Can not print a request with full details
We have just had an ISO audit and have received a non-conformance because we are unable to print a request with all the details. All you get is a print-out of the Print Preview configuration with the first page with the scroll cursor on the right showing there is a lot more information below. We tried printing on the ServiceDesk Plus online demo and that appears to work correctly so clearly has now been fixed. When are the plans to roll this fix to the MSP edition? We are currently on 9006. P.S.
Resolve Time per incident.
Hi, I would like a report that takes the resolve time, subtracts the Created time and comes up with the time taken to resolve. resolve time - created time = 00:00:00 (days:hours:minutes) This must take business hours into account as well. Thanks,
Reporting against mutilple SLAs
Hi We have a customer who has requested a 2 tier SLA model The first SLA is to provide response within 10 mins for all request regardless of priority I think my boss has already worked with yourselves to develop a query that will show how long first response time is by measuring ticket creation time against 1st response email/manual notes Whats I am not sure about is how this query (SQL) could be amended further to filter by site (each client assocaited to a site within our MSP SD+- allows to filter
Custom Query report
ServiceDesk MSP 9.0 Build 9009 Database SQL I would like to get a custom query report with following details TableSchema: All computers WorkstationID ResourceOwnerID DeptID (for ResourceOwnerID)
Report Problem
Hi, I have problem with the reports in version 9.0 build number 9009 when i want to creat or use report this message shown to me : "error while fetching ajax response Cannot read property document of undefined " how i can solve this problem? (removing the image from Admin-> Organization Details) doesn't work. Thks
Frequently Asked Reports > Workstation by Managed Software report does not filter by Customer or Site
When running the Workstation by Managed Software report, the report always returns information for ALL accounts and ALL sites. Selecting a a specific account or site does not alter the contents of the report. Is this intended, can the query be modified to respond to site or account selection?
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus
How to create a ServiceDesk Plus age-tier report using Analytics Plus?
How to create an all-in-one Servicedesk Plus request trend report using Analytics Plus?
Can we please add a graph to this query?
we run this query for each of our managed clients but they prefer the results in a line graph. Any chance we could have that added to this query? many thanks, Kathryn SELECT * FROM (SELECT * FROM MSAReports_WOByPriority WHERE NewPriority LIKE 'Created %' AND Account LIKE 'XXX%') as BaseQuery PIVOT (COUNT(RequestID) for JobCreated In ([01-2016],[02-2016],[03-2016],[04-2016],[05-2016],[06-2016],[07-2016],[08-2016],[09-2016],[10-2016],[11-2016],[12-2016])) as TotalPerMonth UNION SELECT * FROM (SELECT
Logged technician as parameter for reports
Is there a way to run query using current logged technician as a parameter, to have displayed only his related data ?
Report of contracts to expire in the next 90 days
Currently I have this report for my postgres db but it only give me contracts expiring this quarter. I need the same report but for the next 90 days. Thanks. SELECT ad.ORG_NAME "Account", CUSTOMCONTRACTID "# Contrato", cst.STATUSNAME "Estado",longtodate(mcdt.FROMDATE) "From Date",longtodate(mcdt.TODATE) "To Date" FROM MaintenanceContract mcdt inner JOIN Contract_Fields cadf ON mcdt.CONTRACTID=cadf.CONTRACTID inner JOIN VendorDefinition vdn ON mcdt.MAINTENANCEVENDOR=vdn.VENDORID inner JOIN SDOrganization
Custom Query report based on time spent by technician
Hello Team One of our customers is requesting a query report based on time spent by technician including the next fields: RequestID, Account, Technician, Time Spent By Technician , Resolved Time ASM
Build 9004 - Changes - Scheduled changes label is incorrect e.g. assdp.days.sat, sdp.month.apr 16
We are running the latest build of ServiceDesk Plus MSP (9004) and under changes the Scheduled changes label is not displayed correctly e.g. "assdp.days.sat, sdp.month.apr 16"
Project Time Tracking Report by Technician Per Task
I am creating the following query report to run weekly that will pull in that weeks' hours & minutes reported in the Project > Task work log. This was working until a technician had multiple entries in a week for one task. The error returned at that point was: "org.postgresql.util.PSQLException: ERROR: more than one row returned by a subquery used as an expression at ..." followed by a whole lot of random text. I'm sure its the sub-query performing the SUM(ct.TIMESPENT) for Task Hours and the ROUND(((ct.TIMESPENT) for
Report for number of times software is used and when last used
We have just installed servicedesk plus. I am wanting to report on software installed per machine and number of times it has been used and when it was last used. Is this possible and if so how/what is the query?
