On Behalf of field
Hi - in the reporting module of SDP there is a field that you can report on called 'on behalf of user', however we are unsure how this field is used as we are unable to find anything where you can log a ticket on someone else's behalf. We also saw (see screen shot attached) that there was a field called 'onbefalfofVIPuser', but since logging out and back in again, the field has gone. We are using 9.1 9120 Please advise. Thanks Lynne
Schedule Reports issue
Dear Sir, I have set a schedule report. it works good. If the schedule report doesn't have any data, may I set the system don't send mail ? Thanks. Finley
Useful MSSQL queries for additional fields
Since i was not able to find the queries i needed i made my own and decided to share them in case they could be useful for someone else. Tested on build 14.9 Build 14920 MSSQL database Show additional fields and what templates (if any) they are used in:
Custom time worked report for tickets.
Tried messing with some of the pre-set reports and custom reports, but can not get exactly what I need. I would like to track the time worked on a ticket from when a tech picks the ticket up to close. On hold status would stop this timer. I know there is a time spent out there that records from the time the ticket is placed until closed, but I would like to see if the above is possible. Ticket comes in at 8, tech picks up ticket at 9 (timer starts), tech works an hour then places on hold (stop timer).
Report All Users list
Dear All, Please help me create query MySLQ to create report Requester list (include all Requester and Technician) - All field data. Thanks & best regards Tung Tran
Report to show tickets open vs closed
Is there a way to report on tickets received (open), versus tickets closed daily or weekly for individual support groups? We are currently using SDP 9.0 Build 9017 and the Database is MS SQL. Thanks, Robert
Bios Date format
When I run this report my Bios Date format is 20220317000000.000000+000. Is it possible to change this format like this DD/MM/YYY? SELECT MAX(WORKSTATION.WORKSTATIONNAME) AS "Machine Name", MAX(WORKSTATION.SERVICETAG) AS "Service Tag", MAX(WORKSTATION.MANUFACTURER)
[SDF-70650] Adding custom dashboard report like defaults
Hi, I need to add custom dashboard report like default reports by filter them. Is it possible?
Worklog time taken to resolve report
Hello! We have an report to sum up all our worklog "time taken to resolve" from our Requests. As we use more and more parts in the ME Support plus product we need to also get the worklog "time taken to resolve" from the other parts of the product. The current sql query: SELECT rctd.FIRST_NAME "Time Spent Technician",cd.CATEGORYNAME "Category",ct.TIMESPENT "Time Spent" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID LEFT JOIN ChargesTable ct ON wotoc.CHARGEID=ct.CHARGEID
Report to view the reopened tickets
Hi, Please provide us a query to generate a report of the reopened tickets. Also we would like to know where to make the ticket status has to be made the field mandatory as "closed" before reopening a ticket.This is because users are able to reopen a ticket which is just resolved not closed. Thanks & Regards Silsha
Custom Reports for ServiceDesk Plus - Tracking Request Approvals
As a proactive ManageEngine reseller we were recently contacted by one of our customers who was interested in tracking the Approvals Requests made from requests in ManageEngine ServiceDesk Plus. They were interested in tracking the following information: When the authoriser received the request for approval When it was approved How long it has taken the approver to action the request What is the average time to approve Now the Reports module in ManageEngine ServiceDesk Plus doesn't currently support
Report Usage Sorry, unable to execute the report, as a report generation for this login is already running.
Hi all, im trying to run a number of reports and im getting the following error. It has been like this for over an hour. I have logged off and also rebooted my client, still the same issue. I'm guessing there must be a process running server side. Any ideas Thanks in advance
Technician X Role (Report)
Hello! We need a report that show all Roles assigned to each Technician in SDP. That is a simple report: Column 1: Technician User Column 2: Role Assigned With this report we can make a SOX audit in SDP. This is a very important report based in best practices and should be implemented in SDP in a future release. For now, could you please provide to us a query report? Thanks in advance and Best Regards!
VIP User Report
I don't see a report we can run to see which users have been marked as VIP users by our techs. Would this be a custom query? Or are there 'Requester' report types that can be used to create this report that I am missing?
Need a query to export the SDP complete requester list.
Need a query to export the SDP complete requester list. System : SPD build 8127 SQL: MSSQL 2008 please help to provide this query. regards kunal
templates query
HI i am looking to run a query that shows the templates used by volume so that i can see which templates are used more than others. the available columns in a incident report do not contain the templates option to choose
Preventive Maintenance Report
I am trying to create a report to show all of the preventive maintenance and when they are scheduled. The sworkorder table gives me the Title and description. However I cannot find when it is scheduled and who it is assigned to. Many of these have not get generated workorders because they are annual and have not come due yet. Does anyone have a query to get all the information associated for Preventive maintenance?
