server-name>:<port-number>/api/xml/getRequest

For json output

http://<server-name>:<port-number>/api/json/getRequest

Parameters

The parameters that needs to be passed via HTTP method for viewing a request are as follows,

Parameter Value Description

id string Request ID of the request.

search string View requests based on keyword

search.

email string Email address of the contact.

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account
string Account name of the contact.

product string Product for which the request is raised.

productType string Product Type of the product.

status string Status of the request. Can be Open,

Closed, Onhold or any other configured
status.

level string Denotes the complexity of the request.

priority string Denotes the priority (importance) of the

request.

mode string Mode through which the request was

raised.

group string Group to which the request was

assigned.

supportRep string Support Rep assigned to the request.

subject string Subject of the request.

businessUnit string Business Unit

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createdDuring today, yesterday, Created date and time of the request.

this_week, last_week,
this_month, last_month

dueByDuring today, yesterday, Due by date and time of the request.

this_week, last_week,
this_month, last_month

completedDuring today, yesterday, Completed date and time of the request.

this_week, last_week,
this_month, last_month

count Denotes the number of requests to be

displayed.
Denotes the number from which the
countFrom request should be displayed.

NOTE:
1. Please note that while performing the 'getRequest' operation, either the Request ID, Email of
the contact or name of the Account should be specified. In addition, you can also conduct a
search using keywords.
2. Maximum of 100 requests can be viewed in the list. If the count is not specified, only 10
requests can be viewed in the list.
3. During ‘getRequest’ operation, all the requests will be retrieved in descending order, with the
latest updated request displayed first.

4. Please note that the date and time fields can be get in the user defined time format. When the
support rep executes the 'getRequest' operation, the API key used will check for the date and
time format set by the support rep and retrieves the data in the same (user defined) format.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

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• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRequest"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getRequest"

status=Failure

statuscode=5003

statusmessage=No support rep with specified name exists.

Sample Input Form

Sample form for the operation 'getRequest' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequest">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="email" value="[Email ID of contact]">
<input type="text" name="status" value="[Status of the request]">
<input type="submit" name="submit" value="submit">
</form>

Say, the email ID specified is [email protected] and the status as Open. So all the requests by the
contact "Jake" with the status as 'Open" is displayed as the output in xml or json.

View/Read Request Description

This operation displays the Request Description alone, by specifying the request ID or by conducting
a search using keywords.

URL Format

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The URL format for the Request operation - View/Read Request Description

For xml output

http://<server-name>:<port-number>/api/xml/getRequestDescription

For json output

http://<server-name>:<port-number>/api/json/getRequestDescription

Parameters

Either of the following parameters should be passed via HTTP method.

Parameter Value Description

id
string Request ID of the request to be viewed.

htmlDescription True/False Displays output as html or plain text

format. If True, the output is displayed as
html format. If False, the output is
displayed as a plain text.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addRequestDescription"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addRequestDescription"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'addRequestDescription' is given below,

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<form method="POST" action="http(s)://<server-name>:<port-

number>/api/xml/addRequestDescription">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to view/read the description]">
<input type="submit" name="submit" value="submit">
</form>

View Request Filters

This operation displays the list of request filters (default and custom filters) available for a user.

URL Format

The URL format for the Request operation - View Request Filters

For xml output

http://<server-name>:<port-number>/api/xml/getRequestFilters

For json output

http://<server-name>:<port-number>/api/json/getRequestFilters

Parameters

Either of the following parameters should be passed via HTTP method.

Parameter Value Description

businessUnit
string Business Unit

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

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• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRequestFilters"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getRequestFilters"

status=Failure

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statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getRequestFilters' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestFilters">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>

View Request based on Filters

Through this operation, you can view all the requests based on the selected filter.

URL Format

The URL format for the Request operation - View Request based on Filters

For xml output

http://<server-name>:<port-number>/api/xml/getRequestsByView

For json output

http://<server-name>:<port-number>/api/json/getRequestsByView

Parameters

The following parameters need to be passed via HTTP method.

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Parameter Value Description

viewName string Name of the Filter.

businessUnit string Business Unit

count string Denotes the number of requests to be

displayed.

countFrom string Denotes the number from which the request

should be displayed.

selectColumns string Select fields to be displayed as output.

search string View requests based on keyword search. For

example, if you want to search for a Request
ID, give the input as <input type="text"
name="search" value="[Request ID:1234]">

NOTE:
1. Please note that the View Name and Business Units are mandatory fields to
be entered.
2. For selectColumns fields, you can choose the fields as <input type="text"
name="selectColumns"
value="Request(contact,status,subject,dueByTime,createdTime)">
3. Maximum of 100 requests can be viewed in the list. If the count is not
specified, only 10 requests can be viewed in the list.
4. If selectColumns parameter is null, then the following columns such as
subject, contact, account, status, priority, supportRep, createdTime,
updatedTime, dueByTime, and isOverDue will be taken as default and
displayed in the output.

Output Response Format

The output response format for both xml and json consists of three parameters:

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• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRequestsByView"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getRequestsByView"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getRequestsByView' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestsByView">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="text" name="viewName" value="[Name of the Filter.]">
<input type="submit" name="submit" value="submit">
</form>

Update Request

URL Format

The URL format for the Request operation - Update Request

For xml output

http://<server-name>:<port-number>/api/xml/updateRequest

For json output

http://<server-name>:<port-number>/api/json/updateRequest

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Parameters

The parameters that needs to be passed via HTTP method for updating a request are as follows,

Parameter Value Description

status string Status of the request. Can be Open,

Closed, Onhold or any other configured
status.

group string Group to which the request was

assigned.

mode string Mode through which the request was

raised.

level
string Denotes the complexity of the request.

product string Product for which the request is raised.

priority string Denotes the priority (importance) of the

request.

category string Denotes the category of the request.

subCategory string Denotes the subcategory of the request.

item string Denotes the item of the request.

supportRep string Support Rep assigned to the request.

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createdDate string Created date of the request.

dueByDate string Due by date of the request.

FRdueByDate string First response due by date of the

request.

UDF Alias Name string/numeric Name of the UDF field (additional field)
specified while creating the field under
Admin --> Request - Additional fields.

subject string Subject of the request.

description string Description of the request.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/updateRequest"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/updateRequest"

status=Failure

statuscode=5003

statusmessage=Permission denied.

Sample Input Form

Sample form for the operation 'updateRequest' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateRequest">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="status" value="[Status of the request]">

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<input type="submit" name="submit" value="submit">

</form>

Assign Request

URL Format

The URL format for the Request operation - Assign Request

For xml output

http://<server-name>:<port-number>/api/xml/assignRequest

For json output

http://<server-name>:<port-number>/api/json/assignRequest

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request.

supportRep
string Support rep to whom the request is
assigned.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

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• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/assignRequest"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/assignRequest"

status=Failure

statuscode=5000

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statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'assignRequest' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/assignRequest">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="supportRep" value="[Support Rep]">
<input type="submit" name="submit" value="submit">
</form>

Add Note

Through this operation, you can add notes to the existing requests.

URL Format

The URL format for the Request operation - Add Note

For xml output

http://<server-name>:<port-number>/api/xml/addRequestNote

For json output

http://<server-name>:<port-number>/api/json/addRequestNote

Parameters

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The following parameters need to be passed via HTTP method.

Parameter Value Description

id
string Request ID of the request.

comment string Note description added to the request.

If True, the note can be viewed by all users

isPublic True/False (public). If false, the note can be viewed only
by support reps (private).

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addRequestNote"

status=Success

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statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addRequestNote"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'addRequestNote' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addRequestNote">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to add note]">
<input type="text" name="comment" value="[Note added to the request]">
<input type="submit" name="submit" value="submit">
</form>

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View/Read Notes

This operation displays the notes added to a request by specifying the Request ID.

URL Format

The URL format for the Request operation - View/Read Notes

For xml output

http://<server-name>:<port-number>/api/xml/getRequestNotes

For json output

http://<server-name>:<port-number>/api/json/getRequestNotes

Parameters

The parameter to be passed via HTTP method is given below,

Parameter Value Description

id
string Request ID of the request to view the
notes.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRequestNotes"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getRequestNotes"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

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Sample Input Form

Sample form for the operation 'getRequestNotes' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestNotes">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request to view/read note]">
<input type="submit" name="submit" value="submit">
</form>

Update Note

This operation updates the notes added to a request.

