Custom Query-Report for "Close Comments" not working anymore with 7.6 Build 7608
Dear ServiceDesk Plus-Team, Some time ago, you provided me a custom Query to use for reporting the "Close Comments" written by the Users when they closed an Incident. This Query worked well in our ServiceDesk Plus installation of Version 7.0 Build 7022. However, we have a new SD+ installation in use now, with the most recent Version 7.6 Build 7608. Further, we moved to new Database to MSSQL rather than MySQL. Unfortunately, now the provided Custom Query does not work anymore. I'd appreciate,
Need specifics reports
Hello, My managers wish to have the following information. (SDP Buil 7506 and MS SQL Server) 1/ To calculate for every request, the elapsed time between its creation ( Open) and its attribution in a technician, which for us corresponds to the status ( Assigned). 2/ To calculate this average time, over the previous week and the previous month. ----------- 3/ To Calculate for every request, the elapsed time between its attribution to a technician, who for us corresponds to the (Assigned) status and
ServiceDeskPlus Forums link broken
When clicking on the Support tab inside ServiceDeskPlus and then clicking on the "ServiceDesk Forums" link, the page that link directs to is a 404 error. You'd think that you guys would be able to create a link to your own website. And, get this, the 404 page that is displayed by your website for the broken link? It gives a few links to click on, one of which is the "Home" link, which one would assume would at least take me to the forums home page. No dice, it too returns a 404 error page. Your
SSO no longer working
This has been one headache after another. First SSO worked flawlessly. Then a hotfix came out and SSO is broken. Then another hotfix comes out and SSO is kinda working. Worked with a Tech and got SSO working again, kinda. Now, new hotfix comes out (7610) and SSO is broken once again. What kind of idiots run your QA department? If my company delivered products with as many bugs as you guys do, we'd be out of business. I'm really tired of hotfixes and patches that introduce more bugs than they
Problem and Change worklog details
Change Work Log Entry: Change ID Subject Change Description Created Time Time Spent in Hrs Cost Entry Description Technician Cost Entry date Category Requester Resolution MY-SQL: SELECT cd.changeid 'Change ID',cd.title 'Subject',cd.description 'Change Description',DATE_FORMAT(FROM_UNIXTIME(cd.createdtime/1000),'%d-%m-%Y %k:%i')'Created Time',ct.timespent/3600000 'Time Spent in Hrs',ct.description 'Cost Entry Description',au.first_name 'Technician',DATE_FORMAT(FROM_UNIXTIME(ct.RECORDEDTIME/1000),'%d-%m-%Y
Solution reports
Category / Topic Subject / Title Contents Created By Created Time Last Modified By Last Modified Time Status MY-SQL: SELECT KB_Topics.TOPICNAME 'Category / Topic',Solution.TITLE 'Subject / Title',Solution.DESCRIPTION 'Contents',Creator.FIRST_NAME 'Created By',DATE_FORMAT(FROM_UNIXTIME(SolutionInfo.CREATEDTIME/1000),'%d-%m-%Y %k:%i') 'Created Time',Updater.FIRST_NAME 'Last Modified By',DATE_FORMAT(FROM_UNIXTIME(SolutionInfo.LASTUPDATEDTIME/1000),'%d-%m-%Y %k:%i') 'Last Modified Time',Sol_StatusDefinition.STATUSNAME
Reports for Users
I was would like to know if it is possible for users to see the reports and use them? If so, could someone let me know. If users cannot see and use reports, why not? Thank you.
Capture company name from requester email address for report
Hi there, The requester column in the request report captures the name of the requester using the email address. It only captures the person's name, not the company name i.e. @......... Is there a way to capture this information? Any suggestions...
