requestors with no site report
Hi Support, We've been receiving emails from external email address and this creates the account in the ticketing automatically - but we need to be able to get a report of those that doesn't have sites since it's affecting our reporting. Also why is that they don't merge requestor with the same email address?
Report for Creation to Resolution Time Elapsed
Hello, I'm running ServiceDesk plus 9.2 build 9225 with PostGreSQL and need a report that shows the amount of time a ticket has been open from it's creation to resolution taking business hrs into consideration. Here is what I have so far: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESOLVEDTIME) "Resolved Date", case when (wo.resolvedtime=0 ) then null else TO_CHAR(((wo.resolvedtime-wo.createdtime)/1000
CMDB Help
Hi, I'm currently in the process of trying to evaluate if the CMDB component of ServiceDesk Plus is worth the effort in establishing. There are certainly some querks with it, for example, I've found that I need to use IE when configuring some of the CI Types. These however are nothing to prevent me from using the feature. The biggest struggles I have however are: 1. How do I print the map view? 2. How do I report on an application's dependencies? This last one is a big one. What we would like to
QueryReport for Project Time
SELECT tpr.PROJECTID "Module ID",'Project' "Module" , MAX(pr.TITLE) "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600 "Time Spent",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (MAX(ct.CREATEDTIME)/1000),'1970-01-01 00:00:00') "Time Spent Created Time",rctd.FIRST_NAME "Time Spent Technician" FROM ChargesTable ct LEFT JOIN TaskToCharge tkc ON ct.CHARGEID=tkc.CHARGEID LEFT JOIN TaskDetails tk ON tkc.TASKID=tk.TASKID LEFT JOIN TaskTOProjects tpr ON tk.taskid=tpr.taskid LEFT JOIN ProjectDetails
Local time in report
Hi, I have below query but need it converted to localtime since we use the system in several timezones and have therefor set the timezone for each site. Or version is 9.2 with build 9225 in a PGSQL database. Anyone that can help? select to_char(from_unixtime(wo.CREATEDTIME/1000),'YYYY') "Year",to_char(from_unixtime(wo.CREATEDTIME/1000),'Month') "Month",to_char(from_unixtime(wo.CREATEDTIME/1000),'dd') "Date", sum(CASE WHEN HOUR(from_unixtime(wo.CREATEDTIME/1000))>6 AND HOUR(from_unixtime(wo.CREATEDTIME/1000))
Reporting Question
Hi, With Reports (IT Change Management) is it possible to get the attachment or link to an attachment included in the report ? With all our changes we ask that a file is attached (Could be more than 1) , so is it possible ? Saves opening the Change all the time. A
Issue with Custom Report (filter by Ref. Ticket Number)
Hello, I ran into an issue while creating a Custom Report for tickets that: 1) Were created this year (works fine) 2) Ref. Ticket Number field is not empty I selected the Advance Filter - Ref.Ticket Number 'is not' None The report runs correctly for the first two to three pages but I see a lot of 'Not Assigned' (basically blank field) starting page four. I also did an export to CSV to filter 'Not Assigned' tickets and got the result: Out of 1387 tickets that showed on the report, 1150 odd were 'Not
Report Query - Hard Disk Information
Hello all, Is there a reason for why it is possible to generate a workstation report containing Hard Disk Information in a custom summary report but not in a custom tabular report? Many Thanks, Ryan
API key for Requester
Hi, I activated the "Allow Automatic Generation of API Key" option in Admin -> Self service portal settings. Now where can I find the API key associated to a specific Requester (not technician!)? Best regards, Sutot
Report Window returned instead of Query report results
Occasionally when running a report in Service Desk plus, the report window will show the below instead of actually returning the report results. I usually have to restart Internet Explorer to get this to go away. It is particularly annoying when writing query reports as the query itself is then lost and has to be written again. Running SD+ version 9218 and IE 11
SLA for Responded Time (reaction time) calculated in Operation hours
Dear Support team, I like your products and we use them in our business. But I have one issue with SLA reporting. I have special SLA rules for reaction time of Service Desk team. I'm going to create report query which presents SLA breach for Reaction Time. It can be used for calulation: either column Responded Time (wo.RESPONDEDTIME) or Assigned Time (wos.ASSIGNEDTIME). However it is not based on operation hours. I need something similar to wo.TIMESPENTONREQ - Resolution time) for Responded Time - which
Asset history query report
