ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus Advanced Analytics

The Zoho Analytics Advanced Analytics for ManageEngine ServiceDesk Plus  enables you to easily analyze your ServiceDesk Plus (SDP) data. Its intuitive drag-and-drop interface allows you to quickly create insightful reports and dashboards. ITIL/ITSM managers can 'slice and dice' their service desk data the way they want, analyze key service metrics and take informed business decisions to optimize their business operation.

General

  1. What is Zoho Analytics?
  2. What is Zoho Analytics Advanced Analytics connector for SDP and how does it work?
  3. Who can setup this Zoho Analytics connector?
  4. What do I get when I subscribe to this connector?
  5. How does the Zoho Analytics connector for SDP work?
  6. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?
  7. How secure is Zoho Analytics to store my SDP Data?
  8. Will sensitive information from SDP uploaded into Zoho Analytics?

Pricing

  1. How much does this connector cost?
  2. Do you provide trial evaluation for this connector?
  3. What do you mean by 'Users' in the (connector) pricing plan?
  4. What do you mean by 'Rows' and how is it calculated in the pricing plan?
  5. How do I purchase a paid plan in Zoho Analytics?

Setup

  1. How do I setup the Zoho Analytics Connector in my SDP account?
  2. I have setup the Advanced Analytics connector but not seeing my SDP data in my Zoho Analytics account. What's happening? [or] How long should I wait for my SDP data to initially appear in Zoho Analytics?
  3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?
  4. What are the default fields that will be synchronized in Zoho Analytics Workspace?
  5. Can I import custom fields from ServiceDesk Plus?
  6. Can I edit the SDP-Zoho Analytics synchronization setting?
  7. Can I synchronize the SDP-Zoho Analytics data instantly?
  8. How do I access the reports created in Zoho Analytics?
  9. How to create my own reports with this connector?
  10. Who has access to the reports I create?
  11. What are the modules in SDP on which I could create reports using this connector?
  12. Will other modules in SDP be supported, for report creation through this connector & When?
  13. On whose account will the Zoho Analytics connector be setup?
  14. Can I transfer my Zoho Analytics connector to another admin account?

Reporting Features

  1. What are the report types supported by Zoho Analytics?
  2. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?
  3. Can I modify the default reports that have been created by the Zoho Analytics connector? If so, how?
  4. How do I create reports using Zoho Analytics with this connector? [or] What are the reports that I can possibly make using this connector?
  5. How do I create reports using fields/columns across different tables (example Requests & Tasks etc)?
  6. What are 'Formulas' in reports?
  7. What are the default formulas added by Zoho Analytics, on setting up this connector?
  8. How do I create my own custom formulas in Zoho Analytics?
  9. Can I add/modify SDP data from within Zoho Analytics?
  10. Can I add new columns to the SDP tables data in Zoho Analytics?
  11. Can I add new data tables in this Workspace to create reports & dashboards?
  12. Can I combine data from other sources with the data from SDP to create reports and dashboards?
  13. What are Query Tables?
  14. Can I join data from multiple tables to create reports?
  15. How do I generate a bookmark URL or permalink for a report or dashboard?

Users, Sharing & Collaboration

  1. How do I share the reports in Zoho Analytics with my colleagues?
  2. Why are other members in my organization not able to access the reports created?
  3. How can other members in my organization create reports?
  4. What are the user roles available in Zoho Analytics?
  5. Why can't other users edit the reports that I have shared to them?
  6. Can I share the same report created to multiple users with different criteria associated, so that they see different data?
  7. How can I print the reports & dashboards created in Zoho Analytics?
  8. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?
  9. Into what file formats can I export the reports & dashboards created in Zoho Analytics and how?
  10. How do I embed my reports in my intranet, blog or presentation?

Help & Support

  1. How do I get technical support on Zoho Analytics connector?
  2. Can I have someone from Zoho do a demo of this connector for me?

General

1. What is Zoho Analytics?

Zoho Analytics is an on-demand reporting and business intelligence solution that helps you get new insights on your business information through its powerful and flexible online business intelligence engine. You get powerful reports in minutes, with no IT help. It offers the following important capabilities.

  • Complete Online Reporting & Business Intelligence service accessible anytime and anywhere!
  • Easy to adopt 'Spreadsheet-like' interface for data analysis and report creation.
  • Powerful drag & drop based reporting features for quick report creation and publishing.
  • Visual Analysis capability for in-depth analysis and to slice & dice your data.
  • Supports Dashboards, Charts, Pivot Tables, Summary and simple Tabular reports.
  • Supports data import from variety of file formats including Excel, Open Office, CSV, TSV, HTML, XML and JSON. Data can also be imported from Cloud Storage/Drives (Google Drive, Zoho Docs, Dropbox, Box and OneDrive) and Web URLs. Also supports periodic scheduling of import.
  • Push data from traditional in-house applications, SQL  & NoSQL databases with batch tools or API (application programming interface).
  • Integrated with ManageEngine ServiceDesk Plus (SDP) to provide advanced analytics on data collected from SDP. Similar integrations available for popular business applications like Zoho CRM, Salesforce, Zoho Projects, Zoho Recruit, Zoho BugTracker etc.
  • Supports reports creation by joining data across related data sets. 
  • SQL (Structured Query Language) driven querying is also supported for powerful report creation. 
  • Real-time collaboration by sharing data, reports & dashboards in read or read-write modes with your colleagues. You could also notify reports via email.
  • Email, Export and Print Reports in variety of formats. You can also setup scheduled emailing of reports. 
  • Embed reports within your Websites, Web Applications and Blogs
  • Highly secure through user login with support for HTTPS (SSL connection). All your data and reports are hosted in highly secure datacenters.
  • Web APIs (HTTP based & Zoho CloudSQL) to tightly integrate and interact with your business applications
  • Zero maintenance cost & low cost

2. What is the Zoho Analytics Advanced Analytics connector for ManageEngine ServiceDesk Plus (SDP) and how does it work?

The Zoho Analytics Advanced Analytics connector for SDP brings in all the capabilities of Zoho Analytics described above, to SDP. It comes with the following features/benefits.

  • A full-featured business intelligence (BI) and reporting tool that can slice & dice your SDP data to create any report/dashboard you require
  • Pre-packaged set of 80+ reports and dashboards that anyone using SDP will find great value in
  • Create your own reports and dashboards based on not only your SDP data but also from any other data source (eg., Excel spreadsheets etc) that you would wish to combine with your SDP data
  • Drag & Drop based reporting & analysis that could be used by any business user. No technical knowledge required. No Scripting/Querying required.  
  • Collaboratively work with your colleagues when creating new reports/dashboards on your SDP data. Easily share & embed the reports you create. 
  • Schedule and email your reports whenever your want
  • Export your reports as PDF, Excel, CSV, JPG etc files to your desktop and print them for offline consumption

3. Who can setup the Zoho Analytics connector?

Customers using any edition of SDP can set up this connector. Also, you can choose any of the available plans in Zoho Analytics, including the Free plan.

This connector can be set up in ServiceDesk Plus 9.0 build #9028 and above. SDP customers on builds prior to this have to migrate to 9028 by installing the required service pack(s).

For configuring this connector in your SDP account, you should be the SDP administrator.

4. What do I get when I set up/subscribe to this connector?

As a SDP user, subscribing to this connector brings you immense benefits. You get to look at your data in SDP in ways you haven't looked at before. Using this Zoho Analytics connector enables you to do powerful analysis of your SDP data and create insightful reports & dashboards. Like say constructing requests flow  distribution, measure SLA compliance, knowing your requests closing rate, knowing your Top 5/Bottom 5 technician, predicting how your support load in different regions is going to be in the following months and quarters, and do much more.

Zoho Analytics' drag-and-drop based reporting is so easy to use that you could create any report or dashboard on your SDP data with basic technical knowledge and share them to your colleagues. No Scripting or Querying required. 

5. How does the Zoho Analytics connector for SDP work?

The Zoho Analytics Advanced Analytics Connector for SDP works as below.

  • The SDP 'Administrator' chooses to configure the Zoho Analytics connector from the 'Admin' tab of SDP.
  • The SDP Administrator creates an account in Zoho Analytics.
  • The SDP administrator maps the Zoho Analytics account in SDP (through the Zoho email address and the Zoho AT key), and initializes the sync process
  • The data from SDP will be imported into his/her corresponding Zoho Analytics account automatically. Depending on the amount of data in SDP, the initial import can take a few minutes to a few hours

  • Then on, the data will be continuously synched between SDP & Zoho Analytics, at times that the administrator has configured.
  • Along with the data from SDP, 80+ insightful & hand-picked reports and dashboards are provided by default
  • The SDP administrator can share the reports to other SDP users.
  • New ad hoc reports can be created by the users of the connector.
  • Refer to this slide show to know more about how to setup the Zoho Analytics connector.

6. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?

When you setup/configure the Zoho Analytics connector, 80+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your SDP data effectively. For example, SLA reports, technician reports etc.

For more details about the reports supported for Zoho Analytics Advanced Analytics Connector for SDP, refer to Reporting Features section.

