Server/Workstation Summary Report
I am trying to figure out a way to either print all Server/Workstation Summary Reports with either a page break between the server/workstation (each new server/workstation starts on a new page) or to print the Workstation Summary Report one at a time by using filters. This seems like an easy task, but the only way I can figure it out is to do a seperate custom report for each Server/Workstation. Help... Thanks.
Modifying a Software Custom Report
I need to add Resource State to this report, but don't know SQL very well. Any help would greatly be appreciated. Thanks. SELECT WorkstationName 'PC Name',softl.SOFTWARENAME 'Software Name',softl.fileversion 'Version',aaaUser.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 SoftwareType st ON st.SOFTWARETYPEID=softl.SOFTWARETYPEID LEFT JOIN Resources resource
Summary report for SLA compliance for KPI
I have this query below to show if SLA is being met. But I want the columns to be displayed like these Category Resolved within SLA Resolved after SLA Total Resolved tickets Computer 2 17 19 Network 0 2 2 Not Assigned 0 0 0 Others 40 54 94 Printers 3 2 5 Total 45 75 120 And 2 other columns showing the percentage of tickets resolved within sla against the total tickets and percentage of tickets resolved after sla against the total. And as per the query we should be able to define the date range.
Update department in request when updating requester
If you update the department assigned to a requester in a request, the new department is displayed but reports run against that request will show no department. To correct this you have to carry out a second step of editing the request and reassigning the requester to it, this will allow reporting to work correctly. Surely assigning the department to the requester in the ticket should also update the ticket such that reporting shows it as being against the newly assigned department?
SupportCenter and ServiceDesk patches and fixes- share code?-fixed in one not the other?
ServiceDesk and SupportCenter teams I notice that an issue regarding extra blank lines logged in SupportCenter is also an issue in ServiceDesk. This has been fixed/broken/fixed many many times and is CRITICAL to the way our company looks to customers when sending emails. It appears to me, that SupportCenter is a spin off from ServiceDesk. I know this as parts in the log files refrer to servicedesk and users screens from 2006 had to be changed from the ServiceDesk incarnation to SupportCenter as
Problem with scheduled report showing incorrect data
I have created a matrix report to show created requests for the current month and then scheduled it to run at 6.15 in the morning and send me the report. On checking the data it is not correct against the data in service desk when I create a custom view on requests today for example the automated report is showing 8 requests opened yesterday but when I check the data only 7 are showing. On running the scheduled report manually it is showing the correct information. How can I resolve this problem?
Report for re-opened requests
I am trying to find a way to report on requests that were re-opened. I notice in the History tab it has the line "Status changed from Resolved to Open". Is there a way to query the history for that line? Is there a better way? I don't know anything about querying SQL so I apologize and would appreciate any help.
Pending Report with Aging
I have this query: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",wo.TITLE "Subject",ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT
"\r| Carriage Return in Notifications
We just upgraded to the latest SDP and switched the database to MS SQL. Everything has gone very well with one small exception: All our notification emails are now showing a "\r" at the end fo every line as below: Ticket # : 29762 \r Requester : Davidson, Karen \r Department : Information Technology Services \r \r Is there a way to clean these out? Greg
Query Request to show which requests are using a particular department.
