Daily report tickets
Hi! I'm using ManageEngine version 11.004 and I need to create some reports: A daily report with new issues createds,closed and remaining. A daily report by user/technician with opened tickets, solved, closed and remaining Weekly report with total created tickets, total closed, total remaining Monthly report with total created tickets, total closed, total remaining Same from point 4 but for department In both cases I only need a numbers. Are there some API or something else that can help me to
aging and range
in SDP i need a report to show aging and range group by ticket ID example Ticket ID Aging Range 1 1 1 Days 2 2 2-3 Days 3 5 >3 Days thx in advance
Reports Help
Hi I'm currently working for a client and been asked to generate some reports in the absence of the usual SDM. New to ServiceDesk so forgive me for any obvious questions. The client is using ServiceDesk plus v9.2 build 9203 I'm trying to generate the following reports: Number of new tickets for the current week. Number of closed tikets for the current week. Number of open tickets at the start of the week/specific day. Any help would be greatly appreciated. Many thanks
Query for Approver list
Need a query for list out all service request approver
Query report
Dears, Good Day, i would like to request a query report /report i need to create report for how many requests created each department for specific services , we have 30 departments and each department request for new PC , Sample: Department A requested 10 times in this month for new PC and department B requested 30 times/ requests for new PC.
SLA statistics not correct
We have a problem to get proper SLA statistics for our Incidents in SD+ and Analytics The process We register a ticket (status open), assign a SLA (5 working days 9 hour per day) and work on the ticket until we can resolve it (status resolved) Some of the tickets are set in status pending (that are OK). The time the ticket is in status pending shall not be included in the calculated time to resolve. Example: SLA 8am to 5pm every work day ( 9 hours) Ticket created day 1 at 8am Ticket set in status
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
Exclude a technician from a query report
Hi All, i need your help in excluding some technicians from a specific query report, and i'm using MSSQL environment. please suggest a solution and thanks in advance.
Custom Report to Show the number of notes left on requests
We would like to be able to track tickets that have been sitting with a team for an extended amount of time. Our helpdesk leaves notes on tickets that state to "Call User" when the requester calls back in on a ticket. We want to be able to run a report that shows: ID# | Group | # of Notes on that ticket We are on 10.5 Build 10509. This is a MSSQL database.
Technician - Time Elapsed
Hi, I'm new to Service Desk, and need to report on some information. I'm trying to create a report (if there isn't one already) to show me a list of Requests & Tasks (but Separate reports would be fine) and the Time spent on them filtered by Technician, but am currently struggling to do this. I'm looking for a report to run on "yesterday" for a filtered to a particular technician so I can see how much "Time" they have spent on that Request or Task for that particular day, and a total at the bottom
Custom Matrix report based on Technician Department vs Request Status
Hi, I'm trying to create custom Matrix report based on Technician Department vs Request Status. The problem I have is, the department always show "Not Assigned", after checking around.. I believe this is because the Department from the drop list in the Custom Matrix report are the Requester Department and not the Technician department. Is there way to show Technician Department vs Request Status?
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples, that can guide you through your analytics journey. Download the e-book now.
add "Request Create Date", "Request Status" columns to this query
Hi, I need add "Request Create Date", "Request Status" columns to this query how I can do it? SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", icd.NAME "Item", ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", CASE WHEN wos.ISOVERDUE='1' THEN 'Yes' ELSE 'No' END "Overdue Status", ti1.FIRST_NAME "From technician", ti2.FIRST_NAME "To technician",
Survey Query Report using percentage values for customer satisfaction - MS SQL db, ManageEngine 10.5 (build 10513).
Hi, Could you please provide a query to run a survey report based on the % of satisfaction level for MS SQL, ManageEngine 10.5 (build 10513)? Query below stopped working after ManageEngine upgrade: SELECT MAX(wo.TITLE) "Request Title",MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%m-%Y %k:%i') "Request Created Time",MAX(ti.FIRST_NAME) "Technician",DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating"
Query Reports
Hello, I need a Query Report from all the Requester and Technicians. Also another query report to get the list from all the requester and technicians that the accounts don't sync from Active Directory. Thanks
Category Usage Report
Hello, I found the below query on the forum but I can't find it again and I have a question about whether there is a limit to what it will show? SELECT cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item", count(wo.WORKORDERID) "Request Count" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN ItemDefinition
Caída total del sistema de Tickets
Buenos días Reporto inconvenientes con el Software Service Desk el cual actualmente se encuentra montado en un servidor. Hace aproximadamente se cayó el Servicio y no quiere arrancar, solicitamos de su apoyo para solucionar el inconveniente el cual no deja acceder al servicio y dar atención a los usuarios
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for our three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing request resolution times Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: October 17, 2019
Custom Report : Additional column to calculate days since TICKET has been created
Hi, My installation as below. ServiceDesk Plus Standard Build number: 10513 Db: PostgreSQL ver 10.5 I'm wondering if anyone can help to create a report with additional column to show number of days since the TICKET has been created. Thanks.
