AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Table Of Contents

INTRODUCTION........................................................................................................ 6
Getting Started (Login Home Page) .................................................................................... 8
Views................................................................................................................................................ 9
License Expiry Alert ....................................................................................................................... 12
Tracking My Tasks......................................................................................................................... 13
Publishing Announcements ........................................................................................................... 16
Reminders...................................................................................................................................... 18
System Requirements ....................................................................................................... 21
Installation and Getting Started ......................................................................................... 22
Uninstalling SupportCenter Plus........................................................................................ 27
Registering SupportCenter Plus ........................................................................................ 28
Contacting AdventNet........................................................................................................ 29
REQUEST................................................................................................................ 30
Request List View Page [Customize, Auto Refresh, Search and more..] .......................... 31
Customizing Request List View ..................................................................................................... 33
Searching Requests....................................................................................................................... 34
Creating a New Request.................................................................................................... 35
Different modes of Creating a New Request ..................................................................... 37
Viewing Request Details.................................................................................................... 39
Editing a Request .............................................................................................................. 41
Deleting Requests ............................................................................................................. 42
Picking up Requests .......................................................................................................... 43
Closing Requests............................................................................................................... 44
Merging a Request ............................................................................................................ 45
Assigning/Unassigning Support Rep to a Request............................................................ 46
Start/Stop Request Timer .................................................................................................. 48
Adding Notes ..................................................................................................................... 50
Adding Tasks ..................................................................................................................... 51
Adding Reminders ............................................................................................................. 53
Duplicate Request ............................................................................................................. 54
Print Preview...................................................................................................................... 55

AdventNet, Inc. 1
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding Resolution.............................................................................................................. 56
Searching Solutions........................................................................................................... 58
Submit For Approval .......................................................................................................... 59
Viewing Contact Details..................................................................................................... 61
View Requests by Contacts............................................................................................... 62
Replying the Contact ......................................................................................................... 63
Forward the Request ......................................................................................................... 65
E-mail the Support Rep ..................................................................................................... 67
SMS the Support Rep........................................................................................................ 69
Request Conversations ..................................................................................................... 71
Viewing Requests Based on Filters ................................................................................... 72
SOLUTIONS ............................................................................................................ 74
Adding a New Solution ...................................................................................................... 75
Editing & Deleting a Solution ............................................................................................. 76
Search in Solutions............................................................................................................ 77
Browsing Solutions by Topic.............................................................................................. 78
Topics Template ................................................................................................................ 79
Managing Topics ............................................................................................................... 80
To Add a New Topic ...................................................................................................................... 80
To Rename a Topic ....................................................................................................................... 80
To Change a Parent topic .............................................................................................................. 80
To Delete a Topic........................................................................................................................... 81

CONTRACTS........................................................................................................... 82
About Contracts ................................................................................................................. 84
Creating a New Contract ................................................................................................... 85
Editing/Deleting Contracts ................................................................................................. 86
Renew Contract ................................................................................................................. 87
Print Preview of Contract ................................................................................................... 88
Search Contracts ............................................................................................................... 89
ACCOUNTS............................................................................................................. 90
Adding a New Account ...................................................................................................... 91
Editing and Deleting Account............................................................................................. 92
Customizing Accounts List View........................................................................................ 93
Convert as Sub-Account.................................................................................................... 95
Accounts Requests............................................................................................................ 97

AdventNet, Inc. 2
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Associate Contact.............................................................................................................. 98
Associate Product.............................................................................................................. 99
Add Contracts .................................................................................................................. 100
Add Advisory.................................................................................................................... 101
Assign Template .............................................................................................................. 102
Importing Sales details from CSV File ............................................................................. 103
Importing Accounts and Contacts from CSV File ............................................................ 104
Customizing Accounts List View...................................................................................... 105
Searching Accounts......................................................................................................... 106
CONTACTS ........................................................................................................... 107
Adding a New Contact ..................................................................................................... 108
Editing and Deleting a Contact ........................................................................................ 109
Reconcile Contacts.......................................................................................................... 110
Associate Accounts with Contacts................................................................................... 111
Contacts Requests .......................................................................................................... 112
Importing Contacts from CSV File ................................................................................... 113
Unapproved Contacts ...................................................................................................... 114
Searching Contacts ......................................................................................................... 115
CONFIGURATIONS............................................................................................... 116
Helpdesk Configurations.................................................................................................. 118
Helpdesk Customizer................................................................................................................... 119
Configuring Category ............................................................................................................... 120
Editing & Deleting Category ..................................................................................................... 122
Configuring Status.................................................................................................................... 124
Configuring Level ..................................................................................................................... 126
Configuring Mode ..................................................................................................................... 127
Configuring Priority................................................................................................................... 128
Configuring Request Default Values ........................................................................................ 129
Request Additional Fields ........................................................................................................ 130
Request Form Customizer ....................................................................................................... 131
Request Preview ...................................................................................................................... 133
Request Closing Rules............................................................................................................. 134
Configuring Mail Server Settings ................................................................................................. 135
Configuring Notification Rules ..................................................................................................... 138
Configuring Groups...................................................................................................................... 140

AdventNet, Inc. 3
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Business Rules......................................................................................................... 142

Scheduled Requests.................................................................................................................... 145
Request Template........................................................................................................................ 147
Time Entry Type........................................................................................................................... 148
Time Entry Additional Fields ........................................................................................................ 149
Account Settings.............................................................................................................. 150
Configuring Industry..................................................................................................................... 151
Configuring Product Types .......................................................................................................... 152
Configuring Product ..................................................................................................................... 153
Product Additional Fields ............................................................................................................. 155
Account Additional Fields............................................................................................................. 156
Sales Additional Fields................................................................................................................. 157
Schedule CSV Import .................................................................................................................. 158
Web Portal Configurations ........................................................................................................... 160
Contract Settings ............................................................................................................. 162
Configuring Support Plan............................................................................................................. 163
Support Services.......................................................................................................................... 165
Configuring Service Level Agreements ....................................................................................... 166
Configuring Operational Hours .................................................................................................... 169
Configuring Holidays.................................................................................................................... 170
User and Related Settings............................................................................................... 171
Configuring Roles ........................................................................................................................ 172
Configuring Contact - Additional Fields ....................................................................................... 174
Configuring Support Reps ........................................................................................................... 175
Configuring Support Rep - Additional Fields ............................................................................... 179
Account Manager......................................................................................................................... 180
User Survey Settings ....................................................................................................... 181
Configuring Survey Settings ........................................................................................................ 182
Defining a Survey......................................................................................................................... 184
Sending Survey............................................................................................................................ 186
Survey Preview ............................................................................................................................ 188
Viewing Survey Results ............................................................................................................... 189
General Settings .............................................................................................................. 190
Configuring Organization Details ................................................................................................. 191
Configuring General Settings....................................................................................................... 192

AdventNet, Inc. 4
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

REPORTS.............................................................................................................. 195
Creating New Custom Reports ........................................................................................ 197
New Query Reports ......................................................................................................... 200
New Scheduled Reports .................................................................................................. 201
Custom Settings .............................................................................................................. 202
Exporting Report as PDF................................................................................................. 203
GENERAL FEATURES ......................................................................................... 204
System Log Viewer.......................................................................................................... 205
Personalize ...................................................................................................................... 206
Feedback ......................................................................................................................... 207
Back up and Restore ....................................................................................................... 208
Changing Web Server Port.............................................................................................. 210
Support Team Availability ................................................................................................ 211

AdventNet, Inc. 5
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Introduction
ManageEngine SupportCenter Plus is a comprehensive help desk management software that
provides help desk agents an integrated console to monitor and maintain requests generated from the
users of various products obtained from an organization and resolve them at the earliest. The
customer support desk plays an important part in the services industry. It is very often the first contact
the users have in their use of products when something does not work as expected. The customer
support desk is a single point of contact for end-users who need help. Without this, an organization
could certainly face losses due to inefficiencies in after sales services.

The two main focuses of the ManageEngine SupportCenter Plus are Request tracking and Customer
Account Management. Using the following modules of SupportCenter, support reps and system
administrators can resolve issues of complex nature in no time and thus reduce the end-user
frustration arising due to time consuming issue resolving process. They can also keep track of the
changing needs of the consumers and hence modify their services to suit the customer requirements
and thus delight them.

• Requests
• Solutions
• Contracts
• Accounts
• Contacts
• Reports

The request module functions as the customer support desk where requests are fetched and
necessary solutions are provided by assigning support reps to resolve issues reported.

When you log in to ManageEngine SupportCenter Plus, the application displays the SupportCenter
Plus home page that contains information on pending requests, overdue requests, requests assigned
to the user who has logged in, individual user's task list, and depending on the user login, the other
dash board views.

Requests: Clicking the Requests tab on the header pane takes you to the request module. This
serves as the customer support desk module where the support requests from individual users are
fetched, tracked, support reps are assigned, and a solution is provided.

Solutions: 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.
To view the solutions, click the Solutions tab in the header pane.

Contracts: Contract management helps you to track all the available contract vendors and their
contract details, to maintain all support contract details in one place. It helps you to know accounts
support plan and support type covered under the contracts. Also it helps to set up email notifications
to renew contracts before the expiry date.

Accounts: The main objective of the customer support team would be to keep track of the various
customer related information and keep it up-to-date. SupportCenter Plus allows you to add your
customer accounts and their contact information, update and track them periodically. The account
information gives you details on the customer's organization and purchase details. This will give you
details about the purchases that the company has made and the kind of support that needs to be
provided to them. To view the Account details, click the Accounts tab in the header pane.

Contacts: 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.

AdventNet, Inc. 6
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

In addition to these, SupportCenter Plus has GUI-rich reports for requests and user survey. There are
predefined sets of reports that help you evaluate the efficiency and productivity of your customer
support team, the load of requests handled by the team, the customer database and their history and
much more. Also, the SupportCenter administrator can configure various helpdesk, customer, and
enterprise-related settings, such as the working hours of the organization, service-level agreements,
user roles, customer details, accounts, contacts, and many more.

Based on the permissions provided by the SupportCenter Plus administrator to each of the users of
the application, you will be able to access the above modules. If you do not have the access
permission, contact your SupportCenter Plus administrator.

Reports: Reports gives you a group of preset support desk reports generated from the data available
in the application. The report types are, Survey Reports, Account Reports, Time Spent Reports,
Overdue Reports, Completed Reports and so on. Apart from the preset reports you can also
customize your reports using Custom Reports option.

AdventNet, Inc. 7
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Getting Started (Login Home Page)

Login Index Page
The login page of all users of SupportCenter Plus has various useful information displayed that
enables an administrator, a support rep , or a contact to take necessary action. The following are
available in login home page, based on the login credentials of the user:
1. My View, Global View, Support Team. Click the link for more information.
2. License Expiry alert and prompt for registering SupportCenter Plus. Click the link for more
information.
3. Reminders. Click the link for more information
4. My Tasks. Helps you to track all your tasks. Click the link for more information.
5. Announcements. Click the link for more information.
6. Quick Create/ Search Items/ Recent Items.

Quick Create

You can create a request quickly using the Quick Create - New Request form. This form is
available in the SupportCenter Plus home page and in requests list page. For more information
refer Creating a New Request

Search Items

You can search items by selecting the Search in name from the combo box and by specifying
the relevant Keyword in the given text field.
Click Go to search for the specified details.

Recent Items

When you are using the ManageEngine SupportCenter Plus application, the application tracks
your last viewed items and lists them in the Recent Items block on the left side. This has a list
of the last 10 items that you viewed in the application, with the latest viewed item appearing on
the top of the list. Clicking the hyperlinked item takes you directly to the item's details.

Other than this you have Feedback, Personalize on the top right hand side of the page. Click
the link for more information.

AdventNet, Inc. 8
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Views
My View
SupportCenter Plus login home displays My View page with information on the request summary of
the requests assigned to the user who has logged in. In the case of contacts, My View displays
information regarding the requests that have been raised by them.

My View page also displays My Tasks and Announcements. Click the link for more information.

In the support rep/administrator login of SupportCenter Plus, My View tab displays the following
information:
1. Number of Overdue Requests that are assigned to the support rep.
2. Number of requests that are Due for that day.
3. Number of Pending Requests that are assigned to him/her.
Clicking the links to open the corresponding list view.

Global View

Global view is available depending on the login authorization permissions provided to the various
supervisors. If you have permissions for the same, you will be able to see the Global View tab just
beside the home page My View as soon as you login to the application.

The global view displays the following information:

• Requests by block displays the Open, OnHold and OverDue status of the Requests by
Support Rep, Category, Level, Priority, Mode & Accounts. These options should be
selected from the drop down combo box.

AdventNet, Inc. 9
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Example: On Selecting Support Rep option from the combo box, you can see all the available
support reps name getting listed one after the other in the block. Against each the support reps
name you can see the number of Open, On Hold, and Over Due requests they have. Also it
gives the total of all the open, on hold and overdue requests finally.

To view all the open requests on your name, click the number specified under the open request
title. This will open the list of all the open requests on your name.

• Requests Inbound block, shows the graph of requests count that have come in during a
specific time period such as, This week, Last Week, This Month and Last Month requests.
You can select these options from the combo box provided at the corner of the block.

AdventNet, Inc. 10
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Support Team
This tab lists, all the available support reps. If the support rep is logged in to the application, then the
login status would be IN if the support rep is not logged in to the application, then the login status
would be OUT. log in status of the support rep is also shown based on the Default Online Status
settings in Admin module.

For the contact to view the support teams availability information, People option in general settings of
the Admin module should be enabled. Else the online status of the support team would be OUT.

AdventNet, Inc. 11
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

License Expiry Alert

Just below the header tabs the license expiry alert will be displayed. This provides details, such as the
number of days the existing license is valid, the date by which the license has to be renewed, sales
contact email ID, link to apply the upgraded license, and a combo box where you can set the number
of days after which you want this reminder to be displayed. Once you choose the number of days from
the combo box and click OK, the reminder will disappear and will again be displayed after the
specified time frame.

If you do not want to choose the number of days and want the reminder to be available every time you
login, then clicking Hide link at the top left corner of the license expiry alert box will temporarily hide
the alert box.

To register SupportCenter Plus, you can just click the link click here to apply in the license alert box.
This opens the license upgrade window. To apply the license, refer to the topic Registering
SupportCenter Plus.

AdventNet, Inc. 12
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Tracking My Tasks
My Tasks on the right hand side of the home page --> next to the my requests summary block, shows
all the Tasks assigned to you. These tasks could be added by you as a personal reminder of the due
by tasks. Or it can be the tasks assigned to you by other supervisors.

You can also assign tasks to other supervisors using this option. On adding the tasks to other
supervisors, the added tasks will be listed in their home page under the My Tasks block and the
supervisors will be able to view the tasks immediately on logging in to SupportCenter Plus application.

All your tasks including the requests assigned on your name can be added to this list as My Tasks,
but you cannot maintain the log for the requests entered under my tasks list.

To add new tasks to your task list,

1. Log in to the SupportCenter Plus application using your user name and password.
2. From the login home page, you have My Tasks block on the right hand side of the home
page.

3. Click the Add New button at the down left corner of the My Tasks block. This
opens the Tasks page as shown below,

4. Specify the Title of the task in the given text field. This is a mandatory field.
5. Specify relevant information about the task in the Description text box.
6. Select the Scheduled Start Time & Scheduled End Time from the calender button. The
scheduled start time and end time specified by the task owner is a tentative time schedule.
7. Select the Actual Start Time & Actual End Time from the calender button. The actual start
time will be entered by the supervisor doing (owning) the task. The actual start time and end
time is the real time schedule of the task.
8. Select the Owner of the task from the combo box.
9. Specify the Status of the task. By default the status of the task will be Open.
10. Specify any relevant comment or summary about the task in the Comments field.
11. If you wish to be reminded of the task previously then select the Remind me before option
and select the number of days from the combo box. This option will be selected based on the
scheduled start time.

AdventNet, Inc. 13
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

12. Save the task. The new task is added and is listed along with the already existing tasks in the
ascending order based on date and time.

Striking out the completed Tasks,

When you have completed the task, you can just strike out the task to indicate that it is completed.
1. From the login home page, you have My Tasks block on the right hand side of the page.
2. Click the radio button of the task to be striked off. You can see the task striked off with a
tick on the radio button.
[OR]
3. Click the task's hyperlink to be striked off. This opens the tasks page in editable format.
4. In the Task State field, select Completed option.
5. Click Save button. The task is struck through to indicate that it is completed.

Viewing the Tasks

1. From the login home page, you have My Tasks block on the right hand side of the page.

2. Click the Show All button this opens the Show All Tasks page as shown below,

To change the task state,

1. Select the check boxes beside the Tasks to, change the state.
2. Click Close button. You can see the Status of the task changed to Closed.
To delete the task,
1. Select the check boxes beside the Tasks to be deleted.
2. Click Delete button. The task is deleted from the list. To view the changes in the
SupportCenter Plus home page, refresh the page.

AdventNet, Inc. 14
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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

Note: The My Tasks option is available for contacts accessing SupportCenter Plus
through Self-Service Portal also and is dependent on the access privilages provided by
the SupportCenter administrator.

AdventNet, Inc. 15
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Publishing Announcements
SupportCenter Plus allows you to publish announcements company wide or just to the support reps
group. The announcement board is available in the login home just below the My View tab. You can
add, edit, and delete announcements.

The recent announcements will be displayed in the box. To view all the announcements (even
completed ones), click the Show All button. This will display the list of all announcements added till
date.

To view an announcement, click the Announcement Title to open the complete announcement
details in a pop-up. If there are more than one announcements, then you will notice a Previous and
Next button in the pop-up. Using this you can navigate through the announcements list and view all
the announcements without closing the pop-up window.

To Add New Announcement,

1. Login to SupportCenter Plus using the user name and password.
2. From the login home page, if you have permissions to add an announcement, you will notice
the Add New button in the announcements box as shown above. Click the Add New button.
This opens the Add New page.
3. Enter the Announcement Title. This can be a short statement that describes what the
announcement. This is a mandatory field.
4. Type the Announcement Content in the text box provided for the same.
5. Select the From date and To date using the calender icon beside the respective fields.
6. If you wish to publish the announcement only to the support reps and do not wish to expose it
to your contacts, then select the check box Show this announcement only to support reps.
7. If you would like to send the announcement as mail then select this option.
8. Click Save. At any point of time, you do not wish to add the announcement, click Cancel.
The announcement will be added and the pop-up will display the announcement details as entered by
you. The announcement title will be displayed in the login home in bold text in the announcement box
with a new icon beside it.
In the home page, If the announcement is shown only to the support reps then the announcement
icon will be shown with a small attachment at the end.

To Edit an Announcement
1. From the login home page, click the title of the announcement that you wish to edit. This
opens the View Announcement pop-up. If you have permissions to edit / delete the
announcements, you will see an Edit and Delete button.
2. Click Edit button. This opens the announcement in editable format.

AdventNet, Inc. 16
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

3. Modify the details and Save the changes. At any point of time, you do not wish to edit the
announcement, click Cancel.

To Delete an Announcement
1. From the login home page, click the title of the announcement to be deleted. This opens the
View Announcement pop-up. If you have permissions to edit / delete the announcements,
you will see an Edit and Delete button.
2. Click Delete button. A confirmation dialog pops up.
3. Click OK to delete, and Cancel to retain the announcement.
Alternatively,
1. From the login home page, click Show All button in the Announcements box. This opens
the Manage Announcements page.
2. Select the announcement to be deleted by enabling the check boxes.
3. Click Delete. A confirmation dialog pops up.
4. Click OK to delete, and Cancel to retain the announcements.
Note: If the announcements are open for everyone to view and not restricted to the
support reps alone, then in the contact login, the contacts will be able to view the
announcements by clicking the title of the announcements. Only announcements that
have a completion time beyond the current date will be visible for the contacts.

AdventNet, Inc. 17
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Reminders
ManageEngine SupportCenter Plus provides you with the option of tracking your tasks everyday. The
tasks that you add to the My Reminders list act as substitute for your sticky notes or post-it notes
which you would use to remember your tasks for the day.

To add new tasks to your reminders list

1. Log in to the SupportCenter Plus application using your user name and password.

2. Click Reminders link just below the header tabs on the right hand side of the
page. This opens the My Reminder (s) form.

3. Click +Add New link at the bottom of the my reminders form. This opens the
Reminders page as shown below,

4. Specify the task summary in the text field provided at the left side of the page.
5. Select the Date & Time for the reminder. The date field is set to the today's date and the time
is set by default as 11:00 AM. Change the date and time settings. To change the date, click
the calender icon beside the date field and choose the date of your choice. From the time
combo box, choose the time at which the task is scheduled. The values in the combo box are
available in a gap of 15 min time interval.
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 task is added and is listed along with the already existing tasks in the
ascending order based on date and time as shown below,

AdventNet, Inc. 18
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Striking out the Task

When you have completed the task, you can just strike out the task to indicate that it is completed by
selecting the radio button beside the task summary. Alternatively,
1. Click the Reminders link. This opens My Reminders form.
2. Click the task status radio button in the reminders form to change the task status from
incomplete to Completed. The task is struck through to indicate that it is completed.

View the Tasks

1. Click the reminders button on the top right hand side of the page. This opens the My
Reminders page.
2. Click the Show All button this opens the Show All Reminders page as shown below,

Changing the reminder status

1. Click Show all at the bottom right of the My Reminders note. This opens the
Showing All Reminder page.
2. Select the check boxes beside the Reminder Summary for which you wish to
change the state.
3. Select the state from the Change Reminder State To combo box, select the
reminder state to Completed.
4. Click Change button to change the status of the task. To indicate the change the task
would be striked of.
To delete a task
1. Click the Reminders link. This opens My Reminders form.
2. Click the Delete radio button available beside the status radio button. You can see
the reminder deleted from the list.

AdventNet, Inc. 19
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

You can also delete the tasks by following these steps:

1. Click Show all at the bottom right of the My Reminders note. This opens Showing
All Reminder page.
2. Select the check boxes beside the Reminder Summary of the tasks to be deleted.
3. Click Delete button. A pop up window pops up to get your confirmation on the delete
operation. Click OK to proceed. The task is deleted from list. To view the changes in
the home page, refresh the page.
The advantage of moving the task to completed state instead of deleting it completely is that, you can
revert the state of the task to Open again and edit its attributes. But once you delete the task, it is
completely removed from the application and cannot be retrieved.

Note: The My Tasks option is available for contacts accessing SupportCenter Plus through
Self-Service Portal also.

AdventNet, Inc. 20
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

System Requirements
Hardware

CPU Pentium III 800 MHz or above

RAM 512 MB or above
Disk Space 200 MB
Display High Color

Operating System

• Windows 2000 + SP4

• Windows 2000 / 2003 Server
• Windows XP Professional
• Windows Vista
• Red Hat Linux 7.2 and above
• Linux Debian 3.0

AdventNet, Inc. 21
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Installation and Getting Started

• In Windows
• In Linux

In Windows
Follow the steps given below to install and set up the ManageEngine SupportCenter Plus application:

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). 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

Advanced Install

Follow the instructions given in the wizard to successfully set up SupportCenter Plus
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. Free Edition never expires but is restricted to a single support rep login.

AdventNet, Inc. 22
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

The Trial Edition is valid only for 30 days and provides two support rep login. There
are no other restrictions. Choose the appropriate edition for your need and click Next.
2. Choose the installation directory by clicking the Browse button beside the directory
path. From the file chooser window, choose the directory of your choice and click
Next.

Warning: The installation directory or its parent directories must not

have any space character in its name.
3. 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.
4. 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,
• Host Name: Enter the IP Address/host name in which the database is
available. The default host name is 'localhost'.
• Port: Specify the port in the given text field. The default value is 1433.
• Database : By default the database name will be supportcenter in non-editable
format.
• User Name: Specify the user name to login to the server in the given text field.
• Password: Specify the password for the username in the given text field. Click
Next.