URL Format

The URL format for the Request operation - Update Note

For xml output

http://<server-name>:<port-number>/api/xml/updateNote

For json output

http://<server-name>:<port-number>/api/json/updateNote

Parameters

The parameter to be passed via HTTP method is given below,

Parameter Value Description

id
string Note ID to delete the note.

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comment
string Description added to the note.

isPublic
True/False If True, the note can be viewed by all
users (public). If false, the note can be
viewed only by support reps (private).

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/updateNote"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

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response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/updateNote"

status=Failure

statuscode=5000

statusmessage=Note ID [ ] not found.

Sample Input Form

Sample form for the operation 'updateNote' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateNote">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Note ID to update note]">
<input type="submit" name="submit" value="submit">
</form>

Delete Note

This operation deletes the notes added to a request.

URL Format

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The URL format for the Request operation - Delete Note

For xml output

http://<server-name>:<port-number>/api/xml/deleteNote

For json output

http://<server-name>:<port-number>/api/json/deleteNote

Parameters

The parameter to be passed via HTTP method is given below,

Parameter Value Description

id
string Note ID.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/deleteNote"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/deleteNote"

status=Failure

statuscode=5000

statusmessage=Note ID [ ] not found.

Sample Input Form

Sample form for the operation 'deleteNote' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteNote">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Note ID to delete note]">
<input type="submit" name="submit" value="submit">
</form>

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Add Attachment

Through this operation, you can add attachments to the existing requests.

URL Format

The URL format for the Request operation - Add Attachment

For xml output

http://<server-name>:<port-number>/api/xml/addAttachment

For json output

http://<server-name>:<port-number>/api/json/addAttachment

Parameters

The following parameters need to be passed via HTTP method.

Parameter Value Description

id
string Request ID of the request.

fileContent string Pass the File Input Stream of the file

Name of the file to be attached.

fileName string

NOTE:
The attachment file size should not exceed the total file size mentioned under the Settings
page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following error
message: "Error while adding attachment. You can't attach files of size more than 10 MB."

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Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addAttachment"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/addAttachment"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'addAttachment' is given below,

<form method="POST" action="http(s)://<server-name>:<port-

number>/api/xml/addAttachment">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID to add attachment]">
<input type="file" id="files" name="file" onchange="loadFileContent(event)"/>
<input type="hidden" id="fileContent" name="fileContent" value=""/>
<input type="hidden" id="fileName" name="fileName" value=""/>
<input type="submit" name="submit" value="submit">
</form>

To get the file input stream, use the following script. This script can be run in browsers
which supports 'FileReader' objects.

<script>
function loadFileContent(evt)
{

var files = document.getElementById('files').files;

if (!files.length) {
alert('Please select a file!');
return;
}

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var file = files[0];

var reader = new FileReader();

reader.onloadend = function(evt) {
if (evt.target.readyState == FileReader.DONE) {
document.getElementById('fileContent').value=reader.result;
document.getElementById('fileName').value=file.name;
}
};

var blob = file.slice(0, file.size);

reader.readAsDataURL(blob);

</script>

You can also run the following program in your Java Environment to upload a file to a request.

Key points:
1. The operation name "addAttachment " should be sent as a "POST attribute".
2. The api key should be sent as a "POST attribute" with key "apikey".

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The snippet provided below is an example of how you can append "Attachments to Requests"
written in Java. Using Java code multiple attachments can be uploaded to a request.
{

/**
*1. Create a PostMethod
*2. Construct the web URL to connect to the SCPServer
*3. Add the byte stream of file and other parameters to create a request for post using
part
*4. Set MultipartRequestEntity for post
*5. Execute the post method
*6. Receive and process the response as required
**/

HttpClient client = new HttpClient( );

String weblinkURL =
"http://<SCPServer>:<PortNumber>/api/xml/addAttachment?apikey=<support rep API
key>";
PostMethod post =new PostMethod(weblinkURL);
//File adding

String fileName = "a.csv";

String filePath = "C:" + File.pathSeparator + "ManageEngine" + File.pathSeparator +
"SupportCenter" ;
String file = filePath + File.separator + fileName;
try {
File f = new File(file);
FileInputStream fis = new FileInputStream(f);
ByteArrayOutputStream bos = new ByteArrayOutputStream();
int c;
while ((c = fis.read()) != -1)
{
bos.write(c);
}
byte[] fbArray = bos.toByteArray();

PartSource ps = new ByteArrayPartSource(fileName,fbArray);

Part[] fields = { new FilePart("image1",ps), new StringPart("id", "Request ID to add
attachment") };
post.setRequestEntity(new MultipartRequestEntity(fields,post.getParams()));

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HttpClient client = new HttpClient( );

client.executeMethod( post );

String response = post.getResponseBodyAsString();

System.out.println( response );

} catch (Exception e) {

System.out.println( e );
e.printStackTrace();
} finally {
post.releaseConnection( );
}

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Output:

<?xml version="1.0" encoding="UTF-8"?>

<response uri="/api/xml/addAttachment">
<result>
<statuscode>200</statuscode>
<status>Success</status>
<statusmessage>Attachment[s] added successfully for request with ID
1002</statusmessage>
</result>
</response>

Add Resolution

This operation adds the resolution for a request.

URL Format

The URL format for the Request operation - Add Resolution

For xml output

http://<server-name>:<port-number>/api/xml/addResolution

For json output

http://<server-name>:<port-number>/api/json/addResolution

Parameters

The parameter to be passed via HTTP method is,

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Parameter Value Description

id
string Request ID of the request.

resolution
string Description of the resolution.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addResolution"

status=Success

statuscode=200

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Error
Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addResolution"

status=Failure

statuscode=5000

statusmessage=Specified request URI incorrect. Parameters missing.

Sample Input Form

Sample form for the operation 'addResolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addResolution">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="resolution" value="[Resolution Description]">
<input type="submit" name="submit" value="submit">
</form>

View Resolution

Through this operation, you can view the resolutions added to the request.

URL Format

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The URL format for the Request operation - View Resolution

For xml output

http://<server-name>:<port-number>/api/xml/getResolution

For json output

http://<server-name>:<port-number>/api/json/getResolution

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request.

htmldescription
True/False Displays output as html or plain text
format. If True, the output is displayed as
html format. If False, the output is
displayed as a plain text.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getResolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getResolution"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'getResolution' is given below,

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<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getResolution">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>

Update Resolution

This operation updates the resolution added to the request.

URL Format

The URL format for the Request operation - Update Resolution

For xml output

http://<server-name>:<port-number>/api/xml/updateResolution

For json output

http://<server-name>:<port-number>/api/json/updateResolution

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request.

resolution
string Description of the resolution.

Output Response Format

The output response format for both xml and json consists of three parameters:

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• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/updateResolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/updateResolution"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'updateResolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateResolution">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="resolution" value="[Resolution Description]">
<input type="submit" name="submit" value="submit">
</form>

Add/Update Resolution and Change the status of a request

Through this operation, you can add/update resolution and change the status of the request.

URL Format

The URL format for the Request operation - Add/Update Resolution and Change the status of a
request

For xml output

http://<server-name>:<port-number>/api/xml/addResolutionAndChangeStatus

For json output

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http://<server-name>:<port-number>/api/json/addResolutionAndChangeStatus

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request.

resolution
string Description of the resolution.

status
string Status of the request. Can be Open,
Closed, Onhold or any other configured
status.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/addResolutionAndChangeStatus"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addResolutionAndChangeStatus"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'addResolutionAndChangeStatus' is given below,

<form method="POST" action="http(s)://<server-name>:<port-

number>/api/xml/addResolutionAndChangeStatus">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="resolution" value="[Resolution Description]">

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<input type="text" name="status" value="[Status of the request.]">

<input type="submit" name="submit" value="submit">
</form>

Add Time Entry

Through this operation, you can add time entry to the request.

URL Format

The URL format for the Request operation - Add Time Entry

For xml output

http://<server-name>:<port-number>/api/xml/addTimeEntry

For json output

http://<server-name>:<port-number>/api/json/addTimeEntry

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request to add the Time
Entry.

executedTime
string Request resolved time.

time-format
string Denotes the time format.