7. How secure is Zoho Analytics to store my SDP Data?

In Zoho we give utmost importance to ensure our customers' data is both SAFE and SECURE. We have very stringent processes and systems in place to ensure the same. To know more about this, we recommend you to go through the following policy documents:

Zoho Security Practices & Policies: https://www.zoho.com/security.html
Zoho Security Practices An Overview:http://blogs.zoho.com/general/security-practices
Zoho Privacy Policy:https://www.zoho.com/privacy.html
Zoho Terms of Service: https://www.zoho.com/terms.html


In case you have any further questions or concerns, please write to us at support@zohoreports.com

8. Will sensitive information from SDP uploaded into Zoho Analytics?

Only the data that is required for analysis is uploaded from SDP to Zoho Analytics. For example, the mail content of the request/ticket is NOT uploaded. To know what data is uploaded from SDP, refer to the Default fields synchronized from SDP to Zoho Analytics question.

Pricing & Trial

1. How much does this connector cost?

To use the Zoho Analytics Advanced Analytics Connector for SDP, you can choose any of the available plans in Zoho Analytics, including the Free Plan  (Refer to the Zoho Analytics pricing page). This connector can be setup in all editions of SDP. You can subscribe to any plans in Zoho Analytics as follows (after you setup the connector):

  1. Log in to your SDP account as an 'administrator'
  2. Click the 'Reports' tab of SDP and click the Zoho Analytics link at the top. You will be taken to your Zoho Analytics account in a new browser tab.
  3. Click the Subscription link at the top right.
  4. In the Upgrade tab/page, choose the plan you want to subscribe to in Zoho Analytics. 
Note 1:

Ensure that you subscribe to the Zoho Analytics paid plan, only from the account of the administrator, whose email / Zoho AT key is used to setup the SDP - Zoho Analytics Connector.

Note 2:

In case you want to subscribe to Zoho Analytics through a purchase order, please mail sales@manageengine.com. The connector is also available in the ManageEngine ServiceDesk Plus store.

2. Do you provide trial evaluation for this connector?

Yes, we do provide a 30-day free trial for this connector from the date of setup. The free trial will enable you to try the connector in the "Standard" plan of Zoho Analytics (Refer to the Zoho Analytics pricing page). You can continue to use the connector even after the trial period, in the "Free" plan of Zoho Analytics. 

3. What do you mean by 'Users' in the (connector) pricing plan?

Anyone to whom you privately share your workspace, tables (data), reports and dashboards, created in Zoho Analytics, for collaboration is considered a "User" in Zoho Analytics. A user is identified by his/her unique email address, with which their Zoho Analytics account was created/registered.

Suppose you subscribe to the Zoho Analytics Standard plan, you can privately share the data/reports in your account and collaborate with 4 other persons. Now your Zoho Analytics account is said to have 5 users (including yourself).

4. What do you mean by 'Rows' and how is it calculated in the pricing plan?

In Zoho Analytics, a row or record is defined in the same context as in a workspace (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data and has the same structure. For example, in a table that represents "Requests", each row would represent a single request record. The number of rows calculated for pricing, is the sum of all rows/records stored across all your workspace tables in your Zoho Analytics account.

5. How do I purchase a paid plan in Zoho Analytics?

The Zoho Analytics connector is available for the users of all editions of SDP. This connector can be setup in all editions of Zoho Analytics including the Free plan. In case you would like to subscribe to any of the paid plans in Zoho Analytics, please follow the below steps:

  1. Log in to SDP as the administrator.
  2. Click 'Reports' -> 'Zoho Analytics'. You will be taken to your Zoho Analytics account in a new browser tab. You need to log into Zoho Analytics, if you are not logged already. .
  3. Click the Subscription link at the top right.
  4. In the Upgrade tab/page, choose Standard Edition or above and subscribe.
Note 1: 

Ensure that you subscribe to the Zoho Analytics paid plan only from the Zoho account of the administrator who set up the SDP Analytics Connector.

Note 2:

In case you want to subscribe to Zoho Analytics through a purchase order, please mail sales@manageengine.com. The connector is also available in the ManageEngine ServiceDesk Plus store.

Setup

1. How do I setup the Zoho Analytics Connector in my SDP account?

Setting up the Zoho Analytics connector is easy. Please follow the below steps:

  1. Login to SDP as administrator. (Zoho Analytics connector can be setup in all editions of SDP)
  2. Configure the Zoho Analytics connector trial by clicking 'Admin' -> 'Zoho Analytics Integration'
  3. Sign up for a Zoho Analytics account using the 'Sign Up' link provided. This will setup a free 30-day trial account in Zoho Analytics Standard edition.
  4. Confirm your Zoho account by clicking the confirmation link received via email from Zoho
  5. Get the Zoho AT key (Authtoken) by visiting this page.
  6. Use the email address of the Zoho Analytics account and the Zoho AT key, to configure the SDP - Zoho Analytics setup. 
Note:

This connector can be set up in ServiceDesk Plus 9.0 build #9028 and above. SDP customers on builds prior to this have to migrate to 9028 by installing the requiredservice pack(s).

Refer to the below slide show for setting up the connector, with step-by-step instructions.

2. How long should I wait for my SDP data to initially appear in Zoho Analytics?

After configuring the Advanced Analytics in your SDP account, wait for at least a couple of hours for all your SDP data to be imported into Zoho Analytics. You will receive an email when the import/sync is complete and is ready for creating reports over the same.

Once the initial data synchronization is done, subsequent changes you make to your data in SDP (add, modify, delete records) will automatically be synchronized into Zoho Analytics at the scheduled times you have specified during setup.

3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import/sync process of your SDP data can fail sometimes, due to a variety of reasons. And hence you may receive such mails occasionally. No worries. Please mail to the ServiceDesk Plus's support team (servicedeskplus-support@manageengine.com). They will look into it immediately and get back to you taking the required corrective action.

Setup Process Failedmail will come when there is a failure during the initial SDP - Zoho Analytics connector setup.

Synchronization Failed mail will come if there is any failure during the data synchronization process between  SDP and Zoho Analytics, after the initial setup & import is completed successfully.

4. What are the default fields that will be synchronized from SDP into Zoho Analytics Workspace?

SDP data from the following fields will be synchronized by default into Zoho Analytics. 

SDP ModuleFields (Columns)
RequestRequestID
Subject
Requester
Technician
Created Time
DueBy Time
Site
Request Type
Department
Group
Priority
Level
Workstation
Mode
SLA
Impact
Urgency
Assigned Time
Responded Time
Resolved Time
Completed Time
Category
Service Category
Overdue Status
IsEscalated
ReOpened
Request Pending Status
Service Request
Last Updated Time
TasksTaskID
RequestID
Title
Percentage of Completion
Created Date
Scheduled Start Time
Scheduled End Time
Actual Start Time
Actual End Time
Additional Cost
Module
Site
Created By
Owner
Prioirity
Task Status
Task Type
Group
WorkLogChargeID
RequestID
Description
Created Time
Starttime
Endtime
Executed By
Total Charge
Other Charge
Tech Charge
Created By

5. Can I import the custom fields in ServiceDesk Plus?

Yes, you can import the custom fields available in ServiceDesk Plus account into Zoho Analytics. These custom fields will be automatically fetched upon updating your SDP pack to version 9229 or above.

6. Can I edit the SDP - Zoho Analytics synchronization setting?

Yes, you can edit the synchronization setting by following the steps below:

  1. Login to SDP as Administrator.
  2. Click Admin > Zoho Analytics Integration
  3. Modify the Initial/Additional Setup settings as required, and then click Save

7. Can I synchronize the SDP - Zoho Analytics data instantly?

Yes, you can synchronize the SDP - Zoho Analytics data instantly when needed. You can do this as follow.

  1. Login to SDP as Administrator.
  2. Click Admin tab >  Zoho Analytics Integration
  3. Click Instant Sync link. SDP data will be instantly synchronized.
Note:

This option can be used up to 7 times per day.

8. How do I access the reports created in Zoho Analytics?

Once the initial data import/synchronization between SDP and Zoho Analytics is completed successfully, you can start accessing the reports created in Zoho Analytics and also create your own reports & dashboards, as described below.

If you are the SDP administrator who configured the Zoho Analytics connector,

  1. Click Reports tab > Zoho Analytics
  2. Zoho Analytics, with 'ME ServiceDesk Plus Analytics' Workspace will open in a new browser tab. You will be prompted for login, incase you are not already logged into Zoho Analytics. 
  3. This Workspace has all your SDP data and the default reports & dashboards.

SDP users with permission to view the Reports tab, can see the Zoho Analytics button in the Reports tab. Oher than this, your SDP administrator has to enable sharing to your account in the Zoho Analytics connector. (Refer How to Share Reports & Dashboards question).

Refer How to Share Reports & Dashboards to know about how to share reports and dashboards to other users in this connector.

9. How do I create my own reports with this connector?

You can easily create your own reports using the Zoho Analytics connector by dragging and dropping the appropriate columns from the data tables (that contain SDP data) that have been shared with you. You can refer to the below presentation to know how to create your own reports & dashboards using Zoho Analytics.