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

5. Provide a name that needs to appear in the Programs folder. By default, it is

AdventNet ManageEngine SupportCenter.
6. Click Next. The application is installed.

AdventNet, Inc. 23
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

3. 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.
4. 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.
5. Click Finish to complete the installation.
If you installed the application with One click Install, the ManageEngine SupportCenter Plus
program group is created in the Start menu. Also, the SupportCenter server will be started and the
client window opens with the login page. Enter the user name and password to log in to the
application.

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.
3. Enter your user name "administrator" and password "administrator" to log in to
SupportCenter Plus. 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.

AdventNet, Inc. 24
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

To shut down 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 icon and choose Shut down Server. A confirmation message
is displayed; click OK to shut down SupportCenter Plus.

To reinitialize the server

1. Go to <SupportCenter>\bin directory.
2. Execute reinitializeDB.bat to reinitialize the server. Please note that all the data in the
server will be lost when you reinitialize.

In Linux
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, at your command prompt:

./AdventNet_ManageEngine_SupportCenter_Plus_7_Linux.bin

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

3.
4. The installation wizard is opened. Choose between One Click Install and Advanced Install
(custom settings). 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

Advanced Installation
1. The second screen displays the License Agreement. You need to accept the license
agreement to proceed with the installation. So, select the radio button accepting the
license agreement.
2. Click Next.
3. 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. Free Edition never expires but is restricted to a single support rep login.
The Trial Edition is valid only for 30 days and provides two support rep login. There
are no other restrictions. 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.

AdventNet, Inc. 25
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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.
7. 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.
4. The application is installed. If you do not wish to view the Readme file, de-select the check
box.
5. Click Finish to complete the installation.
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.

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

sh shutdown.sh -S

To reinitialize the server

1. Go to <SupportCenter Plus>/bin directory.
2. Execute reinitializeDB.sh to reinitialize the server. Please note that all the data in the
server will be lost when you reinitialize.

AdventNet, Inc. 26
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Uninstalling SupportCenter Plus

• In Windows
• In Linux

In Windows
To uninstall SupportCenter Plus from Windows
1. Click Start -> Programs -> AdventNet ManageEngine SupportCenter Plus -
> Uninstall SupportCenter.

In Linux
To uninstall SupportCenter Plus from Linux
1. Go to <SupportCenter>/_uninst directory.
2. Execute uninstaller.bin as below:

$ ./uninstaller.bin

AdventNet, Inc. 27
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Registering SupportCenter Plus

Once your trial evaluation period is over, you need to register the SupportCenter Plus application. To
purchase the application, please contact [email protected]. They will send you the registered
license file. Using this license file, you can register the SupportCenter Plus application.

To register SupportCenter Plus

1. Log in to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the License link available at the right top of the application. The License window is
opened.
3. Click the Browse button to locate the license file sent to you when you purchased the
application.
4. From the file chooser window, select the license file and click Open.
5. Click Apply.
The registration of the SupportCenter Plus application is complete. You can continue using the
application.

AdventNet, Inc. 28
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Contacting AdventNet
• AdventNet Headquarters
• Sales
• Technical Support

AdventNet Headquarters

Web site www.adventnet.com

AdventNet, Inc.
5200 Franklin Dr, Suite 115
Pleasanton, CA 94588, USA
AdventNet Headquarters
Phone: +1-925-924-9500
Fax: +1-925-924-9600
E-mail: [email protected]
AdventNet Development Centre (I) Private
Limited
11 Sarathy Nagar,
Vijayanagar,
AdventNet Development Center
Velachery, Chennai 600 042 INDIA
Phone: +91-44-22431115 (10 lines)
Fax: +91-44-22435327
E-mail: [email protected]

Sales
For purchasing ManageEngine SupportCenter Plus from any part of the world, log into
www.supportcenterplus.com Or you can also send a mail to [email protected].

You can also call the AdventNet headquarters at the following numbers:
Phone: +1-925-924-9500
Fax: +1-925-924-9600 and request for Sales

Technical Support
One of the value propositions of AdventNet 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 in to 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.

AdventNet, Inc. 29
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request
Request List View Page [Customize, Auto Refresh, Search and more..]
ManageEngine SupportCenter Plus request module helps you to manage the services provided by
your customer support team. The requests module can be used to track outstanding and overdue
requests that need immediate attention and thus improves the response time and resolution time of
your customer support team. Apart from this, SupportCenter Plus allows you to add relevant notes
pertaining to the request that is being handled. This note can contain any information such as the
exact scenario of the request or how the issue was resolved. Also every action performed on the
request in the SupportCenter Plus application is stored in the Request History.

Clicking the Requests tab on the header pane takes you to the request module. Here the term
request denotes any service that is requested by your customer from the customer support team. The
requests can be submitted to the system via mail or a web-based form. Sometimes, the requests can
also be placed through a phone call during which, the help desk agent has to record the details of the
phone call in the web-based form and assign priority and support rep based on the urgency of the
request. The various actions that one can perform in the request module are explained in the
respective sections.

To ease the process of tracking the requests posted by individual contacts, a Self Service Portal has
been provided. This can be used by the individual contacts to track the status of their requests and to
look up solutions from the online knowledge base. To access this self-service portal, the contacts
need to log in to the SupportCenter Plus application using their respective user name and password.
For more details on self-service portal, refer to Self Service Portal topic.

AdventNet, Inc. 30
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request List View Page [Customize, Auto Refresh, Search

and more..]
Viewing Request list View Page
Request list view displays various useful functionality for the benefit of the users. Following are the
features available in the request list view page.
1. Quick Create Click the link for more information
2. Search Click the link for more information
3. Custom View Click the link for more information
4. Request Filters Click the link for more information
5. Customize Request list view
6. Request List View
Request list view page displays all the incoming request to SupportCenter Plus. From the list
view page you can do the following set of actions,
• New Request Click the link for more information on these features.
• Edit Request Click the link for more information on these features.
• Delete request Click the link for more information on these features.
• Pick up request Click the link for more information on these features.
• Close Click the link for more information on these features.
• Merge Click the link for more information on these features.
• Assign requests to Support Rep. Click the link for more information on these features.
8. Setting Requests per page and Navigation
To view the whole list of requests available in the SupportCenter Plus application, click the
Request tab in the header pane. This lists all the open requests available in the SupportCenter
Plus application. You can set the number of requests that you would like to view in a single
page.
1. From the Requests list page, click the drop-down box (shown in the figure below):

2. From the drop-down list, select the number of records that should be displayed in a
single page.
3. Click the forward arrow and backward on the top of the request list view page to go
the next and previous pages as shown below,

9. Auto Refresh
You have an option to auto refresh request list view page in SupportCenter Plus. On setting the
refresh time in the application, the page gets refreshes automatically for every specified time.
To auto refresh list view page,
1. From the Requests list view page on the top right corner of the page, you will see an
editable field, Refresh this page. By default, the value is set to Never.
2. Click the edit icon beside the value Never.
3. From the drop down list select the frequency of refreshing the page.
4. Click Set.

AdventNet, Inc. 31
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

You can also apply various filters to this list and view only a specific group of requests that you
would like to view. This filtering helps you focus on just the requests that you wish to look at.

AdventNet, Inc. 32
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Customizing Request List View

ManageEngine SupportCenter Plus allows you to customize the request list view to include columns
of your choice.

To customize the list view

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Requests tab in the header pane. This opens the request list view page.
3. Click the column edit icon available at the corner of the request list headers. This opens the
available columns that can be displayed in the list view. All those that are visible currently, will
have selected check box beside them.

4. To remove a column, remove the selection from the respective check box.
5. To add a column to the list view, select the unchecked select box beside the column name.
6. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
7. Click Save.
This will add only the selected column to the list view.

AdventNet, Inc. 33
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Searching Requests
ManageEngine SupportCenter Plus gives you an option to search for requests using a keyword
search. All requests that match the keyword that you have provided in the search will be displayed.

To do a keyword search in requests,

1. Log in to SupportCenter Plus application using your user name and password.
2. On the left hand side of the web client, there is a Search block as shown in the figure below,

3. In Search in drop-down box, select Requests option. This option will be selected by default.
4. In the Enter Keyword text field, type the search string that you wish search for in the
requests.
5. Click Go or press the Enter key on your keyboard. All the requests that match the search
string are listed.
You can also do a column-wise search of requests. To perform a column-wise search,
1. Click the search icon at the end of the request list view headers. This opens the search field
just below every column that is visible in the list view.
2. Enter the search key in field under the column of your choice.
3. Click Go. The search results matching the search string(s) are displayed.

Note: The search would return the results for any of the text fields of the request. You
will not be able to search for a request based on any of the date fields of the request.

AdventNet, Inc. 34
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Creating a New Request

Any incident or service request or request for information can be sent to the supportdesk team. The
requests can be on anything from general to defective item issue, quality issue, replacement query,
transportation problem, warranty problem and so on.

These requests can be sent to the supportdesk team in three different ways 1) Requester can call the
supportdesk support rep and tell him the requirement and he will in turn file a request. 2) You can
submit your query through web-based new request form, like logging in to the self-service portal and
filing a request 3) Or you can sending an E-mail to the supportdesk team, which will automatically get
logged as a service request in SupportCenter Plus.

To create a new request using the web-based form,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request details page.
3. Click the New Request link available on the left hand side of the page below the
SupportCenter Plus logo. [OR]
Click the New Request button in the request list view page. This opens the Add New Request
form.
4. From the New Request form, specify the Request Details by selecting the Mode of request
submission, Level and Priority of the request from the combo box.
5. Select the Status of the request. By default Status of the request would be Open.
6. Specify the Owner Details by providing the owner for the request. Select the Group to which
the request belongs.
7. On selecting the Group, Support Rep associated with the Group alone will get listed in the
Support Rep drop down list. Select the Support Rep for the request from the combo box
8. Specify the Contact Details of the requester by selecting the Name, Product, Account/Sub
Account, Email, Phone and Mobile of the requester.
1. To select the Contact Name click the requester lookup button ( ). The Contact
List window pops up as shown below,

From the above list of contacts, click the hyper-linked contact Name to choose the
contact.

If the contact list is huge, then you can choose to view only a select group of contacts by
clicking the alphabets at the top, or by entering a search string and clicking Go. Now
choose the contact name. The name of the contact is displayed in the Name field in the
Contact Details block. If there are any other details associated with the contact, such
as Contact Number, Product, and Account Name, then the relevant details will be
populated in the respective fields.

AdventNet, Inc. 35
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

2. On selecting the Contact name from the combo box, if the Contact number and
Account Name is available then these values gets populated automatically.
3. Select the Product to be associated with the request from the combo box.
10. Classify the request Category by selecting the Category, Sub-Category and Item from the
combo box.
11. All the Additional fields for the request (if available) gets displayed under this Category
details block before the Subject field. Apart from the available fields in the new request form,
you can define your own organization-specific additional fields that need appear in the New
Request form.
To add additional fieds, Click the Admin tab in the header pane ---> click the Helpdesk
Customizer icon ---> Click the Request Additional Fields option. Specify the additional fields
to be added in the new request form.
Also depending on the fields, enter the required values for the fields. To know more about how
to add user-defined fields in the new request form, refer to the Configuring Additional Fields
section in the request form under the Helpdesk configurations.
11. Specify the Subject of the request in the given text field. This is a mandatory field.
12. Provide a brief description about the request in the Description field.
13. If you would like to attach Attachments to the Request then click Attach a file button beside
the Attachments field. This opens an Add/Remove Attachment pop-up window as shown
below,

1. Click the Browse button and select the file to be attached from the file chooser
window and click the Open button.
2. Click the Attach button. The selected file will be listed below the Attached Files
heading. If you have more files to choose, follow steps 2 and 3 repeatedly till you
have attached all the relevant files. Please ensure that the total size of the
attachments does not exceed 5 MB.
3. Click Done. The selected files are attached to the request.
Once you have done all the above, click Add request button. The request gets added to the list of
requests and can be viewed from the request list view which can be invoked by clicking the Request
tab in the header pane.

AdventNet, Inc. 36
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Different modes of Creating a New Request

There are different modes of placing a request to the support desk team, such as web-based form, e-
mail notification and phone call. SupportCenter Plus provides options to log details of a request
originating in any of the above-mentioned forms.

Modes of Creating a Request

You can create a new request in one of the following methods:
1. E-mail the request to the help desk team. This e-mail will be automatically converted to a new
request in the SupportCenter Plus application.
2. Call up the help desk agent and report an issue or explain the nature of your request. The
help desk agent will manually feed in the details into the application through the web-based
New Request form available in the Request module.
3. To create a request using web-based form, log in to the SupportCenter Plus application using
your own user name and password and click the Request tab ---> click the New Request
button and fill in the details in the New Request form and send the request.
Using web-based form you also have other options to create a request such as, Quick Create
and Apply Template.

Quick Create
You can create a request quickly using the Quick Create - New Request form. This form is available
on the left hand side of the SupportCenter Plus home page and in the requests list page.

Enter the Contact Name, Email ID, Phone, Mobile, Request Title, and Description of the request.
And select the Account details from the combo box and click Save. You select the contact name by
clicking the user look up button beside the name field. If you feel you want to add more details
before submitting, then you can do so by clicking the Add more Details link beside the Save button.

AdventNet, Inc. 37
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

The Quick Create - New Request form comes in handy when help desk agent is loaded with work.
He/she just has to enter the contact name, request title, and description. The other details can be
filled in by the support rep who handles the request.

Apply Template
You can also quickly create a request using the request templates. Select any one the template
relevant to the request by clicking the New Request link on the top left hand side of the page. On
selecting the template a request form with pre-filled values will be displayed, you have to just specify
the Name in the form and click Add Request button to create a request.
If the required request template is not listed in the combo box, then create a new request. Also you
can create a new request template using Request Template option in the admin tab.

There can be other modes of requests also by which requests can get created. For more information
on how to add additional modes, refer to Configuring Mode section.

AdventNet, Inc. 38
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Viewing Request Details

To view a request available in the SupportCenter Plus Request module
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request details page with all open
requests by default.
3. Click on the Title of the request to be viewed. This opens the View Request page that
contains tabs: Request, Resolution, and History.
In the request tab, the data is grouped in a logical manner. By default Request details page displays
Request Details, Contact Details, Contract Details & Time Spent Details of the request. The
Request ID is displayed on the top left corner of the page below the tabs. The Status and Priority of
the request is displayed on the top right corner of the page.

Note:You also have other blocks displayed in this page such as Conversations, Discussion Notes
& Time Spent blocks. These blocks gets displayed on adding the same to the request.

Viewing Request Details

The Request Details block displays the Status, Group, Category, Sub Category, Item, Support Rep,
Priority, Mode, Level, Created Date, Due Date, Product, Created By and additional fields (if available).

You have inline edit option to edit all the request details under this block. To edit the details click the
link available for each of the request details against each field. Say for ex. If you wish to change the
Support Rep Jeniffer Doe to John Abraham for Request ID 14 then click the name of the Support Rep
and select the name from the list.

Viewing Contact Details

The Contact Details block displays the requester details such as the Contact Name, Contact
Number, Account, Sub account, Email Address & Mobile Number of the requester. You also have
inline edit option to edit all the requester details under this block. To edit the details click the link
available for each of the requester details against each field.

Viewing Contract Details

The Contract details block displays the contract associated with the Account will be listed under this
block. You have Contract Covered, Support Type, Support Plan and Cost Per Incident details listed
under this block.

Discussion Notes
Once you add a note to the request the Discussion notes gets displayed in descending order of their
date of creation just below the Contract Details block. If you select the option "Show this notes to
requester" then the note will be displayed as Public. Else will be listed as private. You also have an
option to edit or delete the discussion notes.

Viewing Conversations
Conversations block on the top of the page displays all the mail transactions, threads that have been
exchanged between the support rep and the contact related to the request. Click the View Contact
Conversations link to view the history of all the conversations. Conversations that are listed in the
ascending order of the time.

AdventNet, Inc. 39
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Time Spent Details

Finally, you can enter the time spent details for the request.
1. Click Add Time Entry button. This opens the Add Time Entry page. The Subject and
Contract details will be displayed at the top of the page.
2. Select the support rep name whoever is handling the request from the Support Rep combo
box.
3. Select the Time Entry Type from the combo box. Ex: If the support rep has provided
necessary information to the requester but he has not completely resolved the request. In this
case the support rep can specify the Time Entry Type as Consulting.
4. Select the date and time when the work log is filled from the Executed Time calender button.
5. Specify the total Time Taken in Hours and Minutes.
6. Specify the Additional Cost in $ if any in the given text field.
7. Specify the Total Cost in $ in the given text field.
8. Specify the Description about the time spent details in the given text box.
9. Click Save.

Viewing Resolution
To view the resolution for the request in the view request page,
1. Click the Resolution tab. This opens the Resolution page.
2. If there are no resolution for the request then you get a blank page. To search for resolutions
from the solutions database, click Search Solutions link.
3. The resolution is a documented information on how the issue was resolved. This documented
information will be very useful to resolve the issue as well as for future reference. Resolution
added to the knowledge base as an article can be searched by contacts for resolving the
issues.

Viewing History
To view the request history from the time of its creation, click the History tab in the view request
page. The details that are displayed in the history are in the ascending order with the earliest
performed action shown at the top of the page and the latest action at the bottom of the page. From
here you can check the notification history, that captures all the mails/SMS that have been sent for
that request apart from the conversation history that is tracked in the Request Tab. To view this you
need to click the Notification History link.

AdventNet, Inc. 40
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Editing a Request
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Requests list view page with all the
open requests by default.
3. Click the Title of the request to be edited [OR] click the Edit icon beside the request title.
This opens the request form in the editable format.
4. Modify the details and Update the changes.

To edit more than one Requests,

More than one requests raised for a similar issue can be grouped together and edited simultaneously.
1. From the request list view page, select all the requests to be edited by enabling the check
box.
2. Click Edit Request button in the request list view page. This opens the Edit Requests page.
The title displays the requests number that are grouped together to edit. Edit the Request,
Owner & Category details of the requests.
3. Specify the Reason for Updating the request in the given text field.
4. Click Update button to save the changes.
This comes very useful when there are group of requests of same issue wherein the technician can
select all the requests and edit the details in a single shot without editing each request one by one.

AdventNet, Inc. 41
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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

To delete individual requests

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request list view page.
3. Click the Title of the requests to be deleted. This opens the View Request page.
4. Click the Actions menu on the right hand side of the page and select the Delete option.
5. A dialog box window pops up asking your confirmation on the delete operation.
6. Click OK to proceed deleting. Click Cancel to abort deletion.
To delete more than one request at a time
1. In the request list view page, select the requests to be deleted from the list by enabling the
check box.
2. Click the Delete button. A dialog box pops up asking your confirmation on the delete process.
3. Click OK to proceed. Click Cancel to abort deletion.

AdventNet, Inc. 42
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Picking up Requests
You can self-pick up all the unassigned requests by yourself and assign the requests in your name.
This self pick-up option helps to increase the efficiency and turn around time of the support desk
team. The waiting time of the request is reduced as they are assigned and answered sooner by the
support reps.

To pick up requests,
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Requests tab in the header pane. This opens the request list view page with all the
opens requests by default. The unassigned requests will be in bold font.
3. Select the requests you would like to pick up by enabling the check box. Click Pick Up button.
The selected request will be assigned to you.
(OR)
You can also pick up requests after viewing the request details.
4. Click the title of the request to open the View Request page.
5. Click Assign menu. Select the Pick Up option to pick up the request.

AdventNet, Inc. 43
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Closing Requests
When a request is completely attended and the reported problem by the contact has been solved,
then the request can be closed by the support rep.

To close a request,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the request list view page.
3. Click the Title of the request to be closed. This opens the View Request page.
4. Click the Close menu and select the Close link to close the request. Once you close the
request a success message will be displayed on the top of the page. Also If you have enabled
the notification rules then, on closing the request a notification mail will be sent to the
requester.
Alternatively you can also change the status field to Closed while the request is in editable mode.

You can reopen a request from the closed state. To do this, open the closed request in editable mode
and change the status field from Closed to Open. The completed date will be removed once the
request is reopened. 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.

Close without Notification

You also have an option to close the request without sending a notification to the contact even though
the notification rule is enabled.

Example: If a request is closed and a notification is sent to the contact, and if the contact has auto
reply system then a reply mail will be generated and sent to the SupportCenter Plus. This reply mail in
turn will open the closed request automatically. Once again if you close the request the same process
will continue. So to sop this chain process, you can choose to close a request without sending a
notification to contact.

On Selecting this option under the Close menu on the right hand side of the View Request page will
overrule even if the notification rule is set in the application.

To close more than one request at a time

1. From the Request list view page, select the requests to be closed by enabling the check box.
2. Now click the Close button. All the selected requests gets closed.

To view the closed requests

1. From the Request list view page, select Completed Requests from the Filter drop-down
menu. This will list all the closed requests.
2. Click the title of the request to view the request details. Click My Completed Requests to
view the requests assigned to you and closed by you.

AdventNet, Inc. 44
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Merging a Request
Two or more similar requests can be merged together as one and assign it to a single support rep for
the request.

To merge requests,
1. Login to the SupportCenter Plus application with the user name and password.
2. Click the Title of the request to be merged. This opens the View Request page.
3. Click the Actions tab on the right hand side of the page. Select Merge Requests link. This
opens Merge this Request page as shown below,

4. You can search for specific request by providing a search string in the field provided above.
You can also select the request type from the Show combo box.
5. To confirm if the request to be merged is the correct one, you can view the request by clicking
the subject of the request.

6. Click the Merge Request icon to merge two requests.

7. A confirmation dialog box opens asking your confirmation on the merge request operation.
Click OK to proceed.

Splitting Merged Requests

You also have an option to split the merged requests. To split the request,
1. Click the View All Conversation link from the View Request page,

2. Click the Expand All radio button beside the request.

3. Click the Split as New Request button on the right hand side of the request block. You can
see the merged request split in to two.

Merging Bulk Requests

To merge more than one requests,
1. From the Request list view page, select the list of requests to be merged by enabling the
check box.

2. Click the Merge button from the list view page.

AdventNet, Inc. 45
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Assigning/Unassigning Support Rep to a Request

• Assigning Support Rep

• Unassigning Support Rep

Assigning Support Rep

Each request will be owned by a support rep, who would be responsible for handling the request until
it is closed. To assign a support rep,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Requests list view page.
3. Click the Title of the request to be assigned a support rep. This opens the view request page.
4. Click the Assign link on the top right hand side of the page. Click Assign option from the list.
This opens Assign Group and Support Rep page as shown below,

5. Select the Group of the request from the combo box.

6. Select the Support Rep under the selected Group to assign the request .
7. Click Assign button to assign the request. If you do not wish to assign the request to the
support rep/group then click Cancel button to close the page.

Bulk Assign Request

You can also assign more than one request at a time to the support rep. To bulk assign requests to
support rep,
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 Assign to combo box on the top right hand side of the page below the navigator
button as shown below,

AdventNet, Inc. 46
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

3. Select the Support Rep name from the list and click Assign button to assign the request to
the 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 Title of the request to be unassigned a support rep.
This opens the View Request page.
2. Click the Assign link on the top right of the page and select the Assign option. This opens
Assign Group and Support Rep pop-up page.
3. Click the Choose Support Rep combo box and select NONE and click Assign button. The
request will be unassigned. Click Cancel to cancel the operation.

AdventNet, Inc. 47
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Start/Stop Request Timer

If a support rep is unable to close a request, then it could be for many reasons such as, lack of
necessary information or input or it could be that the support rep is unable to identify the problem or
lack of resource and so on. In such cases the support rep can move the request to on hold status.

