Installation and Getting Started


In Windows

In Linux


In Windows

 

Installation

One-Click Install

 

Follow the steps given below to install and set up the ManageEngine SupportCenter Plus application with One-Click Install.

  1. Download the ManageEngine_SupportCenter_Plus.exe file.

  1. Click the exe file to start the installation. The SupportCenter Plus installation wizard appears. Choose between One-Click Install and Advanced Install (custom settings).

  2. In One-Click Install, SupportCenter will be installed in a single step with default specifications such as,

Installation Directory : C:\AdventNet\ME\SupportCenter

WebServer Port : 8080

Database : MYSQL

 

Click on One-Click Install button.

 

  1. The application begins to get installed as shown below,

  1. On successful installation, the InstallShield Wizard Complete window pops up as shown below,

 

When you choose to start the SupportCenter Service, the SupportCenter Server is started automatically and the client window opens with the login page. If you do not wish to view the readme file or start SupportCenter as a windows service,de-select the options provided.

  1. Click Finish to complete the installation.

 

Advanced Install

 

Follow the steps given below to install and set up the ManageEngine SupportCenter Plus application with Advance Install.

  1. Download the ManageEngine_SupportCenter_Plus.exe file.

  2. Click the exe file to start the installation. The SupportCenter Plus installation wizard appears. Choose between One-Click Install and Advanced Install (custom settings).

  1. On clicking the Advanced Install button, you will be prompt to review the license agreement will be prompt. Click on Yes to accept the agreement.  

 

If you wish to exit the setup then choose No. The exit setup pop up window appears as shown below,

 

  1. On accepting the license agreement, the installation wizard provides you with an option to choose between Trial Edition and Free Edition of the SupportCenter Plus application.

Trial Edition : The Trial Edition is valid only for 30 days and provides two support rep login. It also provides creation/tracking of unlimited accounts/contracts and multiple technicians can be added without login access. There is no other restrictions.

 

Free Edition : Free Edition is restricted to a single support rep login and creation/tracking of 25 accounts/contacts. However, multiple technician can be added without login access. The free edition never expires.

 

 

Choose the appropriate edition for your need and click Next.

  1. The next step is choosing the installation directory. By default, the application is installed in C:\AdventNet\ME\SupportCenter directory.

 

If you wish to change the installation directory, then click Browse button beside the directory path. From the file chooser window, choose the directory of your choice and click Ok. Click Next to proceed.

 

 

Warning: The installation directory or its parent directories must not have any space character in its name.

  1. Enter the port number that has to be used to run the web server. If you already have any application running in the default port (8080), then enter the number of the port that is free and can be used by the web server to run the SupportCenter Plus application server. Click Next.

  1. Choose the Database between MY SQL and MS SQL. By default SupportCenterPlus supports My SQL database, to switch over to SQL database you need to configure SQL server to establish connection and start the server. Enter the details as given below,       

  

 

Note : Need to enable sql authentication as Windows authentication will not work.

  1. Provide a name that needs to appear in the Programs folder. By default, it is AdventNet ManageEngine SupportCenter.

 

Click Next. The application begins to get installed.

  1. On successful installation, the Registration for Technical Support form is displayed. This is an optional form and this enables you to register for technical assistance. By registering, it helps the technical support team to be better informed about your organization and its specific needs and hence provide a more focused support.

 

Enter the details such as Name, contact E-mail ID, Phone Number (helps in making calls for immediate support), Company Name, and Country. Click Next. The following screen is displayed.

 

 

When you choose to start the SupportCenter Service, the SupportCenter Server is started automatically and the client window opens. If you do not wish to view the readme file or start SupportCenter as a windows service,de-select the options provided.

  1. Click Finish to complete the installation.

 

Starting the application

 

As Service  

 

To manually start the SupportCenter Plus application,

  1. Click Start -> Programs -> AdventNet ManageEngine SupportCenter -> SupportCenter Server to start the web server. This takes approximately 2 minutes in a Windows XP, 512 MB RAM, and 1.0 GHZ processor. Generally, the server is started and the web client is also launched in the default browser.
  2. If the web client is not launched automatically, then click Start -> Programs -> AdventNet ManageEngine SupportCenter -> SupportCenter Web Client to start the web client. The application opens the login page in your default web browser.

 

From Command Prompt

 

To manually start the SupportCenter application from the command prompt,

  1. Go to the command prompt ( Start -> Run -> cmd ).

  2. Move to the bin directory on entering the command
    C:\>cd Adventnet\ME\SupportCenter\bin

  3. Run the script using the run.bat command to start the server.

  4. Connect your client at http://localhost:8080 in your web browser. Here you need to replace the localhost with the corresponding server name where the SupportCenter Plus web server is running and the port number 8080 should be replaced with the actual port where the server is running.

