Query Report - Change Requests Where Active Stage Assigned Role Is Specific Support Group
Hello, I need a custom query report that displays all current changes, in which the technician assigned Role associated with the current Stage of the change are only members of a specific Support Group. Display Columns: ChangeID, Change Title, Created Time, Stage, Technician currently assigned to Role of the active Stage of Change (exp: Change Stage = Implementation | Implementer Role Assigned to: "John Doe" | Display: John Doe) only for members of a specific Support Group. Version: 9.4 Build:
Request Timespent Reports - show count in 2d vertical graphs not time
How can I have a graph generated in SDP reporting with timespent against timespent technicians based on timespent create time. Every variation i configure ends up with 2 day vertical bars based on ticket count , not time. I want to be able to report on technicians on specific department and timespent against tickets.
Report for requests with no worklog entries in past 24 hours
I'm trying to build a report that provides a list of all tickets, not status 'closed', with a Time Spent End Time greater than 24 hours ago. Ideally it would be filtered by a technician's name. The required columns would be the RequestID, Requester, Account, Subject, Request Status, Category, Subcategory, Item, Created Time, Time Spent End Time, Technician When I build a report using the timespent module and report wizard I get a line for every worklog entry in the request, I just need one line per
Report Question for Time/Date on Tickets
Hello: In regards to Custom Reporting, how would I run a report for a certain time period - like March 5, 8:00 AM to March 12, 7:59 AM. I'm currently only seeing the option to report only on the dates, not the times. Thank you! HL
SQL report, last updated 3 days
Hi, I got an SQL report which have been working in the past but all of a sudden stopped working. The report should say which tickets haven't been updated during the last three days. Below is the query: SELECT "qd"."QUEUENAME" AS "Group", "wo"."WORKORDERID" AS "Request ID", "ti"."FIRST_NAME" AS "Technician", "scd"."NAME" AS "Subcategory", "wo"."TITLE" AS "Subject", LONGTODATE(wo.CREATEDTIME) AS "Created Time", LONGTODATE(wos.LAST_TECH_UPDATE) AS "Last Upd Time" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderStates"
is it possible to create a report to show time spent per technician
HI all, we are using the worklogs to log work on various service requests that we receive, is it possible to get a report that shows the time spent per ticket by each individual technician? Many thanks, Andy
History Report Request
Hi, we need a new report containing the full extraction of requests history. These are the fields that we need extracted: group by Request ID Request creation date | history action date time | Requester | Description | Technician | Status Change From | Status Change To | Status Description The fields are quite self explanatory, but basically is the complete request history extraction. We've tried some query found in the forum but they didnt work. Can you help us? Thanks in advance. Regards, Comedata
Query to have elapsed time for tasks, request and project tasks together
Hi there, I would like to have daily report with all time spent by tecnician on tasks, requests and project tasks. I can have it sepretly but no succes to combine it. Using ServiceDesk Plus MSP 9.4 build 9408 with MS SQL database.
Power BI template for SDP MSP
Hi I am looking Power BI template for SDP MSP to genreate report. Does anyone have this expereince to generate report by Power BI? thank you. Code Chang
Report Calculate Date
Hi Team!! Is there any way to create a custom report where i can calculate the time elapsed from the date a ticket is created (CREATED DATE) to the date of the current day? i´m ussing SDP build 9404 with MSSQL. Thanks.!
ServiceDesk Plus MSP - version 9.4 - Build - 9420 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9420. Please refer the Migration path table available here and upgrade to our latest build 9420. Please refer our read me from here. We have implemented a lot of Billing related and other enhancements in this release. Please try and share your feedback. Billing Enhancements : SDPMSP-7019: User can round off the worklog timespent values before bill generation. SDPMSP-11707: Ability to show subject of the ticket in the generated
Mail Server Settings Error
Hello, Anyone ever have this issue happen? Our fetching has been working fine since we launched a couple weeks ago, but yesterday around 11:30 AM (PST) we stopped getting emails coming in to open a request. Upon investigating troubleshooting options with ServiceDesk Support - when we go to save the mail settings (which have been the same since we launched and not since changed) we get the below error: Failure: Email settings save successfully. But error occured while trying to check connection with
Need a report that shows all requesters and their access
Hi I need a report that shows all requesters including what tickets they are permitted to review. This is an option called "Requester Allowed To View". Fields needed: Name Login Name Email Address Account Requester Allowed To View We are using MS SQL. Thanks
[Webinar recording] Deliver next-level customer support using advanced analytics for your service desk
Did you miss our webinar on delivering next-level customer support using advanced analytics for your service desk? Check out the recording to learn about providing satisfactory resolutions, empowering users, keeping your desk technicians happy, and more.
