Simple Matrix with Timespent and Request Type Report
Hello, I need a the report by selecting the Simple Matrix Report with "Request Type" on the top, "Technician" on the side and Sum of "TimeSpent". Is it possible? Technican RT1 RT2 RT3 name_1 01:30 00:30 00:00 name_2 08:30 15:30 10:00 name_3 01:30 00:30 00:00 name_4 01:30 00:30 00:00 name_5 01:30 00:30 00:00 Regards, -Rodrigo EV
technician problem
hello i've a problem in the technician field, i create a technician and associate him to an account and a site then save this action. now when i go back i see that the technician is being associated to all accounts and all sites, so what can be the problem
overview
I would like to know the difference between the MSP details that contains an account and the accounts that I can create in the software, I would also like to know how will this software work if I’ve a lot of interference in my accounts example: most of my requester have contact with most of my accounts, and most of my technicians have work in most of the sites that I have, so if you please can clear things out
account site
hello I've an account with multiple sites, so how can i assign technicians for these sites while the option for the account is foe 1 site only
Survey Report Account Based
Please use the below query under report tab--> new query report SELECT wo.WORKORDERID "Request ID",ad.ORG_NAME'Account',sdo.NAME "Site",wo.TITLE "Request Title",aau.FIRST_NAME "Requester",pd.PRIORITYNAME "Priority",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",longtodate(wo.CREATEDTIME) "Request Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time",longtodate(spre.CREATEDTIME) "Survey Created Time",sqdt.QUESTION "Survey Question",sadt.ANSVALUES "Rating", (SUM(sadt.RATING)/(COUNT(sdt.SURANSID)
Notification Template does not save correctly
Hi, Whenever I configure the text and the layout for the various notification and reply templates the layout does not always stick so when an email is then sent they layout is incorrect. I can amend many times and still the layout will either revert to what it was before the change or only some of the changes will be saved. Many thanks, Matt
Request URL in email not properly formed
Hi, When SPD MSP 8003 sends out emails with a link to the request it is not showing the http or https part and hence the link does not work correctly: ://servicedesk.mycompany.co.uk/WorkOrder.do?woMode=viewWO&woID=1036 Does any one have an idea why this is as it worked correctly in 7.6? Thanks, Matt
Reporting: Requests opened today and resolved today
Hi all, Is there a way to get a report that shows me 2 simple pieces of data at the same time - the number of requests opened today, and the number of requests marked "Resolved" today (but may have been opened at any time). Obviously each is easy enough to get on its own, but I can't figure out how to get them into one report. Any help would be gratefully appreciated! Stu
MySQL Upgrade
I am looking to do some integration work with the database and the version we have looks to be the one that came bundled with the MSP package - 4.1.18 -pro-nt. Unfortunately this does not support view creation and version 5 does. I want to conduct an update but am after some clarification around this. We run the Service Desk from a virtual machine so I have cloned this and created a test one so I can run through the upgrade process without impacting the live environment. I am just after some advice
Failed Upgrade MSSQL
I have created a copy of the service desk server so I can test the migration process from MySQL to MSSQL. We are running MESD Plus - MSP which currently runs MYSQL version 4.1.18. I have installed MSSQL Express 2008 R2 on a Server 2003 virtual. This all went fine and I followed the instructions from the How do I convert the database from MYSQL to MSSQL question from the following link: http://www.manageengine.com/products/service-desk-msp/faq-general-modules.html#database1 This all appeared to go
SQL Query
Does anyone have a sample SQL query to return all the assets from Servicedesk so that we can import the information into Sharepoint?
Enable Account Combo-Box when Editing Request
According to this: http://www.manageengine.com/products/service-desk-msp/faq.html#RequestHandling6 it cannot be done. How can we enable this to be able to move a request from one account to another?
