Time spent reporting in all module
Hi, In the below query, It´s possible to change the column "Time Spent Created time" by "Time Spent Starttime"? It´s possible add new columns as "Account" and "Time Spent Description" ? , and finally it´s possible to obtain the total amount of "Time Spent" for each technician? Thanks in advance SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved
Putting a request on hold under the resolution tab now requires a resolution
We used to be able to put a request on hold under the resolution tab, without a resolution. After updating to 9.3 Build 9307, the system requires a resolution even though we're just putting the request on hold. Is this by design now or a bug? Thanks, Tammy
Cant login after migration from Windows to Linux
Hello. Version is 8309. I did trimmed backup on Windows, restored in in Centos 7. It worked, but i cant login under any credentials. I also tried this (command line returned "UPDATE 1" - but it didnt help: select al.login_id"Login ID",au.first_name"Name",al.name"Login Name" from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left
Time spent reporting in all modules
Hi, In the below query, the time spent obtained is in decimal format. It´s possible to change it so that it appears in HH: MM: SS format? SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600 "Time Spent",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (MAX(ct.CREATEDTIME)/1000),'1970-01-01 00:00:00') "Time Spent Created Time", rctd.FIRST_NAME
Add common field on Service Request "Requester View"
Hi all, I have created a common field that I can use in both Incident templates and service templates. I have place this field on the Form Designer page of a Service Request, and I have set that field as "Requester can set" and "Requester can view". When I open the template as a technician, it works prefectly and I see the field and I can populate it. But when I login as a requester, I don't see the field. So I went back in editing a template (Incident template and/or Service Template) and I went
Sharing: Adding Google Fonts and Font Awesome on your Service Catalog Request Template
- use on form load Field and Form Rule: Google Fonts: var gf_link = document.createElement('link'); jQuery(gf_link).attr('href','https://fonts.googleapis.com/css?family=Work Sans'); jQuery(gf_link).attr('rel','stylesheet'); jQuery('head').append(gf_link); Font Awesome: var fa_script = document.createElement('link'); jQuery(fa_script).attr('href','https://use.fontawesome.com/releases/v5.0.6/css/all.css'); jQuery(fa_script).attr('rel','stylesheet'); jQuery('head').append(fa_script); from here you should
Export Technician List to .csv, .xls or .xlsx
I am currently viewing the Technician List as Admin and filtered the table by Project Admin role. Is there a way to export the list to any spreadsheet file format without doing a query report? Similar to this Service-Now feature: https://docs.servicenow.com/bundle/istanbul-performance-analytics-and-reporting/page/use/reporting/task/t_ExportAListReportToExcel.html
How to autosort incoming requests to our techs?
HI, We need to sort incoming requests to our techs automaticaly by filtering some words in theme of a request. How can it be created? Didnt find anything in parameters. There are some triggers - but they are empty, only triggers but there is no any actions what to to by that triggers. Seems like someone has begun to do that and didnot finish it.
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
Bulk update of technician's project role to Project Admin
Is there a way to do a bulk update of 40 technicians project role to "Project Admin"?
How can i get Approved Request List
Hi we have to view or take report of requests approved by the user (a specific user). Eg if User A register a Request and Technician send an approval to User B, user B will get the approval mail once User B approved then he is not able to view the request. How can User B view the request approved by HIM. Thanks Anoop PS Mob - 9995822232
Home - My View
Hi, Is there a way to customize the Home > My View interface? The current one shows Requests Overdue, Requests Due Today.... Can this be customized?
Task - Customization
Hi, Is it possible that I do customization on the Task layout: remove some fields like Group, Estimated Effort...
Last update time greater or equal to 3 days
We got a report which shows all request that havent been updated during the last three days. If we want to schedule this we need to change date manually every time. What would a query look like if I always want the report to check for requests that havent been updated the last 3 days.
Where did ticket breach SLA?
Hi, I am looking for a report which shows how many SLA each Support group breached, not how many breached SLA each Support group own. To my understanding this should be possible in ServideDesk Plus 9 MSP. We have previously used this query SELECT qd.QUEUENAME "Group", count(wo.WORKORDERID) "Total Request", count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='1') THEN 1 ELSE NULL END) "SLA violated", count(case when (std.ISPENDING='0'
On Projects module associate activities to group of users
We need to assign one activity to two requester for example. Is it possible?
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
Hiding Accounts
Hi, We have accounts for clients that have already terminated their contracts. I want to hide those accounts from appearing to the technicians without deleting the accounts. Is there any way to do this?
General report on requests , changes and problems
I need to report query to generate per ticket by engineer for request, problems and changes.The table must contain ticket id, problem id, changes id,ticket subject,priority, requester, status, time spent engineer and total time spent and other. I can generate this report but only for request. I need to put in this report work log problems and changes. Can you help me to create this report query? Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server service desk Ubuntu 12.04.3 LTS
ServiceDesk Plus MSP - version 9.3 - Build - 9306 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9306 Please refer the Migration path table available here and upgrade to our latest build 9306 What's new in ServiceDesk Plus - MSP 9306 ? Enhancements : SDPMSP-10869: Easier value selection component introduced for all fields in Change request. SDPMSP-10986: All must approve option, introduced for incident request under the Approval Configurations, can be used to mandate. SDPMSP-11206: Option to add attachments in the resolution
Move Custom field to Common Fields
Is there any way to move a custom field created under a Service Category to Common Fields? Thank you.
