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.
Scheduled backup
Hi, I can't get the scheduled backup to work in Analytics Plus. I've set it up as the attached image shows but I can't find any backups in \AnalyticsPlus\Backup. The backupdb.bat script for taking backups in AnalyticsPlus\Bin works but i'd rather have it scheduled in the application. Using A+ 4100. Regards, Alexander
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:
[Free webinar] Deliver next-level customer support using advanced analytics for your service desk
Hello folks, We're hosting our next webinar on June 27, 2019 titled, Deliver next-level customer support using advanced analytics for your service desk. Agenda: During the session, we'll talk about how you can leverage analytics to assess help desk operations and behavior, and draw actionable insights to improve customer service. Join us for a free session and learn how to leverage analytics to, Make it easy for customers to raise requests. Make the first response count. Empower users. Identify
Report audit trail
HI we have multiple users who have licenses in AP. Is there a way to track who last updated a report? I do not see any type of audit trail or even a simple properties page showing last person to update a report. Can a sql table be created that shows a list of all the reports, who created them, creation date, who last updated them and last update time? Thanks, Brian
IT analytics in 90 seconds: Tackle scope changes across projects in your MSP help desk
Master project management by tracking unplanned additions and deviations across all managed accounts using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Launching advanced analytics for ServiceDesk Plus ticket history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of the latest version of Analytics Plus 3950. This release introduces out-of-the-box analytics for the following ServiceDesk Plus modules: 1. Ticket history Closely track your tickets from start to finish. Get visual clues into the number of times a ticket was reassigned, and use this information to identify bottlenecks in your ticketing process. 2. Projects Take complete control of your IT projects from planning, resource allocation,
The advantages of tracking knowledge-base usage
Think of how much time you could save using a robust knowledge base repository. End-users could approach the help desk, receive automated solutions tailor-made to suit their needs, and resolve their requests themselves. It would cut down on all the phone calls, and emails that flood your help desk. But is self-service only for end-users? Fact is, your technicians or support agents, can benefit greatly using a knowledge base solution. For instance, let's say, I am assigned a ticket to solve network
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. Download a free, 30-day trial of Analytics Plus.
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. Download a free, 30-day trial of Analytics Plus.
[Release announcement] Launching advanced analytics for ServiceDesk Plus MSP's request history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of advanced analytics for three more ServiceDesk Plus MSP modules: request history, projects, and knowledge base management. Request history—Visualize the complete request timeline, from ticket creation to ticket resolution, and get clues into the number of times a ticket was reassigned. Use this information to identify bottlenecks in your ticketing process. Projects—Plan, manage, and monitor IT projects from a single console. Track project progress
IT analytics in 90 seconds: Monitor hardware utilization to boost your application's performance
Monitor your memory, CPU, and disk utilization to improve the overall performance of your application using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Remove decimals from aggregated formula
Hi, We have this report (see attachment) where we'd like to remove the decimals in the graph for "Closed requests count" and "SLA violated requests". "RequestID Count" does not show decimals, so thats ok. The first two are aggregated formulas (that i think comes shipped with a+) and the last one is a regular column. How can this be achieved? :)
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
IT analytics in 90 seconds: Track alarm trends and perform investigative analysis
Use historical alarm trends to plan for future outages, and analyze their root causes using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Editing query in custom query tables
I am extending AnalyticsPlus to provide dashboarding for our business units to replace a number of Crystal Reports that are generated and emailed and printed and so forth. To accomplish this I need to develop queries to pull data from a number of different data tables in a number of databases. The problem I'm facing is that if I create a query and want to edit it after the first import the only way I can find to accomplish this is to open the data table and select import data to this table, then
Is there a way to get a full list of Desktop Central reports in Analytics
After finally getting the analytics software integrated with desktop central, i started creating a few dashboard that have been extremely helpful. Today i started wanting to expand on those and realized, i am very limited in what I can pull and use. Such as, i only have access to patch information. I don't have access to Windows Firewall Data, Installed Programs, AV details. All of which I can manually pull data from in Desktop Central, but can't add as a widget or report in Analytics. Patch management
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
SD+ Task data: Description
Is the import of SD+ task description data not included for cloud users? It would be useful to be able to create a summary with the actual details of a task/milestone, etc..
Changing Data Types
I'm working with SD+ Task data and would like to change the column data type for Estimated Effort from TEXT to NUMBER. Is this possible or is there another way of converting this column from seconds to minutes/hours/days?
IT analytics in 90 seconds: Why averages don't give you the full picture
A combination of average values and standard deviation helps you spot irregularities in help desk operations. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: A bird's-eye view of your Amazon AWS infrastructure
The Amazon AWS dashboard in Analytics Plus gives you a 360 degree view of your cloud infrastructure. If you're not already using Analytics Plus, download your free, 30-day trial today.