If the request is not moved to on-hold status, then the request will remain in open state idly which will
lead to the violation of SLA that governs the request. Also, the time taken to close the request will be
high and will reflect on the efficiency of the support reps (s) handling the request. To avoid SLA
overrule you should move the request to an open state or to an on-hold state till the time you are
ready to resume work on the same.

Stop Timer

To stop the request timer

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the request list view page.
3. Click the Title of the request to be stopped or to be started. This opens the view request
page.
4. Click the Stop Timer link under the Actions block. This opens the stop timer as shown
below,

5. Enter the relevant reason for stopping the timer in the given text field.
6. Click Add.
The reason gets appended to the request history.

Start Timer

To restart the request timer

1. From the request details page, click Start Timer link under the Actions block. This opens the
start timer form as shown below,

AdventNet, Inc. 48
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

2. Enter the relevant reason to stop the timer in the given text field.
3. Click Add.
The reason gets appended to the request history.

Note: You cannot stop and start timer for requests that are overdue and have Due By
Time.

AdventNet, Inc. 49
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding Notes
When you would like to add some additional information including technical information to a particular
request based on your observations, you can use Add Notes option. You can also use notes to
update the status of the request.

To add a note to the request,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request list view page with All
Open requests by default. Select the request type from the Filter Showing combo box.
3. Click the Title of the request to which you would like to add a note. This opens the View
Request page.
4. Click the Add Notes option under the Actions menu. This opens the Add Note pop-up
window as shown below,

5. Enter the content in the text box below the Request ID.
6. There are two types of notes that can be added to the request such as, public & private.
• Public Notes: Public notes can be viewed by the Contact & Supervisors.
• Private Notes:Private notes can be viewed only by the Supervisors (all the
supervisors).
These notes can be added to the request by both the supervisor and the requester. By default
the requester can add only public notes. By default the supervisor can add only a private note
but the supervisor also has an option to make his notes public.
7. If you want the notes to be visible to the requesters (public), then select the Show this notes
to Contact also check box. Else only the supervisors will be able to view the notes (private).
8. If you want to notify the support rep about the addition of the note, then select the check box,
E-mail the supervisor for notes addition.
9. Click the 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 will be displayed in the
descending order with recently added note first. You cannot edit or delete the notes that have
been added.

AdventNet, Inc. 50
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding Tasks
Using add tasks option you can assign different tasks to different support reps. Say if a request sent
by the contact involves multiple support reps work then the support rep whoever received the request
can assign different tasks to the different support rep.

To add a follow-up task for a request,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the request details page.
3. Click the Title of the request to which you would like to add a follow-up task.
4. Click Add task link under the Actions menu. This opens the Tasks page as shown
below,

5. Specify the Title of the task in the given text field. This is a mandatory field.
6. Specify relevant information about the tasks in the Description field
7. Select the Scheduled Start Time for the task based on the SLA from the calendar button.
Also select the Scheduled End Time for the task from the calendar button.
8. You can also select the Actual Start Time and End Time of the task. The actual start time
will be the time limit for the support rep to start the work. After which the support rep would
over rule the SLA.
9. Select the Owner of the task from the combo box.
10. Specify the Status of the task.
11. Specify any relevant comment about the task in the Comments field.
12. If you wish to be reminded of the task prior to the due date, then select the time duration from
the Remind me before combo box.
13. Save the values. You can see a Tasks tab getting created next to the Resolution tab. All the
tasks created for the request will be listed under the tasks tab in descending order.
If the owner of the request and the logged in user is the same then the created task will be
displayed under the My Tasks block in the home page. The tasks assigned to other support rep
can be viewed only by clicking the Show All button in the My block.

AdventNet, Inc. 51
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

To View Tasks from Request details page,

1. Click View tasks link under the Actions menu. This opens the View Tasks page as shown
below,

You can Edit, Delete and Add New Task from the View Tasks page.

To Edit task,

Click the Title of the task. This will open the task in editable format. Modify the details and
Save the changes.

To Delete task,

Select the task to be deleted by enabling the check box. Click the Delete button. The selected
task will be deleted.

Add New Task

Click the New Task button and specify the details to add new task.

AdventNet, Inc. 52
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding Reminders
You can add reminders to the request using Add Reminders option. All the pending tasks specific to
the request can be added as reminders. The supervisor can add these tasks list as a personal
reminder to himself/her. On adding these reminders they get displayed in the My Reminders page.

To add reminders,
1. Login to the SupportCenter Plus application with the user name and password.
2. Click the Title of the request to add reminder. This opens the View Request page.
3. Click the Actions tab on the right hand side of the page. Select Add Reminder link. This
opens Reminders page.
4. Specify the content in the given text field.
5. Select the Date on clicking the calendar button to remind you of the task.
6. Select the Time of reminder from the combo box.
7. To remind you of the task before hand, select the time from the Remind me before combo
box.

8. Click the Add button to add reminder. You can see the reminder getting listed in the My
Reminders page.

9. To view the reminder, click reminder icon on the top right hand side of the
page as shown below,

AdventNet, Inc. 53
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Duplicate Request
If a single request has multiple issues, then to solve the issue it requires more than single support rep.
In such cases the request can be duplicated and each of the duplicated requests can be assigned to
different support rep dealing with one issue. This makes it easier for the support rep to take ownership
and complete the tasks independently.

To duplicate request,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens Request list view.
3. Click the Title of the request to be duplicated. This opens view request page.
4. Select the Copy Request link under the Actions menu. This will open the Copy Request
page as shown below,

5. Enter the Number of Copies in the given text field. The maximum value you can enter is 9. If
you need more than 9 copies of the request, then you need to invoke Copy Request again.
6. Click Copy button to make the copies of the request. The new copies of the request will be
assigned new request ID that will uniquely identify them. The rest of the information is
retained as it is.
Once you have created the copies of the request, you can edit the same to contain only the necessary
information and assign appropriate support reps. You can modify the request copies by editing the
copy of the request.

While copying the request, the Notes added to the original request (if any) will not be present in the
duplicated requests. Also, the Created Date and Due by Date will be different from that of the original
request.

AdventNet, Inc. 54
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Print Preview
To print a request,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane.
3. Click the Title of the request to be printed. This opens the request details page.
4. Click the Actions menu --> click the Print Preview option on the right side of the page. This
opens the request in printable format. The page displays request details, resolution and
request history of the request.
5. Click ctrl + p to print the request.

AdventNet, Inc. 55
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding Resolution
You can add resolutions for the issues reported in the requests.

To add resolution,
1. Log in to SupportCenter Plus using your user name and password.
2. Click the Requests tab in the header pane. This opens the request list view page.
3. Click the Title of the request to which you would like to add resolution.
4. Click Enter Resolution option from the Actions menu. This opens the Resolution page as
shown below,

5. Check if resolution already exists for the request, if not specify the resolution in the text field.
6. You can also add Time Spent entry details for the request by enabling Add Work Log check
box. This opens the work log page as shown below,

AdventNet, Inc. 56
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

7. Specify the Support Rep name, Task Type, Executed Time, Time taken to Resolve,
Additional Cost, Total Cost and Description about the work log in the given text fields.
8. Save the resolution. You can see the resolution getting displayed in this page. OR you can
also Save and Close the resolution.
9. If you wish to add the resolution to the solutions database, then click Save and Add to
Solutions.
1. On selecting Save and Add to Solutions, you get a New Solution form. The title of
the solution is automatically filled with the title of the request. The Contents is filled
with the resolution. If you wish you can edit the contents.
2. From the Topic drop-down list which contains all the available topics, select the
relevant parent topic for the solution. This is a mandatory field.
3. Enter relevant keywords for the solution in the Keywords text box. Separate each
keyword by a comma. This option is provided for the users to improve the search
capability and get appropriate solution for the problem.
4. If you wish to publish this solution in Kbase of Self-Service Portal then select the
corresponding check box.
These added resolutions can be used for various purposes. One of them is to add these resolutions
as knowledge base articles which can be used for future reference to solve the same issue if reported.
The resolution of the request also helps other support reps to know the kind of solution provided to the
reported issue. This serves as a documented proof of the way a reported issues were resolved.

Edit Resolution
1. From the request details page, click the Resolution tab.
2. Click Edit link on the right hand side of the page. This opens the resolution page in editable
format.
3. Modify the details and Save the changes.

AdventNet, Inc. 57
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Searching 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. Log in to SupportCenter Plus using your user name and password.
2. Click the Requests tab in the header pane. This opens the request list view page.
3. Click the request Title for which you need to look out for solution. This opens the request
details page.
4. Click the Search Solutions option under the Actions tab. This opens the search solutions
page with a Search text box as shown below. Provide a search string in the Search text field
and click Search or press Enter. The solutions that match the search string will be displayed.

AdventNet, Inc. 58
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Submit For Approval

If a request needs formal approval from the manager you can submit the request for approval using
this option.

To submit the request for approval,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request details page.
3. Click the Title of the request to send for approval. This opens View Request page.
4. Click the Submit For Approval option under the Actions tab. This opens the Submit For
Approval page.
5. Specify the To address. This is a mandatory field.
6. Edit the Subject and specify relevant subject in the given field. This is a mandatory field.
7. Specify the relevant Description in the given text field. $ApprovalLink is a variable. It should
be available with the mail to replace the variable with the link where you have the request
details.
8. And send the mail for approval.

On sending the mail, the manager will get a Request for approval mail with a link. On clicking
the link it opens a form with approve or reject option along with the request details as shown
below.

The manager has to Approve or Reject the request based on the requirement. And save the
details. On saving the decision you get a thank you message.

AdventNet, Inc. 59
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Then you can see the Approvals tab getting displayed in the View Request page next to
History tab. It displays all the mails sent for approval in descending order with Sent On, Sent
To & Status details of the requests.

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,

AdventNet, Inc. 60
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Viewing Contact Details

To get in touch with the contact while handling the request, you can use the contact details of the
request available in SupportCenter Plus.
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the request list view page.
3. Click the Title of a request in which you want to view the contact details. This opens the View
Request page.
4. Click the View Contact Details option under the Actions tab. This opens the Contact Details
page as shown below,

AdventNet, Inc. 61
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

View Requests by Contacts

If you would like to view all the requests raised by a particular requester then,
1. From the request list view page. Click the title of the request raised the same requester.
2. Click the View Requests by Contact option under the Actions tab. This opens All Requests
by Contact page as sown below,

AdventNet, Inc. 62
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Replying 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. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the request list view page.
3. Click the Title of the request to be replied. This opens the view request page.
4. Click the Reply option under the Reply menu. This opens the Mail to the Contact form as
shown below,

5. If you have provided the email ID of the person while creating a request then the email ID
gets populated automatically in the To field. To send the same information to more than one
person, then enter the e-mail IDs of those people in the CC field with comma as a separator.
6. Edit the Subject and Description of the e-mail.
7. Click Attach a File button to add files as attachments to the mail.
8. Click Send. You also have an option to Save the request as draft and Save and Send the
request for review.

AdventNet, Inc. 63
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Saved in email as draft will be can be viewed and edited from the same View Request page on top.

The responses that have been sent to the contact can be viewed as conversations in the request
details view.

By default, the email editor will be in HTML format. If you do not want the mail in HTML format, then
select the radio button Plain Text. A confirmation dialog will open. Click OK to continue changing the
editor to plain text.

Warning: While editing the subject of the e-mail, ensure that the request ID value
remains intact with the # symbols beside it. Else, the threading of requests may not be
proper.

AdventNet, Inc. 64
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Forward the Request

To forward a request,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request list view page.
3. Click the Title of the request to be forwarded. This opens the Request Details page.
4. Click Forward the Request option under the Reply menu. This opens the Forward Request
page as shown below,

5. If you have provided the email ID of the person while creating a request then the email ID
gets populated automatically in the To field. To send the same information to more than one
person, then enter the e-mail IDs of those people in the CC field with comma as a separator.
6. Edit the Subject and Description of the e-mail.
7. Click Attach a File button to add files as attachments to the mail.
8. Click Send. You also have an option to Save the request as draft and Save and Send the
request for review.
Saved in email as draft will be can be viewed and edited from the top of the same view request
page.

AdventNet, Inc. 65
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

The forwarded message details can be viewed in conversations of the request.

By default, the email editor will be in HTML format. If you do not want the mail in HTML format, then
select the radio button Plain Text. A confirmation dialog will open. Click OK to continue changing the
editor to plain text.

Warning: While editing the subject of the e-mail, ensure that the request ID value
remains intact with the # symbols beside it. Else, the threading of requests may not be
proper.

AdventNet, Inc. 66
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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 e-mail a support rep,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the Request list view page.
3. Click the Title of the request to be forwarded. This opens the Request Details page.
4. Click Email the Support Rep option under the Reply menu. This opens the Mail to Support
Rep page as shown below,

5. If you have provided the email ID of the person while creating a request then the email ID
gets populated automatically in the To field. To send the same information to more than one
person, then enter the e-mail IDs of those people in the CC field with comma as a separator.
6. Edit the Subject and Description of the e-mail.
7. Click Attach a File button to add files as attachments to the mail.
8. Click Send. You also have an option to Save the request as draft and Save and Send the
request for review.
Saved in email as draft will be can be viewed and edited from the top of the same view request page.

Email to the Support Rep details can be viewed under the conversations title of the request.

AdventNet, Inc. 67
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

By default, the email editor will be in HTML format. If you do not want the mail in HTML format, then
select the radio button Plain Text. A confirmation dialog will open. Click OK to continue changing the
editor to plain text.

Warning: While editing the subject of the e-mail, ensure that the request ID value
remains intact with the # symbols beside it. Else, the threading of requests may not be
proper.

AdventNet, Inc. 68
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

SMS the Support Rep

You also have an option to notify support rep through SMS in ManageEngine SupportCenter Plus.

To send an SMS to a support rep,

1. Log in to SupportCenter Plus using your user name and password.
2. Click the Requests tab in the header pane. This opens the request list view page.
3. Click the Title of the request which is assigned to the support rep you want to notify through
SMS. This opens the view request page.
4. Click SMS the Support Rep option under the Reply menu. This opens the Mail to Support
Rep page as shown below,

5. If you have provided the SMS ID of the person while creating a request then the SMS ID gets
populated automatically in the To field. To send the same information to more than one
person, then enter the SMS IDs of those people in the CC field with comma as a separator.
6. Edit the Subject and Description of the e-mail.
7. Click Send. You also have an option to Save the request as draft and Save and Send the
request for review.
Saved in SMS as draft can be can be viewed and edited from the top of the same view request page.

AdventNet, Inc. 69
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

By default, the email editor will be in HTML format. If you do not want the mail in HTML format, then
select the radio button Plain Text. A confirmation dialog will open. Click OK to continue changing the
editor to plain text.

The SMS notification sent can be viewed in the Notification History. To view this
1. Click the History tab in the request details page.
2. Click the link Notification History at the top right corner of the center pane. This will open the
notification history just below the request details.
3. To get back to contact conversations, click the link Contact Conversations.

AdventNet, Inc. 70
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Conversations
SupportCenter Plus displays the mail transactions happening between the support rep handling a
request and the contact, as conversations. The conversations are listed one below the other in the
ascending order of the time when the notification (response) was sent (received). You can choose to
Expand all or Collapse all conversations.

To view all the conversation details, click the Expand all link in the top right corner of this block. If the
conversations / threads are in the expanded view, then the Expand all link is replaced with the
Collapse all link. Clicking this will collapse all the conversations.

Making Conversation Private/Public

Conversation can be made either private or public. By default, the conversation can be viewed by all
(public conversation). If a conversation is restricted only to the support reps then it can be made
private. For ex. conversation between two support reps.

To make public conversations private,

1. Click the icon on the right hand side of the View All Conversations block.
2. Select Make as Private option. A pop up window appears stating that the status of the
conversation has been changed successfully. Click Ok to make the change.
To make private conversation public,
1. Click the icon on the right hand side of the View All Conversations block.
2. Select Make as Public option. A pop up window appears stating that the status of the
conversation has been changed successfully. Click Ok to make the change.

Split As New Request

You can choose to split any of the conversations into a new request.

To split the conversation as a new request

1. Expand the conversations by clicking on the Expand all link or by clicking the > button on the
left of the row which you wish to expand.
2. Click Split as New request button at the right bottom of that conversation.
This splits the conversation into a new request.

Delete Conversation
You can delete a specific conversation. To delete a conversation
1. Expand the conversations by clicking on the Expand all link or by clicking the > button on the
left of the row which you wish to expand.
2. Click Delete button at the right bottom of that conversation. A confirmation pop-up opens.
3. Click OK in the confirmation pop-up to delete the thread/conversation.

AdventNet, Inc. 71
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Viewing Requests Based on Filters

In SupportCenter Plus you can view request based on filters. You can the set following filters to view
specific group of requests,
• My Open or Unassigned Requests
• Unassigned Requests
• My Open Requests
• My Requests On Hold
• My Overdue Requests
• My Pending Requests
• My Requests Due Today
• My Completed Requests
• Open Requests
• Requests On Hold
• Overdue Requests
• Requests Due Today
• Pending Requests
• Completed Requests
• All Requests
In addition to this if you have any requests placed in group, then you will also have option to filter the
requests based on a specific group.

My Open or Unassigned Requests

All your open requests & the requests that are not assigned to any support rep will be listed under this
option.

These requests will be in bold font.

Unassigned Requests
All the requests that have not been assigned to any support rep will be listed under this option.

My Open Requests
When you click the requests tab, My Open Requests filter will be selected by default and lists all the
request that are assigned to you in the open status.

In addition to this if you have any requests placed in Groups, then you will also have option to filter the
requests based on a specific Group alone.

My Requests On Hold
All your assigned requests that are kept on hold will be listed under this option.

My Overdue Requests
All your assigned requests that has passed over the scheduled time will be listed under this option.

AdventNet, Inc. 72
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

My Pending Requests
All your assigned unfinished requests will be listed under this option.

My Requests Due Today

All your assigned requests that are due for the current day will be listed under this option.

My Completed Requests
All your assigned requests that are closed will be listed under this option.

Open Requests
All the open requests, irrelevant of the support rep will be listed under this option.

Requests On Hold
All the requests that are kept on hold, irrelevant of the support rep will be listed under this option.

Overdue Requests
All the requests that have passed due by time irrelevant of the support rep will be listed under this
option.

Requests Due Today

All the requests that are due for the day irrelevant of the support rep will be listed under this option.

Pending Requests
All the unfinished requests irrelevant of the support rep will be listed under this option.

Completed Requests
All the closed requests irrelevant of the support rep will be listed under this option.

All Requests
All requests on all status say (closed, pending, open) will be listed under this option.

AdventNet, Inc. 73
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Solutions
The ManageEngine SupportCenter Plus application provides a facility to record the solutions to the
received 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 in to the application, but will be able to view only
those solutions that are published in the Self Service Portal. 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>/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.

AdventNet, Inc. 74
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding a New Solution

The solutions module is a knowledge base with resolutions for various problems encountered by your
help desk team. It can have solutions grouped under various topics for ease of locating the
corresponding solution. You can add new solutions to the existing knowledge base.

To add new solutions,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Solutions tab in the header pane. This opens the solutions page.
3. Click the New Solution button. This opens the New Solution page. [OR]

Click the Create link on the top left hand side of the page . Select the
New Solution option from the list.
4. Specify the Title of the solution you are going to add. This can be a summary of the complete
solution in one line that will exactly tell what the solution is all about.
5. Now specify the complete solution in the Contents text field. If this solution requires any
additional files to support the article, then you can attach the same.
6. To attach a file click Attach a File button and the attach the documents.
7. The Topic field will list all the available topics and sub-topics in SupportCenter Plus. Select
the topic to be added from the combo box.
8. The keywords are optional, but the presence of a keyword for the solution will help in
improving the search capability and will provide accurate search results. While entering
multiple keywords, separate them with comma.
9. To publish the solution in the self-service portal, select the check box Publish this solution
in Self-Service Portal also.
10. Click Add. If you do not wish to add the solution then click Cancel.

AdventNet, Inc. 75
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Editing & Deleting a Solution

To edit a solution
1. Login to SupportCenter Plus with your user name and password.
2. Click the Solutions tab in the header pane. This opens the solution page. The solutions
home page has the Browsing - All Topics listed in the top band, Most Popular solution
and Most Recent solution below it. The most popular solution block lists the solutions with
the most number of views on top of the list (descending order). The most recent solution block
lists the solutions that have been added recently with the most recent appearing on the top.
3. Under the Browsing - All Topics, click the topic to be edited. This opens the solutions details
page. All the solutions available under that topic will be listed.
4. Click the Edit link on the right hand side of the page. This opens the solutions page in
editable format.
5. Edit the details and Save the changes. Click Cancel to cancel the changes.
Alternatively, to open the solution that you wish to edit, type the solution title in the keyword field of the
search block and click Go or press the Enter key. The solutions matching the search string will be
listed, from which you can choose the solution and edit the same.

To delete a solution,
1. From the solutions home page. Under the Browsing - All Topics, click the topic to be
deleted. All the solutions available under that topic are listed. Alternatively, you can also
search for the solution using the search in solutions feature.
2. Click the Delete link available on the right hand side of the page. A dialog box pops up asking
your confirmation on the delete process.
3. Click OK to proceed or else click Cancel.

AdventNet, Inc. 76
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Search in Solutions
ManageEngine SupportCenter Plus allows you to search for solutions using its Search option.

To search solutions,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Solutions tab in the header pane. This opens the Solutions page.
3. Type the search string or keyword in the Search text field.
4. Click Search button. The search results display all the solutions that match the search string.
Alternatively,
1. You can search solutions using the search option available on the left hand side of the page.
If you were in the solutions page, then the Search in combo box will have Solutions topic
selected by default. It is just enough if you type in your search string and click Go.

AdventNet, Inc. 77
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Browsing Solutions by Topic

To browse solutions under individual topics
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Solutions tab in the header pane.
3. The Solutions home page is displayed, where you can see the various topics and
their subtopics. Only the first level subtopics are displayed separated by comma.
If the number of subtopics are more, then they are truncated with ... symbol.
4. To view all the subtopics, click the topic name and browse.
Alternatively, you can view the solutions by selecting a topic from the combo box available on the top
right corner of the Browsing - All Topics block. All the solutions available in that topic are listed in
the resulting page.

AdventNet, Inc. 78
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Topics Template
You can group solution topics together to form a topic template and assign it to an account. For ex.
the solution topics warranty and replacement queries can be grouped under one topic template say,
Warranty. The account can only view the topics in the template to which it is assigned. This template
can also be used for other account but an account cannot have multiple templates. To assign topics
template to an account refer Assign Templates under Accounts module..

Adding Topics Template

1. Login to the SupportCenter Plus application using your user name and password.
2. Click the Solutions tab -->Topics Template button next to Manage topics option. The list of
available templates is displayed.
3. Click Add New Template button on the right hand side of the page. This opens the Add Topic
Template page.
4. Specify the Template Name and brief description about the template in the respective text
fields.
5. Choose the Topics to be grouped under the template. For ex. Support Queries, General and
so on. This is mandatory.
6. On clicking Save, the newly added Template gets listed in list of available templates.

Editing Topics Template

1. From the available templates page, click on the edit icon of the template which you want to
edit. This opens the Edit Topics Template page.
2. Save the changes.

Deleting Topics Template

1. From the available templates page, click the delete icon of the template which you want 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 .

AdventNet, Inc. 79
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Managing Topics
You can add new topics, rename an existing topic, and move topics and subtopics 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.

To manage topics
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Solutions tab in the header pane. This opens the Solutions home page.
3. Click the Manage Topics button available in the Solutions home page. This opens the
manage topics page with the available topics and their subtopics listed in the hierarchy.

