Change Management - incidents caused by change
SELECT chdt.changeid "Change ID", chdt.title "Change Title", Longtodate(chdt.createdtime) "Change Created Time", Longtodate(chdt.completedtime) "Change Completed Time", orgaaa.first_name "Change Requested by", ownaaa.first_name "Change Technician", stagedef.NAME "Change Status", wo.workorderid "Request ID", aau.first_name
Configuration Management - department head
This report returns the complete list of Department and the department head configured in the application SELECT dept.deptid "Department ID",
dept.deptname "Department Name",
dept.phoneno "Phone No",
dept.fax "Fax",
sdorg.name "Site Name",
aa.first_name "Department Head",
dept.deptdesc "Department Description",
da.first_name "Approver" FROM departmentdefinition dept
LEFT JOIN sduser sd ON sd.userid=dept.deptheadid
LEFT JOIN aaauser aa ON aa.user_id=sd.userid
LEFT
Newsletter de Julio!
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Join our free workshop and elevate your application monitoring skill set!
To stay ahead of the competition, it is critical for system admins to keep themselves updated of the latest advancements in technology. We, at Applications Manager understand this. That is exactly why we are hosting a free IT Operations Management workshop
[Webinar recording] Save big with advanced analytics for ServiceDesk Plus asset management
Did you miss our webinar on how to save big using advanced analytics for ServiceDesk Plus asset management? No problem! Check out the recording here:
ServiceDesk Plus 10508 Released
Dear Users, SDP 10508 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-79620 : Going forward, the approval action page will be shown while clicking on approval notification (bell notification). SD-78128 : In requests, problems, changes, projects, and project milestones, while adding a task by using the Add Task(s) from Template link, you can preview each task template in full screen. Enhancements
User Management - status changes made on a request and who performed it
This report helps to find status changes made on a request and who performed it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", std.STATUSNAME "Request Status", wo.TITLE "Subject", woh.OPERATION "Operation", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, std1.STATUSNAME "Changed From", std2.STATUSNAME"Changed To" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
User Management - priority changes made on a request
This report helps to find the priority changes made on a request. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", qd.QUEUENAME "Group", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.DUEBYTIME) "DueBy Time", rtdef.NAME "Request Type", LONGTODATE(OPERATIONTIME) OPERATIONTIME, pd1.priorityname "Changed From", pd2.priorityname "Changed To", aau1.FIRST_NAME "PERFORMEDBY" FROM WorkOrder
Mobile Device Manager Plus- Free Training
Join us on 25th July and 1st August 2019 at 6:30 GMT or 11:30 EDT for a free training session on ManageEngine's enterprise mobility management solution - Mobile Device Manager Plus! Following topics will be covered on July 25: App Management and Device Security: Complete management of Store and Enterprise apps Lock specific apps to devices Remotely track and troubleshoot mobile devices Secure misplaced/lost device Following topics will be covered on August 1: Device Enrollment and Provisioning: Various
July 2019 Patch Tuesday updates
New Security Bulletins : 2019-07 Security Only Quality Update for Windows Server 2008 (KB4507461) (CVE-2019-1132) 2019-07 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4507456) (CVE-2019-1132) 2019-07 Security Only Quality Update for Windows Server 2012 (KB4507464) (CVE-2019-0880) 2019-07 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4507457) (CVE-2019-0880) 2019-07 Cumulative Update for Windows 10 Version 1803 and Windows Server 2016 (1803)
July 2019 Patch Tuesday updates
New Security Bulletins : 2019-07 Security Only Quality Update for Windows Server 2008 (KB4507461) (CVE-2019-1132) 2019-07 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4507456) (CVE-2019-1132) 2019-07 Security Only Quality Update for Windows Server 2012 (KB4507464) (CVE-2019-0880) 2019-07 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4507457) (CVE-2019-0880) 2019-07 Cumulative Update for Windows 10 Version 1803 and Windows Server 2016 (1803)
July 2019 Patch Tuesday updates
New Security Bulletins : 2019-07 Security Only Quality Update for Windows Server 2008 (KB4507461) (CVE-2019-1132) 2019-07 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4507456) (CVE-2019-1132) 2019-07 Security Only Quality Update for Windows Server 2012 (KB4507464) (CVE-2019-0880) 2019-07 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4507457) (CVE-2019-0880) 2019-07 Cumulative Update for Windows 10 Version 1803 and Windows Server 2016 (1803)
