ManageEngine Analytics Plus Integration

ServiceDesk Plus Cloud integrates with ManageEngine Analytics Plus, a highly secure BI platform. This integration will help IT service desk managers to create powerful reports within minutes using a flexible drag and drop interface without having to write database queries.

Benefits

• Create reports/dashboards from external data sources such as XLS or CSV files and combine the external data with the data in ServiceDesk Plus Cloud.
• Use 80+ pre-packaged reports to create fine-grained reports without writing database queries.
• Schedule reports to be mailed to business users and technicians.
• Export reports into PDF, XLS, CSV, or JPG files for offline consumption.

Role Required: User must have accounts in both ServiceDesk Plus Cloud and Analytics Plus.

• SDAdmin permission is required in ServiceDesk Plus Cloud to setup the integration.
• All users with an account in Analytics Plus can access and view reports in Zoho Analytics.
• Only users with Write permissions in their Analytics Plus role can create and modify reports.

This integration allows reports to be generated from the following modules and fields:

• Requests
• Problems
• Changes
• Projects
• Releases
• Solutions
• Tasks
• Worklogs  

Enable Integration

• Go to Setup > Apps & Add-Ons > Analytics Plus.
• Click Enable Analytics.

• In the pop-up displayed, select Yes to push data from ServiceDesk Plus Cloud to Analytics Plus.

• The settings page used to configure data management will be displayed. Use the hyperlink on the top of page to jump to Analytics Plus application.

Data Synchronization and Management Settings   

After enabling the integration, administrators can schedule data synchronization and manage the data as follows:

• Data Synchronization Settings: Track the last sync information from the UI.
  • Periodic Data Synchronization: Sync the data from ServiceDesk Plus Cloud to Analytics Plus at regular intervals. Choose the sync frequency.
  • Upload Archived Data: Upload archived data in ServiceDesk Plus Cloud to Analytics Plus and analyze the data via reports. You can clean uploaded archived data by selecting the Clean All and Stop option.
• Reset Data: Clean up the existing data from Analytics Plus and perform a fresh synchronization. Reports created earlier will remain intact.
• Clear Data and Settings: You can disable the integration and delete your workspace.
• Workspace Information: Find your workspace information and rename the workspace if needed.

Navigate to the Upload History tab to track the integration history and the data uploaded to Analytics Plus. The details of the operation, performer, start and end time, and the status of the operation will be available.

Admin Data Takeover

Administrators can take control of a technician's workspace who has left the organization. Once the technician is deleted, the Change Ownership option will be displayed on the Settings page. Use the option to take control of the workspace.

Admin can make use of the DBID in ManageEngine Analytics Plus to take control of a technician's workspace who has left. Contact support to get the DBID.

For any queries and assistance, contact us on sdp-ondemand-support@manageengine.com

Accessing Analytics Plus 

ServiceDesk Plus Cloud Analytics workspace has over 80 insightful reports & dashboards created by default on your ServiceDesk Plus data under the Reports tab.

You can also analyze various tables listing out the data from various modules under the Explorer tab.

Go to the Dashboards tab to access the data analyzing various aspects of your help desk in ServiceDesk Plus Cloud.

The workspace administrator can create reports and dashboards in their workspace and collaborate with other users.

Use the Create button on the navigation pane to create reports or dashboards.

Leverage AI Capabilities

Zia, Zoho's Artificial Intelligence assistant, is a part of Analytics Plus.

Click Create on the navigation pane and select Ask Zia. You can ask analytics-related questions in plain English. Zia will interpret these questions, fetch data from the relevant tables, and generate the most appropriate reports.

You can alternately access the data in Zoho Analytics through Zia chatbot. Open Zia chatbot and choose the Zia reports action.