Survey Feedback in a report
With ServiceDesk on prem we were able to include requestor survey feedback in a report I do not see where that can be done with ServiceDesk Cloud. Is this possible? If so can someone point me in the right direction?
No Login Methods Supported using Zentyal mail server
We are working with Service Desk Plus on Cloud using Zentyal email address but the incoming server did not connect. We tried change the Email type port to IMAP/IMAP TLS but always appears the message: "No Login Methods Supported". May you have some information
Query Reports
Why can't I edit any of the Query Reports in SD+ Cloud? We'd like to have a copy of the Requests by Latest Notes report for only a subset of categories but can't edit even a copy of a Query Report.
Reports and Public Views for Requesters?
Is it possible to give Requesters access to the Reports module in Service Desk Plus for cloud? If so, how do you do that? I have also created some Public Views that are showing up for Technicians but not Requesters. Is there a way to create additional
Average Closure Time by Category
I have been trying to get a custom report to work with Average Closure Time by Category as a tabular report and while this sounds simple i can't get it to croup by category. I get one line for each request in the filter criteria. Any suggestions or a
After hours and weekends ticket report
Hello, I need to create a report that shows the tickets that were created after operational hours (08-18) Monday thru Friday and anything over the weekend. The report needs the following items. Request ID Created Time Requester Category Subject Urgency Impact Technician Request Status Completed Time We are using Service Desk on Demand and Zoho Reports. Thanks Colby
Looking for customized Project Report to show task status (ovedue, closed last week, due this week) for project where I am the owner
My boss is requesting I provide weekly project reports and I was looking to get a custom report for projects where I am the owner that shows overdue tasks, tasks closed the previous week and tasks due this week I would like to see the following: Project
exporting list of administrators
i'm trying to export the complete list of administrators from my servicedesk user list but can't find the proper query or field...does anyone have a suggestion? the user export cannot be edited by adding columns, so i can't use that apparently...
Updated By
Hi Is there any way of reporting who first updated a request after it was created? I can see it in the history of the request but I need to be able to report on it. Thanks in advance.
Custom Query Report on SDP Cloud
Hi all, I'm doing a POC for a customer and it's the firts time we try SDP Cloud. Let me say that the new UI it's amazing, it's the main missing thing from the SDP OnPremise VS competitors, so nice catch! But, apart of one bug with form rules (for what I have opened a ticket), I'm missing the feature to create custom report by query. For example, my customer need the same report as this thread https://pitstop.manageengine.com/portal/community/topic/timespent-report-requests-project-and-changes how
Error with Mail Fetching
Currently getting this error message with the mail fetcher: Error while connecting to mail store: javax.mail.MessagingException: connect timed out; nested exception is: java.net.SocketTimeoutException: connect timed out I am not seeing anything on the smtp server that would timeout the request.
Time Spent reports for Requests and Tasks
the time spent eports just retriving the WorkLogs assotiated with Requests only, please advise how to generate a report gives all workLogs assotiated with Requests and Tasks, with following fields. 1- Request/Task ID 2- Request/Task Type 3- Subject 4- Request/Task Status 5- Technician 6- Excuted Time 7- Time Spent 8- Work Log Description 9- Priority 10- Request Category
Report on Past 12 Months
I am using Service Desk Plus Cloud. Is there a way to report on received requests over the past 12 months. I was hoping to set it up as a scheduled report to be emailed to certain people within the organisation. I know I can look at this year and create a line graph as part of the report but would love to know if there is a way of reporting on the last 12 months.
Looking for a way to export a list of request (with details: id, technician etc.) based on category
I'm using servicedesk in cloud: is it possible to do that?
Reports on Solutions
How to generate a report based on the users that have liked/dislike a solution.
Notification Template edit
Why when you extend the window for editing, the fields dont follow..?
Email Command - Not Working
So I have been working for several weeks on trying to get Email Commands to actually work and parse emails. After several attempts by support over the phone it was determined that I was able to get it to work only with an outside email account. My company uses a hybrid setup for Exchange 365, some clients are cloud based and some are not. Our retail stores in this case are not cloud based. When I attempt to edit a request with the same exact command from a gmail account I have added as a tech for
SDPondemand very slow
Are we having a problem with servicedesk at the moment? it is quite slow at the moment
Survey Report queries
Hi Can someone please provide me the answer to questions below in survey report for SDPonDemand? 1. On setup scoring -- why does No answer = 3 and Yes answer was 2? My satisfaction levels indicated Level 1 for No while Level 2 for Yes 2. What's the basis of rating? How come there's lower than 100% when I only have 1 question in the survey? 3. How can customer's feedback reflect in survey results? Thanks much Lady
Problem with characters in subject
Hi, We're trying to integrate SDP with our customer helpdesk system. Their system need to receieve the e-mails with ID between characters >> <<, for example: Res: request reply >>43294<< My problem is that when I reply a request from SDP with >> and << in subject, the e-mail is sent without subject, even when checking in a regular e-mail client. I sent an email with this subject: "Re: [Request ID :##45989##] - [0800net] Notificação de abertura do chamado >>5292135<< Teste" In my mailbox, the subject
Dashboard report
This may have been already asked, but I need to be able to recreate the Helpdesk Dashboard but be able to add more information to it. I have been asked to add a date range and number of closed tickets to teh dashboard. I need to have Technician, open tickets, on hold tickets, overdue tickets, closed tickets, and Sunday to Sunday date range with the option to change.
What is Overdue Status condition?
