Since upgrading to 9303, users are getting '... this request does not fall under your permitted scope, so you are not authorized to view this request.'
Since we upgraded our ServiceDesk MSP to 9303 users occasionally get 'Request added successfully with RequestID:xxx. But, this request does not fall under your permitted scope, so you are not authorized to view this request.' when they try and open certain already open tickets. This is happening for all users including Admin's. If you leave it for a while and then try again a bit later it suddenly allows you to open the same incident. This is causing us an issue when it happens as our technicians
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Department Reports
Hi ManageEngine I was hoping to have assistance with a couple reports. I have an account that has requested a report with the following rows: Department Time Spent Time Spent Tech Charge Can a query be created that reports on the total amount of Time Spent and Time Spent Tech Charge into one entry per Department per month? At this point it will be generated on the first of each month for the previous month. Currently it creates an entry per worklog, we require the total Time Spent and Time
Account Report with service plan assigned
Hi team Could you help me to generate a report for all accounts with service plan assigned (start date, expire date, # request or # hours assigned and # request or # hours remaining)? Awaiting your comments. Regards Jaime Martinez IDRIC
Editing worklog of a change
Hey Guys, We upgrade last week to Your Version : 9.2 Build 9210 Since then we unable to edit our worklog of a change. It returns a blank screen. Please assist. Regards
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
Feedback survey
We would like to be able to respond more rapidly to feedback from end of call customer surveys. Send a copy of the feedback to the technician that handled the call Escalate the feedback to a service manager, account manager where appropriate Have an overall weekly report that can represent a KPI for each technician over a period of time Any ideas
Do you know your incoming request velocity?
If there was an award for the most common help desk related questions asked, it would go to one of these- "Hey man, how many requests do we usually get on a daily basis?" "The helpdesk guys look very busy. Are we getting a lot of requests lately?" "There are so many unpicked requests in the queue. Do we need more people?" Ironically, this is the most probable answer you would get to all these questions - "Umm... I don't know.. I think so.. Let me find out" I can help you give a concrete answer using Analytics
How can analytics help you with continuous service improvement?
Continual service improvement (CSI) is at the crux of IT service management. CSI aims to continually improve the efficiency and the effectiveness of services, and processes. Broken down in simple English, CSI is comparing your current efficiency levels with your past performance and making sure you see an improvement. How can Analytics Plus help you do that? Let's say you want to find out areas that your technicians lack expertise. No matter how good your technicians are trained, there are going
Work Log Detail Report
I was needing to see if there is any way to search for a keyword or a specific number/word that is located in the Work Log Detail. I will only need to have the ability to find a specified keyword and the request ID
Full Hardware Report TABULAR
Hi how can I build my report with all the hardware details like Drives,CPU,Memory,Name OS but that will be set to a table like this computer name / CPU / Drivers ..... thanks TK
Update Url survey because is broken
Hi, I have a query with the url of survey BEFORE http://MYSERVER/sd/SurveyDetails.sd?surveyMode=newSurvey&surveyID=182709&userID=2104 (It´s Broken, bad.) NOW http://MYSERVER/sd/SurveyDetails.sd?surveyData=2fbb38a41e336d1f38668bf256bd122408d3be2f (It´s Works, Good) Query: SELECT w.siteid, sd.name, LONGTODATE(s1.createdtime) "fecha resultado de la encuesta",w.workorderid "Request ID", w.title, LONGTODATE(w.createdtime) "Fecha Creación de la Solicitud", aa.first_name "Requester Name", emailid "Requester
Creating a helpdesk timeline
I grew up watching this popular show, CSI: Crime Scene Investigation. I was fascinated by the entire process of solving a crime, from the time detectives first arrive on the scene of the crime, to identifying the criminal. One of the first things that detectives do in order to solve a case is, establish a timeline. A timeline of events that lead up to the crime. Establishing a timeline is so important because it helps them identify possible suspects and reasons that culminated to the crime. A timeline
Query enrichment with Notes field
Hi eveyone, I have the following query & I would like to add the "Notes" field. For each Service Request there might be more than one notes. I need to have them all exported in the final report. SELECT "rctd"."FIRST_NAME" AS "Time Spent Technician", "wof"."UDF_CHAR1" AS "Service Request Type", "wo"."WORKORDERID" AS "Request ID", "wof"."UDF_DATE1" AS "Assigned Date", "ct"."TIMESPENT" AS "Time Spent", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "wof"."UDF_CHAR8" AS "Requesters Site",
report on individual projects
Folks, I was looking for a report on a individual project that only shows the milestones that are open along with the milestone descriptions, milestone owner and scheduled start date. Then a list of all tasks under this milestone and with each task: status/description/task owner/percentage completed and last comment per task. Is that possible? We are using MSSQL and MSP Plus 9.0 Thanks, Kathryn
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
Total number of hours spent on site per customer
Hello All, I've tried to use the custom report on ManageEngine to pull a report that could show the total number of hours spent by Technicians on a client site i.e. worklog type is site visit. I would like a monthly report grouped by customer. Please can you help me with a MS SQL query this would help us know how many hours we've spent on each client's site. Thank you. Best regards, Margaret.