[Free webinar] Save big with advanced analytics for ServiceDesk Plus asset management
Hello folks! We are happy to bring you our next webinar on how to save big with advanced analytics for ServiceDesk Plus asset management. Date: July 25, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Agenda Organizations divert a major share of their IT budgets towards purchasing hardware and software assets, so it's important that asset managers make the right purchase decisions, and ensure that assets, once purchased, are utilized to their fullest potential. During the webinar, we'll discuss all the
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User(s), As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. You can contact our sales@manageengine.com for
Masterclass – Software asset management: One app for all the other apps - session 4 June 19th
Hi folks, We had hosted a webinar June 19th on Software asset management: One app for all the other apps using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Scan for IT assets and get the required information Inventory and classify software Manage different types of licenses Decommission and reconcile licenses Get real-time information required for compliance audits Using examples, we have demonstrated how to get answers
ServiceDesk Plus MSP - version 9.4 - Build - 9420 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9420. Please refer the Migration path table available here and upgrade to our latest build 9420. Please refer our read me from here. We have implemented a lot of Billing related and other enhancements in this release. Please try and share your feedback. Billing Enhancements : SDPMSP-7019: User can round off the worklog timespent values before bill generation. SDPMSP-11707: Ability to show subject of the ticket in the generated
Apple mandates migration from Device Enrollment Program to Apple Business Manager/Apple School Manager before December 1, 2019
As Apple has advanced to Apple Business Manager (ABM)/Apple School Manager (ASM), which are dedicated portals for Enterprise and Education respectively, the support for Apple Deployment Programs will be withdrawn from the aforesaid date. Apple has consolidated its standalone portals, Device Enrollment Program (DEP) and Volume Purchase Program (VPP) into a single cloud portal Apple Business Manager (or Apple School Manager). The consolidation has simplified device enrollment and app purchases for
Masterclass – ManageEngine integrations: Unleash the power of 360-degree ITSM - 6th session 17th July
We're hosting a webinar 17th July on ManageEngine integrations: Unleash the power of 360-degree ITSM using ServiceDesk Plus, the 6th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Integrate with Desktop Central to deploy software, manage patches and profiles, and remotely connect to endpoints from within tickets Mobile Device Manager Plus to enroll devices, configure profiles, and track your company's mobile assets from within tickets OpManager
[Tips & Tricks] How to enable Print Preview for Pending and Approved approvals in tickets
In the current design of ServiceDesk Plus, we are yet to add the feature to enable approvals in print preview. "SDF-70062 Approvals to be part of request print preview" and as of now, we do not have the esteemed time for this feature. We request you to follow the workaround steps given below. Download the attachment, remove .txt from the file name, extract the zip file to a folder. Copy the "printpreview_withTasksApprovals.html" file to <SDPHome>/integration/resources folder. Configure a new custom
Newsletter de Junio!
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Attend the Singapore workshop, and get certified as an ITOM expert!
Get ready, Singapore—our ITOM workshop is all set to take place on Aug 29, 2019. Join us for an action-packed day filled with informative sessions on IT Operations Management. We'll cover the latest trends in network, server, and application management to help you meet your ever-growing business demands. Register now Highlights: See interactive product demos Attend one-on-one question and answer
Mobile Device Manager Plus' new integrations help simplify device management!
Mobile Device Manager Plus has broadened its support for integrations. You can now integrate the following solutions with MDM. Spiceworks Zendesk ServiceNow ManageEngine ServiceDesk Plus ManageEngine AssetExplorer Zoho CRM Zoho Creator If you want to integrate your product with MDM, access our APIs here. Deploying multiple software solutions to perform distinct tasks takes a toll on your IT administrators. With Mobile Device Manager Plus, you can integrate specialized software applications
Script Master - 11: How to automatically create multiple child requests from a parent request with a configurable JSON file.
