Configuration Management - view/export the tree view of category, subcategory, and item / details of scheduled reports along with their owner
This report helps to export the tree view of category, subcategory, and item. SELECT CategoryDefinition.CATEGORYNAME "Category Name", SubCategoryDefinition.NAME "Sub Category Name", ItemDefinition.NAME"Item Name" FROM CategoryDefinition LEFT JOIN SubCategoryDefinition ON SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID LEFT JOIN ItemDefinition ON ItemDefinition.SUBCATEGORYID = SubCategoryDefinition.SUBCATEGORYID ORDER BY 1,2,3 This report returns the details of scheduled
Configuration Management - report to view and export the list of support groups
This report helps to export the list of support groups configured in the application with their complete details. MSSQL: SELECT qd.QUEUENAME "Support group", ci.DESCRIPTION "Description", su.first_name "Owned By", STUFF( (SELECT ',' + au.first_name FROM queue_technician qt LEFT JOIN sduser sd ON qt.technicianid=sd.userid LEFT JOIN aaauser au ON sd.userid=au.user_id WHERE qt.queueid=qd.queueid
Request Management - details of parent request and its dependent requests
This report returns the details of the parent request and its dependent requests. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", ti.FIRST_NAME "Technician", pd.PRIORITYNAME "Priority", wo.CREATEDTIME "Created Time", wo.DUEBYTIME "DueBy Time", std.STATUSNAME "Request Status", CASE WHEN wos.ISOVERDUE='1' THEN 'Yes' ELSE 'No' END "Overdue Status", wodm.Dependsonid "Depends on" FROM WorkOrder wo LEFT JOIN WorkOrderStates
Request Management - report on requests created created during non-operational hours
This report is used to find the requests created during out of business hours. Based on this report, resources can be allocated to manage the load. MSSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", wo.TITLE "Subject", qd.QUEUENAME "Group", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", datepart(dw, dateadd(s, datediff(s, GETUTCDATE(), getdate()) + (wo.createdtime/1000), '1970-01-01 00:00:00'))
Request Management - report to fetch the historical details of approved and denied requests
This report helps to view the historical details of approved and denied requests. This also returns all requests for which approval decision is pending. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", wo.TITLE "Subject", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", longtodate(wo.CREATEDTIME) "Created Time", asd.stagename "Stage name", LONGTODATE(ApprovalStage.SENT_DATE) "Approval Sent date",LONGTODATE(ApprovalDetails.ACTION_DATE) "Approved
Request Management - notes added by the technicians
This report gives an overview of all notes added by the technician. SELECT wo.WORKORDERID "Request ID", note.NOTESTEXT "Notes", longtodate(notesdate) "Note Added date", aaauser.first_name "Note Added By" FROM WorkOrder wo LEFT JOIN Notes note ON wo.WORKORDERID=note.WORKORDERID LEFT JOIN aaauser ON note.userid=aaauser.user_id WHERE wo.CREATEDTIME >= <from_thisweek> AND wo.CREATEDTIME <= <to_thisweek> To make any changes to this query, refer to this post. Click this link to navigate to the next report.
Request Management - last conversation of technician and requester in requests
This report returns the last conversation of technician and requester. SELECT wo.WORKORDERID "Request ID", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject",max(ti.FIRST_NAME) "Technician", longtodate(max(wo.CREATEDTIME)) "Created Time", CASE WHEN max(wos.notificationstatus) = 'REQ_REPLY' THEN max(c.description) WHEN max(wos.notificationstatus) = 'TECH_REPLY' THEN max(n.description) ELSE NULL END "Last conversation" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT
Request Management - report to get request onhold status comments
Request onhold comments. This report helps to find the reason for the request that are placed onhold. SELECT wo.WORKORDERID "Request ID", mdd.MODENAME "Request Mode", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", (os.onholdcomments) "Reason For Stop Timer" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Request Management - query to fetch information on service catalog additional fields
Requests with service catalog additional fields. Service catalog additional fields can be a common field or category specific fields. These fields are stored in a dynamic table, hence we need to join the specific template to get the resultant. Run the below query to get table name and column name of the field you need in the report. select * from columnaliases where aliasname='NAME OF THE ADDITIONAL FIELD'; Replace table name and column name in the below query. SELECT wo.WORKORDERID AS "Request
[Powershell Script] Update a workstations assigned department via a request
The following script will update the department of any workstation that is added to the Asset(s) field of an incident template. I've implemented it so that my first line team can confirm where an asset is located and update it accordingly while on the phone to an end-user. I hope it helps someone else in the future - Create a new pick-list, add in all of the departments listed within your environment and include it within your preferred template(s). Edit line 10 to match the name of your pick-list
