Customer Support Software, Help Desk Software

Click on the below link to view the features,

To view the steps to schedule for auto csv import, click the below link,

To change the Request ID to a number of your choice follow the steps given below,

1. Connect to SupportCenterPlus database.
   Please refer here to connect ( PostgreSQL ) database.
2. Insert a dummy request with requestid and requesterid.
   eg: postgres# insert into workorder (WORKORDERID,REQUESTERID,CREATEDTIME,DUEBYTIME,DEPARTMENTID) values (4999,2,0,0,1);
   where the requestid is 4999 and requesterid is 2.
3. Restart SupportCenter Plus.
4. The next new request that you create will have the requestid 5000.

Given below are the instructions to integrate a third-party certificate with Supportcenter Plus:

Change the directory to <SupportCenter_Home>\jre\bin in the command prompt (SupportCenter_Home will be commonly C:\AdventNet\ME\SupportCenter)

Following commands are to be executed,

1. keytool -genkey -alias <your_alias_name>[Domain Name] -keyalg RSA -keystore <your_keystore_filename>[scp.keystore]
2. keytool -certreq -keyalg RSA -alias <your_alias_name>[Domain Name] -file certreq.csr -keystore <your_keystore_filename>[scp.keystore]
3. Using the certreq.csr file, get the certificate file from the CA for web server "tomcat"
4. keytool -import -alias root -keystore <your_keystore_filename> [scp.keystore] -trustcacerts -file <filename_of_the_chain_certificate>[Chain Certificate file, that would be given by CA]
5. keytool -import -alias <your_alias_name>[Domain Name] -keystore <your_keystore_filename>[scp.keystore] -trustcacerts -file <your_certificate_filename>[Certificate file sent by CA to you is specifically for your domain]
6. Copy the scp.keystore file from <SupportCenter_Home>\jre\bin to <SupportCenter_Home>\server\default\conf.
7. Execute the changeWebServerPort.bat script to change the connection mode to HTTPS as follows:
   cmd> cd <SC+ Home>\bin
   cmd> changeWebServerPort.bat <WEBSERVER_PORT> https
   
8. Set the password that you had given in Step 1 while generating scp.keystore to "keystorepass " parameter in the file server.xml present under <SupportCenter_Home>\server\default\deploy\jbossweb-tomcat50.sar
9. Restart SupportCenterPlus server so that the changes made will get applied.

Notes:

1. After editing the server.xml file as mentioned in step 8, if you happen to execute changeWebServerPort script for changing the port number, redo step 8, as server.xml will be overwritten by the changeWebServerPort script.
2. Steps from 1 to 8 are to be done continuously for generating the keystore file, the corresponding certificate and to maintain the compatibility between these two files.
3. Steps 4 & 5 may vary specific to CA. The steps given here are specific to VeriSign.

Create a batch file say, SCP_backup.bat to backup the Supportcenter Plus data with the following code

Use the calculator like icon on the right hand side of the list view page to customize the fields.

An account can have multiple products and each product can be associated with a contract.

Ex : For an account, you can create one contract without a product.

the 2^nd contract should have a product.

the 3^rd contract should have a different product.

To create a contract for the same product/account, the time period of the contract should not overlap.

Create a template (Solutions Tab >> Topics Template >> Add new template) give the template name and select the topics you would like to show to the users of a particular account.

Eg: Template name: backup issues

Then, go to

By doing this, you can filter the topics you want to show the users of an account.

Click on the Admin tab >> Settings under the General Settings block >> People . Enable "yes" or "no" radio button to hide/unhide the Support Team availability information to contacts/ support reps.

You can configure the solutions in web portal page for users who are not having an account by selecting the options from Admin >> Settings option under General settings block >>Solutions View >> For Users Without Account.

You can configure the solutions in web portal page for a non logged in users by selecting the option from Admin >> Settings option under the General Settings block >>Solutions View >> For Non logged in Users.

Click the Admin tab >> Settings option under the General Settings block >> Conversations feature Settings. Enable/Disable the Public/Private conversation by checking/unchecking 'Do you want to enable conversations pubic/private'.

Let's illustrate this in the form of a scenario.

Assume your organization has 3 Departments dealing with IT, Retail and Telecom. These three departments are configured as Business Units in SupportCenter Plus. The requirements and configurations of a support team in one Business Unit may not be the same in another Business Unit. In this case, the support mails sent by the users differ for each Business Units, and so does the email address of the Business Units.

To configure the Incoming Mail Server Settings,

1. Create an account say, 'Support' in your mail server.
2. The Incoming mail address of the three Business Units are, support@acme-it.com, support@acme-retail.com and support@acme-telecom.com.
3. Alias the Incoming mail address of the Business Units to 'Support' account.
4. This 'Support' account is configured in the Incoming Mail Server Settings.

The email address for the respective Business Units is configured under Mail Configuration in SupportCenter Plus application, which routes emails to the particular Business Unit. Mails are fetched at periodic intervals into SupportCenter Plus from the Mail Server and based on the email address, the request is routed to the business unit. If the request is from an unknown contact, the request is routed to the default Buisness Unit.