Frequently Asked Questions

Frequently Asked Questions

General

1. What is ManageEngine Analytics Plus?

ManageEngine Analytics Plus is a business intelligence and analytics solution that helps you to easily analyze your business data and create insightful reports and dashboards for informed decision-making. It can be set up with ServiceNow in minutes, and offers 150+ pre-built reports and dashboards. 

Connecting to Analytics Plus 

1. How to download and set up ManageEngine Analytics Plus? 

You can easily download ManageEngine Analytics Plus from the ServiceNow store. To install the downloaded application, open your ServiceNow instance, and using the Filter Navigator navigate to Applications under System Application. Click the Downloads tab in the screen that appears, search for ManageEngine Analytics Plus, and click Install.

2. How to log in to ManageEngine Analytics Plus?

Since ManageEngine Analytics Plus supports single sign-on with ServiceNow, users can simply select the ManageEngine Analytics Plus option using the Filter Navigator to access the application. 

3. How do I import ServiceNow data into Analytics Plus?

In your ServiceNow instance, navigate to the ManageEngine Analytics Plus application using the Filter Navigator. Click the Connect Analytics Plus button to bring your ServiceNow data into Analytics Plus, and once the import process is completed, click the Access Analytics Plus button to access the reports and dashboards. 

4. What are the file formats from which you can import data into ManageEngine Analytics Plus?

You can import tabular data from the following file formats:

  • Excel Spreadsheets (.xls)

  • CSV (Comma Separated Values)

  • TSV (Tab Separated Values)

  • Any tabular data in text file format

  • HTML files MS Access (.mdb)

  • Files Web URLs which generates data in CSV or Excel format

  • Zipped files in any of the above file formats (except .mdb files)

You can also copy-paste data from any of the above file formats to import the data into Analytics Plus.

Data synchronization

1. How long does it take for ServiceNow data to appear in Analytics Plus after the initial setup? 

After setting up your Analytics Plus account, you might have to wait for around 5-10 minutes for the initial data synchronization to complete. Once the initial data synchronization is done, subsequent changes in ServiceNow will automatically be synchronized with Analytics Plus every hour. 

2. What should I do when the data synchronization between ServiceNow and Analytics Plus fails? 

Synchronization failure between ServiceNow and Analytics Plus is very rare, and is likely due to problems in internet connectivity. Data synchronization can also fail when the token used for authentication expires. In such cases, the Account Administrator can re-authenticate the application by clicking the Re-Authenticate button in the Data Sources page. Click here to learn more. 

If the issue persists, please write to analyticsplus-support@manageengine.com or use the Contact Support form in the ManageEngine Analytics Plus application in your ServiceNow instance. 

Data modeling

1. Does ManageEngine Analytics Plus support Relational modeling?

Analytics Plus supports the relational modeling of your data tables. Lookup columns are used to join your ServiceNow data tables for advanced analysis and reporting across varied data, and is already set up out of the box. 

2. Can I join tables / datasets to create reports in ManageEngine Analytics Plus?

Joins between ServiceNow tables are pre-configured based on the optimum relationship between different modules. We recommend that these joins may not be altered, unless instructed by our technical support team. However, to join new/custom tables or datasets, you can use one of the following options.

  • Configure a Lookup: A lookup can be configured between two tables with similar or related data columns. For example, consider two tables - Sales and Product. 

To join these tables, the Product ID column in the Sales table has to be converted into a Lookup Column, that looks up the Product ID column in the Product table. The simplest way to define a lookup relationship is to open the child table (Sales table in the example above) and right-click the column. Click the Change to Lookup Column option and select the corresponding column to lookup in the parent table (Product table in the example above). 

Once the lookup relationship is established, columns from the Sales and Product tables can be used in the same report. Similarly, the Sales and Sales Person tables can be joined by defining a lookup relationship through the Sales Person ID column.

  • Query tables: A query table can be created using SQL joins between multiple tables. You can save the results from the query into a new table and create any type of reports for analysis and visualization. 

Reports and dashboards

1. What are the types of reports that can be created in Analytics Plus?

Analytics Plus supports a wide variety of report creation options:

  • Charts: You can create more than 25 different types of charts, such as Pie charts, Bar charts, Map charts, etc.

  • Pivot tables (also known as Matrix Views): You can create powerful visualizations with data summarized in a grid, both in horizontal and vertical columns. 

  • Tabular views: Create simple table views that allow you to group columns and apply varied advanced summary functions (Average, Running total, etc.). 

  • Summary views: Create summary views to summarize and group large amounts of data.

2. How to create reports in Analytics Plus?

There are two ways to create reports in Analytics Plus:

  • Click the +Create button in the side panel of Analytics Plus. Select the required report type, and select the base table over which you wish to create a report. Drag and drop the needed columns from the fields listed on left into the shelves on the right to generate your report. 