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supportRep
string Support Rep assigned to the request.

timeEntryType
string Type of the time entry.

billingStatus
billable/non-billable Billing status of the time entry.

description
string Comment added to the time entry.

workHours
string Denotes the hours spent on the request.

workMinutes
string Denotes the minutes spent on the
request.

cost
string Total cost to be paid for resolving the
request.

additionalCost
string Additional cost to be paid for resolving the
request.

rateType
string Rate type assigned to the contract.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

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When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addTimeEntry"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addTimeEntry"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

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Sample Input Form

Sample form for the operation 'addTimeEntry' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addTimeEntry">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to add time entry]">
<input type="submit" name="submit" value="submit">
</form>

View/Read Time Entry

This operation displays the Time Entry added to a request by specifying the Request ID.

URL Format

The URL format for the Request operation - View/Read Time Entry

For xml output

http://<server-name>:<port-number>/api/xml/getTimeEntryDetails

For json output

http://<server-name>:<port-number>/api/json/getTimeEntryDetails

Parameters
The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request to view the Time
Entry.

Output Response Format

The output response format for both xml and json consists of three parameters:

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• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getTimeEntryDetails"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getTimeEntryDetails"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'getTimeEntryDetails' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getTimeEntryDetails">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to view/read time entry]">
<input type="submit" name="submit" value="submit">
</form>

Update Time Entry

Through this operation, you can update the time entry details.

URL Format

The URL format for the Request operation - Update Time Entry

For xml output

http://<server-name>:<port-number>/api/xml/updateTimeEntry

For json output

http://<server-name>:<port-number>/api/json/updateTimeEntry

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Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Time Entry ID.

executedTime
string Request resolved time.

time-format
string Denotes the time format.

supportRep
string Support Rep assigned to the request.

billingStatus
billable/non-billable Billing status of the time entry.

description
string Comments added to the time entry.

workHours
string Denotes the hours spent on the request.

workMinutes
string Denotes the minutes spent on the
request.

cost
string Total cost charged for resolving the
request.

additionalCost
string Additional cost charged for resolving the
request.

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rateType
string Rate type assigned to the contract.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/updateTimeEntry"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/updateTimeEntry"

status=Failure

statuscode=5000

statusmessage=The Time Entry ID [ ] not found.

Sample Input Form

Sample form for the operation 'updateTimeEntry' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateTimeEntry">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Time Entry ID to update the time entry]">
<input type="submit" name="submit" value="submit">
</form>

Delete Time Entry

This operation deletes the time entries added to a request.

URL Format

The URL format for the Request operation - Delete Time Entry

For xml output

http://<server-name>:<port-number>/api/xml/deleteTimeEntry

For json output

http://<server-name>:<port-number>/api/json/deleteTimeEntry

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Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Time Entry ID.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/deleteTimeEntry"

status=Success

statuscode=200

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Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/deleteTimeEntry"

status=Failure

statuscode=5000

statusmessage=The Time Entry ID [ ] not found.

Sample Input Form

Sample form for the operation 'deleteTimeEntry' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteTimeEntry">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Time Entry ID of the request]">
<input type="submit" name="submit" value="submit">
</form>

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Close Request

URL Format

The URL format for the Request operation - Close

For xml output

http://<server-name>:<port-number>/api/xml/closeRequest

For json output

http://<server-name>:<port-number>/api/json/closeRequest

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request to be viewed.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

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status=Success

statuscode=200

Sample Response

response uri="api/xml/closeRequest"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/closeRequest"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'closeRequest' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/closeRequest">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">

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<input type="text" name="id" value="[Request ID of the request]">

<input type="submit" name="submit" value="submit">
</form>

Delete Request

URL Format

The URL format for the Request operation - Delete

For xml output

http://<server-name>:<port-number>/api/xml/deleteRequest

For json output

http://<server-name>:<port-number>/api/json/deleteRequest

Parameters

The parameters that needs to be passed via HTTP method for deleting a new request are as follows,

Parameter Value Description

id
string Request ID of the request to be deleted.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

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Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/deleteRequest"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/deleteRequest"

status=Failure

statuscode=4000

statusmessage=The parameter [apikey] is not available in the request.

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Sample Input Form

Sample form for the operation 'deleteRequest' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteRequest">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID]">
<input type="submit" name="submit" value="submit">
</form>

View Conversation details of a Request

Through this operation, you can view the conversations of the requests.

URL Format

The URL format for the Request operation - View Conversation details of a request

For xml output

http://<server-name>:<port-number>/api/xml/getConversations

For json output

http://<server-name>:<port-number>/api/json/getConversations

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Request ID of the request.

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NOTE: The conversation details such as support rep reply, contact reply, request forwards, and notes
added to the request will be displayed in the output.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getConversations"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getConversations"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'getConversations' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getConversations">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>

View full details of Request Conversation

Through this operation, you can view details of the conversations such as To address, cc address,
subject, and full description.

URL Format

The URL format for the Request operation - View full details of Request Conversation

For xml output

http://<server-name>:<port-number>/api/xml/getConversationDetails

For json output

http://<server-name>:<port-number>/api/json/getConversationDetails

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Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Conversation ID.

notifyType
string The type of reply.

htmlDescription
True/False Displays output as html or plain text
format. If True, the output is displayed as
html format. If False, the output is
displayed as a plain text.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/getConversationDetails"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getConversationDetails"

status=Failure

statuscode=5000

statusmessage=Conversation ID [ ] not found.

Sample Input Form

Sample form for the operation 'getConversationDetails' is given below,

<form method="GET" action="http(s)://<server-name>:<port-

number>/api/xml/getConversationDetails">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Notification ID]">
<input type="text" name="notifyType" value="[The type of reply]">

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<input type="submit" name="submit" value="submit">

</form>

Reply/Forward Requests

URL Format

The URL format for the Request operation - Reply/Forward Requests

For xml output

http://<server-name>:<port-number>/api/xml/sendReply

For json output

http://<server-name>:<port-number>/api/json/sendReply

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

woID
string The ID of the parent request. If you would
like to send reply for the parent request,
'woID' should be specified.

convID
string The ID of the child request (conversation).
If you would like to send reply for the
request conversation, 'convID' should be
specified.

toAddress
string The email address to whom the mail has
to be sent.

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ccAddress
string The cc address.

subject
string Subject of the request.

description
string Description of the request.

htmlDescription
yes/no If the description is given in html then
select 'yes'. If 'no' is selected, the
description will be taken as plain text.

includeOriginalContent
yes/no Denotes whether to include the entire
request description along with the reply. If
yes, the original content is included. If no,
the original content is excluded.

notificationType
string The type of reply. (REQREPLY /
REQFORWARD)

fileContent
string Pass the File Input Stream of the file

fileName
string Name of the file to be attached.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

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When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/sendReply"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/sendReply"

status=Failure

statuscode=5000

statusmessage=Outgoing Mail Server is not configured yet.

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Sample Input Form

Sample form for the operation 'sendReply' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/sendReply">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="toAddress" value="[To Address]">
<input type="submit" name="submit" value="submit">
</form>

You can also add attachment while replying/forwarding requests. For more information, refer "Adding
Attachments through API".

View Recent Activities on a Request

Through this operation, you can view the latest activity made to a specific request. Recent activity can
be Note addition, Contact Reply and Support Rep Reply.

URL Format

The URL format for the Request operation - View Recent Activities on a request

For xml output

http://<server-name>:<port-number>/api/xml/getRequestRecentActivity

For json output

http://<server-name>:<port-number>/api/json/getRequestRecentActivity

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

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id
string Request ID of the request.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRequestRecentActivity"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getRequestRecentActivity"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'getRequestRecentActivity' is given below,

<form method="GET" action="http(s)://<server-name>:<port-

number>/api/xml/getRequestRecentActivity">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>

View Reply Properties

Through this operation, you can view the reply properties of a request such as to address, cc address,
and subject.

URL Format

The URL format for the Request operation - View Reply Properties

For xml output

http://<server-name>:<port-number>/api/xml/getReplyProperties

For json output

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http://<server-name>:<port-number>/api/json/getReplyProperties

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

woID
string Request ID of the request.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getReplyProperties"

status=Success

statuscode=200

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Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getReplyProperties"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'getReplyProperties' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getReplyProperties">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="woID" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>

View My Request Summary from a Business Unit

Through this operation, you can view your request summary from a business unit. This operation
displays the count of requests that are open, pending requests, overdue requests, and the count of
requests due for that day.

URL Format

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The URL format for the Request operation - My Request Summary from a Business Unit

For xml output

http://<server-name>:<port-number>/api/xml/getMyRequestSummary

For json output

http://<server-name>:<port-number>/api/json/getMyRequestSummary

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

businessUnit
string Business Unit

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/getMyRequestSummary"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getMyRequestSummary"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getMyRequestSummary' is given below,

<form method="GET" action="http(s)://<server-name>:<port-

number>/api/xml/getMyRequestSummary">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">

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</form>

View Request Summary of a Business Unit

Through this operation, you can view the request summary of a business unit. This operation displays
the count of requests that are open, pending requests, overdue requests, and the count of requests
due for that day.