Announcing the end of technical support (Build 3500 and below)
ManageEngine Analytics Plus is initiating the end of the technical support for build 3500 and below. This will come into effect on July 10, 2019. We request customers using these older builds to upgrade their application. Click here for instructions. Customers on these older builds will continue to get technical support until July 10, 2019, provided you're covered under a valid AMS contract. Please write to analyticsplus-support@manageengine.com for any questions or concerns that you may have.
Help with report
Hi, We have a report configured (please see atachment) that shows closed requests count, backlog requests count, requestid count and SLA violated requests. Every column on Y-axis shows the actual value as it was for each month but for the column "backlog requests count" we would like the graph to show the total requests that are backlogged, not just for the particular month. Is it possible to accomplish this in one report?
Measure the efficiency of your service fulfilment process by tracking delivery time
A help desk's service process is a blueprint that defines how requests must be processed. It covers everything from how requests must be categorized and assigned to the technicians, to how requests must be worked upon, including the workflow and the steps involved. Tracking the efficiency of the service process is cumbersome and often involves chasing several metrics. A good place to start is looking at your service delivery times. Service delivery time, that covers the total time between request
IT analytics in 90 seconds: Leverage monthly recurring revenue to enhance your MSP's business model
Enhance your business model by monitoring your organization's recurring revenue using reports in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Free webinar] Busting the Analytics Myth: Can Analytics really help you improve help desk processes?
Hello folks, Join us for a session on May 23, 2019, where we put analytics to the test and answer the following questions: Can analytics offer new insight into your help desk? Aside from basic help desk reporting features, what else does analytics have to offer? Does analytics have any role to play in defining your helpdesk strategy? Date: May 23, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Click here to register. Don't worry if the webinar timings don't work out for you. Register anyway, and we'll
Troubleshooting Sync Issues (How-To)
Is there a troubleshooting guide for cloud users to look at when the sync between SD+ fails. I've searched and found a bunch of tips and steps to take but I don't know if a) they worked b) are recommended by Zoho. Example: Service Catalog names can't contain " / " as the sync fails due to an unrecognized character. Any chance you guys could create this as a post for us to look at prior reaching out to support?
[Webinar recording] How analytics for change management process can save you millions
In case you missed our webinar on, How analytics for change management process can save you millions, here's a recording of the session: If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial version. You can also check out some of our earlier webinars, here.
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:
Why tracking customer satisfaction alone isn't enough
Today's help desks are entirely customer centric, and everyone from technicians to managers play their part in making sure customers remain satisfied with the services delivered. Technicians constantly look for ways to provide swift and high-quality solutions. IT managers play their part by keeping a close watch on metrics that directly have an effect on customer satisfaction. These metrics include first response time, request resolution time, service delivery time etc., A more direct approach to
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:
[Video case study] Home Partners of America leverages Analytics Plus to gain insights into data from multiple sources
Hello folks, We're happy to bring you our first video case study. Watch the video to learn how Analytics Plus provides Home Partners of America with a secure platform for connecting to and analyzing its own data. What's more? With role-based access controls for reports and dashboards, staff at Home Partners of America can now securely collaborate with team members and senior management to reach a consensus about important KPIs and metrics.
Feature spotlight: Report commenting
Imagine this: While looking at a report on SLA compliance, you notice a dip in January. You email the report to the help desk managers and ask for an explanation. You expect a fast reply, but your collaborators are confused about the graph you’ve shared;
Dektop Central Integration
Hello, Yesterday we updated APlus to version 4150, that it suposed to integrate Aplus with DC but I don't see how. Can you refer me a document on how to integrate both tools? Regards
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:
IT analytics in 90 seconds: Boost your MSP's revenue using customer effective rates
Identify the customers who bring in the most profit by using the Customer Effective Rate report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Free webinar] How analytics for change management process can save you millions
Hey there! We're back with yet another webinar on change management. What it's about: To keep up with the cycle of disruptive technological changes, IT organizations need to have a robust change management and implementation process in place. Because, the alternative—not having one in place or having a poorly managed one—has proven to be costly and chaotic for businesses. Join for us a free webinar on How analytics for change management process can save you millions, to learn how analytics
IT analytics in 90 seconds: Ensure sustained profitability through revenue diversification in an MSP help desk
Track revenue distribution to fuel profitability in your organization using the Revenue Distribution report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Feature spotlight: Data alerts
Stay connected with your data in 3 easy steps! Can you imagine going back to a time when you didn't receive notifications for bank transactions on your mobile phone? Yeah well, neither could I! Being able to track payments and receipts, get reminders to pay utility bills, and receive notifications when my account is credited or debited has become an integral part of my day that I can't image going back to a time without it! Back at the Analytics Plus think tank, this chain of thought got us
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