Is there way to view a users assigned asset history? I'd like to be able to search a user and see a list of what items they've been assigned for instance which workstations they've used or which projectors were checked out to them. I'd prefer to not have to run some type report to accomplish this each time. I know the assets have histories but the users do not. Maybe if there was a way to show relationships that user abc has used workstation 123 and workstation 125. Not just the current one
Report on the TO field
Hi all, Because of an error in a business rule some e-mails have been assigned to wrong support groups. I did not find any filter for the “to” field. How can I create a report showing all requests for which to = aaa@bbb.cc? Best regards, Demetrius
Can't put Tabular Reports on the dashboard
Hello. I have a problem I'm hoping to get some help with. If I make a report, like a Matrix Report, I get a button called "Add to dashboard" so I can see the report easily in my overview. If I make a Tabular Report however, the button is nowhere to be found. I want to add my Tabular Report to the dashboard. It would be much better if the button was always there, but in cases where it couldn't be used it would be greyed out and then, when you point at it, it would tell you why you couldn't use it
Problem with report time
Good Day, everyone! I have a problem with displaying time, when I generated report. Time in report is differed from original time in 7.5 hours. Why and what do I must to do for solving this problem? Thanks for Your expert help!
Report for Technician Login / Logout time for a specific period.
DB : MySQL / MsSQL Tested Build : 8116 Description : The report will give the Login / Logout details for the technicians for the specified time range. Report: SELECT PRINCIPAL 'Technician Name', LongToDate(TIMESTAMP) 'Time', OPERATIONNAME 'Login / Logout' FROM AUDITRECORD LEFT JOIN OPERATIONAUDITRECORD ON OPERATIOnAUDITRECORd.AUDITID = AUDITRECORD.AUDITID INNER JOIN AAAACCSESSIONAUDIT ON AAAACCSESSIONAUDIT.AUDITID = AUDITRECORD.AUDITID INNER JOIN AAAAccSESSION ON AAAACCSESSION.SESSION_ID = AAAACCSESSIONAUDIT.SESSION_ID
Job List
We're planning on using the helpdesk for general maintenance tasks and what I'm looking to do is generate a job list that I can print off and give to our maintenance team. Something that looks a bit like this: Job: 1 Created on: (date) Description: Replace the light bulbs here Job:2 Created on: (date) Description: Fix something else over there From what I have seen so far the reports don't show request details. Is there any way to do what I am trying to achiev?
Barcode Field is missing
Since upgrading to 9224 - the Barcode field is missing from the Workstation / Server Report builder. It does still appear to be available in the "All Assets" module. I also noticed that anywhere I had a duplicate barcode in my asset database, you renamed it. This kind of information would be valuable BEFORE an upgrade is performed. Maybe notification in the ReadMe file? I had a specific use for duplicate barcodes. Below is my weekly audit report that no longer has the Barcode field. Please
Hi, Can someone please share a query which can enlist all the service request approvers !Help Appreciated.
enlist all the service request approvers
The Field of change status
Hi Dears I need to use a filter to find which reqests status changed under 48hrs? which filed i can use for this filter? some requests reopend after changing status and i need to know about all of this Thanx a lot
Peso Maximo de un Ticket
Buen día, me puede ayudar con cuanto es lo maximo que debe pesas un ticket? Saludos
Can anyone help me providing the query to find out Escalation [i.e Want to find out how many ticket transfer from group Service Desk to other different Group]
Hi Experts, Can anyone help me providing the query to find out Escalation Report [i.e Want to find out how many ticket transfer from group Service Desk to other different Group] I am using Version 9.0 Build 9017 and database MYSQL Mohammad Golam Rabbany Proud Customer of MESDP
Unable to generate reports - after updating the service pack
Hello Team, I am receiving the attached error, when trying to generate reports in SD Plus . For your information, I am facing this issue after updating the SD Plus service pack to 9226. SD Plus version : 9.2 Build 9226 Operating System : Windows 7 Professional SP1 - 64bit H/W Configuration : Intel Core-i5 processor, 8GB Ram, 2x1 TB HDD(Raid 1) Regards, Alex L
Incidents Not Updated in 3 Business Days
I need the SQL on how to write a report on incidents that have not been updated in 3 business days (Exclude Saturday and Sunday). Sounds easy enough but with the time format I can't seem to figure it out.
