Need help with custom report
I can easily track a resolution SLA from my MSP ticket data using Analytics. I am trying to create a report on another custom SLA that MSP can not create, We have a ticket status called Proposed Resolution. This status does not resolve the ticket. Some customers have a resolution SLA till this status in a ticket. I am using the Status History table to create a report that looks So the only request status I am interested in are Open and In Progress. Once a ticket status becomes Proposed Resolution
How to remove Ask Zia
How do I remove this add in? I feel it does not work and has interouced performance issues since it was activated on both production and test servers.
IT analytics in 90 seconds: Stay on top of unusual behavior in your privileged accounts
Watch over every abnormal user activity in your privileged accounts, and catch malicious behavior using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: Easily detect security breaches in your privileged accounts
Spot security breaches easily by monitoring user authentication records with Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today.
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
IT analytics in 90 seconds: How to manage your privileged accounts' passwords like a pro
Gain comprehensive insights into password behavior and secure your privileged accounts using Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: Track anomalies in your privileged account activity
Keep a close eye on the access records of your privileged accounts to tackle security breaches using Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today.
Problem syncing Analytics with ServiceDesk
Hi everyone, We are having trouble synchronizing the ServiceDesk platform with Analytics Plus: We have tested the following solutions: - Update Analytics to the latest version - Perform a clean installation of Analytics - Clear integration completely None of this has solved the problem. I would appreciate your help, this almost always happens when we update the platform or sometimes for no reason. - I attach the logs corresponding to ServiceDesk / logs / zreports and logs analytics: LOGS: https://1drv.ms/u/s!AoZRuhTne7bJlMgatGJDO9XtMn9BWg?e=D8Covn
IT analytics in 90 seconds: Monitor privileged account permissions to mitigate insider threats
Monitor and curtail user privileges to protect your privileged accounts from insider threats and malware attacks using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for a three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing request resolution time Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: October 17, 2019
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
SDP sync stopped working
Hi, Sync between SDP and A+ suddenly stopped working. The sync status in SDP is stuck on "in progress" since two days ago. A+ is reporting that sync is successfull but, no new data is fetched since two days back. I've tried doing manual syncs both from A+ and SDP, and restarted the A+ service, but no luck there. Regards, Alexander
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
SupportCenter Plus - How to best integrate 'Business Hours' Functions into existing reports/columns?
Hello! I've just found that Analytics has a set of Business Hours/Days functions available when building custom columns. Unfortunately, these don't seem to be included within the default columns. Has anyone altered the existing columns to include these functions? Specifically (but not limited to...): Time Elapsed Time Elapsed in Hrs Time to Response In Hrs Days Since Request Updation (?) Days Since Request Updation- Age Tier Time to Assign in Minutes Time to Resolve in Minutes Hours to Complete
IT analytics in 90 seconds: Monitor assets that may disrupt business operations
Monitor risky assets in your organization and take immediate corrective measures using the Assets that Need Attention dashboard in Analytics Plus. If you're not already using Analytics Plus, download your free 30-day trial today.
SupportCenter Plus - grouping Accounts by Region
Hello! It appears that the Support Center Plus integration does not currently import the City/Country/Location or any custom fields from the 'Account' section. Is it possible for us to create a formula column that would allow us to group customers by region? eg. North America ("Account A","Account B", "Account X") Rest of World ("Account C","Account D") Other ("Account JJJ") Once we had that available, I could then add those as filters to Dashboards etc. Thanks,!
IT analytics in 90 seconds: How to effectively audit and monitor your asset inventory
Discover the assets that have not been scanned to ensure a thorough catalog of your help desk's assets using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
Urgent - Stacked Bar Chart
Hi I am trying to create a bar or stacked bar report. I need to show incidents by status and priority for each of the past 3 months(July, August, September listed separately). I can display one or the other but not both priority and status. How do I do this? I need this today so a quick response is needed. Thanks
Release announcement: Build 4300
Hello everyone! We're happy to announce the release of our latest build 4300, that comes with a plethora of features and updates. 1. Introducing out-of-box integration with Password Manager Pro Analytics Plus now integrates out-of-the-box with ManageEngine Password Manager Pro, to provide in-depth analytics on privileged account access. Click here to learn more. Want to know how analytics can help secure your privileged accounts? Sign up for our upcoming webinar. 2. Import data from more cloud databases
First response time calculation
Hi, i need below report: % of overdue first response time / all tickets overdue Condition for this report: first response time > 2 hour overdue Condition in SDP: first response time > 1 Hour Would you please help me? BR
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Analytics Plus upgrade failure
I get this error- Irrevertable exception occurred/error in preProcessor uninstallation completed when I try to upgrade analytics plus. Please help.