Requesters being created under MSP Requesters
Hi We recently upgraded to SD+ MSP 7.6 and have noticed some changes which we don't know how to fix. In version 7513, we had a POP mailbox which had multiple aliases pointed to it for all our accounts. client1@ company.com --> servicedesk@company.com client2@ company.com --> servicedesk@company.com client3@ company.com --> servicedesk@company.com This worked fine for us, most clients would email their specific account email address, and for those who sent an email directly to the servicedesk@company.com
Responsiveness of SD via multiple browsers
Hi, The service desk software has always been slow to respond but it seems to have got worse after an update to Build 8002 2 weeks ago. This is for users using IE, Firefox and Chrome. Types of slow response are: Opening a request ~ 8 seconds Loading a list of requesters ~ 10 seconds Refreshing the screen when selecting a different view ~ 15 seconds The Service Desk runs on the following platform: VM Win2K3 3GB RAM 2 * Intel Xeon 2.5GHz CPU Mysql DB @ 500MB I have followed some of the steps in the
Last Updated Time
In SupportCenter Plus we had the ability to sort by Last Updated Time column which is convenient for having work orders that are updated move to the top of the list for visibility. Is there a way to add this column in ServiceDesk Plus - MSP? Feature Request from 3 Years ago: https://forums.manageengine.com/topic/no-quot%3blast-updated-quot%3b-column-in-request-view A report, useful, but not what I want: http://forums.manageengine.com/topic/last-updated-time-of-the-requests Thanks, Rich
Merging Accounts, Sites, Requesters
How do I merge duplicate accounts and how do I merge duplicate sites accounts or requesters? Migrated from SupportCenter Plus to ServiceDeskPlus - MSP and this has been more work than anticipated. http://forums.manageengine.com/topic/merging-accounts http://forums.manageengine.com/topic/merging-requesters Thanks in advance, Rich
Report request
I define a field on incident template e.g : field : Satisfaction Lable : 1,2,3,4,5,6,7,8,9 I want to report base on satisfaction field to show just the numbers that are more than 3 How can i do it ? Please help me
Status Change Audit Trail
Does anyone know if and where the following information is recorded when a status is changed on a request: Request ID Status From Status To Date Changed By I know that request history is in workorderhistory and workorderhistorydiff but I need clarification on what data is actually in here. This is so that I can ensure that the timespentonreq data is accurate. Thanks in advance.
Can´t select Category Field in Firefox
Can´t select Category Field in Firefox. We was informed that this bug was fixed in recent 8 release. But wasn´t. See attached the issue. Best Regards, Obs.: This issue does not occurs in IE or Chrome. Request ID :##6654763## (obs.: I sent a reply to last E-mail about this issue, reporting that the bug was not fixed, and I received a new ticket number: ##6669915##)
Key word recognition to create a request
I am looking to implement an event management system which will auto log requests by firing emails when an alert breaches a set of pre-defined parameters. I have set up the event management alerting and had this sent over to the email address that SD MSP monitors and this creates a request, however it does not assign it to a site as I need. The email address that is gets sent from is generic so I can't add it to each site. The email subject however is the following: EXC01 | EXC01 | Moorhouse | performance
Tasks Permissions
Good day, how can i limit technicians to access their task only ? regards,
$RequestLink HTTPS
Hi all, After updating to SDP-MSP 8, the value of $RequestLink in emails sent confirming new requests has changed from "https" back to "http". I've tried updating this through the "Self-Service Portal Settings" but this has not changed it (this reports the URL should be https, but we still see http in the emails). How can I update $RequestLink in the "Notifications Rules"? Cheers Stuart
Report Errors in build 8002
Hi, When i go to run a report I now always get the following error: javax.imageio.IIOException: Error reading PNG metadata Can someone please advise? Many thanks, Matt
Business case for Chat support servicdesk
Hi , I am looking to have a business case for chat support implemented at our desk. Request inputs to frame the case Thanks, Senthil
Performance Tunnings in SDP MSP
Hello SDP MSP Team! There is any tunning suggestions to SDP MSP as exists to OpManager ( http://www.manageengine.com/network-monitoring/system-requirements.html#performance_tuning )? Version 7606 with MS-SQL. Best Regards! René Eduardo
Has the definition of a "week" changed?
