By default SupportCenter plus
supports MySQL database. To
switch over to SQL server database, you need to configure SQL server to
establish connection and start the server :
Execute the changeDBServer.bat [ changeDBServer.sh
for Linux or the command line option is changeDBServer.bat
--console] file presented under the [SupportCenter_Home]/bin
directory.
This opens the Database Setup Wizard page.
Fill in the details of the form to configure sql server.
Server Type: Select
the server type from the combo box. Say MS SQL.
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.
To check the availability of connection press the Test button.
A pop up window pops up showing 'Connection Established' message.
Click OK to proceed.
Click Save button to save the SQL server settings.
Configuring remote MySQL Server
If you are using a remote MySql
server
and do not want to use the inbuilt server then perform the following :
Select Server Type as MySql server.
This opens the database wizard page.
Specify the Host Name, Port, User Name
& Password.
Click Test button and check the
availability of the connection.
Once the Connection is Established,
Save the details and start the server.
Migrating Data from MySQL to
MSSQL
Upgrade the SupportCenter server running with MySQL application
to latest build
Start the Server [Important]
Shutdown the server
Go to [SupportCenter_Home]/bin
Take a backup of the data of the mysql database [backUpData.bat
or backUpData.sh]
Run the script changeDBServer.bat
Enter the MSSQL database details
Start the Server[Important]
Shutdown the Server
Restore the backup [restoreData.bat and provide the backup file
got from the earlier step as input]
Start the server & the data from MySQL should be restored to
MSSQL
Troubleshooting Tips
MySQL
Connection Resolution
Check if the MySQL server is already running.
Check if the server name or the port number is misspelt
or incorrect.
If the MySQL server is running in a remote machine then
there may be a firewall blocking the port number you have
entered.
If none of the above mentioned issues matches then contact your
system administrator.
MS-SQL
Connection Resolution
If connection is
refused and an error is displayed by SQL Server as 'unable to
connect to the server' then there could be following reasons :
The server name is misspelt
or the port number is incorrect
If SQL Server is not configured to use TCP/IP, then enable
TCP/IP from SQL Server's Network Utility app.
If there is a firewall blocking the port 1433 on the server
then you will be unable to connect to the server. To
confirm the firewall block connect to TCP/IP use \"telnet
<server_host>1433\"\n to confirm the block.
SQL Server Instance is not currently supported by SupportCenter
and will be available in our future release. You can
also connect to SQL Server named instance once if you know
the machine name and port of the named instance.
Managing the customer's requests and queries of any organization of any size, can be a challenge without the right tool in place. Every Customer Support Manager needs an efficient task force - support representatives who are not overburdened, or under-utilized. Routine tasks, jobs, allocations cannot be done manually after a certain limit and automation is the keyword, he should be looking for. SupportCenter Plus combines high level of automation, making sure that tickets get assigned as soon as they arrive, support representatives notified and escalations raised in case SLAs are breached.
SupportCenter Plus also provides a host of different reports on help desk efficiency like completed and overdue requests, time spent reports etc. Service Level Agreement reports help the manager quickly identify trouble areas in his team and take remedial measures. SupportCenter Plus also enables the Customer Support Manager create his own custom reports and schedule them regularly.
A common problem that most help desk representatives face is the lack of systematic control of the help desk. Generally, it is just another human being who manually assigns the tickets and notifies the support personnel. Another common problem is the lack of right information at the right time like the system information for a ticket raised. SupportCenter Plus solves these problems and more. All queries and requests are available to the support representative at a single place.
SupportCenter Plus also allows high level of automation like assigning tickets to support groups as soon as they come and notifying them. This helps them get on the job immediately.
