Frequently Asked Questions

1. How do I reset the admin password ?

2. How do I connect to my SupportCenter Mysql database ?

3. How do I upgrade to the latest servicepack/hotfix/patch ?

4. How do I install the product ?

5. How do I change the database ?

6. How do I take the backup of data and its configurations ?

7. How do my customers access the customer portal ?

8. How can I bind SupportCenter Plus to a single IP Address ?

9. How do I change the Web Server Port ?

10. How can I move SupportCenter data to another server ?

11. How do I import my Customer Information from an existing database/application and how do I synchronize the two at regular intervals ?

12. How do I configure the Request IDs to start from a specific number ?

13. How do I apply a patch from console or command line ?

14. How do I upload files to SupportCenter upload server ?

15. How do I apply a licence after its expiry ?

16. How do I integrate 3rd party certification in SupportCenter  ?

17. How do I generate a support file or log files ?

18. How can I schedule a backup ?

19. How do I troubleshoot when outgoing email are not generated ?

20. How do I configure the fields that I require in the list view page ?

21. How does contract work ?

22. How do I apply multiple contracts to a single account ?

23. How do I assign specific solution topics to an account ?

24. How do Business Rules work?

25. How do SLAs work ?

26. How do I enable the survey feature ?

27. How do I to hide the availability information of the support team from support rep and contacts ?

28. How do I hide the customer portal page ?

29. How do I enable SupportCenter to work with the phpBB forums ?

30. How do I configure the solutions in web portal page for users who are not having an account ?

31. How do I configure the solutions in web portal page for non logged in users ?

32. How can I enable public/private conversation feature ?

33. How to host SupportCenter Plus ?

34. I have many Business Units configured in SupportCenter Plus. How do I configure the Incoming Mail Server Settings for all the Business Units?

---

1. How do I reset the admin password ?
 
For MySql :
 
Follow the steps given below which will help you to reset the "admin /administrator" password as "admin".

Step 1 : Connect to MySQL Server on Port 33356 from the SupportCenter Plus server.

Step 2 : Use the following query to reset the password

mysql> update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id join AaaLogin on AaaAccount.login_id = AaaLogin.login_id set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where name like 'admin%';
 
To find administrator login and to reset the password (if the admin login name is other than administrator)

select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
 
This will list out the admin login names if the administrator name is other than admin. You can replace the name with 'admin' in the query given in step 2 to reset the password.
 
Note: All the queries should be executed as a single statement in the command prompt.
 
For MsSql :
 
update AaaPassword set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where PASSWORD_ID = ( select AaaPassword.PASSWORD_ID from AaaPassword LEFT join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id LEFT join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id LEFT join AaaLogin on AaaAccount.login_id = AaaLogin.login_id where name = 'administrator' )
 
To find administrator login and to reset the password (if the admin login name is other than administrator)

select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
 
This will list out the admin login names. Replace the "administrator" in the query given in step 2 with the login name whose password you want to reset.  
 
Note: All the queries should be executed as a single statement in the command prompt. 
 
 
2. How do I connect to my SupportCenter Mysql database ?
 
In Windows :
Execute the following commands in the command prompt to connect to Mysql.
cmd > cd [SCP Home]\mysql\bin
[bin] > mysql.exe -u root -P 33356 supportcenter
 
In Linux :
Execute the following commands in Terminal to connect to Mysql.
# cd [Supportcenter-Home]/mysql/bin
# mysql -u root -S ../tmp/mysql.sock supportcenter  
 
 
3. How do I upgrade to the latest servicepack/hotfix/patch ?
 
Step 1: Shut down the SupportCenter Plus server.
Step 2: Take a backup to prevent any accidental loss of data.
Step 3: Download the latest servicepack from our website
http://www.manageengine.com/products/support-center/service-packs.html. 
Step 4: From the [SupportCenter Home]/bin directory in the command prompt, execute UpdateManager.bat
ex : C:\AdventNet\ME\SupportCenter\bin>UpdateManager.bat
Step 5 : This opens the Manageengine Update Manager. Browse the ppm file and click on install to continue. Do not disturb the system until the upgrade process ends.
Step 6 : On successful installation an "Installed" message appears. Exit from the window and start the service.  

 
 
4. How do I install the product ? 
Click on the link given below for the installation steps for Windows/Linux.
 http://www.manageengine.com/products/support-center/help/
adminguide/introduction/installation-and-getting-started.html 
 
 
5. How do I change the database ?
 
Step 1: Shutdown Supportcenter Plus server

Step 2: Take back up of the existing data.
 
Step 3: From the [SupportCenter Home]/bin directory in the command prompt, execute changeDBServer.bat.
  Ex : [SupportCenter Home]/bin>changeDBServer.bat
Step 4: This opens the Database Setup Wizard pop up window where the database can be changed.

