Field Usage
Hi, Is there a way of quickly identifying what fields are used on what templates? Database Name = Microsoft SQL Server@ Database Version = 10.50.1600@ Live Build = 9415 Test Build = 9423
[Free webinar] Launching advanced analytics for ServiceDesk Plus request history, projects, and solutions module.
Hey there, We just released Analytics Plus version 3950 that offers out-of-the-reports for ServiceDesk Plus request history, projects, and knowledge base modules. In line with the new release, we've come up with a webinar to help you get familiar with these modules, and to demonstrate how each of these modules can help you better manage your help desk. During the session, we'll discuss how to, Get an accurate view of request timelines and spot actions that delay resolution. Better plan and manage
resolved report
Hi I am looking for a report that I can report on who resolved or closed a request. I have got a report but I also want to select the date rang for the report. The report that I have only show the resolved request that are created in a date range. So basically I am after who resolved what this week or last week or specific date rang. The below is the report I have but is only showing the created requests. select wo.workorderid "Request id",(re.first_name) "Technician", case when woh.operation='RESOLVED'
Understanding the impact of assignment time on your ticket resolution time.
Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time. The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too
[Webinar recording] 7 reports that will change the way you manage your help desk
In case you missed our webinar, 7 reports that can change the way you manage your help desk, here's a recording of the session.
SDP Report Query for audit history by changes
Morning, I'm new to this forum so I hope that this is the correct section for this question. Where or how can I get the query used in reports for audit history by changes?
report: Technician and roles assigned
I would like a report listing the technician and all the roles assigned to them. Please let me know Thanks you
Launching advanced analytics for ServiceDesk Plus ticket history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of the latest version of Analytics Plus 3950. This release introduces out-of-the-box analytics for the following ServiceDesk Plus modules: 1. Ticket history Closely track your tickets from start to finish. Get visual clues into the number of times a ticket was reassigned, and use this information to identify bottlenecks in your ticketing process. 2. Projects Take complete control of your IT projects from planning, resource
Query Report Group changed from to
I need a query report showing the below Request ID Requester Request Status Subject Createdtime Performedby Operationtime Group Changed From Group Changed To thank You
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. Sign up for a personalized demo.
SDP data integration into BI - Where to find information?
Hi there, we're working on integration of SDP data into our BI software and our dba is asking: - where can I find the information about the real ticket total resolution time, only considering working days/hours (8 hours/day and 5 days/week)? - where can I find information about Technicians scheduler entries? we're on SDP 9.4 Build 9415 and Postgres Thanks a lot in advance alessandro
[Free webinar] 7 reports that will change the way you manage your help desk
Today's help desks generate so much data that without the right reports, it's impossible to get any useful insights from it. This is why we're offering a free webinar to discuss important help desk reports that are guaranteed to inspire and impact your management decisions. In this webinar, you'll get answers to key help desk questions, such as: 1. What's impacting SLA resolution times? 2. Why aren't customers satisfied? 3. Why are technicians frequently rerouting tickets? Date: October 18, 2018
IT analytics in 90 seconds: Technician leaderboard
Motivate your help desk technicians to perform better using the technician leaderboard in Analytics Plus. Click the button below to sign up for a personalized demo.
Time spent report on associated with projects requests.
Hi All! Could you please help with report that will show time spend by technicians on associated with project requests grouped by project id? Regards, Bogdan
[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
All tickets sorted by hour
Hi there, is it possible to get an overview for all tickets created, sorted by hour. So that I get a table from 0AM to 12pm and the sum of all tickets to every hour. Thanks in Advance. Florian
Add Employee Name into a tabular report.
We're trying to run a report on all access that was removed with in the last 60 days. I've ran the report and can see the requests for each event, however it does not include the Employee name (without opening each hyperlink). Is there a way to add employee name as one of the columns shown in the report? The current report query is: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject" FROM WorkOrder wo WHERE ((wo.TITLE LIKE UPPER('%Please remove all Access to Systems and Facility%')) AND
[Webinar recording] How to implement continual service improvement in your help desk - Part II - SLA compliance
Here’s a recording of the second part of the three-part webinar series on implementing continual service improvement in your help desk using analytics. To register for part III of this webinar series, click the button below. Click here to view the recording of part I of the webinar series.
IT analytics in 90 seconds: Keyword cloud report
The keyword cloud report gives help desk managers a glimpse at areas that need their attention. Click the button below download a 30-day free trial of Analytics Plus. To download ServiceDesk Plus, click here.
[Webinar recording] How to implement continual service improvement in your help desk using analytics - Part I
In case you missed the first part of our three-part webinar series on implementing continual service improvement in your help desk using analytics, here's the recording. To register for parts 2 and 3 of this webinar series, click the button below.
