Report showing calls resolved with a time period
We have shift teams that work 7am to 7pm and 7am to 7pm. I would like a daily report that allows me to see how many calls were resolved in this period for the Resolver Group. e.g. calls closed from 7am to 7pm today and calls closed 7pm yesterday to 7am today. Thanks
Report request
Hi, The question has been ask around a report that is created that shows the # of "conversation" that have taken place per request. Would this need to be a report script or would it need to be done by a third party system...say like Tableau (that is the system my company uses) If it is by a script, could one be provided? Thanks in advance Cathy
Mail count
Hi, We would like to know the volume of outgoing email in servicedesk plus within a period, is it possible to have that qurery. We're using MSSQL. Thanks, Jedidia A.
Requests queue by users
Hi, since we migrated from pay licence to free licence on SDP, our users cant see their new requests on the SDP portal. It's showing only the old ones But there is more requests from this users. Is this a licence limit?
Query - SQL error? (postgressql)
Hi I'm working on a query, but have hit a wall when only halfway there. Can anyone tell me please why this works: SELECT aau.FIRST_NAME AS "Requester", COUNT(*) as "Total" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID WHERE (wo.ISPARENT='1') GROUP BY "Requester" But this: SELECT aau.FIRST_NAME AS "Requester", COUNT(*) as "Total" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
SQL Query To Find Resolved Tickets Without Worklog Details
Hi all I'm trying to create query finds all missed worlog details. I need to ensure worklog details is exist before close "resolved" tickets. Thanks a lot
Query Report
Hi Dears in last i request a a query report with this link https://forums.manageengine.com/topic/query-report-2-2-2016 and i want to add a technician who has closed the request in this report. Thanx
Report Field Problem
Hi, On a custom report under the "Reports by all Requests" we are able to see report in English Language with "Request Status" field. But we are not able to see same report with Request Status field in Turkish language mode. However we are able to see report in Turkish language when we remove the "Request Status" (İstek Durumu) field from Custom Report - Edit - Display Columns. We will be glad to help us on generate report with request status field in Turkish language? Best Regards,
Can someone tell me what table and field a users username & email is stored in?
I was able to find it in the UserAccountInfo table, but that is tied to workstations. I need it related directly to the userid in AAAUser. Thanks!
Report Date issue
I think I asked this before but not sure if I got answer. How do I change the date format in Reports? Unless you are solely targettting this product to countries where they use MMDDYYYY format, you should not use fixed formats in your database. (there is also fixed dolar sign somewhere! think it is in contracts) All report dates displayed as: MMDDYYYY format, I would like to change it to: DDMMYYYY Efem
Report with hyperlinks to approvals
Is there a way to generate a report to show the pending approvals with hyperlinks to the approval request? We are using MSSQL as a back end, and I am trying to create a database application to send each pending approver a list of approvals they have pending. I want to accompany each item with a hyperlink they can click on to approve. Thanks, Dave
Method to know when all tasks closed
We recently implemented a process for service requests that assign tasks to each technician involved in the process of user administration in order to maintain just one ticket. I have it set that each technician is notified via email when they are assigned their tasks - they complete it and then close the task. I have also set it so that all tasks must be closed before the request can be closed. I need a means of knowing when all tasks are completed and closed that preferably does not involve
Filter groups in aging request report
I need a way to filter multiple departments in an aging request report. For example, I would like to see all the the aging requests in Support and Billing. Here is my query so far: SELECT "Department", "<30 Days", ">30 Days", ">60 Days", ">90 Days", ">120 Days" FROM (SELECT wof.UDF_CHAR6 AS "Department", COUNT(CASE WHEN DATE_PART('day',now()::timestamp - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)::timestamp) < 30 THEN 1 ELSE NULL END) "<30 Days", COUNT(CASE WHEN DATE_PART('day',now()::timestamp -
Scheduled reports not generating
We recently upgraded to 9.2 Build 9217 we had reports that were scheduled to run daily and weekly since the upgrade the reports are no longer being delivered is there something we need to change so that the report will start generating again?
Reporting
Hi, Is there no way to connect an excel spreadsheet to SD Plus database and use pivot table to create reports within Excel. I am finding it very limiting and time consuming to generate reports every single time and adjust them manually when exported wheres in Excel pivot table, I can just select the property and then value to get the data in real time. Hopefully someone will know a better way to generate reports from SD Plus and can assist me.