Problems Module
Please increase the size of the Incidents tab in the Problems module.
CAB/Request Approval
Our organization has recently moved to SD+MSP and are encountering some process issues around the segmentation of accounts. While in most organizations this makes sense, in ours it creates issues. Examples; · Employee onboarding. Employees from say account #1 may need access to resources at account #2. We would like to be able to add approvers from account #2 to the request that is under account #1. · Change Requests. We would like to have CABs that consists of individuals from
make local authentication default at login page instead of LDAP
Hi May I know how to set the local authentication as a default login on the login page. I have enabled the LDAP and the default logon is set to LDAP Authentication. I would like to set local authentication as default login. Thanks.
How to move change ticket from one account to another
Is there an option in MSP to move a change ticket from one account to another? Right now, this is available on the Requests module.
ServiceDesk Plus MSP - version 9.4 - Build - 9419 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9419. Please refer the Migration path table available here and upgrade to our latest build 9419. Please refer our read me from here. New Features : SDPMSP-13194 : EWS Support - Use Exchange Web Services to connect to an exchange server for mail fetching. Issues Fixed : SDPMSP-13301 : Insecure Direct Object Reference vulnerability (CVE-ID-2019-8394) in File Upload sections of the application. SDPMSP-13336 : Preventive Maintenance
Maximum number of assets that can be managed within SDP
What is the maximum number of assets that can be managed within SDP? What is considered an asset?
Business Rule - SMS Email Template
Hi All Is there currently a way to include the Account Name in the SMS Email Template? I have set SMS Alerts in the event a P1/P2 Request is raised and require more info in the sent SMS. Thanks, Joshua.
Multiple sites departments with equal name
I tried to add 2 sites to an account and used default settings for departments. After creation I have 2 departments named "General" which are belong to different sites. Now I try to edit the first department with no changes and just click Save button with success. Then I try to edit the second department the same way but after I click Save button I got an error which says that the department with this name already exists. What's wrong with this? Moreover, can't sites have each their departments with
Update an imported project by re-importing the MS project
Is there a way to import MS project into SDP to update a previously imported project with the same title?
404 error when clicking on the Accounts tab.
Hello, I'm trying to add a new site ,but when I click on the Accounts tab and then +New I get the below error. Even If I click an Account to edit it gives a 404 error. Please advise.
IT analytics in 90 seconds: Manage SLAs across several managed accounts
Monitor SLA breaches and ensure better compliance rates across your managed help desk accounts using the SLA Violations report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
[Free webinar] Deliver next-level customer support using advanced analytics for your service desk
Hello folks, We're hosting our next webinar on June 27, 2019 titled, Deliver next-level customer support using advanced analytics for your service desk. Agenda: During the session, we'll talk about how you can leverage analytics to assess help desk operations and behavior, and draw actionable insights to improve customer service. Join us for a free session and learn how to leverage analytics to, Make it easy for customers to raise requests. Make the first response count. Empower users. Identify
IT analytics in 90 seconds: Tackle scope changes across projects in your MSP help desk
Master project management by tracking unplanned additions and deviations across all managed accounts using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Activate wrong archived requests
Hello, We have accidently archived requests with request status 'any status' instead of 'closed only'. I know there is no GUI option to restore them, so do you have SQL scripts to do this? Thanks in advance. By the way, we still have a backup copy of the database before we started the data archiving. Best regards, Kerim Berkeveld
Continual Service Improvement Dashboard - Monthly Service Audit
We have a monthly service audit wherein we check the state of our IT services - from overall service level, overall operational level, support group performance and technician performance. From here we log continual service improvement opportunities and activities on a wiki - track progress, compare it with a KPI, and measure success. Is there a plan to have a CSI-related feature within SDP?
