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.
2. Is Analytics Plus native to ServiceNow?
ManageEngine Analytics Plus is a native ServiceNow certified app and can be accessed from your ServiceNow application. Simply navigate to ManageEngine Analytics Plus using the Filter Navigator and click the Launch Analytics Plus button.This opens the ManageEngine Analytics Plus application in a new tab, with out-of-the-box reports and dashboards built for ServiceNow.
3. What are the ServiceNow modules supported by the Analytics Plus application?
Currently, Analytics Plus supports ServiceNow's Incident module. Other modules such as Change Management, configuration management database (CMDB), etc. will be supported in the near future.
4. How long is the trial period, or is there a trial period? Are there any feature restrictions during the trial period?
Analytics Plus offers a 15-day free trial. During the trial period, you have access to all of Analytics Plus' features.
5.Can I test this app in my ServiceNow application?
Yes. You can test out Analytics Plus for free in your ServiceNow application. Refer the Setting up the ManageEngine Analytics Plus application document for more details.
Or, sign up and provide a number, and we'll give you a call to help you get started.
You can also check out the live demo here.
6. Is my data safe?
We take utmost care of securing your data. We store your data in our US data center as per the security procedures and policies listed in this document. The option to choose data centers in other geographical locations will be added in the future. This documentation covers our physical security practices (like 24x7 security 365 days a year, video monitoring, biometric access, bullet-resistant walls), network security processes (encryption, intrusion detection/prevention), people processes, and redundancy/business continuity solutions.
7. What happens to my data after the free trial?
At the end of your 15-day trial, if you choose not to purchase a subscription, your data will be retained for 45 days during which you can purchase a subscription and maintain access to the data collected during your trial period. After 45 days, your data will be permanently removed from our data centers.
If you discontinue Analytics Plus during the 15-day trial, your data will be moved to the trash, where it will be retained for 45 days before it's permanently deleted.
Licensing
1. Is Analytics Plus free?
You can try a free, 15-day trial of Analytics Plus. After that, you'll need to subscribe to a paid plan. Click here to view the available pricing models.
2. How much does ManageEngine Analytics Plus cost?
The licensing model of the ManageEngine Analytics Plus application is based on the number of users and the subscription period. To learn more about the license packs, click here.
Connecting to Analytics Plus
1. How to download and set up ManageEngine Analytics Plus?
You can easily download ManageEngine Analytics Plus app 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.
Note: You must be an administrator in ServiceNow to do this.
2. Do I have to install Analytics Plus on my server?
The Analytics Plus application is downloaded to your ServiceNow instance. For detailed steps on the installation process, refer this documentation.
3. 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 and click the Launch Analytics Plus button to access the application. This opens the Analytics Plus application in a new tab, with out-of-the-box reports and dashboards on your ServiceNow data.
4. Why am I unable to launch Analytics Plus in a new tab?
Ensure you allow popups in your browser while setting up the ManageEngine Analytics Plus app. This is essential to view your Analytics Plus workspace, and to access the payments page while purchasing a license.
5. 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 Launch Analytics Plus button and follow the setup procedure to bring your ServiceNow data into Analytics Plus. To learn more about the setup process, click here.
6. 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 that generate 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 as per the schedule that you have set up.
2. What should I do when the data synchronization between ServiceNow and Analytics Plus fails?
Check if the data in ServiceNow is accessible from Analytics Plus. There could be strict ACLs on ServiceNow tables or other similar environmental issues that could be causing the synchronization failure.
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.
3. What should I do when Analytics Plus asks me to re-authenticate?
When the authentication token created during the initial setup expires, you will have to re-authenticate Analytics Plus to continue using the application. The application will display a screen that prompts you to re-authenticate. Click Re-Authenticate and click Allow in the pop-up that appears to complete the re-authentication successfully.
Note: Only Account admins can re-authenticate Analytics Plus. Navigate to ManageEngine Analytics Plus > Subscription using the Filter Navigator to check the user with the Account Admin role.
4. What do I do if I delete the OAuth app I created during setup?
In case the OAuth app gets deleted from the Application Registry, you need to create a new one to ensure successful data synchronization between ServiceNow and Analytics Plus. Follow the steps detailed in this help documentation to do this, and use this redirect URL for creating the app.
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. Do you offer free technical support during the trial period?
Yes. Technical support is free for all users, even during the trial period. There is no separate charge to receive support during the trial period.
You can contact technical support through:
Email: analyticsplus-support@manageengine.com
Phone: +1.888.720.9500
You can also try searching our documentation online or get answers straight from our community.
2. Can I get a personalized demo of the software?
Yes, please send us an e-mail at analyticsplus-support@manageengine.com. Additionally, you can use the Contact Support form found under your ManageEngine Analytics Plus application in your ServiceNow instance, and we'll set up a personalized demo of Analytics Plus for you right away. You can also access the form from this link.
3. 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. You can also use the Contact Support form in this link, or found under the ManageEngine Analytics Plus application in your ServiceNow instance.