Report Filtering on Dates & Hours?
Hello, right now I run a customized weekly report that tells me the metrics for closed tickets by my technicians for the week. Ours is a little odd in that the cut off of each week begins/ends on Wednesday at 14:00 local time. But our report only provides me the ability to date range by days, not by hours. Does MESD reporting actually have the ability to drill down by hour or am I stuck with date range filters only? Thank you.
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Need report on a technicians using a license
We are trying to manage our license usage and I'm having a bit of trouble getting a report on technicians who are using a license. I can't seem to find which field in the database indicates this. I have several technicians built for notification purposes only and have occasionally disabled the login for a technician that doesn't use the system much when bringing on a new tech. I need to get an accurate report on that.
Hello I'm looking to build a report that will show upcoming sla that are about to violate.can you send me the query that would help with this. Build 9.3 Build 9304 database Postgres
Upcoming SLA breaches
Scheduled reports with no data
I like to create scheduled reports that go out periodically for various things and i was wondering if it was possible to suppress reports that contain no data so i am not spamming people with scheduled report emails for empty reports that contain no data. I have tried adding "No data available to generate the report" to my spam filter hoping it would catch the outgoing report and block them but that did not work.
Report
hi i need to create report like this (see attachment). if its possible please help me. i need to make this report from all saturday to friday .
Editing a Timespent Report
Hello, I would like to add the columns Task ID and Task Group on the Timespent Report, is it possible ? Thank you.
query report createdtime
hi i need to make query report from 2017 -10- 14 to 2017-10-20 how write this in report ?
Accessing Service Desk Plus Postgres from Remote
Hi Support, Can you advice how to connect Service desk DB from remote on windows? What is the default username & password for postgres since no prompt during installation?
Maximum Custom Reports?
Hi guys, I already created 10 custom reports and are already distributed to several Dashboards I created, on the 11th custom report, I could not see it in the Edit Dashboard and even when I click the button Add to dashboard, the Add to tab in Helpdesk says "Not available" Please see screenshots. Please help, I want to create several Dashboards for several Sites/Support Groups. Thanks
SDPlus - how to report by user group?
I've created users groups with filters based on incoming emailID so that I can group requests from different clients. But I don't see "user group" as a column in the custom report module. Is there a way to report by "user group" ? Thanks David
Reporting - Restrict Access
Is it possible to restrict access to the reporting module in SD 9320? I can't seem to find an option. We don't want all users to have access to the reporting side of things.
Report by Template Type
I am trying to generate a report of all requests based on template type. We have an extensive service catalog with many request types. For our annual SOC2 audit I am going to have to be able to generate detailed and summary reports by template type. Can anyone show me how this could be accomplished? I've looked at all of the various sample reports and I can't find one that allows me to add this default field to the report.
SDP Scheduled Reports do not run
Hi, I'm having an issue with scheduled reports where i can set up a schedule, it shows when it is supposed to run, but they do not ever run on the schedule. They may send one time, but this is it. Running 9306.
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
Worklog summary on all modules
Hi! I found and modified a very good script for summarize the work for a technican in the different modules. I would like to have a summary at the end. Is it possible for you to help me with that? The things you need top change for "your" wanted output is the technicans name and the date range: FIRST_NAME='My Firstnamn and my Surname' <from_thisweek> AND ct.CREATEDTIME <= <to_thisweek> Thanks in advance! SELECT ISNULL(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", MAX(ISNULL(wo.title
report to see who picked up a ticket
Is there a query to get a report to see who in my Helpdesk support group has picked up a ticket within the last week? MSSQL is our DB thanks!
Monthly Incident and Service Request counts
Hi, Is there a MSSQL query that can show the total amount of Service Requests and Incidents (separately) for the previous month? Thanks
hi anyone can help me ?
i need to make report like this *(see attachment) is it possible ? its very important for me please help me
Time Spent Reports & Ticket Aging
Hello, I'd like to have the following information, but having a hard time extracting the details: Time Spent: Average Age of tickets when marked resolved across all tickets for this month. (I just need a single number, not broken down by technician or category) Eg: Average for July: 22 hours August: 31 hours Ticket Aging: # of tickets that were resolved this moth that were open: < 1 hour < 4 hours < 1 day < 2 days < 5 days 5+ days CURRENT tickets with the same values as above: < 1 hour < 4 hours
Tickets were technicians have unassigned themselves
Is it possible to produce a report to show where tickets that are assigned have been "unassigned" and put back into the queue for someone else to pickup? For example, in a ticket history, it may say something similar to this: Request Updated by John Smith Technician changed from John Smith to None I need to report on all such tickets. Thanks.
Report creation to show days.