Report time spent in each status
Good Night, I need a help at the time a report is generated in ServiceDesk Plus MSP. Every month a report is generated which is recorded which was the time that the incident was in the status monitoring. We know that the incident may go through several status, all these have a time limit status of care, and this limit can not be exceeded if it happens to exceed this deadline that is informed by a sign or e-mail. Sincerely, Peter
Error when run this query (from the SDPMSP KB)
Hi, I am trying to run this query, but give me an SQL Exception: Incorrect Syntax error message http://kbase.servicedeskplusmsp.com/query-reports/reports/query-report-to-show-all-accounts-sites-and-their-associated-support-groups-and-the-members-of-those-support-groups.html select acd.org_name “account”, sdo.name “site”, qd.queuename “Support Group”, aau.first_name “Technician” from queuedefinition qd left join queue_technician qt ON qt.queueid=qd.queueid left join helpdeskcrew hdc ON hdc.technicianid=qt.technicianid
Bill cannot be generated between two contracts
Hi everybody! I don't know why I receive this email every day. What can I do to stop receiving it? Thankyou. Contract Bill is generated for Cloud Center Andalucía , Billing Date: 06-23-2015 00:00 Bill Details for your Cloud Center Andalucía - Plan de servicio predeterminado as follows : Bill cannot be generated between two contracts Generated by System on : Jun 23, 2015 12:00 AM
[SDP MSP 8316] Query Change Report to include problems and incidents associated
Hello ME Team, I need a litle help to draw a query report that will include the following columns: plus the incident and problems associated or linked in the CHG. Can you please help me? Thank you very much. MIGUEL LAMPREIA
How can I run a report on just open incident tickets
How can I run a report on just open incident tickets, I am wanting this by technician to send out monthly reminders on any open tickets.
Rich text editor
I sometimes use notes to store portion of websites I come across. One big problem is not being able to edit HTML in the editor. Another is the different appearance in the editor window (OK) and the stored note (a mess). Lines get shortened, linefeeds added. It is really painful. My workaround is to paste HTML in Firefox Inspector while in edit mode. Without this workaround the following page was "mission impossible". Take some text and try copy&paste on this (http://www.bayerische-staatszeitung.de/staatszeitung/politik/detailansicht-politik/artikel/transparenz-gibts-nur-in-den-kommunen.html).
Reporting Requirement
Hi, Is it possible to run a report selecting certain times of the day where tickets are raised. For example I want to report on tickets raised between 17:30GMT and 22:00GMT? Thanks, Tracy
Average time to response - considering servicetime, weekends, etc.
Hello, we need to report the average response time for our tickets. I already calculated the difference between "RESPONDEDTIME" and "CREATEDTIME", but that doesn't work as needed. For example: Our service times are 9am to 5pm. If a ticket is created at 6pm and first response to that was the next day at 10am, the responsetime should be "1 hour". Can you provide a query to solve this? The logic should be nearly the same as the one you use for calculating the field "FR_DUETIME" in the workorder table.
Show zero items in report
Hi, I have one customized report showing all requisitions created in a period of time grouping by technicians..But it is not showing the technicians with zero requisition in that time.. I want to show all technicians available in filter even if they have zero values. Can you help me?
Can't delete custom report
Hi, I'm the administrator user whose managing Service Desk Plus - MSP - in my company. One of our managers created a custom report, but he doesn't need it any more.. and I want to delete it but I can't.. Could you help me on this..? Thanks.