To Add a New Topic

1. In the Manage Topics page, click the Add New Topic link on the right hand side of the page.
This displays the available parent topics list.
2. You have two columns such as, Topic Name field and Parent topic list.
Topic Name: You can specify the sub topic name in the text field. The sub topic will be added
under the parent topic (root).[OR] You can also add this topic as parent topic (root) to the list by
selecting /Topics Root option.
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 sub topic will be added to the selected
parent topic.
3. Specify the sub Topic Name in the given text field.
4. Select the Parent Topic name from the list, the newly added sub topic will be added under
the parent topic. OR
If you wish to the add the newly added topic as Parent Topic (Root Topic) then select the
/Topics Root option from the list.
5. Click Add button. The newly added subtopic or parent topic you choose will be displayed
under the available topic name list shown below. A message is displayed stating that the new
topic is added successfully.

To Rename a Topic

1. In the Manage Topics page, click the Rename link on the right hand side of the page. This
opens the Rename Topic page.
2. Modify the existing name or specify the new topic name in given text field.
3. Click Save button to save the details.
The changes made to the topic name are displayed in the available topics list and a message is
displayed above the list.

To Change a Parent topic

1. Click Change Parent link on the right side in the row of the topic you wish to move. This
opens the Change Parent Topic form.
2. Select the parent topic to be moved from the list. Changing the parent topic of a topic will
move all subtopics and solutions contained in it to the new parent topic.
3. Click Save. If you do not want to move the topic to a different parent topic, then click Cancel.

AdventNet, Inc. 80
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Note: You cannot move a topic as a subtopic to its current child topic.

To Delete a Topic

1. In the Manage Topics page, click the Delete link on the right side in the row of the topic to be
deleted. A confirmation page opens.
2. Click Confirm to delete the topic or click Cancel to retain the topic. If you click Confirm, then
the topic is deleted and a message is displayed stating that the topic is deleted.
When a topic is deleted, by default, the solutions present under the topic are also deleted and if there
are any subtopics, then these are moved to the /Topics Root. You can later choose to move the
topics as child topics to other parent topics. But if you want to override the default actions performed
during the delete operation, move the subtopics of the topic which you plan to delete, under a different
parent topic of your choice. Also, if you do not wish to delete the solutions that are available under the
topic to be deleted, then you can move the solutions to other topics. For this, when you click the
Delete link and are led to the confirmation page,
1. Select the check box below the first point. This opens the topic list box, and enables you to
move the reference of the solutions of the topic to a different parent topic of your choice.
2. Select the parent topic of your choice from the list box.
3. To move the subtopics to a different parent topic, select the check box below the second point
in the confirmation page.
4. In the topic list box, select the parent topic of your choice under which the subtopics of the
current parent topic that is being deleted can be moved.
5. Click Confirm.
This deletes the topic after moving the solutions and subtopics from the deleted topic to the parent
topic you selected.

Note: You cannot move a subtopic of the topic that is going to be deleted, as a
subtopic to another child topic of the same parent topic which is going to be deleted.

AdventNet, Inc. 81
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Contracts
SupportCenter Plus gives you the provision of keeping track of the contract details of an account such
as, support plan and its corresponding details, the active period of the contract, notify alert to users
before the contract expire, renewal of the contract and the services provided for the account. Any
related documents to the contract can also be maintained along with these details as attachments to
the contract.

Associating Contracts to Product/Account

An account can have multiple products and each product can be associated with a contract. Apart
from associating contracts to the products, a contract can also be associated to the account. A
product/account can have different contract provided the active period is not the same. Based on this
contracts, the request related to the account/product is resolved within the resolution time.

Note: 1. A single contract can be associated to a product/account for an active

period.
2. The active period of two different contracts associated to a product/account
should not overlap.

Request resolved based on contracts

A request sent by a customer is resolved based on contracts. If the customer has an available
account in the database, then the contract for the product/account is identified. Once the contract for
the account/product is identified, the request is resolved within the specified resolution time.

The work flow on how the request is solved based on the contract is given below,

Identify the Customer/Product

On receiving the request from the customer,

• The customer and his company is searched in the available list of contacts in the database,
that is, 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.

AdventNet, Inc. 82
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

If the customer and his company is not available in the list of contacts in the database then the
Default Support Plan is used for that particular request.

Identify the Active Contract

The contract for the request is identified, whether the contract is associated to the product or to an
account.

• If the customer's account is available in the database and if the request pertains to a product
then the contract associated for that product is identified.
• If the customer's account is available in the database but the request does not pertain to any
product then the contract associated for the account is identified.

Support Plan and associated SLAs

The contract details of the account gives the Support Plan and its corresponding details of the
Account/ Product. The support plan has associated SLAs, with certain SLA rules. Using these SLA
rules the request is resolved within the resolution time.

AdventNet, Inc. 83
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

About Contracts
1. Click on the Contracts tab in the header pane. This brings up the Contracts view list page. By
default, the list of all Open contracts will be displayed.
2. Select the corresponding filter option from the Filter Showing combo box. You can view the
contracts with different status levels using filters. They are,
• All Open Contracts
Contracts which are active and yet to get expired comes under this category.
• All Expired Contracts
All the expired contracts will be listed under this category.
• Contracts expired in last 30 days
Contracts which expired in the last 30 days gets listed under this category
• Contracts expiring in next 7 days
Contracts, which will be expiring in next 7 days, will b listed under this category.
• Contracts expiring in next 30 days
Contracts, which will be expiring in next 30 days, will be listed under this category.

AdventNet, Inc. 84
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Creating a New Contract

To create a new contract for an account/product,
1. Login to SupportCentre Plus application using your username and password.
2. Click the Contracts tab in the header pane. This opens the Contracts list view page. By
default, the list of all Open contracts will be displayed.
3. Click New Contracts button (OR) Click Create link on the left hand side of the page and
select New Contracts option. This opens the New Contract form page.
4. Specify the Contract Name in the given field. This is a mandatory field.
5. Specify the Contract Number in the given text field.
6. Select the Account Name from the combo box. If needed you can also add new account
name.
7. Enter a brief description about the contract in the Description text field.
8. Select the Support Plan from the combo box. On selecting the support plan, if you have
specified values for the fields Support Type, No of Hours, Cost per Hour, Total Cost and
Support Services then these values get populated automatically in the corresponding fields.
9. Select the Product for which the contract is created from the combo box. On selecting the
account, the products associated to the account gets populated automatically in the product
field.
Note: 1. An account can have multiple products but only one contract can be
created for each product.
2. If an account does not have associated products then the list does not
get populated.
9. Specify the Active Period of the contract. Select the Start Date and End Date using the
calender button. If the end date is not specified then the contract will be active for ever. This is
a mandatory field.
10. All the available support services will be list in the column. On selecting the support plan they
get populated automatically. If needed you can also Add New Service to the list.
11. To attach any file to the contract,
1. Click Attach a File button to attach files. This opens Add/Remove attachment page.
2. Click Browse button to choose a file.
3. Select the file and click Attach button to attach the files. You can see the file attached
with the file size.
4. Click Done button to close the page.
12. Select Enable Notification option by enabling the check box. On enabling the notification,
you get the Available Users list & Selected Users list.
13. Select the available users and move it to selected users list using >> button to notify users
regarding contract expiry.
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.

AdventNet, Inc. 85
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Editing/Deleting Contracts
To Edit Contracts
1. From the Contracts view list page. Select the corresponding filter option from the Filter
Showing combo box. By default, the list of All Open Contracts will be displayed.
2. Click on the Contract Name to be edited. This opens View Contract page.
3. Click on the Edit button. This opens Edit Contract page.
4. Edit the contract details and save the changes.

To Delete Contracts
1. From the Contracts view list page, select the corresponding filter option from the Filter
Showing combo box. By default, the list of all Open Contracts will be displayed. .
2. Select the Contracts Name to be deleted by enabling the check box.
3. Click Delete button.
4. A pop up window pops up to get your confirmation on the delete operation. Click Yes to
proceed. You can see the Contracts deleted from the list.

AdventNet, Inc. 86
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Renew Contract
1. Click Contracts tab to open the Contracts view list page. By default, the list of All Open
contracts will be displayed.
2. To renew the expired contracts or a contract about to expire, select the corresponding filter
option from the Filter Showing combo box. Ex. All Expired Contracts or Contracts Expiring in
next 7 days.
3. Click the Contract Name you wish to renew. This opens View Contract page.
4. Click Renew button on the top right hand side of the page. This opens Edit Contract form with
the Original contract rules. The contract name is appended with the word renewed. You can
edit the name but ensure that the contract name is unique and does not have the old name.
5. Specify the Contract Number in the given text field.
6. Select the Account Name from the combo box. If needed you can also add new account
name.
7. Enter a brief description about the contract in the Description text field.
8. Select the Support Plan from the combo box. On selecting the support plan, if you have
specified values for the fields Support Type, No of Hours, Cost per Hour, Total Cost and
Support Services then these values get populated automatically in the corresponding fields.
9. Select the Product for which the contract is created from the combo box. On selecting the
account, the products associated to the account gets populated automatically in the product
field.
Note: 1. A single contract can be associated to a product/account for an active
period.
2. The active period of two different contracts associated to a
product/account should not overlap.
9. Specify the Active Period of the contract. Specify the Start Date and End Date using the
calender button. If the end date is not specified then the contract will be active for ever. This is
a mandatory field.
10. All the available support services will be list in the column. On selecting the support plan they
get populated automatically. If needed you can also Add New Service to the list.
11. To attach any file to the contract,
1. Click Attach a File button to attach files. This opens Add/Remove attachment page.
2. Click Browse button to choose a file.
3. Select the file and click Attach button to attach the files. You can see the file attached
with the file size.
4. Click Done button to close the page.
12. Select Enable Notification option by enabling the check box. On enabling the notification,
you get the Available Users list & Selected Users list.
13. Select the available users and move it to selected users list using >> button to notify users
regarding contract expiry.
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 new contract will be created and list in the Open Contract list.

AdventNet, Inc. 87
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Print Preview of Contract

1. Click Contracts tab on the header pane to open the Contracts view list page. By default, the
list of all Open contracts will be displayed.
2. Select the corresponding filter option from the Filter Showing combo box.
3. Click the Contract Name you wish to print. This opens view Contract page.
4. Click Print Preview option under the Actions tab. The contract details are displayed in a
printable format in a pop-up window.
5. Click Ctrl + p keys to print the contract details.
6. Set the required options and click OK.

AdventNet, Inc. 88
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Search Contracts
You can search for contracts using the column wise search option. To perform the column wise
search,
1. Click the search icon at the end of the contract list view headers. This opens the search
field just below every column that is visible in the list view.

2. Enter the search key in field under 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.

AdventNet, Inc. 89
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Accounts
The main objective of the customer support team would be to keep track of the various customer
related information and keep it up-to-date. SupportCenter Plus allows you to add your customer
accounts and their contact information. You can update the details and track them periodically.

The account information gives you details on the customer's organization, purchase details, contract
details, support plan and support type. This will give you details about the purchases that the
company has made and the kind of support that needs to be provided for them. You can add, edit, or
remove the accounts in the SupportCenter Plus application and associate the level of support to be
provided to the specific organization. The type of support helps your customer support team to
prioritize the requests received from various customers and respond to them based on the priority
associated to the requests.

You can add, edit, and delete accounts. Once you add an account, you can add, edit, and delete
contact to this account. You can also associate products to this account to keep track on the products
that are purchased by the customer.

Note: You will be able to add, edit, or delete accounts based on the permissions
provided by the SupportCenter Plus administrator.

AdventNet, Inc. 90
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding a New Account

Account can be a company. All the account details with annual revenue, address, phone, email id and
account manager details are recorded and update periodically. This gives the complete organization
details of the account.

To add a new account information,

1. Log in to the SupportCenter Plus application using your User name and Password.
2. Click the Accounts tab in the header pane. This opens Accounts list view page.
3. Click New Account button to open the New Account form.
(OR)
4. Click the Create link under the header tabs --> Select the New Account link. This opens the
New Account page.
5. Specify the Account Name in the given text field. This is a mandatory field.
6. Specify the Annual Revenue for the support service from the account in the given text field.
7. Specify the Email, Phone, Website and Fax of the account in the given text fields.
8. Select the Industry, Time Zone and Account Manager of the account from the combo box.
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.

AdventNet, Inc. 91
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Editing and Deleting Account

To Edit an Account,
1. Log in to the SupportCenter Plus application with your User name and Password.
2. Click the Accounts tab in the header pane. This opens All Accounts page in the header
pane.
3. Click edit icon of the account to be edited. This opens the account in editable format.
4. Modify the details and Update the changes.
A success message gets displayed saying account has been updated.

To Delete an Account,
1. Log in to the SupportCenter Plus application with your User name and Password.
2. Click the Accounts tab in the header pane. This opens All Accounts page in the header
pane.
3. Select the account to be deleted from the list by enabling the check box.
4. Click the Delete button. A dialog box pops-up asking your confirmation on the delete
operation.
5. Click OK to proceed. You can see the account deleted from the list.
6. Click Cancel to retain the account information.
Alternatively,
1. Click the Account Name in the All Accounts view.
2. Click the Delete Account button on the top right corner of View Account Details block. A
confirmation dialog pop-up.
3. Click OK to proceed with the deletion of the account information. Click Cancel to retain the
account information.

Warning: When you delete an account, the associated contacts will also be deleted
from the database.

AdventNet, Inc. 92
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Customizing Accounts List View

You can create your own customized accounts list view page. The accounts will be sorted based on
the filter criteria you specify while creating the custom view. These custom views will be listed under
My Views in the Filter list of the request list view page. On selecting the custom views, the accounts
are filtered based on the custom views which helps you to sort & view the accounts of your priority
and requirement.

To create your own custom view,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens the All Accounts page.
3. Click Create a Custom View icon . This opens Add Custom View page as shown below,

4. Specify the View Name in the given text field. This is a mandatory field.
5. The support rep can make their views as private view or public view. By default the view will
be public but to make this view as private custom view then select Make this view as private
custom view check box.
6. By default the support rep without administrator log-in permissions can create only private
views, so the above shown 'Make this view as a private custom view' option will not be
available for the support rep log-in.
7. Specify the filter criteria by selecting the column and its matching criteria from the combo box.
And select the matching data for the column by clicking the Choose button. Also select the
AND or OR conditions by enabling either of the two radio buttons (Match all of the following or
Match any of the following).
8. Click Add to Filter button to save the filter criteria details. The filter criteria details will be
listed in the 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. Save the filter criteria details. To add another custom view click Save and Add New button.

Custom views will be listed in the Filter showing combo box in the Accounts home page at
the top below the title. On clicking the combo box the views marked as private will be listed under My
View list and the public views will be listed under Accounts list.

AdventNet, Inc. 93
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Manage Custom Views

You can view all your customized view using this option. You can also edit, delete and add new
custom views using this option.
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens the Accounts list view page.
3. Click Manage Custom View icon . This opens Manage Custom View page with the list of
all the created custom views.

Editing Custom Views,

1. Click the custom view title or click the edit icon. This opens Edit Custom View page.
2. Edit the details and save the changes.

Deleting Custom Views,

1. Select the custom views to be deleted by enabling the check box. The public views can be
deleted only by the support reps who has SD Admin role permissions. And only they can
make their view public to other support reps without SD - Admin permissions they can only
create private views).
2. Click the Delete button to delete the views. A pop up window pops up to get your confirmation
on the delete operation.
3. Click Yes to proceed. You can see the view deleted from the list.

AdventNet, Inc. 94
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Convert as Sub-Account
You have an option to convert Account in to Sub-account. You can convert any number of accounts
into sub-accounts. Account can be considered as Primary and sub-account can be considered as
Secondary.

Example: If HP ( Hewlett Packard) in U.S is the Account, then its branches in Germany, Spain, India,
Canada, Japan, Singapore can be taken as Sub-Account.

To convert account to sub-account,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens All Accounts page.
3. Select the primary Account from the drop down list. Say HP U.S Headquarters as shown
below,

4. Select the Accounts to be converted to sub-accounts from the list view by enabling the check
box.

5. Click Convert as Sub Account button. You can see all the accounts converted in to sub-
accounts and listed in the Account details page as shown below,

AdventNet, Inc. 95
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

To convert sub-account again to account,

1. Click Convert as Account icon in the sub account list in Account details page as shown
above. A dialog box pops up asking you confirmation on the change process.
2. Click OK to proceed. You can see the changed sub-account to account in the Accounts list
view.

AdventNet, Inc. 96
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Accounts Requests
You can view all the requests raised for a account in the Account Details page. This helps you to
understand the kind of requests received from the account.

To view the Account requests,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens the Accounts list view page.
3. Click the title of the account to view the account's requests. This opens the View Account
Details page.
4. Click the Account's Requests button. This opens the account request page as shown below.
You can see list of all open request by default however if you would like to view Closed
requests, pending requests, requests on hold then select the filter options from the Filter
Showing combo box.
5. Click Close to close the request.

AdventNet, Inc. 97
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Associate Contact
Apart from specifying the contact name in the new account form, you can also add contact to the
account using Associate Contact option from the view account details page. You can add 'n' number
of contacts to the existing contact.

To Associate Contacts,
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens the Accounts list view page.
3. Click the account name to be associate with the contact. This opens the Account Details
page.

To Add Single Contact,

1. Under the Contacts block, to add single contact to the account, specify the contact name (if
you know) in the Select a Contact text field. If the contact name is available in the list, the
name with the email id gets displayed as drop down list. You can select the contact name
from the list.
2. And click Add list button to add it to the existing list of contacts. [OR]
3. If you wish to add a new contact to the list then, specify the name in the text field and click
Add to the list button. The name gets displayed automatically.

To Add Bulk Contacts,

1. Under the Contacts block, click Associate Contact button. This opens the All Contacts list.
2. Select the names to be associated with the account from the list by enabling the check box.
3. Click Associate button to associate the selected contacts to the account. You can see the
selected contacts added to the list.

To Add New Contact,

1. On clicking the New Contact button opens the contact details form.
2. Specify the Name, E-mail and Phone of the contact in the given text field.
3. Specify the access permissions for the contact to view the request by selecting any of the
three radio buttons.
1. Their Own Requests only: Contact can view only their own requests in the account.
2. All requests from their account: Contact can view all the requests in the account.
3. All requests from their account and sub account: Contact can view all the
requests in account and sub-account.
4. Specify the Login details.
5. And Save the changes.

AdventNet, Inc. 98
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Associate Product
You have an option to associate products with the accounts. While adding a new account, product is
not associated with the account however, even after creating an account you can associate a product
to the account. On associating the products with the account, support rep handling the account will
know the list of all products under the account with its price, warranty period and date of sale.

To associate a Product,
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Accounts tab in the header pane. This opens All Accounts page.
3. Click the title of the account name to be associated with a product. This opens the View
Account Details page.
4. Under the Products block, click the Associate Product button on the right hand side of the
page. This opens the Associate Product page.
5. Select the Product Name from the combo box.
6. Select the Date of Sale from the calender button.
7. Select the Warranty Period for the product from the drop down list.
8. Specify the No of Units, Unit Price, Discount, Tax Rate, Net Price for the product in the
given text fields.
9. Save the details. The associated product gets displayed under the Products block.

AdventNet, Inc. 99
 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Add Contracts
If needed you can also add contracts to the product, which gives complete idea about the contract
with active period, support plan, support type, support services and cost.

To add Contract,
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens the All accounts page.
3. Click the account name to add contract. This opens the View Account Details page.
4. Under the Contracts block, click the Add Contract button on the right hand side of the page.
This opens the New Contract page.
5. Specify the contract details and Save the changes. For more information refer Add New
Contract page.
6. You can see the newly added contract getting displayed under the Contracts block.

AdventNet, Inc. 100

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Add Advisory
You can add advisory notes about the account using this option. This includes all advice, consultative
opinions, announcement of issues and so on. Also you have an option to display this in the request
view page.

To Add Advisory,
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens All Accounts page.
3. Click the title of the account to be added with advisory notes. This opens the Account View
Details page.
4. Under the Advisory block, click the Add Advisory button on the right hand side of the page.
This opens Add Advisory page.
5. Specify the advisory in the given text box. 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.
6. Save the changes.

AdventNet, Inc. 101

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Assign Template
You have an option to assign topics template to the accounts from the All Accounts page. You can
group all the solution topics specific to the account and create topics template and assign it to the
account. The account can only view the topics in the template to which it is assigned. This template
can also be used for other accounts if applicable, however you cannot assign multiple templates to an
account. To create topics template refer Topics Template under Solutions module.

To assign template,
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Accounts tab in the header pane. This opens the Accounts list view page.
3. Enable the check box adjacent to the account for which you want to assign topics template.

4. Click the Topics Template combo box .Select the Assign Template
option from the list. This opens the Assign Template page as shown below,

5. Click Select a Template combo box and select the template from the list.
6. Click Assign button. You can see the template name displayed under the title Topics
Template in the All Accounts page.
Note: On assigning the Topics Template to an account, the solutions related to the topics
template can be viewed by the users.

To Unassign Template,
1. From the Accounts list view page. Select the account name to be unassigned of topics
templates by enabling the check box.
2. Click the Topics Template combo box and select the Unassign Template option. You can
see the topics name removed under the Topics Template title in the All Accounts page.

Viewing Topics Template

To view the Topic Template assigned to an account,
1. Click the account name in the Accounts list view page. This opens the View Accounts Detail
page.
2. Under the Account Details block, click the hyperlink of the Topics Template name to view the
services provided.

AdventNet, Inc. 102

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Importing Sales details from CSV File

You can also add sales details by importing them from CSV files.

To import sales details from CSV file,

1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Accounts tab in the header pane.
Step 1: Upload CSV file
1. Click Import sales details from CSV link in the All Accounts page. The Import
Wizard opens in a pop-up window.
2. Click the Browse button in the wizard.
3. Select the CSV file in the file chooser window and click Open.
4. Click Next.
Step 2: Map Columns
This section has option for importing complete sales details.
1. The CSV column names are populated in the select boxes beside each label. Map
the application sales fields with the field names from the CSV file.
2. Click Next.
Step 3: Import
1. Click Import Now button. The values from the CSV file will be imported to the sales
details. Once the import is complete, the data on how many records were added, how
many overwritten, and how many failed to import will be displayed in the pop-up.
2. If at any point you wish to stop importing from the CSV file, click the Exit button.

AdventNet, Inc. 103

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Importing Accounts and Contacts from CSV File

You can also add contacts by importing them from CSV files.

To import contacts from CSV file,

1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Accounts tab in the header pane.
Step 1: Upload CSV file
1. Click Import Accounts/Contacts from CSV link in the All Accounts page. The
Import Wizard opens in a pop-up window.
2. Click the Browse button in the wizard.
3. Select the CSV file in the file chooser window and click Open.
4. Click Next.
Step 2: Map Columns
This section has option for importing both account and contact information at the same time.
By doing this you can establish the contact - account relationship also and provide self
service login to the contacts in just one import. For this, the CSV must have the account
name associated to every individual contact name available in the file.
1. The CSV column names are populated in the select boxes beside each label. Map
the application contact fields with the field names from the CSV file.
2. Click Next.
Step 3: Import
1. Click Import Now button. The values from the CSV file will be imported to the contact
details. Once the import is complete, the data on how many records were added, how
many overwritten, and how many failed to import will be displayed in the pop-up.
If at any point you wish to stop importing from the CSV file, click the Exit button.

Warning: Login name column will be the identifier for contacts. No two contacts can
have the same login name. Hence the existence of a contact will be checked based on
the login name value.

So if by mistake there was any mismatch of fields during mapping, and a new import of
CSV is performed, the records will be 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 will be created. In these cases, delete such
entries from the contact list and import again or manually edit the information available.

AdventNet, Inc. 104

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Customizing Accounts List View

To customize the accounts list view
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Accounts tab in the header pane.
3. Click the column chooser icon available at the corner of the accounts list headers. This
opens the available columns that can be displayed in the list view. All those that are visible
currently, will have the check box beside them selected.
4. To remove a column, remove the selection from the respective check box beside the column
name.
5. To add a column to the list view, select the unchecked select box beside the column name.
6. To change the column order, click the up and down arrow after selecting the column that you
wish to move.
7. Click Save.
This will add only those columns which you have chosen in the list view. You can also sort the list
view based on columns. To sort account list by column, click the column header. Clicking it once will
sort it in ascending order. Clicking twice will sort the column in descending order.