Hi all, We've just upgraded to SDP-MSP 8.0. I might be wrong, but I'm sure a "week" was defined as 00:00 Monday to 23:59 Sunday before. It now appears to be Sunday to Saturday. Has this changed? And am I missing a configuration option for this? Stu
Requests won't recieve in SD
i'm working in it supporter company with 500 users;we use SDP. We have one problem in SD,when user from other site send request to sd,the requests don't show in Service Desk. We have to restart SD untill the request can be shown in sd. please help me how to solve my problem. thanx
Number of suveys sent , number of surveys received and the return rate percentage
Dear Service Desk Support Teams, Can you help me insert Requester and Technician Columm on table below ? I really need it. https://forums.manageengine.com/topic/number-of-suveys-sent-number-of-surveys-received-and-the-return-rate-percentage Thanks & Best Regards Huan Tran
Outbound mail headers
Hi all, One of our customers doesn't like the format of the "From:" field in emails from our Servicedesk (a very picky customer!). The mails are sent out with the "From:" header like: "accountname - Support" <service.desk@ourdomain.com> The customer would like us to change the "accountname - Support" part as it conflicts with his internal systems. Is this possible at all? Thanks Stuart
Technician Groups
All, Something that is concerning me and I wonder if anyone has seen this before is that I have just applied a service pack to take us to version 8.0 build 8000 from version 7.6 build 7606. Everything looks OK however on the requests, both new and legacy, the technician groups are shown as the id rather than the name which was not the case before. When logging a request you can select the group name however once saved it displays as the id from the database. Anyone seen this before and if so
Email notification based on priority
Hi, Apologies if this has been asked before but I wondered if anyone knew the answer (even if that is that it is not possible). I am looking to setup an alert so that for certain sites if a priority 1 request is logged it auto emails an internal set of users to notify them of this i.e. Service Desk Manager and associated Account Manager. Is this possible at all? Thanks,
No Technician Groups in incident on SDP-MSP 8.0
Hi, I have just upgraded to SDP-MSP version 8 and have noticed that when creating a new incident that the Group dropdown contains no groups which means i am unable to log calls as it is a mandatory feild in my setup. This was working perfectly in version 7.606, can you please advise? Many thanks, Matt
Total Time the clock has been running
Hi, Would it be possible to have a total time a request has been open minus any time the clock was stopped calculated and displayed in the request view in the yellow box (top left had corner)? It may also be worth bringing up to the top the total cost so far and the total work log time. Many thanks, Matt
ERROR message
FAILURE :Error while saving the Product details. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator I understand a hotfix was going to be released but i havnt found any information on it. Can anyone help?
Concurrent technicians
Hi, is there any way you could implement concurrent technician licensing? I am using servicedeskMSP and have to use 'generic' logins to give my technicians access. These technicians only need occasional use to work on incidents accross several different client accounts. I have 20 technician licenses and my internal support teams use the majority of these for regular day to day use, but I can't justify the expense of the extra technician licenses for infrequent use only. We also have an old version
Accounts and Categories
Hi people, I´ve defined Categories for all my accounts. All Categories are the same for all of them. However, if I tried to create a ticket using my technician profile, I have troubles to use Categories. It just appears if I choose "All accounts" in the drop-down of "Account", and I have to define the account and site in the drop-down of "Site". If I choose the account in the drop-down of "Account", no categories appear. Could you help me to solve it? Thanks in advance.
'My Reports' - mine or everybody's ?
I assumed that this folder within the reports tab, would be a place where I could store my custom reports i.e. only visible to my user id. However I have noticed that within this folder are reports from other users So is it really 'my folder' or is it available to everyone, in which case that's a misleading name?
Add Item into report below
SELECT wo.WORKORDERID "Request ID",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE ((ti.FIRST_NAME IS NOT NULL) AND (wo.DEPARTMENTID = 1)) AND wo.ISPARENT=1
retrospective on hold
I would like a function that enables a role to retrospectively mark a period of time on hold. It happens on a regular basis that my technicians do not put calls on hold when waiting for customers to provide further information etc. This means that some calls breach the SLA through no fault of ours. it would be good to be able to add a block of time where the call should have been on hold so that the time elapsed for SLA purposes is corrected. Would this be possible using the workorder history table
Task link to request
Is there a way to link a task to a request if the task was created outside of a request. Specifically ones created from the quick action menu?
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