Table name : globalconfig
Column name - values : category- CxPortal, parameter-show_all_announcements
To resume Avaya services, customers must manually provide the Avaya jar files. Click here to know more.
Category : Task
Parameter : IncludeMarkedOwnerByDefault
SupportCenter Plus analyzes the database during upgrade and prevents the user from upgrading if inconsistencies are detected. Click here to know more.
Custom module now supports Field and Form Rules.
Data from web tab custom modules with reports feature enabled can be exported in ManageEngine Analytics Plus/Analytics Plus Cloud via integration.
Note: The following field types are unsupported for export - URL, HTML, Color, File Upload.
Approver responses via email will be appended to conversations in Requests modules by Zia.
The configurations and display locations of widget items can be managed from Admin > Developer Space > Custom Widgets. Click here to know more.
Trash and restore actions are recorded in the solution history
SupportReps can create table widgets and graph widgets in dashboard using data from requests, Solutions, Maintenance etc modules.
Kanban and Classic View Options
Tags in Tasks:
Other Enhancements:
SupportCenter Plus analyzes the database during upgrade and prevents the user from upgrading if inconsistencies are detected. Click here to know more.
Custom module now supports Field and Form Rules.
Data from web tab custom modules with reports feature enabled can be exported in ManageEngine Analytics Plus/Analytics Plus Cloud via integration.
Note: The following field types are unsupported for export - URL, HTML, Color, File Upload.
Approver responses via email will be appended to conversations in Requests modules by Zia.
The configurations and display locations of widget items can be managed from Admin > Developer Space > Custom Widgets. Click here to know more.
Trash and restore actions are recorded in the solution history
SupportReps can create table widgets and graph widgets in dashboard using data from requests, Solutions, Maintenance etc modules.
Kanban and Classic View Options
Tags in Tasks:
Other Enhancements:
Maintenance details can now be opened in a new tab.
Edit option is now available for completed maintenance.
Billing Enhancement
Click here to know more
Admin
Delta OU sync will be used in AD manual and Scheduled Full import for fetching OU details from Active Directory.
Users can be imported from Active Directory groups by specifying the group names under Admin > Active Directory. Click here to know more.
Reports
Request Advanced Filter,Request Timer Action, Business Rules, and Custom Trigger are changed to contract is empty/not empty.
Note : If the inline image size exceeds 3MB, the image will be dropped from the email and the sender will be notified.
In Request list view, the priority color icon for No fill colour will be displayed as an empty box.
Support for EWS for Exchange Online mailboxes will be discontinued with this release. Going forward, migration will halt if EWS with Exchange Online mailboxes is enabled in incoming/outgoing mail server settings.
Customers are advised to switch to the Microsoft Graph for both incoming and outgoing email configurations. Click here to learn more.
Request
Admin
Task
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Note:
Customers using the built-in PGSQL databases are advised to upgrade the OS of the server hosting SupportCenter Plus setups to versions that support PGSQL 15.2 for the migration to be successful.
Windows : Windows Server 2019, Windows Server 2022, Windows 11
Ubuntu : Version 20 and above
RHEL & Centos : Version 7 and above
Debian : Version 10 and above
Click here to know more.
Requests
Solutions
Reports
Admin
Configure Time Sheets to get a consolidated view of the Support Rep's work.
Using Time Sheets, you can easily calculate payroll, manage resources, perform other managerial activities.
Admin > Main Settings > Time Sheet Settings.
MSSQL Version |
Configuring Database |
During Migration |
Version 2008 and below |
Unsupported versions - Cannot be configured |
Migration will halt. Upgrade MSSQL to proceed. |
Versions 2012 and 2014 |
Unverified versions - Warning message will be displayed while configuring database |
Migration will proceed. |
Versions 2016, 2017, 2019, and 2022 |
Supported versions - Can be configured |
Migration will proceed. |
Create customized product tours for your users to familiarize themselves with the Self-Service Portal.
Create tours in multiple languages and automatically serve contacts with an appropriate tour based on their language personalization.
You can now create tasks instantly using Quick Add in the task list view in Requests, Accounts.
You can also assign the owner while creating a task.