AdventNet, Inc. 105

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Searching Accounts
To search accounts
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Accounts tab in the header pane.
3. In All Accounts view, click the alphabet with which the name of the account starts. This lists
the accounts whose name starts with that alphabet.

Alternatively, you can also search accounts from the Search option available on the left side of the
page.
1. From the Search in combo box, select Accounts.
2. Type your search string in the Enter Keyword text field.
3. Click Go or press Enter. The account names that match the search string get listed in the
right hand side of the page.
Another option to search accounts will be using the column-wise search option. To perform a column-
wise search
1. Click the search icon at the end of the accounts list view header. This opens the search field
just below every column that is visible in the list view.
2. Enter the search key in field under 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.

AdventNet, Inc. 106

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Contacts
The main objective of the customer support team is to keep track of the various customer list and their
related information. SupportCenter Plus gives the provision of keeping track of the customer account
and their contact information and keep them up-to-date.

You can add, edit, or delete a contact along with which you can view the contact's request in
SupportCenter Plus application. Login permissions can be provided to the contact to access the self-
service portal, where the status of the request sent by them to the customer support team can be
checked. The following sections will be elaborate on the various actions that you can perform on the
contact other than adding a new contact and associating it to an account.

Note: You will be able to add, edit, or delete contacts based on the permissions
provided by the SupportCenter Plus administrator.

AdventNet, Inc. 107

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Adding a New Contact

To add a new contact,
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Contacts tab in the header pane. This opens All Contacts list view page.
3. Click New Contact button to open the New Contact form. [OR]

You can also open the New Contact form by clicking the Create link
available just below the header tabs on the top left corner of the page.
4. Enter the contact Name in the given text field. This is a mandatory field.
5. Enter the E-mail ID, Phone, Mobile and Job Title of the contact in the respective fields. If
there is any Alternative E-mail then enter the same in the given text field.
6. Select the Account/Sub Account associated with the contact from the drop down list.
7. In the Self-service portal the contact has three options to view the request. The options are
available for selection based on the account associated with the contact.
• Their Own Requests only: By default, this option will be available for the contact
irrespective of whether the contact is associated or not associated with the account.
• All Requests from their account: This option is available for the contact associated
with the sub-account.
• All Requests from their account and sub account: This option is available for the
contact associated with the main account.
8. Enter the Additional Contact Details added in Configuring Contact-Additional Fields in the
respective text fields.
9. To provide the login permissions to the Self-Service Portal to the contact, enter the Login
Name and Password in the fields under the Login details block.
10. Enter the password again in the Re-type Password field.
11. If you wish to provide any description for the contact that you are adding, please provide the
same in the Description text box.
12. Click Save.
To send the login details to the contact, you need to enable the Notify Contact on Self-service login
info option in the Notifications Rules under the Admin tab. Refer to Configuring Notification Rules
section for details on how to set the notification rules.

AdventNet, Inc. 108

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Editing and Deleting a Contact

To edit a Contact,
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Contacts tab in the header pane. This opens the Contacts list view page
3. Click edit icon of the contact to be edited. This opens the contact in editable format. [OR]
click the Name of the contact to be edited. This opens the view contact page. Click the Edit
Contact button in the view contact page.
4. Edit the details and Update the changes.
To reset the password of the contact
1. Click the Reset Password link available beside the Password field in the Edit Contact form.
The Reset Password dialog pops up.
2. Enter the password in the New Password field.
3. Click Reset Password. The pop-up refreshes with a success message.
4. To close the pop-up, click the Close link available in the top right corner of the pop-up
window.
Note: To intimate the change of password to the requester automatically once you
have reset the password, you need to enable the Notify Contact on Self-service
login info option in the Notifications Rules under Admin tab.

To Delete a Contact,
To delete a contact information from the application
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Contacts tab in the header pane.
3. Select the check box available in the row of the contact details that you wish to delete.
4. Click the Delete button. A confirmation dialog pop-up.
5. Click OK to proceed with the deletion of the contact information. Click Cancel to retain the
contact information.
Alternatively,
1. Click the contact Name in the All Contacts view. This opens the view contact page
2. Click the Delete Contact button on the top right corner of the page. A confirmation dialog
pop-up.
3. Click OK to proceed with the deletion of the contact information. Click Cancel to retain the
contact information

AdventNet, Inc. 109

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Reconcile Contacts
If the same contact has multiple entries in SupportCenter Plus then the contacts can be reconciled in
to one. Say for ex. if a contact, send requests and replies from different names as Andrew & Adams
and mail ids as Andrew @acme.com & [email protected].
If you come to know its the same person sending mails from different mail ids then in this case you
can reconcile the two mail id in to one. And in future if you get any mail from the reconciled mail id the
application would show or refer to the current available name and mail id.

To reconcile contacts,
1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Contacts tab in the header pane. This opens the Contacts list view page.
3. Select the contacts to be reconciled by enabling the check box.
4. Click Reconcile Contacts button. This opens the Reconcile Contacts page.
5. All the selected contact will be listed in the page. Select the primary contact by selecting the
radio button.
6. Click Reconcile button. All the contacts except for the selected primary contact will be
reconciled.

AdventNet, Inc. 110

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Associate Accounts with Contacts

To associate accounts with contacts.
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Contacts tab in the header pane. This opens All Contacts list view page

3. Select the account from the drop down list.

4. Select the contacts to be associated with the account by enabling the check box.
5. Click Associate button. On successfully associating the contacts with the account, you can
see the success message displayed on the top of the page below the header panes.

AdventNet, Inc. 111

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Contacts Requests
You can view all the requests raised by the contact in Contact Details page. This helps you to
understand the kind of requests received from the contact..

To view the Contact Requests,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Contacts tab in the header pane. This opens the Contacts list view page.
3. Click the name of the contact to view the contact's requests. This opens the View Contact
Details page.
4. Click the Contact's Requests button. This opens the contact request page as shown below.
You can see list of all open request by default however if you would like to view Closed
requests, Pending requests, Requests on hold then select the filter options from the Filter
Showing combo box.
5. Click Close to close the request.

AdventNet, Inc. 112

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Importing Contacts from CSV File

You can also add contacts by importing then from CSV files. To import contacts from CSV file
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Contacts tab in the header pane.
Step 1: Upload CSV file
1. Click Import Contacts from CSV link in the Contacts list view page. The Import
Wizard opens in a pop-up window.
2. Click the Browse button in the wizard.
3. Select the CSV file in the file chooser window and click Open.
4. Select the File Encoding from the combo box.
5. Click Next.
Step 2: Map Columns
1. The CSV column names are populated in the select boxes beside each label. Map
the application contact fields with the field names from the CSV file.
2. Click Next.
Step 3: Import
1. Click Import Now button. The values from the CSV file will be imported to the contact
details. Once the import is complete, the data on how many records were added, how
many overwritten, and how many failed to import will be displayed in the pop-up.
If at any point you wish to stop importing from the CSV file, click the Exit button.

Warning: Login name column will be the identifier for contacts. No two contacts can
have the same login name. Hence the existence of a contact will be checked based on
the login name value.

So if by mistake there was any mismatch of fields during mapping, and a new import of
CSV is performed, the records will be 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 will be created. In these cases, delete such
entries from the contact list and import again or manually edit the information available.

AdventNet, Inc. 113

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Unapproved Contacts
All the Contacts added by the administrator are by default approved contacts. Approved contacts by
default has self-service portal login permissions and also the requests raised by the contacts will be
logged in for future reference.

Contacts not added by the administrator (contacts unavailable in the database) will be considered as
unapproved contacts, say if an un-known requester sends a request to SupportCenter Plus the
requester name will be added as unapproved contact in the application. Based on the contact auto-
addition configuration settings under general settings in admin module the unapproved contact will be
approved, request will be logged and self-service login permissions will be provided to the contact.

To approve contacts,
1. Login to SupportCenter Plus application using your user name and password.
2. Click the Contacts tab in the header pane. This opens the All Contacts page.
3. Click the Unapproved Contact link on the right hand side of the page. This opens the
Unapproved Contacts page.
4. Select the contacts to be approved by enabling the check box. Click Approve button to
approve contact. If you would like to approve and provide self-service portal login permissions
then click Approve & provide login button. You can see the name getting listed in the All
Contact page.
If you would like to remove the unapproved contacts, then click Delete button.

AdventNet, Inc. 114

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Searching Contacts
To search contacts
1. Log in to the SupportCenter Plus application with your user name and password.
2. Click the Contacts tab in the header pane.
3. In All Contacts view, click the alphabet with which the name of the contact starts. This lists
the contacts whose name starts with that alphabet.

Alternatively, you can also search contacts from the Search available on the left menu in the other
pages of the application.
1. From the Search in combo box, select Contacts.
2. Type your search string in the Enter Keyword text field.
3. Click Go or press Enter. The contact names that match the search string are listed in
Contacts list view page.
Another option to search contacts will be using the column-wise search option. To perform a column-
wise search
1. Click the search icon at the end of the contact list view headers. This opens the search field
just below every column that is visible in the list view.
2. Enter the search key in field under 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.

AdventNet, Inc. 115

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configurations
In ManageEngine SupportCenter Plus, all types of application configurations are grouped under
Admin. To access the various configuration options, log in to the application using your user name
and password of an admin user and click the Admin tab in the header pane. If this is your first login
after installing the SupportCenter Plus application, then by default, configuration wizard is opened,
and the screen displayed would be as below:

To proceed with the configurations, follow the instructions provided in the configuration wizard. There
are some default values given for various configurations. If you do not require these values, you can
delete them and add your own values to suit your needs either in the wizard itself or at a later time by
visiting the corresponding configuration group.

AdventNet, Inc. 116

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

You can exit the configuration wizard at any time. Clicking the Finish button closes the configuration
wizard and takes you straightaway to the Admin Home page, where you can perform all the
configurations. The Admin page looks as shown below:

The various configurations are grouped under the following major heads:

• Helpdesk Settings
• Account Settings
• Contract Settings
• User and Related Settings
• User Survey Settings
• General Settings

Each of these configurations is explained in details in the following sections.

AdventNet, Inc. 117

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Helpdesk Configurations
Various helpdesk related configurations need to be performed by the admin user, before the
SupportCenter Plus request module can be opened for real time functioning of fetching the customer
support mails and tracking the same. The following helpdesk configurations need to be made for the
new request form to capture meaningful information that can help the support reps solve the reported
issue faster.

Request Form Customizer configurations are,

1. Request category
2. Request Status
3. Request level
4. Request mode
5. Request priority
6. Request Default Values
7. Request Additional Fields
8. Request Form Customizer
9. Request Preview
10. Request Closing Rules
There are other configuration that need be done are:
1. Mail Server settings
2. Notification Rules
3. Groups
4. Business Rules
5. Scheduled Requests
6. Request Template
7. Time Entry Type
8. Time Entry Additional Fields
1. Login to the SupportCenter Plus application with the Username and Password of a
SupportCenter Plus Administrator.
2. Click the Admin tab in the header pane.

AdventNet, Inc. 118

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Helpdesk Customizer
The new request form can be configured to suit the needs of your organization. It is highly
customizable. You can add your own values to be set for the category, status, level, mode, impact,
urgency, priority, of the request. These will already have some default values in them. If you do not
wish to have these then you can delete them and add new values or edit them to suit your needs.

You can also add your own custom fields, request closing rules, mail server settings, business rules,
request template, time entry type and so on which will be available in the form. These custom fields
can be of three types, text field, numeric field and date field. You can use these to collect organization
specific information for getting a better and clearer idea about the reported issue. Using the default
values for the request form fields you can create and submit a new request made easier. The
subsequent sections of the document explain in detail the various customizations and configurations
that can be done in the request form.

AdventNet, Inc. 119

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Category
The requests can be grouped under proper Categories, Sub-categories and Items.

For example: A request for Transportation Problem can be put under the request Category as
Transportation, Sub-Category as Air Plane and Item to be High Air Fare and so on.

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.

To configure category,
1. Log in to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. In the Maintenance Request block, click the Maintenance Request Customizer icon .
This opens the HelpDesk - Category page where you can categorize the request in to
category, sub-category and item.

Create New Category,

4. Click New Category button. This displays the category form.
5. Specify the Category Name in the given text field. For ex. Transportation Problem . This is
the only mandatory field.
6. Specify relevant information about the newly created category in the Description field.
7. Select the support rep to be assigned for the newly created category from the Assign To
Support rep combo box. All the issues related to this category will be assigned to the
selected support rep.
8. Click Save button to save the details. You can see the category getting listed in the category
list view below the form.
9. Click Save And Sub Category button to save the details and add sub category to the
category.

Create New Sub-Category,

10. Click New Sub Category button in the category list page to add sub-category to the category.
Or click add sub-category icon beside the category title in the list view . This displays the
sub-category form.
11. Specify the Sub Category name in the given text field. For ex. Air Plane. This is a mandatory
field.
12. Specify relevant information about the newly created sub category in the Description field.
13. Select the Category from the combo box. For ex. Transportation Problem. This is a
mandatory field.
14. Click Save button to save the values. You can see the sub-category getting listed under the
selected category.

Create New Item,

AdventNet, Inc. 120

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

15. Click New Item button in the category list page to add item to the sub-category. Or click add
new item icon beside the sub-category title in the list view. This opens the New Item form in
which you have category, sub-category and other details on top of the page.
16. Specify the Item name in the given text field. For ex. High Air Fare. This is a mandatory field.
17. Specify relevant information about the newly created item in the Description field.
18. Select the Sub Category for the item from the combo box. For ex. Air Plane This is a
mandatory field.
19. Click Save button to save the details.

AdventNet, Inc. 121

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Editing & Deleting Category

1. Login to the SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.
3. Under the HelpDesk block, click the Maintenance Request Form HelpDesk Customizer icon.

.This opens the category list page.

4. Click Category from the left menu on the left hand side of the page. This opens the Category
List view page.

Editing Category

1. Click the edit icon beside the category name in the Category List page. This opens the
edit category form.
2. Edit the details and save the changes.

Editing 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. Edit the details and save the changes.

Editing Item

1. Click the title of the sub-category to open the item details page.
2. Click the edit icon . This opens the edit item form.
3. Edit the details and save the changes.

Delete Category

1. From the Category List page, select the categories to be deleted by enabling the check box.
2. Click the delete button beside the category name in the category list page. A pop window
pops up to get your confirmation on the delete operation.
3. Click OK to proceed. You can see the category deleted from the list.

Delete Sub-Category

1. Click the corresponding sub-category from the list. You can view the list of sub-categories for
the category.
2. Select the sub-category from the list by enabling the check box.
3. Click Delete button to delete the selected sub-category. A pop window pops up to get your
confirmation on the delete operation.
4. Click OK to proceed. You can see the sub-category deleted from the list.

AdventNet, Inc. 122

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Delete Item
1. Click the corresponding item from the list. You can view the list of items for the category.
2. Select the item from the list by enabling the check box.
3. Click Delete button to delete the selected item. A pop window pops up to get your
confirmation on the delete operation.
4. Click OK to proceed. You can see the item deleted from the list.

AdventNet, Inc. 123

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Status
The requests that are received in SupportCenter Plus will be taken up by the support reps and will be
in various stages of completions. For ease of managing the requests and to know the status in which
each of the received requests are in, SupportCenter Plus allows you to create various request status
under which you can group requests. 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.

To open the status configuration page

1. Log in to the SupportCenter Plus application using the user name and password of
an admin user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Request Form Customizer icon . The next
page displays the list of request form attributes that can be customized on the
left menu and the category list page.
4. Click Status from the left menu, or click the Next button on the top of the
category list page. The Status List page is displayed. You can add, edit, or delete
the request status.

Add Status
To add a request status
1. Click the Add New Status link available at the right top corner of the Status list
page.
2. In the Add Status form, 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 the 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.
If the added status requires the timer of the request to be stopped, then you
need to set the check box Stop timer.
4. If you wish, you can enter the status Description. Please note that you cannot
create two status with the same Status Name.
5. Click Save. The new status is added.
If you want to add more than one status, then instead of clicking Save, click Save and add new
button. This adds the new status and reopens the add status form.

At any point, if you decide not to add the new status, then click Cancel to get back to the status list.
Clicking the View List link on the top right corner of the add status form will also take you to the status
list view.

Edit Status
To edit an existing status
1. In the Status List page, click the edit icon beside the status name that you wish to edit.
2. In the Edit Status form, you can modify the name of the status.

AdventNet, Inc. 124

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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.
Even while editing a status, if you wish to add a new status, then click Save and add new button
instead of clicking Save button after making the changes.

Delete Status

1. In the Status List page, click the delete icon beside the status name that 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.

AdventNet, Inc. 125

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Level
Request level is a measure to indicate the complexity of a request. For example, if the received
request just has some information and does not require any action to be taken, then it can be
classified as Level 1. If there is a minor level action, such as providing the contact some tips to
resolve the issue, then it can be classified as Level 2, and so on. To open the request level
configuration page
1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Request Form Customizer icon . The next page
displays the list of request form attributes that can be customized on the left menu and the
category list page.
4. Click Level from the left menu. The Level List page is displayed. You can add, edit, or delete
the request levels.

Add Level
To add a request level
1. In the Level List page, click Add New Level link at the top right corner.
2. In the Add Level form, enter the level Name. If you want, you can enter the level Description
also. Please note that you cannot add two levels with the same name. Each level needs to be
unique.
3. Click Save. The new level gets added to the already existing list.
If you want to add more than one level, then instead of clicking Save, click Save and add new button.
This adds the new level and reopens the add level form.

At any point, if you decide not to add the new level, then click Cancel to get back to the level list.
Clicking the View List link on the top right corner of the add level form will also take you to the level
list view.

Edit Level
To edit an existing level
1. In the Level List page, click the edit icon beside the level name that you wish to edit.
2. In the Edit Level form, you can modify the name and description of the level.
3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.
Even while editing a level, if you wish to add new level, then click Save and add new button instead
of clicking Save button after making the changes.

Delete Level

1. In the Level List page, click the delete icon beside the level name that 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.

AdventNet, Inc. 126

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Mode
There are different modes of submitting a request to the IT help desk team. SupportCenter Plus
provides you the option of submitting the request through an online form. Instead, a contact can call
up the IT help desk agent and inform him/her regarding an issue faced, where the help desk agent will
ensure to log the details discussed over the phone call through the web-based form. The other mode
by which you can submit a request is by sending a mail to the IT help desk team. The IT help desk will
then log the details of the mail through the web-based form in the SupportCenter Plus application. If
there are other methods of reporting a request to the IT help desk team in your organization, you can
add the corresponding mode. To open the mode configuration page
1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Request Form Customizer icon . The next page
displays the list of request form attributes that can be customized on the left menu and the
category list page.
4. Click Mode from the left menu. The Mode List page is displayed. You can add, edit, or delete
the request mode.

Add Mode
To add a request mode
1. In the Mode List page, click Add New Mode link at the top right corner.
2. In the Add Mode form, enter the Mode Name. If you want, you can enter the mode
Description also. Please note that each Mode Name needs to be unique.
3. Click Save. The new mode gets added to the already existing list.
If you want to add more than one mode, then instead of clicking Save, click Save and add new
button. This adds the new mode and reopens the add mode form.

At any point, if you decide not to add the new mode, then click Cancel to get back to the mode list.
Clicking the View List link on the top right corner of the add mode form will also take you to the mode
list view.

Edit Mode
To edit an existing mode
1. In the Mode List page, click the edit icon beside the mode name that you wish to edit.
2. In the Edit Mode form, you can modify the name and description of the mode.
3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.
Even while editing a mode, if you wish to add new mode, then click Save and add new button instead
of clicking Save button after making the changes.

Delete Mode

1. In the Mode List page, click the delete icon beside the mode name that 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.

AdventNet, Inc. 127

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Priority
Priority of a request defines the intensity or importance of the request. To open the request priority
configuration page
1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Request Form Customizer icon . The next page
displays the list of request form attributes that can be customized on the left menu and the
category list page.
4. Click Priority from the left menu. The next page displays the available list of priorities. You
can add, edit, or delete the request priorities.

Add Priority

To add a request priority

1. In the Priority List page, click the Add New Priority link at the top right corner.
2. In the Add Priority form, enter the Priority Name and Priority Order. These two are
mandatory fields and cannot have duplicate values. If you wish, you can enter the priority
Description also.
3. Click Save. The new priority is added to the already existing list. At any point you wish to
cancel the operation that you are performing, click Cancel.
If you want to add more than one priority, then instead of clicking Save, click Save and add new
button. This adds the new priority and reopens the add priority form.

At any point, if you decide not to add the new priority, then click Cancel to get back to the priority list.
Clicking the View List link on the top right corner of the add priority form will also take you to the
priority list view.

Edit Priority
To edit an existing priority
1. In the Priority List page, click the edit icon beside the priority name that you
wish to edit.
2. In the Edit Priority 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.
Even while editing a priority, if you wish to add a new priority, then click Save and add new button
instead of clicking Save button after making the changes.

Delete Priority

1. In the Priority List page, click the delete icon beside the priority name that 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.

AdventNet, Inc. 128

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Request Default Values

You can set default values for fields such as Category, Level, Mode, Priority and Group in the New
Request form. On setting the values for these fields, by default, they get displayed in the new
maintenance request form . The contact can also change the values while submitting the request.
These default values can be changed/modified at any time.

To configure request default values,

1. Login to the SupportCentre Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the HelpDesk block, click the HelpDesk Customizer icon . This opens the
category list page.
4. Click Request Default Values from the left menu, on the left hand side of the page. This
opens the Request Default Values page.
5. Select the default value for Category, Level, Mode, Priority and Group fields from the combo
box. The selected values will be set as default value in the new request form.
Example: If you set the value for Mode as E-mail, then in the new request form the default
value for Mode will be displayed as E-mail.
6. Click Save. This saves the request default settings.

AdventNet, Inc. 129

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Additional Fields

You can have your own customized additional fields apart from the default fields in the new request
form. You can collect additional information about the request using additional fields.

To add additional fields,

1. Log in to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the HelpDesk block click the Helpdesk Customizer icon . This opens the
Helpdesk Category page.
4. Click Request - Additional Fields link from the menu list on the left hand side of the page.
This opens the Request Additional Fields. You can add Text fields, Numeric fields, Date and
Time fields in the form.

Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the Additional
fields.
2. Specify any relevant information about the additional fields in the Description text field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single- Line,
Multi – Line or Pick List (drop down list).
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for a request.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text field.
4. Click Save to save the settings.

Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for a request.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text fields.
4. Click Save to save the settings.

AdventNet, Inc. 130

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Form Customizer

The Request Form Customizer helps you to create a tailor-made Request Form to ensure that the
users submit all the required information along with the request. The FacilitiesDesk supervisor can
design a customized Request Form of his own that suits his needs.

To customize the request form,

1. Login to the FacilitiesDesk application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Helpdesk block, click the Helpdesk Customizer icon . This opens the
category list page.
4. Click the Request Form Customizer from the left menu on the left hand side of the page.
This opens Request Form Customizer page.

The request form can have,

• Certain important fields as Mandatory : All the must-have information for the support rep to
resolve the request is defined as Mandatory.
• Certain fields the Contact can Set: Any optional information to be provided by the contact is
selected as contact can set field.
• Certain fields that the Contact can View: The fields that can be only viewed and cannot be
edited or set by the contact is selected as contact can view field.
Example: When you customize the request form, you can select the,

• Title & Name of the request as Mandatory field.