Report Request - Requests linked to a problem
Hi, I'd like a report of problems and any requests linked where the output looks similar to the following: Problem ID Created Time Request ID Created Date Technician 1 01/01/2016 1 01/01/2016 Technician X 1 01/01/2016 2 02/01/2016 Technician Y 1 01/01/2016 3 03/01/2016 Technician X 2 05/01/2016 4 04/01/2016 Technician Y 2 05/01/2016 5 05/01/2016 Technician X 3 10/01/2016 6 10/01/2016 Technician Y 4 15/01/2016 Not Assigned Not Assigned Not Assigned 5 20/01/2016 7 20/01/2016 Technician Y Is this possible?
ServiceDesk doesn't credit the work log details properly to cases with multiple technicians in reports.
ServiceDesk doesn't credit the work log details properly to cases with multiple technicians in reports(We have a weekly report of all the activities for the week). We can see here that "Kh" received all worklog credit, even when "CE" worked part of it. http://i.imgur.com/gmO2YDW.png
Scheduled reports: how change the owner or admins can see all reports
Hi, we have a big problem with scheduled reports, a big number of them was created by various users and when we need to edit them only the original user can see this reports, we need, at least, admins can access and edit this reports. There is a way to do that? Regards HOliveira
Export Support Groups and all Technicians
Hi All, I was wondering if someone would be able to help me with queries to run a couple of very simple reports. 1 - Just looking to export a list of all Technicians, also showing the default columns when you browse to the Technician list in the tool. I had a search on here and also tried to look for an option on this page in SD+ but couldn't find a way to do so. 2 - Export a simple list of all support groups. I had a search on the forum for this also but couldn't find one that was applicable.
SDP Connectivity issue
When trying to get the ticket details i am getting Received fatal alert: handshake_failure. My url looks similar to this - https://a.b.c.d:80/sdpapi/request/1234/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=xxxxxxxx. Help me on the same. Regards, Praveen
Report returns deleted requests
Hi, I genreated a custom reports which should return all reuqests in the system - slected all fields with no filters. The report returns 36 requests which I know they were deleted before the system went live. (I also deleted them from Trash). When I search for the request ID of these requests I get an error: Request does not fall under your premitted scope. So you are not authorized to update he same. Would appreciate your help on this. Thanks, Miko
Report Request
Hi, Report help please - Your Version MSSQL : 9.1 Build 9112 Can't get my head round the date functions. I need 2 columns adding to the below report: Days Since Last Tech Update (todays date - last_tech_update) Days since ticket logged (todays date - createdtime) Preferably these 2 columns would return a whole number, rounding down. Thanks very much in advance SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", qd.QUEUENAME "Group", scd.NAME "Subcategory", icd.NAME "Item",wo.TITLE "Subject",longtodate(wo.CREATEDTIME)
Report Join Requests, tasks, and project Tasks
I would like to have a report that shows all the Requests, incidents, tasks, and project tasks created yesterday. This will be a daily report emailed to me at 1am for the previous day. Requests Request ID, Request Type, Requester, Created Time, Category, Subcategory, Item, Subject, Created By, Technician, Resolution, Resolved Time Tasks Task ID, Title, Project Id, Project Title, RequestID, Request Title, Created By, Owner, Module,Task Status,Task Type, Group We are currently on SDP 9.2 Build 9207
Open Tickets by Day report (Schedule by technician)
I would like to create the following report, and schedule it weekly. Is it possible to run it by individual technician name, so I can schedule a report for each tech to receive? select wo.WORKORDERID"Request ID", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", DATEDIFF(day, dateadd(s,datediff(s,GETUTCDATE() ,getdate()) +(wo.createdtime/1000),'1970-01-01 00:00:00'),GETDATE()) "Days open" FROM
Report to show requests per hour of the day
I need a report to show requests per hour of the day for a filtered date range. So I can ensure that I have adequate technicians available during the day. E.g. 24 columns (1 for each hour of the day) showing total requests made and the ability to filter for the previous month or any date range.
Report showing hard drive usage
I would like to create a report that shows each laptop, the total hard drive size and the amount used. I'm changing our computer standard to SSD and could use this information to decide what size SSD drives to purchase.