1. Select the Server Type from the combo box. For ex : MsSql Server.
2. Specify the appropriate machine (Host name) name. For ex : win-sqlserver.
3. Specify the appropriate Port Number through which Sql server will be communicated. For ex: 1433.
4. By default, the database name will be supportcenter in a non editable format.
5. Specify the username and password where Sql server will get authenticated.

Step 5: On making the changes, Test the connection & Save.

Step 6: Restart the SupportCenter server.

Step 7: Stop SupportCenter server and Restore the back up data.
 
Note : Need to enable Sql authentication as Windows authentication will not work.


6. How do I take the backup of data and its configurations ?
 
Please click on the link given below which will provide you the instructions to take backup,
 http://www.manageengine.com/products/support-center/help/
adminguide/general-features/back-up-supportcenter-plus.html 
 
7. How do my customers access the customer portal ?
 
Customers can access the customer portal through,
http://<Server name>:<port>/sd/SolutionsHome.sd
 
8. How can I bind SupportCenter Plus to a single IP Address ?
 
Perform the following steps to Bind Supportcenter Plus to a single IP,

Step 1 : Go to <Adventnet_home>MeSupportCenter/server/default/conf/TrayIconInfo.xml
Edit TrayIconInfo.xml file using a vim editor or notepad
Add "ipToBind" parameter to the following line:

<SDP-PROPERTIES RequestScheme="http" WebPort="8080"/>

Now, the line will look like

<SDP-PROPERTIES RequestScheme="http" WebPort="8080" ipToBind="xxx.yyy.www.zzz"/>

[ xxx.yyy.www.zzz is the IP address of the server on which you intend to run SC+]

Step 2 : Uncomment the following line in the same file:

<!--ADDITIONALPARAMS ParamName="ipToBind" ParamValue="-bxxx.yyy.zzz.www"/-->

Now, the line will look like

<ADDITIONALPARAMS ParamName="ipToBind" ParamValue="-bxxx.yyy.zzz.www"/>

Step 3: Save the changes and Restart the SupportCenter Plus Service.
In case, you want to start it from the command prompt, you can edit the run.bat file and add an argument to the ManageengineDeploymentSystem.jar as follows,
set ARGS=%ARGS% -LManageengineDeploymentSystem.jar -bxxx.yyy.zzz.www
Save the file and stop the application to effect the changes. Restart the application again. 
 
9. How do I change the Web Server Port ?
 
Please click on the link given below to change the web server port
 http://www.manageengine.com/products/support-center/help/
adminguide/general-features/change-web-server-port.html 
 
10. How can I move SupportCenter data to another server ?
 
Follow the steps given below to move data from the existing server to a new server,

Step 1: Stop ManageEngine Supportcenter Plus service.

Step 2: Upgrade the Supportcenter Plus, if required. Check if you are in the latest version by clicking the below link,
 http://www.manageengine.com/products/support-center/service-packs.html 
Start and stop the service, after the upgrade process.

Step 3: Take a back up of the existing data.

Step 4: Install Supportcenter Plus to the new server.

If you are in the old version, the same version can be downloaded from the link given below,
http://archives.manageengine.com/support-center/ 
Start and stop the service after the installation 
Step 5: Copy the backup folder from the old server to [SupportCenterPlus-Home] in the new server.
Step 6:  Restore the back up data.
Step 7: Start the Supportcenter Plus server after restoring the data in the new server.
Step 8: Set the new server name in the alias url <---Settings<---Admin tab. 
 
11. How do I import my Customer Information from an existing database/application and how do I synchronize the two at regular intervals ?
 
Click on the below link to view the features,
 http://www.manageengine.com/products/support-center/contact-management.html#dbsync
 
To view the steps to schedule for auto csv import, click the below link,
 http://www.manageengine.com/products/support-center/help/
adminguide/configurations/accountsettings/automate-csvimport.html 
 
12. How do I configure the Request IDs to start from a specific number ?
 
To change the Request Id to a number of your choice follow the steps given below,

1. Connect to SupportCenterPlus database.
   Please refer question 2 on how to connect ( Mysql ) database.
2. Insert a dummy request with requestid and requesterid.
   eg: mysql> insert into workorder (WORKORDERID,REQUESTERID) values (4999,2);
   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.

 
13. How do I apply a patch from console or command line ?
 
To install a patch from console or command line : Method 1:
Goto [SupportCenterHome]$/bin then execute

sh UpdateManager.sh -c

And it will guide the user through the steps.