• Contact Number of the requester can be selected as Requester can Set option.
• Mode can be selected as Requesters can View option. Say if the SupportCenter manager
wants the request to be sent only through email and not through any other mode then the
support rep can select the mode as Contacts can View option.

There are four blocks of information to be provided in the request form, the SupportCenter Plus
support rep can customize the fields based on his needs and priority.

The first block is Request Details block.

1. In the request details block Status, Level, Mode & priority are the available fields.
2. Select the corresponding values from the combo box.
3. Select the options to customize the form by enabling the relevant check box. Say Mandatory
fields, Requester can set, Requester can view options.
The Second block is the Owner Details block,
1. In this block Group & Support rep are the available fields,
2. Select the corresponding values from the combo box.
3. Select the options to customize the form by enabling the relevant check box.
The Third block is the Contact Details block,
1. In this block Name, Product, Account/Sub-Account, Email, Phone and Mobile are the
available fields,

AdventNet, Inc. 131

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

2. Select the name from the contact list by clicking the contact list icon. This is a mandatory field.
On selecting the name, account/sub-account, product, email, phone and mobile fields gets
filled automatically.
3. Select the Product from the combo box. Select the corresponding values for the fields from
the combo box.
4. Select the options to customize the form by enabling the relevant check box.
The Fourth block is the Category Details block,
1. Select the Category, Sub-Category, Item from the combo box.
2. Specify the title for the form in the Subject field. This is a mandatory field.
3. Specify an relevant information about the form in the Description field.
Click Save, to save the settings.
Click Save and Preview, to save and see the preview of New Request form for Requester login.

AdventNet, Inc. 132

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Preview
On customizing the new request form for both the contacts and the support reps, you can see the
preview of the request form for both the login using this option.

To view the Request Preview,

1. Login to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Helpdesk block, click the Helpdesk Customizer icon . This opens the category
list page.
4. Click the Request Preview link left menu on the left hand side of the page. This opens the
Request Preview page.
5. There will be two tabs available one for Contact View and other for Support Rep View. Click
on the Contact view tab to view the new request form for contact login.
6. Click on the Support Rep view tab to view the new request form for support rep login.

AdventNet, Inc. 133

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Closing Rules

Request closing rules can be used to select the mandatory fields to be filled in by the supervisors
while closing the requests.

To select the mandatory fields,

1. Login to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.
3. In the Maintenance Request block, click the Maintenance Request Form Customizer

icon . This opens the category list page.

4. Click the Request Closing Rules link from the menu on the left hand side of the page. This
opens Request Closing Rules page.
5. Select the mandatory fields for closing the request from the list by enabling the check box.
6. Save the details.
Example: If you have selected Resolution as a mandatory field, then the supervisor fixing the
problem, should enter the reason and solution for the problem in the resolution text field before
closing the request form, else an error message will pop up asking you to specify the details in the
resolution field.

AdventNet, Inc. 134

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Mail Server Settings

SupportCenter Plus allows you to configure the incoming e-mail settings and the outgoing e-mail
settings such that it fetches the mails that are sent to the IT help desk team and sends
notifications/feedback to the support reps and contacts.

To configure mail server settings,

1. Log-in to the Supportcenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Click the Mail Server Settings icon under the general settings block. This opens the
Mail Server Settings page.

IIncoming Mail Settings

1. By default you have Incoming Mail Settings tab selected. All the fields marked * are
mandatory fields. Enter the server name, user name, password, e-mail address, port, and the
time interval in which the mail needs to be fetched periodically. The time period is in minutes.
The e-mail type should be selected from the combo box.
2. Click Save. On successful connection to the server, the success message is displayed and
the UI changes as below

To start fetching the mails, click the Start Fetching button. Once the mail fetching is started, the Save
button in the incoming mail server settings is disabled. If you wish to change any of the settings, then
you need to stop mail fetching, make the changes, save them and then restart the mail fetching.

AdventNet, Inc. 135

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Outgoing Mail Settings

1. In the Email Settings page, click the Outgoing tab. This opens the outgoing mail settings
form.
2. Specify the outgoing mail Server Name/IP Address, reply-to e-mail address, and port. These
three are the mandatory fields.
3. If there is an alternate server, then enter its name in the Alternate Server Name / IP
Address field.
4. Enter the name of the sender in the Sender's Name field.
5. Choose the e-mail type, which is usually SMTP. The Port associated to SMTP is 25 by
default.
6. If your SMTP server for outgoing mails require authentication, then select the check box
Requires Authentication.
7. Enter the User Name and Password in the respective fields.
8. Click Save.

Spam Filter

You can mark all your junk mails under spam by defining filter criteria for the mails. Once you set a
criteria and mark a mail as spam then that e-mail will be dropped and no new requests 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 from the combo box. And also select the Conditions
from the combo box.
3. And specify the filter content in the given text field by clicking the choose button.
Ex: if criteria is SENDER and Condition is CONTAINS then the content can be
[email protected].

AdventNet, Inc. 136

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

4. Click Add to Rules button to add the criteria to the rules and match it with the incoming mails.
Specify Match all of the following (And) or Match any of the following (OR) option to
match with the rule by selecting any of the radio buttons.
5. Save the details.

AdventNet, Inc. 137

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Notification Rules

ManageEngine SupportCenter Plus allows you send notifications to contacts and support reps. The
notifications can be of two types: e-mail and SMS. These notification modes can be set across various
options of the requests. 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. To set the notification
rules and the message template:
1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Notification Rules icon . This opens the Notification
Rules page as shown below,

4. To enable or disable any of the notification rules, select or de-select the check box beside
each of the rules.
5. You can also choose the support rep(s) who need to be notified when a new request is
created. For this, click Choose button. The list of support reps is displayed in a pop-up
window.
6. Select the support reps. For multiple selections, press Shift or Ctrl key and then select the
support reps.

AdventNet, Inc. 138

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

7. Click OK. The selected support reps get listed in the text box beside the Choose support
rep(s) button.
You can also customize the message template for each of the notifications. For this,
1. Click Customize Template link available beside each notification rule to be modified. This
opens the template is editable format as shown below,

2. You can change the subject and the 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. To add more variables, just click the corresponding variable from the list box beside
the respective field.

AdventNet, Inc. 139

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Groups
Request Groups denote the temporary location where the various incoming requests can be
categorized and grouped till a support rep can pick up or the request is assigned to a specific support
rep by the help desk administrator. Each group can have a group of support reps incharge of handling
the requests pertaining to that group. You can configure these groups in such a way that notifications
can be sent to support rep group who belong to the group regarding a new request creation. These
groups, will be listed in the drop-down menu in the New Request form.

To open the group configuration page

1. Log in to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Groups icon . You can add, edit, or delete groups.

Add Group
To add a request group
1. Click the Add New Group link available at the right top corner of the Group list page.
2. In the Add Group form, enter the group name in the Name field.
3. Select the support reps that you wish to group under this group from the Available Support
Reps list box and click >> button to move them to Support Reps interested in this group.
4. You can choose the support reps of the group to whom you wish to notify for a new request
creation in the group. To do this select the check box Send notification to group support
rep(s) when a new request is added to this group. This drops down the support rep
selection field.
5. Click Choose button to open the List of Group Support Rep pop-up window.
6. Select the support reps whom to wish to notify and click OK.
7. To choose the support reps to send notification for unpicked requests in the group, select the
check box Send notification to support rep(s) when a request in this group is left
unpicked. This drops down the support rep selection field and time period configuration after
which the notification will be sent.
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. The support reps get listed in the field
provided.
10. Enter 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. Click Save. The new group is added.
If you want to add more than one group, then instead of clicking Save, click Save and add new
button. This adds the new group and reopens the add group form.

At any point, if you decide not to add the new group, then click Cancel to get back to the group list.
Clicking the View List link on the top right corner of the add group form will also take you to the group
list view.

Warning: 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

AdventNet, Inc. 140

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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, which are:
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.

Edit Group
To edit an existing group
1. In the Group List page, click the edit icon beside the group name that 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, and description.
3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.
Even while editing a group, if you wish to add a new group, then click Save and add new button
instead of clicking Save button after making the changes.

Delete Group

1. In the Group List page, click the delete icon beside the group name that 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.

AdventNet, Inc. 141

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Business Rules

You can define Business rules that will enable you to organize the incoming requests (form and e-
mail) and perform any action ranging from delivering them to queues, to assigning status and other
parameters of the requests. To add a new Business Rule, click Add New Business Rule link on the
right hand side corner of the Business Rule List table.

To open the Business Rule configurations page:

1. Login to the SupportCenter Plus application with admin username and password.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Business Rule icon . The resulting page will display the
available list of business rules. You can add, edit, or delete business rules.

Add New Business Rule

To add a Business Rule
1. Click Add New Business Rule link available at the top right corner of the Business Rules
List page.
2. In the Add Business Rule form, enter the Rule Name. This field cannot be empty.
3. If required, you can provide a corresponding description for the business rule.

4. In the Business Rules block define the rules and criteria that need to be satisfied by the
incoming request. Set the criteria by selecting from the Select Criteria combo box, and then
choose conditions, and then the individual values that need to be matched by clicking the
Choose button. This will open the values from the database for that particular parent criteria

AdventNet, Inc. 142

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

that you chose from the combo box. Choose the values you want and click Select. For
example, if you want to match the contact name John, then select Contact Name in the
combo box. Now select the condition is or is not from the drop down list. This list varies from
each criteria. Then, click Choose button, to open the list of contacts in a pop-up window.
Select the contact name from the list and click Select. For multiple selection, press Shift or
Ctrl key while selecting the names. The selected names will appear in the text box just before
the choose button.
5. Click Add to Rules to add the defined rule to the rules table.
6. By default, the radio button Match ALL of the following is selected. If you do not want all of
them to be checked but if it is enough if any one of the rules are matched, then select the
radio button Match ANY of the following. After defining the rules, you need to define the
actions that need to be performed on the request matching the criteria.
7. Choose the action that needs to be performed on the request from the Choose Action drop
down list.
8. Click Choose button to the select the values for the chosen action. For example, if the action
you had chosen was to Place in Queue, then clicking the choose button will display the
available queues in which the request can be placed. You need to select the queue in which
the request has to be placed and click OK.
9. Click Add.
10. Click Save.
If you want to add more than one business rule, then click Save and add new, instead of clicking
Save. This adds the business rule and reopens the add business rule form.

At any point, if you do not wish to add the business rule and would like to get back to the business
rules list from the add business rule form, click Cancel. Clicking the View List link on the top right
corner of the add business rule form will also take you to the business rules list view.

Edit Business Rule

To edit an existing business rule
1. In the Business Rules List page, click the edit icon beside the Business Rule Name that
you wish to edit.
2. In the Edit Business Rule form, you can modify all the fields mentioned in the add business
rule form.
3. To edit the Match the below criteria set, click the edit icon beside the individual criteria.
The respective selection window is opened in a separate pop-up. You can choose more
values or remove a few values by deselecting them.
4. You can also delete a criteria completely. To delete a criteria, click the delete icon beside
the individual criteria.
5. 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.
6. Click Save to save the changes performed. At any point you wish to cancel the operation that
you are performing, click Cancel.
Even while editing a business rule, if you wish to add another new business rule, then click Save and
add new button instead of clicking Save button after making the changes.

Delete Business Rule

1. In the Business Rule List page, click the delete icon beside the Business Rule Name
that you wish to delete. A confirmation dialog is opened.

AdventNet, Inc. 143

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

2. Click OK to proceed with the deletion. If you do not want to delete the business rule, then
click Cancel.

Organize Business Rules

You can organize the business rule to appear in a particular order in the list view by following the
steps below:
1. Click Organize Business Rules link available above the list of business rules in the
Business Rules List view. A pop-up window is opened with the list of available business
rules in the order that is appearing the list view.
2. Select a business rule, and click Move up or Move Down button beside the list.
3. Click Save.
Organizing the business rules decide the order in which the rule is applied on the incoming request.

AdventNet, Inc. 144

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Scheduled Requests
You can Schedule Requests for preventive maintenance or for regular maintenance of a task. Say
you can schedule a request for cleaning-up the database once a month or server maintenance once
in 3 months and so on. This option is similar to the Reminders option in the application. However
there is a major difference between the reminders and scheduled requests option. On scheduling
request for a task a new request will be created and assigned to the specified support rep name
automatically. This in turn will be logged in for future reference of the support rep.

To schedule requests,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Helpdesk block, click the Scheduled Requests icon .This opens the
scheduled requests page.

Creating a Request Template

Task template has four blocks, Request details, Owner details, Contact details, Category details.
1. Specify the Status, Level, Mode, Priority of the request from the comb box.
2. Select the Group from the combo box. This option is given to group the task template. Ex.
Network, Hardware etc.
3. Select the Support Rep from the combo box to assign the task and click the requester list
icon to select the requester Name. This is a mandatory field. The other details such as
Account/Sub Account, Phone, Email, Product, Mobile get filled automatically based on the
contact details specified in the contact form.
Note: The Requester Name and Account under the contact block can only be selected from
the existing list. A new contact or account cannot be created.
4. Select the Product Name from the combo box.
5. Select the Category, Sub Category and Item from the combo box.
6. Specify the Subject line for the task in the given text field. This is a mandatory field.
7. Specify relevant information about the task in the given Description field.
8. To attach a file to the task template click Attach a File button to attach files.
9. Click Next>> button for Task Scheduling.

Scheduled Request

To schedule a task, 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 combo box.
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 corresponding check box beside the day of the
week.

AdventNet, Inc. 145

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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 combo box.
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.
For Example:

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. Ex: 3rd of every month.
4. Select the time from the combo box. Ex: 1500 hrs.
5. Save this schedule. A task for cleaning-up the database will be sent to you every month on
3rd at 1500 hrs helping you to complete the regular maintenance task in advance without any
request sent from the users.

AdventNet, Inc. 146

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Template
You can create a Request Template for all the frequently raised requests such as, to set the
temperature in the cooler, changing the mode in the air conditioner and so on. Thus it helps you to
create a default request template for all the repeated requests raised by the requesters.
1. Log in to the ServiceDesk Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. In the Helpdesk block, click the Request Template icon . This opens the Request
Template page.
4. Click on Create button. This opens the Request Template form.
5. Specify the Template Name in the given text field. Ex: Temperature in Air conditioner. This is
a mandatory field.
6. If you wish to show the request template to the contact then select Show to Contact button.
7. Specify relevant remarks about the request template in the Comments text field.
8. Select the Status of the request from the comb box. Ex. Open.
9. Specify the Level of the request from the combo box. The level should be selected based on
the priority. For ex. If the priority of the request is high then select Tier 1.
10. Select the Mode from the combo box. This will be the mode of communication, to inform the
support rep.
11. Select the Priority from the combo box. For ex. High, Medium, Low etc.
12. Select the Group from the combo box. This option is given to group the task template. Ex.
Appliances, Transportation, Education, Sports etc.
13. Select the Support Rep from the combo box to assign the task.
14. Select the Category, Sub Category and Item from the combo box.
15. Specify the Subject line for the task in the given text field. Specify relevant information about
the task in the given Description field.
16. If you wish you can add the Resolution in the resolution text field.
17. Save the details. The request template gets listed under the New Request tab at the top left
corner of the page.

AdventNet, Inc. 147

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Time Entry Type

Type of support provided by the support rep to the customer is termed as time entry type. While
specifying the time spent details of the support rep for a request, the support rep can specify the type
of support provided by him/her by selecting from the combo box. Ex: Say Product Consultation or
Service Maintenance etc. These time entry types are added using this option.

To add Time Entry Type,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Helpdesk block, click the Time Entry Type icon . This opens Time Entry Type
list page.
4. Click the Add New Time Entry Type link on the right hand side of the page. This opens the
Add Time Entry Type page.
5. Specify relevant Name for the Time Entry Type in the given text field.
6. Specify the details about the time entry type in the Description field.
7. Save the changes. If you would like to add another time entry type click Save and Add New
button.

AdventNet, Inc. 148

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Time Entry Additional Fields

You can define your own organization specific fields that need to appear in the Add Time Entry form
of a request apart from the pre-set fields in the form. You can add Text fields, Numeric fields and
Date type fields in the form.

To add additional fields,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Helpdesk block, click the Type Entry - Additional Fields icon . This opens
Type Entry - Additional Fields page. You can add text fields, numeric fields and date type
fields in the form.

Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the
Time Entry Fields.
2. Specify any relevant information about the additional fields in the Description text
field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single-
Line, Multi – Line or Pick List (drop down) menu list.
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for Time
Entry.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
field.
4. Click Save to save the settings.

Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for Time Entry.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
fields.
4. Click Save to save the settings.

AdventNet, Inc. 149

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Account Settings
The account information gives you details on the customer's organization and purchase details. This
will give you details about the purchases that the company has made and the kind of support that
needs to be provided for them. The type of support helps the customer support team to prioritize the
requests received from various customers and respond to them based on the priority associated to
the requests. You can also associate products to the account to keep track on the products purchased
by the customer.

Various Account Settings configurations are,

• Adding Industry
• Adding Product Type
• Adding Product
• Adding Product Additional Fields
• Adding Account Additional Fields
• Adding Sales Additional Fields
• Schedule CSV Import
• WebPortal Configuration

AdventNet, Inc. 150

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring 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. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. Under the Account Settings block, click the Industry icon . The next page displays the
list of industry types that are already available. You can add, edit, or delete the industries.

Add Industry
To add an industry
1. In the Industry List page, click the Add New Industry link at the top right corner.
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.
If you want to add more than one industry, then instead of clicking Save, click Save and add new
button. This adds the new industry and reopens the add industry form.

At any point, if you decide not to add the new industry, then click Cancel to get back to the industry
list. Clicking the View List link on the top right corner of the add industry form will also take you to the
industry list view.

Edit Industry
To edit an existing industry type
1. In the Industry List page, click the edit icon beside the industry name that 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.
Even while editing a industry, if you wish to add a new industry, then click Save and add new button
instead of clicking Save button after making the changes.

Delete Industry

1. In the Industry List page, click the delete icon beside the industry name that you wish to
delete. A confirmation dialog appears.
2. Click OK to proceed with the deletion. If you do not want to delete the industry, then click
Cancel.

AdventNet, Inc. 151

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Product Types

Each product can be categorized into a specific product type. This is the high-level categorization for
the assets that are bought. For example, Adobe Photoshop or Macromedia Flash can be categorized
under the product type Software, while HP Inkjet Printer can be categorized under the product type
Printer. In general, product type is a parent category under which you can group each of the specific
products that you have in store for sale.

To open the product type configuration page

1. Log in to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. Under the Account Settings block, click the Product Type icon . The next page displays
the available list of product types. You can add, edit, or delete product types.

To Add Product Types

1. In the Product Types List page, click Add New Product Type link available at the top right
corner. This opens the Add Product Type form.
2. In the Add Product Type form, enter the Product Type Name. This name needs to be
unique and this field cannot be blank.
3. If required, add relevant Description for the product type.
4. Click Save.
If you want to add more than one product type, then instead of clicking Save, click Save and add new
button. This adds the new product type and reopens the add product type form after displaying a
message that the a new product type is added.

At any point, if you decide not to add the new product type, then click Cancel to get back to the
product type list. Clicking the View List link on the top right corner of the add product type form will
also take you to the product type list view.

To Edit Product Type

1. In the Product Types List page, click the edit icon beside the Product Type Name that
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.
Even while editing a product type, if you wish to add new product type, then click Save and add new
button instead of clicking Save button after making the changes.

To Delete Product Types,

1. In the Product Types List page, click the delete icon beside the Product Type Name that
you wish to delete. A confirmation dialog is opened.
2. Click OK to proceed with the delete operation. If you do not want to delete the product type,
then click Cancel.

AdventNet, Inc. 152

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Product
Commodities offered for sale are called products in SupportCenter Plus. It's important to add all the
new products to the application as these products can be used for reference in other modules of the
application such as, Requests, Contracts and more. As and when a new product is added to the
customers, you need to add it to the existing product list. Also, if you do not wish to sell a specific
product anymore, then it needs to be discarded from the list by deleting the details of the same.

Example: Dell Lattitude D600 is a product representing Dell Laptops.

To add new products,

1. Log in to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Account Settings block, click the Product icon . This opens the product list
view page.

To Add Product
1. From the Product List page, click Add New Product link available at the top right corner of
the page.
2. In the Add Product form, enter the Product Name. This field cannot be blank.
3. From the Product Type combo box choose the product type under which you wish to classify
the product you are adding.
4. Enter the Part No. of the product.
5. If you know the warranty period of the product, enter it in the Warranty Period by choosing
the number of years and months from the combo box.
6. Enter the Unit Price of the product in the field provided for the same.
7. If you have added Additional Product Details fields then the additional fields get displayed
next to Unit Price.
8. If required, add relevant Comments for the product.
9. Click Save. A message is displayed and the product is added.
If you wish to add more than one product, instead of clicking Save, click Save and add new button.
This would add the product and open the add product form for you to add more products. To get back
to the product list page, click View List link at the top right corner of the Add Product form.

To Edit Product,

1. Click the edit icon beside Product Name in the Product List page.
2. In the Edit Product form, you can edit all the form fields mentioned in the add product
procedure.
3. Click Save. A message is displayed and the product is updated.
Even while editing the product information, if you wish to see the product list page, click the View List
link at the top right corner of the Edit Product form. Also if you want to add a new product, then in the
product details tab, click Save and add new button.

AdventNet, Inc. 153

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Delete Product
A product can be deleted only if it is not being referenced elsewhere. To delete a product,
1. Click the delete icon beside the Product Name. A confirmation dialog is opened.
2. Click OK to proceed with the deletion. If you do not wish to delete the product, click Cancel.

AdventNet, Inc. 154

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Product Additional Fields

You can define your own organization specific fields that need to appear in the Add Product form
apart from the pre-set fields in the form. You can add text fields, numeric fields and date type fields
in the form.

To add additional fields,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Account Settings block, click the Product Additional Fields icon . This
opens the Product - Additional fields page. You can add text fields, numeric fields and date
type fields in the form.

Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the
Additional fields.
2. Specify any relevant information about the additional fields in the Description text
field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single-
Line, Multi – Line or Pick List (drop down list).
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for a product.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
field.
4. Click Save to save the settings.

Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for a product.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
fields.
4. Click Save to save the settings.
These fields appear under the grouping Additional Product Details in the Add Product form. To
delete the user-defined fields, in step 4 through 7, instead of adding the label names, delete the label
names that you wish to remove from the fields of the form and click Save. The respective fields that
you deleted will be removed from the Add Product form.

AdventNet, Inc. 155

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Account Additional Fields

You can define your own organization specific fields that need to appear in the New Account form
apart from the pre-set fields in the form. You can add text fields, numeric fields and date type fields
in the form.

To add additional fields,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Account Settings block, click the Account Additional Fields icon . This
opens the Account - Additional fields page. You can add text fields, numeric fields and date
type fields in the form.

Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the
Additional fields.
2. Specify any relevant information about the additional fields in the Description text
field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single-
Line, Multi – Line or Pick List (drop down list).
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for a
account.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
field.
4. Click Save to save the settings.

Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for a account.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
fields.
4. Click Save to save the settings.
These fields appear under the grouping Additional Product Details in the New Account form. To
delete the user-defined fields, in step 4 through 7, instead of adding the label names, delete the label
names that you wish to remove from the fields of the form and click Save. The respective fields that
you deleted will be removed from the Add Account form.

AdventNet, Inc. 156

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Sales Additional Fields

You can define your own organization specific fields that need to appear in the Associate Product
form in the Account Details page apart from the pre-set fields in the form. You can add text fields,
numeric fields and date type fields in the form.

To add additional fields,

1. Log in to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Account Details block, click the Sales Additional Fields icon . This opens
the Sales - Additional fields page. You can add text fields, numeric fields and date type fields
in the form.

Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the
Additional fields.
2. Specify any relevant information about the additional fields in the Description text
field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single-
Line, Multi – Line or Pick List (drop down list).
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for sales.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
field.
4. Click Save to save the settings.

Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for sales.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
fields.
4. Click Save to save the settings.
These fields appear under the grouping Additional Sales Details in the Associate Product form in
the account details page. To delete the user-defined fields, in step 4 through 7, instead of adding the
label names, delete the label names that you wish to remove from the fields of the form and click
Save. The respective fields that you deleted will be removed from the Associate Product form.

AdventNet, Inc. 157

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Schedule CSV Import

This feature automates the process of importing Account & Contact information from an external
database using CSV files.

Four step process of automating CSV import

• When the "CSV Schedule" is configured & enabled, SupportCenter looks for CSV file
under the <SupportCenter_Home>\csv_files 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.
2. Log in to SupportCenter Plus application using your user name and password.
3. Click the Admin tab in the header pane. This opens the configuration wizard page.

4. Under the Helpdesk block, click the Automate CSV Import icon . This opens the
Schedule CSV Import list page.
5. Click Add Schedule link on the right hand side of the page. This opens the Add Schedule
page.

Note: CSV file should be available under SupportCenter Plus CSV directory to automate
the import. Path for the directory would be \AdventNet\ME\SupportCenter\csv_fiels

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 directory.

5. Once the CSV file is available in the CSV directory. CSV File Name gets displayed
automatically in un-editable format.
6. Specify the File Encoding format from the combo box.
7. Click the Show Fields button to map the fields. Map the fields.
8. To schedule the settings click the Enable radio button.
9. Select the Time duration from the combo box.

AdventNet, Inc. 158

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

10. Select the Date from the calender button and also select the start schedule time from the drop
down list.
11. If you like to notify the support rep on the failure of the CSV import update then click
Notification check box.
12. Save the settings.

AdventNet, Inc. 159

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Web Portal Configurations

Using web Portal configuration you can configure a web portal page for your customers. You have list
of options available to design your own web-portal. You can select, de-select the options you wish to
provide to the customers then Ex: If you do not want your customers to login to the customer portal
then de-select the login section option which makes the login option unavailable for your customers.

For Web portal configuration,

1. Login to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Click Web Portal Configuration icon under the Account Settings block. This opens
the Web Portal Configuration page.
4. On the top of the page you have the sample customer portal page as shown below. The
sample page you have the list of options available to appear in the customer portal page such
as, Portal Name, Login Section, Search Solutions, Links, Popular Solutions, Recent Solutions
and Color configurations option.
Login Section: On selecting this option the login section block gets displayed on the left side
as shown in the sample page and also your customers can login to SupportCenter plus
application.

Search Solutions: On selecting this option search solutions block gets displayed as shown in
the sample page and the customer can enter the text and search for solutions using this option.

Links: To add hyper links to the web page select the check box given beside the links. Click
Add Links hyperlink. This opens Add Link Element page.
Specify the title or text to add hyperlink in the Name text field.
Specify the Description about the link in the given text field.
Specify the Target url (the url to be linked) in the text field.
Save the changes. You can also edit or delete the links by clicking on the corresponding
icons on the right side of the page.

Popular Solutions: On selecting this option all the popular solutions for the popular problems
gets listed on the web page and the customers can view the solutions to troubleshoot their
problems.

Recent Solutions: On selecting this option all the recently added solutions will be listed in the
web page and the customers will be able to view the solutions.

Color Configuration: You can also customize the colors displayed in the web portal for the top
band and section band.
1. To change the color click the corresponding link. A color picker window pops up.
2. Select the color and it gets displayed in the color box next to the link.
3. Once you select the options to be displayed in the customer portal page you can see
a preview of the page by clicking the Preview button.
4. If you would like to continue with the web page then click Apply Changes button else
click Back button to come back to the configuration page.

Note: Web Portal Page can be accessed at http://<server_name>:<port>/sd/SolutionsHome.sd

AdventNet, Inc. 160

AdventNet ManageEngine SupportCenterPlus :: AdminGuide

AdventNet, Inc. 161

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Contract Settings
Under contract settings you configure customer support services, plans, service level agreements,
operational hours and holidays of the organization. Support services helps to keep track various
customer related information, customer accounts and contact information. They help to keep the
customer information up-to-date.

Various Support Services configurations are,

• Configuring Support Plans
• Adding Support Services
• Configuring Service Level Agreements
• Configuring Operational Hours
• Configuring Holidays

AdventNet, Inc. 162

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Support Plan

Support plan is the design of support that is being paid for by the customer. For example, let us say a
phone and e-mail support combination is available and is named as Gold Support, while Silver
Support would just have e-mail support to the customer. Similarly you can define your own
combinations or provide your own descriptions for what each of the support plan means for your
organization.

To open the support plan configuration page,

1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Contract Settings block, click the Support Plan icon . The next page displays
the list of support plans that are already available. You can add, edit, and delete support
plans as per your need.

To Add Support Plan,

1. From the Support Plan List view page, click the Add New Support Plan link at the top right
corner of the page. This opens the Add Support Plan form.
2. Specify the Support Plan Name in the given text field. This is a mandatory field.
3. Specify the Description for the support plan in the given text field.
4. Select the Support Type from the combo box.
5. For the selected support type, if you have any specific Support Service then you can add the
support service to the plan using Add New link available beside the support services title. By
default the list of all available support services will be displayed you can also select the
existing services for the support plan by enabling the check box.
Example If you buy a walker from Acme corporation then you have free maintenance service
of the walker yearly twice for 3 years. This support service can be added to the support type
and plan.
6. Click Save. The new support plan is added to the already existing list. At any point you wish
to cancel the operation that you are performing, click Cancel.
If you want to add more than one support plan, then instead of clicking Save, click Save and add new
button. This adds the new support plan and reopens the add support plan form.

At any point, if you decide not to add the new support plan, then click Cancel to get back to the
support plan list. Clicking the View List link on the top right corner of the add support plan form will
also take you to the support plan list view.

To Edit Support Plan,

1. From the Support Plan List page, click the edit icon beside the support plan name to be
edited. This opens the Edit Support Plan form.
2. Modify the details and Save the changes. At any point, if you wish to cancel the operation that
you are performing, click Cancel.
Even while editing a support plan, if you wish to add a new support plan, then click Save and add
new button instead of clicking Save button after making the changes.

AdventNet, Inc. 163

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Delete Support Plan

1. In the Support Plan List page, click the delete icon beside the support plan name that 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.

AdventNet, Inc. 164

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Support Services
All the support services provided for the customer through support plan/contract is specified using this
option. The extra service provided for the customer is also specified here and under contract services.

To Add Contract Services,

1. Login to SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Contract Settings block click the Contract Services icon . This opens the
Contract Service list view page.
4. Click Add New Contract Service link on the right hand side of the page. This opens the Add
Contract Service page.
5. Specify the Contract Service Name in the given text field.
6. Specify the Description of the contract service in the given text field.
7. Save the details. Click Save and Add New button to save and add another contract service.

AdventNet, Inc. 165

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Service Level Agreements

You can have service level agreements (SLAs) defined for speedy service provided by the support
desk team. These SLAs help evaluating the efficiency, effectiveness, and responsiveness of the
support desk team.

SLAs can be defined for each individual or account. Say, a service request governed by SLAs is
received by SupportCenter Plus, the priority for the request is automatically set based on the SLA
rules. And if the request is not resolved within the specified time period of the SLA, you can set the
escalation rules and escalate the issue to the higher authority.

To Add Service Level Agreement,

You can define SLAs, which will set the rules for attending the support requests generated from
particular requesters/departments.
1. Login to the SupportCenter Plus application using your user name and password.
2. Click the Admin tab in the header pane.

3. Under the Contract Settings block, click the Service Level Agreement icon . This
opens the Service Level Agreements page.
4. Click Add New SLA link available at the top right corner of the SLA list page.
5. In the Add SLA form, enter the SLA Name. This field cannot be empty.
6. If required, you can provide a corresponding Description for the SLA.
7. Select the Support Plan from the combo box.
8. In the SLA rules block set the rules and criteria for the SLA. By default, the radio button
Match ALL of the following is selected. If you do not want all of them to be checked but if it
is enough if any one of the rules are matched, then select the radio button Match ANY of the
following.

9. Now, set the criteria by selecting from the Select Criteria combo box, and then choose the
individual values that need to be matched by clicking on the choose button. This will open the
values from the database for that particular parent criteria that you choose from the combo
box. Choose the values you want and click Select.
Example: If you want to match the Category with Warranty Problem then select Category
from the combo box. Now click Choose button, to open the list of category in the pop-up
window. Select the category from the list and click OK button. For multiple selection, press
Shift or Ctrl key while selecting category. The selected category will appear in the text field just
before the choose button.

AdventNet, Inc. 166

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Note: If the criteria chosen was product, then rules set for it gets disabled. Hence a contract
should be created for the product mentioning the support plan.
10. Click Add to Rules to add the defined rule to the Rules Set.
11. Set the Resolution Time. If you would like to resolve the request irrespective of the
operational hours select the Should be resolved irrespective of operational hours check
box. By selecting this, you will be overriding the operational hours of your organization and
the due by time will be calculated from the creation time without taking into consideration the
holidays and operational hours.
12. If the request is not resolved within the specified resolution time, then you can set the
escalation levels for notification. If you want to set the escalation levels, then select the check
box available beside the Enable Level 1 notification. The level 1 notification expands.

13. To Escalate to, click the Choose button to open the list of available support rep names in a
pop-up window.
14. Choose the list of support reps to whom the escalation notification needs to be sent, and click
OK button.
15. Set the time after which the escalation must be done. Similarly, you can set 4 levels of
escalations.
16. Click Save once you are done with all the above.
If you want to add more than one SLA, click Save and add new instead of clicking Save. This adds
the SLA and reopens the add SLA form.

At any point, if you do not wish to add the SLA and would like to get back to the SLA list from the add
SLA form, click Cancel. Clicking the View List link on the top right corner of the add SLA form will
also take you to the SLA list view.

The SLAs escalations are enabled by default. If you want to disable SLA escalations, click the
Disable Escalation button in the SLA List view page.

To Edit Service Level Agreement,

1. In the SLA List page, click the edit icon beside the SLA Name to be edited.
2. Modify the details and Save the changes. Even while editing an SLA, if you wish to add
another new SLA, then click Save and add new button instead of clicking Save button after
making the changes.

Delete Service Level Agreement

1. In the SLA List page, click the delete icon beside the SLA Name that 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 SLA, then click Cancel.

Organize Service Level Agreements

You can organize the SLA to appear in a particular order in the list view by following the steps below:
1. Click Organize SLA link available above the list of SLAs in the SLA List view. A pop-up
window is opened with the list of available SLAs in the order that is appearing the list view.

AdventNet, Inc. 167

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

2. Select an SLA, and click Move up or Move Down button beside the list.
3. Click Save.
Organizing the SLAs decide the order in which the SLA is applied on the incoming request.

AdventNet, Inc. 168

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Operational Hours

You can set the operational hours of your organization. The operational hours that you configure is
used while calculating the request due by date and time.

To set the organization's operational hours,

1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Contract Settings block, click the Operational Hours icon . The Operational
Hours form is displayed.

4. In the above form, set the Start Time and End Time. This specifies the working hours of your
organization. If your organization works 24 hours, then select the Round the clock
Operational hours (24 hours) radio button.
5. Now, select the days that your organization works by selecting the check boxes provided
beside the days of the week.
6. Click Save. At any point if you wish not to modify the operational hours, then click Reset.
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.

AdventNet, Inc. 169

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Holidays
You can set your organizational annual holidays in the ManageEngine SupportCenter Plus application
using the Holidays option available in the Admin page. This has the list of holidays during which the
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. Log-in to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Contract Settings block, click the Holidays icon . The next page displays the
available list of holidays. You can add, edit, or delete holidays.

To Add Holidays,

To add holidays
1. Click Add New Holiday link available at the top right corner of the holiday list page.
2. In the Add Holiday form, there is a Date field where you can select the date using the
calender . This is a mandatory field and needs to be selected. If required, you can provide
a corresponding description about the holiday.
3. Click Save.
If you want to add more than one holiday, then click Save and add new, instead of clicking Save.
This adds the holiday and reopens the add holiday form for you to add more holidays.

At any point, if you do not wish to add the holiday and would like to get back to the holiday list, click
Cancel. Clicking the View List link on the top right corner of the add holiday form will also take you to
the holiday list view.

To Edit Holidays,

1. In the Holiday List page, click the edit icon beside the holiday Date that you wish to edit.
2. From the Edit Holiday form modify the details. And Save the changes.
3. Click Cancel to cancel the operation.
Even while editing a holiday, if you wish to add another new holiday, then click Save and add new
button instead of clicking Save button after making the changes.

To Delete Holidays,

1. In the Holiday List page, click the delete icon beside the holiday Date that you wish to
delete. A confirmation dialog appears.
2. Click OK to proceed with the delete operation. If you do not want to delete the holiday, then
click Cancel.

AdventNet, Inc. 170

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

User and Related Settings

User Management
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.

The various user management configurations that you can perform are
• Adding Roles
• Adding Contact - Additional Fields
• Adding Support Reps
• Adding Support Rep - Additional Fields
• Adding Account Managers

AdventNet, Inc. 171

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Roles
ManageEngine SupportCenter Plus can be accessed by different people of your organization. Those
who access the application will have a defined role and hence have a defined set of tasks to execute.
SupportCenter Plus allows you to configure the roles and assign these roles to each and every user of
the application.

To open the role configuration page

1. Log in to the SupportCenter Plus application using the user name and password of a
SupportCenter Plus administrator.
2. Click the Admin tab in the header pane.

3. In the Users block, click the Roles icon . The next page displays the available list of
roles. You can add, edit, or delete roles.

To Add Role,
1. Click the Add New Role link available at the top right corner of the Role List page.
2. In the Add Role form, enter the Role Name. This field cannot be empty and needs to be
unique.
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.
For example, if you want to provide add permissions for the account and solution modules 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 check box automatically enables view permissions also.
4. You can also choose to restrict the support rep from viewing all the requests received by the
application. To do this, select the corresponding radio button which will suit your need from
the following:
1. All: The support rep with this role can view all the requests that are received in
SupportCenter Plus.
2. All in Group & assigned to him: The support rep will be able to view all the requests
in the queue to which he/she belongs to and also those requests that are assigned to
him/her.
3. Assigned to him: The support rep can view those requests that are assigned to
him/her only.
5. Enter the description for the role you are adding.
6. Click Save.
If you want to add more than one role, then instead of clicking Save, click Save and add new button.
This adds the new role and reopens the add role form after displaying a message for the addition of
the role.

At any point, if you decide not to add the new role, then click Cancel to get back to the role list.
Clicking the View List link on the top right corner of the add role form will also take you to the role list
view.

AdventNet, Inc. 172

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

To Edit Role,

1. In the Role List page, click the edit icon beside the role name that you wish to edit. This
opens the Edit Role form.
2. Modify the details and Save the changes. At any point, if you wish to cancel the operation that
you are performing, click Cancel.
Even while editing a role, if you wish to add a new role, click the Save and add new button instead of
clicking Save button after making the changes. The Add Role form opens after displaying a message
that the changes are saved.

Delete Role

1. In the Role List page, click the delete icon beside the role name that you wish to delete.
This opens confirmation dialog box.
2. Click OK to proceed with the deletion. If you do not want to delete the role, then click Cancel.

Note: You cannot edit or delete the SDAdmin and SDGuest roles that are already
defined in the application. They are the default administrator and contact roles defined.

AdventNet, Inc. 173

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Contact - Additional Fields

You can define your own organization specific fields that need to appear in the New Contact form of
the request apart from the pre-set fields in the form. You can add Text fields, Numeric fields and
Date type fields in the form.

To add additional fields,

1. Log in to the SupportCenter Plus application using the user name and password.
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 Contact - Additional Fields icon

. This opens the Contact - Additional Fields page.

4. Click Request - Additional Fields link from the menu list on the left hand side of the
page. This opens the Request Additional Fields. You can add Text fields, Numeric
fields, Date and Time fields in the form.

1. Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the
Additional fields.
2. Specify any relevant information about the additional fields in the Description text
field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single-
Line, Multi – Line or Pick List (drop down list).
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

2. Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for a contact.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
field.
4. Click Save to save the settings.

3. Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for a contact.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
fields.
4. Click Save to save the settings.
These fields appear under the grouping Additional Contact Details in the New Contact form. To
delete the user-defined fields, instead of adding the label names, delete the label names that you wish
to remove from the fields of the form and click Save. The respective fields that you deleted will be
removed from the New Contact form.

AdventNet, Inc. 174

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Support Reps

The IT help desk team will have support reps who will be handling the requests posted/raised by
various employees in the organization. You can add, edit, or remove the support reps in the
SupportCenter Plus application and also provide them with various access privileges that suit their
role and need.

To open the support rep configuration page,

1. Log in to the SupportCenter Plus application using the user name and password of a
SupportCenter Plus administrator.
2. Click the Admin tab in the header pane.

3. In the Users block, click the Support Reps icon . Here you can add, edit or delete
support reps.

To Add Support Rep,

1. Click the Add New Support Rep link available in the top right corner of the Support Rep List
page.
2. In the Add Support Rep form, specify the Full Name and Employee ID of the support rep in
the Personal Details block. The name is a mandatory field.
3. Specify the job title of the support rep in the given text field.
4. In the contact information block, enter a valid E-mail ID. If the support rep has a phone and a
mobile number, you can enter the same in the space provided for entering these values.
5. You can also enter the SMS Mail ID if the support rep has one.
6. Enter the cost details of the support rep in the Cost per hour field.
7. If you have added any organization-specific fields for the new support rep form, those will be
available under the Additional Support Rep Details block. Enter the relevant information.
8. Now, in the Login Details block, you can provide login access to the support rep with specific
access privileges or enable administrative privileges for the support rep. To enable login
access to the support rep with specific access privileges, select the check box beside the
statement Enable Login for this Support Rep. This displays the Assign Role block just
below the login 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.
10. In the Assign Role block, select the roles from the Available Roles list and click the >>
button to assign those roles to the support rep. If you want to remove any of the roles
assigned, then select the role from the Assigned Role list and click << button. The selected
roles will be removed. To enable administrative privileges, just select the check box Enable
Administrator Privileges for this Support Rep.
11. Click Save.
If you want to add more than one support rep, then instead of clicking Save, click Save and add new
button. This adds the new support rep and reopens the add support rep form after displaying a
message that the new support rep is added successfully.

If you decide to give the login access for the support rep at a later time, you can save the support rep
details without the login details. For this, you need to stop with the step 5 and click Save. Later you
can add the login details by editing the support rep details.

AdventNet, Inc. 175

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

At any point, if you decide not to add the new support rep, then click Cancel to get back to the support
rep list. Clicking the View List link on the top right corner of the add support rep form will also take
you to the support rep list view.

Edit Support Rep

If you have added a support rep without giving the login details, then you can enable the same by
editing the support rep's details.

To edit the support rep information,

1. Click the edit icon of the support rep to be edited. This opens the edit support rep page.
2. Modify the details. And Save the changes.
Even while editing a support rep, if you wish to add a new support rep, then click Save and add new
button instead of clicking Save button after making the changes. The Add Support Rep form opens
after displaying a message that the changes have been updated successfully.

You can also change the password of the support rep from the Edit Support Rep form.

To Reset Password,
1. Click the Reset Password link available beside the Password field in the Edit Support Rep
form.
2. This opens Reset Password form. Enter the New Password in the field provided below the
login name.

3. Click 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

While editing the support rep details, you can also choose to remove his/her login permissions.
1. In the Edit Support Rep form below the password field, click the Yes link beside the Remove
Login field. A confirmation window appears.
2. To continue removing the login permissions, click OK. A message is displayed informing the
removal of the login permissions and the support rep edit form is displayed without the login
details. If you do not wish to remove the login permission, click Cancel.
3. Click Save.

AdventNet, Inc. 176

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Delete Support Reps

1. In the Support Rep List page, click the delete icon beside the support rep's full name that
you wish to delete. A confirmation dialog is opened.
2. Click OK to proceed with the delete operation. If you do not want to delete the support rep,
then click Cancel.
Note: Delete icon will not be available beside the name of the support rep who has
currently logged in to 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
support rep details can be deleted only by another support rep with administrative
privileges.

Import Users from Active Directory

You can also import users (support reps) from the Active Directory. To import users from the Active
Directory,

1. Click on the Import Users from Active Directory link on the right hand side of the support
rep view list page. This opens the Import from Active Directory page as shown below,

2. Select the Domain Name from the combo box. This is mandatory field.
3. Specify the Domain Controller name. Ex: sdp-win2k3. This is a mandatory field.
4. Specify the Login name & Password. Both are mandatory fields.
5. You also have an option to select the fields to import from the active directory. The unselected
fields will not be imported.
6. Click Next. This opens the import wizard page, which displays the various Organizational
Units (OUs) available in the domain.
7. Select the specific OU to import users from that particular OU by enabling the check box.
8. Click Start Importing button to import the users. After importing the users you get a report on
successful and failed import.
9. Click Close Window.
On importing users from Active Directory, the Login permissions (either AD authentication or
Local authentication)should be provided.

AdventNet, Inc. 177

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

To enable AD Login
1. Select the check box adjacent to the support reps name.
2. Click Enable AD Login button. The AD Login permission will be enabled subjected to your
licences.
3. Using the AD Login name the support rep can login to the application, choosing the
corresponding Domain name from the drop down box.

AdventNet, Inc. 178

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Support Rep - Additional Fields

You can define your own organization specific fields that need to appear in the Support Rep form of
the request apart from the pre-set fields in the form. You can add Text fields, Numeric fields and
Date type fields in the form.

To add additional fields,

1. Log in to the SupportCenter Plus application using the user name and password.
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 Support Rep Additional

Fields icon . This opens the Support Rep - Additional Fields page. You can
add Text fields, Numeric fields, Date and Time fields in the form.

2. Configuring Additional Text fields

1. By default the list of all additional text fields are displayed. Specify the Label for the
Additional fields.
2. Specify any relevant information about the additional fields in the Description text
field.
3. Specify the Type of the text field by enabling the radio button. It can be either Single-
Line, Multi – Line or Pick List (drop down list).
4. Specify the Default Values in the given text field.
5. Click Save to save the settings.

3. Configuring Additional Numeric fields

1. Click on the Numeric tab. You can configure 4 additional numeric fields for support
rep.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
field.
4. Click Save to save the settings.

4. Configuring Additional Date/Time fields.

1. Click on the Date/Time tab. You can configure 4 additional fields for support rep.
2. Specify the Label for the additional field. This is a mandatory field.
3. Specify any relevant information about the additional fields in the Description text
fields.
4. Click Save to save the settings.
These fields appear under the grouping Additional Support Rep Details in the New Support Rep
form. To delete the user-defined fields, in step 4 through 8, instead of adding the label names, delete
the label names that you wish to remove from the fields of the form and click Save. The respective
fields that you deleted will be removed from the New Support Rep form.

AdventNet, Inc. 179

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Account Manager
The account manager keeps a track of the customer account and keeps them up to date. The account
managers are those who are in close association to the customers say for ex. re-sellers can be
account managers as they are in close association with the customer and the support reps. 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.

To add the Account Manager,

1. Login to the SupportCenter Plus application using your user name and password.
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 Account Managers icon . This
opens the Account Manager list page.
4. Click the Add New Account Manager link on the right hand side of the page. This opens the
Add Account Manager page.
5. Enter the Account Manager Name in the given text field. This is a mandatory field.
6. Specify the Employee ID of the account manager in the given text field.
7. Specify the contact information of the account manager such as, E-mail, Phone and Mobile
details in the corresponding fields.
8. Specify the Login Details of the account manager such as, Login Name, Password and Re-
type Password details
9. Click Save to save the details. If you would like to add another account manager click Save
and Add New button.