URL Format

The URL format for the Request operation - Request Summary details of a business unit

For xml output

http://<server-name>:<port-number>/api/xml/getRequestSummary

For json output

http://<server-name>:<port-number>/api/json/getRequestSummary

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

businessUnit
string Business Unit

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

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Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getRequestSummary"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getRequestSummary"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

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Sample Input Form

Sample form for the operation 'getRequestSummary' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestSummary">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>

View list of Request Fields from a Business Unit

Through this operation, you can view the list of request fields from a business unit.

URL Format

The URL format for the Request operation - Request Field list from a business unit

For xml output

http://<server-name>:<port-number>/api/xml/getFieldList

For json output

http://<server-name>:<port-number>/api/json/getFieldList

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

businessUnit
string Business Unit

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fieldName
string Name of the field.

1. The list can be viewed only for the fields such as status, level, mode, priority,
category, subCategory, item, requestTemplate, product, group, supportRep,
supportRepWithCost, rateType and timeEntryType.
2. To get the list of support reps from a group, send the input as <input
Note
type="text" name="group" value="[Group Name]">. To get all the support
reps from the business unit, do not use 'group'.
3. To get the list of subCategroy of a category, send the input as <input
type="text" name="category" value="[Category]">.
4. To get the list of item of a subCategory, send the input as <input type="text"
name="subCategory" value="[Sub Category]">.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/getFieldList"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getFieldList"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getFieldList' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getFieldList">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessunit" value="[Business Unit]">
<input type="text" name="fieldName" value="[Field Name]">
<input type="submit" name="submit" value="submit">
</form>

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Adding Attachments through API

Attachments can be uploaded using SupportCenter Plus API. Follow the sample format given below
to add attachment.

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/<apicall>">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="[parameter]" value="[value]">
<input type="text" name="[parameter1]" value="[value1]">
<input type="file" id="files" name="file" onchange="loadFileContent(event)"/>
<input type="hidden" id="fileContent" name="fileContent" value=""/>
<input type="hidden" id="fileName" name="fileName" value=""/>
<input type="submit" name="submit" value="submit">
</form>

To get the file input stream, use the following script. This script can be run in browsers
which supports 'FileReader' objects.

<script>
function loadFileContent(evt)
{

var files = document.getElementById('files').files;

if (!files.length) {
alert('Please select a file!');
return;
}
var file = files[0];
var reader = new FileReader();

reader.onloadend = function(evt) {
if (evt.target.readyState == FileReader.DONE) {
document.getElementById('fileContent').value=reader.result;
document.getElementById('fileName').value=file.name;
}
};

var blob = file.slice(0, file.size);

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reader.readAsDataURL(blob);

</script>

You can also run the following program in your Java Environment to add attachment.

The snippet provided below is an example of how you can append attachments written in Java.
Using Java code multiple attachments can be uploaded.
{

/**
*1. Create a PostMethod
*2. Construct the web URL to connect to the SCPServer
*3. Add the byte stream of file and other parameters for post using part
*4. Set MultipartRequestEntity for post
*5. Execute the post method
*6. Receive and process the response as required
**/

HttpClient client = new HttpClient( );

String weblinkURL =
"http://<SCPServer>:<PortNumber>/api/xml/<apicall>?apikey=<support rep API key>";
PostMethod post =new PostMethod(weblinkURL);
//File adding

String fileName = "a.csv";

String filePath = "C:" + File.pathSeparator + "ManageEngine" + File.pathSeparator +
"SupportCenter" ;
String file = filePath + File.separator + fileName;
try {

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File f = new File(file);

FileInputStream fis = new FileInputStream(f);
ByteArrayOutputStream bos = new ByteArrayOutputStream();
int c;
while ((c = fis.read()) != -1)
{
bos.write(c);
}
byte[] fbArray = bos.toByteArray();

PartSource ps = new ByteArrayPartSource(fileName,fbArray);

Part[] fields = { new FilePart("image1",ps), new StringPart("parameter", "value"),
new StringPart("parameter1", "value1") };

/* For example, to add attachment while creating a request, you can write the
code as mentioned below:

Part[] fields = { new FilePart("image1",ps), new StringPart("email",

"[email protected]"), new StringPart("subject", "subject of the request") };

*/

post.setRequestEntity(new MultipartRequestEntity(fields,post.getParams()));

HttpClient client = new HttpClient( );

client.executeMethod( post );

String response = post.getResponseBodyAsString();

System.out.println( response );

} catch (Exception e) {

System.out.println( e );
e.printStackTrace();
} finally {
post.releaseConnection( );
}

NOTE:
1. The attachment file size should not exceed the total file size mentioned under the Settings
page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following

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error message: "Error while adding attachment. You can't attach files of size more than 10
MB."
2. Currently, SupportCenter Plus API supports to add file attachments only while adding,
replying and forwarding requests.

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Account/Contact Related Operations

While invoking the account/contact related operations through API, the operation defined are based
on the parameter value, and the developer needs to submit a request to the url via HTTP POST or
GET method.

NOTE: Before proceeding with the account/contact related operations and its corresponding
parameters, please note that the parameters are case sensitive and should be used as defined.

The following operations can be performed on account/contact through API,

• Adding Account

• View/Read Account

• Adding Contact

• View/Read Contact

• View/Read Product

Adding Account

URL Format

The URL format for the Account operation - Add

For xml output

http://<server-name>:<port-number>/api/xml/addAccount

For json output

http://<server-name>:<port-number>/api/json/addAccount

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Parameters

The parameters that needs to be passed via HTTP method for adding a new account are as follows,

Parameter Value Description

name
string Name of the account.

annualRevenue string Annual Revenue of the account.

email string Email Address of the account.

website string Website of the account.

phone string Contact Information of the account.

fax string Contact Information of the account.

industry string The type of Industry to which the account

belongs.

timeZone string Time Zone pertaining to the location of the

account.

accountManager string Account Manager for the account.

doorNo string Address of the account.

street string Address of the account.

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landmark string Address of the account.

city string Address of the account.

province string Address of the account.

country string Address of the account.

zipCode string Address of the account.

description string Description on the account.

businessUnit string Business Unit

NOTE: Please note that the Name of the account is a mandatory field. If multi tenancy is
enabled through Business Units and if the application has more than one Business Unit
configured, then Business Unit becomes a mandatory field.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

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status=Success

statuscode=200

Sample Response

response uri="api/xml/addAccount"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addAccount"

status=Failure

statuscode=4003

statusmessage= Permission Denied. [the API application is not provided with View/Read
permission]

Sample Input Form

Sample form for the operation 'addAccount' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addAccount">

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<input type="hidden" name="apikey" value="[SupportCenter API Key]">

<input type="hidden" name="name" value="[Name of the account]">
<input type="hidden" name="description" value="[Brief Description about the account]">
<input type="submit" name="submit" value="Get">
</form>

View/Read Account

This operation displays the Account details by specifying either the Account name, Account ID or the
starting alphabet of the account.

URL Format

The URL format for the Account operation - View/Read

For xml output

http://<server-name>:<port-number>/api/xml/getAccount

For json output

http://<server-name>:<port-number>/api/json/getAccount

Parameters

The parameters that needs to be passed via HTTP method for viewing an account are as follows,

Parameter Value Description

id
string Account ID of the account to view.

account
string Name of the account.

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startsWith string The first alphabetic letter of the account.

businessUnit string Business Unit

count Denotes the number of requests to be

displayed.

countFrom Denotes the number from which the

request should be displayed.

NOTE: Please note that either the id, account name or starting alphabetic of the account is
a mandatory field.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/getAccount"

status=Success

statuscode=200

Error
Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getAccount"

status=Failure

statuscode=5002

statusmessage= The Account [account name] does not exists.

Sample Input Form

Sample form for the operation 'getAccount' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/getAccount">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Account ID of the account to view]">
<input type="text" name="account" value="[Name of the account to view]">
<input type="submit" name="submit" value="submit">
</form>

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Adding Contact

URL Format

The URL format for the Contact operation - Add

For xml output

http://<server-name>:<port-number>/api/xml/addContact

For json output

http://<server-name>:<port-number>/api/json/addContact

Parameters

The parameters that needs to be passed via HTTP method for adding a new contact are as follows,

Parameter Value Description

name
string Name of the contact.

email string Email Address of the contact

alternateEmail string Alternate Email address of the contact.

phone string Contact Information of the account.

mobile string Contact Information of the account.

jobTitle string Job Title of the contact.

