What's Coming Up Next in ServiceDesk Plus OnDemand !

What's Coming Up Next in ServiceDesk Plus OnDemand !

Dear SDP OnDemand Users,

The next release of ServiceDesk Plus OnDemand will contain Request Assessment features and below is the list :

Request Assessment Details - Request Tab(Time Elapsed Analysis) : Request Assessment presents every minute detail about the activities within a request. Total time spent on a request, technicians/ groups assigned to requests, status of requests etc., every such detail is fully elaborated in the request assessment page.
    • Life of Request: This table displays the total time spent on a request from its creation to its completion i.e. the sum of duration's of the following two,
      • Total Time Elapsed: The total time spent on the request excluding the duration for which the request was kept on hold.
      • OnHold Time: The duration for which the request was kept on hold. When a request is kept on hold, the timer stops immediately and resumes only when the request is removed from the 'on hold' state.

    • Assigned Time: The total time spent by a request when assigned to groups or technicians. 
      • In Groups: The time spent by a request within a given group or within multiple groups. When a request is moved from one group to another, the sum of the time spent under the groups is displayed.
      • By Technicians: The time spent by a request under a given technician or under multiple technicians. When a request is moved from one technician to another, the sum of the time spent under the technicians is displayed.

    • SLA: This table displays the SLA level of the request i.e. high SLA, medium SLA etc. and displays the Response Time and Resolution Time for a request.
      • Response Time: This is the duration within which the first response for a request is expected, displayed as the 'due-in time'. If there is no response within the given duration, the table displays the overdue time for the response.
      • Resolution Time: This is the duration within which the request is expected to be resolved, displayed as the 'due-in time'. If there is no resolution within the given duration, the table displays the overdue time for the resolution.

    • Line Chart: Will display the timeline of the Status, Groups and the Technicians a request has been through in its entire duration.

    • Circular Chart: Is a collective representation of the time spent under a given state, group or technician. Here again, different colors are used to denote different states/ groups/ /technicians. The circular representation gives an overall view of the duration spent by a request under various states/ groups/ technicians.

    FCR (First Call Resolution) : Requests can be marked for FCR and it will help you in measuring, tracking and acting to improve up on the helpdesk's efficiency.


    Reports On Average Response And Resolution Time : Will be able to report technician's or group's Average Response and Average Resolution Time. Also, be able to generate SLA based Average Response and Average Resolution Time
    • Reports On Average Response And Resolution Time By Technician
    • Reports On Average Response And Resolution Time By Group 
    • Reports On Average Response And Resolution Time By SLA 

    Reports On Request Metrics : Will be able to generate various metric reports on FCR, Re-Open Count, OnHold Count and compliance & violation reports
    • FCR Violated Requests By Technician
    • FCR Compliance Requests By Technician
    • FCR Violated Requests By Group 
    • FCR Compliance Requests By Group 
    • Requests Re-opened Count By Technician
    • Requests Re-opened Count By Group 
    • Requests On-hold Count By Technician
    • Requests On-hold Count By Group 
    • Requests by Technician Re-assigned Count 
    • Requests by Group Re-assigned Count 
    • Requests by Update Count 
    • Requests by First And Average Response Time 
    • First Response Violated Requests By Technician
    • First Response Violated Requests By Group 
    • First Response Violated Requests By Priority 
    • Reports On Detailed On-hold Time Periods 

    The is in final release checks and should out by next week.

    We shall keep you posted with the release news.


    Thanks & Regards,
    Saravana Balaji .S
    ServiceDesk Plus OnDemand
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