To Edit Account Manager,

1. From the Account Manager list view page, click the edit icon beside the account manager
name to be edited. This opens the Edit Account Manager form.
2. Modify the details and Save the changes. At any point, if you wish to cancel the operation that
you are performing, click Cancel.
3. Even while editing a account manager, if you wish to add a new account manager, click the
Save and add new button instead of clicking Save button after making the changes.

To Delete Account Manager,

1. In the Account Manager page, 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.

AdventNet, Inc. 180

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

User Survey Settings

User Survey
You can easily configure the customer satisfaction survey to collect information on various key
parameters that you would like to measure about the support team and the response quality. You can
define your own survey and the reports will be generated based on the survey that you have defined.
You can also set the frequency of conducting the survey.

The various survey related configurations that you can perform are
• Configuring Survey Settings
• Defining a Survey
• Send Survey
Apart from the above configurations you can also do the following survey related actions,
• Survey Preview for a Request
• Viewing the Survey Results
Once you have completed configuring and defining the survey, you can have a look at the preview of
the survey by clicking the Survey Preview link on the left menu or the Survey Preview icon in the
Admin tab.

To access the user survey related configurations

1. Log in to the SupportCenter Plus application using the user name and password of a
SupportCenter Plus administrator.
2. Click the Admin tab in the header pane. The User Survey block is below the Users block.

AdventNet, Inc. 181

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Survey Settings

Survey settings enables you to configure the default values for welcome message, survey success or
failure message, and thank you message. You can also choose to enable or disable a survey. If you
enable a survey you can also schedule the periodicity of conducting the survey.

To configure the survey settings

1. Log in to the SupportCenter Plus application with the User name and Password of a
SupportCenter Plus administrator.
2. Click the Admin tab in the header pane.

3. In the User Survey block, click the Survey Settings icon . The Survey Settings page is
displayed.
4. To enable the survey, select the check box Enable User Survey.
5. Under the Survey Details block, enter the Sender Name.
6. In the Welcome Message text area, enter the message that you wish to display as the
welcome message to the user taking the survey.
7. In the Success Message text area, enter the message that you would display on successful
submission of the survey by the user.
8. 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. You can also enter the thank you message that will be displayed just before the Submit button
in a survey, in the Thanks Message text area.
10. 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.

AdventNet, Inc. 182

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

11. Click Save. The survey settings are saved.

AdventNet, Inc. 183

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Defining a Survey
You can define your own survey by adding your own questions and satisfaction levels that will suit the
needs of your organization and users.

To define your survey

1. Log in to the SupportCenter Plus application using the user name and password of a
SupportCenter Plus administrator.
2. Click the Admin tab in the header pane.

3. In the User Survey block, click the Define a Survey icon . Here you can add, edit, or
delete your survey questions and satisfaction levels.

Add Survey Questions

To add a survey questions

1. Click the + Add Question button available in the Questions tab in the Define Survey page.
2. In the Question pop-up window, type your question in the text area provided.
3. Click Save. The question will get added in the Define Survey Questions tab.
You can add any number of questions to the survey by following the above steps. As you keep adding
questions it will get appended at the end of the list of questions. You can change the order of the
questions by clicking the Move Up and Move Down link that is available beside each question.

To Edit a Survey Question

1. In the Questions tab, click the Edit link beside the question that you wish to edit.
2. In the Question pop-up window, edit the question displayed in the text area.
3. Click Save. The Define Survey page is refreshed to display the modifications made.

Delete a Survey Question

1. In the Questions tab, click Delete link beside the question that you wish to delete. A
confirmation dialog pops up.
2. Click OK to delete the question.

Note: If you delete a question from a survey, then it will have an impact on the survey
results that have been collected previously.

Add Satisfaction Levels

To add satisfaction levels that will be displayed as choices for each of the survey questions
1. Click the Satisfaction Levels tab in the Define Survey page.
2. Click + Add Level button.
3. In the satisfaction level pop-up window, enter the satisfaction level in the text area provided.
4. Click Save. The satisfaction level is added and the Define Survey page is refreshed to
display the added satisfaction level.

AdventNet, Inc. 184

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

You can add any number of satisfaction level to the survey by following the above steps. As you keep
adding the levels it will get appended at the end of the list of already added levels.

You can change the order of the same by clicking the Move Up and Move Down link that is available
beside each question.

Satisfaction levels scales from good to bad, good at the top bad at the bottom. Moving up or down
changes the satisfaction levels. Whatever the text may be level 1 at the top most of the list has the
least value. And the level at the bottom of the list has highest value.

Example: If the satisfaction level ranges from 1 to 5. level 1 at the top most is the lowest and level 5
which is at the bottom most is the highest.

To Edit a Satisfaction Level

1. In the Satisfaction Levels tab, click the Edit link beside the satisfaction level that you wish to
edit.
2. In the satisfaction level pop-up window, edit the satisfaction level displayed in the text area.
3. Click Save. The Define Survey page is refreshed to display the modifications made.

Delete a Satisfaction Level

1. In the Satisfaction Levels tab, click the Delete link beside the satisfaction level that you wish
to delete. A confirmation dialog pops up.
2. Click OK to delete the satisfaction level.

Note: If you delete a satisfaction level from a survey or change its order, then it will
have an impact on the survey results that have been collected previously.

AdventNet, Inc. 185

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Sending Survey
Once you have completed, enabled and scheduled the Survey Settings, you have to define the
Survey Questions and Satisfaction Levels. Then each time a request is closed a survey mail with a
link will be sent to the contact automatically as shown below,

On clicking the link opens the User Satisfaction Survey page as shown below,

AdventNet, Inc. 186

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Once the contact answers the survey questions and submits the survey, they get displayed in the
Survey Results page as shown below,

Note: The following conditions need to be true for the Send Survey for this Request
link to be visible:
1. Either a support rep or administrator should have logged in.
2. The request must be closed.
3. The User Survey must be enable in the Survey Settings.

AdventNet, Inc. 187

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Survey Preview
You also have an option to preview the User Survey settings.

For User Survey Preview,

1. Log in to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab. This opens the configuration wizard page.

3. Click the Survey Preview icon . This opens the Preview Survey page. You can have
preview of the survey with its questions and levels.

AdventNet, Inc. 188

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Viewing Survey Results

Once the contact completes the survey, the support rep can view the survey results.

To view the survey results,

1. Log in to the SupportCenter Plus application using the user name and password.
2. Click the Admin tab. This opens the configuration wizard page.

3. Click the Survey Results icon .This opens the Survey Results list view page.
4. Click the title of the survey result. This opens the User Satisfaction Survey page as shown
below,

5. Click Close button.

Note:
1. The View Survey Results link appears only if the contact has completed taking
the survey. Else this link will not be present.
2. Once the survey is submitted, the responses cannot be changed.

AdventNet, Inc. 189

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

General Settings
Organization details and all general settings such as, My Reminders, People, Contact auto-addition
configuration, Request cost, Contact authorization, Currency, Product Display, Contact Details, Alias
URL, Outlook Configuration and so on will be configured under this block.

General Settings configurations are,

• Organization Details
• Settings

AdventNet, Inc. 190

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring Organization Details

You can configure your organization's details in the SupportCenter Plus application. This information
will be used in various cases. To configure your organization's details
1. Login to the SupportCenter Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the Organization icon . The Organization Details form is
displayed.
4. Enter the Name of your organization. You cannot leave the name field empty. The other fields
can be empty. But if you have the required information, then enter them as explained in the
following steps.
5. The Description field can contain information about what your organization specializes.
6. The next block collects the Address of your organization. Enter the address details in the
relevant fields, such as address, city, postal code, state, and country.
7. If you have a common contact E-mail ID, then enter the same in the E-mail ID field.
8. Enter the Phone No and Fax No and Web URL of your company's web site.
9. You can import the company logo and use that in places where the organization details are
being used.
1. Click Import Image button beside the Company Logo field.
2. Click the Browse button and choose the image file from the file chooser window and
click Open.
3. Click Import.
10. By default, the Use this image check box is enabled. If you do not wish to use this image,
then disable the check box.
11. 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.

AdventNet, Inc. 191

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Configuring General Settings

General settings has 16 different settings to be configured in SupportCenter Plus such as, Display
Language,My Reminders, People, Contact auto-addition configuration, contact authorization, request
cost, currency, Alias URL, Customize SupportCenter Plus and so on.

To open the General settings page,

1. Login to SupportCenter Plus using your user name and password.
2. Click the Admin tab in the header pane. This opens the configuration wizard page.

3. Under the Helpdesk block click the Settings icon . This opens the Settings page.

Display Language
Select the language in which the application should be displayed by default from the combo box. For
ex Chinese, Dutch. The browser default language is English.

My Reminders
If you wish to show all your tasks as reminders to the contact then, select Yes radio button else select
No option. The reminders will be shown in the home page.

People
If you would like to show Support Team's availability information to Contacts then select Yes radio
button else select No radio button. On selecting the Yes radio button the contact team's availability
details will be displayed under the Support Team tab in the home page.

Contact auto-addition configuration

If you get a new request from an un-known contact then you have four options to select as what
should be done with the request.

The options available are,

• Do not log the request: This option will not log any of the new request details.
• Log the request, but do not add the contact unless approved: On selecting this option,
will not add the contact information to the server unless approved by the support rep.
• Log the request and add the contact without approval: This option will add the contact
details to the server automatically without any formal approval.
• Also create self-service login account: This will create a login account automatically for
the new contact.
Select any one of the available options as per your need.

Contact Authorization
If you do not want to show the customer portal page to the contacts unless he/she has login
permissions then select this option.

AdventNet, Inc. 192

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Request Cost
If you would like to show the request cost to the customers then you have three options to select,
• Don't show to contacts
• Show only to primary costs
• Show All contacts

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 $.

Max 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.

Product Display
While adding a new request you can configure to display only the Account-based products or All
products. To configure product display, click the corresponding radio button to select any one of the
option from the combo box.

Contact Details
If you wish to allow the contacts to edit their profile then select Allowed to edit their profile else
select Not allowed to edit their profile.

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.

Outlook Configuration
If you have all the contact details in Outlook and while importing the details to SupportCenter Plus if
you would to create a new login automatically for all the contacts then select the check box. E-mail id
will be taken as user name and password.

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.

Online Status
On logging in to the application to show your default online status as IN or OUT select the
corresponding radio button. The login status will be shown at top right hand side of the application.

AdventNet, Inc. 193

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Solutions View
Non Loggedin users and 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,
• All Topics : All the topics in solutions can be viewed in the Login screen.
• No Topics : On enabling the radio button, no topics can be viewed in the login screen.
• Select 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

Customize SupportCenter
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 27 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.

Click Save, to save the changes made in the settings.

AdventNet, Inc. 194

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Reports
About SupportCenter Plus Reports
Reports in SupportCenter Plus 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.

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 the 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 will be tabulated.
Depending on the kind of survey questions, this report will provide 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
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.

AdventNet, Inc. 195

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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 will be created for the current week. 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. For example, 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.

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.

AdventNet, Inc. 196

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Creating New Custom Reports

SupportCenter Plus enables you to create reports that meet your organization needs. To create your
own custom reports,
1. Login to SupportCenter Plus application using your user name and password.
2. Click Reports tab in the header pane. This opens the All Reports page.
3. Click the Create button. This will list three options, select New Custom Report option from
the list. This opens the Custom Reports page.
4. Specify the relevant Report Title in the given text field. This is a mandatory field.
5. Choose the Report Type by selecting the radio buttons. You can create Tabular Reports
and Matrix Reports
6. Choose the module (Request, Time Spent, Survey and so on) for which you would like to
create custom reports.
7. Click Proceed to Report Wizard button. This opens the Display Columns page. This page
differs for each report type. Each report type has to go through various steps before
generating it as a customized report.

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 backward button.

Step 2. Filter Options

1. On selecting the columns to be displayed in the reports, you need to specify the Filter
Options for the columns. 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, Criteria from the
drop down list. And specify the value by clicking the Choose button. 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 combo box.
You also have an model column on the right hand side of the page.

AdventNet, Inc. 197

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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 will be displayed on the right hand side of
the page.
3. Select Run Report>> button. On running the report you get a tabular report as well
as the graphical view for the selected column data.
If you would like to save the report, click Save Report button. Specify the report name,
folder name, declare it as public or private and save the report. Enter the Report Name
and Save the Report.

If you wish to edit the report click the Edit button, which will take through the Report
Wizard again. Modify the details and Save the report.
If you would like to view the SQL Query used in the database to run the report then click
Show Query button.

If you would like to mail the report then click Mail this Report button. This opens the
mail this report page, select the Format from the combo box. Specify the To address in
the given text field. Specify the Subject and Description of the mail and send the mail.

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.

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. To create a matrix report, you must choose the corresponding
radio button in the create report form. In the Filter setting stage of the Report wizard, 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 grouping tab. You have two options Top column information and
left column information.
2. Select the top column information to be displayed in the report from the combo box.
This is a mandatory field.
3. Select the left column information to be displayed in the report from the combo box.
This is a mandatory field.

AdventNet, Inc. 198

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

4. Select the summarize column count from the combo box to get the column
summary. You can see the model matrix report in between the top and left column
information.
Advanced Grouping
1. Click the Advanced grouping tab. You have two options Column grouping and
Group by.
2. Select the Columns and Date format from the combo box in the Column Grouping
option. Select the Group by from the combo box. You have three options for group
by to be displayed in the report. This is a mandatory field.
3. Select the Summarize column from the combo box. You have sum, average, max &
min value for numeric columns.

Step 2. Filter Options

1. Click Filter Options title. You have Date Filter and Advanced Filtering for grouping.
2. Select the column name, time and date for the Date filter. For Advanced Filtering,
select the Column Name, Criteria from the combo box. Select the Value from the
choose button. You can add 'n' number of column Name and Criteria and match with
AND or OR condition
3. Click Run Report>>. On running the report you get a Matrix report for the selected
column data.
If you would like to save the report, click Save Report button. Specify the report name,
folder name, declare it as public or private and save the report.

If you wish to edit the report click the Edit button, which will take through the Report
Wizard again. Modify the details and Save the report.

If you would like to view the SQL Query used in the database to run the report then click
Show Query button.

If you would like to mail the report then click Mail this Report button. This opens the
mail this report page, select the Format from the combo box. Specify the To address in
the given text field. Specify the Subject and Description of the mail and send the mail.

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.

Delete Custom Reports

You can delete the custom reports that you have created and saved. Just click Delete link available
against the custom report that you wish to delete. This will delete the report.

AdventNet, Inc. 199

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

New Query Reports

1. Click on the Reports tab. This opens the All Reports page.
2. Click Create button. Click New Query Report option. This opens the Query Editor page.
3. Specify the title of the report in the Report Title field. This is a mandatory field.
4. Specify the query to be executed for getting reports in the Query field. This is a mandatory
field.
5. The logs will display all error messages on providing any wrong query.
6. 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>

AdventNet, Inc. 200

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

New Scheduled Reports

You have an option to schedule reports in SupportCenter Plus. On scheduling the reports, the
selected reports gets generated automatically on the specified date and time and the generated report
will be sent to the respective person through e-mail. Thus by scheduling the reports you get the data
in regular intervals without manually generating it.

To Schedule Reports,
1. Click Reports tab. This opens the All Reports page.
2. Click the Create button. Click New Scheduled Report option from the list. This opens
Schedule Report Settings page. You have four option to schedule reports,
Generate Once: To generate report once click Generate Once radio button. Specify the date
using the calendar button and Time from the combo box on which the report has to be
generated.

Daily Report: To generate reports on a daily basis click Daily Report radio button and specify
the From Date, Time, report to be scheduled and the e-mail address of the person to whom the
report has to be sent. Save the details.

Weekly Report: To generate weekly report click Weekly Report radio button. Specify the days
of the week on which you want to generate reports by selecting the check box. Or select
Everyday check box to generate reports on daily basis. And specify the time.

Monthly Report: To generate reports on a monthly basis click Monthly Report radio button.
Specify the month on which the report has to be generated by enabling the check box. Or
select Every Month check box to generate reports on monthly basis.
3. Once you select the Schedule Type, select the Report to schedule by selecting the Report
Name from the combo box. The list will display all the available reports such as, Survey
Reports, Account Reports, Timespent Reports, Reports by overdue requests, Reports by
Completed requests, Reports by Pending request and so on. This is a mandatory field.
4. Select the Format type from the combo box. . This is a mandatory field.
5. Specify the E-mail ID of the person to whom the generated report has to be sent. Specify the
Subject and Message in the given text fields.
6. Save the details.

AdventNet, Inc. 201

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Custom Settings
The custom settings wizard helps you to customize the report column size. This helps to increase or
decrease the tabular column size, matrix column size and modify the date and time format of your
custom reports.
1. Click Reports tab. This opens the All Reports page.
2. Click the Custom Settings button. This opens Report Settings page.
3. If you wish to customize the Tabular column size, specify the size of the small text, large
text, number size and date and time text. And update the changes.
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. Click the Update button to update the changes. While generating reports the customized
report format will be displayed.

AdventNet, Inc. 202

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

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 as PDF

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 the Export as PDF link available at the top right corner
of the report block.
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.

AdventNet, Inc. 203

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

General Features
This topic explains the various features that are not grouped under any of the modules but can be
used from the application.

• System Log Viewer

• Personalize ( Change Password)
• Feedback
• Back up and Restore
• Changing Web Server Port
• Technical Support Avalibility

AdventNet, Inc. 204

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

System Log Viewer

You can view the error logs generated by the SupportCenter Plus application online.

To view the error logs

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 tab in the header
pane.
2. Click the Support tab. This opens the System Log page.
3. Click the System Log Viewer link available in the Support page.

To view the individual error details

1. In the Error Log list view page, click the hyperlinked Error Message. This opens the error log
details page.
2. The Error Message field contains the complete error message.
3. The Module field indicates the module in which the error occurred.
4. The Occurred At field indicates the date and time when the error occurred.
5. If the probable cause of the error is known, then the cause is displayed in the Probable
Cause field.
6. 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.
7. Click Close after viewing the details of the error message.

None of these fields are editable. You can also search for a specific error log details with the help of
the Search in feature.

To search for error logs

1. In the left menu, the search block is found at the bottom. If you are in the Error Log list view
page, then by default, the System Log option is chosen in the Search in combo box. If not,
then choose System Log.
2. In the Enter Keyword text field, enter the search string.
3. Press Enter on your keyboard or click Go. The search results will display all the error logs
that match the search string.
4. Click the error log of your choice to view the same.
You can delete these error logs.

To delete individual error logs

1. In the Error Log list view, select check boxes beside the Error Messages that you wish to
delete.
2. Click Delete.
If you want to delete all the existing error messages, then click the Delete All button.

AdventNet, Inc. 205

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Personalize
You can change your login password and display language using this option. Apart from the option of
changing password from the user management configurations, you can also change your individual
password.

To Change Password,
1. Log in to the SupportCenter Plus application using your user name and password.
2. Click the Personalize link available at the top right corner of the page. This opens the
Personalize page.
3. Enter your old password in the Current Password field.
4. Enter your new password in the New Password field.
5. In the Confirm New Password, enter the new password again.
6. Click Save button. Your login password will be changed as you have specified.

To Change Display Language,

1. From the Personalize page, click the Display Language tab.

2. Select the default language to be displayed from the drop down box.
3. Save the settings.

AdventNet, Inc. 206

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Feedback
If you are connected to the network you can send your feedback about SupportCenter Plus
immediately to our support team.

To send your feedback,

1. Log in to the SupportCenter Plus application using your user name and password.
2. Click Feedback link available at the top left corner of the page. This opens the Feedback pop
up window.
3. The To address will be in non-editable format to our support team . Specify Your Name, Your
email ID, Subject of the mail and Message mail content in their corresponding fields.
4. Click Submit button to send the mail.

AdventNet, Inc. 207

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Back up and Restore

• In Windows
• In Linux

In Windows

Follow the steps given below to take a back up of the ManageEngine SupportCenter Plus data:
1. Click Start -> Programs -> ManageEngine SupportCenter Plus 4 -> Backup Data. A back
up of the data and the file attachments that have been added to the application will be
created.
The back up file will be created in the <SupportCenter>\backup directory. The file name for the back
up file will be of the pattern BackUp_monthdate_year_hr_min.data. An example of the back up file
name: BackUp_May20_2005_23_15.data

To restore the back up data

1. Go to <SupportCenter>\bin directory.
2. Execute the file restoreData.bat at command prompt as shown below:

restoreData.bat <backup file name>

The back up file name has to be the .data file from which you wish to restore the data. This will restore
the data from the back up file.

Note: The SupportCenter Plus server needs to be shut down before you restore the
data.

In Linux
Follow the steps given below to take a back up of the ManageEngine SupportCenter Plus data:
1. Go to <SupportCenter>/bin directory.
2. Execute the backUpData.sh file as given below:

$ sh backUpData.sh
The back up file will be created in the <SupportCenter>/backup directory. The file name for the back
up file will be of the pattern BackUp_monthdate_year_hr_min.data. An example of the back up file
name: BackUp_May20_2005_23_15.data

To restore the back up data

1. Go to <SupportCenter>/bin directory.
2. Execute the file restoreData.sh at command prompt as shown below:

$ sh restoreData.sh <backup file name>

The back up file name has to be the .data file from which you wish to restore the data. This will restore
the data from the back up file.

AdventNet, Inc. 208

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Note: The SupportCenter Plus server needs to be shut down before you restore the
data.

AdventNet, Inc. 209

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Changing Web Server Port

• In Windows
• In Linux

In Windows
Follow the steps given below to change the web server port where the SupportCenter Plus server will
be running:
1. Go to <SupportCenter>\bin directory.
2. Execute the file changeWebServerPort.bat at command prompt as shown below:

changeWebServerPort.bat <new port number>

The web server port will be reset to the new port number that you have specified.
3. If the port number is occupied, you will be prompted to enter a different port number. If you do
not wish to enter a different port number then press N on your keyboard to exit the
application. Else press Y and enter a different port number that is unoccupied.
This change will be effected only when you restart the server. To connect to the SupportCenter Plus
server after restarting, the new port number must be used.

In Linux
Follow the steps given below to change the web server port where the SupportCenter Plus server will
be running:
1. Go to <SupportCenter>/bin directory.
2. Execute the file changeWebServerPort.sh at command prompt as shown below:

$ sh changeWebServerPort.sh <new port number>

The web server port will be reset to the new port number that you have specified.
3. If the port number is occupied, you will be prompted to enter a different port number. If you do
not wish to enter a different port number then press N on your keyboard to exit the
application. Else press Y and enter a different port number that is unoccupied.
This change will be effected only when you restart the server. To connect to the SupportCenter Plus
server after restarting, the new port number must be used.

AdventNet, Inc. 210

 AdventNet ManageEngine SupportCenterPlus :: AdminGuide

Support Team Availability

Support rep can choose to change their status to be IN or OUT based on their availability. On the top
right hand side of the page just below the Log out link the IN - OUT button is available. On clicking
the button will toggle the status of the support rep between IN and OUT.

On logging in to the application only if the administrator provides view permissions for the contacts,
the IN-OUT status of the support reps will be visible for the contacts. Else the status will not be
available. The Support Team tab in the login home page, will give the availability status of all the
support reps who are part of the support desk team.

Alternatively, the support rep status can also be changed as below,

1. Login to the SupportCenter application using your user name and password or the
administrator user name and password.
2. Click Support Team tab in the Login home dashboard.
3. Click the IN-OUT button available just below the support rep photo to toggle the status
between IN and OUT.
You can also add/change the photo that is displayed beside your details. To change the display photo
1. Click Change Image link in your profile block. The Change Image dialog pops up.

2. Click the Browse button and choose the image file that you wish to display beside your
profile.
3. Click Import.
The photo that you have chosen will be displayed in the photo block of your profile.

AdventNet, Inc. 211