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.
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
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