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
Software Packages stuck on Retry in Progress when newer version installed
I noticed that a few packages we have pushing in our environment are failing. When looking at the remarks, they are all listed as: Installation Failed - Fatal error during installation. I started looking at logs on a few of the machines. This particular log is for Google Chrome - (60604_Google Chrome (x64) (72.0.3626.121).log) The log states that the computer already has a newer version of the software installed. MSI (s) (B8:90) [10:36:43:508]: Executing op: Header(Signature=1397708873,Version=500,Timestamp=1323062415,LangId=1033,Platform=589824,ScriptType=2,ScriptMajorVersion=21,ScriptMinorVersion=4,ScriptAttributes=1)
PMP replication with 3 servers
I'd like to know if anyone has a setup where they replicate the PMP database to 3 different servers. I currently have PMP setup in High Availability with 2 servers. I would like to add a 3rd server in our DR data center. I reached out to PMP Support and they told me officially they do not support that kind of a setup, so I'm reaching out to the community to find out if anyone has an "unofficial" way to accomplish this. Thanks! -Mike
NBAR Enabling
Hello Community Can someone please take a look at the attachment and let me know if where it says in green 'NBAR', if that means that nbar is enabled? If not can someone please tell me if NBAR can be configured on my device? UK01252-DM01-Paddington20ET#show version Cisco IOS Software, C181X Software (C181X-ADVIPSERVICESK9-M), Version 12.4(24)T2, RELEASE SOFTWARE (fc2) Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2009 by Cisco Systems, Inc. Compiled Tue 20-Oct-09 01:15 by
Old MS Patch
A couple of questions - 1. This morning I had the patch "Microsoft ASP.NET MVC Security Update MS14-059 (KB2993939)" from 2014 show up as needed on 80+ machines (Windows 7,10,2008R2, 2012R2, and 2016). I have not found any info about the patch being re-issued. It seems strange. Has anyone else had it show up? 2. I have a dozen or so MS patches that are superseded but are still showing up under Missing Patches. Is this normal? Thanks in advance for any replies.
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
No information on error: dc.db.agent.config.common.downloadxml failed
Is there any documentation on what this error means? I have a handful of machines with this stuck in a Retry in Progress loop. Google searches and searches here aren't returning anything.
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.
[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.
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.
OpManager unable to monitor HTTPS sites
I saw several post from years ago about users unable to monitor HTTPS sites. Does anyone know if this has been resolved? We are on build 12.3.308 and still unable to monitor.
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.
Defer windows updates
Hi, I have seen the option to install updates 3 weeks after Patch Tuesday on our "Desktop Central" panel. Could we defer updates for an specific Custom Group or OU for a longer period of time? Windows 10 allows to activate "Semi-Annual Channel" in advanced settings, but we have disabled windows updates as Desktop Central is working fine I would like to wait some months before updating in few computers. It is a recomendation we have received from "Siemens PLM Software". Thanks.
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
Automatic software package installation
Hi, I was wondering if it's possible with DesktopCentral to install software automatically. We configured in DesktopCentral that the DC agent is automatically installed when a new PC connects to the domain (SoM Policy). Is there a way to install software the exact same way? Like DC agents gets installed when the computer is added to the domain and the a package of standard software is automatically deployed to the new pc? Best regards, Daniel
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?
Customer support chat button missing from console
Customer support chat button missing from console today customer support isn't picking up the phone either, 30+ mins on hold Whats going on?
Problems Module
Please increase the size of the Incidents tab in the Problems module.
PMP Linux Server Migration Question
Hello, We're looking to move from one RHEL server to another one. The current installation is on 8.5, on the new server we'd like to be using 9.0. What is the process for this?
Migrate PMP to Linux from Windows
I want to migrate our current PMP installation from Windows using MySQL to Linux RHEL 7 using MariaDB. Has anyone else done this and are there any instructions for doing so? Are there any problems with going to REHL7 or CentOS7? I see they are not specifically listed as supported but there really shouldn't be a problem doing so that I can think of.
PMP Migration Windows-Linux
Hi all, Has anyone been trough the process of migrating their PMP installation from Windows to Linux? Or is anyone about to initialize or has started the process? Hope to hear your tips. Thanks & Best Regards, Mércio
Mozilla Firefox updates require reboot?
Do Mozilla Firefox updates really require a reboot of Windows? Is there a reason, because it seems excessive to me, already get reboots required for Window updates.
CAB/Request Approval
Our organization has recently moved to SD+MSP and are encountering some process issues around the segmentation of accounts. While in most organizations this makes sense, in ours it creates issues. Examples; · Employee onboarding. Employees from say account #1 may need access to resources at account #2. We would like to be able to add approvers from account #2 to the request that is under account #1. · Change Requests. We would like to have CABs that consists of individuals from
How do I get reports on my Skype for Business servers' configuration?
In the past few weeks, we've discussed how you can get reports on various aspects of your Skype for Business servers, including conferences, IMs, calls, and file transfers using Exchange Reporter Plus. In addition to these functionalities, there are other configuration settings you need to keep an eye on to ensure smooth functioning of your Skype for Business servers. Exchange Reporter Plus provides granular reports on: Skype enabled and disabled users. Archive policies and configurations. Skype
API key section missing on SDP on demand
Hello, I'm looking at the REST API documentation because I need to put and extract some data from tickets and projects. I got to the API KEY generation but found no "API KEY" section in the user manager. In theory im an administration (I can view/edit other users, for example). What am i doing wrong? Thanks in advance, Max
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?
is there a way of monitoring pcs as opposed to managing them?
I have 2 offices setup a local office this has all the pc's we re managing and a remote office which is being managed by another team, but, we need to monitor these make sure the other team is patching them etc. is this something that can be done?
Next Page