SLA escalations notifications
Hello everyone, Have a problem in the Service Catalog. I've created SLA for a Service Catalog request and set up an escalations. But escalation e-mail is send not accordingly to configuration. I set up to escalate request before 50 minutes of overdue. And SD can send e-mail before 55, 49, 40 minutes... Can staff say anything about this issue? Thanks.
Draft Saving Refreshes Ticket Page
Situation: I have a ticket open. I start writing a reply to the requester. I go to reference some some more information that is attached to the ticket (for instance, information in the resolution, notes, etc). I realize I haven't entered the (for instance) resolution yet, and begin doing so. The open reply window saves my partial reply as a draft which causes the ticket page to refresh. The page refresh causes me to lose whatever information I've entered into the resolution (or any other field).
Need to extract the value in Service Desk Plus on Add Notes
I have looked at the incident database scheme and was unable to see where are the values in ADD Notes are captured. Also need a query MSSQL report to view the ADD Notes .We are currently capturing some events value in Add Notes. Hi Guys any Update on this
Scheduled Report
As I can delete a scheduled report of a technician who is no longer with us? I await your help
how to change the "new incident" to "new request" ?
hi all, I 'm a newer for service desk, now for our company's specific requirement, we need to change the "incident" to "request"(cause incident is a "serious" word, for our area relate, this word is not suit) when someone generate a ticket, I check the admin profit file, but can't find where to change this, could and one help me to change that ? thanks.
Software Report
Hi, Kindly provide us the query to get the server details based on the softwares installed. We need an overoll report of the servers installed with a particular software in a tabular form. Kindly provide us the query ASAP. Thanks Silsha
Custom report of requesters plus custom field
I have this query: SELECT aau.FIRST_NAME "Requester", LONGTODATE(reqf.UDF_DATE1) "Mobile Phone Upgrade Date" FROM AaaUser aau LEFT JOIN Requester_Fields reqf ON aau.USER_ID=reqf.USERID WHERE ((reqf.UDF_DATE1 < 1307592000000) AND (((reqf.UDF_DATE1 != 0) AND (reqf.UDF_DATE1 IS NOT NULL)) AND (reqf.UDF_DATE1 != -1))) It works, but I would like to set the WHERE reqf.UDF_DATE1 < 1307592000000 to the current date so I don't have to manually specify a date. I'm using MySQL as the database. I'm essentially
Get report to display zero count categories
Am trying to generate some stats using servicedesk. Basically am generating a report for all recieved requests, split in to categories going back through last year. Am able to generate an Advanced Matrix report that displays a count of all the recieved requests. However if a particular category has not been used for that particular week it is missed off of the report. This is leading to a real nightmare of drag and drop to get teh tables aligned. Is there a way to force the report to display
Possible to generate a report query?
We are running 7.6 build 7610 on MSSQL. (Upgrading shortly to 8.0 build 8011) I'd like to be able to generate a report / set of reports with the following information for Request tickets: - Request ID - Priority - Group - Technician - Request Status - Created Time Where: - Request status is not Closed or Resolved Specific views I'd like. - Additional columns: counts of tickets between 0 to <= 30 days, > 30 to <= 60 days, > 60 to <= 90 days, > 90 days grouped in rows by Group. - Additional columns:
Report on Permissions associated for Roles
DB : Mysql / MSSql Build : 8011 Sample Report Query : SELECT AAAROLE.NAME 'Role', ar.NAME 'Permission' FROM AAAIMPLIEDROLE LEFT JOIN AAAROLE ON AAAROLE.ROLE_ID=AAAIMPLIEDROLE.ROLE_ID LEFT JOIN AAAROLE ar ON ar.ROLE_ID=AAAIMPLIEDROLE.IMPLIEDROLE_ID WHERE AAAROLE.ROLE_ID IN (SELECT ROLE_ID FROM AAAROLE WHERE SERVICE_ID=5);
Schedule report
Dears, I send request to your support mail alias and i create case 6477657. as i wasn't able to generate any report from the system. the support engineer advised me to remove any custom images and report will work. that work perfectly. but when i try to generate schedule report with HTML format i got an error. it work well with PDF format. Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Error reading PNG metadata at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
Comparative Reports
Hi, Is there a way in the SDP where we can create side by side comparative reports. For example we want to view the number if tickets created for the months January to June . We want to see a graph showing the number of tickets per month. Thanks, Jon
unable to insert images into email notification templates
HI, i have been trying to place our company logo into our request notification templates with no luck. I am unable to cut and past the image, and am usnure of how to code it to hold a image. we are running version 8012, and using rich text emails.