SQL Query and group by
Hi, I was wondering how to group the report data under group headings like we get by using - "Step3 - Select a column to group by", when using SQL query instead of report creation wizard. We are using SDP version 7509 with MySQL DB My SQL query looks something like: SELECT aaov.NAME "Site",workstation.WORKSTATIONNAME "Workstation",resource.ASSETTAG "Resource Tag",resource.SERIALNO "Serial Number",LONGTODATE(resource.ACQUISITIONDATE) "Acquisition Date",product.COMPONENTNAME "Product" FROM SystemInfo
Change / Asset Report
Hi, How can i create a report which details all the changes for the last year but have the 'assets involved' included as a column? I can't seem to find it anywhere. THanks John
Workstation ownership and statechange report
Asset Name Serial Number Service Tag OS Name Site Model Resource State Department State Change from date State Change To Date MYSQL: SELECT workstation.WORKSTATIONNAME 'Asset Name',resource.SERIALNO 'Serial Number',workstation.SERVICETAG 'Service Tag',osInfo.OSNAME 'OS Name',aao.NAME 'Site',workstation.MODEL 'Model',state.DISPLAYSTATE 'Resource State',deptDef.DEPTNAME 'Department',DATE_FORMAT(FROM_UNIXTIME(rsh.STARTTIME/1000),'%d-%m-%Y %k:%i')'State Change from date',DATE_FORMAT(FROM_UNIXTIME(rsh.ENDTIME/1000),'%d-%m-%Y
Asset reports
Complete router information : Resource ID Resource Name Product Name IP Address Personality State Cost Acquisition Date Expiry Date Warranty Expiry Date Resource Tag Resource Serial No Bar Code Vendor Area Site Location OS Type OS Version Cpu CPU Revision DRAM Size NVRAM Size Flash Size Config Register Processor BoardID Interface S.No Interface Name IPAddress Speed(Mbps) SELECT ru.RESOURCEID "Resource ID", ru.NAME "Resource Name", pro.COMPONENTNAME "Product Name", ru.IPADDRESS "IP Address", ru.PERSONALITY
Custom View Errors...
I have been having this problem when ever I attempt to create a custom view (regardless of private or public) where it keeps adding the completed time constraints that I don't want. So for example, I created this view to look at all requests for a specific technician or unassigned that are not closed or resolved. When I look at the view, it keeps adding the additional time constraints that I did not ask it to do.
Need a detailed software report
I am trying to get a software report that provides me the following information. 1. Software title (I actually only need this report for one particular peice of software) 2. Software version (there are several version installed on our network) 3. Workstation software is installed (just the asset name) 4. Requester/technician workstation is assigned to 5. A distinct count of installations. (meaning if I as a tech had 4 computers and this peice of software is installed in each computer, I want it to
resolved time in request report
I want to a requests report with resolved date. How can I do tihis? there is no this choice in the custom report.
Response timing calculation
I was assuming: created date = time Customer logs a request; responded date = time when the ticket was first updated by Service Desk. I noticed my "Created date" and "Responded date" are of equal values. How can i calculate response timings?? Appreciate the help in advance
Need custom report as attached
Hi, In order to simplify our weekly meeting about SLA, we need attached. format report on our service desk system. Looking forward for your quick response. best regards
License Additional Fields - multi-line field not working
Hi I working with SD+ 7.6.0 Build 7608 When adding a mutli-line field as an additional field to the licences, this one is not displayed and I cannot enter data into it when editing a software licence. When adding a single-line field as an additional field to the licences, everything works fine. Marc
What query is <No. of Replies sent to Requesters>
In the supporttab of SD+ there is an part called : ServiceDesk Application Status Check In this part you can chose <No. of Replies sent to Requesters>. What is the query behind this list? Best regards, Mark Flothmann
Software license reports
Please find the Software license reports below . PURCHASED VS INSTALLED : 1 Site based : Software Manufacturer Type Category Purchased Installed Max Used Site SELECT Max(SoftwareList.SOFTWARENAME) "Software",Max(SoftwareList.FILEVENDOR) "Manufacturer",Max(SoftwareType.SOFTWARETYPE) "Type",Max(SoftwareCategory.SOFTWARECATEGORY) "Category",COUNT(DISTINCT(SoftwareLicenses.RESOURCEID)) 'Purchased',COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' ,COUNT(DISTINCT(MaxUsedSwInfo.SOFTWAREINFOID))
Is it possible to view all reports generated by the technicians in SDP?
We currently have several technicians that have produced various reports and I would like to know if there is any way to see these reports. From the administrator account is not possible. Thanks in advance.
Issues of OpManager Build 8052 and ServiceDesk Plus Build 7608.
There is an issue of integrating both the applications. OpManager does no log auto-tickets in SDP. The dopcumentation says as follows:- "Since OpManager uses email as the mechanism to log a new ticket, you need to enable the “Email - to - Request” conversion feature in ServiceDesk Plus." Where is this feature in SDP release 7608 ? Regards, Shah...