REPORT: Counts of tickets based on highest priority set (ie priority history)
Our ticket handling strategy allows priority to be changed over the lifecycle of a ticket (example: moving a ticket from Critical to High). I would like a report that shows the highest priority setting applied to our tickets (incident and service requests). Example: TICKET --- HIGHEST PRIORITY SET --- SUBJECT --- DESCRIPTION --- ETC... Ticket123 --- Critical --- Broken printer --- Printer1 is not working --- Ticket23 --- High --- Upgraded monitor request --- I need a bigger monitor --- Ticket43
Report column consistency
I have a report which shows number of calls per agent by request mode. However if for a reporting period there were no calls logged by a particular request mode or by an agent the column or row does not appear on the report. Because I export this report and it is combined with data from other sources I need the data to be consistent. Is there a way to achieve this? Hopefully the two data sets below show what I mean: This one has data for all techs (nobody was on holiday! and those are not their real
Report with notes
Hi Dears i need a report of all requests with notes but i need to set period of time and group and status for filtering a requests; I need these fields in my report : Subject Request ID Requester assigned Technician Request Status Created Time Resolved Time Completed Time Responded Date Request Mode Description Notes Im using 9.1 servicedesk plus SQL server so Thanx
Custom Query Summary Report
I am working a custom query to create a Monthly Summary Report to include the following. Count of Open Request Count of Closed Request Count of Calls Exceeded SLA Count of Calls Within SLA % Calls Exceeded SLA % Of Calls Within SLA Filter criteria - Created Time = Last month Advanced Filtering - Group "is not" "Department1", "Department2" Here is what I have so far. The query works, but I need to apply the filters to not have a hard date and to filter out other departments. select sum(case
Err: Database creation failed. Stopping the Server. Please refer logs for more information.
Dear Team, Can you help me, I can't run my Manage Engine. Error prompted: Database creation failed. Stopping the Server. Please refer logs for more information. My OS is Ubuntu 14.04. ME Last Build 7022. ---- /home/data1/ManageEngine6008/ServiceDesk/bin ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/data1/ManageEngine6008/ServiceDesk JAVA: /home/data1/ManageEngine6008/ServiceDesk/jre/bin/java JAVA_OPTS: -server
Tasks on Safari crashes the window
When you go to create a new task off a ticket in Safari it will crash the tab.
Ciustom Report for Asset Management
Hi, Can someone please provide me custom query report for asset management that has the following Asset Name User Department Company Site Asset State Version 9.2 Product Enterprise 9202 Database SQL: PostgreSQL Thank you in advance
Custom report Discrepancy Values
Dear Team, This is to bring to your notice that when i generated a report for Jan'16 - May'16 the records shown is 5000. When i generate the report individually as shown in the screenshot below the total records is 11184. Let us know why the discrepancy in reporting. Jan16 to May 16 Fnd the Attachment Jan16 Fnd the Attachment Feb16 Fnd the Attachment March16 Fnd the Attachment April 16 Fnd the Attachment May 16 Fnd the Attachment Below fields are selected for both cumulative as well as monthly report.
Task Call unable to take report
Hi Team, Advanced thanks to you. We are raising the task and closing, but we are unable to take report. Please help me how to prepare report for task. Bala Prudvi
Catalog Services and SLA
Hello guys I have this query: SELECT CategoryDefinition.CATEGORYNAME "Categoria", SubCategoryDefinition.NAME "SubCategoria" , ItemDefinition.NAME"Elemento" FROM CategoryDefinition left join SubCategoryDefinition on SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID left join ItemDefinition on ItemDefinition.SUBCATEGORYID = SubCategoryDefinition.SUBCATEGORYID where categorydefinition.Isdeleted = 0 order by CategoryDefinition.CATEGORYNAME Can you help us to add to this query the follow
Report Containing most recent note
Hello, I'm trying to figure out how to have the most recent note in a report. I have been able to make a report that prints ALL the notes, but it is a huge report, so I just want the report to list the most recent report in the request. Here's some of what I have but haven't been able to get the most recent note. SELECT DISTINCT wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", wo.TITLE AS "Subject", wotodesc.FULLDESCRIPTION AS "Description", std.STATUSNAME AS "Request Status",
Create Private Report for Other User
Good Afternoon, I have been asked by management to create reports that are private to them. I see where I can make it private to myself, or public. Is there a way to make a report private to another user? If there is no built in way to do this can I make it Private to myself and then use some SQL to change the owner from me to the other technician? Thanks, Steve
KPI Report
Hi, I would like a report that will report on some KPI targets that we have set for our technicians. Is it possilbe to list the technicians in a Group with their current completed request total for the month, the percentage of those that breached 1st response, the percentage that breached SLA and the number of Survey results that came back with 100%? We are using PGSQL. Thank you, George
SLA Report
Take a look at the example below. Support Group A has a request or incident assigned to them. Support group A then assignes a task within the request to Support group B. Support Group B does not act on the request and then the SLA breaches. The breach is blamed on Support group A because they own the request, however the fault for the SLA breach was because they were waiting on Support group B to complete a task So is it possible to run a report that show the SLA breach happened while support group
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