I would like to run a query in SDP to show which requests are using a particular department. The string in IE that I receive when I attempt to delete a department is Javascript:callDeptAjax('Edit',9004), can I run a query on DeptID = 9004 to show me which requests are using this department? If so, what would the syntax be? I would them manually edit these requests allowing me to delete the department in question. I know I could do this using an SQL editor, but it’s overkill and a query report would
Time report
Is there a report that I can run that will tell me when a support call/ticket was logged? Regards Greg
custom report / type: Tabular / module: TimeSpent -> problem with column "Cost entry date"
Hi, Here's is the situation: Our technicians are obliged - while working on a request - to add info via "Add Work Log". Exept when the solution is found immediately, then the request is closed by adding the solution via the resolution tab (thus without adding an entry to "Add Work Log") When I create a report (see attach for colums and datefilter) without the column "Cost entry date", the report is ok and gives all request conform the applied filter (see attach). When I create the same report, but
Help - need a query that returns all requestors and associated fields
Hi, to help with my new implementation of SD+ and the import of assets against the correct requestors, can someone give me a query report that lists all requestors and their basic information, eg, name, email, departement and site? Is there, on this site or elsewhere, a repository of useful query reports? Very few of the queries that I find on these forums actually run on my installation. I assume that the tables/fields have changed since they were posted on here? Many thanks, Richard
Replying to request creates a new request
Good Afternoon everyone, I've been unable to accurately recreate this issue to figure out what the problem is, but it does happen fairly often. A ticket will be submitted via email. A technician will reply to said ticket using the web interface. For whatever reason, the reply creates a new ticket as "RE: [ticket id]: ticket description." Merging the tickets has no affect, because when the requester then replies to the reply, it creates a new ticket "RE: [ticket id]: ticket description." If you
Upgrade to 7.6 failure
When upgrading my test environment to 7.6, I took a database snapshot from production and upgraded to 7514. When I did this, I received database null constraint errors that I got past by editing the updatemanager.bat file to ignore errors in the processorinfo, softwarelicenses and wordmap tables. This seemed to work fine. When upgrading to 7.6, the process failed with the following error: java.sql.SQLException: Invalid column name 'LICENSETYPE'. This is the same error I was getting when updating
Received email saying approval was taken on Change but Approval in change did not update.
Received email saying approval was taken on Change but Approval in change did not update. See attached screen shots.
Help with Report Query
SD+ I'm currently trying to run a report which would enable me to view the following. The query I would like would show the following: Workstation Last Logged In Service Tag Rescource Name Resource Tag Barcode IP MAC Address Total RAM Total HD Capacity Total HD Freespace I've managed to get the following Workstation IP MAC Address Total RAM Total HD Capacity Total HD Freespace But I can't seem to find the required info for Last Logged In Service Tag Rescource Name Resource Tag Barcode Can I be cheeky
Printer Supply Query
Is it possible to run a Query that can show the levels of supplies? Or perhaps to also include a limiter as to showing all below a certain level remaining?
Reporting
Hello, Can someone tell me how to show the report criteria on the reports, i.e. the dates and technician i have ran the report for? thanks andy
Assistance with a report - time elapsed from created to resolved
I am a new Service Desk Plus Customer and any help that could be provided would be greatly appreciated. I would like to generate report the calculates the amount of time in business hours has elapsed from the time the request was created till it was resolved. In the report I would like to see Request ID, Priority, Requester, Subject, Description, Created Date&time, Resolved Date&time, business time elapsed, I am using mysql. Thanks, Matt Williams
when you click on a change sometimes a different change is brought up
Sometimes but not all the time, whenyou click on a Change in the Change Tab, that is not the Change that gets opened. Sometimes if you reorder the changes and try again the right one gets opened but not all the time. Sometimes you have to exit ServiceDesk all together before it fixes itself.
Repeated date in Date/Time popup.
I noticed that when I edit a report I made, the date popup shows the first two days of the month as 1. Anything that refreshes the popup(such as clicking the Today option or changing the month) fixes it. Minor annoyance, really, but I thought it's worth reporting.
Monitoring incoming request in DB with mode email
I want to create notification when I got new request via email in my hostmonitor program. My program can do select via ODBC in servicedesk DB. Email can be send in the night. There is worker that monitoring service (test) and dispatch in the night. So I need mysql request that return to me count of request with: -Request mode - email; -Group - NULL -Technician - NULL -Category - NULL -Status -Open; -Create time - last 7 days (I think older request I see myself); When count set to more than 0 (1,2,3
Assistance creating custom report for Top Requests and Requestors
Hello, I'd like to see if I can get assistance creating a custom report for the following: 1st Report: Report for listing Top Requests received by Category, Sub-Category, Item. I need to have the option to choose different time frames, i.e., sometimes I search based off of each quarter or sometimes I search based off of month or week, and so on. I typically export all data to Excel and manually review which categories have the most requests. 2nd Report: Report for listing the Top Requestors by
financial report
Is it possible to generate report based on the cost of resources?
