Query to view site configurations
Hi!, is it possible a query to get information per Site, about copied/refered/customized settings applied? It will be of great help to manage deep reestructuring of support groups Thanks in advance
Script Master - 11: How to automatically create multiple child requests from a parent request with a configurable JSON file.
Greetings to you, users! This Script Master's post will help you learn how to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. Also the request ID of the child requests are added as notes to the parent request. This is achieved using an API call to create a request in ServiceDesk Plus. Details of the child requests are stored in a json file and provided as input to the API call. A separate API call is made to add notes
User Management - to get the list of requests that are due to violate SLA in next 2 days
Use this report to get a list of requests that are due to violate SLA in next 2 days. This helps to alert the team involved working on the request. PGSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", qd.QUEUENAME "Group", cd.CATEGORYNAME "Category", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.DUEBYTIME) "DueBy Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
User Management - report to technician who violated the request
This report helps to find the technician who violated the request. SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Current Technician", max(std.STATUSNAME) "Request Status", CASE WHEN max(tech.first_name) IS NOT NULL THEN max(tech.first_name) ELSE max(ti.FIRST_NAME) END "Violated by" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
User Management - report on reassignment of groups made on a request
This report helps to find the reassignment of groups made on a request. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", std.STATUSNAME "Request Status", wo.TITLE "Subject", rtdef.NAME "Request Type", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(woh.OPERATIONTIME) OPERATIONTIME, qd1.queuename "Changed From", qd2.queuename "Changed
User Management - report on reassignment of technicians on requests and who performed it
This report helps to find reassignment of technicians on requests and who performed it. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", pd.PRIORITYNAME "Priority", longtodate(wo.CREATEDTIME) "Created Time", aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, au1.first_name "Changed From", au2.first_name "Changed To"
User Management - report on time taken by technician to send a first response to a request
This report returns the time taken by technician to send a first response. It indicates how long a user had to wait to receive a response. MSSQL: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESPONDEDTIME) "Responded Date", convert(varchar(10), ((wo.RESPONDEDTIME)-(wo.createdtime))/1000/3600)+':'+convert(varchar(10), (((wo.RESPONDEDTIME)-(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),((((wo.RESPONDEDTIME)-(wo.createdtime)))/1000%60))
User Management - first assigned time of a request
This report returns the first assigned time of a request. When the request was submitted and when was a technician assigned to it. This helps us know how long it was in the unassigned state. SELECT wo.WORKORDERID "Request ID", Longtodate(max(wo.CREATEDTIME)) "Created Time", longtodate(max(woh.OPERATIONTIME)) "Assigned time", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject", max(qd.QUEUENAME) "Group", min(prev.first_name) "Technician", max(ti.FIRST_NAME)
Can't login after disabled Allow Domain Filtering during Login
Hello, after disabled "Allow Domain Filtering during Login" i and my users can't login into ServicDesk+ How i can Enable this function with postgres SQL query?
Configuration Management - report to find the values of a picklist additional field
This report helps to find the pick-list values in the additional fields. First you need to find the name of the table name and the column name that holds the data by executing the following report: SELECT Tablename, Columnname FROM ColumnAliases WHERE Aliasname='Services' Then you can retrieve the pick list values. For example: SELECT Value FROM UDF_PickListValues WHERE Tablename='WorkOrder_Fields' AND Columnname='UDF_CHAR36' Replace WorkOrder_Fields and UDF_CHAR36 with the values returned by the
Configuration Management - SLAs configured / details of all technicians and requesters / last logged in time of technicians and requesters
Below report returns the complete list of SLAs configured in the application. SELECT sdo.name "Site Name" , sla.slaname "SLA", MAX(sla.duebydays) "SLA Days", MAX(sla.duebyhours) "SLA Hours", MAX(sla.duebyminutes) "SLA Minutes" , MAX(sla.fr_duebydays) "First Response Days", MAX(sla.fr_duebyhours) "First Response Hours", MAX(sla.fr_duebyminutes) "First Response Minutes", array_to_string(array_agg(au.first_name), ' ') "Escalate to" FROM sladefinition
Configuration Management - report for support groups and roles associated to technicians
This report returns the support groups associated to technicians. SELECT AaaUser.FIRST_NAME "FullName", (SDOrganization.NAME) "Site", (qd.queuename) "Group" FROM AaaUser LEFT JOIN UserDepartment ON AaaUser.USER_ID=UserDepartment.USERID LEFT JOIN DepartmentDefinition ON UserDepartment.DEPTID=DepartmentDefinition.DEPTID LEFT JOIN AaaUserContactInfo ON AaaUser.USER_ID=AaaUserContactInfo.USER_ID LEFT JOIN AaaContactInfo ON AaaUserContactInfo.CONTACTINFO_ID=AaaContactInfo.CONTACTINFO_ID
Configuration Management - complete list of request templates