Request Management - report to find the recipient email address
To find the recipient email address. Some requests are forwarded to others through the mail, this report helps to find the statistics what and how many requests are forwarded to others. To make any changes to this query, refer to this post. SELECT wo.workorderid "RequestID", wo.title "Subject", wor.to_cc_bcc "Parent Request", wor.recipient_email "Parent request email ", cr.TO_CC_BCC " In conversations", cr.recipient_email "Conversation email", nr.TO_CC_BCC "Sent mails", nr.recipient_email "Sent mail
SQL Cookbook for ServiceDesk Plus - Chapter 2 - Request Process Management
Requests based on SLA. To make any changes to this query, refer to this post. SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Requester", qd.QUEUENAME AS "Group", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", icd.NAME AS "Item", ti.FIRST_NAME AS "Technician", std.STATUSNAME AS "Request Status", sla.slaname "SLA Name" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrder_Queue
Request Management - to get the list of shared requests
Shared request - returns the list of shared requests. To make any changes to this query, refer to this post. SELECT wo.WORKORDERID AS "Request ID",
wo.TITLE AS "Subject",
aau.FIRST_NAME AS "Requester",
qd.QUEUENAME AS "Group",
ti.FIRST_NAME AS "Technician",
std.STATUSNAME AS "Request Status",
sa.first_name "Shared to technician" FROM WorkOrder wo
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN WorkOrderStates
Request Management - report to get information on linked requests
Linked requests - to find the child request ID that are linked to the parent request ID. To make any changes to this query, refer to this post. SELECT wos.linkedworkorderid "Request ID", wo.TITLE "Subject", std.STATUSNAME "Request Status", rtdef.NAME "Request Type", longtodate(wo.CREATEDTIME) "Created Time", wo.workorderid "Linked to" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN RequestTypeDefinition rtdef ON wos.REQUESTTYPEID=rtdef.REQUESTTYPEID LEFT
Request Management - Report to get information on merged requests
Merged requests - provides information as shown in screenshot below. To make any changes to this query, refer to this post. MSSQL: SELECT Workorderid "Parent Request ID",
(SELECT STUFF(
(SELECT cast(Child_woid AS varchar) + char(10)
FROM conversation co
WHERE conversation.Workorderid=co.Workorderid
FOR XML PATH ('')), 1, 0, '')) "Merged Request"FROM conversation
WHERE Child_woid IS NOT NULL
GROUP BY Workorderid PGSQL:
Request Management - quick overview of monthly opened, closed and overdue requests
This report provides a quick overview of monthly opened, closed and overdue requests. It provides you a quick determination of a large number of requests. This information can then be used by a request management administrator to determine if a particular department requires additional resources to efficiently manage the number of requests. MSSQL: SELECT 'Inbound' "Status", COUNT(CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00'))=1 THEN 1
Masterclass – Hardware asset management: Bringing all your assets under one roof - session 3 June 12th
Hi folks, We had hosted a webinar June 12th on Hardware asset management: Bringing all your assets under one roof using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Inventory all the assets in your organization Organize and classify assets based on business impact Identify vulnerable assets Track the status of assets Using examples, we have demonstrated how to manage vulnerable assets with complete visibility into your
JIRA integration Error: Check Jira Xml file..
I have set basic configurations and made a menu, but below error pops-out. <Configurations> Attatched Jira.xml & log from Serverlog Parser
[Webinar recording] Deliver next-level customer support using advanced analytics for your service desk
Did you miss our webinar on delivering next-level customer support using advanced analytics for your service desk? Check out the recording to learn about providing satisfactory resolutions, empowering users, keeping your desk technicians happy, and more.
Change browser title icon (favicon) for SDP?
How do I replace the default favicon.ico in ServiceDesk Plus with one of my own? Thank you.
Non Login Technicians
Hi, Is there a way for non login technicians to view a task and close it after they resolved it. We have limited license and would like to utilize the non login technicians however I can send notifications with them but could not login (when clicking the link) to further view and update it. Additionally if they reply back to the email, SDP treat it as new incident request. Please help. If my question is not clear I'll be happy to elaborate further. Thanks
How to Export a CMDB Relationship?
Hello Team, I'm building the CMDB for a client. Once done, the customer will need to export the relatioships that will be created between the items into a file. can you help me please?
Request resolved after open and change area
Is the report reopened and which are changed after the request is solved?
Cannot upgrade to 10500
HI, I have problem with upgrade windows version of Service Desk to version 10500, during step: "Upgrading PostgreSQL from 9.2.0 to 10.5 Migrating Data" it stops and roll back. How could I resolve this issue?
