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.
Query Report produces error
I am trying to produce a report using a custom query and am getting an error reported through the MESD query editor. This query runs fine in a query analyser. I am using MYSQL and MESD Plus - MSP v8.1 Build 8106 and I have several other customer queries that run without issue. The query is: select wot.workorderid "Request ID", name "Site", ifnull(first_name, 'Unassigned') "Analyst", case pd.PRIORITYNAME when '1. Critical' then 'Critical' when '2. High' then 'High' when '3. Medium' then 'Medium' when
Time Sheets in Russian language
Service Desk Plus MSP 10.5 10507 Postgres (Windows) Technician Cyrillic names problem: https://drive.google.com/file/d/1L1zof0aUtnalDuyR8Q5UewWxpj8FGH4_/view?usp=drivesdk Translation missing: https://drive.google.com/file/d/15Ws8bs3u7irBq329OWJMmSCK9hJcr3Ja/view?usp=drivesdk Missing time sheets in the approval list: https://drive.google.com/file/d/1Z7sT84lYXzPzwNhGtXl4i5fKjZ9OqmKx/view?usp=drivesdk Please test this feature with Russian Language as it doesn't work properly.
Get our technicians activity report - online duration
Hi, I want to get report of online duration of our technicians with sign in and sign out time by day: for example: +------------------------------------------------------------------------------------+
| 2020-04-01 - Friday |
+-----------------+------------+---------------+----------+----------+------------+--+
| technician name | login time | sign out time | Duration | username | status | |
+-----------------+------------+---------------+----------+----------+------------+--+
|
[On-demand webinar] IT admin's guide to enabling organizational visibility
Hello folks, Sign up to watch our on-demand webinar on how IT admins can enable cross-functional visibility across the organization. During the session, we'll show you how analytics can help, Eliminate complex compliance, monitoring, and visibility issues. Efficiently unify disparate and complex business data spread across departments and functions. Provide decision-makers with a comprehensive overview via cross-functional reports and dashboards. Secure access to critical business data based on
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:
SQL SD + MSP query report - Average response time per account grouped by priority
Hello, I need to generate a report like the one below that I found in the community, but I need to group it by priority. Can someone help me? SELECT ad.ORG_NAME "Account",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Technician",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.respondedTIME) "responded Time",TO_CHAR(((wo.TIMESPENTONREQ)/1000 || ' second')::interval, 'HH24:MI:SS') "Time Spent OH", TO_CHAR((((wo.respondedtime)-(wo.createdtime))/1000
SQL SD + MSP query report - Average response time per account grouped by priority
Olá, Preciso gerar um relatório como o que encontrei abaixo na comunidade, mas preciso agrupá-lo por prioridade. Alguém pode me ajudar? SELECT ad.ORG_NAME "Account",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Technician",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.respondedTIME) "responded Time",TO_CHAR(((wo.TIMESPENTONREQ)/1000 || ' second')::interval, 'HH24:MI:SS') "Time Spent OH", TO_CHAR((((wo.respondedtime)-(wo.createdtime))/1000 || '
Unused Incident - Additional Fields or what Templates are they being used in
Is there a way of seeing what "Incident - Additional Fields" are not being used in any Incident template? Or is there a way to see what templates a particular "Incident - Additional Field" is being used in? For instance, we are trying to clean up some of our Fields to get under the maximum your software allows of 90, as well as try to find fields that could be removed safely and know what templates it is affecting. Such as if the field "Call Back Number" is removed, will it only affect one template
Reports on closed / resolved requests
Hello, We are facing issue where technicians solve easy tickets. It's good in a way but it skews the statistic. They are closing more then others. I guess I'm not alone with this problem, my idea was to create a report showing the max/min age of closed tickets closed per technicians. There are maybe some other good solution that I haven't thought of.
[Free e-book] Resolve your help desk's biggest challenges with analytics
Help desks are constantly firefighting with little or no time to look into their own problems such as staffing or technician skill. This e-book outlines a few key help desk challenges and offers actionable solutions to tackle them.
Average repports
Hello, I want to get the average time for each status of my cases per account/group. I like to get average first response time for each account. Please point me in the general direction. I'm new at creating SQL Querys.