Vulnerability on Build 9302
I opened a ticket last Thursday ( #4506253) regarding an alert that we received stating there were vulnerabilities with build 9302. I have no heard back on the ticket so thought I'd try posting the question here instead. We are running 9.2 Build 9210 and not sure if the vulnerability affects us? We do not have the Discovery module turned on. Thanks, Tammy
LDAP Question- Syncing to site
Hi There, As I understand it the Site for a contact is synced via the Office attribute in the Users account. Is there a way to change this?
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
What function can I use on the field and form rules to set a date on description field if I add x business days to current date?
I need to add a date information on the ticket description field. This date is calculated by adding x days to the current date. We have set Holidays on SDP and we want to include that in the calculation of dates. Is there an SDP function available that allows me to calculate dates and use the holidays data we currently have on SDP? Example: Current Date = 2/4/2018 (Monday) Add 10 calendar days to current date = 2/14/2018 (Wednesday) Add 10 business days to current date = 2/16/2018 (Friday) Add 10
MSPs?
Does anyone have experience using the NCM product in an MSP environment with 1000s of devices across numerous clients? If so, how easy/difficult to deploy and how reliable? Thanks!
How to get email of technician's manager using Python
I am writing a python script to automatically add list of approvals to service request, when custom menu is clicked. One of the required approvals is technician's manager ("Reporting To" person). Is there a way to get an email of technician's manager using Python? Thanks for your help
MSP metric #3: Track revenue distribution for sustained profitability
While the obvious objective for a managed service provider (MSP) is to provide outstanding infrastructure maintenance services to its customers, it's also imperative to ensure sustained profitability because it would be impossible for an MSP to remain in business without earning a profit. To ensure continued growth and profit, an MSP is required to closely monitor a few key metrics or KPIs, one of them being revenue distribution. Revenue distribution is a measure of how the total revenue is split
Site is not appear in requester list when import from active directory office field
Please help me how to get the site in the requester when import from active directory
Email Notification issue -Containing 2 HTTPS
When ever I raise a ticket, I am getting email notification with the ticketing tool url in the body of the mail . But I am get a wrong url which contains 2https .PFB for details : ==================================== ---------- Forwarded message ---------- From: "email id " test email id > Date: 19 Jan 2018 10:54 am Subject: New request created with ID: ##53777## from Test ticket to check the URL issue To: XXX> Cc: A new request with request id 53777 has been created by Test ticket to check the URL
MSP metrics #2: Gross group revenue
As a managed services provider, calculating gross revenue for each service group is crucial to asses the overall profitability of your business. This metric lets you look at how incoming revenue is split among different service groups, and also helps you assess service groups by their contribution to your overall revenue. To create the report using Analytics Plus, fill the fields as shown below: X-axis: Group (Actual) - from Request table Y-axis: Total charge (Sum -> % of total) - from Worklog
MSP Requester vs Requester
Hi all, What is the difference between the MSP Requester and Requester MSP Requester - is internal team requester Requester - requester of the outside company ? Thanks
Service Catalog - User Criteria
Is there a way to limit access to a Request Catalog by Department or Site? Similar to Service-Now's User Criteria: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/build/service-portal/task/create-user-criteria-record.html
Migrate TrackIt database to MSP
Is there a way to migrate Trackit's mssql database to MSP? We would like to migrate all tickets, po and products if possible.
MSP metric #1: Customer effective rate - A key profitability metric you should be tracking
As a managed service provider, you probably track many key metrics to calculate account profitability, SLA compliance, resource utilization, product margin, net operating income, and more. While the use for some of these metrics depend largely on the size of your operation and your clientele, here's an interesting KPI that can give you insight into dollars-made-per-hour. Customer effective rate (CER): It is a measure of how your customers are effectively using the engineer's time against what
strange situation after update
Hello, After updating from SDP 9.2 9006 to 9.2 9007 ( I applied 9.2. 9009 too ) , technicians are not be able to list the specific tickets assigned to them, but they can only see it once the SDSadmin role has been assigned to them I did a brief research and I have determined that Tcikets have the following common characteristics * has not a site * Ticket mode is e-mail * Firt support request of the requester, Kindly request your help for this situation. regards, Ertan
Business Rule for Site or Account
Dir Sir/ Madam, I follow the guide from this link. https://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/helpdesk/msp-configuring-business-rules.html To setup business Rule for Site. But in my version install don't have Site in Criteria Your Version : 9.3 Build 9305 Latest Version : 9.3 Build 9305 [Details] Database : mssql Please see attachment for more detail and find out help . Thanks Henry
Assign Account Manager - SDP MSP and add account manager as approver
Is there a way to assign an MSP requester as account manager then add the account manager as approver in a service catalog?
Out of Hours Worklogs
Worklog does not split out out of hours versus business hours
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