Calls closed within 30 minutes of logging by team
Dear All, Please is it possible to get a MS SQL script that could display the following: Technician Service Category Number of calls closed within 30 minutes of logging Thank you very much Best regards, Margaret
Calls In (daily and a weekly)
Dear All, Please do you have a MS SQL query that can display the following records: Assigned to Calls closed within SLA Calls closed outside SLA Calls still open within SLA Calls open outside SLA (backlog) Thank you. Best regards, Margaret.
report showing all incidents and requests
Hi, i am looking into the what categories, subcategories and items we actually use the most in servicedesk. Could someone help with a query to do such report. The reason is that we want to structure the Category, subcategory and items in a smart way. first thing is to see how used the existing requests are being categorised. Thanks. Best regards Thomas
Report for time spent by technician on tasks
Hi, I'd like to obtain a report on task to show the time spent by technician, and the actual hours vs estimated hours. The default report template for tasks shown below doesn't include that fields: SELECT "taskmilestone"."PROJECTID" AS "ID del proyecto", "taskdet"."TASKID" AS "ID de la tarea", "taskdet"."TITLE" AS "Título", "taskcreatedby"."FIRST_NAME" AS "Creado por", "taskowner"."FIRST_NAME" AS "Propietario", "taskdet"."PER_OF_COMPLETION" AS "Porcentaje de finalización", "taskdet"."ADDTIONAL_COST"
Specific Contract Report
Hi, I need help to generate a report of Active Contracts that's contains. Account - Contract Name - Support Details Tks for any help. Leonardo Nacarati
Why average values of help desk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem. Does that mean that ALL your technicians come up with a resolution in 5 hours? Not really. Let's consider a 2 person helpdesk team with Adam and John as the helpdesk technicians. Scenario 1- Adam resolves all requests within 4 hours (4 hour resolution
SDP MSP ios app.
The ios app is very buggy. It resets all the time and 9/10 times when you try to read a notification it gets stuck. Also when you get a new notification it does not allert you any more. The notification worked once or twice in the begging and stoped notifying when you have the phone/tablet screen locked. Please fix this.
SD+ MSP SQL Query Report - Average Response Time by Account
Hi Guys I'm looking to do specific client reports that show us how quickly we respond to tickets raised for a given time period. I've seen similar requests to this on the forums however nothing specific to accounts and not singling out individual technicians. Many thanks Your Version : 9.2 Build 9204 Latest Version : 9.2 Build 9205 [Details] Database : postgres
Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of
List Requeters by Account
Hi, Could someone help me, I need a report of Requeters, LoginName, email, site and phone, grouped by Account.
SQL QUERY REPORT(Technician Department)
I'm running this SQL below to generate a report and everything is fine except for Department as indicated below where it supposed to extract Department associated with Technicians and not Requester Department as the case at the moment with below query. My manager wants Technician department. Appreciate if you can figure out where I went wrong and advice so I can amend the script accordingly SELECT dpmt.DEPTNAME "Department", qd.QUEUENAME "Group",Year( dateadd(s,datediff(s,GETUTCDATE() ,getdate())
Additional Fields for Query Report of Requests open longer than ....