Decoding pending help desk tickets using Analytics Plus
Tickets in any status other than 'closed' can be categorized as "pending". These include unassigned, on-hold, and open tickets that are being worked upon by technicians. Pending tickets are a little complex to understand because each help desk has its own way of categorizing them. A classic example is marking tickets as 'resolved' and not 'closed' after answering the customers' question. Some help desks follow this practice to ensure that the customer is completely satisfied with the technician's
Very Total time spent
Is there a report for really total time spent by each Technicians on Requests, Projects and standalone Tasks? we're on SDP 9.4 Build 9415 thanks alessandro
Table Aliases
have this query for ServiceDesk Plus 9.4 and mssql 2014 having trouble finding the table aliases: can someone please help ELECT [CI].[CINAME], [ChangeDetails].[CHANGEID], [ChangeDetails].[TITLE], [ChangeDetails].[DESCRIPTION], [ChangeDetails].[COMPLETEDTIME] FROM [ChangeDetails] LEFT JOIN ChangeToCI on ChangeDetails.ChangeID = ChangeToCI.ChangeID LEFT JOIN CI on ChangeToCI.CIID = CI.CIID order by [ChangeToCI].[CIID] Thank yoiu Rich Gruenfelder
IT analytics in 90 seconds: Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with your free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
IT analytics in 90 seconds: Request reopens
IT analytics in 90 seconds: Request reopen rate is one of the most overlooked metrics. Learn why it’s important to keep track of it.
Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture. To illustrate why you need to track
IT analytics in 90 seconds: Request age tier
Are you still relying on request resolution averages? Watch this video to see how request age tiers can give you a better sense of resolution times using Analytics Plus. Get your free 30-day trial now.
Ticket reopen rate: The metric that you're probably not tracking
Reopened tickets are a matter of serious concern for help desk managers because it can mess up technicians' current work schedule and put them under additional pressure. They also negatively impact daily resolution target and pose serious threats to SLA compliance. Which is why it's important for help desk staff to closely monitor reopened tickets and keep the numbers in check. However, looking at the number of reopened tickets alone will not give you the full picture. To understand its true scale
Daily Report on Time to Assign / Respond / Close
Hi, I'm looking to create a report which runs daily and shows results for yesterday with; Time to Assign, Time to Respond, Time to Close in hours, also showing an average. Filtered by Incidents Only and Level is Complexity 1 Only is this possible? Currently on 9.4 Build 9409 using Postgres Many thanks, Aaron.
overall summery report by company
hi , I'm looking for the same query for each company .. version : 9.3 Build 9334 thanks SELECT count(wo.workorderid) "Total", count(case when std.statusname='Assigned' THEN 1 ELSE NULL END) "Assigned", count(case when std.statusname='Resolved' THEN 1 ELSE NULL END) "Resolved", count(case when std.ISPENDING='1' THEN 1 ELSE NULL END) "Pending Requests" , count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='1') THEN 1 ELSE
Report for software change in month
Hi, Can i get report of software instaled and uninstalled in month. I saw it in Detailed Audit Trail Reports but i could not export to excel file. Thank you, Khanh
Convert query to show minutes and Seconds
Hi. I have this query that works well in showing the time between 2 statuses. I am running into discrepancies, where the system is round the minutes. Is there a way to modify this query to show Hours, Minutes, and seconds? The query is in MSSQL. Thank you very much. Dave SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",LONGTODATE(wo.completedTIME) completedTIME, woh.OPERATION "Operation",LONGTODATE(OPERATIONTIME) OPERATIONTIME,scd.NAME "Subcategory",icd.NAME "Item",ti.FIRST_NAME
Looking for PowerBI or Tableau dashboard template
Hi, I am looking PowerBI or tableau dashboard template to generate SDP MSP report. does anyone have test it successfully to poll data from SQL database under SDP MSP? thank. you.
error when running the following query report
When recently updated our Servicedesk to Build 9414 and now we get an error when trying to run the following query report. Query: 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" , LONGTODATE(MD.Createddate) "Milestone created time" , LONGTODATE(md.Scheduledstarttime)
Report Required
Hi, Can you create a report with the following detail: a. Ref no b. Raised by or reported by c. Date (reporting/creating date) d. Subject e. Type of ticket (bug, enhancement, access related, user knowledge gap or others .. whatever headings available) f. Assigned to g. Date assigned h. Date attended i. Updates (activities and date) j. Last update (person and brief) k. Resolution Thanks, Tracy
Project Report - Revision
A while back, you gave me a query for a formatted Project Report. I need something very similar, but I need to show all statuses for Tasks, Milestones and Projects; the one that was given to me currently only shows me Open/Held ones. SELECT projectdet .PROJECTID "Project Id", projectdet.TITLE "Project Title", projectstatus.STATUSNAME "Project Status", projectowner.FIRST_NAME "Project Owner", longtodate(projectdet.SCHEDULEDSTARTTIME) "Project Schedule start", longtodate(projectdet.SCHEDULEDENDTIME)
Report help - Reassigned tickets
Apologies if this in an obvious question and has been asked before. I'm guessing this will require some kind of query based report. I would like be able to report on a tickets history, showing which groups it has been reassigned to along it's journey. The report would have to show tickets that have been created Last Week, and then all the times the ticket has been reassigned to another Support Group. I'm only interested in tickets that were assigned elsewhere by a particular Support Group, so
report on running work timer
Hi, I'm trying to create a report that shows us any tickets for a particular technician whose work timer is currently running. Sometimes techs tend to forget to stop the timer. I'm trying to find a field/property that would show me whether or not the timer is running, but had no luck so far. Is it possible at all? Any suggestions would be greatly appreciated. Thanks Martin
Timezone for all requesters.
Hi, Is there a way to update a query for the requester's list to update timezone like this URL. Please find the queries given below to change the timezone for all customers. From the result of first query get the timezoneid and replace it in the second query instead of timezoneid = 615 1) select * from timezonedefinition where displayname like ‘%Israel%’; 2) update sduserprofile set timezoneid = 615 where userid in (select technicianid from helpdeskcrew); Thanks, Pramod K
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