Also refer to the following video demos:

Note:

For creating your own reports using this connector, you can do it only if your administrator who has setup this connector, has shared the tables (that contains the SDP data) in Zoho Analytics to your account. Refer How to Share Reports & Dashboards question.

10. Who has access to the reports I create?

By default, the reports you create are accessible only to you. However, you can share the reports with your colleagues using the Sharing options available in Zoho Analytics. Refer to the How to Share Reports & Dashboards question.

11. What are the modules on which I could create reports using this connector?

Data from the following 4 modules of SDP get synced with Zoho Analytics.

  • Request
  • Tasks
  • WorkLog
  • Change management module

Each of the above modules data is stored as a 'Table' in Zoho Analytics. Default reports are based out of the above 4 modules (tables). You can create your own reports & dashboards over the above modules.

We plan to support synchronization from other SDP data (like survey data, custom fields etc) too in the near future.

12. Will other data from SDP be supported, for report creation through this connector. When?

We plan to support synchronization of more SDP data (like survey data, custom fields etc)  in the near future. Support for other data will also be prioritized based on user demand.

13. On whose account will the Zoho Analytics connector be setup?

It will be setup in the Zoho Analytics account that the SDP Administrator creates and uses as part of the setup process of this connector. It is this account which will serve as the master admin account of Zoho Analytics.

14. Can I transfer my Zoho Analytics Advanced Analytics setup to another admin account?

At present, we do not provide this option. Please do mail to support@zohoreports.com. We will understand your needs and assist you on this. 

Reporting Features

1. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

  • Charts
    • Pie
    • Bullet
    • Bubble
    • Packed Bubble
    • Dial
    • Bar
    • Stacked bar
    • Line
    • Scatter
    • Area
    • Stacked Area
    • Web
    • Funnel
    • Doughnut
    • Combination Chart
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • Dashboards (multiple reports arranged in the same page)

2. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?

When you setup/configure the Zoho Analytics connector, 80+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your service desk performance effectively. For example, SLA compliance reports, Top 5 / Bottom technician report, Requests flow trend, Average Response time, Requests Closing Rate etc.

For more details about the reports supported for Zoho Analytics Advanced Analytics Connector for SDP, refer to Reporting Features section.

3. Can I modify the default reports that have been created by the Zoho Analytics connector? If so, how?

Yes, you can modify the default reports. If you are the SDP administrator who set up the Zoho Analytics connector, or a 'Workspace Administrator' (Refer Managing Users in Zoho Analytics), click the 'Edit Design' button in a report's toolbar and you will be able to make the changes.

If you are just a user who's been shared the report, click 'Save' -> 'Save As' and save the report as a new report. You can edit this copied report now.

4. How do I create reports using Zoho Analytics with this connector? [or] What are the reports that I can possibly make using this connector?

You can create any type of report with this Zoho Analytics connector. All you have to do is open the appropriate module table(s) over which a report is to be created, click 'New' and choose any type of report you would want to create.

Use the intuitive drag-and-drop based designer of Zoho Analytics to create the report required. To know more, view this slide show on "How to Create Reports?". You can also quickly view the type of reports & dashboards that are created by default, from the sample given below.

https://analytics.zoho.com/workspace/sample#sdp

5. How to create reports using fields/columns across different tables (example Request & Tasks)?

Columns from across different tables can be dragged and dropped to create a report. Refer this slide show on How to Create Reports?

6. What are Formulas in Zoho Analytics?

Formulas, as the name indicates are calculations (metrics) that you could define in Zoho Analytics to help you create the required reports. Zoho Analytics provides a powerful formula engine to create any type of calculations required, to enable creating the required reports. You can create formulas as easy as you would create a formula in a Spreadsheet like Excel.  Refer Adding Formulas in Zoho Analytics to know more.

7. What are the default formulas added in the 'ME ServiceDesk Plus Analytics' workspace, on setting up this connector?

The below table lists all the default formulas that will be created in the 'ME ServiceDesk Plus Analytics' workspace by default. You will find these formulas pretty useful, in creating reports & dashboards in Zoho Analytics. Also these formulas are used in the reports created by default in your workspace. You can view them by selecting the corresponding table and click "Add -> Edit Formulas" in the toolbar.

The below table lists all the default formulas that are created in the WorkLog table:

Formula NameFormula TypeFormulaDescription
Time Spent in HrsCustom"Time Spent" / (1000 * 60 * 60)Provides the time spent on a request (work item) in hours.

The below table lists all the default formulas that are be created in the Request table:

Formula NameFormula TypeFormulaDescription
Time Elapsed in HrsCustom"Time Elapsed"/(1000 * 60*60)Time elapsed in hours for closed and resolved requests, as given by SDP. This excludes holidays, weekends etc.
Time to Respond in HrsCustomif(isnull("Responded Time") = 0 , (unix_timestamp("Responded Time")-unix_timestamp("Created Time"))/ (60 * 60 ),NULL)Total time taken in hours to respond since the ticket got created.
Completion Age TierCustomif(isnull("Time Elapsed in Hrs"),'Not Resolved',
if("Time Elapsed in Hrs" <= 2 , '0 - 2 Hours',
if("Time Elapsed in Hrs" > 2 and "Time Elapsed in Hrs" <= 5, '2 - 5 Hours',
if("Time Elapsed in Hrs" > 5
and "Time Elapsed in Hrs" <= 10, '5 - 10 Hours','Above 10 Hours'))))
Different age tiers, of when requests get closed/resolved.
Days Since Last ChangeCustomif(isnull("Last Updated Time")=0,datediff(now(),
"Last Updated Time"),datediff(now(),"Created Time"))
The number of days between when a request got last updated and now.
Last Activity Request Age TierCustom    if( "Days Since Last Change">=0 and "Days Since Last Change" <=30  , '0 - 30 Days',
if( "Days Since Last Change">30 and "Days Since Last Change" <=45 , '31 - 45 Days',
if( "Days Since Last Change">45 and "Days Since Last Change" <=60 , '46 - 60 Days',
if("Days Since Last Change">60, 'Over 60 Days','Invalid Age'))))
Different age tiers, of when requests were last updated.
Days Since CreatedCustomdatediff(curdate(),"Created Time")The number of days between now (today) and the date when the request got created
Open Request Age TierCustomif( "Days Since Created">=0
and "Days Since Created" <=30  , ' 0 - 30 Days',
if( "Days Since Created">30 and "Days Since Created" <=45 , '31 - 45 Days',
if( "Days Since Created">45 and "Days Since Created" <=60 , '46 - 60 Days',
if("Days Since Created">60, 'Over 60 Days','Invalid Age'))))
Different age tiers (in number of days), for open requests
Open Request CountAggregatecountif("Request"."Request Status"='Open')The total number of all requests whose status is 'Open'
Closed Requests CountAggregatecountif("Request"."Request Pending Status"=0)The total number of all requests whose 'Request Pending Status' is 0 (a 'Request Pending Status' of 0 means it's a closed request)
Backlog Requests CountAggregatecountif("Request"."Request Pending Status"=1)The total number of all requests whose 'Request Pending Status' is 1 (a 'Request Pending Status' of 1 means it's a backlog request - the request is still pending)
Requests Within SLAAggregatecountif("Request"."Overdue Status"=0)The total number of all requests whose 'Overdue Status' is 0 (an 'Overdue Status' of 0 means the request falls within the SLA)
% of Requests within SLAAggregate("Request"."Requests within SLA"/count("Request"."RequestID"))*100The % of requests which fall within the SLA.
SLA Violated RequestsAggregatecountif("Request"."Overdue Status"=1)The total number of all requests whose 'Overdue Status' is 1 (an 'Overdue Status' of 1 means the request has violated the SLA)
% of SLA ViolatedAggregate("Request"."SLA Violated Requests"/count("Request"."RequestID"))*100The % of requests which violated the SLA.
Requests within SLA - Closed RequestsAggregatecountif("Request"."Request Pending Status"=0 and "Request"."Overdue Status"=0)The total number of closed requests which fall within the SLA.
SLA Requests Violated - Closed RequestsAggregatecountif("Request"."Request Pending Status"=0 and "Request"."Overdue Status"=1)The total number of closed requests which violate the SLA.
Escalated Requests Count Aggregatecountif("Request"."IsEscalated"=1)The total number of escalated requests (the requests whose 'IsEscalated' value is 1)
% Escalated Requests            Aggregate("Request"."Escalated Requests Count"/count("Request"."RequestID"))*100The % of requests which got escalated.
% Reopen RequestsAggregate(countif("Request"."ReOpened"=1)/
countif("Request"."ReOpened"=1 or "Request"."Request Pending Status"=0))*100
The % of requests which got reopened.
Reopen Requests CountAggregatecountif("Request"."ReOpened"=1)The total number of requests that got reopened.

8. How do I create my own custom formulas in Zoho Analytics?

Refer to the Adding Formulas in Zoho Analytics help page.

9. Can I add/modify data to the SDP tables from within Zoho Analytics?

No, you cannot. Data from SDP gets automatically synched into Zoho Analytics in the 3 different tables. You cannot edit any of this data or add new data records from within Zoho Analytics.

