Time calculations are calendar time not business time
So for "Time to Assign in Hrs", "Time to respond in Hrs" and similar calculations, I notice it seems to be taking a count of calendar hours versus business hours. So if I set (in Service Desk Plus) a 10 hour business day from 8-5, and a ticket is opened on a Friday at 6pm and assigned on the following Monday at 9AM, the Hrs to Assign will not be the 1 hour the business was open, but instead the almost 63 hours from Friday-Monday. I understand the math, but is there not a way to calculate those times
Adding a 'Resolved By' Column to the Task table
Hello, We'd like to be able to add a 'Resolved By' column to the task table similar to the one in the Request table. I am unable to work out a formula to be able to do this, and I am unable to edit the formula from the Request table to see what was used
AnalyticsPlus report is missing data that the SD+ Report module is not
I have been running reports against Change Management - Change records. Over the last couple of weeks I've noticed that the Analytics report was actually missing some change records, even though we are well over the sync time between data input & report
How to Set/Add the Background Image on the Dashboard?
Dear All, We have created a Dashboard with few Widgets on it and currently the dashboard we've prepared now doesn't have any background image. Please let us know on how can we add/set our organization default background on our newly built dashboard? Regards,
Group information in Problem Module
We are adding the information from the problem module to Analytics Plus. We would like to add which attention group is assigned the problem tickets. We add the column to the problem data, but we need to match with the information from ServiceDeskPlus
Identify critical skill gaps in your IT technicians [Report bundles]
Hello there, How do you measure team performance? Do you dig through endless SLA violations, escalations and resolutions? There's a faster way to this. Ditch time-consuming performance ranking spreadsheets that only give a partial picture, and discover
[Free webinar] 5 measurable skills that every IT technician should possess
Hello there, The success of your service desk relies on the expertise of your IT technicians. But how do you assess each technician's skillset and strategically enhance them? Join our upcoming webinar to discover the five critical skills every IT technician
[Announcement] Introducing Analytics Plus 6.0 beta
Hello folks, We're excited to announce the beta version of Analytics Plus 6.0, which has an extensive range of features designed to elevate your IT operations. Here's a taste of the powerful analytical capabilities coming your way: Integrations: Enjoy
[Free Webinar] How to stop running your IT operations on accidental discoveries
Hello there, Relying on a reactive approach to ITOps monitoring and fault management can result in delayed problem resolution and diminished operational efficiency. Our latest webinar explores the significance of proactive monitoring and unified alerts
[Free e-book] 5 IT practices that you should stop right now
Hello there, Is your organization still clinging to outdated and inefficient IT practices? It's time for a change! Identify inefficiencies, strategize for improvement, and propel your organization towards sustained profitability. Our latest e-book reveals
Time zone setting issues
How do i change time zone in data sync time. I am from bangladesh/asia (+6) time zone, but it is not showing actual. Need to actual time with my timezone. Thank you
[Free webinar] The 3-step strategy to minimize downtime and streamline IT operations
Hello there, A recent study by Dunn& Bradstreet uncovered that 59% of Fortune 500 companies experience nearly two hours of unplanned IT downtime per week. Join our webinar and discover analytics-powered strategies that combat IT downtime and improve operational
[Free e-book] How to calculate work hours lost from inefficient service desk practices
Hello there, Don't let inefficiencies drain your service desk's productivity. Unravel the hidden cost of wasted work hours, drive process optimization, and maximize service desk outcomes using AI-driven analytics. Our latest e-book provides insight into
[Solved] Strange Output when trying to calculate SLAs
Hi I am getting a strange output and I don't know how to change it. I want to know how many hours a ticket has been breached so I can report on SLAs but I get this showing years, months, days... etc. How can I get this to show 36.3 hours for example.
Planned US Datacenter Maintenance on 25th Nov, 2023 and on 2nd Dec, 2023 from 6:30 PM to 09:30 PM PDT
Dear Customers, Our US Data Center is set to undergo an annual infrastructure maintenance on the 25th November 2023, between 06.30PM and 09.30PM PST, and again on the 2nd December 2023. The planned maintenance window is between 06:30PM and 09:30PM PDT
Trying to create a formula to only count completed tickets in a certain date range.
Here is what I have but I get not results from it countif(("Request"."Request Pending Status" = 0) AND ("Request"."Completed Time" >= DATE(2024-04-01) AND "Request"."Completed Time" <= DATE(2024-07-01)))
ManageEngine User Conference, New Jersey, 2024
Hello folks, We're excited to announce that we're back in North America with our latest ManageEngine User Conference. Place: Newark Liberty International Airport Marriott, New Jersey Date: May 14 and 15, 2024 Why attend? Here are some things you stand
PRTG Networking Integration into Analytics Plus
Hi, In our environment we use different monitoring tools, including opmanager, application manager and PRTG. We see that there are integrations such as Nagios, SolarWinds or Dynatrace. Will there be an opportunity to integrate PRTG Networking information
Hide reports / Change roles permissions
Hi, Do you have a option to hide reports to some technician? We want only the administrator to be able to see some reports. Hide them for the other technician or change role permissions
[Free e-book] How to declutter performance metrics and gain insights through the noise?
