Request not updated for 24 hours

Request not updated for 24 hours

This report is used to find the pending request which are not updated for more than 24 hours. This report helps to find the reason why the request is pending and find out and analyze the root cause of the process and define actions to improve the service.


MSSQL

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" FROM WorkOrder wo
LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID
LEFT JOIN WorkOrderToDescription wotodesc ON wo.WORKORDERID=wotodesc.WORKORDERID
LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID
LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID
LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID
LEFT JOIN QueueDefinition qd ON woq.QUEUEID=qd.QUEUEID
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID
LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID
LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID
WHERE (std.ispending = '1')
  AND wo.ISPARENT='1'
  AND DATEDIFF(DAY, dateadd(s, datediff(s, GETUTCDATE(), getdate()) +(wos.last_tech_update/1000), '1970-01-01 00:00:00'), GETDATE()) > 1
ORDER BY 1

PGSQL

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" FROM WorkOrder wo
LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID
LEFT JOIN WorkOrderToDescription wotodesc ON wo.WORKORDERID=wotodesc.WORKORDERID
LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID
LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID
LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID
LEFT JOIN QueueDefinition qd ON woq.QUEUEID=qd.QUEUEID
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID
LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID
LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID
WHERE (std.ispending = '1')
  AND wo.ISPARENT='1'
  AND extract(epoch
              FROM(now()::TIMESTAMP - to_timestamp(wo.last_tech_update/1000)::TIMESTAMP))/3600/24 > 1
ORDER BY 1
 

Note : Login to ServiceDesk Plus, go to Reports tab > New Query Report > Copy the query to the query editor and run the report. 




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