10. Can I add new columns to the SDP tables from within Zoho Analytics?

No, you cannot add new columns. But you can add Formula Columns and Aggregate Formulas (i.e. calculated fields) to these tables to help you create powerful reports. Refer Adding Formulas in Zoho Analytics to know more.

11. Can I add new data tables in this Workspace to create reports & dashboards?

Yes, you can add new data tables. Click New > New Table and you can add new tables to the existing SDP Workspace.

With this feature, you can import new data or add them manually into your Workspace to analyze and create reports combining this with the SDP data. You can import data from files & feeds like Excel, HTML, CSV, JSON, XML, Google Drive, Zoho Docs, Dropbox, Box and Web URLs. You can also import data from Local SQL & NoSQL databases like Oracle, SQL Server, DB2, MySQL, PostgreSQL, MS Access, Hadoop, Cassandra etc,. The databases can also be in the cloud.

Refer:

12. Can I combine data from other sources with the data from SPD to create reports and dashboards?

Yes, you can combine data from your other sources with your SDP data for analysis. 
To do this, you need to add/import a new data table into the SDP Workspace and then define a look-up to join it with the synchronized table from Google Analytics.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from SDP along with the data from any other source.

  • Open the corresponding table, right click the column header and select Change to Lookup Column.
  • In the Change to Lookup Column dialog that opens, select the column to look up.
  • Click Ok

Please do note that you can create Lookup only to columns in the tables that are not from the same data source.

13. What are Query Tables?

Zoho Analytics allow you to pull the data required by writing standard SQL SELECT Queries. This feature is called Query Tables. With Query Tables you can also combine data from different tables and create reports from the same. View this demo video to know about how to create Query Tables in Zoho Report.

 14. Can I join data from multiple tables to create reports?

Yes, you can join data from multiple tables to create the reports. Refer to Joining Tables in Zoho Analytics for detailed help on this.

 15. How do I generate a bookmark URL or permalink for a report or dashboard?

Zoho Analytics allows you to have a (semi-) private link for any report or dashboard. Click the Publish icon -> URL / Permalink for this view. To know more, refer to the Creating URL/Permalink to Views.

Users, Sharing & Collaboration

1. How do I share the reports in Zoho Analytics with my colleagues?

You can share the default reports provided in the Zoho Analytics connector and also the reports you create, with your organization employees/colleagues. Refer to Sharing and Collaboration help page for more.

Once you privately share a report to your colleagues they will be able to access the same as you do, following the steps below:

  1. User logs in to SDP.
  2. Select the Reports tab > Zoho Analytics.
  3. Clicking the link will open the ME ServiceDesk Plus Analytics Workspace in a new browser tab. They will be prompted to log into their Zoho Analytics account, incase they are not already logged-in.
  4. Users will be able access the reports & data shared to them.

1. If you share the data tables in the SDP Workspace to users, they will be able to create their own reports over the same.
2. If you add a user as a Workspace Administrator in the SDP Workspace created in Zoho Analytics (Refer Managing Users in Zoho Analytics, to know how to add Workspace Administrators), the user will be able access all the data & reports, create new reports and do any operation that you could do on the Workspace.

2. Why are other members in my organization not able to access the reports created?

When the  SDP Administrator configures the SDP - Zoho Analytics connector, the tables and reports will be available only to him/her, by default. The Administrator has to share the 'ME ServiceDesk Plus Analytics' workspace with other members of the organization. Only then will the default reports be accessible by those members. 

There could be a another case where say the Administrator has shared the workspace with other members in the organization. And the member creates his/her own reports. Those reports will be available only to him/her alone, unless he/she shares them with others.

To know more, refer to Sharing and Collaboration help page.

3. How can other members in my organization create reports?

The SDP Administrator who setup the connector should share the tables present in ME ServiceDesk Plus Analytics workspace with other members of the organization. Once this is done, the shared users can create reports based on those tables.

To know more, refer to Sharing and Collaboration help page.

Note:

If you add a user as a Workspace Administrator in the SDP Workspace created in Zoho Analytics (Refer Managing Users in Zoho Analytics, to know how to add Workspace Administrators), the user will be able access all the data & reports, create new reports and do any operation that you could do on the Workspace.

4. What are the user roles available in Zoho Analytics?

Zoho Analytics supports fine-grained access control. The following are are user roles that are supported in Zoho Analytics:

1. Administrator (Master Admin): The User account in Zoho Analytics who had setup the connector will be the administrator of the Zoho Analytics account

2. Workspace Administrator: The Administrator can designate one or more users as Workspace Administrators. A Workspace Administrator has all permissions to add, delete, modify reports, table rows and even tables. A Workspace Administrator can share the workspace tables/reports with other users. A Workspace Administrator cannot delete or rename a workspace.

3. User: A user has the least privilege in the hierarchy. He/She can access the reports, dashboards & tables which are shared to them by the Administrator/Workspace Administrator.  Users can access the shared information only by log-in into his/her account in Zoho Analytics. Unless the Administrator or a Workspace Administrator shares a table with a User, the user cannot create any reports on his/her own. Also, an Administrator/Workspace Administrator can decide to set specific permissions when sharing a report (Read Only, Export Data, View Underlying Data, Share with Others) or a table (Read Data, Export Data, Add/Delete/Modify Rows, Share View / Child Reports).

Refer to Managing Users in Zoho Analytics, to know more about different user roles in Zoho Analytics. Also refer to Sharing and Collaboration help page.

5. Why can't other users edit the reports that I have shared to them?

This is the expected behavior. If the user being shared to is a Workspace Administrator, he/she can edit the reports. If a normal user wants to edit report, what he/she can do is to use 'Save As' to save the report in a different name in his account. This report can then be edited.

6. Can I share the same report created, to multiple users with different criteria associated so that they see different data?

Yes, you can. Refer to this help documentation section to know how this can be done.

7. How can I print the reports & dashboards created in Zoho Analytics?

To print a report/dashboard, please follow the below steps.

  1. Open the report or dashboard that you want to print.
  2. Click the 'Export' button.
  3. You will see options to save the report/dashboard in a variety of file formats like PDF, Excel, CSV, JPG etc.
  4. Choose the format you want and save the file to your desktop. For printing PDF is the recommended format.
  5. Open the file and print it.
Note:

If you are a user to whom a report has been shared and you want to take a print, ensure you have been provided the Export permission by the Administrator to the report, only then you will be able to print the report.

8. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?

If you are the Administrator of the Zoho Analytics connector or a 'Workspace Administrator', you can schedule reports and dashboards to be emailed automatically. You can do this is as follows:

  1. Select the Report/Dashboard to be emailed in Zoho Analytics
  2. Select "Export > Email this View" from the toolbar.
  3. Follow the instructions in the screen and provide the required input to setup a email schedule.

9. Into what file formats can I export the reports & dashboards created in Zoho Analytics and how?

Reports and dashboards can be exported in a variety of file formats.

  • Charts
    • CSV/Excel
    • PDF
    • HTML
    • PNG/JPEG
  • Pivot/Tabular views
    • CSV/Excel
    • PDF
    • HTML
  • Dashboards
    • PDF
    • HTML

You can export a report/dashboard in Zoho Analytics as follows.

  1. Select the Report/Dashboard to be exported in Zoho Analytics.
  2. Select "Export > Export this View" from the toolbar.
  3. Follow the instructions in the screen and provide the required input to export the report(s) selected.

10. How do I embed my reports in my website, intranet, blog or presentation?

You can easily embed the reports & dashboards created in Zoho Analytics in your website, intranet, web application or blog. Follow the steps below to achieve the same:

  • Select the report or dashboard that you would like to embed into your Website or Blog.
  • Select the "Publish -> Embed in Website/Blog.."option.
  • By default, when you embed the report into your website, intranet, web application or blog, it would prompt for users to log into Zoho Analytics to view the embedded view. Also, users to whom you have shared the view (using the 'Share' option) would only be able to access the view embedded, on successful login.
  • If you would like the embedded view to be accessible by anyone without login, then click on the link To access this view/table without login, Click here...
  • Copy and paste the code snippet provided in the text area below into your webpage or blog html content to embed this view.

On embedding, you will see the corresponding report within your web page, application or blog. Refer Embedding in Web Pages/Blogs to know more about this.

Help & Support

1. How do I get technical support on Zoho Analytics connector?

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance kindly do mail us your questions to 

ManageEngine ServiceDesk Plus Advanced Analytics Add-on

The Zoho Analytics Advanced Analytics Add-on for ManageEngine ServiceDesk Plus  enables you to easily analyze your ServiceDesk Plus (SDP) data. Its intuitive drag-and-drop interface allows you to quickly create insightful reports and dashboards. ITIL/ITSM managers can 'slice and dice' their service desk data the way they want, analyze key service metrics and take informed business decisions to optimize their business operation.

General

  1. What is Zoho Analytics?
  2. What is Zoho Analytics Advanced Analytics add-on for SDP and how does it work?
  3. Who can setup this Zoho Analytics add-on?
  4. What do I get when I subscribe to this add-on?
  5. How does the Zoho Analytics add-on for SDP work?
  6. What are the default reports & dashboards created by Zoho Analytics, on setting up this add-on?
  7. How secure is Zoho Analytics to store my SDP Data?
  8. Will sensitive information from SDP uploaded into Zoho Analytics?