Alternatively, Method 2 :
sh UpdateManager.sh -u server/default/conf -c -option i -ppmPath <Patch file path including patch file name> -h <Product Home>

To un-install a patch: sh UpdateManager.sh -u server/default/conf -c -option u -h <Product Home> -version <Patch version>

To view installed patch versions: sh UpdateManager.sh -u server/default/conf -c -option v -h <Product Home>  
 
 
14. How do I upload files to SupportCenter upload server ?
 
Follow the steps given below to upload files into SupportCenter upload server,
1. Connect to http://upload.adventnet.com/.
2. Select SupportCenter Plus from the Send to drop down list.
3. Specify your email address in Your Email Address field.
4. Enter the reasons for uploading the files in the Reason field.
5. Finally, choose the file that you wish to upload and click Upload.
 
Alternatively,

FTP Server Name : ftp.adventnet.com
Username : anonymous
Password : [your-complete-email-id]
Change directory to "pub" and create a directory in the name of your company for convenience. Now Change directory to the one created
ftp> ha
ftp> bi
You can upload the files here using the "mput" command. 
 
 
15. How do I apply a licence after its expiry ?
 
Save the License file

When you start the server (Start -> Programs -> ManageEngine SupportCenter -> Start SupportCenter Server), it will prompt you for a license file. You can browse and apply the license file that was sent to you.
 If  the above case does not work then, follow the steps given below,

• Save the license file in one of the directories of the server machine.
• Go to the command prompt (Start -> Run -> command).
• Start the server from the command prompt :
  • Move to the bin directory
    • cmd> cd <SupportCenter_Home>/bin
  • Run the script (run.bat)
    • cmd>run.bat
• It will ask for the license file path
• Enter the full directory path of the license file.
• The server begins to start.
• Shutdown the server
  • Open another command prompt
  • Go to the bin directory
  • Run the script
    • cmd> sh shutdown.sh -S
• After this process you will be able to start the server using the normal mode (Start -> Programs -> ManageEngine SupportCenter Plus-> Start Server). 
   

16. How do I integrate 3rd party certification in Supportcenter Plus ?
 
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,

Step 1: keytool -genkey -alias <your_alias_name>[Domain Name] -keyalg RSA -keystore <your_keystore_filename>[scp.keystore]

Step 2 : keytool -certreq -keyalg RSA -alias <your_alias_name>[Domain Name] -file certreq.csr -keystore <your_keystore_filename>[scp.keystore]

Step 3 : Using the certreq.csr file, get the certificate file from the CA for web server "tomcat"

Step 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]

Step 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]

Step 6: Copy the scp.keystore file from <SupportCenter_Home>\\jre\\bin to <SupportCenter_Home>\\server\\default\\conf.

Step 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

Step 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

Step 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.
 
 
17. How do I generate a support file or log files ?
 
Every action performed with SupportCenter will be logged in a file. In case of any trouble, generate the Log file (Support Tab >> Support File) and mail us the Log files to supportcenterplus-support@manageengine.com 
 
 
18. How can I schedule a backup ?
 
Create a batch file say, SCP_backup.bat to backup the Supportcenter Plus data with the following code

cd c:\\adventnet\\me\\supportcenter\\bin\

call sd_service.bat -p server\\default\\conf\\wrapper.conf

call backupdata.bat

call sd_service.bat -t server\\default\\conf\\wrapper.conf

Create a scheduled task for this script under Control Panel -> Scheduled Tasks. 
 
 
19. How do I troubleshoot when outgoing emails are not generated ?
 
Verify the following:

1. Outgoing mail settings configured in Supportcenter Plus.
2. Verify whether your email server is configured to relay email to the outside domain. If you are sending the mail to an outside domain then, verify the authentication details you have provided in Supportcenter Plus.
3. Probably the port in which the email notification is sent is blocked by virus scanners. This can be checked with the command from the Supportcenter Plus server machine: telnet <mailservername> 25. Similarly, SMTP will be configured on port 25.
4. If the telnet command does not succeed, then the port has been blocked. If the command succeeds but cannot send the mail from Supportcenter Plus then, the possible reason could be virus scanners blocking any request from java.exe application. Disable the block and verify the issue.
5. Create an OUTLOOK account in the Supportcenter Plus server and enter the same mail server settings (only if you have an alias for the support email address that you have for SupportCenter Plus) then, check whether you are able to send mails using the account. If this fails then the port is blocked, if it is working then please generate the support file (Support tab > Support file) and send it to supportcenterplus-support@manageengine.com. 

 
20. How do I configure the fields that I require in the list view page ?
 
Use the calculator like icon on the right hand side of the list view page to customize the fields. 
 
21. How does contract work ?
 
The link below gives a better understanding on Contracts.
 http://www.manageengine.com/products/support-center/help/
adminguide/contracts/contracts.html 
 
22. How do I apply multiple contracts to a single account ?
 
An account can have multiple products and each product can be associated with a contracts.
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.   
 
