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
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
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
Introducing brand new OS Deployer!
Dear all, We are happy to inform you that we have introduced a brand new OS Deployer with a more friendly user interface, fresh features and advanced techniques. You can refer our website for more details on this - https://www.manageengine.com/products/os-deployer/ Useful Resources: Userguide - https://www.manageengine.com/products/os-deployer/help/ How-tos - https://www.manageengine.com/products/os-deployer/how-to.html Knowledge bases - https://www.manageengine.com/products/os-deployer/knowledge-base.html
[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.
Mozilla fixed Zero-day vulnerabilities in Firefox
Mozilla addressed two zero-day vulnerabilities in Mozilla Firefox that were being used in targeted attacks in the wild. CVE-2019-11707 is a type confusion vulnerability in Mozilla Firefox that can result in an exploitable crash. CVE-2019-11708 is a sandbox escape vulnerability. Combining both CVE-2019-11708 and CVE-2019-11707, attackers can perform arbitrary code execution. Thunderbird is also affected but generally cannot be exploited since scripting is disabled when reading mail. Following this,
Mozilla fixed Zero-day vulnerabilities in Firefox
Mozilla addressed two zero-day vulnerabilities in Mozilla Firefox that were being used in targeted attacks in the wild. CVE-2019-11707 is a type confusion vulnerability in Mozilla Firefox that can result in an exploitable crash. CVE-2019-11708 is a sandbox escape vulnerability. Combining both CVE-2019-11708 and CVE-2019-11707, attackers can perform arbitrary code execution. Thunderbird is also affected but generally cannot be exploited since scripting is disabled when reading mail. Following this,
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
ServiceDesk Plus 10503 Released
Dear Users, We are glad to announce the release of latest servicepack 10503 for ServiceDesk Plus. This servicepack includes 18 new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Configuring category, subcategory and item (CSI) in a helpdesk software
Hello folks, Documenting requests help determine how they move through an organization. Today, most ServiceDesk software utilizes three crucial layers to classify requests: categories, subcategories and items. These three key factors of requests can have a huge impact on the success of the ServiceDesk, as they will have huge impact on reporting, SLA constructions, priority degree, the paths requests take throughout the workflow and so on. Culturally, the requester enters a category, subcategory and
ServiceDesk Plus MSP - version 9.4 - Build - 9419 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9419. Please refer the Migration path table available here and upgrade to our latest build 9419. Please refer our read me from here. New Features : SDPMSP-13194 : EWS Support - Use Exchange Web Services to connect to an exchange server for mail fetching. Issues Fixed : SDPMSP-13301 : Insecure Direct Object Reference vulnerability (CVE-ID-2019-8394) in File Upload sections of the application. SDPMSP-13336 : Preventive Maintenance
[Announcement]: Free OpManager training series starting July 10, 2019
Hola Amigos! With how popular the OpManager training series was in April, we've decided to continue it through July as well! Join us on July 10 to learn about new features, interesting business scenarios, and much more. In this training session, we'll get to the bottom of various challenges of server and network performance monitoring. Register now! A quick look at what you'll learn about: Adding devices into OpManager and automating configurations using the rule engine Monitoring device availability
Join our free ITOM Dubai workshop and resolve your application and server monitoring woes!
Save the date! Our IT Operations Management workshop is coming to Dubai on July 22, 2019. We have interesting sessions on server and applications monitoring that are aimed to help you meet your business demands. This workshop will guide you on the various ways through which you can ensure seamless application performance. You can participate in the interactive demos of our solutions and learn how to get the most out of your IT while getting certified as an ITOM expert. You can connect with our product
Microsoft Patch Tuesday updates for June 2019
New Security Bulletins : 2019-06 Security Update for Adobe Flash Player for Windows (KB4503308) 2019-06 Security Only Quality Update for Windows Server 2008 (KB4503287) 2019-06 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4503269) 2019-06 Security Only Quality Update for Windows Server 2012 (KB4503263) 2019-06 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4503290) 2019-06 Cumulative Update for Windows 10 Version 1607 and Windows Server 2016
Microsoft Patch Tuesday updates for June 2019
New Security Bulletins : 2019-06 Security Update for Adobe Flash Player for Windows (KB4503308) 2019-06 Security Only Quality Update for Windows Server 2008 (KB4503287) 2019-06 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4503269) 2019-06 Security Only Quality Update for Windows Server 2012 (KB4503263) 2019-06 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4503290) 2019-06 Cumulative Update for Windows 10 Version 1607 and Windows Server 2016
[Free webinar] Deliver next-level customer support using advanced analytics for your service desk
Hello folks, We're hosting our next webinar on June 27, 2019 titled, Deliver next-level customer support using advanced analytics for your service desk. Agenda: During the session, we'll talk about how you can leverage analytics to assess help desk operations and behavior, and draw actionable insights to improve customer service. Join us for a free session and learn how to leverage analytics to, Make it easy for customers to raise requests. Make the first response count. Empower users. Identify
ManageEngine ITOM Australia Seminar - Learn to overcome IT management challenges!
We are elated to announce that we are all set to host a free IT Operations Management seminar in Sydney and Melbourne on July 16th and 18th respectively. Our product experts will walk you through on the various challenges faced while monitoring servers, networks, and applications. Register now Highlights : 1. Interactive product demos 2. One-on-one question and answer sessions. Agenda: View the entire agenda
.MDMP files
Hello users, Lately we have been receiving requests related to piling-up of .MDMP files in the directory ../ManageEngine/ServiceDesk/bin. We would like to inform you that these are dump files generated by operating system on the event of application crash. It contains data from the application's memory state at the time of crash. Reference: https://community.tableau.com/thread/251030 We would not require these .MDMP files and can safely be moved to a different location. Ensure ServiceDesk Plus gets
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 14-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic- "Service request: Employee Onboarding simplified" which will be conducted on the following date : 14-05-19 ( we are locking down this post for time being and will be available for discussion on 14th ) Reference link : https://pitstop.manageengine.com/portal/community/topic/masterclass-%E2%80%93-servicedesk-plus-online-training-series-starts-may-14th
Launching advanced analytics for ServiceDesk Plus ticket history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of the latest version of Analytics Plus 3950. This release introduces out-of-the-box analytics for the following ServiceDesk Plus modules: 1. Ticket history Closely track your tickets from start to finish. Get visual clues into the number of times a ticket was reassigned, and use this information to identify bottlenecks in your ticketing process. 2. Projects Take complete control of your IT projects from planning, resource allocation,
Highly critical processor chip flaw "ZombieLoad" patched
A new class of processor chip vulnerabilities targeting the 'speculative execution' portion of Intel chips has been discovered by a group of researchers a few days back. These three vulnerabilities are named ZombieLoad, fallout, and RIDL (Rogue In-flight Data Load). These flaws are rated highly critical by the team of researchers who discovered them. ManageEngine Desktop Central now supports patches for the ZombieLoad vulnerability. Name of the Vulnerability: ZombieLoad Severity : Highly critical
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