Pricing

  1. How much does this add-on cost?
  2. Do you provide trial evaluation for this add-on?
  3. What do you mean by 'Users' in the (add-on) pricing plan?
  4. What do you mean by 'Rows' and how is it calculated in the pricing plan?
  5. How do I purchase a paid plan in Zoho Analytics?

Setup

  1. How do I setup the Zoho Analytics Add-on in my SDP account?
  2. I have setup the Advanced Analytics add-on but not seeing my SDP data in my Zoho Analytics account. What's happening? [or] How long should I wait for my SDP data to initially appear in Zoho Analytics?
  3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?
  4. What are the default fields that will be synchronized in Zoho Analytics Workspace?
  5. Can I import custom fields from ServiceDesk Plus?
  6. Can I edit the SDP-Zoho Analytics synchronization setting?
  7. Can I synchronize the SDP-Zoho Analytics data instantly?
  8. How do I access the reports created in Zoho Analytics?
  9. How to create my own reports with this add-on?
  10. Who has access to the reports I create?
  11. What are the modules in SDP on which I could create reports using this add-on?
  12. Will other modules in SDP be supported, for report creation through this add-on & When?
  13. On whose account will the Zoho Analytics add-on be setup?
  14. Can I transfer my Zoho Analytics add-on to another admin account?

Reporting Features

  1. What are the report types supported by Zoho Analytics?
  2. What are the default reports & dashboards created by Zoho Analytics, on setting up this add-on?
  3. Can I modify the default reports that have been created by the Zoho Analytics add-on? If so, how?
  4. How do I create reports using Zoho Analytics with this add-on? [or] What are the reports that I can possibly make using this add-on?
  5. How do I create reports using fields/columns across different tables (example Requests & Tasks etc)?
  6. What are 'Formulas' in reports?
  7. What are the default formulas added by Zoho Analytics, on setting up this add-on?
  8. How do I create my own custom formulas in Zoho Analytics?
  9. Can I add/modify SDP data from within Zoho Analytics?
  10. Can I add new columns to the SDP tables data in Zoho Analytics?
  11. Can I add new data tables in this Workspace to create reports & dashboards?
  12. Can I combine data from other sources with the data from SDP to create reports and dashboards?
  13. What are Query Tables?
  14. Can I join data from multiple tables to create reports?
  15. How do I generate a bookmark URL or permalink for a report or dashboard?

Users, Sharing & Collaboration

  1. How do I share the reports in Zoho Analytics with my colleagues?
  2. Why are other members in my organization not able to access the reports created?
  3. How can other members in my organization create reports?
  4. What are the user roles available in Zoho Analytics?
  5. Why can't other users edit the reports that I have shared to them?
  6. Can I share the same report created to multiple users with different criteria associated, so that they see different data?
  7. How can I print the reports & dashboards created in Zoho Analytics?
  8. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?
  9. Into what file formats can I export the reports & dashboards created in Zoho Analytics and how?
  10. How do I embed my reports in my intranet, blog or presentation?

Help & Support

  1. How do I get technical support on Zoho Analytics add-on?
  2. Can I have someone from Zoho do a demo of this add-on for me?

General

1. What is Zoho Analytics?

Zoho Analytics is an on-demand reporting and business intelligence solution that helps you get new insights on your business information through its powerful and flexible online business intelligence engine. You get powerful reports in minutes, with no IT help. It offers the following important capabilities.

  • Complete Online Reporting & Business Intelligence service accessible anytime and anywhere!
  • Easy to adopt 'Spreadsheet-like' interface for data analysis and report creation.
  • Powerful drag & drop based reporting features for quick report creation and publishing.
  • Visual Analysis capability for in-depth analysis and to slice & dice your data.
  • Supports Dashboards, Charts, Pivot Tables, Summary and simple Tabular reports.
  • Supports data import from variety of file formats including Excel, Open Office, CSV, TSV, HTML, XML and JSON. Data can also be imported from Cloud Storage/Drives (Google Drive, Zoho Docs, Dropbox, Box and OneDrive) and Web URLs. Also supports periodic scheduling of import.
  • Push data from traditional in-house applications, SQL  & NoSQL databases with batch tools or API (application programming interface).
  • Integrated with ManageEngine ServiceDesk Plus (SDP) to provide advanced analytics on data collected from SDP. Similar integrations available for popular business applications like Zoho CRM, Salesforce, Zoho Projects, Zoho Recruit, Zoho BugTracker etc.
  • Supports reports creation by joining data across related data sets. 
  • SQL (Structured Query Language) driven querying is also supported for powerful report creation. 
  • Real-time collaboration by sharing data, reports & dashboards in read or read-write modes with your colleagues. You could also notify reports via email.
  • Email, Export and Print Reports in variety of formats. You can also setup scheduled emailing of reports. 
  • Embed reports within your Websites, Web Applications and Blogs
  • Highly secure through user login with support for HTTPS (SSL connection). All your data and reports are hosted in highly secure datacenters.
  • Web APIs (HTTP based & Zoho CloudSQL) to tightly integrate and interact with your business applications
  • Zero maintenance cost & low cost

2. What is the Zoho Analytics Advanced Analytics add-on for ManageEngine ServiceDesk Plus (SDP) and how does it work?

The Zoho Analytics Advanced Analytics add-on for SDP brings in all the capabilities of Zoho Analytics described above, to SDP. It comes with the following features/benefits.

  • A full-featured business intelligence (BI) and reporting tool that can slice & dice your SDP data to create any report/dashboard you require
  • Pre-packaged set of 80+ reports and dashboards that anyone using SDP will find great value in
  • Create your own reports and dashboards based on not only your SDP data but also from any other data source (eg., Excel spreadsheets etc) that you would wish to combine with your SDP data
  • Drag & Drop based reporting & analysis that could be used by any business user. No technical knowledge required. No Scripting/Querying required.  
  • Collaboratively work with your colleagues when creating new reports/dashboards on your SDP data. Easily share & embed the reports you create. 
  • Schedule and email your reports whenever your want
  • Export your reports as PDF, Excel, CSV, JPG etc files to your desktop and print them for offline consumption

3. Who can setup the Zoho Analytics add-on?

Customers using any edition of SDP can set up this add-on. Also, you can choose any of the available plans in Zoho Analytics, including the Free plan.

This add-on can be set up in ServiceDesk Plus 9.0 build #9028 and above. SDP customers on builds prior to this have to migrate to 9028 by installing the required service pack(s).

For configuring this add-on in your SDP account, you should be the SDP administrator.

4. What do I get when I set up/subscribe to this add-on?

As a SDP user, subscribing to this add-on brings you immense benefits. You get to look at your data in SDP in ways you haven't looked at before. Using this Zoho Analytics add-on enables you to do powerful analysis of your SDP data and create insightful reports & dashboards. Like say constructing requests flow  distribution, measure SLA compliance, knowing your requests closing rate, knowing your Top 5/Bottom 5 technician, predicting how your support load in different regions is going to be in the following months and quarters, and do much more.

Zoho Analytics' drag-and-drop based reporting is so easy to use that you could create any report or dashboard on your SDP data with basic technical knowledge and share them to your colleagues. No Scripting or Querying required. 

5. How does the Zoho Analytics add-on for SDP work?

The Zoho Analytics Advanced Analytics Add-on for SDP works as below.

  • The SDP 'Administrator' chooses to configure the Zoho Analytics add-on from the 'Admin' tab of SDP.
  • The SDP Administrator creates an account in Zoho Analytics.
  • The SDP administrator maps the Zoho Analytics account in SDP (through the Zoho email address and the Zoho AT key), and initializes the sync process
  • The data from SDP will be imported into his/her corresponding Zoho Analytics account automatically. Depending on the amount of data in SDP, the initial import can take a few minutes to a few hours

  • Then on, the data will be continuously synched between SDP & Zoho Analytics, at times that the administrator has configured.
  • Along with the data from SDP, 80+ insightful & hand-picked reports and dashboards are provided by default
  • The SDP administrator can share the reports to other SDP users.
  • New ad hoc reports can be created by the users of the add-on.
  • Refer to this slide show to know more about how to setup the Zoho Analytics add-on.

6. What are the default reports & dashboards created by Zoho Analytics, on setting up this add-on?

When you setup/configure the Zoho Analytics add-on, 80+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your SDP data effectively. For example, SLA reports, technician reports etc.

You can quickly review the default reports that would be created from the sample Workspace listed below:
https://analytics.zoho.com/workspace/sample#sdp

For more details about the reports supported for Zoho Analytics Advanced Analytics Add-on for SDP, refer to Reporting Features section.

