[SOLVED] Query Report | Add windows version to query
Hello, Is it possible to add the windows version to this query? SELECT MAX("resource"."RESOURCENAME") AS "Asset Name", MAX("product"."COMPONENTNAME") AS "Product", MAX("aaaUser"."FIRST_NAME") AS "User", MAX("deptDef"."DEPTNAME") AS "Department" FROM "Resources" "resource" LEFT JOIN "ComponentDefinition" "product" ON "resource"."COMPONENTID"="product"."COMPONENTID" LEFT JOIN "ComponentType" "productType" ON "product"."COMPONENTTYPEID"="productType"."COMPONENTTYPEID" LEFT JOIN "ResourceState" "state"
[SOLVED] Reporting on Service Catalog Additional Fields
I am working out of a SQL database and am having trouble reporting one of our user defined fields associated with one of our Service Categories as it seems to be sharing the Column Name (UDF_CHAR1). Could anyone direct me to the right table or show me the correct joins in order to report on this field? Thank you
[SOLVED] Total Tickets Resolved including Merged Tickets
Please can I have a report that shows total number of tickets resolved for the previous month per group and the total number of merged tickets within those tickets? I am running Manage Engine Service Desk Plus 9.4 Build 9422 and MSSQL.
[Free webinar] How analytics for change management process can save you millions
Hey there! We're back with yet another webinar on change management. What it's about: To keep up with the cycle of disruptive technological changes, IT organizations need to have a robust change management and implementation process in place. Because, the alternative—not having one in place or having a poorly managed one—has proven to be costly and chaotic for businesses. Join for us a free webinar on How analytics for change management process can save you millions, to learn how analytics
[SOLVED]Not able to add custom column in Availiable column in Service desk plus custom report
Hello Team, I am Not able to add custom column in Available column in Service desk plus custom report. Please help me, Thanks, Subrata
[SOLVED] How is delay calculated on projects and milestones?
Hello, We are reviewing our projects and trying to get a better idea of how things work. We notice some projects show as delayed. I've added a screenshot to help you see what I'm talking about: I can't seem to find in the database any estimations for this project. I don't see anything that looks like a delay. Can you tell me how the project and milestone delays are calculated and where to find them in the database? Thanks! Joanna
[SOLVED] Filter by Request Templates in Report
Hi, is it possible to generate a report where we can see the total number of request created from a certain request template?
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
Request Timespent Reports not calculating total time correctly
So we are finding that when we run the Request Timespent Reports by technician, It is not calculating all of the time spent on a ticket. Take for example a ticket that I dealt with on Friday. We started on it Thursday evening and worked on it throughout the day on Friday with various start and stops in the work log. At the end, I ended up with total time taken on the ticket at 6 hours and 47 minutes. When I run the report, it is only showing the last entry from the work logs when there is obviously
[SOLVED] Query report for roles and permissions & business rules
Hi, I would like to extract list of roles with assigned permissions and also list of business rules. Please assist me with the queries. I'm using MSSQL. Thanks.
[Free e-book] Choosing the right chart for your IT data
Building great visualizations is a lot of work, and often times, quite confusing when you have a multitude of chart types to choose from. To help you solve this dilemma, we've put together an e-book to discuss the different chart types, and when to use them.
[SOLVED] Need a report with "PENDING REQUEST AGE BY REGION"
Hi, we have several "Frequently asked reports" available, but I am having issues trying to create one that provides the Pending Request age by REGION. Is there an option to run this? I have several regions and want to see the age of pending requests. I will need also to create another similar by site. thanks!
Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue. For example, requests parked in on-hold
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
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
[SOLVED]Troubles finding fields
I am looking to find the location of the below fields within the database. This is under a request, and properties. If someone can just point me to the table that would hold this content I will be able to link it how I need it. Thanks in advance.
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', 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.
IT analytics in 90 seconds: Track the efficiency of your knowledge base
Understand how efficient your knowledge base articles and solutions are with the Solution Effectiveness report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
[SOLVED] Export all Requests from database
Hi, We have around 46000 requests which we need to export (to pdf or excel) with all data for future reference. Can this be achieved using Reports or is there any effective way to do this? We are using pgsql and the sdp version is 9.2 build 9238 Thanks Ahamed
worklog for administrative tasks
Hello, I want to track all hours of our technicias, including admnistrative tasks like meetings, holidays, research, etc. How can you track time that is not related to a request, project or problem? I was thinking in creating a task tha says something like administrative work, but I don't know if anyone else has a better idea? regards
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus.
