Create a keyword cloud to catch things you have been missing in your helpdesk
In this week's post, we decided to take up a report requested by one of our customers - the keyword cloud report. Essentially, this is a report that can show you frequently occurring keywords in your helpdesk and help you identify repeat issues. A keyword
Create Keyword Report
In the e-book on Analytics Plus a keyword report is listed. Could quick steps to build the report be published? Thank you.
[Webinar Recording]: In case you missed our latest webinar on Oct 25th, 2017
Here is the video recording of the latest Analytics plus webinar on the topic- "Busting the analytics myth: Can analytics really help improve helpdesk processes?"
Do you know what percentage of your requests get escalated?
For a help desk manager, it is important to track your ticket escalations because it can give you a glimpse of your helpdesk efficiency. By knowing the percentage of requests that get escalated, you can estimate how efficient your ticket workflow system really is. And needless to say, lower the ticket escalations, higher the efficiency. Here is a sample report comparing the percentage of the ticket escalations to the total tickets raised, according to their category. Looking at this report, you
Report of the week: Average response time by category
What is response time? Response time is the time taken for a technician to respond to a request. It tells you exactly how much time your technicians took to respond to a request. Response time is important because it is a direct measure of customer satisfaction. Lower your response time, the higher the level of customer satisfaction. Response time is also indicative of the efficiency of service teams and their work flow models. Here's an average response time report created using Analytics Plus:
Detect anomalies in your network
The dictionary definition of an anomaly goes something like this- Anything that deviates from what is standard, normal, or expected. Anomalies in IT usually point to something that needs our immediate attention. For example, 2 continuous failed login attempts on a business critical server might be normal, but 10 continuous failed attempts is an anomaly. An office router sending 10 GBs of data per hour on a work day is normal, but is an anomaly on a non-working day. It is easy to miss these anomalies
Webinar: Busting the Analytics Myth: Can Analytics really help you improve Helpdesk processes?
When: October 25, 2017 (2pm AEST | 10am GMT | 10am PDT) Presented by: Rakesh Jayaprakash, Product Manager, Analytics Plus Agenda: We're putting analytics to the test, and answering the following questions. Can analytics offer new insight into your help desk? Aside from basic help desk reporting features, what else does analytics have to offer? Does analytics have any role to play in defining your helpdesk strategy? Join us for a free Webinar to learn how analytics can help you see and understand
Release Announcement: Build 3250
Hello there! Today we're excited to announce the release of Analytics Plus version 3250. This release rolls out one of our most exciting features - the Gallery - a collection of pre-built report and dashboard templates you can simply copy into your database to derive actionable insights from your data. Note: This feature is available only for out-of-the-box integrations such as ServiceDesk Plus, OpManager etc., With the latest release, alerts about new reports and dashboards added to the gallery
Dashboard license user consumption
I received my trial license and applied to to our environment successfully. It works a lot smoother than it did back in the 3050 time when it was first launched so kudos on that. I have a question on how licenses are consumed in a complicated set up. Obviously if I publish 1 report or dashboard per webpage it takes 1 user (even though a dashboard may have multiple reports). Correct? So what If I have a webpage with multiple individual reports on it or I dynamically cycle through multiple reports
How to import Knowledgebase data from ServiceDesk Plus into Analytics Plus
Ever wanted to run reports on the most viewed knowledge base articles, highest KB contributors, topics and more? Now you can, with some minor customisation. Here are the steps that will show you how. Step 1: Launch ServiceDesk Plus database and click New and choose New table / Import Data. Step 2: Click Local and Cloud Databases. Step 3: Fill the database server details for the connection under the Connect to Local and Cloud Databases section and click Next. (In this case, I have chosen MS SQL)
Update 3200 problem
hello i have problem with update my analytics plus. before update it was ver 3050, while update to ver 3200 application shows error. "error occurred while migrating postgres database" after this it was update from 3050 to 3100, next 3100 to 3140. now we have ver 3140, problem still exist, we cannot update to ver 3200. Can you help me ? Regards Lukasz
Dashboard Publish license
We had played with this a little back when it worked under the 2140 (I think) version and it kind of fell to the wayside. Now that we have upgraded to the 3200 version, there is some interest in picking this up again. What would I need to do to get a trial license again to let us publish read only reports and dashboard to a central site where they can be displayed on a common monitor, for example, or an internal website? Thanks David
SLA reports on 1st Response
Hi We are just starting to use AP to report on ServiceDesk Plus MSP. I see many SLA reports that show lots of interesting charts on SLA performance around the resolution time. My question is about 1st response SLA. If you look at SLA in MSP there is one defined for both 1st response and resolution. How do I report on both? I would be interested in seeing this data in the following out of the box reports: SLA Compliance Trend report Performance Timeline SLA Compliance vs Breached Trend - last 12 months
Add 'Sent To' 'Sent From' criteria to reports
We'd like to see future iterations of ZR include the ability to report on these two items. We have multiple teams across the organization using SD+, often with their own unique email ID. These email addresses are created as an alias to the main Service Desk email which then creates a new request while also retaining the originating Sent To field. This enables us to create business rules based on the TO field. We would use their values to report on the percentage of requests sent to a particular support
Keyword Report
In the e-book on Analytics Plus a keyword report is listed. Could quick steps to build the report be published? Thank you.