Average response time - by date range
Hello, I'm trying to run a query to return the average response time of all tickets by technician for a sate range, in my case i need the last two years but will need to adjust this later on. I found this query below that returns the correct information for last month but I'm having trouble converting this to return data for a specific date range i.e. 2014-05-01 to 2016-05-01 We are using ServiceDesk Plus - MSP version 8.3 Build 8311 with MSSQL back end. Hoping someone can assist. select aau.first_name
ITSM analytics case study: Happiest Minds Technologies automates IT reporting using Analytics Plus
Happiest Minds Technologies, Bengaluru, India, is a leading IT services company focused on delivering seamless customer experiences across industry sectors such as retail, e-commerce, banking, insurance, IT, engineering R&D, and manufacturing. The company wanted a fully automated analytics program to gain real-time insights from an array of IT applications in a single console. The challenge was that their IT data was scattered across several IT applications and tools. The team at Happiest Minds
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:
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:
[Free webinar] The secret to delivering exceptional customer service
The primary goal of any help desk is to deliver exceptional customer service. But how do you do it? Join us for a free webinar on February 27, 2020, to learn how you can leverage advanced analytics to: Perform cross-module analytics and get a 360-degree view of your help desk Gather rich and deep insights on customer experience Make faster, better decisions to improve customer service and boost customer engagement Date: Feb 27, 2020 Time: 2pm AEDT | 11am GMT | 11am PST Duration: 30 minutes
IT analytics in 90 seconds: Identify backlogs across customer accounts
Spot backlogs and work toward better resolution times across your managed help desk accounts using the Backlog Analysis by Customer report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
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 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.
[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 The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
[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
SLA violated report that group by month by month
Hi, I want to report from SLA violated request that group by month by month like this: November ------------------------------------------------------- ID | Subject | Technician | ... 11 | Network Problem | John Doe | ... October ------------------------------------------------------- ID | Subject | Technician | ... 12 | Printer Problem | John Doe | ... Build version: 9417 Database: MS SQL
Export all Requester data including additional fields
Hello, I have added a number of user additional fields. I’m having trouble writing the query to output the data that is contained in these new fields. It looks like the values come from the PEOPLE table and joined by CIID? The secondary goal is to be able to export all values related a Requester, update in the XLS file and upload. Can you please provide a query that will display all values associated to a requester.
Requester Portal Report
Good day, I would like to pull a report on tickets logged via requester portal and tickets logged via email on Service desk plus. What's the easiest way of running such a report? Thanks T
[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.
[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 our 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 times 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
Link in request ID nolonger has Https:// in the address
After upgrading to the latest build (.14 to .20) reports are generated with the Request ID link missing the HTTPS:// in the address.
last request update
It is possible to make a query to know what and when was the last update of a requwest
Query Report - Change Requests Where Active Stage Assigned Role Is Specific Support Group
Hello, I need a custom query report that displays all current changes, in which the technician assigned Role associated with the current Stage of the change are only members of a specific Support Group. Display Columns: ChangeID, Change Title, Created Time, Stage, Technician currently assigned to Role of the active Stage of Change (exp: Change Stage = Implementation | Implementer Role Assigned to: "John Doe" | Display: John Doe) only for members of a specific Support Group. Version: 9.4 Build:
Request Timespent Reports - show count in 2d vertical graphs not time
How can I have a graph generated in SDP reporting with timespent against timespent technicians based on timespent create time. Every variation i configure ends up with 2 day vertical bars based on ticket count , not time. I want to be able to report on technicians on specific department and timespent against tickets.
Report for requests with no worklog entries in past 24 hours
I'm trying to build a report that provides a list of all tickets, not status 'closed', with a Time Spent End Time greater than 24 hours ago. Ideally it would be filtered by a technician's name. The required columns would be the RequestID, Requester, Account, Subject, Request Status, Category, Subcategory, Item, Created Time, Time Spent End Time, Technician When I build a report using the timespent module and report wizard I get a line for every worklog entry in the request, I just need one line per
Report Question for Time/Date on Tickets
Hello: In regards to Custom Reporting, how would I run a report for a certain time period - like March 5, 8:00 AM to March 12, 7:59 AM. I'm currently only seeing the option to report only on the dates, not the times. Thank you! HL
History Report Request
Hi, we need a new report containing the full extraction of requests history. These are the fields that we need extracted: group by Request ID Request creation date | history action date time | Requester | Description | Technician | Status Change From | Status Change To | Status Description The fields are quite self explanatory, but basically is the complete request history extraction. We've tried some query found in the forum but they didnt work. Can you help us? Thanks in advance. Regards, Comedata
Query to have elapsed time for tasks, request and project tasks together
Hi there, I would like to have daily report with all time spent by tecnician on tasks, requests and project tasks. I can have it sepretly but no succes to combine it. Using ServiceDesk Plus MSP 9.4 build 9408 with MS SQL database.
Power BI template for SDP MSP
Hi I am looking Power BI template for SDP MSP to genreate report. Does anyone have this expereince to generate report by Power BI? thank you. Code Chang
[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.
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
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.
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