IT analytics in 90 seconds: Track down stale tickets to ensure customer satisfaction
Improve customer satisfaction by staying on top of your inactive tickets using the Last Activity Report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Create a custom report based on weekly tickets status
Hi all, I would like to create a report with below criteria. Display number of tickets received on last week Display number of tickets CLOSED on last week (tickets were received on last week as well) Display number of tickets received on last week, but not yet CLOSE Display number of tickets CLOSED on last week and that ticket was received before last week Group by Category Display the total of the above I think the point 1 and 2 could be use the "close on same week" fields, but for point 3 and point
Backlog criteria in SDP ticket
Dear all, I would like to know the criteria of an open ticket will become a backlog ticket? Warmly regards, Carmel Lee
IT analytics in 90 seconds: Understanding technician behavior
Understand the behavior of your help desk technicians and track trends in their performance using the Technician History dashboard in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
IT analytics in 90 seconds: Complying with project targets
Track your performance against your project targets using the Target vs. Actual Milestone Completion report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
IT analytics in 90 seconds: Track finances across all accounts in an MSP help desk
Track the bill information of your managed customer accounts using the Bill Details report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
[Free webinar] The secret to delivering exceptional customer service
The primary goal of any help desk is to deliver exceptional customer service. But how do you do it? Join us for a free webinar on February 27, 2020, to learn how you can leverage advanced analytics to: Perform cross-module analytics and get a 360-degree view of your help desk Gather rich and deep insights on customer experience Make faster, better decisions to improve customer service and boost customer engagement Date: Feb 27, 2020 Time: 2pm AEDT | 11am GMT | 11am PST Duration: 30 minutes
Projects by Pending Milestones or Tasks --> Sum Estimated Efforts by Milestone
We have a standard report "Projects by Pending Milestones or Tasks" which was generated after SDP MSP<-->Analytics Plus integration. We have a column in this report "Estimated Hours" https://drive.google.com/file/d/1Wt-fyGI07pPdGglx9M2SDpFI1YV1MYEB/view?usp=drivesdk but this is just the field in a milestone. So you have to calculate all milestone tasks Estimated Efforts and then manually enter the value in Estimated Hours for each milestone. This is so boring. How can I add a column to this report
Currency symbol inactive
Why Currency symbol is inactive|? I can't choose any other symbol. https://i.imgur.com/1lvUMIZ.png
Request Resolution Field Missing
I am trying to create a report that lists all our incidents that were resolved yesterday in order to review all the resolutions. I was surprised that the Resolution field is not available. I am on SDP MSP. This is a critical field. Why is it not available and how to I get it added? Thanks, Brian
Using Top/Bottom n Filter and the Color field
If I create a chart using the Bottom N filter based on ticket count it works great. I have a chart that shows our bottom 20 technicians by the count of tickets resolved this month. If I try to add a value to the color field, the report changes. So for example if i add the Priority filed to Color I would expect the same results as before using this field. This is not what happens. The report treats each priority value separately and reports on the bottom 20 using Priority. Here is an example showing
SD and Zoho Analytics
Hi, I was wondering if there was a way to have Zoho Analytics get data from both Support Desk and Zoho Projects and be brought into the same analytics space? Thanks, Jareth
Total in pie charts
Hi, Is it possible to view the totals in a pie chart? Both in stand alone reports and in dashboards would be nice. Please see attachment. /Alexander
IT analytics in 90 seconds: Identify backlogs across customer accounts
Spot backlogs and work toward better resolution times across your managed help desk accounts using the Backlog Analysis by Customer report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Filter Not Working Properly
Hi I have an SLA report. I set the Filter to a range (From May 1, 2019). The graph should start with May 1st and show only data from that date forward. It is filtering the data correctly but the 1st data point on the chart is for January 2020. The 2nd data point is for May 2019. Chart should display with May 2019 as 1st data point and January 2020 as the last. Please see the enclosed screenshot. How do I get this to display properly?
How can I create a widget that shows requests opened last 24 hours
Hi Support, I am trying to create a widget in the ME ServiceDesk Plus Analytics area for a daily ticket counter widget per the instructions in this video. Somehow It won't let me create the 24 hour window. I just want to know how many tickets were entered in the last 24 hour window, please? Can you show me with a video like this, please? https://pitstop.manageengine.com/portal/community/topic/how-can-i-create-a-widget-that-shows-requests-closed-within-a-certain-timeframe
IT analytics in 90 seconds: Manage SLAs across several managed accounts
Monitor SLA breaches and ensure better compliance rates across your managed help desk accounts using the SLA Violations report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
IT analytics in 90 seconds: Track your performance against help desk targets
Measure resolution rates against help desk targets to identify how far you're off target and improve overall resolutions using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
Desktop Central integration problems
Were running Desktop Central 10.0.366. When i start the wizard for the Analytics Plus integration, it errors out and tells me the username and/or password don't match. I am one of a few administrator users in Desktop Central. I've tried Local Authentication as well as Domain Authentication. Both give me the same error message. Documentation is very laxing to say the least when it comes to troubleshooting. How does one go about connecting the analytic tool to desktop central?