Report Software Details by Workstation
All, I tried doing this using the Report Wizard, but what I'm asking for spans too many tables for it, I think. We're currently being audited by Adobe (joy!), and they want to know a lot of information about what we have installed (including the Free software such as Adobe Reader!). So, I'm trying to generate a report which gives the following information, to add to another spreadsheet which we're working on: Computer Name | User | Product Name/Version | Assigned License Key
History Report
I need list all history of one workorder. History and details. Like this: Criado por Alberto Aloisio de Rezende - Grupo Mult em May 24, 2010 11:31 AM Operação : CREATE , Executada por : Alberto Aloisio de Rezende - Grupo Mult Atualizado por Lucas Pacheco Cruvinel Borges - DigiOpen em May 24, 2010 02:29 PM Solicitação atualizada por : Lucas Pacheco Cruvinel Borges - DigiOpen Técnico alterado de Lucas Pacheco Cruvinel Borges - DigiOpen para Samir Tanor Salgueiro Bié Hora de atribuição do técnico alterado
custom query report help
dear support team i need a MONTHLY report that shows our engineers performance based on their group, we are using SDP 7604 with MySql. The report columns are : 1. Name : a engineer of a particular group.(let's say "Network" group here) 2. Requests Assigned: number of requests assigned to him (not the group) 3. Requests Closed: number of closed requests 4. Total Time Spend: total time spend of all his closed requests (HH:MM) 5. Avg Resolution Time：his average resolution time (HH:MM) and the report
network scan problem with chip pc.
Hi. We have a lot of chip pc our network. when I scan network it is not find chip pc. Asset failed "Connection to RPC server in the workstation failed." Snmp port is open and there is no firewall on chip pc. How can I scan this?
schedule reports problem...
Hi, I have a problem in schedule reports. I had a technician. I made some reports whit this technician and scheduled this reports. Only this technician saw this reports. After that I deleted this technician and all reports deleted too. I made all this reports again whit another technician and schedule this reports again and see old schedule reports are not delete and system send two same mail about this report. I want to delete old reports. How can I do this?
Statistics Daily Report
Hi, I started developing a new report in the following format: Total Requests Received || Requests Resolved at HelpDesk || Requests Resolved at 2nd Level & above || Total Requests Resolved || Total Open Requests || MTD Calls Received || MTD Requests Closed Kindly, I need your help with above report ... Thanking you...
Problems scanning Apple
Trying to scan our Apple computers, and I tried both scanning from the Workstation being entered into the system and also the network scan. However, they both show this error: Connection to RPC server in the workstation failed. Troubleshoot Which is pointing at the Windows Firewall in your troubleshooting steps. Thanks fro the help
please help me with a mysql query report
Dear support team , please help me create a query report that our new boss asked. we are using version 7604 and MySql. the report is a MONTHLY report , its' columns are : 1. ID : not request id, but the sequence number of record in this report, starting from 1 2. Create Time: request created time , displayed as yyyy-mm-dd hh:mm:ss 3. Dept: the requester's department 4. Requester: the requester name 5. Tel: the requester's phone number 6. Engineer: the first technicain assigned to this request 7.
I can not import the new staff from the active directory.
Sir/ Mam, I can not import the new staff from the active directory. Is there any log which I can view to check. Regards, Hassan
Password in clear text in URL
When manually logging in to the helpdesk, the user password is exposed in clear text in the url is the address bar when the login fails. This is passed over the network, and visible on screen. This is rather insecure, as exposing passwords with minor typing errors in them give a very good clue to the correct password. ie.: "?j_username=testusername&j_password=TESTPASSWORD"
Task report
Hi I want a report with these requirement Task | Department | Created Time | Subject it will help a lot Thanks in advance
Global view - technician tried to view and now can't get back to My View
I've poked around and see that Global View is only available to Administrators, still. Now I have a technician who clicked on Global View and cannot get back to the My View screen because Home only displays a blank page. What does he need to do to restore his original view? And when will Global View be an option in Roles so we can allow those other than administrators access?
need useful report
Hi I want a report with these requirement Technical | Site | Department | Year | Month | Total | Open | On Hold | Over Due | Closed it will help a lot Thanks in advance
Report to compare Requests Closed and Time Spent
I have a Question for anyone that can help. I have been assigned the task to figure out the following: Tickets that were Created each quarter vs tickets that were closed. I also need to have a total time of the work logs on completed tickets that quarter. Can anyone help me create a custom query to get this information without running several different manual reports.
need a report
Hi I want a report with these requirement Technical | Site | Department | Year | Month | Total | Open | On Hold | Over Due | Closed it will help a lot Thanks in advance
Report for Category
Hi I want to make report that showing all category,sub-category and items. Thanks in advance.
Sorting of labels at charts
Is it possible to affect the sorting of the bars and / or the labels at the chart view (at reports). I like to show first the IR bar. Also I like to show the colors of the priority this way: Very urgent, Urgent, Normal, Not Assigned. Thanks for help, Alex
Help with report
Hi There, We are currently doing some Servicedesk Maintenance & house keeping and would like to simplify our Categories. Is there a report I can run that will tell us which Categories / Sub Categories / Items have never been used? I need something like Report Home > Report by Category > "Request Count" Is this possible or will I have to run a report on each item separately to get the count (We have 412 items!) Thanks
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