IT analytics in 90 seconds: Reduce IT operational costs using analytics for asset management
Leverage Analytics Plus to gain insights on the total cost of ownership of assets to cut down on IT operational costs. If you're not already using Analytics Plus, download your free 30-day trial today.
IT analytics in 90 seconds: Derive unified insights by correlating IT Asset Management with Incidents and Changes
Improve resolution times and reduce the impact of downtimes on business by using Analytics Plus to draw unified insights of assets, incidents, and changes. If you're not already using Analytics Plus, download your free 30-day trial today.
Problem Data
Good afternoon, is there a way to retrieve Problem data from within our ServiceDesk workspace? We are not seeing any reports/dashboards relating to ServiceDesk Problem data and we need to be able to report on this. We are on Analytics Plus Build 4260. Thank you!
Sync error to ServiceDesk Plus
Hello! I'm trying to sync Gives an error message: FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Previously, I already synchronized the test version, then deleted it, now this problem occurs. Where can I find the configuration file with these parameters? Thank you!
IT analytics in 90 seconds: Three ways to keep your end users happy
Identify various ways to boost customer satisfaction using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Feature spotlight: Ask Zia
Simplifying advanced analytics with natural language processing Intelligent assistants are a dime a dozen these days, capable of everything from drafting an email to locking your doors. In a world dominated by the likes of Alexa and Siri, we have our
IT analytics in 90 seconds: Monitor assets' financial data at various stages of their life cycle
Ensure accurate financial records in your help desk by tracking assets’ financial data through every stage of their life cycle using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
Availability of monitor groups
dears, Hi, I did synced applications manager and analytics plus and need report to show below chart: Group Name #1: availability in % Group Name #2: availability in % Group Name #3: availability in % . . . BR
IT analytics in 90 seconds: Leveraging asset change history to prepare for audits
Monitor every aspect of asset changes to ensure compliance during audits using Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
[Webinar recording] Save big with advanced analytics for ServiceDesk Plus asset management
Did you miss our webinar on how to save big using advanced analytics for ServiceDesk Plus asset management? No problem! Check out the recording here:
Release announcement: Build 4280
Hello everyone! We're happy to announce the release of our latest build 4280, which introduces exciting features designed to make your life a whole lot easier. Introducing Ask Zia - Zia, the intelligent analytics assistant is now here to create your reports for you! All you have to do is ask Zia your questions in plain english, and powerful insights will be generated immediately in the form of cool visualizations. You can also train Zia to understand your company specific jargons and workflows,
IT analytics in 90 seconds: Track non-compliant assets in your help desk
Avoid noncompliance during audits and save big by tracking under-licensed software assets using Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
IT analytics in 90 seconds: Boost ROI by tracking the life cycle of help desk assets
Discover cost-effective ways to manage your assets, and increase ROI by tracking your assets' life cycles with Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
[Free webinar] Save big with advanced analytics for ServiceDesk Plus asset management
Hello folks! We are happy to bring you our next webinar on how to save big with advanced analytics for ServiceDesk Plus asset management. Date: July 25, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Agenda Organizations divert a major share of their IT budgets towards purchasing hardware and software assets, so it's important that asset managers make the right purchase decisions, and ensure that assets, once purchased, are utilized to their fullest potential. During the webinar, we'll discuss all the
[Webinar recording] Deliver next-level customer support using advanced analytics for your service desk
Did you miss our webinar on delivering next-level customer support using advanced analytics for your service desk? Check out the recording to learn about providing satisfactory resolutions, empowering users, keeping your desk technicians happy, and more.
How do I share the complete workspace to a user
Hey team,I'm looking to share a workspace I created in Analytics Plus to another user. Is there a way to share the entire workspace without having to share the tables, charts, and dashboards separately.
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
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