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twitterHandle string Twitter screen name of the contact.

account string Account to which the contact belongs.

loginName string Login Name of the contact

password string Password of the contact.

description string Description on the contact.

businessUnit string Business Unit

NOTE: Please note that the Name and Email address of the contact are mandatory fields. If
multi tenancy is enabled through Business Units and if the application has more than one
Business Unit configured, then Business Unit becomes a mandatory field.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/addContact"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addContact"

status=Failure

statuscode=6003

statusmessage=A Contact with email [email address] already exists, so contact not
added.

Sample Input Form

Sample form for the operation 'addContact' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addContact">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="name" value="[Name of the contact]">

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<input type="text" name="email" value="[Email address of the contact]">

<input type="submit" name="submit" value="submit">
</form>

View/Read Contact

This operation displays the Contact details by specifying either the Contact name, Contact ID or the
starting alphabet of the contact.

URL Format

The URL format for the Contact operation - View/Read

For xml output

http://<server-name>:<port-number>/api/xml/getContact

For json output

http://<server-name>:<port-number>/api/json/getContact

Parameters

The parameters that needs to be passed via HTTP method for viewing a contact details are as
follows,

Parameter Value Description

id
string Contact ID of the contact to view.

contact
string Name of the contact.

startswith string The first alphabetic letter of the contact.

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count Denotes the number of requests to be

displayed.

countFrom Denotes the number from which the

request should be displayed.

businessUnit string Business Unit

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getContact"

status=Success

statuscode=200

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Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getContact"

status=Failure

statuscode=5000

statusmessage=The Request ID [ ] not found.

Sample Input Form

Sample form for the operation 'getContact' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getContact">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Contact ID of the contact to view/read]">
<input type="text" name="account" value="[Account Name of the contact]">
<input type="submit" name="submit" value="submit">
</form>

Say, the email ID specified is [email protected] and the Account name is Acme. The Contact details of
Jake from the account Acme is listed.
To conduct a search for a specific contact or to list the contacts according the alphabet, specify the
starting alphabetic of the contact.

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View/Read Product

This operation displays the Product associated to the specified account along with the product details.

URL Format

The URL format for the Account operation - View/Read Product for an account

For xml output

http://<server-name>:<port-number>/api/xml/getProduct

For json output

http://<server-name>:<port-number>/api/json/getProduct

Parameters

The parameter to be passed via HTTP method is given below,

Parameter Value Description

account
string Account name to view the products.

Output Response Format

The output response format for both xml and json consists of three parameters:-

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getProduct"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getProduct"

status=Failure

statuscode=5002

statusmessage=The Account [account name] does not exist.

Sample Input Form

Sample form for the operation 'getProduct' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/getProduct">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">

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<input type="text" name="account" value="[Name of the account to view the products]">

<input type="submit" name="submit" value="submit">
</form>

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Solution Related Operations

While invoking the solutions related operations through API, the operation defined are based on the
parameter value, and the developer needs to submit a request to the url via HTTP POST or GET
method.

NOTE: Before proceeding with the solution related operations and its corresponding parameters,
please note that the parameters are case sensitive and should be used as defined.

The following operations can be performed over the solutions through API,

• Add Solution

• View/Read Solution

• View Solution Filters

• View Solution based on Filters

• Update Solution

• Approve Solution

• Reject Solution

• Add Attachment

• View Solution Comments

• Delete Solution

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Add Solution

Through this operation, you can add solutions.

URL Format

The URL format for the Solution operation - Add

For xml output

http://<server-name>:<port-number>/api/xml/addSolution

For json output

http://<server-name>:<port-number>/api/json/addSolution

Parameters

The parameters that needs to be passed via HTTP method for adding a new solution are as follows,

Parameter Value Description

businessUnit
string Name of the Business Unit.

title string Title of the solution.

description string Description of the new solution.

topicName string The name of the topic under which the

solution should appear.

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approvalStatus string The status of the solution.

isPublic yes/no or true/false If True, the solution can be viewed by all

users (public). If false, the solution can be
viewed only by support reps (private).

keywords string The keywords for solution. Should be

separated with comma.

createdBy string The name of the Support Rep who creates

the solution.

createdOn string Denotes the created date of the solution.

expiryDate string Expiry date of the solution.

Specify "never" to create a solution without
expiry date.

UDF Alias Name string Name of the UDF field (additional field)
specified while creating the field under
Admin --> Solution - Additional fields.

fileContent string Pass the File Input Stream of the file

fileName string Name of the file to be attached.

NOTE:
1. Please note that the Title, Description and Topic Name are mandatory fields to be entered
while creating a new solution. If multi tenancy is enabled through Business Units and if the
application has more than one Business Unit configured, then Business Unit becomes a
mandatory field.
2. For Numeric additional fields, if a non numeric value is provided, then the application will not
throw any exception from the server side. Instead, the field will be ignored while adding the
solution.

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3. Time format can be specified for all Date additional fields. The default time-format will be "dd
MM yyyy, HH:mm:ss".
4. The attachment file size should not exceed the total file size mentioned under the Settings
page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following
error message: "Error while adding attachment. You can't attach files of size more than 10
MB."

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addSolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

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status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addSolution"

status=Failure

statuscode=4000

statusmessage=No topic with the specified name exists.

Sample Input Form

Sample form for the operation 'addSolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addSolution">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="title" value="[Title of the solution]">
<input type="text" name="topicName" value="[Topic Name under which the solution should appear.]">
<input type="submit" name="submit" value="submit">
</form>

You can also add attachments while adding solution. For more information, refer "Adding Attachments
through API".

View/Read Solutions

The solutions can be viewed based on the Solution Id or by conducting a search using keywords.

URL Format

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The URL format for the Solution operation - View/Read

For xml output

http://<server-name>:<port-number>/api/xml/getSolution

For json output

http://<server-name>:<port-number>/api/json/getSolution

Parameters

Either of the following parameters should be passed via HTTP method.

Parameter Value Description

Id string Solution ID of the solutions to be viewed.

htmlContent True/False Displays output as html or plain text

format. If True, the output is displayed as
html format. If False, the output is
displayed as a plain text.

search string View solutions based on search keywords.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

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Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getSolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getSolution"

status=Failure

statuscode=4000

statusmessage=The parameter [apikey] is not available.

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Sample Input Form

Sample form for the operation 'getSolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/getSolution">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Your solution ID]">
<input type="submit" name="submit" value="submit">
</form>

View Solution Filters

This operation displays the list of solution filters (default and custom filters) available for a user.

URL Format

The URL format for the Solution operation - View Solution Filters

For xml output

http://<server-name>:<port-number>/api/xml/getSolutionFilters

For json output

http://<server-name>:<port-number>/api/json/getSolutionFilters

Parameters

Either of the following parameters should be passed via HTTP method.

Parameter Value Description

businessUnit
string Business Unit

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Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.

Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getSolutionFilters"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getSolutionFilters"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getSolutionFilters' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getSolutionFilters">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>

View Solution based on Filters

Through this operation, you can view all the solutions based on the selected filter.

URL Format

The URL format for the Solution operation - View Solution based on Filters

For xml output

http://<server-name>:<port-number>/api/xml/getSolutionsByView

For json output

http://<server-name>:<port-number>/api/json/getSolutionsByView

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Parameters

The following parameters need to be passed via HTTP method.

Parameter Value Description

viewName string Name of the Filter.

businessUnit string Business Unit

count string Denotes the number of solutions to be

displayed.

countFrom string Denotes the number from which the solution

should be displayed.

selectColumns string Select fields to be displayed as output.

search string View solutions based on keyword search. For

example, if you want to search for a Solution
ID, give the input as <input type="text"
name="search" value="[Solution ID:1234]">

NOTE:
1. Please note that the View Name and Business Units are mandatory fields
to be entered.
2. For selectColumns fields, you can choose the fields as <input type="text"
name="selectColumns"
value="Solution(title,description,topicName,createdOn,approvalStatus,views,i
sPublic)">
3. Maximum of 100 solutions can be viewed in the list. If the count is not
specified, only 10 solutions can be viewed in the list.
4. If selectColumns parameter is null, then the following columns such as title,
description, topicName, createdOn, lastUpdatedOn, approvalStatus, views

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and isPublic will be taken as default and displayed in the output. The default
viewName will be 'All Solutions'.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getSolutionsByView"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/getSolutionsByView"

status=Failure

statuscode=5000

statusmessage=No such Business Unit exists.