ITSM Analytics Case Study: How Ensyst, Australia, used Analytics Plus to cut down its active ticket count in half.
We're happy to announce we've just posted our very first case study on our webpage. Here is a gist of what it's about: Ensyst, a leading IT Managed Services Provider (MSP) and Microsoft Gold partner from Australia, providing end-to-end IT infrastructure and support services, was on the lookout for a robust ITSM analytics software to provide regular updates about asset performance so they can identify critical usage patterns, failure points, and take steps proactively to ensure uninterrupted service
3200 upgrade won't open in Chrome
I just did the 3200 upgrade and now I can't get in from Chrome Version 61.0.3163.100 (Official Build) (32-bit), I can get in from from IE 11 on same machine. I get the attached message and it just loops. My PC is wondows 7 64 bit. Worked fine before the upgrade. Any hints? I've cleared my cached but have not rebooted yet. Thanks
Reopened criteria
In the request table there is a REOPENED flag. it's only a yes/no and gets set during the data import from SDP. What specifically causes that flag to be set to YES? We are seeing some tickets being flagged in the REOPENED TICKET TREND chart that don't appear that look like they were never closed then reopened. knowing the criteria would be helpful in explaining those tickets. Thanks
What's the latest version of Analytics Plus?
Hi, I can know what is the latest version and build stable of Analytics Plus and how do I hear for a new versions? Thanks
SDP Sync not getting all records
For some reason my SDP sync is running successfully but not getting all the requests. Currently on build 3140 and everything SEEMS to work but my last full day appears to be 9/8 with 2 records from 9/9. I did a manual sync this morning and it completed successfully from SDP's viewpoint at least. Anything else i can check or known issue maybe?
Change Reports: Impacted Services
Are we able to report on the Services Effected selected in a CR?
e-book: 10 Must-have reports for any help desk manager
Having trouble tracking your incoming user requests and analyzing how it impacts your business? Or, has identifying high customer dissatisfaction areas become a riddle for you recently? We've put together a handy list of must-have reports that can help
Rename server in Admin SDP
In the Configuration section in SDP I currently have a server as the host. I wan to change that to our FQDN so the jump menu at the top of SDP will not conflict with our security certs. is there an easy way to do this? I can change the password only it seems. I don't really want to REMOVE because I have lots of custom reports and tables in our DB on Analytics Plus. Is there a config file somewhere I can change that maybe? Thanks
Webpage refresh interval for published URL not working
Selecting Auto Refresh option and seeing INTERVAL=120 being added to the link but the webpage is not refreshing in two minutes.
Release announcement: Version 3200
Hello there! We're happy to announce the release of Analytics Plus Version 3200. This release comes power-packed with a host of features like revamped homepage, support for Google cloud SQL DBs, faster integrations and more to make your analytics and reporting tasks simpler. Follow instructions on this page to upgrade to this version. Check out the feature highlights below. 1. Homepage gets a facelift. The new homepage layout sports all the import options in a single view. 2. Support for Google
Gap in data collected from OpManager
Good morning, I currently have a data source set up in Analytics Plus that collects information from our OpManager installation on fifteen minute intervals. This morning, I saw that the last data sync from OpManager had failed. As such, I performed a manual sync. After performing this sync, I can see a gap in the data available within Analytics Plus. In OpManager, there are readings for a specific monitor from the 26th and 27th of August; however, this information isn't found within Analytics Plus.