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
Need a MS-SQL report query created
Task Status is Closed Group – Hyperion Ticket Status – Open (Or not Closed) Filter by Actual End Time for the task Include: -RequestID -Request Title -Task Owner/ID -Task Created Date -Actual End Time
Query Purchase Orders Approved by Specific User
Hi, We are currently on Verstion: 9.4 Build 9425 with MsSQL database. I would like to inquire about a query to obtain all Purchase Orders that a specific user has been part of the approval process for.
IT analytics in 90 seconds: Monitor assets that may disrupt business operations
Monitor risky assets in your organization and take immediate corrective measures using the Assets that Need Attention dashboard in Analytics Plus. If you're not already using Analytics Plus, download your free 30-day trial today.
Prevent access to Survey Reports
Is there a way we can restrict access to the default Survey report folder? We'd like to limit this to only managers and not a general technician. This role makes it seem it's intended to manage survey reports but any technician with view access to Reports can see the Survey folder. I also don't know how to interpret the highlighted text. Does this mean that based on which module a Role has access too will dictate which reports it sees? Testing doesn't seem to validate this? SDReport This role, by
[SDF-82355] Hide "Generated by" in Report
Good Day I was wondering if there is any possibility to hide the "Generated by User" in a report. We send these to our customers and we do not want them to see who created the report. Thank you very much for your help.
Report showing technician assignments
I need to run a report showing how many tickets a technician assigns and to who
IT analytics in 90 seconds: How to effectively audit and monitor your asset inventory
Discover the assets that have not been scanned to ensure a thorough catalog of your help desk's assets using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Report on time spent on worklogs across requests, problems, projects, changes
Hi, I want to create two matrix reports showing me how my team spend their time (the worklogs they create). First I would like to see the time categorized by "Category", no matter if it was a request, problem, change or project (I know projects doesn't have categories, which they should, but let's leave it blank in that case). Then I would like another report where the time is categorized by Problems, Changes, Incident requests, Service requests, and Projects. I would like the reports to only include
ServiceDesk Plus Professional - Custom categories are not included in reports and widgets
We recently expanded the list of categories to better represent the work we perform. The new categories and subcategories are not available in the reports wizard, only the original default categories are. What must be done to make the new active categories available to the reports wizard? Your Version: 10.5 Build 10511 Latest Version: 10.5 Build 10511 License Type: Registered Version Product Edition: Professional
Template usage report - PostgreSQL report
Hi, With regards this thread https://pitstop.manageengine.com/portal/community/topic/report-on-template-usage Would you be able to provide the same query for PostgreSQL please? @Database Name = PostgreSQL@ @Database Version = 10.5@ @Current Build = 10504@ @32 / 64 bit installation = 64@ Thanks, Stewart
Purchase Request Report - All Inclusive
Good Afternoon! We would also like a report for Purchase Requests, but we will need it to be all inclusive. Our version is 10.5 and Build is 10511 and we use PGSQL (On Premise). Purchase Request # Priority Created By Status Created Date Subject Cost Center Description Training/Conf. Start Date Training/Conf End Date Travel Start Date Travel End Date Attendee(s) Location Benefit to be Gained for Attending Additional Comments Item Name Description Quantity Total Total Cost Approved by Approved By Date
IT analytics in 90 seconds: Reduce IT operational costs using analytics for asset management
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Time Report
.Hi. I would like to create a report that calculate the ''lifetime'' of a Service Request, from Created time to Completed time. (count Completed time - Created time) I tried with the Time elapsed but i noticed that it does not include the no working hours and also when the Request status is On hold or Waiting for requester the time in Time elapsed does not count. Any help will be gratefully received. Thanks, Panos.
IT analytics in 90 seconds: Derive unified insights by correlating IT Asset Management with Incidents and Changes
Improve resolution times and reduce the impact of downtimes on business by using Analytics Plus to draw unified insights of assets, incidents, and changes. If you're not already using Analytics Plus, download your free 30-day trial today.
report on individual response times
Dear team, I would need a report that lists all individual tickets and their response time.Can you please assist?
Service Desk admin configuration changes audit report
Hello, I want to know if i can perform a query to audit the changes made from SDAdmins please? thanks!
IT analytics in 90 seconds: Three ways to keep your end users happy
Identify various ways to boost customer satisfaction using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: Monitor assets' financial data at various stages of their life cycle
Ensure accurate financial records in your help desk by tracking assets’ financial data through every stage of their life cycle using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
How to copy or make a duplicate of an existing report?
Is there a way to copy or make a duplicate for an existing report? This is very helpful since we can save time when creating multiple reports with only a few filter difference.
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