This report returns the complete list of templates configured in the application. MSSQL: SELECT serd.Name "Service Category", max(list.Templatename) "Template Name", STUFF( (SELECT ',' + tgm.QUEUENAME FROM TemplateToGroupMapping tgm WHERE list.TemplateID=tgm.TemplateID FOR XML PATH(''), TYPE).value('.', 'nvarchar(max)'), 1, 1, '') "Group", STUFF( (SELECT ',' + ug.NAME FROM UserGroups
Configuration Management - view/export the tree view of category, subcategory, and item / details of scheduled reports along with their owner
This report helps to export the tree view of category, subcategory, and item. SELECT CategoryDefinition.CATEGORYNAME "Category Name", SubCategoryDefinition.NAME "Sub Category Name", ItemDefinition.NAME"Item Name" FROM CategoryDefinition LEFT JOIN SubCategoryDefinition ON SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID LEFT JOIN ItemDefinition ON ItemDefinition.SUBCATEGORYID = SubCategoryDefinition.SUBCATEGORYID ORDER BY 1,2,3 This report returns the details of scheduled
Configuration Management - report to view and export the list of support groups
This report helps to export the list of support groups configured in the application with their complete details. MSSQL: SELECT qd.QUEUENAME "Support group", ci.DESCRIPTION "Description", su.first_name "Owned By", STUFF( (SELECT ',' + au.first_name FROM queue_technician qt LEFT JOIN sduser sd ON qt.technicianid=sd.userid LEFT JOIN aaauser au ON sd.userid=au.user_id WHERE qt.queueid=qd.queueid
Request Management - details of parent request and its dependent requests
This report returns the details of the parent request and its dependent requests. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", ti.FIRST_NAME "Technician", pd.PRIORITYNAME "Priority", wo.CREATEDTIME "Created Time", wo.DUEBYTIME "DueBy Time", std.STATUSNAME "Request Status", CASE WHEN wos.ISOVERDUE='1' THEN 'Yes' ELSE 'No' END "Overdue Status", wodm.Dependsonid "Depends on" FROM WorkOrder wo LEFT JOIN WorkOrderStates
Request Management - report on requests created created during non-operational hours
This report is used to find the requests created during out of business hours. Based on this report, resources can be allocated to manage the load. MSSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", wo.TITLE "Subject", qd.QUEUENAME "Group", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", datepart(dw, dateadd(s, datediff(s, GETUTCDATE(), getdate()) + (wo.createdtime/1000), '1970-01-01 00:00:00'))
Request Management - report to fetch the historical details of approved and denied requests
This report helps to view the historical details of approved and denied requests. This also returns all requests for which approval decision is pending. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", wo.TITLE "Subject", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", longtodate(wo.CREATEDTIME) "Created Time", asd.stagename "Stage name", LONGTODATE(ApprovalStage.SENT_DATE) "Approval Sent date",LONGTODATE(ApprovalDetails.ACTION_DATE) "Approved
Request Management - notes added by the technicians
This report gives an overview of all notes added by the technician. SELECT wo.WORKORDERID "Request ID", note.NOTESTEXT "Notes", longtodate(notesdate) "Note Added date", aaauser.first_name "Note Added By" FROM WorkOrder wo LEFT JOIN Notes note ON wo.WORKORDERID=note.WORKORDERID LEFT JOIN aaauser ON note.userid=aaauser.user_id WHERE wo.CREATEDTIME >= <from_thisweek> AND wo.CREATEDTIME <= <to_thisweek> To make any changes to this query, refer to this post. Click this link to navigate to the next report.
Request Management - last conversation of technician and requester in requests
This report returns the last conversation of technician and requester. SELECT wo.WORKORDERID "Request ID", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject",max(ti.FIRST_NAME) "Technician", longtodate(max(wo.CREATEDTIME)) "Created Time", CASE WHEN max(wos.notificationstatus) = 'REQ_REPLY' THEN max(c.description) WHEN max(wos.notificationstatus) = 'TECH_REPLY' THEN max(n.description) ELSE NULL END "Last conversation" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT
Request Management - report to get request onhold status comments
Request onhold comments. This report helps to find the reason for the request that are placed onhold. SELECT wo.WORKORDERID "Request ID", mdd.MODENAME "Request Mode", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", (os.onholdcomments) "Reason For Stop Timer" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Request Management - query to fetch information on service catalog additional fields
Requests with service catalog additional fields. Service catalog additional fields can be a common field or category specific fields. These fields are stored in a dynamic table, hence we need to join the specific template to get the resultant. Run the below query to get table name and column name of the field you need in the report. select * from columnaliases where aliasname='NAME OF THE ADDITIONAL FIELD'; Replace table name and column name in the below query. SELECT wo.WORKORDERID AS "Request
[Powershell Script] Update a workstations assigned department via a request
The following script will update the department of any workstation that is added to the Asset(s) field of an incident template. I've implemented it so that my first line team can confirm where an asset is located and update it accordingly while on the phone to an end-user. I hope it helps someone else in the future - Create a new pick-list, add in all of the departments listed within your environment and include it within your preferred template(s). Edit line 10 to match the name of your pick-list
Request Management - report to find the recipient email address