Licensing for recipients of emails
Good afternoon, I am currently using Analytics Plus to email some dashboards out to various people. I am using the 30 day trial of the software. It appears that for each email recipient, I need to tie up a user license such that he/she will receive an email. Is there any licensing model wherein our organization can have, say, 2 users developing reports and an unlimited number of email recipients? Thank you for your time.
Customizing email titles from Analytics Plus?
Good afternoon, I've developed a dashboard that is emailed out on Monday morning of each week, and contains data from the previous week. This previous week is selected by applying the default user filter to the email, and in turn setting the default user filter to be "Last week". When I receive the email, it has the same title as the dashboard itself ("Average CPU, Memory, and Disk Usage - Prev. Week"). I'm wondering if there is some way to customize either the dashboard or the email such that the
Do you know about Analytics Plus' new license category?
I'll start with the fundamental question- Why does Analytics Plus require a new license category? Analytics Plus is licensed based on the number of named users (and not concurrent users) who need access to either read or create reports and dashboards. The problem was that this applied to every user; even to access a report in read-only mode, one would require a separate login account. And forcing a user to logon to the application simply to view reports seemed a little far-fetched. The fix - Dashboard
approval dates query
Hi, can anyone help us on fetching approval dates for approvaed requests? Regards,
Filter by Support Group
Hi Guys In Service Desk Plus, we have two separate Support Groups set up for a particular site. Is it possible to create reports that are filtered by these Support Groups as Analytics is not pulling the data from one of these groups. Thanks in advance, Joshua.
Missing field in Analytics Plus
Hi I need to create running 12 month reports that show billable support hours per month filtered by client. We are getting the data from ServiceDesk Plus MSP. All the data is in the Worklog. I need to be able to filter the report by the Worklog Type field. This will enable me to display only billable hours. Problem is the Worklog Type field is not available even though it is a system created field. How do I access that field? One of the reasons we purchased Analytics Plus is to share this type of
Use additionnal requester fields in Analytics Reports
Hello ! In ServiceDeskPlus, I added an additionnal user field "Company" to import that attribute from activedirectory. This field is displayed properly in servicedesk's requests. However, in Analytics, i'm looking to do some report based on the company (ie : Number of requests split by Companies) Sadly this additionnal field isn't in the "Request" table, there is only Requester and its Department. Is there a way to add a new column in that table, and be able to build a report with this value? Best
Projects Data
I'm looking for data in Analytics Plus for tasks and worklogs created in the Projects module of Servicedesk Plus. Anyone have a solution?
NYC user conference - 12th and 13th of September
Join our NYC User Conference this September 12th and 13th! This two-day event focuses on sessions to help you get the most out of your ManageEngine software, dive deep into our various products, and learn about feature updates, best practices, trends,
Edit Custom Data Source Query
I currently have a custom query being used as a data Source successfully. It pulls FCR data from SDP. Where and how the bloody hell can I edit that query in case I need to change a year parameter or something?? I can see the Data Source, I can edit the connection, I can refresh the data source, where can I see and/or edit the query I am using? Thanks David
[Upcoming Webinar] Manage your change better with advanced analytics
If you are having trouble managing changes in your service desk or frustrated doing damage control because of unplanned changes, you need a plan, and fast. Join us for a webinar on the 17th of this month and learn how analytics can help you build a robust change management strategy. In this webinar, you'll learn how analytics can help you Plan your changes ahead of time, and improve service delivery. Manage emergency changes with ease. Correlate technician workload with volume of incoming change
[Solved] : Analytics Plus Connects but does not import data from application manager
Analytics Plus Connects but does not import data from application manager i even tried manually retryin but it keeps throwing Initial Fetch Failure with no discription why regards serak
ServiceDesk Change calendar as dashboard
Can have a dashboard view of ServiceDesk 'Change calendar' view with Analytics Plus?
Analytics Plus - SHA-2 SSL Certificate with SAN (Subject Alternative Name)
Hello Few days ago i needed SSL Certificate with SAN Tryied few conbinations, and found this: Create keystore file keytool -genkey -alias <your alias> -keyalg RSA -keysize 2048 -sigalg SHA256withRSA -keystore server.keystore -ext san=dns:<your alias> If you use your own password other than the default [that is, 'accounts' in this case] then, you need to update the [own] password in the following files: ../conf/server.xm; ../accounts/conf/server.xml ../reports/conf/server.xml Create CSR file keytool
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