7. How secure is Zoho Analytics to store my SDP Data?

In Zoho we give utmost importance to ensure our customers' data is both SAFE and SECURE. We have very stringent processes and systems in place to ensure the same. To know more about this, we recommend you to go through the following policy documents:

Zoho Security Practices & Policies: https://www.zoho.com/security.html
Zoho Security Practices An Overview:http://blogs.zoho.com/general/security-practices
Zoho Privacy Policy:https://www.zoho.com/privacy.html
Zoho Terms of Service: https://www.zoho.com/terms.html


In case you have any further questions or concerns, please write to us at support@zohoreports.com

8. Will sensitive information from SDP uploaded into Zoho Analytics?

Only the data that is required for analysis is uploaded from SDP to Zoho Analytics. For example, the mail content of the request/ticket is NOT uploaded. To know what data is uploaded from SDP, refer to the Default fields synchronized from SDP to Zoho Analytics question.

Pricing & Trial

1. How much does this add-on cost?

To use the Zoho Analytics Advanced Analytics Add-on for SDP, you can choose any of the available plans in Zoho Analytics, including the Free Plan  (Refer to the Zoho Analytics pricing page). This add-on can be setup in all editions of SDP. You can subscribe to any plans in Zoho Analytics as follows (after you setup the add-on):

  1. Log in to your SDP account as an 'administrator'
  2. Click the 'Reports' tab of SDP and click the Zoho Analytics link at the top. You will be taken to your Zoho Analytics account in a new browser tab.
  3. Click the Subscription link at the top right.
  4. In the Upgrade tab/page, choose the plan you want to subscribe to in Zoho Analytics. 
Note 1:

Ensure that you subscribe to the Zoho Analytics paid plan, only from the account of the administrator, whose email / Zoho AT key is used to setup the SDP - Zoho Analytics Add-on.

Note 2:

In case you want to subscribe to Zoho Analytics through a purchase order, please mail sales@manageengine.com. The add-on is also available in the ManageEngine ServiceDesk Plus store.

2. Do you provide trial evaluation for this add-on?

Yes, we do provide a 30-day free trial for this add-on from the date of setup. The free trial will enable you to try the add-on in the "Standard" plan of Zoho Analytics (Refer to the Zoho Analytics pricing page). You can continue to use the add-on even after the trial period, in the "Free" plan of Zoho Analytics. 

3. What do you mean by 'Users' in the (add-on) pricing plan?

Anyone to whom you privately share your workspaces, tables (data), reports and dashboards, created in Zoho Analytics, for collaboration is considered a "User" in Zoho Analytics. A user is identified by his/her unique email address, with which their Zoho Analytics account was created/registered.

Suppose you subscribe to the Zoho Analytics Standard plan, you can privately share the data/reports in your account and collaborate with 4 other persons. Now your Zoho Analytics account is said to have 5 users (including yourself).

4. What do you mean by 'Rows' and how is it calculated in the pricing plan?

In Zoho Analytics, a row or record is defined in the same context as in a database (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data and has the same structure. For example, in a table that represents "Requests", each row would represent a single request record. The number of rows calculated for pricing, is the sum of all rows/records stored across all your workspace tables in your Zoho Analytics account.

5. How do I purchase a paid plan in Zoho Analytics?

The Zoho Analytics add-on is available for the users of all editions of SDP. This add-on can be setup in all editions of Zoho Analytics including the Free plan. In case you would like to subscribe to any of the paid plans in Zoho Analytics, please follow the below steps:

  1. Log in to SDP as the administrator.
  2. Click 'Reports' -> 'Zoho Analytics'. You will be taken to your Zoho Analytics account in a new browser tab. You need to log into Zoho Analytics, if you are not logged already. .
  3. Click the Subscription link at the top right.
  4. In the Upgrade tab/page, choose Standard Edition or above and subscribe.
Note 1: 

Ensure that you subscribe to the Zoho Analytics paid plan only from the Zoho account of the administrator who set up the SDP Analytics Add-on.

Note 2:

In case you want to subscribe to Zoho Analytics through a purchase order, please mail sales@manageengine.com. The add-on is also available in the ManageEngine ServiceDesk Plus store.

Setup

1. How do I setup the Zoho Analytics Add-on in my SDP account?

Setting up the Zoho Analytics add-on is easy. Please follow the below steps:

  1. Login to SDP as administrator. (Zoho Analytics add-on can be setup in all editions of SDP)
  2. Configure the Zoho Analytics add-on trial by clicking 'Admin' -> 'Zoho Analytics Integration'
  3. Sign up for a Zoho Analytics account using the 'Sign Up' link provided. This will setup a free 30-day trial account in Zoho Analytics Standard edition.
  4. Confirm your Zoho account by clicking the confirmation link received via email from Zoho
  5. Get the Zoho AT key (Authtoken) by visiting this page.
  6. Use the email address of the Zoho Analytics account and the Zoho AT key, to configure the SDP - Zoho Analytics setup. 
Note:

This add-on can be set up in ServiceDesk Plus 9.0 build #9028 and above. SDP customers on builds prior to this have to migrate to 9028 by installing the requiredservice pack(s).

Refer to the below slide show for setting up the add-on, with step-by-step instructions.

2. How long should I wait for my SDP data to initially appear in Zoho Analytics?

After configuring the Advanced Analytics in your SDP account, wait for at least a couple of hours for all your SDP data to be imported into Zoho Analytics. You will receive an email when the import/sync is complete and is ready for creating reports over the same.

Once the initial data synchronization is done, subsequent changes you make to your data in SDP (add, modify, delete records) will automatically be synchronized into Zoho Analytics at the scheduled times you have specified during setup.

3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import/sync process of your SDP data can fail sometimes, due to a variety of reasons. And hence you may receive such mails occasionally. No worries. Please mail to the ServiceDesk Plus's support team (servicedeskplus-support@manageengine.com). They will look into it immediately and get back to you taking the required corrective action.

Setup Process Failedmail will come when there is a failure during the initial SDP - Zoho Analytics add-on setup.

Synchronization Failed mail will come if there is any failure during the data synchronization process between  SDP and Zoho Analytics, after the initial setup & import is completed successfully.

4. What are the default fields that will be synchronized from SDP into Zoho Analytics Workspace?

SDP data from the following fields will be synchronized by default into Zoho Analytics. 

SDP ModuleFields (Columns)
RequestRequestID
Subject
Requester
Technician
Created Time
DueBy Time
Site
Request Type
Department
Group
Priority
Level
Workstation
Mode
SLA
Impact
Urgency
Assigned Time
Responded Time
Resolved Time
Completed Time
Category
Service Category
Overdue Status
IsEscalated
ReOpened
Request Pending Status
Service Request
Last Updated Time
TasksTaskID
RequestID
Title
Percentage of Completion
Created Date
Scheduled Start Time
Scheduled End Time
Actual Start Time
Actual End Time
Additional Cost
Module
Site
Created By
Owner
Prioirity
Task Status
Task Type
Group
WorkLogChargeID
RequestID
Description
Created Time
Starttime
Endtime
Executed By
Total Charge
Other Charge
Tech Charge
Created By

5. Can I import the custom fields in ServiceDesk Plus?

Yes, you can import the custom fields available in ServiceDesk Plus account into Zoho Analytics. These custom fields will be automatically fetched upon updating your SDP pack to version 9229 or above.

6. Can I edit the SDP - Zoho Analytics synchronization setting?

Yes, you can edit the synchronization setting by following the steps below:

  1. Login to SDP as Administrator.
  2. Click Admin > Zoho Analytics Integration
  3. Modify the Initial/Additional Setup settings as required, and then click Save

7. Can I synchronize the SDP - Zoho Analytics data instantly?

Yes, you can synchronize the SDP - Zoho Analytics data instantly when needed. You can do this as follow.

  1. Login to SDP as Administrator.
  2. Click Admin tab >  Zoho Analytics Integration
  3. Click Instant Sync link. SDP data will be instantly synchronized.
Note:

This option can be used up to 7 times per day.

8. How do I access the reports created in Zoho Analytics?

Once the initial data import/synchronization between SDP and Zoho Analytics is completed successfully, you can start accessing the reports created in Zoho Analytics and also create your own reports & dashboards, as described below.

If you are the SDP administrator who configured the Zoho Analytics add-on,

  1. Click Reports tab > Zoho Analytics
  2. Zoho Analytics, with 'ME ServiceDesk Plus Analytics' Workspace will open in a new browser tab. You will be prompted for login, incase you are not already logged into Zoho Analytics. 
  3. This Workspace has all your SDP data and the default reports & dashboards.

SDP users with permission to view the Reports tab, can see the Zoho Analytics button in the Reports tab. Oher than this, your SDP administrator has to enable sharing to your account in the Zoho Analytics add-on. (Refer How to Share Reports & Dashboards question).

Refer How to Share Reports & Dashboards to know about how to share reports and dashboards to other users in this add-on.

9. How do I create my own reports with this add-on?

You can easily create your own reports using the Zoho Analytics add-on by dragging and dropping the appropriate columns from the data tables (that contain SDP data) that have been shared with you. You can refer to the below presentation to know how to create your own reports & dashboards using Zoho Analytics.

Also refer to the following video demos:

Note:

For creating your own reports using this add-on, you can do it only if your administrator who has setup this add-on, has shared the tables (that contains the SDP data) in Zoho Analytics to your account. Refer How to Share Reports & Dashboards question.