Change ticket due date dependency
Dear team, Can we change ticket due date dependency instead of requester site to be technician site . Note: This requirement issue because we have several sites with different operation hours. Thanks
Manage engine Service desk plus - One of the User not visible under requesters after importing from AD
One of the User not visible under requester's after importing from AD, the log says import successful. however one particular user is not visible under requesters tab. Require your assistance.
(solved)Backup ServiceDesk Plus Database Fails
We are trying to backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations As far as the backup process we were able to start following below instructions: https://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/perform-backup.html However the backup seems to fail every time during the process, it says: ERROR: invalid page header in block 1
Supported QR Code Printer
Is there a preferred printer for QR Code? should any laser printer can support QR Code for asset scanning?
[SDF-59846] Show Project ID Within Project
Good afternoon, would it be possible to add the Project ID to either the Project Details or above where the Due Date/Milestones/Tasks are located in the Project? We'd like to be able to reference the Project ID from within the project itself rather than having to back out to the project list to find it. Thank you!
Create Lync Account - Using Custom Menu/Trigger
So our procedure and policies changed on creating lync accounts. This led me to create a powershell script to make this quick and easy, so I decided to share a powershell script I wrote. I hope this helps some people out there. Not promising any support though =D # ------------------ Start Script ------------------ # Store request data passed to script - this must be first element in script param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $requestdata
Category/Subcategory/Item Taxonomy
Has anyone developed (and is willing to share) a Category/Subcategory/Item taxonomy for all of the standard type of IT Helpdesk and Enterprise Application incidents and services (and problems for that matter)? Any help would be greatly appreciated. Thanks.
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Asset scan - Wrong Product Type > CIType association
Hi, I have a problem when scanning assets. I'm using the agent and I configured a custom product as you can see in the following picture: The scan finds the exact model -> "Latitude 7490" but sets the CIType to "Server" instead of "Workstation - Laptop". If I try to edit the asset Product Name manually then it gets linked to the right CIType. This is the state right after the scan: Then I click on Actions->Modify Type: and without changing anything I just click Save. Doing so moves the asset directly
Changes in v10, Longwinded procedures closing tickets
Hi, Is it just me or are their more steps involved when closing tickets since V10? In V9 you could simply select the drop down items, enter a work log and then close the ticket. Now you have to enter the worklog separately and the resolution separately meaning more time spent doing the same thing... Can we modify Servicedesk and tailor back to how it was? Cheers,
Pre-configured SDP with basic industry standard templates
Do we have or has anybody tried a pre-configured SDP with basic Industry Standard Template? Reason is we are doing a lot of Client POC, so instead of configuring from time to time Can we create (from back-up) or any other way so that we can load a pre-configured basic or advance configuration with industry standard templates. So that we can just load the back up on every POC request. Any suggestions are highly appreciated. Thanks, Allan
Request Management - most used request template, category and top requesters based on request count
To make any changes to these queries, refer to this post. Report to find the most used template in the application: SELECT serd.Name "Service Category", reqtl.templatename "Template name", count(wo.WORKORDERID) "Count of Request" FROM WorkOrder wo
LEFT JOIN RequestTemplate_list reqtl ON wo.TEMPLATEID=reqtl.TEMPLATEID
LEFT JOIN ServiceDefinition serd ON reqtl.PARENT_SERVICE=serd.SERVICEID
WHERE reqtl.isdeleted='0'
GROUP BY serd.Name,
reqtl.templatename
ORDER BY 3 DESC To find top used category
Request Management - requests based on incident and service templates
To make any changes to this query, refer to this post. Request based on incident and service templates: SELECT reqtl.TEMPLATENAME "Template Name", wo.WORKORDERID "Request ID", dpt.DEPTNAME "Department", sdo.NAME "Site", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", std.STATUSNAME "Request Status", ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN RequestTemplate_list reqtl ON wo.TEMPLATEID = reqtl.TEMPLATEID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID = dpt.DEPTID LEFT JOIN SiteDefinition
Windows Agent - Why port 9000?
Why is it that SDP is using port 9000 on the Windows Agent for scanning and fetching information? Is there a plan to change this in the near future? https://www.speedguide.net/port.php?port=9000
Flexible SDP PM Scheduling
Hello, I would like to see more options for scheduling PM in SDP. In my case, I want to schedule a monthly backup ticket. Since we follow the accounting calendar, we would need to to something like week 4-4-5 (x4) to properly schedule it. It would be nice. Thanks. Marco.
API V1 Powershell Repo
I put together a small repo of some API V1 powershell functions I've built that work for creating requests, adding notes, and updating requests. Feel free to use any of these you like! https://gist.github.com/aggiebck/60efda1eea63431d5a7d8c05f05379e0
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