Greetings to you, users! This Script Master's post will help you learn how to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. Also the request ID of the child requests are added as notes to the parent request. This is achieved using an API call to create a request in ServiceDesk Plus. Details of the child requests are stored in a json file and provided as input to the API call. A separate API call is made to add notes
User Management - to get the list of requests that are due to violate SLA in next 2 days
Use this report to get a list of requests that are due to violate SLA in next 2 days. This helps to alert the team involved working on the request. PGSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", qd.QUEUENAME "Group", cd.CATEGORYNAME "Category", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.DUEBYTIME) "DueBy Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
User Management - report to technician who violated the request
This report helps to find the technician who violated the request. SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Current Technician", max(std.STATUSNAME) "Request Status", CASE WHEN max(tech.first_name) IS NOT NULL THEN max(tech.first_name) ELSE max(ti.FIRST_NAME) END "Violated by" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
User Management - report on reassignment of groups made on a request
This report helps to find the reassignment of groups made on a request. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", std.STATUSNAME "Request Status", wo.TITLE "Subject", rtdef.NAME "Request Type", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(woh.OPERATIONTIME) OPERATIONTIME, qd1.queuename "Changed From", qd2.queuename "Changed
User Management - report on reassignment of technicians on requests and who performed it
This report helps to find reassignment of technicians on requests and who performed it. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", pd.PRIORITYNAME "Priority", longtodate(wo.CREATEDTIME) "Created Time", aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, au1.first_name "Changed From", au2.first_name "Changed To"
User Management - report on time taken by technician to send a first response to a request
This report returns the time taken by technician to send a first response. It indicates how long a user had to wait to receive a response. MSSQL: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESPONDEDTIME) "Responded Date", convert(varchar(10), ((wo.RESPONDEDTIME)-(wo.createdtime))/1000/3600)+':'+convert(varchar(10), (((wo.RESPONDEDTIME)-(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),((((wo.RESPONDEDTIME)-(wo.createdtime)))/1000%60))
User Management - first assigned time of a request
This report returns the first assigned time of a request. When the request was submitted and when was a technician assigned to it. This helps us know how long it was in the unassigned state. SELECT wo.WORKORDERID "Request ID", Longtodate(max(wo.CREATEDTIME)) "Created Time", longtodate(max(woh.OPERATIONTIME)) "Assigned time", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject", max(qd.QUEUENAME) "Group", min(prev.first_name) "Technician", max(ti.FIRST_NAME)
Configuration Management - report to find the values of a picklist additional field
This report helps to find the pick-list values in the additional fields. First you need to find the name of the table name and the column name that holds the data by executing the following report: SELECT Tablename, Columnname FROM ColumnAliases WHERE Aliasname='Services' Then you can retrieve the pick list values. For example: SELECT Value FROM UDF_PickListValues WHERE Tablename='WorkOrder_Fields' AND Columnname='UDF_CHAR36' Replace WorkOrder_Fields and UDF_CHAR36 with the values returned by the
Configuration Management - SLAs configured / details of all technicians and requesters / last logged in time of technicians and requesters
Below report returns the complete list of SLAs configured in the application. SELECT sdo.name "Site Name" , sla.slaname "SLA", MAX(sla.duebydays) "SLA Days", MAX(sla.duebyhours) "SLA Hours", MAX(sla.duebyminutes) "SLA Minutes" , MAX(sla.fr_duebydays) "First Response Days", MAX(sla.fr_duebyhours) "First Response Hours", MAX(sla.fr_duebyminutes) "First Response Minutes", array_to_string(array_agg(au.first_name), ' ') "Escalate to" FROM sladefinition
Configuration Management - report for support groups and roles associated to technicians
This report returns the support groups associated to technicians. SELECT AaaUser.FIRST_NAME "FullName", (SDOrganization.NAME) "Site", (qd.queuename) "Group" FROM AaaUser LEFT JOIN UserDepartment ON AaaUser.USER_ID=UserDepartment.USERID LEFT JOIN DepartmentDefinition ON UserDepartment.DEPTID=DepartmentDefinition.DEPTID LEFT JOIN AaaUserContactInfo ON AaaUser.USER_ID=AaaUserContactInfo.USER_ID LEFT JOIN AaaContactInfo ON AaaUserContactInfo.CONTACTINFO_ID=AaaContactInfo.CONTACTINFO_ID
Configuration Management - complete list of request templates
This report returns the complete list of templates configured in the application. MSSQL: SELECT serd.Name "Service Category", max(list.Templatename) "Template Name", STUFF( (SELECT ',' + tgm.QUEUENAME FROM TemplateToGroupMapping tgm WHERE list.TemplateID=tgm.TemplateID FOR XML PATH(''), TYPE).value('.', 'nvarchar(max)'), 1, 1, '') "Group", STUFF( (SELECT ',' + ug.NAME FROM UserGroups
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
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
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