How do you create a report based on important keywords?
A simple way to spot areas that generate the highest volume of trouble tickets is by running a category based report. However this holds good if all your tickets are being categorized correctly by your technicians or by your end users. I've noticed in my experience that most companies that let end users raise requests via email, don't put in the effort to categorize requests. In such cases, the only way to find the context of the ticket is to rely on the subject line. Going through the email subject
Graph on Incidents per Priorities
Hi All I was wondering if I could have a bit of assistance creating a graph on created and resolved incidents by month by priority. The Y-Axis to contain a numerical count of requests. The X-Axis to contain each month. Separate lines charting the number of open requests, one for each priority by month. The same with closed requests by priority per month totally 10 individual lines. Please advise whether this is possible or something similar to be generated. Thanks in advance,
How can analytics help you with continuous service improvement?
Continual service improvement (CSI) is at the crux of IT service management. CSI aims to continually improve the efficiency and the effectiveness of services, and processes. Broken down in simple English, CSI is comparing your current efficiency levels with your past performance and making sure you see an improvement. How can analytics help you do that? Let's say you want to find out areas that your technicians lack expertise. No matter how good your technicians are trained, there are going to be
Unable to apply SSL certificate
I tried to apply a *.pem certificate that was provided by Entrust and once installed successfully and the server.xml file modified as follows, I am unable to access the application. In server xml I performed the following configuration: Connector port="8443" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" disableUploadTimeout="true" acceptCount="100" debug="0" scheme="https" secure="true" clientAuth="false" sslProtocol="TLSv1+TLSv1.1+TLSv1.2"
How do I exclude deleted requests from my servicedesk reports?
I see that my reports include deleted requests also. How do I remove them from it?
So many tickets to close, but so little time. Where do I start?
With piles of tickets flooding their system by the hour, a service desk technician's efficiency is determined by how quickly they manage to close the impending tickets in their name. A tough job, even for Superman. But you don't need super powers to solve this. Using a simple report, a technician can decide which ticket to take up first.All they need to do is to create a report to view the incoming ticket trend and categorize it, based on business impact. Knowing which tickets have a higher bearing
Reporting on archived requests
We have data archiving configured for 2years in SD+ and would like to be able to report on these tickets. Are we able to import the archived requests in analytics to perform year over year trending? SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Default username and password is not working in Analytics Plus
I'm unable to login to Analytics Plus using the default username and password displayed.
Tech Ramblings: How to avoid an upgrade failure?
You see a new version of Analytics Plus released and you are all excited to upgrade your installation. Maybe it has a new feature that you were looking forward to or you are like me, who is super OCD and the thought of not being on the latest version bothers you when you go to bed. Either way, you put your red cape on, plan for a downtime of 30 minutes, send out emails to everyone and begin your upgrade. BOOM! (the sound of reality), the upgrade fails and you have a mysterious error on your screen.
Are you paying attention to your customers' woes?
Imagine a situation where you are booking tickets and have submitted your payment details, while waiting for the confirmation message. But all of a sudden, a webpage error occurs and you have been charged for the tickets, although you haven't received any booking confirmation. You call customer service to express your annoyance, but to your frustration, you are put on hold. You send them emails, but there is no answer. Annoying, isn't it? Owing to the unpleasant experience, you might decide never
How to set passwords for new users?
When I share reports with users, I enter their email address but how do I set passwords for them?
View underlying data error
I have our main dashboard. it's customized but is built on an out of the box one using out of the box reports. As of about 2 days ago, the ability to VIEW UNDERLYING DATA fails and gives the below error. I also manually pull over 2 tables from SDP and have reports tied to them in the same dashboard. They still function and the underlying data shows normally. I sent in the support logs yesterday on the same issues. Please advise.
Tip of the week: Setting thresholds on charts
Most KPIs have thresholds. A globally accepted limit within which the respective KPI value is considered to be under control. Some examples are resolution time SLAs, first response SLAs, server CPU utilization thresholds, traffic volume thresholds etc. Different types of notifications are triggered by your applications when these thresholds are breached, however, you don't see these thresholds in your reports. Using the threshold feature in Analytics Plus, you can visually find out how compliant
How to calculate throughput?