The folder paths for attachments is updated as follows :
Attachments Fetched From |
Old Folder Path |
New Folder Path |
Reply emails |
\fileAttachments\Conversation\1_5000\<notificationID>\<filename>.zip |
\fileAttachments\notification\<MMMYYYY>\<attachmentID>\<filename>.zip |
System notifications and chat conversations |
\fileAttachments\RequestNotification\1_5000\<notificationID>\<filename>.zip |
\fileAttachments\notification\<MMMYYYY>\<attachmentID>\<filename>.zip |
Notifications in moved requests and conversation added via merged requests |
\fileAttachments\request_notification\<MMMYYYY>\<attachmentID>\<filename>.zip |
\fileAttachments\notification\<MMMYYYY>\<attachmentID>\<filename>.zip |
Notes in moved requests and notes copied to linked requests |
\fileAttachments\request_note\<MMMYYYY>\<attachmentID>\<filename>.zip |
\fileAttachments\note\<MMMYYYY>\<attachmentID>\<filename>.zip |
Resolution content added as attachment |
\fileAttachments\Resolution\1_5000\<requestID>\RESOLUTION_mm_dd_yyyy_hh_mm_ss.html |
\fileAttachments\Request\<MMMYYYY>\<attachmentID>\FULL_DESCRIPTION_mm_dd_yyyy_ |
Note: EWS basic mail configuration will no longer trust self signed certificates. Hence, users are required to authorize certificated via custom truststore.
Use task additional fields to capture any extra information in tasks apart from the information captured through the default fields.
Available field types include: Single Line, Multi Line, Pick List, Numeric, Decimal, and Date/Time.
Zia Workflow enables you to create a directional path for the various actions configured within the Zia Bot.
Administrators can run custom schedules daily, weekly, monthly, and yearly. While configuring schedule info, select a repeat period and enable Advanced Options check box.
Custom schedules can be configured to repeat endlessly, end after certain repetitions, or on a specific date.
Export, schedule, and mail reports in DOC, DOCX, and XML file formats. Only tabular and query reports can be exported in XML format.
Users can enable/disable their scheduled reports.
Administrators can suspend or reinstate all the scheduled reports.
Configure a location to save a scheduled report.
Clicking a report chart will now direct you to the respective list view. This is applicable only for the charts created with Requests data.
For requests created via SupportCenter Plus mobile application, mode will be auto-updated as Mobile App.
Users can modify the mode name under Admin > Customization > Helpdesk > Mode.
Administrators can now disable rate limit for all actions and operations performed in SupportCenter Plus under Admin > General Settings > Security Settings.
Table name : globalconfig
Column name - values : category- worklog, parameter-showFullDesc
Click here to learn more.
New Additional Field Types for Custom Module
The following additional field types are now added for custom module :
Reference Entity Support
Use reference entities to populate values by referring another field's value in Pick List, Radio, Check Box and Multi Select additional fields under custom modules. To configure reference entities,
You can now do the following in the existing additional field types. These changes are applicable only to additional fields in releases, user, technician, projects, worklog, space, facility and custom modules :
Preview Additional Fields
Export Additional Field Values
Import Additional Field Values
Solution Filter over List View Filter API
SCP-3992: Sync empty field values from AD
PostgreSQL is upgraded to 11.17 version.
Zulu OpenJRE upgraded from version 1.8.0_292 to version 1.8.0_352.
The Bulk Add option in Pick List, Radio, Check Box and Multi Select fields now supports only the add operation in user, technician, worklog, and custom modules.
Values in the Group, Support Rep fields will be listed in alphanumeric sequence.
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Note : The Bcc field is available only for technicians.
Vulnerability :
Admin :
Click here to learn more.
Reports >> Advanced Analytics >> Download down arrow >> Try Quick Setup
(or)
Admin >> Advanced Analytics >> Setup Advanced Analytics >> Try Now
New query reports based on user login are added as default Login Reports.
Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin/Global Settings > General Settings > Security Settings. The security meter provides the following:
The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access.
If the notifications are sent to a contact/support rep, the updated details are displayed in the user's personalized language and time format.