10. Who has access to the reports I create?

By default, the reports you create are accessible only to you. However, you can share the reports with your colleagues using the Sharing options available in Zoho Analytics. Refer to the How to Share Reports & Dashboards question.

11. What are the modules on which I could create reports using this add-on?

Data from the following 3 modules of SDP get synced with Zoho Analytics.

  • Request
  • Tasks
  • WorkLog

Each of the above modules data is stored as a 'Table' in Zoho Analytics. Default reports are based out of the above 3 modules (tables). You can create your own reports & dashboards over the above modules.

We plan to support synchronization from other SDP data (like survey data, custom fields etc) too in the near future.

12. Will other data from SDP be supported, for report creation through this add-on. When?

We plan to support synchronization of more SDP data (like survey data, custom fields etc)  in the near future. Support for other data will also be prioritized based on user demand.

13. On whose account will the Zoho Analytics add-on be setup?

It will be setup in the Zoho Analytics account that the SDP Administrator creates and uses as part of the setup process of this add-on. It is this account which will serve as the master admin account of Zoho Analytics.

14. Can I transfer my Zoho Analytics Advanced Analytics setup to another admin account?

At present, we do not provide this option. Please do mail to support@zohoreports.com. We will understand your needs and assist you on this. 

Reporting Features

1. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

  • Charts
    • Pie
    • Bullet
    • Bubble
    • Packed Bubble
    • Dial
    • Bar
    • Stacked bar
    • Line
    • Scatter
    • Area
    • Stacked Area
    • Web
    • Funnel
    • Doughnut
    • Combination Chart
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • Dashboards (multiple reports arranged in the same page)

2. What are the default reports & dashboards created by Zoho Analytics, on setting up this add-on?

When you setup/configure the Zoho Analytics add-on, 80+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your service desk performance effectively. For example, SLA compliance reports, Top 5 / Bottom technician report, Requests flow trend, Average Response time, Requests Closing Rate etc.

You can quickly review the default reports that would be created, from the sample workspace listed below:
https://analytics.zoho.com/workspace/sample#sdp

For more details about the reports supported for Zoho Analytics Advanced Analytics Add-on for SDP, refer to Reporting Features section.

3. Can I modify the default reports that have been created by the Zoho Analytics add-on? If so, how?

Yes, you can modify the default reports. If you are the SDP administrator who set up the Zoho Analytics add-on, or a 'Workspace Administrator' (Refer Managing Users in Zoho Analytics), click the 'Edit Design' button in a report's toolbar and you will be able to make the changes.

If you are just a user who's been shared the report, click 'Save' -> 'Save As' and save the report as a new report. You can edit this copied report now.

4. How do I create reports using Zoho Analytics with this add-on? [or] What are the reports that I can possibly make using this add-on?

You can create any type of report with this Zoho Analytics add-on. All you have to do is open the appropriate module table(s) over which a report is to be created, click 'New' and choose any type of report you would want to create.

Use the intuitive drag-and-drop based designer of Zoho Analytics to create the report required. To know more, view this slide show on "How to Create Reports?". You can also quickly view the type of reports & dashboards that are created by default, from the sample given below.

https://analytics.zoho.com/workspace/sample#sdp

5. How to create reports using fields/columns across different tables (example Request & Tasks)?

Columns from across different tables can be dragged and dropped to create a report. Refer this slide show on How to Create Reports?

6. What are Formulas in Zoho Analytics?

Formulas, as the name indicates are calculations (metrics) that you could define in Zoho Analytics to help you create the required reports. Zoho Analytics provides a powerful formula engine to create any type of calculations required, to enable creating the required reports. You can create formulas as easy as you would create a formula in a Spreadsheet like Excel.  Refer Adding Formulas in Zoho Analytics to know more.

7. What are the default formulas added in the 'ME ServiceDesk Plus Analytics' workspace, on setting up this add-on?

The below table lists all the default formulas that will be created in the 'ME ServiceDesk Plus Analytics' workspace by default. You will find these formulas pretty useful, in creating reports & dashboards in Zoho Analytics. Also these formulas are used in the reports created by default in your workspace. You can view them by selecting the corresponding table and click "Add -> Edit Formulas" in the toolbar.

The below table lists all the default formulas that are created in the WorkLog table:

Formula NameFormula TypeFormulaDescription
Time Spent in HrsCustom"Time Spent" / (1000 * 60 * 60)Provides the time spent on a request (work item) in hours.

The below table lists all the default formulas that are be created in the Request table:

Formula NameFormula TypeFormulaDescription
Time Elapsed in HrsCustom"Time Elapsed"/(1000 * 60*60)Time elapsed in hours for closed and resolved requests, as given by SDP. This excludes holidays, weekends etc.
Time to Respond in HrsCustomif(isnull("Responded Time") = 0 , (unix_timestamp("Responded Time")-unix_timestamp("Created Time"))/ (60 * 60 ),NULL)Total time taken in hours to respond since the ticket got created.
Completion Age TierCustomif(isnull("Time Elapsed in Hrs"),'Not Resolved',
if("Time Elapsed in Hrs" <= 2 , '0 - 2 Hours',
if("Time Elapsed in Hrs" > 2 and "Time Elapsed in Hrs" <= 5, '2 - 5 Hours',
if("Time Elapsed in Hrs" > 5
and "Time Elapsed in Hrs" <= 10, '5 - 10 Hours','Above 10 Hours'))))
Different age tiers, of when requests get closed/resolved.
Days Since Last ChangeCustomif(isnull("Last Updated Time")=0,datediff(now(),
"Last Updated Time"),datediff(now(),"Created Time"))
The number of days between when a request got last updated and now.
Last Activity Request Age TierCustom    if( "Days Since Last Change">=0 and "Days Since Last Change" <=30  , '0 - 30 Days',
if( "Days Since Last Change">30 and "Days Since Last Change" <=45 , '31 - 45 Days',
if( "Days Since Last Change">45 and "Days Since Last Change" <=60 , '46 - 60 Days',
if("Days Since Last Change">60, 'Over 60 Days','Invalid Age'))))
Different age tiers, of when requests were last updated.
Days Since CreatedCustomdatediff(curdate(),"Created Time")The number of days between now (today) and the date when the request got created
Open Request Age TierCustomif( "Days Since Created">=0
and "Days Since Created" <=30  , ' 0 - 30 Days',
if( "Days Since Created">30 and "Days Since Created" <=45 , '31 - 45 Days',
if( "Days Since Created">45 and "Days Since Created" <=60 , '46 - 60 Days',
if("Days Since Created">60, 'Over 60 Days','Invalid Age'))))
Different age tiers (in number of days), for open requests
Open Request CountAggregatecountif("Request"."Request Status"='Open')The total number of all requests whose status is 'Open'
Closed Requests CountAggregatecountif("Request"."Request Pending Status"=0)The total number of all requests whose 'Request Pending Status' is 0 (a 'Request Pending Status' of 0 means it's a closed request)
Backlog Requests CountAggregatecountif("Request"."Request Pending Status"=1)The total number of all requests whose 'Request Pending Status' is 1 (a 'Request Pending Status' of 1 means it's a backlog request - the request is still pending)
Requests Within SLAAggregatecountif("Request"."Overdue Status"=0)The total number of all requests whose 'Overdue Status' is 0 (an 'Overdue Status' of 0 means the request falls within the SLA)
% of Requests within SLAAggregate("Request"."Requests within SLA"/count("Request"."RequestID"))*100The % of requests which fall within the SLA.
SLA Violated RequestsAggregatecountif("Request"."Overdue Status"=1)The total number of all requests whose 'Overdue Status' is 1 (an 'Overdue Status' of 1 means the request has violated the SLA)
% of SLA ViolatedAggregate("Request"."SLA Violated Requests"/count("Request"."RequestID"))*100The % of requests which violated the SLA.
Requests within SLA - Closed RequestsAggregatecountif("Request"."Request Pending Status"=0 and "Request"."Overdue Status"=0)The total number of closed requests which fall within the SLA.
SLA Requests Violated - Closed RequestsAggregatecountif("Request"."Request Pending Status"=0 and "Request"."Overdue Status"=1)The total number of closed requests which violate the SLA.
Escalated Requests Count Aggregatecountif("Request"."IsEscalated"=1)The total number of escalated requests (the requests whose 'IsEscalated' value is 1)
% Escalated Requests            Aggregate("Request"."Escalated Requests Count"/count("Request"."RequestID"))*100The % of requests which got escalated.
% Reopen RequestsAggregate(countif("Request"."ReOpened"=1)/
countif("Request"."ReOpened"=1 or "Request"."Request Pending Status"=0))*100
The % of requests which got reopened.
Reopen Requests CountAggregatecountif("Request"."ReOpened"=1)The total number of requests that got reopened.

8. How do I create my own custom formulas in Zoho Analytics?

Refer to the Adding Formulas in Zoho Analytics help page.

9. Can I add/modify data to the SDP tables from within Zoho Analytics?

No, you cannot. Data from SDP gets automatically synched into Zoho Analytics in the 3 different tables. You cannot edit any of this data or add new data records from within Zoho Analytics.

