Queyr to get service catalog info
Version : 10609 DB : MSSQL / PGSQL OUTPUT: Query: select servicedefinition.serviceid as "Service Category Id", servicedefinition.name as "Service Category", servicedefinition.description as "Service category Description", requesttemplate_list.templatename
JIRA - ServiceDesk Plus MSP Integration requirement Gathering
Dear Users We are working on JIRA + ServiceDesk Plus MSP integration. As our users we would like to understand your requirements and use cases to fine tune the feature. Please share your use cases which you want to address through this integration with an example for better understanding. You can also send an email to our support email -> sdpmsp@manageengine.com with the details. Thanks for your continuous support Santhosh Head Of Quality Assurance and Helpdesk ManageEngine ServiceDesk Plus MSP Team
Automatically close tickets with no interactions, but through a native function on SDP
Hi, i would like to request a native functionality on SDP MSP, that auto closes tickets that doesn't have any interactions. I know it is possible today with scripts. Here's the link i used for reference: https://pitstop.manageengine.com/portal/en/kb/articles/ews-mail-configuration-script-to-send-reminder-emails-to-both-requesters-and-technicians-when-there-is-no-response-for-more-than-a-specific-time-period-and-auto-close-the-ticket
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:
[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.
Major Incident Support
Do you have any plans to add major incident support to the application? I would like to see capability to bring multiple parties together as well as ability to send updates to groups of customers.
Continual Improvement - from decentralized to centralize management
Is there a plan to add continual service improvement module within SDP? As of today, there are multiple service improvement ideas floating around multiple platforms: - emails - spreadsheets - tickets - project post-deployment reports - what went wrong, what could have been done better - etc. Currently, I can see it within Service-Now: https://docs.servicenow.com/bundle/london-it-service-management/page/product/continual-improvement-management/concept/cim-landing-page.html
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. Download a free, 30-day trial of Analytics Plus.
Translation module
Do you plan to revamp your translation module?| At the moment it is very hard to translate interface as you can't view what exactly you translate. For example the word "Assign" https://i.imgur.com/no6BlpC.png there are more than 5 places where this word need to be translated and some of them already translated (in my case to Russian) out-of-the-box, and you can't distinguish translated out-of-the-box strings from non-translated strings. You can't even use Search to find which Russian strings refer
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
MSP metric #3: Track revenue distribution for sustained profitability
While the obvious objective for a managed service provider (MSP) is to provide outstanding infrastructure maintenance services to its customers, it's also imperative to ensure sustained profitability because it would be impossible for an MSP to remain in business without earning a profit. To ensure continued growth and profit, an MSP is required to closely monitor a few key metrics or KPIs, one of them being revenue distribution. Revenue distribution is a measure of how the total revenue is split
MSP metrics #2: Gross group revenue
As a managed services provider, calculating gross revenue for each service group is crucial to asses the overall profitability of your business. This metric lets you look at how incoming revenue is split among different service groups, and also helps you assess service groups by their contribution to your overall revenue. To create the report using Analytics Plus, fill the fields as shown below: X-axis: Group (Actual) - from Request table Y-axis: Total charge (Sum -> % of total) - from Worklog
MSP metric #1: Customer effective rate - A key profitability metric you should be tracking
As a managed service provider, you probably track many key metrics to calculate account profitability, SLA compliance, resource utilization, product margin, net operating income, and more. While the use for some of these metrics depend largely on the size of your operation and your clientele, here's an interesting KPI that can give you insight into dollars-made-per-hour. Customer effective rate (CER): It is a measure of how your customers are effectively using the engineer's time against what
Clean CC field automatically on incoming request
Hi, We would like to see an option for incoming requests, where you can, for a specific requester (e-mail address), automatically clean the CC field. Explanation: We have a customer who sends out requests to us, and within the same e-mail, they CC other persons and distribution lists to notify them. So that request mail goes out to quite a number of people. Whenever we reply or do something, it sends out to all of these persons and distribution lists. A lot of mail goes out to people who might need
Please add the ability for task templates to update dynamically
We use task templates a lot. We'll make a template such as "Create Active Directory account", put a link to our wiki with the steps and then apply the task to our various hiring templates (Service Catalog forms). It would be great if when we updated the task template, all of the Service Catalog items the task template was applied to would be updated. I am an MSP user but I figure I'd put the feature request here for additional eyeballs. Thanks!