  5. The application opens the login page in your default web browser.

  6. Enter your user name "administrator" and password "administrator" to log in to SupportCenter Plus as shown below.

 

As soon as you log in the configuration wizard home page is displayed. Follow the instructions provided in the wizard and click the Next button. To configure your application settings, refer to the Configurations section.

 
 

Shutdown the Server

 

As Service

 

To shutdown the SupportCenter Plus application,

  1. Click Start -> Programs -> AdventNet ManageEngine SupportCenter -> Shutdown SupportCenter. A confirmation message is displayed.
  2. Click OK to proceed with the shut down.  
                                     [OR]
    Right-click on the system tray iconsystem tray iconand choose Shut down Server. A confirmation message is displayed; click OK to shut down SupportCenter Plus.

From Command Prompt

 

To shutdown SupportCenter Plus application from the command prompt,

  1. Go to the command prompt ( Start -> Run -> cmd ).

  2. Click ctrl+c to stop the server.

  3. Enter 'y' to specify terminate operation. The server is shutdown.

 

In Linux

 

Installation

One-Click Install

Follow the steps given below to install and setup the ManageEngine SupportCenter Plus application:

  1. Download the AdventNet_ManageEngine_SupportCenter_Plus_7_Linux.bin file.

  2. Execute the .bin as given below, in your command prompt:

    ./AdventNet_ManageEngine_SupportCenter_Plus_7_Linux.bin

Note :  You need to have execute permissions for executing the .bin type files.

  1. The installation wizard is opened. Choose between One-Click Install and Advanced Install (custom settings).

One-Click Install

In One Click Install, SupportCenter will be installed in a single step with default specifications such as,

 

Installation Directory : C:\AdventNet\ME\SupportCenter

WebServer Port : 8080

Database : MYSQL

  1. The application is installed. If you do not wish to view the Readme file, de-select the check box.
  2. Click Finish to complete the installation.

 

Advanced Installation

 

Follow the steps given below to install and setup the ManageEngine SupportCenter Plus application:

  1. Download the AdventNet_ManageEngine_SupportCenter_Plus_7_Linux.bin file.

  2. Execute the .bin as given below, in your command prompt:

    ./AdventNet_ManageEngine_SupportCenter_Plus_7_Linux.bin

Note :  You need to have execute permissions for executing the .bin type files.

  1. The installation wizard is opened. Choose between One-Click Install and Advanced Install (custom settings).

  2. The second screen displays the License Agreement. You need to accept the license agreement to proceed with the installation. So, select the Yes button accepting the license agreement. Click Next.

  3. The installation wizard provides you with an option to choose between Trial Edition and Free Edition of the SupportCenter Plus application.

    Trial Edition :
    The Trail Edition is valid only for 30 days and provides two support rep login. It also provides creation/tracking of unlimited accounts/contracts and multiple technicians can be added without login access. There is no other restriction.

    Free Edition :
    The Free Edition is restricted to a single support rep with creation/tracking of 25 accounts/contracts. However, multiple technicians can be added without login access. The free edition never expires.

    Choose the appropriate edition for your need and click Next.

  4. Choose the installation directory clicking the Browse button beside the directory path.

  5. From the file chooser window, choose the directory of your choice and click Next.

  6. Enter the port number that has to be used to run the web server. If you already have any application running in the default port (8080), then enter the number of the port that is free and can be used by the web server to run the SupportCenter Plus application server and click Next.

Warning: If you wish to provide a port number lesser than 1024 as the web server port, then you need to be the super-user of the system to successfully install and run SupportCenter Plus application.

  1. The details that you have provided till now will be displayed as below for your confirmation:

    Details of Installation

    Installation Directory: home/<user>/AdventNet/ME/SupportCenter
    Product Size           : 72.6 MB.


    If the displayed information is correct, then click the Next button, or else click the Back button and make the necessary changes and proceed with the installation.

  2. The application is installed. If you do not wish to view the Readme file, de-select the check box.

  3. Click Finish to complete the installation.

 

Starting the application

 

To manually start the SupportCenter Plus application,

  1. Go to the <SupportCenter Plus>/bin directory and execute the run.sh file as given below:

    $ sh run.sh
  2. To start the web client, open a web browser and type the following in the address field:

    http://localhost:8080

    Here, you need to replace the localhost with the corresponding server name where the SupportCenter Plus web server is running and the port number 8080 should be replaced with the actual port where the server is running. The application opens the login page in your default web browser.

  3. Enter your user name "administrator" and password "administrator" to log in to SupportCenter Plus. As soon as you login the configuration wizard home page is displayed. Follow the instructions provided in the wizard and click the Next button.
    To configure your application settings, refer to the Configurations section.

 

Shutdown the application

 

To shutdown the SupportCenter Plus application, execute shutdown.sh file from the bin directory as below:

 

sh shutdown.sh -S

SupportCenterPlus - Customer Support Management Software

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