Report on solutions?
Which table schema do I select for a query report on solutions? How do I query for a report including solution ID, subject, created by, and last modified date? We're on MS SQL Server.
Default home page and report editing
Two questions: First, I created a daily report to be emailed, then used Save Report As to create a copy. I then changed some details and the schedule for the copy and made it my weekly report. Problem is, the title (right above "generated by Admin") still shows up as Daily. As far as I can see that's not editable. Anyone know of a way to change that so I don't have to recreate the report just to edit one minor bit of info? Second, is there a way to change the default home page in ServiceDesk for
Category query report
Can you help me with a query that will list all the categories, subcategories and items, it should be sorted like the example below. Software Office outlook word excel powerpoint Network Lan Switch router Kind regards Stefan
List of all departments
Hi, I need help with a query that lists all departments that are available in SD+ imported from Active Directory. Kind regards Stefan
Service Desk Plus hangs when geting large images
We had a serious issue with Service Desk Plus build 7514. Yesterday one of our client replied to a request putting in the email text a very large photo. On the server side the java process started to take 99% of cpu, and the whole application hanged. We resolved the issue by deleting the problematic email from the server. But for the future we expect Service Desk Plus to cope with such emails, or just drop them.
Query for all technicians that worked on a ticket?
We have a process where a ticket may be assigned to one technician for one part of the task, and then assigned to another technician for different part of the task, then a 3rd person closes all tickets as the final signoff. We want all technicians to get credit for working on that task. If I run a report for all of "my completed tasks" for the month, I currently only get credit for those still assigned to me when it closed. Is there a way to query all of the tickets that I worked on, not just
Numbers instead of group names
After update from 7506 to 7514, group names are not presented. Instead there are numbers. When I want to change group, names are presented ok, but after changing in the request the group name is again presented as a number.
Query for Custom report
Hi there i need to make 2 custom report query for the attached attributes , 1; server report, 2; print report PRINTER REPORT Brand/Type serial Name Sharename IP SERVER REPORT Server CPU(GHZ) RAM(MB) Video HD size(GB) HD Freespace NetworkCard OS IP
web page rendering problems in some Requests
Some requests, not all, affect the rendering of a page. The effect is that almost all names are highlighted as hiperlinks. You can see what i mean in the attached file.
Tech Availablity Report
Hello, Is there a way to produce a report or export the Tech Availablity chart? As we would like to publish our technicians availablity on our local intranet site. Thanks in advance Mark.
Creating a report to find out what software is installed on a certain workstation in SD
Is there any way to create a report to show what software is installed on a specific or group of workstations in servicedesk? Thanks Alex
Problem with DateToLong function
When trying to use the DATETOLONG function in a 6 month KPI report (Query pasted below) I receive the following error message: java.lang.Exception: Syntax error : function LONGTODATE not closed properly! at com.adventnet.servicedesk.reports.utils.ReportUtil.parseDateCriteriaColumns(ReportUtil.java:2064) at ... Which is odd as the query doesn't use the LONGTODATE function. Query: SELECT COUNT(wo.WORKORDERID) 'Total',(SELECT COUNT(wo.WORKORDERID) FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON
Time Spent report from Changes worklog
Is it possible to extract a Time Spent report from Changes worklog, just like from the Requests? Thanks, -Rodrigo
Problems receiving messages to incidents
We have this problem: When we are receiving messages to incidents and their nesting, is a circle and no load. This happends whith some request. We think that it could be some incompatibility with Activex. Anyone knows something about? Regards.
Executed Time, in reports
Hi All, Under custom reports Could you explain what columns, Executed Time, and Time Elapsed refers to? Regards, Daniel
Next Page