Hi there, With reactive ITOps practices creating a deluge of alerts that disrupt the enterprise IT landscape, the need for a proactive approach to sift through alert noise and gain more clarity into IT infrastructure has become paramount. Our latest e-book
[Free webinar] How to eliminate service process inefficiencies and save costs
Hi there, Optimized technician efficiency, increased chatbot adoption, and enhanced service delivery—these transformative outcomes await you at the end of our latest webinar. This session covers proven strategies to eliminate widespread service process
how can I edit the custom query after I finished import the data from SQL
Hello I imported data into Analytics Plus from a MS SQL data source through custom query, but I need to modify my query statement. I found that there seems to be no way to view and edit my custom query table in the A+ data source.
[Free webinar] How do you measure the business benefits of IT initiatives?
Hi there, Struggling to quantify IT’s contribution to productivity? Take your IT from a sideline function to a strategic powerhouse. Join the session and discover how to shift perspectives, turning IT into a key contributor to organizational efficiency.
[Free e-book] 5 inefficient asset management practices that are costing you
Hi there, Are asset inefficiencies silently draining your IT budget? Uncover hidden asset inefficiencies, optimize procurement practices, and derive maximum value from every IT investment using powerful analytics. Our latest e-book provides data-driven
Reduce service desk expenses in five quick steps [Free webinar]
Hi there, Cost reduction strategies involve time-consuming plans, and often fail to curb IT expenses effectively. Discover five immediate steps you can take to optimize service desk expenses, while improving service desk efficiency and productivity. Join
Can not intergate SDP to Analytics Plus
Hello everyone, I am using SDP version 10.5 build 10551 and Analytics Plus version 4.5.6 build 4500. I am trying to integrate SDP and Analytics plus but the following error occurs. Log files and images attached Please help me
Supercharge cost optimization in your service desk with report bundles
Hi there, Looking to optimize IT costs? Are inefficient asset purchases draining your IT budget? Should you repair or replace? Elevate cost optimization strategies with our latest report bundle. Access pre-built insights on eliminating budget wastage,
[Free webinar] 5 quick steps to drive service desk cost optimization
Hello there, Reduced budget wastage, streamlined asset management, and enhanced service desk efficiency—this is everything you stand to gain at the end of this webinar. Join the session and discover data-driven strategies that bring significant improvements
Waterfall Chart
Hi Everyone, I'm wondering if there is a to include a waterfall chart as an option? If not is that something that can be added to the roadmap for Analytics? Thanks Steve
Hijri Calendar or date support
Hi, I store date in table as Gregorian date, but do you have any option to convert date as Hijri date and show it in chart and analysis by Hijri year or month. Can you add this option? Thanks for helping
[Free e-book] 5 tips to avoid common IT budgeting pitfalls
Hello there, The path to creating an accurate and effective IT budget is fraught with various pitfalls that often go unnoticed. While there are several blueprints for creating effective IT budgets, these often fail to account for the common mistakes that
[Free webinar] 5 strategies to avoid service desk technician burnout
Hello there, Experiencing declining productivity and efficiency? Your solution may not lie in enhancing technician skillsets, but in tackling the underlying signs of technician burnout. Our latest webinar walks you through effective solutions to identify,
2023: A feature retrospective
In a transformative year of industry shifts, 2023 marked significant milestones for us at Analytics Plus. Here's our yearly roundup of a suite of new features, enhancements, integrations, and more. 1. Powerful integrations: OpManager MSP: Gain complete
The CIO's handbook for analyzing IT budget spending [Free e-book]
Hello there, Don't let generic reports and a lack of visibility impact your IT budget and spending. Gain a powerful edge over standard budget reports with our latest e-book, and witness streamlined IT budgeting, reduced cost wastage, and increased ROI.
Planned disaster recovery drill for Zoho Europe and Australia datacenters on 10th December 2023 and 17th December 2023
We have planned to conduct our yearly Disaster Recovery(DR) drill for Zoho EU(Europe) and AU(Australia) datacenters on 10th December 2023 and 17th December 2023 to ensure readiness in the event of a disaster. Below is the schedule for switch operation
[Announcement] End of technical support for Analytics Plus builds 5200 and below
We hereby announce the end of support for Analytics Plus 5200 and below, effective from December 30, 2023. If you're on these builds, we request you to upgrade to the latest version to enjoy continued technical support from the Analytics Plus team. Please
Measure and reduce ticket volume in 5 quick steps [Free webinar]
Hello folks, When your help desk is inundated with tickets, it impacts technicians' ability to deliver sustained results. Catch the warning signs of a struggling help desk, and formulate effective strategies to streamline workload management. Register
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
[Free webinar] 5 ways to measure and reduce your help desk's workload
Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling
[Free webinar] How to make the help desk your first line of cyberdefense
Hi folks, We're happy to bring you our latest webinar on making the help desk your first line of cyberdefense. Date and time: October 30, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Cybersecurity is no longer restricted to security teams.
Next Page