[SOLVED] Technician Ticket Reports
Good Morning, I am looking to report on tickets that have been escalated from one set of Technicians (1st line) to another (2nd Line) and whether they have been closed by the 2nd Line Technicians or if they have been returned to 1st Line. For context I want to report on how many tickets 1st Line Technicians are able to resolve fully themselves without having escalate to others. A first time fix if you will. Thank you
Date Time picker
Is it possible to add secs in date time picker. In the format HH:MM:SS, so that we can calculate time in secs Using personalise option we can change the time but we cannot set the same from date picker. There is a requirement to capture when the incident started and ended in format HH:MM:SS
How to get date in DDMMYYYY format on subject line
Hi, I want to change Ticket number as per my convenience from current format (which is standard one) to new format. This format should have DDMMYYYY with ticket numebr<xxxx>. Now this details should change every day. For a new day format should start from (i.e. 28012019001 and so on) and on next day it should again start from 29012019001. Is there any way to do it ?
IT analytics in 90 seconds: Tracking projects using burndown charts
Track work that's yet to be completed, and predict when your project will be finished using the Project Burndown report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
IT analytics in 90 seconds: Understanding technician behavior
Understand the behavior of your help desk technicians and track trends in their performance using the Technician History dashboard in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
[Free e-book] Seven reasons your help desk needs analytics
Analytics helps spot anomalies, run investigative analysis, and so much more. In this e-book, we have explored the top seven reasons why your help desk needs an analytics solution. Download our e-book now.
IT analytics in 90 seconds: Complying with project targets
Track your performance against your project targets using the Target vs. Actual Milestone Completion report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
The advantages of tracking knowledge-base usage
Think of how much time you could save using a robust knowledge base repository. End-users could approach the help desk, receive automated solutions tailor-made to suit their needs, and resolve their requests themselves. It would cut down on all the phone calls, and emails that flood your help desk. But is self-service only for end-users? Fact is, your technicians or support agents, can benefit greatly using a knowledge base solution. For instance, let's say, I am assigned a ticket to solve network
Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self
Report Request - Merged Tickets
We have this merge request SQL query select Workorderid "Parent Request" , (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 AND CREATEDTIME >= <from_today> AND CREATEDTIME <= <to_today> group by Workorderid We would like to request one that shows the same information but would like to be able to run this against a specific group,
Report from this year to yesterday
Hi! I need to make a report from the beginning of the year until yesterday. How to do it? CREATEDTIME >= <from_thisyear> AND CREATEDTIME < <to_yesterday> - does not work
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
Worklog Report Across All Modules - With Sum
Hi all, I am trying to create a report which will show all worklogs for this week, which includes worklogs across all modules. I also need to get the task title (rather than the parent title), and need to do both a sum per module as well as a total sum for the week. I have used the example given at the link below as a starting point: https://pitstop.manageengine.com/portal/community/topic/worklog-report This is a great start, but I need to further refine it as above (task titles and sum of time spent
I would like to run a report of incident and requests, side by side over a certain period
I would like to run a report of incident and requests, side by side over a certain period
SQL Query for Report Generation
Team - Required query which contain Techs Name , Location i.e. Company Name and City Name , Categories Count i.e. Laptop , Desktop Calls etc for Month or for Quarter . I am using Build Information Your Version : 9.3 Build 9309 Latest Version : 10.0 Build 10000 [Details]
Creating a report that shows current open tickets
Hey guys, I'm looking for a report similar to example 1 that's more condensed and easy to view as a widget. Ideally it would have technician names (from support group Help Desk) and the number of "In Progress" tickets they have rather than each status broken out. Example 1: If all the "In Progress" (not completed) statuses were condensed, this would work great. Example 2: Stock report of technician names with different statuses. We don't use Open much so this isn't quite what we're looking for
[Webinar recording] Launching advanced analytics for ServiceDesk Plus' request history, projects, and solutions modules.
In case you missed our webinar, Launching advanced analytics for ServiceDesk Plus' request history, projects, and solutions modules, here's the recording:
Query to see unused templates in SDP
Hi! Is it possible to create query to unused templates in SDP? Database - PGSQL Best regards, Bogdan
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?
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