Hi, I am creating the following report, however I need another column at the end which shows the days it has taken to resolve and also another report which has the hours taken to resolve. So: - Response days = Respond date - Created time, - Response Time = Respond date - Created time, SELECT ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", TO_CHAR(((avg(wos.assignedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg Assigned Time", TO_CHAR(((avg(wo.resolvedtime)-avg(wo.createdtime))/1000
Vendors Used this year
Hello all, I have made a SQL statement to list all our vendors and the last time we used their service. The business has now requested to only show the vendors from this year. My statement still shows all vendors but if they have not been used this year the date is 'Not Assigned.' What am I missing to filter this out? select sd.name"Vendor Name", apa.DOOR_NO"Address", apa.STREET"Address2", apa.CITY"City", apa.STATE"State", apa.COUNTRY"Country", apa.POSTALCODE"Postal Code", LONGTODATE(Select max(po.DateOrdered)
Data connection to Excel
hi i'm trying to connect excel to SDP's database. I managed to setup the connection on excel but i am now presented with a window in excel requesting to Select Table now, there are 100s of tables there and i am not too sure what to select. what i need basically is an entire dump of all my tickets in excel which i can refresh as and when i need it. So table so i select?
Requester Report
Is there a way to run a report on requesters and include any additional fields for requesters?
Ticket count for Requester change by Site
I want to create a report for "Ticket count for Requester change by Site". It would be great if someone could help me out. Many thanks. -SDP 9.3 Build 9317 -PostgreSQL Henry
Ticket count for Requester change by Site
I want to create a report for "Ticket count for Requester change by Site". It would be great if someone could help me out. Many thanks. -SDP 9.3 Build 9317 -PostgreSQL Henry
Report Request - Technician Update Summary
Hello, I would like to be able to run a report that shows a summary of a technicians work for the day, so something like the below: Technician Group # Logged # of Notes Added # of Conversations Added # of Work Logs Added Total Time Spent Is this possible? I would like to be able to change the period I'm running it for. Database Name = Microsoft SQL Server Current Build = 9311 Many thanks Lisa
Report Time Spent
Hello! We want to make a report with TimeSeries Chart. My custom report: And I can`t change "Count of", there is only "Request ID" And after that I have a chart: But there is only count of worklogs on a chart on Y at month. But I need count of hours and minutes at month. How I can do that? We use POSTGRESQL and SDP 9.3 Build 9317 Thank you!
Scheduled report problem
Hi, Could I get some guidance on how to fix an issue please. We have a report that we have scheduled to run. I have modified the report but the schedule will still run the old version of the report. I have already deleted and recreated the schedule several times. How do I get the schedule to use the updated report? Thank you.
Relatorio - chamados fora do SLA
Alguem tem um relatorio que gere todos os atendimentos fora do SLA?
System-wide time spent report
Hello, I would like to create a custom report to gather all worklogs across all modules by technician. Are you able to provide a sample query for this? We are running PGSQL. Thanks, Dallas
Query script
I need a query script that can allow me to see the Technicians that have logged into the SD Plus Enterprise in the 1. last 5 years 2. last 3 years 3. last year Please send your response to folait@folait.co.za Regards
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
How to load the conversations in a report
I need to create a report with the conversations or the last conversation/answers charged to the cases
Couple of questions regarding Reports
Hi, I have a few questions about some of the available fields in the Custom reports. 1) "Pending Status". This appears as either True or False. I viewed a ticket where this was set to "True" and its status was "On Hold" therefore I assumed that if Pending Status = True, the status of the ticket is "On Hold". However I then opened another marked as true, and it was "Open". Does Pending status basically mean the ticket is not Closed / Resolved, or does it mean something else? 2) "Time Elapsed".
Add Avg Summary to Query Report for % Complete of total Project
I know this works in "Custom Report" but I can't get it working in a Query report (which I needed due to the specific project reporting required). Here is my report as is: SELECT projdet.TITLE AS "Project Title", taskdet.TITLE AS "Task", taskowner.FIRST_NAME AS "IT Staff", longtodate(taskdet.SCHEDULEDSTARTTIME) AS "Scheduled Start", longtodate(taskdet.SCHEDULEDENDTIME) AS "Scheduled End ", longtodate(taskdet.ACTUALSTARTTIME) AS "Actual Start", longtodate(taskdet.ACTUALENDTIME) AS "Actual End",
Report
I'm trying to run a report for ALL Technicians separated out by how many they have closed that month. Am I missing this? I've tried a simple matrix report and can't get it to run.
Query with DATETIME Columns
Hello, We have a query that returns multiple DATE/DATETIME columns from our ServiceDesk MSSQL database. We have set the "replace empty value as" in the settings to return "Not Assigned", but it doesn't return that value for our DATE/DATETIME columns with empty values. Instead the values are just blank... Are empty values only replaced when the column is a string data type like VARCHAR/NVARCHAR or am I just missing something? Please let me know if you need more information. Thank you!
The link to a user poll does not work
Hello. In the message by mail, the user does not receive a hyperlink Example message in Russian Уважаемый, Илья В. Макаров, Пожалуйста, помогите нам сделать наш сервис лучше. Ваше мнение важно для нас. Просим вас уделить не много времени и ответить на несколько вопросов. SurveyLink Спасибо, Команда технической поддержки LIME In the configurator, this link is written - http://helpdesk.lime-shop.ru:8844/%3Ca%20href=%22$SurveyLink%22%20target=%22_blank%22%3ESurveyLink%3C/a%3E and Уважаемый, $RequesterName,
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