Custom Contract Query that shows Technician to Notify
We'd like a report that will show all contracts expiring within 90 days, and we'd like a column included that lists the "Users to be Notified" for that contract. The idea is that the manager will receive the report and be able to know Technician A was the one responsible for updating the contract details and needs to do so.
Custom Report Query - Status Change
Hi All, We're trying to implement some auto closure rules so that when a technician places a job into a specific status (in our case it's "Awaiting Requester") that we can have them auto close within 3 days if no response is given (if there was a response, it would update the status). I've found a few articles on how to achieve this (https://pitstop.manageengine.com/portal/community/topic/how-to-automatically-close-unanswered-tickets) however they seem somewhat limited as they could potentially
Query: Linked ID created date
We have this query to generate request based on their created time. It also includes all the request linked to the request. How can we generate a report that would only include the linked request that is based on their created time? Only request created within a month will be generated the same as the linked ID. Ex. ID#1 (created date: 10-24-2019) linked with ID#2 (created date: 10-26-2019) & ID#3 (created date: 11-03-2019) Only ID#1 and ID#2 will be included in the report if the Created Time parameter
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Technician Actions Report
Hello, I need to be able to clearly report on what my technicians are doing. I can see how many calls they log/close, but not how often they touch/update a call, so if possible include Edit call, Add notes, send email, etc. I've found the below query previously shared, however I'm not sure it works correctly as I've ran it for today and none of the actions taken by me today showed on the report If I could get an update versions, ideally it would have the same fields, without the grouping, but with
Project Report with Comments
Support, I would like a report that shows the project with the comments for the project. For now I only want to include the comments for the project, and not the milestones or tasks associated with the project. I would also like the report to only show requests that are "Open", "On Hold", or "Work in Progress". Please have the report ordered by Scheduled Start Time. Fields I would like to include: Project ID Project Title Project Status Scheduled Start Time Scheduled End Time Comments
Survey Report- NAme of Skipped Users
I want to get the report for Skipped users and uncomplete users list, also can we remove the skip button from survey email
Report with IP address
I want to be able to print a report of workstations with their assigned IP address, I can't seem to find a way. Pls. help.
Time Spent Calculation
I'm using MSSQL as my platform. I would like to know how to calculate my own time spent between 2 dates. Clearly SDP does this for me in the WO_Group_Info, WO_Tech_Info, and WO_Status_Info tables, but this is NOT what I'm looking for. I would like to know the underlying code that does the math and logic. I would imagine that something within the system if factoring in HoursOfOperation, DaysOfOperation, HolidayDefinition, Hold_Period_Group and/or Hold_Period_Tech. I've looked through the functions
Business Hours
I'm trying to write a MSSQL query that looks at different time intervals during a ticket's life. For example, if I'm looking at a ticket that has a createdtime of '2019-11-20 09:52:11.000', missed SLA at '2019-11-22 14:53:54.000', but was only assigned to the proper personnel at '2019-11-30 13:50:09.000'. Essentially, I want to calculate the time it spent in the service desk queue waiting to be assigned to the proper department. Normally, I would just write a query like: select DATEDIFF(hh, '2019-11-20
Inventory Report with Product Name
Dear Support, Please help me out in generating this report to reconcile the assets with our current Inventory. which includes Employee ID User, Department, Last Logged in User Site Location Region Asset State CI Name Model Product Name Product Type Manufacturer Vendor Part No. Purchase Order No. Cost (Rs) Serial number Service Tag Asset Tag Org Serial Number Barcode OS Disk space Total Memory IP Address Mac Address Processor Name Current Asset Value (Rs) Acquisition Date Expiry Date Warranty Expiry
Report needed- count of closed within time windows by technician
Hi, I'm needing a report and I can't seem to come up with it. I am essentially needing a count of tickets closed by technician within certain periods, based on createdtime and completedtime into "buckets" of 0-23 Hours, 24-47 hours, 46-71 hours, 71+. In other words, how many tickets were closed by each agent in less than a day, 1-2 days, 2-3 days, or longer? I can't seem to modify any queries successfully to pull this off, though it should be fairly simple.... can anyone help? Thank you!