How to delete old / useless reports?
I am an SD+ technician. How do I delete old reports created that are no longer needed? Thanks.
Assets and last logged on user report
We use Service desk + Version 9.2 and i am wanting a SQL/MYSQL query that shows asset name, model and last logged on user - we are wanting to do an audit of all our assets by username. Hope someone can help please. Ian
Add "Contract Type" as a field for reporting
I don't understand why Contract Type is not available as a Field in the chooser or as a filter when running contract reports. It is a standard "out of the box" field from Service Desk. Without that option, I get repeated requests from the Contracts team requiring me to run custom query reports. Is it a feature on the Roadmap?
Problem Report - Include most recent Note date
Hi, Report Request please. Your Version : 9.1 Build 9112 Latest Version : 9.2 Build 9225 [Details] MSSQL. Please can I have the below Problem report amended to also include: Select to include the date of the most recent note on the problem record Where to exclude any record which has had a note added in the last 7 days Thanks in advance, P SELECT prob.PROBLEMID "Problem ID",longtodate(prob.REPORTEDTIME) "Reported Date",prob.TITLE "Title",ownaaa.FIRST_NAME "Technician",longtodate(prob.UPDATEDTIME)
List endpoints with two applications installed
Hi8 Is it possible to create a query which lists all workstations which have two applications installed. As I licensing project I need to determine which endpoints have Microsoft Office 2010 AND Citrix Receiver Enterprise. I've tried the GUI report and it will not bring back anything if I start using AND. Regards Paul
Report AM/PM Incorrect
Reports that are generated have the incorrect AM/PM ... the date is correct however the AM/PM is reversed. For example if a complaint is generated at 11.20 A.M the time in the report is shown as 11.20 PM and vice versa ... The time however is correct in the request details view.. What could be the problem ?
Report Query Required
Can I please have the query for the following report : Details of all complaints that have been Referred to a specific team by a technician. For Example; A technician who has been assigned a complaint , assigns it further to a team (Refer to Printer Team (that is also fed in the system as a technician) ) . I would like a report that shows details of such a complaint. The following field are required: Name of technician initially assigned to Name of team referred to Creation Date Referred Date
Purchase Order from Purchase Request
Signed in as a user that has SDAdmin permissions in the Purchase Request you have the option to create a Purchase Order right there. Signed in as just a Technician but with full rights to Purchase Module this options isn’t there. Chris Trauner Network Analyst
Timezone Problem in Manage Engine
We have set the timezone to GMT(+5) Pakistan Time (Asia/Karachi) from the Personalize Tab and to UTC Islamabad/ Karachi in our Server. The date and time however is incorrect. We have tried solving it through the solution given in : https://forums.manageengine.com/topic/system-time-in-service-desk-does-not-match-server-time-method-of-timestamping-unclear However running the time.bat still gives the incorrect time Any help?
Glossary of Terms
My IT department recently switched to ServiceDesk Plus. I was trying to find a Glossary of Terms that defined the meaning of the available columns in the Reports module. Is there one?
How to create a ServiceDesk Plus age-tier report using Analytics Plus?
How to create an all-in-one Servicedesk Plus request trend report using Analytics Plus?
Incident report with history
Can someone please help me create a query report to show the history on incident reports based on who made the updates?
Automating Reports
We've created a report that will produce information about service tickets and changes made between two dates. As it stands right now we want to automate this so it can be run automatically with a rolling week. So for example we were to run it today (7/5) we would get the report as if it ran with a start time of 6/28/2016 00:00 and an end time of 7/5/2016 00:00. Is there a way to do this? Thanks.
password problem
I am using eval version of service desk plus, i forgot the default username and password how to get access how do I reset the password and know my username
Report for group technicians with age of tickets
I have the query below that tells me each support group and the age ranges of tickets. Is there a way to have each member of the group detailed under the group information with their ticket ages? Also, is there a way to report on task age as well? This is for MSSQL. Thanks. SELECT qd.QUEUENAME 'Group', COUNT(CASE WHEN DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-01-1970 00:00:00'), getDate()) <= 7 THEN 1 ELSE NULL END) '0 - 7 Days', COUNT(CASE when DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000,
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