CMDB report needed
Can I get a report of all CI types and their relationships EXCLUDING people CI type? Running build 9202 on windows with postgres DB Also is there a tool that I can connect to SDP to allow me to create reports such as this using a drag and drop feature? wayne
technician report
hello i need a query to export the technician list with all it's details
Custom report
Hello, I need an Assest report that lists all workstations with the following info. Model, Acquisiton date, Expiry date, Warranty expiration. I would like the asset listed in the first column and the rest of the info in the following columns in any order. Can you please give me the query syntax for this report? Thank you.
Weekly Report filtered with Approver name
Hai , we are using servicedesk plus 9 in our company, How we can generate weekly reports with approval name and all pending approvals with the approver. your early response is highly appreciated. with regards, M.K
All Assets and Managed Software by Full User name
I've seen some queries here that were close, but not exactly what I'm hoping to produce: Would like a report organized by User (full name, not login name) that lists ALL assets assigned to that user, as well as only "managed" type software loaded on their machines. Thanks much!
Custom Report: Last Month This Year vs. Last Month Last Year Comparison
Hi, I need a report which would give the statistics of tickets comprising of "Last Month This Year vs. Last Month Last Year Comparison" ie., like December-2013 .VS. December-2012. The reported should be ordered Group-Wise and then Technician-Wise. The columns that need to be displayed should be: How to get this?
How to remove a Scheduled Report Created By Another Technician
Several scheduled reports were created by a technician who is no longer with the company. How can I disabled the report. The technician's account has been removed from Service Desk? I have a similiar situation with ADSelfService. Thanks, AP3
Requester access to Reports
Hi all, Is there a way to allow access to Reports module for specific Requesters? From what I have found already Reports access can only be configured for Technicians via Roles. Thank you for you help.
Technician availability report
Dear ME Team, First thanks all of you to support, I want to know how i can generate report as "Technician availability report", Like, who's absent or available or backuptech, all these information i required in this report, please guide me to have this.
Report with time spent
Hi, I´m trying to create a custom report to show the below informations: Request ID Technician Category Subcategory Item Total of Time Spent in each request (sum of time taken to resolve) But I dont have all these fields when I try to create a report. Could someone help me to create a query report with these fileds? (MS-SQL) Thanks a lot Paulo Santos
Times in reports are not Excel compliant
Hi The problem I am having at the moment is since upgrading to SD+ 7.6 (build 7601), when creating reports, fields like Request Created time and Completed time are no longer in an Excel friendly format. Previously they would be written as such: 27/11/2009 14:34 Which, when exported to Excel, Excel understood as a date and time. Now, times are displayed like this: Nov 27, 2009 2:34 PM Which Excel treats as text, so we can't do any operations on it. I've looked through all the settings, but I can't
Reporting survey results for archived requests
When I generate a report for survey results, it does not show surveys for archived requests no matter which time period I select. However, I need last year's survey results for comparison purposes. Is there any way to get results of surveys for archived requests?
Tech Attendance report
I would like a report to show a tech's availability based on calendar entries for vacation/ sick time etc. columns: tech name (selectable - select one or multiple names) month (selectable - current or previous) date reason for not being available i.e. on vacation, sick, personal time etc. total of each "reason" running 9.0 build 9008 MSSQL
Question/Advice Sought Regarding Customer Facing Dashboards
I would like to be able to provide a dynamic dashboard to my requesters that displays all open incidents. This would allow anyone who is a requester to access it and see all issues that are being addressed at moment. Has anyone done such a thing in this product and does anyone have any advice on how to accomplish this?
Tasks Auto Assign
It has been brought to my attention that tasks that are assigned to a group are not being assigned to a specific technician. Also I have also noticed while testing this bug that tasks being assigned to someone who is set Away are not being re-assigned to their backup technician.
Customizable audit report
Hi, i need to create a Customizable audit report like Audit history by Changes, but only for workstation and software changes... Can you help?? Regards..
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
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
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
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
Workstation audit failed. Could not identify the cause
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan some errors came.please check below. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Report to Capture Work Log Details
Can you send me the SQL query to generate this report: - Request ID - Subject - Description - Status - Created Date - Resolved Date - Work Log Details under the Tasks Tab - Owner - Time Taken - Start Time - End Time - Description where I can put in the value for a custom field called "Project" Thanks. Build version: 8.2.0 Build 8217 Database: MSSQL
Report of the form and field rules for my service request templates
I have been able to get reports that list all my service requests grouped by category, but now I want to take that one further and list various template attributes. In this case, I want to list all the field and form rules defined for each template. Thanks in advance. Dave
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