Creating a Test Environment
You can use a test environment to try newer versions or beta service packs before applying the patches or service packs to the application on the production server. We strongly recommend using test environments for any hotfixes, major releases, or beta service packs.
Creating a test environment involves the following.
- Obtaining backup from the Production Server
- Setting up the Test Server
Obtaining backup from the Production Server
Stop SupportCenter Plus service on the production server.
Using the command prompt, go to <SupportCenter_Plus_Home>\ bin directory and execute trimmedBackUpData.bat to start the Trimmed data backup. Trimmed data backup does not include attachments and custom images. It is sufficient to create a test environment. To know more about backup, click here.
Once the backup is complete, a backup folder with the format below is placed under trimmedbackup folder in SupportCenter Plus Home directory.
backup_ supportcenter_ [build number] _database_month _date _ year _ hour _minutes.
The .data backup files are placed under the respective directories. For example, a trimmed backup taken in Version 11.0 of SupportCenter Plus looks like this:
backup_supportcenter_11000_database_12_08_2020_15_22.dataThe backup folder/file contains information such as the Build number of SupportCenter Plus, and date and time when the backup was performed.
Setting up the Test Server
Data should be restored ONLY across the same builds of SupportCenter Plus. (i.e.) data backed up in 11000 builds can be restored only in 11000 builds.
Build version can be checked, by either of the below ways:
- Help>>About in the application.
- From buildInfo.xml file under <SupportCenter_Plus_Home>\Conf directory.
Make sure the following steps should be carried out with administrator privileges
Download SupportCenter Plus with the same build number as in the Production Server from this link. For older builds, click here.
Now start and shut down the Test set up application once.
Copy the backup taken from the production server to the Test server.
To restore the backed up data, Go to <SupportCenter_Plus_Home>\bin directory and execute restoreData.bat.
Choose the backup file while prompted as in the screenshot given below,
Provide the backup file password when prompted. The default password is SCP123!
Once the data is restored successfully, stop the application from fetching emails.
Using command prompt go to <SupportCenter_Plus_Home>\ bin in the command prompt and execute the startDB.bat 65432
Connect to the database:
Postgres: Navigate to <SupportCenter_Plus_Home>\ pgsql \ bin and execute the following.
psql -h localhost -U scpadmin -p 65432 -d supportcenter
Enter password when prompted: The default password is scp@123
MS SQL: Connect using SQL studio.
Execute the below queries one by one :
update outgoingmailserver set HOSTNAME =’ALPHA’;
update outgoingmailserver set ALTERNATEHOSTNAME=’BETA’;
update incomingmailserver set HOSTNAME =’XYZ’;
update TASK_INPUT set OPERATIONAL_STATUS=’4′;
Start SupportCenter Plus in the test server.
You can log in into the application UI with the user credentials
Creating a Solution
To create a new solution: 1. Go to the Solutions tab and then click New. 2. Now, provide the necessary details as required. The default solution fields are as follows. Field Description Title To give solution a title. This is a mandatory field. ...
Contract Migration Disclaimer
Rate Type: Rate Type configuration is implemented through Bill Rules and Request & Time Entry additional fields for cost handling Request and Time Entry picklist additional fields will be created with the name "Rate type" with the previously present ...
Pass Through Authentication
You can enable single sign-on for SupportCenter Plus to directly authenticate support reps' login credentials. Thus the support reps need not log in again to access SupportCenter Plus. SupportCenter Plus Pass-through Authentication uses NTLMV2 which ...
Account managers are users who take care of their associated customer account(s) and keep them up to date. Account managers can view all requests raised in their associated account and coordinate with support reps to ensure quicker resolution. To ...
You can create and maintain a knowledge base of articles for both support reps and contacts. Follow the links below to learn more. Creating Solution Creating Topics and Topic Groups Solution Approval Manage Solutions