Sample Input Form

Sample form for the operation 'getSolutionsByView' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getSolutionsByView">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="text" name="viewName" value="[Name of the Filter.]">
<input type="submit" name="submit" value="submit">
</form>

Update Solution

URL Format

The URL format for the Solution operation - Update Solution

For xml output

http://<server-name>:<port-number>/api/xml/updateSolution

For json output

http://<server-name>:<port-number>/api/json/updateSolution

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Parameters

The parameters that needs to be passed via HTTP method for updating a solution are as follows,

Parameter Value Description

id string Solution ID of the solution.

title string Title of the Solution.

description string Description of the Solution.

topicName
string The name of the topic under which the
solution appear.

approvalStatus string The status of the solution.

isPublic yes/no or true/false If True, the solution can be viewed by all

users (public). If false, the solution can
be viewed only by support reps (private).

keywords string The keywords for solution. Should be

separated with comma.

expiryDate string Expiry date of the solution.

Specify "never" to create a solution
without expiry date.

UDF Alias Name string/numeric Name of the UDF field (additional field)
specified while creating the field under
Admin --> Solution - Additional fields.

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fileContent string Pass the File Input Stream of the file

fileName string Name of the file to be attached.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/updateSolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

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statuscode=failurecode

Sample Response

response uri="api/xml/updateSolution"

status=Failure

statuscode=5003

statusmessage=Permission denied.

Sample Input Form

Sample form for the operation 'updateSolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateSolution">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Solution ID of the solution]">
<input type="text" name="status" value="[Status of the solution]">
<input type="submit" name="submit" value="submit">
</form>

Approve Solution

URL Format

The URL format for the Solution operation - Approve

For xml output

http://<server-name>:<port-number>/api/xml/approveSolution

For json output

http://<server-name>:<port-number>/api/json/approveSolution

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Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Solution ID of the solution to be approved.

comments
string Comments on approving solution.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/approveSolution"

status=Success

statuscode=200

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Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/approveSolution"

status=Failure

statuscode=5000

statusmessage=The Solution ID [ ] not found.

Sample Input Form

Sample form for the operation 'approveSolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/approveSolution">

<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Solution ID of the solution]">
<input type="submit" name="submit" value="submit">
</form>

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Reject Solution

URL Format

The URL format for the Solution operation - Reject

For xml output

http://<server-name>:<port-number>/api/xml/rejectSolution

For json output

http://<server-name>:<port-number>/api/json/rejectSolution

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Solution ID of the solution.

comments
string Comments on rejecting solution.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/rejectSolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/rejectSolution"

status=Failure

statuscode=5000

statusmessage=The Solution ID [ ] not found.

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Sample Input Form

Sample form for the operation 'rejectSolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/rejectSolution">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Solution ID of the solution]">
<input type="submit" name="submit" value="submit">
</form>

Add Attachment

Through this operation, you can add attachments to the existing solutions.

URL Format

The URL format for the Solution operation - Add Attachment

For xml output

http://<server-name>:<port-number>/api/xml/addSolutionAttachment

For json output

http://<server-name>:<port-number>/api/json/addSolutionAttachment

Parameters

The following parameters need to be passed via HTTP method.

Parameter Value Description

id
string Solution ID of the solution.

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fileContent string Pass the File Input Stream of the file

Name of the file to be attached.

fileName string

NOTE:

The attachment file size should not exceed the total file size mentioned under the Settings
page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following error
message: "Error while adding attachment. You can't attach files of size more than 10 MB."

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addSolutionAttachment"

status=Success

statuscode=200

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Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application or if the user does not have permission to update. In such cases, the output format
is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/addSolutionAttachment"

status=Failure

statuscode=5000

statusmessage=The Solution ID [ ] not found.

Sample Input Form

Sample form for the operation 'addSolutionAttachment' is given below,

<form method="POST" action="http(s)://<server-name>:<port-

number>/api/xml/addSolutionAttachment">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Solution ID to add attachment]">
<input type="file" id="files" name="file" onchange="loadFileContent(event)"/>
<input type="hidden" id="fileContent" name="fileContent" value=""/>
<input type="hidden" id="fileName" name="fileName" value=""/>
<input type="submit" name="submit" value="submit">
</form>

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To get the file input stream, use the following script. This script can be run in browsers
which supports 'FileReader' objects.

<script>
function loadFileContent(evt)
{

var files = document.getElementById('files').files;

if (!files.length) {
alert('Please select a file!');
return;
}
var file = files[0];
var reader = new FileReader();

reader.onloadend = function(evt) {
if (evt.target.readyState == FileReader.DONE) {
document.getElementById('fileContent').value=reader.result;
document.getElementById('fileName').value=file.name;
}
};

var blob = file.slice(0, file.size);

reader.readAsDataURL(blob);

</script>

You can also run the following program in your Java Environment to upload a file to a solution.

Key points:
1. The operation name "addAttachment " should be sent as a "POST attribute".
2. The api key should be sent as a "POST attribute" with key "apikey".

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The snippet provided below is an example of how you can append "Attachments to Solutions"
written in Java. Using Java code multiple attachments can be uploaded to a solution.
{

/**
*1. Create a PostMethod
*2. Construct the web URL to connect to the SCPServer
*3. Add the byte stream of file and other parameters to create a request for post using
part
*4. Set MultipartRequestEntity for post
*5. Execute the post method
*6. Receive and process the response as required
**/

HttpClient client = new HttpClient( );

String weblinkURL =
"http://<SCPServer>:<PortNumber>/api/xml/addSolutionAttachment?apikey=<support
rep API key>";
PostMethod post =new PostMethod(weblinkURL);
//File adding

String fileName = "a.csv";

String filePath = "C:" + File.pathSeparator + "ManageEngine" + File.pathSeparator +
"SupportCenter" ;
String file = filePath + File.separator + fileName;
try {
File f = new File(file);
FileInputStream fis = new FileInputStream(f);
ByteArrayOutputStream bos = new ByteArrayOutputStream();
int c;
while ((c = fis.read()) != -1)
{
bos.write(c);
}
byte[] fbArray = bos.toByteArray();

PartSource ps = new ByteArrayPartSource(fileName,fbArray);

Part[] fields = { new FilePart("image1",ps), new StringPart("id", "Solution ID to add
attachment") };
post.setRequestEntity(new MultipartRequestEntity(fields,post.getParams()));

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HttpClient client = new HttpClient( );

client.executeMethod( post );

String response = post.getResponseBodyAsString();

System.out.println( response );

} catch (Exception e) {

System.out.println( e );
e.printStackTrace();
} finally {
post.releaseConnection( );
}

Output:

<?xml version="1.0" encoding="UTF-8"?>

<response uri="/api/xml/addSolutionAttachment">
<result>
<statuscode>200</statuscode>
<status>Success</status>
<statusmessage>Attachment[s] added successfully for solution with ID
1002</statusmessage>
</result>
</response>

View/Read Solution Comments

This operation displays the Comments added to a solution by specifying the Solution ID.

URL Format

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The URL format for the Solution operation - View/Read Solution Comments

For xml output

http://<server-name>:<port-number>/api/xml/getSolutionComments

For json output

http://<server-name>:<port-number>/api/json/getSolutionComments

Parameters

The parameter to be passed via HTTP method is,

Parameter Value Description

id
string Solution ID of the solution to view the
comments.

count
string Denotes the number of solution comments
to be displayed.

countFrom
string Denotes the number from which the
solution comments should be displayed.

NOTE: Maximum of 100 solution comments can be viewed in the list. If the count is not specified, only
20 comments can be viewed in the list.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

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• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/getSolutionComments"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getSolutionComments"

status=Failure

statuscode=5000

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statusmessage=The Solution ID [ ] not found.

Sample Input Form

Sample form for the operation 'getSolutionComments' is given below,

<form method="GET" action="http(s)://<server-name>:<port-

number>/api/xml/getSolutionComments">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Solution ID of the solution to view/read comments]">
<input type="submit" name="submit" value="submit">
</form>

Delete Solution

URL Format

The URL format for the Solution operation - Delete

For xml output

http://<server-name>:<port-number>/api/xml/deleteSolution

For json output

http://<server-name>:<port-number>/api/json/deleteSolution

Parameters

The parameters that needs to be passed via HTTP method for deleting a solution are as follows,

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Parameter Value Description

id
string Solution ID of the solution to be deleted.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/deleteSolution"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

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status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/deleteSolution"

status=Failure

statuscode=4000

statusmessage=The parameter [apikey] is not available in the solution.