If the notifications are sent to group, the updated details are displayed only in English language
When the description or resolution of a request is updated, the users will notified that the fields are updated. However, the updated details will not be included in the email notification
Category : Others_Category_Default_Value
Parameters : Name, Image, and Description
Note : Images must be placed under /custom/serviceicons
Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notification rule:
The maximum number of criteria allowed in Custom Views and Advanced Search is now 10.
Custom views will now be shown in the merge and link request pop-up list views accessed from the request details page.
Criteria in Custom Views and Advanced Search now support additional fields and sub-fields.
Support for nesting criteria in Custom Views and Advanced Search.
Added an option to preview custom views.
The custom view filter applied to the request list view will also be applied to the merge and link request pop-up list views accessed from the request details page.
When the criteria "is not" and "not contains" are chosen for a request field in Custom Views or Advanced Search, requests that do not contain those fields will also get listed. To prevent this, adding "is not empty" criteria is recommended.
The Description and Resolution fields are no longer supported in Custom Views. However, these fields continue to be supported in search.
Custom views created by admins will now be private by default.
Support reps can now view public custom view filters.
Using the same name for different custom view filters is no longer supported.
Filters in Advanced Search will no longer be retained. Previously configured filters will now be saved as custom views individually.
Inactive users will no longer be listed in the criteria fields of Advanced Search or Custom Views. However, you can use sub-criteria fields to search for specific inactive users.
The criteria fields in Advanced Search and Custom Views will no longer support time values but only show dates.
The Show groups in Request List filters option has been removed from Admin > General Settings > Advanced Portal Settings. The default group-based filters will no longer be available in request custom view filters.
Click here to know more for more behaviour changes
SDAdmins can now customize the self-service portal's home page using advanced options such as panels, buttons, snippets, widgets, etc using predefined or custom templates.
Note
For fresh installations with build 14000 or newer, the advanced customization replaces the basic customization.
For installations migrated to 14000, the existing basic customization will be accessible only if a customized home page is already configured. If the advanced customization options are used to create a new home page, the existing basic customization will be removed.
Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.
Click here to learn more.
Click here to learn more.
You can now configure upto 4 columns in Request templates.
Also, you can configure flexible column and add upto 12 fields in a single row with various customizable options.
Administrators can organize the tabs in the navigation menu and allow supportreps to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs.
Request Approval pop-up is revamped for ease of operation.
A new inline edit option to translate a phrase or text in the user interface according to your organization needs. Currently, this feature supports text modification in the application header, Home, Requests sub-tabs, Tasks and Time Entries.
Alias URLs can now be configured for portals to allow users to access portals directly. OrgAdmins and portal owners can configure the alias URL from Global Settings. On accessing the URL, users will be redirected to the Home tab of the instance.
Create Group Roles (support-group based roles) and associate them to support groups & support reps to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup support rep assignments, dashboards(share dashboards), and approvals.
Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.
Option to display request catalog as widgets in the contact self-service portal.
Admin >> Advanced Portal Settings >> Self Service Portal Customization.
Administrators can now allow supports reps to personalize the color settings applied in the list/classic view of requests.
Beginning with build 14000, SupportCenter Plus no longer supports TLSv1 and TLSv1.1 protocols. The required minimum supported protocol will be TLSv1.2.
You can now configure the following custom actions in request custom triggers and request timer actions.
SupportCenter Plus integrates with Zoho Charts, a charting library with rich features and improved UI. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.
Create callback custom functions using Deluge scripting that allows you to manipulate data in SupportCenter Plus whenever an event occurs in external applications.
File attachments in the application server is now password protected. A random password is generated and stored under Admin >> Security Settings. Portal Owner/SDAdmin can view or change the password if required.
Approvers can now inquire for clarification before recording their approval decisions for requests. Users can preview and follow up the clarifications from the My Approvals widget in Home page.
The various exchanges between the approver and the contact will be grouped and displayed in a read-only format under the Approvals tab in the request details page.
Support reps can provide clarification for their requests from the My Summary widget on the Home page.
Contacts can use the My Request Summary widget to provide clarification.
Custom triggers can now be applied when requests are moved to trash.