2019: A feature retrospective
It's quite common for the human mind to look back and reminisce over the days that were, especially at the dawn of new beginnings. As we step into a new year - and a new decade! - we at Analytics Plus thought we'd follow suit, and look back at some of our best features and updates over the last year. Integrations with popular IT applications 2019 sure was the year of new integrations! We introduced support for several applications out-of-the-box, steadily growing the breadth of our prowess. Here's
Need Help with an SLA Report
We have a customer who has an SLA based on a Proposed Resolution for an incident. Not going to go into details on what is a proposed resolution. My thought was to use the Status History data that is now available in AP. So I would create a new status choice in ServiceDesk Plus MSP called Proposed Resolution. I would like to create a report by incident that would capture all the time that counts towards their SLA. I can do that as shown below. What I need is the following - to show the SLA time allowed
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
[Free e-book] 5 cost-saving opportunities in the IT asset life cycle
Organizations tend to overlook opportunities to control IT costs, particularly when it comes to IT asset management. This e-book outlines five cost-saving opportunities in the IT asset life cycle, from asset procurement to retirement or disposal.
IT analytics in 90 seconds: Tracking projects using burndown charts
Track work that's yet to be completed, and predict when your project will be finished using the Project Burndown report in Analytics Plus If you're not already using Analytics Plus, get started with your free, 30-day trial:
Advanced Analytics - Logs
There is a way to automatically compress the logs from the previous day on Advanced Analytics? I`m getting very big logs on this: -rw-r--r-- 1 root root 846728 Dec 29 23:59 access_log2019-12-29.txt -rw-r--r-- 1 root root 527922 Dec 30 12:30 access_log2019-12-30.txt drwxr-xr-x 2 root root 227 Dec 30 01:00 archive -rw-r--r-- 1 root root 4452672 Dec 30 12:30 coldbout0.txt -rw-r--r-- 1 root root 0 Jul 26 11:31 coldbout0.txt.lck -rw-r--r-- 1 root root
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
[Solved] Error while updating files: Upgrading to Analytics Plus build 4350
Hey there, A few of you may face some difficulty in upgrading to our latest build 4350, with the below error message appearing: Error while updating files. After a little digging around, we determined that this was due to the memory of the application's Java Virtual Machine (JVM) being too low. To overcome this issue, and successfully upgrade to build 4350, all you have to do is increase the memory of the JVM by making some minor modifications to the UpdateManager.bat file. Steps to overcome this
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be
How to Backup AP
How do I backup Analytics Plus?
IT analytics in 90 seconds: Track the efficiency of your knowledge base
Understand how efficient your knowledge base articles and solutions are with the Solution Effectiveness report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Text/String Character Limit?
Good morning, we are trying to retrieve Notes from ServiceDesk's database and are finding that the text/multi-line text columns are getting cut off after 500 characters. Is there a limit to the amount of characters in a text field in Analytics? If so, is there a way to bypass this restriction? We are on Analytics Plus Build 4300. Thank you!
IT analytics in 90 seconds: Three ways to keep your end users happy
Identify various ways to boost end user satisfaction using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Analytics Plus stops working when the trial license expires
Analytics Plus stops working when the trial license expires. At that moment I can't even see the login window and I have to reinstall the product and recreate all the Dashboards and reports I had created before the expiration of the license. Someone can help me get back up and running with the analytics plus personal license. Greetings.
IT analytics in 90 seconds: Balance the workload of your help desk technicians
Ensure faster resolutions by balancing the workload of your help desk technicians using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Report showing totals of a multi choice box
Hi, I have a multi choice field in Service desk that is imported into Analytics Plus. What I'm finding is - if i do a report on this field it will list them with all options that have been selected - so for example - I select for request1 - Option 1 Option 3 Option 5 I select for request2 Option 1 I select for request3 - Option 1 Option 3 I select for request 4 - Option 5 How can i run some kind of report that totals them up. What I'm finding is if I do a report on this field.. it will list them
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
IT analytics in 90 seconds: Monitor your inactive privileged users to mitigate security risks
Leverage Analytics Plus to stay on top of suspicious activities from your inactive privileged users. If you're not already using Analytics Plus, download your free, 30-day trial today.
Installing Analytics Plus on same server with ServiceDesk Plus
Hello, I have serviceDesk Plus over Windows Server 2012 and I want to use Analytics Plus. Is a good idea to install on the same server? Where I can find steps to configure correctly Analytics Plus and docs to use it? thanks in advance
Tickets Deleted in MSP Show Up in AP
I have tickets that are deleted that show up in reports in AP. Many of these are SPAM or Do Not Reply email.This is skewing all m y reports.
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