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
[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:
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
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 help desk 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
[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.
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: 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:
Notification bell not working...
Hello, We have an issue with our notification bell. It does list the changes when clicked on, however it does not light up or display anything indicating that a change has been made. I looked at other articles for this issue and did run the following: select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%' DYNAMICNOTIFICATIONS ISENABLED true To Enable/Disable Technician Space Port :443 NIO:8087 I saw a comment for SDP that there might be a cached extract file somewhere? What
IT analytics in 90 seconds: Identify the most profitable service groups using Gross Group Revenue
Focus on the service groups generating higher revenue among your customer accounts using the Gross Group Revenue report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
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] Choosing the right chart for your IT data
Building great visualizations is a lot of work, and often times, quite confusing when you have a multitude of chart types to choose from. To help you solve this dilemma, we've put together an e-book to discuss the different chart types, and when to use them. Click here to download the ebook.
IT analytics in 90 seconds: Track finances across all accounts in an MSP helpdesk
Track the bill information of your managed customer accounts using the Bill Details 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: 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: 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.
Report: additional fields not in use
Hi I need a report to show unused additinal fields in SDP. Then I will be able to remove them. Any help?
Report showing AuditStatus for all scans - not just last scan
I am after a report to show the Audit Status for all success/failure scans as recorded in the history tab of each workstation. The report can be split across different sites and restricted to a specific date range (ie 1 month) as it would likely produce a great deal of data. I am wanting to use the success/failed scan logs to report on workstations that are potentially being under utilized and perhaps are being turned on only a couple of times in the month. All reports I have found only report on
Report - Surveys out vs. completed
Hi team, I would like to create a report for the following: - How many surveys have been sent to requesters - How many surveys have not been completed - Which requesters have not completed the survey
IT analytics in 90 seconds: Technician leaderboard
Motivate your help desk technicians to perform better using the technician leaderboard in Analytics Plus. Click the button below to sign up for a personalized demo.
[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
[Webinar recording] How to implement continual service improvement in your help desk - Part II - SLA compliance
Here’s a recording of the second part of the three-part webinar series on implementing continual service improvement in your help desk using analytics. To register for part III of this webinar series, click the button below. Click here to view the recording of part I of the webinar series.
IT analytics in 90 seconds: Keyword cloud report
The keyword cloud report gives help desk managers a glimpse at areas that need their attention. Click the button below to download a 30-day free trial of Analytics Plus. To download ServiceDesk Plus, click here.
[Webinar recording] How to implement continual service improvement in your help desk using analytics - Part I
In case you missed the first part of our three-part webinar series on implementing continual service improvement in your help desk, here's the recording. To register for parts 2 and 3 of this webinar series, click the button below.
Sending notification failed - outgoing mails
Hi all Anybody else experiencing this issue after upgrading to 9406?
Average response times for Accounts
Hi, Is there a way to report on the average response times per Account? I.E. My SLA with my client states that I need to respond to the ticket within a certain amount of time. Ideally, I would like to send a report to each client listing the tickets with response times and a summary showing the average response time. Regards, Leslie
Query that lists the templates associated to a particular service approver:
PGSQL: select aaau.first_name "Service Approver",rtl.templatename "Associated Service Template" from SERVICETEMPACCMAPPING stm inner join TEMPACCTOAPPROVEMAPPING tam on stm.TEMPACCMAPID=tam.TEMPACCMAPID inner join ESCALATETOMEDIATOR em on tam.ESCALATETOID=em.ESCALATETOID inner join ESCALATETON eo on em.ESCALATETOID=eo.ESCALATETOID left join requesttemplate_list rtl ON stm.templateid=rtl.templateid LEFT JOIN sduser sdu ON eo.userid=sdu.userid left join aaauser aaau ON sdu.userid=aaau.user_id where
Query that lists pending approvals of a particular service approver:
PGSQL: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time",appsau.first_name "Approver", asd.statusname "Approval Status" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
Query Report - To display Timespent along with Total, Consumed and Remaining hours
Applicable for Charge by Hour type. PGSQL: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", cast((sum(ct.TIMESPENT)/1000 * interval '1 second') as varchar) AS "Time Spent", aau.FIRST_NAME AS "Requester", std.STATUSNAME AS "Request Status", rrs.RESOLUTION AS "Resolution", sp.fixedmonthlyunits "Total Hours", (MAX(bc.consumedunits)/3600000) "Hours Used",MAX(sp.fixedmonthlyunits)-(MAX (bc.consumedunits)/3600000) "Hours Remaining" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID
Querying column with spaces fails
When I run this query of a custom view in our system SELECT [Request ID],[Description],[Requester],[Subject],[Created Date],[Created Week],[Created Week Number],[Created Month],[Request Status],[Pending Status],[Priority],[Level of Effort],[Category],[Sub Category],[Business Unit],[Group],[Application],[Application Owner],[Business Value],[Application Set],[Portfolio],[Support Rep],[Completed Date],[Completed Week],[Completed Week Number],[Completed Month],[Total Elapsed Minutes],[Created By],[Completed
Time spent reporting in all module
Hi, In the below query, It´s possible to change the column "Time Spent Created time" by "Time Spent Starttime"? It´s possible add new columns as "Account" and "Time Spent Description" ? , and finally it´s possible to obtain the total amount of "Time Spent" for each technician? Thanks in advance SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600
Time spent reporting in all modules
Hi, In the below query, the time spent obtained is in decimal format. It´s possible to change it so that it appears in HH: MM: SS format? SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600 "Time Spent",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (MAX(ct.CREATEDTIME)/1000),'1970-01-01 00:00:00') "Time Spent Created Time", rctd.FIRST_NAME
Last update time greater or equal to 3 days
We got a report which shows all request that havent been updated during the last three days. If we want to schedule this we need to change date manually every time. What would a query look like if I always want the report to check for requests that havent been updated the last 3 days.
Projects, Time spent reporting
The workaround I use to report on time spent on projects is to create a custome field in the Request template that I simply call "Project name". In this field i copy -> paste the project name. Now I can create a custom time-spent report and use this custom field as an identifyer for this project. Why "project" isn't available by default in time-spent reporting is a mystery to me, but that's how it is. Needles to say, I've assosiated this request to the actual project. My question: Is there a way
Report
is there any restrictions on using sub query & case statement in the custom query report? could you please show sample query?
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