To learn more, Click here.
Desktop notification notifies users about the events in the application even if they are working on different applications.
To enable desktop notification, application must run in the HTTPS mode. Click the LOCK icon on your browser's URL and select Site settings > Notification > Allow.
While generating custom reports,
To learn more, click here
To learn more, Click here.
Configure Zia under Admin >> Zia Configurations
Set up the SupportCenter Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view tickets, pending approval, and chat with support reps-all from within your Microsoft Teams accounts.
Configure Zia under Admin >> Zia Configurations
Users can perform help desk actions from Outlook mailbox via actionable mails sent from SupportCenter Plus.
Zia, Zoho's AI assistant for business, is available as a virtual conversational support agent, Zia Bot. You can now ask Zia to perform 20 different portal operations including raising requests, assigning support reps to requests, viewing solutions/announcements.
The Organization Admin can configure a default landing page for all users in the organization from Global Settings >> Portal Customization in any of the following ways :
Set the portal as the default landing page for users.
Allow users to set an instance as their own default landing page, or
Select an instance as the default landing page for all users. Users can override this setting by selecting their own preferred landing page.
Support reps can now view requests in Classic View or choose to view both requests and tasks in Combined View, depending on their convenience. Click here to learn more about the classic view and click here to learn more about the combined view.
The description fields in Tasks, Time entry and Task templates now support Rich Text mode. Users can format text, add images and hyperlinks.
The right panel in request details page can be hidden if needed.
Support reps can customise their own layout of request details page.
Under Admin >> Helpdesk Customizer, sub-lists of a list will open as a sub-section on the same page. Also, forms will open in pop-up boxes, retaining the existing screen in the background.
Support reps can now leave an ongoing group chat/collaborators chat.
Use the manage option to remove existing collaborators, add support reps apart from collaborators, or edit the title of a collaborator chat.
You can now configure custom operational hours specific to each day of the week along with a break session. You can also configure exclusion rules to define standard non-working days on a monthly basis.
Support reps can initiate a chat with the contact from the request details page.
Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.
FOS in SupportCenter Plus now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
Postgres support is provided for the database server.
In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.
Disaster recovery (DR) ensures availability of SupportCenter Plus when a region or site is down during disaster. DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To setup DR,
In multi portal setup, OrgAdmins can configure DR from Global settings > General Settings > HA Configuration.
In single portal setup, SDAdmins can configure DR from Admin > General Settings > HA Configuration.
Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.
You can use During Rules and After Rules to execute custom actions at specific delayed time.
Introducing Night Mode in SupportCenter Plus that allows users to darken their application's screen. Night Mode is user and instance specific.
Introducing Puvi font (version 4.0) in SupportCenter Plus under layout personalization, theme settings, text editor, and form customization.
UI revamped for better user experience in the following entities: login details banner, confirmation dialog, scroll bars, checkbox, radio buttons, and Add/Edit form buttons.
Note : The scroll bar UI revamp will not reflect in Mac devices.
In the request list view, the number of records displayed per page has been changed; the minimum count will be 10 and the maximum count will be 100.
In the request list view, the maximum number of columns that can be selected using the column chooser will now be 40.
In the request list view, bulk edit support will now be limited to 100 requests.
The maximum number of columns that can be selected for the request left panel on the request details page will now be 25.
In the GET_ ALL API endpoint, the number of fields supported inside group_by is increased to 10.
SupportCenter Plus is now available as an add-on in Microsoft Outlook. Using this add-on, you can raise requests and track their progress in SupportCenter Plus from within the Outlook mailbox. Support reps can perform actions such as edit and pickup/assign requests.
SDAdmins can include support reps or requests while configuring support rep Auto Assign functionality.
Group field added as a column while enabling exceptions under support rep auto-assign.
UI revamped for ease of operation.
Changed API v3 keys : Object name request_note changed to note, attributes created_by and created_time changed to added_by and added_time, introduced new attributes last_updated_by and last_updated_time.
For continued service, we recommend users to reconfigure mail servers with OAuth authentication.
Note: For SupportCenter Plus instances with expired license, Office365 mailbox configured with basic authentication enabled will be removed during migration.
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