Launching advanced analytics for ServiceDesk Plus MSP's request history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of advanced analytics for three more ServiceDesk Plus MSP modules: request history, projects, and knowledge base management. Request history—Visualize the complete request timeline, from ticket creation to ticket resolution, and get clues into the number of times a ticket was reassigned. Use this information to identify bottlenecks in your ticketing process. Projects—Plan, manage, and monitor IT projects from a single console. Track project progress
ZOHO Reports and SDP MSP Integration Update
Dear user(s) Due to a major update in ZOHO reports cloud framework, SDP MSP + ZOHO Reports integration will not work if the SDP MSP instance is less than 9418 build. We are providing 2 months time period for all users who are using this integration to upgrade their SDP MSP instance. Post this period, the framework will be updated in the cloud and the restriction will be get into effect. I request your co-operation in this regard and upgrade the SDP MSP instance. Please refer here to upgrade the
Service-Now Watch List vs. SDP Email IDs to Notify
Is there a plan on changing how Email IDs to notify will work on SDP on the Requester view? The current state of SDP's Email IDs to notify is prone to user input problems especially when requester needs to notify multiple email address. Here's a set of screenshot for comparison: Service Desk Plus's Email IDs to Notify feature: Service-Now's Watch List feature:
SDP MSP - Technician Home Page adjusts won't save
Hi, I've added new widgets to the Technician Homepage succesfully as attached screenshot When i press the Publish button and navigate through the request and went back to the home page, it is resetting back to default: Why can this not been edited? Kind regards, Jarl Hoenink
Request catalog new incident paste screenshot bug
Hello, I've reproduced this bug at the MSP demo website http://itildemo.servicedeskplusmsp.com/ Make a random screenshot with the 'Print screen' button. If you go to request catalog / new inicident, you can paste the screenshot in de description. However, if you clear the description (CTRL-A + DELETE) and click Resolution below to open it, if you want to paste the screenshot in the description again it appears in the Resolution. Is this a bug or a feature? ;-P Beste regards, Kerim Berkeveld
Example for HTML custom menu?
Hi, can anyone provide an example of an actual HTML file to use with the "Custom menu" - "HTML" feature? Is it possible to use the JSON data of a request with the HTML? Or is the HTML just static and will be displayed?
Automation of Ticket status
Hello, I'm working on a way to automate Ticket status changes once the ticket is assigned to a technician. Basically what I want to do is the ticket is submitted and automatically defaulted to "open" once the technician assigns the ticket to themselves I want the status to change from "Open" to "Assigned". I did find a way to do this in the Field and forms rules, BUT it only works if I go into the ticket and then assign it to myself. It does not work when I use the shortcut shown below. Is this by
ServiceDesk Plus MSP - version 9.4 - Build - 9418 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9418. Please refer the Migration path table available here and upgrade to our latest build 9418. Please refer our read me from here. Please note the Major Behavior changes Update below. Ability to move request from an account to another is restricted. It will work only in the following cases. If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s
Grey page after login
Hello, After upgrading to 9.4 Build 9416 our users experience a weird issue. After login some users see a grey page: Other users don't have this problem. We have tried all kinds of different browsers, but the same issue still occurs. I can't figure out what goes wrong, so any help is appreciated. Thanks in advance. Kind regards, Kerim Berkeveld
Major Behavior change Update - 9416 release - SDP MSP
Hi Users Greetings for the day. We did a major behavior change in our 9416 release of ServiceDesk Plus MSP. This is taken as a precautionary step of security. We request all your understanding on this and share your feedback in case if this change affects you. I request all users to post your valuable comments in this thread or contact us at sdpmsp@manageengine.com for any clarification. As SDP MSP targets MSP users who supports different organization (companies), we are restricting the request movement
Script to amend request subject not working properly - incorrect date format
Hi everyone, Hoping someone can help me. I have a script running that pulls information from the request details and adds them into the subject for my new starter request. The issue is, one of the fields i am pulling is a custom field for the employees start date, however when this pulls through it comes through as below: EMPLOYEE NAME: Daniel Walker START DATE: Mon May 27 2019 16:02:00 GMT+0100 (British Summer Time) DEPARTMENT: Service Desk The highlighted area is showing the full time and timezone
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