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.
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.
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