custom report date range?
Is it possible to prompt the end user for a date range for a custom report? TIA.
Reporting on Asset Owner History Changes
I am trying to report on changes made to the asset's change history based on the user history fields. Within the Resourceownerhistory table, I see that once a change is made the previous record has an endtime entered. A new row is then created with the new user/department details. Typically id expect the closed record (row with the endtime just entered) to be set as inactive on the Resourceownerhistory table and be put into a totally separate history table. (some tables ive seen would delete
audit report on software changes
Hello all, i'm evaluating service desk 8.0 Enterprise. i need to schedule an audit report on software installation changes (CMDB) on just some servers, including software name, version,manufacturer, date of install/uninstall. Default audit report on software just works on all discovered servers, and this is not good for me. In addition it doesn't show windows patch updates but only software installation. is there a way to obtain a report for my demand? if i go on asset section, pointing to the desired
tickets concluded report
Good day to everyone, I need some help in creating a custom query, we need to have a complete report o concluded tickets. Example: the various columns: Request ID Subject Request Type Request Status Overdue Status Created Time Created By Request Mode Level Priority Impact Urgency Category Sub Category Item Region Department Requester Workstation Group Technician Time Spent(in Hours) Time Spent(in days) Dueby Time Completed Time Responded Date Resolved Time completed time - Created Time Resolved Time
Asset Report for AdventNet
Is it possible to run a report in AdventNet that will put all of the PCs, blackberries, printers, servers, switches, virtual machines etc. in different categories?
Cutsom Report
Good Afternoon, Is it possible to create a custom report to report on time spent per problem similar to the one for changes and requests? If it is possible could someone please provide me with the code? Thanks
Report Assistance
I am trying to generate a scheduled report for 8AM Daily that pulls ticket details in a spreadsheet format for certain 'Categories' for the last 24 hours. I am running Microsoft SQL server - is there a way to query SQL directly for this informaiton so I can programatically process the data - if so - What would the query need to be to get that data? (I can handle manipulating the data from there)
Audit Report
I need to create an audit report but without the capacity changes. how can it be done. I'm using Mssql DB thanks
How do I report on the time a Request/Group of requests have been assigned to a Technician/Group
Hi, We have an outside company that will be working on Requests for us and I plan to have the company technicians assigned to a group. I want to be able to track the time that Requests are with the other company, i.e. in that group (not just the amount of time they decide to state in the Work Log). If I have a Technician Group with several Technicians in the group, can I report on the duration of time a particular Request (or for that matter, all Requests) had been assigned to that group? Even
Resolved time in Report
Hello, We are trying to create a report that shows Request ID Request title Request opened date/time Request due date/time Request resolved date/time Overdue status Grouped by Technician I can't seen to find resolved time in the custom reports
Workstation summary report
I've created a summary report for all workstations. After generating the report, any workstation that reports more than one CPU shows the "General Information" field once for each CPU, so I get two lots of assigned user, department and site. Multiple CPU systems that only report one CPU - such as Mac Pros - only display it once. Is this by-design, or a bug?
Report of requests by hourly intervals
I need to generate a trend report to show senior management where our peak call volumes are throughout any given day. I cannot seem to find a way to generate this, at least not in the canned reports. Can you direct me to a solution for this? Thank you.
assets reports
How to get all assets that were added/deleted yesterday?