Sample Input Form

Sample form for the operation 'deleteSolution' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteSolution">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Solution ID]">
<input type="submit" name="submit" value="submit">
</form>

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Contract Related Operations

While invoking the contract related operations through API, the operation defined are based on the
parameter value, and the developer needs to submit a request to the url via HTTP POST or GET
method.

NOTE: Before proceeding with the contract related operations and its corresponding parameters,
please note that the parameters are case sensitive and should be used as defined.

The following operations can be performed on a contract through API,

• Add Contract

• View/Read Contract

• Update Contract

• Renew Contract

Add Contract

Through this operation, you can add contract.

URL Format

The URL format for the Contract operation - Add

For xml output

http://<server-name>:<port-number>/api/xml/addContract

For json output

http://<server-name>:<port-number>/api/json/addContract

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Parameters

The parameters that needs to be passed via HTTP method for adding a new contract are as follows,

Parameter Value Description

account
string Denotes the Account name.

contractName string The name of the contract.

contractNumber string Denotes the contract number.

description string Description of the new contract.

supportPlan string The name of the support plan which you

would like to add it to contract.

products string The list of products that has to be

associated to the contract.

fromDate string The start date of the contract.

toDate string The end date of the contract.

noOfHrs string The number of hours of contract.

noOfMins string The number of minutes of contract.

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noOfIncidents string The number of incidents of contract.

totalCost string Total cost to be paid for the contract.

supportPlanRates string The support plan types and the

corresponding rates fixed to each support
plan.

services string The list of support services offered.

ifAvailable string If the contract name is already available,

you can use this to perform other
operations such as update/renew contract.

businessUnit string Name of the business unit.

NOTE:
1. Please note that the Account, Contract Name, Support Plan and From Date are mandatory
fields to be entered while creating a new contract. If multi tenancy is enabled through
Business Units and if the application has more than one Business Unit configured, then
Business Unit becomes a mandatory field.
2. The From Date and To Date should be specified in "yyyy-MM-dd" format.
3. The "ifAvailable" parameter can be used when importing contracts from CSV, if the contract
name already exists you can specify renew/update the contract.
4. To create contract with all products, provide products=AllProducts.
5. Depending upon the type of Support Plan, the noOfHrs, noOfMins and noOfIncidents can
be configured.
6. While sending multiple values for products, separate them with comma and with no spaces.
(For example, products=Desktop,Laptop,Printer).
7. The "supportPlanRates" parameter should be specified as supportPlanRates=Rate. (For
example, supportPlanRates=Normal Rate=100,After-Hours Rate=200).
8. If To Date is not specified while creating contract, then the contract will be created forever
without out any end date.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST method.

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• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/addContract"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

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Sample Response

response uri="api/xml/addContract"

status=Failure

statuscode=4000

statusmessage=No product with the specified name exists.

Sample Input Form

Sample form for the operation 'addContract' is given below,

<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/'addContract'">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="contractName" value="[Name of the contract]">
<input type="text" name="account" value="[Name of the account]">
<input type="text" name="fromDate" value="[From Date]">
<input type="submit" name="submit" value="submit">
</form>

View/Read Contract

URL Format

The URL format for the Contract operation - View/Read

For xml output

http://<server-name>:<port-number>/api/xml/getContract

For json output

http://<server-name>:<port-number>/api/json/getContract

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Parameters

The parameters that needs to be passed via HTTP method for viewing a contract are as follows,

Parameter Value Description

contractName string Name of the Contract.

id string Contract ID of the contract to view.

businessUnit string Name of the business unit.

NOTE:
1. Please note that while performing the 'getContract' operation, either the Contract Name or
Contract ID should be specified.
2. If multi tenancy is enabled through Business Units and if the application has more than one
Business Unit configured, then Business Unit becomes a mandatory field.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

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Sample Response

response uri="api/xml/getContract"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/getContract"

status=Failure

statuscode=5003

statusmessage=Contract id specified does not exist.

Sample Input Form

Sample form for the operation 'getContract' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getContract">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Contract ID of contract to view]">
<input type="submit" name="submit" value="submit">
</form>

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Update Contract

This operation updates the Contract.

URL Format

The URL format for the Contract operation - Update

For xml output

http://<server-name>:<port-number>/api/xml/updateContract

For json output

http://<server-name>:<port-number>/api/json/updateContract

Parameters

Either of the following parameters should be passed via HTTP method.

Parameter Value Description

account
string Denotes the Account name.

contractName string The name of the contract.

contractNumber
string Denotes the contract number.

id string Denotes the Contract ID.

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description
string Description of the contract.

supportPlan string The name of the support plan.

products
string The list of products associated to the
contract.

fromDate string The start date of the contract.

toDate
string The end date of the contract.

noOfHrs string The number of hours of contract.

noOfMins
string The number of minutes of contract.

noOfIncidents string The number of incidents of contract.

totalCost
string Total cost to be paid for the contract.

supportPlanRates string The support plan types and the

corresponding rates fixed to each support
plan.

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services string The list of support services offered.

businessUnit string Name of the business unit.

newContractName string The new contract name that can be set

while updating the contract.

NOTE:
1. Please note that while performing the 'updateContract' operation, either the Contract Name
or Contract ID should be specified. If multi tenancy is enabled through Business Units and if
the application has more than one Business Unit configured, then Business Unit becomes a
mandatory field.
2. The From Date and To Date should be specified in "yyyy-MM-dd" format.
3. To create contract with all products, provide products=AllProducts.
4. Depending upon the type of Support Plan, the noOfHrs, noOfMins and noOfIncidents can
be configured.
5. While sending multiple values for products, separate them with comma and with no spaces.
(For example, products=Desktop,Laptop,Printer).
6. The "supportPlanRates" parameter should be specified as supportPlanRates=Rate. (For
example, supportPlanRates=NormalRate=100,After-Hours Rate=200).

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

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response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/updateContract"

status=Success

statuscode=200

Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/updateContract"

status=Failure

statuscode=5000

statusmessage=Permission denied.

Sample Input Form

Sample form for the operation 'updateContract' is given below,

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<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateContract">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Contract ID of the contract]">
<input type="submit" name="submit" value="submit">
</form>

Renew Contract

This operation renews the existing contract.

URL Format

The URL format for the Contract operation - Renew

For xml output

http://<server-name>:<port-number>/api/xml/renewContract

For json output

http://<server-name>:<port-number>/api/json/renewContract

Parameters

Either of the following parameters should be passed via HTTP method.

Parameter Value Description

id string Denotes the Contract ID.

contractName string The name of the contract.

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products
string The list of products associated to the
contract.

fromDate string The start date of the contract.

toDate
string The end date of the contract.

noOfHrs string The number of hours of contract.

noOfMins
string The number of minutes of contract.

noOfIncidents string The number of incidents of contract.

totalCost
string Total cost to be paid for the contract.

supportPlanRates string The support plan types and the

corresponding rates fixed to each support
plan.

services string The list of support services offered.

businessUnit string Name of the business unit.

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NOTE:
1. Please note that while performing the 'renewContract' operation, either the Contract Name or
Contract ID should be specified and From Date is mandatory field. If multi tenancy is
enabled through Business Units and if the application has more than one Business Unit
configured, then Business Unit becomes a mandatory field.
2. The From Date and To Date should be specified in "yyyy-MM-dd" format.
3. To renew contract with all products, provide products=AllProducts.
4. If To Date is not specified while renewing contract, then the contract will be renewed forever
without any end date.

Output Response Format

The output response format for both xml and json consists of three parameters:

• response uri: The response uri is the url value sent over HTTP POST or GET method.

• status: The status denotes the status of the operation. Here there are only two status -
Success and Failure.

• statuscode: The statuscode denotes the code displayed when the status is Success or
Failure. For a successful operation, the status code is 200.
Success

When the operation is successful, the output response format is as given below,

response uri=[url value]

status=Success

statuscode=200

Sample Response

response uri="api/xml/renewContract"

status=Success

statuscode=200

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Error

Errors occur when the API Key is not valid or the parameter value does not exist in the
application. In such cases, the output format is as shown below,

response uri=[url value]

status=Failure

statuscode=failurecode

Sample Response

response uri="api/xml/renewContract"

status=Failure

statuscode=5000

statusmessage=No contract with specified ID exists.