10. Can I add new columns to the SDP tables from within Zoho Analytics?

No, you cannot add new columns. But you can add Formula Columns and Aggregate Formulas (i.e. calculated fields) to these tables to help you create powerful reports. Refer Adding Formulas in Zoho Analytics to know more.

11. Can I add new data tables in this Workspace to create reports & dashboards?

Yes, you can add new data tables. Click New > New Table and you can add new tables to the existing SDP Workspace.

With this feature, you can import new data or add them manually into your Workspace to analyze and create reports combining this with the SDP data. You can import data from files & feeds like Excel, HTML, CSV, JSON, XML, Google Drive, Zoho Docs, Dropbox, Box and Web URLs. You can also import data from Local SQL & NoSQL databases like Oracle, SQL Server, DB2, MySQL, PostgreSQL, MS Access, Hadoop, Cassandra etc,. The databases can also be in the cloud.

Refer:

12. Can I combine data from other sources with the data from SPD to create reports and dashboards?

Yes, you can combine data from your other sources with your SDP data for analysis. 
To do this, you need to add/import a new data table into the SDP Workspace and then define a look-up to join it with the synchronized table from Google Analytics.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from SDP along with the data from any other source.

  • Open the corresponding table, right click the column header and select Change to Lookup Column.
  • In the Change to Lookup Column dialog that opens, select the column to look up.
  • Click Ok

Please do note that you can create Lookup only to columns in the tables that are not from the same data source.

13. What are Query Tables?

Zoho Analytics allow you to pull the data required by writing standard SQL SELECT Queries. This feature is called Query Tables. With Query Tables you can also combine data from different tables and create reports from the same. View this demo video to know about how to create Query Tables in Zoho Report.

 14. Can I join data from multiple tables to create reports?

Yes, you can join data from multiple tables to create the reports. Refer to Joining Tables in Zoho Analytics for detailed help on this.

 15. How do I generate a bookmark URL or permalink for a report or dashboard?

Zoho Analytics allows you to have a (semi-) private link for any report or dashboard. Click the Publish icon -> URL / Permalink for this view. To know more, refer to the Creating URL/Permalink to Views.

Users, Sharing & Collaboration

1. How do I share the reports in Zoho Analytics with my colleagues?

You can share the default reports provided in the Zoho Analytics add-on and also the reports you create, with your organization employees/colleagues. Refer to Sharing and Collaboration help page for more.

Once you privately share a report to your colleagues they will be able to access the same as you do, following the steps below:

  1. User logs in to SDP.
  2. Select the Reports tab > Zoho Analytics.
  3. Clicking the link will open the ME ServiceDesk Plus Analytics Workspace in a new browser tab. They will be prompted to log into their Zoho Analytics account, incase they are not already logged-in.
  4. Users will be able access the reports & data shared to them.

1. If you share the data tables in the SDP Workspace to users, they will be able to create their own reports over the same.
2. If you add a user as a Workspace Administrator in the SDP Workspace created in Zoho Analytics (Refer Managing Users in Zoho Analytics, to know how to add Workspace Administrators), the user will be able access all the data & reports, create new reports and do any operation that you could do on the Workspace.

2. Why are other members in my organization not able to access the reports created?

When the  SDP Administrator configures the SDP - Zoho Analytics add-on, the tables and reports will be available only to him/her, by default. The Administrator has to share the 'ME ServiceDesk Plus Analytics' workspace with other members of the organization. Only then will the default reports be accessible by those members. 

There could be a another case where say the Administrator has shared the workspace with other members in the organization. And the member creates his/her own reports. Those reports will be available only to him/her alone, unless he/she shares them with others.

To know more, refer to Sharing and Collaboration help page.

3. How can other members in my organization create reports?

The SDP Administrator who setup the add-on should share the tables present in ME ServiceDesk Plus Analytics workspace with other members of the organization. Once this is done, the shared users can create reports based on those tables.

To know more, refer to Sharing and Collaboration help page.

Note:

If you add a user as a Workspace Administrator in the SDP Workspace created in Zoho Analytics (Refer Managing Users in Zoho Analytics, to know how to add Workspace Administrators), the user will be able access all the data & reports, create new reports and do any operation that you could do on the Workspace.

4. What are the user roles available in Zoho Analytics?

Zoho Analytics supports fine-grained access control. The following are are user roles that are supported in Zoho Analytics:

1. Administrator (Master Admin): The User account in Zoho Analytics who had setup the add-on will be the administrator of the Zoho Analytics account

2. Workspace Administrator: The Administrator can designate one or more users as Workspace Administrators. A Workspace Administrator has all permissions to add, delete, modify reports, table rows and even tables. A Workspace Administrator can share the workspace tables/reports with other users. A Workspace Administrator cannot delete or rename a workspace.

3. User: A user has the least privilege in the hierarchy. He/She can access the reports, dashboards & tables which are shared to them by the Administrator/Workspace Administrator.  Users can access the shared information only by log-in into his/her account in Zoho Analytics. Unless the Administrator or a Workspace Administrator shares a table with a User, the user cannot create any reports on his/her own. Also, an Administrator/Workspace Administrator can decide to set specific permissions when sharing a report (Read Only, Export Data, View Underlying Data, Share with Others) or a table (Read Data, Export Data, Add/Delete/Modify Rows, Share View / Child Reports).

Refer to Managing Users in Zoho Analytics, to know more about different user roles in Zoho Analytics. Also refer to Sharing and Collaboration help page.

5. Why can't other users edit the reports that I have shared to them?

This is the expected behavior. If the user being shared to is a Workspace Administrator, he/she can edit the reports. If a normal user wants to edit report, what he/she can do is to use 'Save As' to save the report in a different name in his account. This report can then be edited.

6. Can I share the same report created, to multiple users with different criteria associated so that they see different data?

Yes, you can. Refer to this help documentation section to know how this can be done.

7. How can I print the reports & dashboards created in Zoho Analytics?

To print a report/dashboard, please follow the below steps.

  1. Open the report or dashboard that you want to print.
  2. Click the 'Export' button.
  3. You will see options to save the report/dashboard in a variety of file formats like PDF, Excel, CSV, JPG etc.
  4. Choose the format you want and save the file to your desktop. For printing PDF is the recommended format.
  5. Open the file and print it.
Note:

If you are a user to whom a report has been shared and you want to take a print, ensure you have been provided the Export permission by the Administrator to the report, only then you will be able to print the report.

8. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?

If you are the Administrator of the Zoho Analytics add-on or a 'Workspace Administrator', you can schedule reports and dashboards to be emailed automatically. You can do this is as follows:

  1. Select the Report/Dashboard to be emailed in Zoho Analytics
  2. Select "Export > Email this View" from the toolbar.
  3. Follow the instructions in the screen and provide the required input to setup a email schedule.

9. Into what file formats can I export the reports & dashboards created in Zoho Analytics and how?

Reports and dashboards can be exported in a variety of file formats.

  • Charts
    • CSV/Excel
    • PDF
    • HTML
    • PNG/JPEG
  • Pivot/Tabular views
    • CSV/Excel
    • PDF
    • HTML
  • Dashboards
    • PDF
    • HTML

You can export a report/dashboard in Zoho Analytics as follows.

  1. Select the Report/Dashboard to be exported in Zoho Analytics.
  2. Select "Export > Export this View" from the toolbar.
  3. Follow the instructions in the screen and provide the required input to export the report(s) selected.

10. How do I embed my reports in my website, intranet, blog or presentation?

You can easily embed the reports & dashboards created in Zoho Analytics in your website, intranet, web application or blog. Follow the steps below to achieve the same:

  • Select the report or dashboard that you would like to embed into your Website or Blog.
  • Select the "Publish -> Embed in Website/Blog.."option.
  • By default, when you embed the report into your website, intranet, web application or blog, it would prompt for users to log into Zoho Analytics to view the embedded view. Also, users to whom you have shared the view (using the 'Share' option) would only be able to access the view embedded, on successful login.
  • If you would like the embedded view to be accessible by anyone without login, then click on the link To access this view/table without login, Click here...
  • Copy and paste the code snippet provided in the text area below into your webpage or blog html content to embed this view.

On embedding, you will see the corresponding report within your web page, application or blog. Refer Embedding in Web Pages/Blogs to know more about this.

Help & Support

1. How do I get technical support on Zoho Analytics add-on?

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance kindly do mail us your questions to support@zohoreports.com.

You can also reach out to us on our toll free number 

United States:  +1 (888) 900 9646

United Kingdom:  +44 (20) 35647890

Australia:  +61-2-80662898

India:  +91-44-67447000

2. Can I have someone from Zoho do a demo of this add-on to me?

Yes, certainly. Register for a demo in this page.


Connector" title="support@zohoreports.com">support@zohoreports.com.

 

You can also reach out to us on our toll free number 

United States:  +1 (888) 900 9646

United Kingdom:  +44 (20) 35647890

Australia:  +61-2-80662898

India:  +91-44-67447000

2. Can I have someone from Zoho do a demo of this connector to me?

Yes, certainly. Register for a demo in this page.


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