Hi folks, Sorry for this noob question, but we'd like to simply see the number of tickets that came into our support groups (tickets handled by a group) in a given time period (Ex. Last month). We have four SDP Support Groups. For simplicity, Support Group 1, Support Group 2, Support Group 3, Support Group 4. In our structure, the numbers represent a tier. A ticket will come in to group 1 and either be resolved or escalated to group 2. Similarly, it will be resolved or escalated to Group 3, and finally
Decimal places on Text values
Is there a way to limit the number decimal places displayed for values generated for 'Text' on a graph? There is a way on graph settings on the Axis tab but I don't see how to do it for the values generated for the Text fields.
Users unable to see my database
Hi, I recently integrated Servicedesk with analytics and added a few users. My users are not able to see my database. Am I missing something?
Add additional table to existing chart
I have a chart using the REQUESTS table as its base. I simply use a bar chart to give me a count of tickets generated by month. This works as desired. Now I want to add the surveys table to this chart to plot count of surveys received per month. My survey table is a custom one I import from SDP. How can I add this table to the existing one and have a combo chart with the new requests as a bar and surveys as a line. I'll even accept 2 separate axis if necessary. I know I can probably write a query
Slide show from multiple databases
Hi, Is it possible to combine dashboards from two different databases into one slide show? I have our Service Desk data on a separate dashboard from all the other datasources (like Lansweeper and Solarwinds) and I want to create one slide show to display various dashboards from these databases. Thanks!
Only allowed line chart
When making a report using count of time (here, Resolved Time, but also behaves same with any Count of time field), all I can choose is a line chart or a scatter chart. My numbers being pulled appear accurate, but why am I limited to just those 2 charts when doing it this way? I'm actually wanting a bar combo chart type for what I would like but even a normal bar would work. Thanks
Export to PDF fails
When I go to export to PDF | LAYOUT AS IN DASHBOARD and choose defaults (although changing the views doesn't help), the export function runs but I get a 0 byte file and a "Failed to load PDF document" message when try to open it. I thought this was because I had some large picot reports but I moved them all to a different dashboard and get the same error. This one is pretty big because I have mangers who want to send this data up or down stream and they can't. And this USED to work prior to upgrade
Analytics Plus app now available for iPads and Android tablets
Hello there! Analytics Plus app for iPads and Android tablets is now available for download. Download the app, and get actionable insights on the go. Here are the benefits of this feature. 1. Keep track of your data, no matter where you are. 2. Access all your reports and dashboards instantly. 3. Share and collaborate securely. Visit this page, to know more.
Using Dashboard viewer license
can I get some info on specifically how to use the Dashboard viewer licenses? I have the trial license loaded but I can't see any new steps when exporting a dashboard that would take advantage of the new license type. Thanks David
How to link charts in dashboard
Hi, I'm a new user of Analytics Plus and am wondering if it's possible in a dashboard to click on a single bar in a bar graph and use that selection to update the legend filter in a second, separate chart in the dashboard? Hope that makes sense. Also, is there a code view available where you can tweak or modify links directly in the underlying code? I'd like the user filter to always default to the latest date, but it seems to only accept a hard-coded static value that doesn't change as new daily
How to Create Report of Worklog Hours per Customer in SDP MSP?
Hi I added SDP MSP data to Analytics. Out of the box I see a Request table and a WorkLog table. The worklog table does not have any info on the Account/customer. I can I create a graph of the hours booked per Account?
Add Text feature not Working for Me
Hi I am trying to add some Text to a dashboard. Nothing happens when I click on the Add Text or Add Image button. The Add Widget button does work. Anyone else experience this issue? I am on the latest build.
Version 3110 released
We have released a newer version of Analytics Plus today. This release comes with the following bug fixes. Synchronization issues with ServiceDesk Plus installations that have more than 8 request additional fields has been addressed. Problems in exporting dashboards that contain widgets have been fixed. Synchronization problems with the latest version of Applications Manager have been addressed. Users running version 3050 or above will be able to apply this upgrade pack. Users running version
Widget resize fail
We just upgraded to 3100 last week. I noticed that the widgets needed to be resized manually on one of our main custom dashboards. now, when testing the read-only licenses, I embeded a dashboard into a sharepoint page and the widgets are now REALLY messed up. Bug? Could be CSS conflict being in a SharePoint site. I'll try and do a test in a normal page and see if that has same behavior. Although the application itself has issues re-sizing widgets so that's probably not related. View is from IE 11
dashboard viewer license
Is there someone I can contact for pricing and specifics on the "dashboard viewer license" I learned about yesterday? We'll be looking for a quote for a few new licenses in a bit and I need to let my manager know to include this or not. I'll need to know a price and if I just need 1 of that type or multiple depending on the circumstances. I sent an email to sales yesterday but haven't heard back. Thanks David
Axis Sorting
Hi, New user to AA here, and this one is driving me NUTS. The sorting of each Axis is a complete nightmare, I have a graph where dates are listed on the X axis and a percentage on the Y axis, the chart is then not sorted with the oldest date first to the most recent last, it randomizes them. I go in and have to manually sort them, there does not appear to be either a) Keep source formatting - They are already in the right order according to the sheet b) sort by date Am I missing something?