To find the recipient email address. Some requests are forwarded to others through the mail, this report helps to find the statistics what and how many requests are forwarded to others. To make any changes to this query, refer to this post. SELECT wo.workorderid "RequestID", wo.title "Subject", wor.to_cc_bcc "Parent Request", wor.recipient_email "Parent request email ", cr.TO_CC_BCC " In conversations", cr.recipient_email "Conversation email", nr.TO_CC_BCC "Sent mails", nr.recipient_email "Sent mail
SQL Cookbook for ServiceDesk Plus - Chapter 2 - Request Process Management
Requests based on SLA. To make any changes to this query, refer to this post. SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Requester", qd.QUEUENAME AS "Group", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", icd.NAME AS "Item", ti.FIRST_NAME AS "Technician", std.STATUSNAME AS "Request Status", sla.slaname "SLA Name" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrder_Queue
Request Management - to get the list of shared requests
Shared request - returns the list of shared requests. To make any changes to this query, refer to this post. SELECT wo.WORKORDERID AS "Request ID",
wo.TITLE AS "Subject",
aau.FIRST_NAME AS "Requester",
qd.QUEUENAME AS "Group",
ti.FIRST_NAME AS "Technician",
std.STATUSNAME AS "Request Status",
sa.first_name "Shared to technician" FROM WorkOrder wo
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN WorkOrderStates
Request Management - report to get information on linked requests
Linked requests - to find the child request ID that are linked to the parent request ID. To make any changes to this query, refer to this post. SELECT wos.linkedworkorderid "Request ID", wo.TITLE "Subject", std.STATUSNAME "Request Status", rtdef.NAME "Request Type", longtodate(wo.CREATEDTIME) "Created Time", wo.workorderid "Linked to" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN RequestTypeDefinition rtdef ON wos.REQUESTTYPEID=rtdef.REQUESTTYPEID LEFT
Request Management - Report to get information on merged requests
Merged requests - provides information as shown in screenshot below. To make any changes to this query, refer to this post. MSSQL: SELECT Workorderid "Parent Request ID",
(SELECT STUFF(
(SELECT cast(Child_woid AS varchar) + char(10)
FROM conversation co
WHERE conversation.Workorderid=co.Workorderid
FOR XML PATH ('')), 1, 0, '')) "Merged Request"FROM conversation
WHERE Child_woid IS NOT NULL
GROUP BY Workorderid PGSQL:
Request Management - quick overview of monthly opened, closed and overdue requests
This report provides a quick overview of monthly opened, closed and overdue requests. It provides you a quick determination of a large number of requests. This information can then be used by a request management administrator to determine if a particular department requires additional resources to efficiently manage the number of requests. MSSQL: SELECT 'Inbound' "Status", COUNT(CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00'))=1 THEN 1
Masterclass – Hardware asset management: Bringing all your assets under one roof - session 3 June 12th
Hi folks, We had hosted a webinar June 12th on Hardware asset management: Bringing all your assets under one roof using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Inventory all the assets in your organization Organize and classify assets based on business impact Identify vulnerable assets Track the status of assets Using examples, we have demonstrated how to manage vulnerable assets with complete visibility into your
JIRA integration Error: Check Jira Xml file..
I have set basic configurations and made a menu, but below error pops-out. <Configurations> Attatched Jira.xml & log from Serverlog Parser
[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.
Change browser title icon (favicon) for SDP?
How do I replace the default favicon.ico in ServiceDesk Plus with one of my own? Thank you.
Non Login Technicians
Hi, Is there a way for non login technicians to view a task and close it after they resolved it. We have limited license and would like to utilize the non login technicians however I can send notifications with them but could not login (when clicking the link) to further view and update it. Additionally if they reply back to the email, SDP treat it as new incident request. Please help. If my question is not clear I'll be happy to elaborate further. Thanks
How to Export a CMDB Relationship?
Hello Team, I'm building the CMDB for a client. Once done, the customer will need to export the relatioships that will be created between the items into a file. can you help me please?
Request resolved after open and change area
Is the report reopened and which are changed after the request is solved?
Cannot upgrade to 10500
HI, I have problem with upgrade windows version of Service Desk to version 10500, during step: "Upgrading PostgreSQL from 9.2.0 to 10.5 Migrating Data" it stops and roll back. How could I resolve this issue?
Change ticket due date dependency
Dear team, Can we change ticket due date dependency instead of requester site to be technician site . Note: This requirement issue because we have several sites with different operation hours. Thanks
Manage engine Service desk plus - One of the User not visible under requesters after importing from AD
One of the User not visible under requester's after importing from AD, the log says import successful. however one particular user is not visible under requesters tab. Require your assistance.
(solved)Backup ServiceDesk Plus Database Fails
We are trying to backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations As far as the backup process we were able to start following below instructions: https://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/perform-backup.html However the backup seems to fail every time during the process, it says: ERROR: invalid page header in block 1
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