Dear All, I would like to know what's overdue status condition please see below example. Ticket already closed but we need to change/update dueby time as actual plan and this task not delay, but overdue status still show not change (overdue status=true). from this example: Created Time : 09/01/2017 08:47:26 Responded Date: 09/01/2017 09:16:00 Dueby Time: 19/01/2017 17:30:00 Completed Time: 16/01/2017 11:13:45 Assigned Time: 09/01/2017 09:13:29 Overdue Status: true Resolved Time: 13/01/2017 10:23:14
Collect Reports oldest
I am trying to extract a cost report per client from a period of 1 years ago, but no information is shown. Is there a way to collect the oldest information? I have been using ManageEngine for about 2 years
Customer disatisfaction report
Hello All, I am trying to create a customer disatisfaction report that show only customer surveys that are less them stellar, but everytime I configure the report I get duplicate entries. Has anyone set one of these up before and if you have how did you get rid of the same line showing over and over again. Thanks Colby
Project Time Sheet or Work Log Reporting - Service Desk On Demand
Our team started logging work hours in the project module in relation to various tasks. I can see a summary of those hours in the Time Sheet option however I can't seem to create a custom report that pulls the project work log details? Is this not an option to report again the project time? Thanks, Erick Grimmer
Missing fields in Reports
I'm trying to run some basic reports on the requests module in ondemand SDP. I can't seem to find fields such as 'Description'? I note this field is available in on-premise as "Description". Likewise in the tasks module I can't find a 'Description' field. Is there a reason for its absence, or is this a bug? Regards, Craig
Query Reports in OnDemand Service Desk Plus
I worked on an Enterprise edition that was on premise of Service Desk Plus and had full access to create query reports for specific items like number of closed tickets by technician with these headings: Request ID Priority Created Time DueBy Time Responded Date Resolved Time Request Mode Group FCR And another query report to show number of solutions created the previous month by technician and the headings were: Solutionid Topic Subject Contents Views Created By Created Time Last Modified By Last
ServiceDesk Plus On-Demand: How to execute an archived requests report?
Hi, We need to execute a report of the archived requests but there is no option for it. Do we need your help to create this by a query report? Thanks in advance. Gerardo Varillas Ingeniería Dric.
Reports - can the system reports be locked so they cannot be changed by anyone other than an admin?
We have several users with access to Reports and they inadvertently change the canned/system reports. Is there a way to actually lock those reports so the users/technicians cannot change them and are forced to save them with a different name? I know it is a training issue but it is very easy to think you're modifying a report that you've renamed but you're actually modifying the base report. I see a lock icon next to them which shows them as Public but not sure how to make them Private, if even
Report on tickets not updated
Hi, I have been looking within Zoho reports for a report that reports on tickets that have not been updated in x amount of time. This would be a useful report as to ensure that tickets are not sat with no action being taken on them. Does this functionality exist within Zoho reports? Thanks, Connor
Lost mail content in new Ticket which created by send mail to SD
Dear Team, Some new created tickets lost mail details (content or sometime attached file) when forward mail to SD (for creating new ticket) Would you please help. Best Regards, Tat Glinsorn
Cost Field Does Not Allow Decimal Point
Hello, I added the Cost field to a Service Request template but it does not allow any number with a decimal point. Please fix. Screenshot attached.
Scheduled Report - Advanced Filter
Hello all, I wish to create a scheduled report that fires every month that show calls that have not been actioned after 3 months. Currently I have: This wont work, as the date value is static but is there away to add a formula to the Last Updated Time value? I hope someone can help or suggest an alternative? Thanks for your time all. Chris :)
Custom Reports
Hi team, There is a way a to obtain this reports in ondemand environment? Ticket link to problem in status closed. select c.WORKORDERID "Ticket" ,f.STATUSNAME "Status Ticket" , LONGTODATE (d.CREATEDTIME) "FechaAlta Ticket", h.FIRST_NAME "Tecnico Asignado" , a.PROBLEMID "ID Problema Ligado" ,a.TITLE "Titulo Problema",b.STATUSNAME "Status Problema", LONGTODATE (a.CLOSEDTIME) "Fecha de cierre Problema" ,wof.UDF_CHAR22 "Tecnico Reponsable" from Problem a inner join StatusDefinition b on
Query report based on "On Hold Reason/Comments"
Hello SDP Team Can you help me with a query report to obtain all the comments from all request when that were changed to "On Hold" status. Thanks in advance Regards
Report - Time Taken to Resolve
Hi there. I'm trying to create a report that provides counts of tickets resolved within "bands" of time. Eg. Count of requests resolved within 1 hour Count of requests resolved within 6 hours Count of requests resolved within 1 day Count of requests resolved within 2 days Count of requests resolved within 1 week Count of requests resolved > 1 week It's a pretty standard Help Desk report, but I can't figure out how to make it with the tools available. Can anyone tell me how to do this? Cheers, Sean
How to make report show comment wording as input while change become on hold status
Dear Sir We really like the feature input comment when technician change status become on hold or stop timer of incident. May I know that how to make the report can show that comment or have any field to select then show in the report? BR, Noppadol Bilsman
Manage License Problem
Hi I´ve just recently started with my ServiceDesk Plus - On Demand setup. Seems like a great cloud solution. I have one issue wich i can´t seem to resolve, it seems like a problem with the Product. Whenever i try to Manage my license I go to the "Subscription Manager". Within the manage license page, I choose the option i would like to purchase. Now, it doesn´t really matter what option i choose to upgrade to, I´m just left with a small Square saying "Purchase Details" with no other text or option.
predefined reports to reqester zoho account
Hi, how can I predefined reports to show to the requester on his zoho account? thank you in advance
SLA and Business rules issue
Hi Guys, I am unable to view current SLAs and Business rules. I can organize and add a new one, but I am unable to delete current rules as I can not view them. Can I have this fixed as I need to remove a rule ASAP Thanks, Aaron
Next Page