Project Queries
Project - task report select tdet.taskid , tdet.title as TITLE, pdet.title as PROJECT, tec.first_name as TECHNICIAN, from_unixtime(ct.ts_starttime/1000) as STARTTIME,from_unixtime(ct.ts_endtime/1000) as ENDTIME, round(ct.timespent/(60*60*1000))::text|| 'hrs' || round(ct.timespent/(60*1000)`)::text || 'mins' as TIMESPENT, ct.total_charge as TOTALCHARGE from projectdetails pdet left join tasktoprojects tap on pdet.projectid=tap.projectid inner join tasktocharge tac on tap.taskid=tac.taskid left join
Pulldown Options for Category in multiple 'Edit Request'
(Requests>>Actions>>Edit Request) The category list is only populated with those categories that are attached to all accounts by checkbox, which makes sense unless site is not "Leave it as it is". Then actually I would expect the same behaviour as with technician, where the list is adjusted to site/account. There is also another problem: It is not possible to associate a category to all accounts by checkbox once a specific association has been saved. This is only possible when defining a new category.
Quarterly report not working
Hello, We have set up a quarterly scheduled report by choosing 'monthly report' and deselecting the months we don't need. However, this is not working. For example, we have deselected the month December, but today (December 1st) the scheduled report was generated. Could this be a bug? Thanks in advance.
report on all technicians across all modules
Folks, Just looking for a report that shows all pending requests/open tasks/changes/problems/milestones/tasks per technician. We would like the report to show under each technician: Module (is it a request/project/problem/change) / ID number / account/ priority/ status / subject/ last updated/ due by date We are using 8.3 build 8309 on mssql Right now we run separate reports for all technicians which makes it a difficult to cross reference where everyone is at. Many thanks, Kathryn
More Options to Extract on Reports
Hi Firends, In my company, I have to extract any reports from our MSP to our board of directors. I have some difficulties to extract some reports because don't have some options that I can generate. Then, I always have to export reports and make changes manually. Plese, if already exists this options, help-me to find them. If no exists, please, consider create the following reports: - Techinician Timeline like in SDP 9 - Elapsed time for each status inside an incident - Date/time for the violated
Pending Request Age by Group not Working
Hi Pending Request Age by Group not Working, please find the below given query. Manage Engine Servicedesk MSP Standard Your Version : 8.3 Build 8309 Database : postgres Query SELECT QUEUEDEFINITION.QUEUENAME,COUNT(WORKORDER.WORKORDERID) 'Total Pending Count',COUNT(CASE WHEN DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-01-1970 00:00:00'), getDate()) <= 2 THEN 1 ELSE NULL END) '0 - 2 Days',COUNT(CASE when DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-01-1970 00:00:00'), getDate())
MSP migrating to SDP
Hello everyone ,
I have seen on the website of manageengine there is an option to migrate from the SDP version to version MSP . Does anyone know if you can do the reverse migration? MSP migrating to SDP https://www.manageengine.com/products/service-desk-msp/migration-tool.html Thank's.
A KB or Knowledge Solution usage report?
Is there a way to create or run a report to show usage of the KB or Knowledge Solutions?
ProjectManager module: info on roles
Hi, seems I'm not able to find the difference between PM roles in admin guide. Can you please share a document or at least clarify ? Best regards, Simone
Is it possible to change the search for solutions for the search of request's description ?
Thanks for your help
Report for last week
Hopefully an easy one for someone out there: I just need this script to return tickets for the previous week or sat-sun prior SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", scd.NAME "Subcategory", wo.TITLE "Subject", ApprovalDetails.EMAIL "Approver Email", LONGTODATE(ApprovalStage.SENT_DATE) "Approval Sent date", LONGTODATE(ApprovalDetails.ACTION_DATE) "Approved Date", ApprovalStatusDefinition.STATUSNAME "Approval Status", ApprovalDetails.COMMENTS "Comments"
Query of Requester View Permission
Is there a way I can run a Query Report to show Requesters "Allowed to View" rights and/or whether they are an Account Manager?
MSP Report
Can someone help me come up with a report that will be able to tell me how long a request has been overdue? I have configured the report but i want an additional column with the information. It should be able to give the data in the following manner: 1. For the completed requests: Completed Time - DueBy Time 2. For the Pending requests: Current Time - DueBy Time The system will perform these small calculations and list the output in the additional column. The MSP details are given below:
Time Spent report
I need a time spent report that is filtered for a specific department. I need the time summed up for each account. Something like the following. I only want the report to gather time for the client services department. The report should show the total time for each account.
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