23. How do I assign specific solution topics to an account ?
 
Create a template (Solutions Tab >> Topics Template >> Add new template) give the template name and select the topics you would like to show the users of a particular account. Eg: Template name: backup issues
Then, go to Accounts tab -> Select the account name -> click "topics template" and "Assign Template". By doing this, you can filter the topics you want to show the users of an account.

Refer the link provided below to create a Topics Template,
 http://www.manageengine.com/products/support-center/help/
adminguide/solutions/topics-templates.html
 
24. How do Business Rules work?
 
When a new email request arrives in the system, the system will check the criteria defined in the business rules. If any criteria matches the business rules, then it will automatically get applied to the request.
Here is the schematic flow,
Email Request >> Check Criteria >> Apply rules and create tickets.
 
The link given below is a guide for creating business rules,
 http://www.manageengine.com/products/support-center/help/
adminguide/configurations/helpdesk/configuring-business-rules.html
 
25. How do SLAs work? 
 
 http://www.manageengine.com/products/support-center/help/
adminguide/configurations/contract-settings/configuring-service-level-agreement.html
 
26. How do I enable the survey feature ?
 
 http://www.manageengine.com/products/support-center/help/
adminguide/configurations/survey/user-survey.html
27.How do I to hide the availability information of the support team from support rep and contacts ?
 
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.
 
28. How do I hide the customer portal page ?
 
Click on the Admin tab >> Settings option under General Settings block >> Contact Authorization. Enable "Yes" or "No" radio button to Hide/ Unhide the customer portal page.
 
29. How do I enable Supportcenter to work with the phpBB forums ?
 
 http://www.manageengine.com/products/support-center/forums-integration.html
 
30-. How do I configure the solutions in web portal page for users who are not having an account ?
 
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.
 
31. How do I configure the solutions in web portal page for non logged in users ?
 
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.
 
32. How can I enable public/private conversation feature ?
 
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'.
 
33. How to host SupportCenter Plus ?
 
SupportCenter Plus is a web based product that uses tomcat over jboss application server. The programming language is Java and the database backed is MySql. If you have installed the software on one of the servers within your network and if you register an url corresponding to the IP address of the server then, you can access it by typing the url within your network. To make it available to users on the internet, you need to expose the url to the public. Once you have hosted the product on the internet you can access SupportCenter Plus by directly typing in the URL.
 
Requirements :
Optimum Server Configuration : 2 GHz Processor, 2GB RAM, 20GB HDD
Operating System : Windows XP, Windows 2000/2003 Server, Windows 2002 Professional, Redhat Linux 7.2 & above, SuSE Linux, Redhat Enterprise/Advanced Server
Database : MySQL (out-of-the-box), MSSQL 2000/2005
Network : Internet (WAN) or Intranet (LAN)
Browser Requirements : IE 6.0 + SP2 and above, Mozilla Firefox 2.0 & above, Mozilla.
 
Hosting Procedure :
a) Intranet :
Step 1: Install Supportcenter Plus on a box. Configure the hostname and IP address for this box, so that it can be accessed across the LAN. You have to configure this hostname in your DNS against the IP address of the box.
Step 2 :You have to access the Supportcenter Plus application through http://servername-or-ipaddress:portnumber/
Step 3 :The default port on which Supportcenter Plus installs is 8080. This can be changed later. In case you do not wish to change the port but still access Supportcenter Plus on port 80 then, you should do a port forwarding. The port forwarding rule states,
Request on 80 be forwarded to 8080 on the host "servername-or-ipaddress"
 
Port forwarding can be achieved through :

1. Firewall
2. Apache ( Redirection rule )
3. IIS ( Redirection rule )

 
b)Internet :

1. on the DMZ :

Step 1: Install Supportcenter Plus on a box in the DMZ zone.
Step 2 : If the mobile users have to access Supportcenter Plus through a hostname then, you may have to register this hostname on the DNS. ( Service Providers can help you register the DNS against its IP address. )
Step 3 : If SupportCenter Plus is installed on the default port 8080, but, you want the users to access it as http://hostname/ ( ie., on Port 80 ), then a port forwarding rule, as stated below, should be configured in the firewall.
Request on 80 be forwarded to 8080 on the hostname.
In case, you have a NAT, then rule should be like the one below:
Requests on Port 80 on IP Address a.b.c.d should be forwarded to port 8080 on IPAddress x.y.z.w

2. On the WAN :

Step 1 : Install Supportcenter Plus on a box in the WAN.
Step 2 :Register the hostname of this box against its IP address. ( Service Providers can help you do this. )
Step 3 : If Supportcenter Plus is installed on port 8080, you should follow the port forwarding rule as below :
Request on 80 be forwarded to 8080 on the hostname.

34. I have many Business Units configured in SupportCenter Plus. How do I configure the Incoming Mail Server Settings for all the Business Units?

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.