Auto CC to a user
Hello, I am currently attempting to add a user to the auto-CC, but it only seems to work with technicians. Is there any way I can add the user automaticly to the CC line of a reply?
Can I create a View in ServiceDesk database in MSSQL server 2003
Dear Maljeev, Is there any harm in creating a View in ServiceDesk database in MSSQL server 2003, We will use this view to query some info from SD+ database and using that view we will generate report in crystal reports.
Monitor is a Non-IT Assets or Asset Component?
Hi people, I'm looking for the best way to insert my monitor on the SDP and now I have one doubt. Discovering in the Asset Management I found 2 ways to create Monitors: 1 - Monitor is a Non-It asset 2 - Monitor is a Component Looking for the functional use, both can be "attached" to one computer but, when you use the option 2 (Monitor is a Component) you can use that to associate to ASSET not to User or department. So, I'm want to know your opinion. Thanks, Murilo A. Gomes
Does the Asset Database remain linked even after the Workstation Operating System & SDP Agent is reinstalled
Currently we are installing the SDP 8 agent on our workstations to enable asset inventory and other functions like change monitoring, request monitoring etc. Please clarify if the Asset database remain intact and connected with the asset even after the Operating System on the Workstation in formatted and reinstalled alongwith the SDP agent? How does the reinstalled agent tell the SDP server that it is the same Workstation as earlier and get all the requests, changes etc linked to the reinstalled
report about Service Catalog
Hi! How can i generate report about Service Catalog? I want to see all category, requests at this category, and technician group that asign to requests. Thanks!
How do I report on work logs?
Hi all, Some of the requests need more than one technician to work on them. By now we send requests to a group and assign the request to a technician, when the work is done by the technician, he will add work log and change the technician to other technicians. We need a report showing which technician works on which requests, but when technician name change to others it will not be presented in reports anymore. Are we wrong in our request process? Could we have a report to shows work logs?
Query for self service portal
Please can you give me a query so I can make a statistic overview of all requests made thru the SD+ self service portal. Thanks in advance Mark Flothmann
Worklog Filed in Service Desk Plus reports
I am generating a report from ManageEngine, however I can't see the Worklog field anywhere. How can I add this? Thanks
SQL questions on an software report
Hello I would like to create a list displaying all PC's which are not-disposed and which have thunderbird and Lotus installed. The basis query is here; I need some help to filter for the not-disposed workstations (in the where clause) SELECT sys.WORKSTATIONNAME 'Workstation Name',softl.SOFTWARENAME 'Software Name',aau.first_name 'User' FROM SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN
Query Report_ Ops task list
what query would we need to run to get the results on "Ops task list w/c"field?
Workstation Division Query
I have workstation as Desktops & Laptops resp, Want query for the same. Build:8011 Database:MY-SQL
how to automatically assign to specified technical support for unassigned request?
Hello All, I am running SDP 7.5.0 Build 7506, how to automatically assign to specified technical support for unassigned request? Thanks & Regards Winanjaya
Workstation Inventory Report (Need assistance)
I have two custom reports we put together using MySQL. We have migrated to MSSQL and I need assistance with converting the two reports. The first one is a Workstation inventory report. I am able to convert the first part of the report but I am unable to get the Inventory totals (Union portion) converted properly. Workstation Inventory Report in MySQL: select si.manufacturer 'Make', si.model 'Model', count(if(rss.statedesc='In Use',1,null)) 'In Use', count(if(rss.statedesc='In Store',1,null)) 'In
Help on creating report query
Hi guys, I have no experiece in creating query hence I would like to seek your help in doing so. I have created a report to show me the computer name, model, etc etc but i can't find the hard disk capacity and the freespace. Here is the query and can some one please add in the two columns for me SELECT MAX(workstation.WORKSTATIONNAME) "Workstation",MAX(workstation.MANUFACTURER) "Manufacturer",MAX(workstation.MODEL) "Model",MAX(workstation.SERVICETAG) "Service Tag",MAX(memInfo.TOTALMEMORY) "Total
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