IT analytics in 90 seconds: Leveraging asset change history to prepare for audits
Monitor every aspect of asset changes to ensure compliance during audits using Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
Extracting Data from ServiceDesk Plus
We've got a very old install of ServiceDesk Plus which has now accumulated so many issues that we have decided a complete fresh start is best. Among the many issues we have are such things as - stuck at build 9400 (upgrade crashes), lots of DB errors, pulls in emails whether mail fetching is running or not. I'd like to be able to migrate some calls and solutions from the old system to the new, while there's an obvious import function there doesn't seem to be any corresponding export function. I suppose
Report Time Analysis
I need a report to extract the time analysis values for each ticket. I would need: N.Ticket Creation date Requester Technician Request Status and the values of the time Analysis Unassigned (How long the ticket was unassigned) Technician (first movement from open to XXXXX) Last thing. As filters I need to put this working time (if is possible) from Monday to Thursday from 8 to 12.30 and from 13.30 to 17 Friday from 8 to 13 these are the data of my Servicedesk Plus Version: 10.0 Build 10021 DB: PGSQL
Create a custom report
Hi. i have to create a custom report about workstations, but i don't know how can i create this report. can you help me? Thanks!
[Webinar recording] Save big with advanced analytics for ServiceDesk Plus asset management
Did you miss our webinar on how to save big using advanced analytics for ServiceDesk Plus asset management? No problem! Check out the recording here:
Report Question
I have the report below which gives me a list of tickets that have not been updated > 5 days. I need to modify it so that it filters specific ticket status' like Project and Problem. How would I accomplish this? select wo.WORKORDERID"Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser
Getting History report
Hi, Can you help me to create a report with the below fields, the most important field is History. These are the fields: - History - Request ID - Create time - Resolved Time - Completed - Time Elapsed - Subject - Description Version : 9.3 Build 9300
IT analytics in 90 seconds: Track non-compliant assets in your help desk
Avoid noncompliance during audits and save big by tracking under-licensed software assets using Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
Report by 30 mins
Hello, I am after a report that shows tickets created by 30 minute intervals by day/week, can I have some advice on how to ahcive this please?
IT analytics in 90 seconds: Boost ROI by tracking the life cycle of help desk assets
Discover cost-effective ways to manage your assets, and increase ROI by tracking your assets' life cycles with Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
[SOLVED] Software Report by Software name
Hi Team, I'm trying to put a report together than lists workstation name, user, last logged in user, warranty expiry and OS where software from a specific manufacturer is installed e.g. SoftwareManufacturer like %adobe% Can someone please assist? We are on 9.4 Build 9417 PostgreSQL Thanks, Aaron.
VIP Report
Hello, I need to run a report on which requester's are VIP's. We are running a PostGreSQL server. Thank you
Query Report with formatted Sections
Hello, I am trying to create a report that has Requester details at the top, followed by request details, asset details, task details, and finally resolution. I was hoping for it to look something like: -Requester Details -Request Details -Asset Details -Task Details -task 1 -task 2 -task 3 -etc -Resolution
[Free webinar] Save big with advanced analytics for ServiceDesk Plus asset management
Hello folks! We are happy to bring you our next webinar on how to save big with advanced analytics for ServiceDesk Plus asset management. Date: July 25, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Agenda Organizations divert a major share of their IT budgets towards purchasing hardware and software assets, so it's important that asset managers make the right purchase decisions, and ensure that assets, once purchased, are utilized to their fullest potential. During the webinar, we'll discuss all the
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.
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
[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.
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?
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
Saving reports locally
Hi team, I was wondering if there is any way that I can generate a report, but instead of sending it via email, save it to my local computer or a network share. My next question would be, that if it is possible, can I then run this on a weekly schedule? Cheers
[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 discuss 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
Technician cannot close ticket
Hi Team, we are facing several tickets that have difficulties to close or resolved the ticket. The support group cannot close the ticket as usual. I have attached the screenshot regarding this issue. Kindly assist us on this matter.
Adding notes to report
Hi I would like to add a column for notes to the below report. Running postgres sql. Thanks SELECT aau.FIRST_NAME AS "Requester", aau.FIRST_NAME AS "Requester", wo.WORKORDERID AS "Request ID", longtodate(wo.CREATEDTIME) AS "Created Time", scd.NAME AS "Subcategory", wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician", wotodesc.FULLDESCRIPTION AS "Description", longtodate(wos.LAST_TECH_UPDATE) AS "Last Update Time", wos.ISOVERDUE AS "Overdue Status" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
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.
Request does not fall under your permitted scope.
Hi ManageEngine, The technician have picked up, added 1st note and edited the status for the ticket. Then today the technician tried to change it to Resolve but can’t because the ticket is still unassigned even though the technician have picked up. After that the technician edit, choose her name and saved but suddenly she can’t see the ticket anymore. Please help to check. Similar issue happened before, is there any step that she did wrongly?
create a report that selects any (random) 10 opened requests
Good afternoon. Сan you help me create a report, that selects any (random) 10 requests that opened on any engineer? I need a report that includes any (random) 10 requests that opened on any engineer. Columns: ID, TITLE, Author, description, Specialists. Thank you
Query open requests sorted by priority on a certain date
Would it be possible to query the total number of open requests on a certain date sorted by priority? Version 9.4 Build 9400
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
Server Drive Space Report
I need a query for ServiceDesk Plus to pull drive space on servers only: Server Name Drive Name (C: only) Drive Capacity Drive Free Space The report should list in order of lowest drive free space to highest. Please and Thanks!
IT analytics in 90 seconds: Why averages don't give you the full picture
A combination of average values and standard deviation helps you spot irregularities in help desk operations. If you're not already using Analytics Plus, download your free, 30-day trial today.
[Free webinar] Busting the Analytics Myth: Can Analytics really help you improve help desk processes?
Hello folks, Join us for a session on May 23, 2019, where we put analytics to the test and answer the following questions: Can analytics offer new insight into your help desk? Aside from basic help desk reporting features, what else does analytics have to offer? Does analytics have any role to play in defining your help desk strategy? Date: May 23, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Click here to register. Don't worry if the webinar timings don't work out for you. Register anyway, and we'll
[Webinar recording] How analytics for change management process can save you millions
In case you missed our webinar on, How analytics for change management process can save you millions, here's a recording of the session: If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial version. You can also check out some of our earlier webinars, here.
Report needed: Requests created based on template name for the current month
I would like some help getting a report created that shows all the tickets created using a specific template that we have on site. Build: 9.2 Build 9211 Database: MSSQL Thank you in advance.
Why tracking customer satisfaction alone isn't enough
Today's help desks are entirely customer centric, and everyone from technicians to managers play their part in making sure customers remain satisfied with the services delivered. Technicians constantly look for ways to provide swift and high-quality solutions. IT managers play their part by keeping a close watch on metrics that directly have an effect on customer satisfaction. These metrics include first response time, request resolution time, service delivery time etc., A more direct approach to
Custom Report
Hi, I am fairly new to SQL. And i would like to create a custom report as I am unable to create this report with the wizard. Report should be of all workstations, where the Asset State is Expired. The report should contain the following columns. Asset Name, Service Tag, Manufacturer Model Acquisition Date Purchase Cost Warranty Expiry Date OS
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:
[SOLVED] Report of roles and permissions
I need a in a matrix report showing all the defined roles and their corresponding permission
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