SupportCenter Plus

Integrating with SupportCenter Plus

This guide will show you how to integrate ManageEngine Analytics Plus from SupportCenter Plus.

ManageEngine Analytics Plus seamlessly integrates with SupportCenter Plus account, giving you a high level view of your customer support 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 SupportCenter Plus Integration

  • The Advanced Analytics module auto-analyzes your SupportCenter Plus data to offer business intelligence reporting, helping you make better decisions everyday.

  • In depth analysis of your SupportCenter Plus data with over a 100+ reports and dashboards, built on 80+ KPIs.

  • Charts from various SupportCenter Plus modules can be combined on to a single dashboard and scheduled for distribution.

  • Easily drill down to a specific time period or apply filters based on key metrics right from within the dashboards.

  • Drag and drop report builder lets you develop custom metrics without having to write complex SQL queries.

  • Share and publish dashboards across the organization or to specific users.

  • Requests reports

For a full list of reports offered, click here.

SupportCenter Plus Integration Prerequisites:

  • Analytics Plus and SupportCenter Plus should be running and accessible.

  • The SupportCenter Plus build number should be 8010 or above.

  • The SupportCenter Plus edition should be either Professional, Enterprise or Unlimited. Analytics integration is not available for Standard edition users.

  • The default port used by Analytics Plus is 8443 (unless changed at the time of installation). Please make sure this port is open on your firewall prior to integration. To verify port access, try launching the Analytics Plus web client from the SupportCenter Plus server. 

  • If both your applications (SupportCenter Plus and Analytics Plus) are running on the same server, you don't have to worry about the port access. 

Setup

Step 1:

  • Login to your SupportCenter Plus application with administrator privileges.

  • Go to the 'Admin' Tab -> Integrations & Add-ons -> Advanced Analytics.

Step 2:

  • Configuration Wizard for ManageEngine Analytics Plus Integration opens up.

  • Download and install ManageEngine Analytics Plus using from the download link, if you don't have it setup already.

  • Click here to know about setting up Analytics Plus.

Step 3:

  • Click on the "Setup Advanced Analytics Integration" button.

Step 4:

In the setup page,
Select ManageEngine Analytics Plus (On Premise) radio button.

  • Enter the hostname or the IP address of the server on which ManageEngine Analytics Plus is installed.

  • Enter the web-server port on which the ManageEngine Analytics Plus web-client is accessed. Default port is 8443, unless changed at the time of installation.

  • Enter the username of the admin account used in ManageEngine Analytics Plus. Default is admin. (Enter your registered email address to receive notifications)

  • Enter the password of the corresponding admin account. Default password is admin

  • Configure proxy settings if HTTP(s) requests to the ManageEngine Analytics Plus server are routed through a proxy server.

  • Provide the Initial synchronization date and time in the "Synchronize from" field. Pick the date and time period from when SupportCenter Plus data needs to be pushed to ManageEngine Analytics Plus.

  • Click on the "Save and Sync" button, to complete the Integration process.

Initial data sync between Manage Engine Analytics Plus and ManageEngine SupportCenter Plus will take a few minutes to complete.

Note: Proxy details need to updated if the traffic between ManageEngine Analytics Plus and SupportCenter Plus needs to go through a proxy server.

Step 5:

  • To access advanced analytics for SupportCenter Plus, go to the "Reports" module and click on the "Advanced Analytics" button that appears below, when the "Reports" tab is clicked.'

  • This will launch ManageEngine Analytics Plus in a new tab and display the out of the box reports and dashboards built using data from your SupportCenter Plus application.

Additional Configuration Options

Login to SupportCenter Plus--> Go to "Admin"--> "Advanced Analytics". Click on the "Additional Setup" tab.

Periodic Data Synchronization:

Choose the frequency of data synchronization between SupportCenter Plus and the Advanced Analytics module.

  • To synchronize your data multiple times each day, click on the drop box next to "Schedule" and select the "Every" option and mention the frequency at which the synchronization is to be made.

  • To synchronize your data once everyday, click on the drop box next to "Schedule" and select the "Daily at" option and mention the time of the day at which the synchronization is to be made.

  • To sync data on-demand, click on "Instant Sync"

Data Retention Policy:

Configure the time period for which the SupportCenter 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.

ManageEngine Analytics Plus Shared Users Information:

This section will list the users who have access to SupportCenter Plus database in the Advanced Analytics module.

ManageEngine Analytics Plus License Information:

This section will display the license expiry information of the Advanced Analytics module.

Removing ManageEngine Analytics Plus Integration Setup:

You can remove your Advanced Analytics Setup by clicking on the "Remove Setup" button. This will delete all your integration settings and delete SupportCenter Plus data from Analytics Plus. Please make sure Analytics Plus is running and reachable from the SupportCenter Plus server while using this option.

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