Sample Input Form

Sample form for the operation 'renewContract' is given below,

<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestFilters">

<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="text" name="id" value="[Contract ID]">
<input type="text" name="fromDate" value="[From Date]">
<input type="submit" name="submit" value="submit">
</form>

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Personalize SupportCenter Plus

SupportCenter Plus can be personalized by modifying any text displayed in the web interface to suite
your organization needs. You can modify sentences or specific words such as, 'Requests' to 'Tickets',
'Admin' to 'Configurations', or 'Contacts' to 'Users'.

You can also modify the keys for all the languages supported by SupportCenter Plus.

Follow the steps given below to personalize the text used in SupportCenter Plus:
1. The Properties file that holds the default language keys will be available in the below
mentioned file directory.

"<SCP
Home>/applications/extracted/AdventNetSupportCenter.eear/AdventNetServiceDeskWC.ear/
AdventNetServiceDesk.war/WEB-INF/classes/resources".
2. The keys for different languages will be available under separate properties file with their
language code at the end (ApplicationResources_<language_code>.properties). For
example, the keys for English language will be available with the name
"ApplicationResources_en_US.properties".
3. You can personalize the text used in SupportCenter Plus by modifying any key in the selected
Properties file. The modified Properties file should be placed under the "<SCP
Home>/custom/i18n" directory.
4. You can either copy the properties file which you would like to modify from the default
directory "<SCP
Home>/applications/extracted/AdventNetSupportCenter.eear/AdventNetServiceDeskWC.ear/
AdventNetServiceDesk.war/WEB-INF/classes/resources" and paste it under the "<SCP
Home>/custom/i18n" directory to modify the language keys.

(OR)

You can create a new properties file with the file name
"ApplicationResources_<language_code>.properties" and place it under the "<SCP
Home>/custom/i18n" directory and enter the keys which you would like to modify.
5. Open the properties file (e.g., ApplicationResources_en_US.properties) and modify any key
as required. For example, if you want to call Requests as Tickets, you can change
“sdp.header.requests=Request" to "sdp.header.requests=Ticket". The same way other
language keys can be modified under separate properties file.
6. Save the properties file and restart the server to update the changes. While restarting the
server, the custom directory keys ("<SCP Home>/custom/i18n") are updated automatically in
the default properties file ("<SCP

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Home>/applications/extracted/AdventNetSupportCenter.eear/AdventNetServiceDeskWC.ear/
AdventNetServiceDesk.war/WEB-INF/classes/resources").
7. During the above process, a backup of the default properties file is generated and obtained in
the "WEB-INF/classes/resources/backup" directory. This backup file is generated only once
and deleted automatically during the product upgrade.
If you would like to revert to the default keys, you need to delete the properties file created in the
"i18n" folder and then copy the required backup file created under backup folder and replace it in the
default directory. Now restart the server to revert the changes in the web interface.

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Appendix

This topic explains the features that are not grouped under any of the modules but can be used from
the application.

• Support

• System Log Viewer

• Contacting ZOHO Corportation

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Support

You can also use the Support link available at the top of the application to contact SupportCenter
Plus Technical Support team. The various options available are:

• Request Support

• Telephone Number

• User Forums

• Testimonials

• Need Features?

• Thread Dump

• System Log Viewer

• Support File

• FAQs

• SupportCenter Forums

• SupportCenter Plus Application Status

Request Support

Request support from our technical support team from the application. If you encounter any issues
with SupportCenter Plus, you can click the Request Support link which will redirect to the support
request form. You can fill all the details and click Submit. An e-mail will be sent to SupportCenter Plus
support mail ID.

Telephone Number

Call +1-888-720-9500 to avail telephone support.

User Forums

You can use this link to access SupportCenter Plusthis to go to the SupportCenter Plus user forums.
Here you can discuss with other SupportCenter Plus users.

Testimonials

You can share your testimonials with us using this link. On clicking this link opens the Testimonials
form. You can fill the form and click Submit.

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Need Features?

Use this link to request for a new feature in SupportCenter Plus and share your suggestions. On
clicking this link opens the Need Features form. You can submit in our website.

Thread Dump

Use this link to generate a thread dump.

System Log Viewer

You can view the error logs generated by the SupportCenter Plus application online. Click here to
know more.

Support File

When you click the Support file link, the latest support information file (zip file containing requisite log
files etc.) will be created. You can save the file and send the file by e-mail to
[email protected] to enable us debug the problem.

FAQs

Click this link to view the latest list of Frequestly Asked Questions on SupportCenter Plus.

SupportCenter Plus Application Status

Under Application Status, you can monitor the various happenings of the application like data count in
the table, number of conversations added for request, number of replies sent for request, number of
requests raised by contact, number of replies sent to contact, number of timer stops on a request, and
list of scheduled activities running in the application.

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System Log Viewer

You can view the log entries generated by the SupportCenter Plus application online. System Log
Viewer captures all the log details of Accounts, Contacts Requests sand Admin modules.

Note: You can also view the error logs in the file name serverout0.txt found under
C:\ManageEngine\SupportCenter\server\default\log.

To view the error logs from the application,

1. Log in to the SupportCenter Plus application using your user name and password. If you have
the permissions to view the support information, you will see a Support link in the header
pane.
2. Click the Support link. This opens the Support page.

3. Click the System Log Viewer link available in the Support page. The System Log list
view page opens.
Viewing Individual Log Details

To view the individual log details,

1. In the System Log list view page, click the hyperlinked Log Message. This opens the
System Log Details page.
2. The Date & Time fields shows the date and time when the log occurred.
3. The Module field indicates the module (Example, Admin) in which the log occurred.

4. The Sub Module field indicates the sub module (Example, Mail Server Settings - Incoming)
in which the log occurred.
5. The Level field indicates the type of log entry (Example, Info or Error).

6. The Log Message field contains the complete error message.

7. The Action field indicates the type of action carried out (Example, Update).
8. The Performed By field indicates the origin of the error. For example, if it is a system-
generated error, then the Performed By field contains System as its value.
9. The Log Message field contains the complete log message.
10. If the probable cause of the log is known, then the cause is displayed in the Cause field.
NOTE: The Cause of the log will be shown only if the Level is Error.
11. Click Back button after viewing the details of the log entry to get back to the list view.
None of these fields are editable.

Delete Error Logs

You can delete these log entries. To delete individual log entry,

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1. In the System Log list view page, select check boxes beside the Date & Time field that you
wish to delete.
2. Click Clear. The log entries will be deleted.
If you want to delete all the existing log entries, then click the Clear All button.

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Contacting ZOHO Corporation

• Contact Information

• Sales

• Technical Support

Contact Information

Web site www.zohocorp.com

Zoho Corporation
4141, Hacienda Drive, Suite 310
Pleasanton, CA 94588 USA
Phone: +1-925-924-9500
Fax : +1-925-924-9600
E-mail: [email protected]
Zoho Corporation Private Limited
DLF IT Park, Block 7, Ground floor, No. 1/124,
Shivaji Garden, Nandambakkam Post,
Mount PH Road, Ramapuram
Chennai 600 089
Corporate Office Phone: +91-44-22707070
Fax: +91-44-22707172
E-mail: [email protected]
Zoho Corporation Private Limited
C/o Cananex Singapore Pte Ltd
Block 1003 Bukit Merah Central #50-23
Inno-Center, Singapore 159836
Main Line : 63344486
Fax : 62819188
Mobile : 97552882
Contact Person : Ong Yang Peng
Email: [email protected]

Sales

For purchasing ManageEngine SupportCenter Plus from any part of the world, log onto
www.supportcenterplus.com or you can also send a mail to [email protected].

You can also call the Corporate office of Zoho Corporation in the following numbers:

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Phone: +1-925-924-9500
Fax: +1-925-924-9600 and request for Sales

Technical Support

One of the value propositions of ZOHO Corporation to its customers is excellent support. During the
evaluation phase, the support program is extended to users free of charge.

For support, please mail to [email protected].

Alternatively, you can submit your feedback from the SupportCenter Plus product by clicking the
Feedback link at the top right corner just above the header tabs after logging into the application.
Your feedback will be sent to the SupportCenter Plus Support Team and they will get in touch with
you. Do not forget to provide your e-mail ID or your contact information for the team to get in touch
with you.

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