Report for work log/time spent
I've looked over a few threads but couldn't find the one i really needed. I'm looking to make a report for No time entry AND the work log description with no notes added. I see where you can run a report for no time entry but I do not see a field for "work logs = none". Is this possible? I wonder if it's worded differently
IT analytics in 90 seconds: Analyze time spent in different support groups
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Custom Asset Reports
Trying to figure out how to build a custom asset report, but running into issues getting things to group properly. Would like to have a header for each department, and a sub header for each user in the department. Then list out the assets with name, type, model, barcode number and filter for only In Use devices. I've been able to get this far: SELECT MAX(deptDef.DEPTNAME) AS "Department", MAX(deptDef.DEPTNAME) AS "Department", MAX(aaaUser.FIRST_NAME) AS "User", MAX(resource.RESOURCENAME) AS "Asset
Report- All ticket assigned at least once to a specific group
Hello, I need a report on ALL the tickets processed by a group, for example the "SUPPORT" group. I don't care in what state the tickets are now and to whom they are assigned now, I would like to see a report of all the tickets that at least once came into contact with the "SUPPORT" group. Even if now they could be assigned to another Group, another Technician, closed or any other possibility. thank you very much
scheduled report access under technician role
Hi Team, how can we provide the access to view the scheduled report to technician? which role to be assigned?? please note its only working under admin account. Product Name ManageEngine ServiceDesk Plus 10.0 License Type Registered Version Your Version : 10.0 Build 10013
CMDB Associations List View
Hi there, As Admin I can view the CMDB list view below. I find it the most useful. Users with the EnableCMDB role and full Asset Add/Edit/Delete aren't able to see this view? Do they need any additional permissions? TIA, Dave
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
Built in fields in custom reports
I'm looking for ways to improve our categorisation and reporting and ideally need Category Description, Subcategory Description and Template available in the Custom Report Wizard 'Available Columns' list. While I'm aware this can be done through query reports, this is not sufficient as it doesn't allow for custom reports to be generated using these fields in a flexible manner. I've done this in the past but it's not typically adopted by teams who use the product. From what I can tell, this could
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How to export full catagoes tree from SERVICE DESK PLUS
please can some one provide me with a query to export the full catagory tree structure Your Version : 10.5 Build 10513 Build Latest Version : 11.0 Build 11007 Thank you
Report export changes semicolons to commas
Hi, if I export a group memberchip report to excel or csv in the exported file the semicolon of the report field ar changed to commas. Which makes it impossible to process the data.
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Technicians report
Hello, After upgrading to 11006, we are unable to run the following query report; SELECT AaaUser.FIRST_NAME "Technician", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID INNER JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID LEFT JOIN AaaLogin
Report for elapsed time / time spent on a ticket
We would like to know the elapsed time an Request was in the hands of a technician, excluding “On hold” and “Awaiting feed-back from the user”. Is there a query that could give us such data? Thanks! Tom
Report to show tickets touched by a group or technician
Hello, Could you show me how to have a report with the list of tickets "touched" last month by someone from a group or a list of technician? Report in MSQL Version: 9.4 Build 9401 Thank you for your help. Regards François
Query to include work log details in custom reports
Hi, I would like to know, how can i include work log details of a ticket in custom report? Thanks and Regards, Karthikeyan R
I cannot find access to the work log times that are set when an issue is resolved.
I want to build a custom report with that time as a column in the report and I cannot find the field as an option in the custom report builder.
Software report with software name and username
Hi Team, I have added several relationships to particular software in CMDB, is there anyway to export the relationship between software name and user? Thanks a lot. e.g. Software name User Visual Studio Jacky
[SD-81194] Scheduled reports containing invalid data
Hi, I have a load of scheduled jobs to send out reports on the on one of our SDP instances and I have jobs set to run every 5 minutes and 2 jobs scheduled for every 5 minutes slot. What I'm seeing is the following on a random sporadic basis - Report 1 for user 1 set to run at 10:00 Report 2 for user 2 set to run at 10:00 User 1 gets report and the email is her email, but the attached report is for user 2. It's like it is running both reports at the same time and then getting confused with who it
Query Report
Hi, We Used the below query to fetch the details of time spent by each groups assigned to the ticket. select woa.workorderid "RequestID", qd1.QUEUENAME "From Group", qd2.QUEUENAME "To Group", cast((wog.timespent/60) as varchar(20)) +':'+cast((wog.timespent % 60) as varchar(20)) "Time Spent (hrs)" from workorder wo left join wo_assessment woa on wo.workorderid=woa.workorderid inner join WO_GROUP_INFO wog on woa.assessmentid=wog.assessmentid LEFT JOIN QueueDefinition qd1 ON wog.groupid=qd1.QUEUEID
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Project and Tasks report is not working
Hello, The following report is not working anymore. Please help me fix it. SELECT projectdet .PROJECTID "Project Id" ,projectdet.TITLE "Project Title" ,projectstatus.STATUSNAME "Project Status" ,projectowner.FIRST_NAME "Project Owner" ,c.comment "Comments" ,md.Milestoneid "Milestone ID" ,md.TITLE "Milestone Title" ,mdon.FIRST_NAME "Milestone Owner" ,mst.StatusName "Milestone Status" ,(select case when md.Createddate=0 then null when md.Createddate=-1 then null else dateadd(ss, md.Createddate/1000,
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
Report users with the role of approver
I would like to know how I can generate a report where all users with the role of approver are visualized Version SD: 10510 DB: SQL Server
What does WHERE (wo.ISPARENT='1') mean in a query?
I've seen this used a lot in queries provided to users: WHERE (wo.ISPARENT='1') It seems to eliminate deleted records from a query. Is that a proper use for that condition? Are there other things that field is used for? Thanks! Joanna
Report show incidents by category by hour
For the purposes of tracking calls during a GO Live, we would like a report that could be generated to track tickets by the hour for specific subcategories. How would we set this up aside from a scheduled report, since the teams who would need it would vary?
Report request
Hi I need to create a report to show requests/incidents that have come in during certain times of the day. Any ideas on where to start? Dave
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