Integrating with ServiceDesk Plus
This guide will show you how to integrate ManageEngine Analytics Plus from your ServiceDesk Plus account. The advanced analytics platform seamlessly integrates with ServiceDesk Plus, giving you a high level view of your help desk, with the ability to drill-down into specifics. Create intuitive reports and view live dashboards easily and flexibly without writing lengthy database queries.
Highlights of ServiceDesk Plus Integration
For a full list of reports offered, click here.
ServiceDesk Plus Integration Prerequisites:
- Login to your ServiceDesk Plus account as 'Administrator'
Go to the 'Admin' Tab -> GeneralSettings -> Advanced Analytics
- Configuration Wizard for ManageEngine Analytics Plus Integration opens up.
Download ManageEngine Analytics Plus from the Download link.
Select the required version of ManageEngine Analytics Plus
Download and Install ManageEngine Analytics Plus.
Click here to know about the Installation process.
Select ManageEngine Analytics Plus (On Premise)
- Enter the Hostname / IP address of your machine.
Enter the Portnumber (8443 is set by default)
Enter your ManageEngine Analytics Plus Username / email address and Password. (Enter your registered email address to receive notifications)
Provide the Initialsynchronizationdate and time. (Data present in SDP from the given date till the current date, will be uploaded into ManageEngine Analytics Plus)
Click on the “Save” button, to complete the Integration process.
Note: Proxy details need to updated if there is a proxy between ManageEngine Analytics Plus and ServiceDesk Plus.
- Click on the “Additional Setup” in the Advanced Analytics section.
Choose the frequency of data synchronization between ServiceDesk Plus and the Advanced Analytics module in the Periodic Data Synchronization section.
To synchronize your data once everyday, click on the drop box next to Every Day and select the “At” option and mention the time of the day at which the synchronization is to be made.
To synchronize your data multiple times each day, click on the drop box next to Every Day and select the “Every” option and mention the frequency at which the synchronization is to be made.
To sync the latest data in SDP click on “Instant Sync”
- Configure the time period for which the ServiceDesk Plus data needs to be retained in the Advanced Analytics module, by choosing between options present in the drop box present in the Data Retention Policy section.
“User Info” section, will list the users who have access to ServiceDesk Plus workspace in the Advanced Analytics module. The user list is refreshed every 7 days.
“License Information” will display the number of available records and the license expiry information of the Advanced Analytics module.
- Once all the settings have been configured, click on the “Reports” tab present on the top.
Click on the “Advanced Analytics” button that appears below, when the “Reports” tab is clicked.
Clicking on the “AdvancedAnalytics” button, opens up ManageEngine Analytics Plus in a new tab.
Note: Synchronization with ServiceDesk Plus is known to fail if there are special characters in the service catalog name. Underscore (_) is accepted in the service catalog name. Please remove special characters in the service catalog name before setting up the synchronization.