How to link Request Custom Fields and Worklog Tables? Please help - URGENT
Hi There - Last year, i created a custom field called "Request Type" prior to SDP releasing the default field of "Request Type". Therefore, when integrated with Zoho Reports, "Request Type" was populated in table Request Type Custom Fields and not table Request, which I thought was fine. However, I'm running into an issue. When I create a report using attributes from Request Custom Fields and WorkLog, it say's I can't because they are not connected. However, they should be as Request ID exists in
Access your favourite Analytics Plus dashboards from within Service Desk Plus's console
'If Analytics Plus is integrated with ServiceDesk Plus(SDP), can the dashboard view in SDP include the dashboards created in Analytics Plus?' Yes, now you can. From ServiceDesk Plus version 9300 onwards, there is a provision to customize dashboards, that have been already created in Analytics Plus. By simply adding the URL of your Analytics Plus dashboard or report you can view it on ServiceDesk Plus's visual interface. So, what are the benefits of this feature? Analytics Plus gives you
Tips and tricks : Use timeline filters to apply date changes to reports and widgets in your dashboard
While creating dashboards, do you find yourself adding separate date columns as user filters for each report? There's an easier way to do this. Instead of adding multiple user filters, you just need to add a single timeline filter, in your user filter column. The timeline filter will be applied to the date values of all your reports and widgets on your dashboard. E Example shows how you can add a timeline filter to the alarm trending dashboard.
Why average values of helpdesk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem.
How to create report about which request id has almost miss SLA or created too long?
Would you please advise or give me some tip? Thank you in advance
Is it Possible to Move From 'On Cloud' to 'On Premise'
Is it possible to move from Zoho Reports (On Cloud) to ManageEngine Analytics Plus (On Premise) and migrate my database, dashboards, and reports?
Advanced Analytics Link
Even though I have a local advanced analytics installation configured in Servicedesk and the show link checkbox checked it goes to https://reports.zoho.com/ZDBDataSheetView.cc?DBID=301 instead of my locally installed advanced analytics installation.
How to copy templates from old to new database ?? // problem after restoredatabase !!
hello someone can help me, how can i copy some templates from old to new database ? i have two databases SDP SPOC - old database ME ServiceDesk Plus Analytics - its new database my old databse have many templates. Why do i need this? Actually i need to move analytics from old to new instance. my old database have link: https://war04aps001:9443/ZDBDataSheetView.cc?DBID=303 Operation on old server: 1. stop analytics service 2. backup data by using backupDB.bat 3. copy file ZIP to new instance. operation
Tips and Tricks : Pivot charts vs Funnel charts
As compared to pie and bar charts, pivot and funnel charts are not used very often. However, they do an excellent job in drilling down to specifics in your data. So, when is it ideal to use them? 1. When you want to create multi-dimensional reports, opt for pivot charts. Pivot charts are useful when you want to compare more than two metrics/fields/columns in your report. Sample shows a pivot chart depicting the site and department wise grouping of reopened requests. 2. However, funnel charts are
Embedding reports
Just a feature request... Currently we can exports as html/pdf/etc. There IS an embed option, but it requires the users to have a license and log in. So if I want to display a dashboard on my intranet or sharepoint site, it will only be available to certain users. It's not the most elegant. While I understand that licenses=money for your company, I would LOVE to see a read only option for embedding reports where I can do it for all users/visitors to my internal site. I can schedule email reports
FAILURE :Exception in creating table in Analytics.
When synchronizing from Servicedesk Plus to Advanced Analytics we get the error: FAILURE :Exception in creating table in Analytics. The connection between Servicedesk and Advanced Analytics is successful.
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