Hi We are running SDP MSP 8.3 8310 with a postgres database. I have borrowed this query report from another thread that I found here, but would like to add additional fields and a sort order. I have tried doing it myself but it keeps failing! SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status", wo.TITLE "Subject", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wos.LAST_TECH_UPDATE) "Last Updated Time", (case when ((date(current_date) - date(to_timestamp(wo.CREATEDTIME/1000)))
Report Usage Error
Hi Does anyone else get this report usage error when trying to run a report? (sorry,unable to execute the report, as a report generation for this login already running) SDP-MSP support has tried a few things goes away and then recreate the issue. Impacts my Account only. which means i'm unable to run reports. V:9202
Converting timestamps in report to list requests due tomorrow
Hi! I'm trying to get a report of requests due tomorrow. I want to edit my existing due today report, pull the query and change the time filtering from (longtodate(wo.DUEBYTIME) <= 1486*********) to >TODAY+1day and < TODAY+2days (aka tomorrow). This would be a great report to send to the teams and dueby today is handled by the incident manager. Spent quite some time but can't get the dates to work, I don't want to edit the report each day and change the 13digit timestamp myself. Any ideas? :) Regards,
SDP MSP - Problem to export reports to XLS
Hi, We have a problem to export reports to Excel. Always that I need to export a report that time range is more than four or more months, the reports was created with differents values. For example, I generated a report that time range is 01/01/2016 to 21/12/2016, and result is "2305" requests: When I'll export to XLS, this values appars wrong: As you can see, results are different to the same reports. I attached the support file and three example reports to analise results: File Download Link
reports in MSP
Hello, I have two MSP accounts that belongs different customer and want to hide some reports from them , customize report page for their admin. If is it possible how can i do that. Regards, Ertan
SQL Query List Open Incidents for all Techs
Trying tog et a query to count how many tickets each tech has open. Can anyone assist with this?
MSP mobile app doesn't work with custom Ticket-lists
Hello Support-team, we tried the MSP app today (both android and ios) and we noticed that the custom filters do not work properly. I made a Filter to show me all of my non-closed tickets and those tickets which are not assigned to any technican. The Filter shows me only those tickets which are not assigned. In The Browser-version of MSP the Filter works fine. I hope you can help us fix this problem. Thanks & regards Jason Kehl
how to make the bill of work
Good afternoon! I ask to help, someone can met! Whether in the service desk plus msp version it is possible to make the statement of works or the report in which it is possible to insert a HTML form, and in the necessary fields to insert variables that data undertook from service of a desk? In the SupportCenter Plus version it could be made!
Query Required to get CPU/RAM/Disk stats from CMDB
Hi All, Hope you are all doing great. We are urgently in need of a query that can pull out following information from CMDB in Manage Engine Service Desk Plus MSP. We would need atleast following information about the Servers in CMDB along with Hard Disk stats which we are unable to capture from CMDB report in MSP Build 9.4 Any help in this regard is highly appreciated. Please be informed we need CI Name, Site, Manufacturer, OS, total Memory, Total Number of CPU, Hard Disk atleast initially. Also
Themes - "Save and Copy"
It looks like the 'Save and Copy' button when setting custom themes was removed from 9.2, however the tooltip still remains: "Create your own theme and customize the colors To associate the selected theme for multiple accounts, please click 'Save and Copy'."
Idle Call Report
Hi All, I have been trying to find a way to create a query report to report on calls that have not been updated in X amount of days for a single technician I found this old post below, however It did not give me the answer I was looking for. most of the reports crashed. https://forums.manageengine.com/topic/report-using-last-update-date I was trying to do this through the standard report function however it was showing all work logs older than a certain date on specific tickets, Looking for something
Incident request problem
A SD ticket generated by requesting approval for software install via SSP in Desktop Central is not populating all fields. When the same user will send email directly to SD all necessary fields are populated. See both attached files: via_email and via_ssp
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