  • A faster way to generate reports is to use Ask Zia, the search-driven analytics assistant in Analytics Plus. Powered by machine learning and natural language processing, Zia allows you to type in your questions in plain english and generates powerful insights immediately, in the form of relevant visualizations. You can access this by clicking the Ask Zia button from the left panel of your workspace. 

3. Does Analytics Plus support dashboard creation? 

Analytics Plus allows you to create custom dashboards and widgets through an easy, drag-and-drop interface. Dashboards facilitate a quick view of your key business information by displaying a collection of reports on a single page, for easy analysis and visualization. KPI widgets allow you to add single-numbered and chart type widgets, to highlight key metrics in the dashboard.

4. Are dashboards in Analytics Plus customizable?

Analytics Plus offers a wide range of options to customize dashboard design and create a visually rich dashboard quickly. Some of the customization options are:

  • Theme customization: You can apply themes to improve the look and feel of your dashboard. Analytics Plus provides a set of preset themes, which can be customized to suit your needs. 

  • Show/Hide Report Title and Description: You can customize the reports in the dashboard to show or hide the report title and description. This option is available only in the Edit Design mode. 

  • Show Report Specific User Filters: This option allows you to apply filters on a specific report without disturbing the other reports. To access this option, open the dashboard in the Edit Design mode, click the Options button of the specific report, and select the Show Report Specific User Filter option.

  • Include/Exclude Dashboard Filters: When you want your reports to remain unchanged regardless of the filters applied in the dashboard, you can easily exclude the user filters from being applied on a specific report using the Apply Dashboard Filters option.

5. What is the difference between a pivot and a summary report?

A pivot and a summary report are both tabular representations of data.

  • A pivot view is recommended for reports that include many fields, and for reports where you are trying to group the results based on certain fields. For example, a report on the sales figures by category and product.

  • A summary report is recommended for when you want to list details. For example, a report on the details of requests raised in the current month.

Sharing and Collaboration

1. Can I share my data and reports created in ManageEngine Analytics Plus with other ServiceNow users?

You can easily share your data tables, reports and dashboards created in ManageEngine Analytics Plus with other ServiceNow users, using the Share button found in the top right corner of all reports, dashboards and tables. You just need to provide the e-mail address and set the necessary permissions for the views being shared. To learn more, refer to the Sharing and collaboration section.

2. Can I export the reports created in Analytics Plus? If yes, what are the supported formats?

You can export the reports and dashboards created in Analytics Plus by clicking the Export button found in the top right corner of every report, dashboard and table. The visualizations can be exported in the following formats: 

  • CSV - Exports the underlying data of a report as a Comma Separated Value (CSV) file.

  • PDF - Exports the report/dashboard as a printer-friendly Portable Document Format (PDF).

  • HTML - Exports the report / dashboard as a HTML document.

  • Excel (XLS) - Exports the underlying data of a report as an Excel file.

  • Image - Exports charts as a GIF or PNG image.

3. Can I e-mail the reports as an attachment? If yes, can I schedule the e-mails to be sent automatically at specified time intervals?

Yes, you can e-mail the reports and dashboards created in Analytics Plus by clicking the e-mail icon found in the top right corner of all reports and dashboards. To schedule these e-mails,

  • Open the specific report or dashboard, click the e-mail icon and choose the required format. 

  • Specify the e-mail address of the users you want to share the visualization with and customize the subject and description of the e-mail as needed.

  • To schedule for users to receive this email periodically, select the Schedule this email option, and choose the frequency from the drop down menu, and click Send.

The report will automatically be sent as an e-mail attachment at the specified time intervals, and you can also choose to e-mail multiple reports together. 

4. How do I use the collaboration feature in real time?

You can collaborate efficiently with your colleagues in real time using the Commenting option. Follow the steps given below to do this:

  • Open the required report or dashboard and click on the Comment icon. 

  • Add a collaborator by sharing the view, or if you've already shared the view to a set of users, make sure the Allow Commenting permission is selected. 

  • Once that's done, type in your message and click Post

You can also attach other reports from the workspace to your comment thread using the attachment icon at the bottom. To learn more, refer to the Sharing and collaboration section.

Need more help?

1. Can I get a personalized demo of the software?

Yes, please send us an e-mail at analyticsplus-support@manageengine.com. Additionally, you can also use the Contact Support form found under the ManageEngine Analytics Plus application in your ServiceNow instance, and we'll set up a personalized demo of Analytics Plus for you right away.

2. How can I request for new reports / features with Analytics Plus?

For requests of additional reports or any new features, please drop us an e-mail at analyticsplus-support@manageengine.com or use the Contact Support form found under the ManageEngine Analytics Plus application in your ServiceNow instance. 

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