Setting up the ManageEngine Analytics Plus application

Setting up the ManageEngine Analytics Plus application for ServiceNow

This guide will show you how to set up the ManageEngine Analytics Plus application from your ServiceNow Store. The advanced analytics platform offers out of the box analytics on over 80+ help desk KPIs.

Watch the following video to get started with ManageEngine Analytics Plus. 

Prerequisites

Only ServiceNow system administrators can download and install ManageEngine Analytics Plus. However, to set up ManageEngine Analytics Plus, a ServiceNow user account with the following configurations is required.

  • The account should have an email address and password associated with it. This will be used to connect to Analytics Plus.

  • The following roles have to be assigned to the user account:

    • x_manen_analytics.admin

    • x_manen_analytics.apiAdmin

Installing ManageEngine Analytics Plus

ServiceNow administrators can easily download the ManageEngine Analytics Plus application from the ServiceNow Store. Once the application is downloaded, open your ServiceNow instance. Using the Filter Navigator, navigate to System Applications > All Available Applications > All. In the screen that appears, search for ManageEngine Analytics Plus, and click Install

Connecting to ManageEngine Analytics Plus

After installing ManageEngine Analytics Plus, you need to connect to it. This automatically imports your ServiceNow data into Analytics Plus for advanced analytics. 

Follow the steps below to do this.

Step 1: Switch to the Analytics Plus application scope

To ensure the configurations are applied to the Analytics Plus application, you have to switch to the Analytics Plus application scope. This can be done using the application picker. 

To do this, 

  • Click the Gear icon in the top right corner of your screen. 

  • Navigate to the Developer section, and select Analytics Plus from the Application drop down. 

Step 2: Create an OAuth app in the Application Registry

  • Using the Filter Navigator, navigate to ManageEngine Analytics Plus > Launch Analytics Plus and copy the redirect URL. (You can also access the redirect URL here.)

  • Navigate to Application Registry using the Filter Navigator, and click New. Select the Create an OAuth API endpoint for external clients option.

  • Provide a name for the application. Click the Edit this URL icon near the Redirect URL text box, enter the copied redirect URL, and click the Lock this URL icon. 

  • Click Submit.

Step 3: Create or assign a user account

While ServiceNow administrators can download and install ManageEngine Analytics Plus, we recommend using a new user account in ServiceNow, with the required roles and an email address to establish connection between ServiceNow and Analytics Plus. You can use an existing user account as well, as long as the account has an email address and the roles mentioned in the prerequisites section. This user account can then be used to connect to Analytics Plus, to import your ServiceNow data into Analytics Plus for analysis. 

Note: Please ensure you do not modify or delete the user account that is used to connect to ManageEngine Analytics Plus. 

a. Create a new user account

If you wish to create a new user account, navigate to User Administration > Users, and click New. Fill the following details and click Submit.

  • User ID
  • Name
  • Email address
  • Password
  • Time zone

Note: The newly created user's email address will be used as the admin email address in Analytics Plus. As vital information regarding data synchronization, user management and more will be communicated to this email address, please ensure that a valid email address is configured.

b. Assign roles to the user account

  • Navigate to User Administration > Users, and open the required user's details. Navigate to the Roles section, and click Edit.

  • Search for the following roles from the Collection list, and click Add to move them to the Roles list. 

    • x_manen_analytics.admin

    • x_manen_analytics.apiAdmin

  • Click Save to assign the roles. 

Step 4: Connect to Analytics Plus

  • Log in to the ServiceNow account that was just created, and navigate to the ManageEngine Analytics Plus > Launch Analytics Plus using the Filter Navigator.

  • Click the Connect Analytics Plus button.

  • Verify your email address in the popup that appears. Click Next to proceed.

  • The list of supported modules will be displayed. In Analytics Plus, a few ServiceNow tables are grouped together and called a module. Select the modules you wish to analyze. We recommend selecting every listed module to ensure all the prebuilt box reports and dashboards are populated with relevant data. 

  • Specify the period you wish to fetch data from, which imports all the data from the selected modules from the chosen period. Set a synchronization schedule to schedule the data synchronization between ServiceNow and Analytics Plus at regular intervals, and click Connect.

Note: If you have developer permissions in ServiceNow, please change to the Analytics Plus application scope. Click here to know more.

  • Before completing the import process, you can assign other ServiceNow users as admins in Analytics Plus. This allows them to create, share and delete reports and dashboards in Analytics Plus. This can also be carried out later, from the Associate Admins page. Refer this documentation to know more. Click Next to proceed. 

  • In the following screen, you can nominate one of your admins to manage the Analytics Plus subscriptions. This can also be done later, from the Subscription page. Refer this documentation to know more. Click Confirm to proceed. 

Note: If you have developer permissions in ServiceNow, please change to the Analytics Plus application scope. Click here to know more.

  • After the import process is completed, click the Access Analytics Plus button.

Your Analytics Plus workspace will open in a new tab, with out-of-the-box reports and dashboards built specifically for ServiceNow.

Note:

  • Ensure you allow popups in your browser to view your Analytics Plus workspace. 

  • Post setup completion, it may take anywhere between 5-10 minutes for the data to be synchronized with ServiceNow, during this period some reports and metrics may not display data.

Refer the Creating reports and dashboards section to learn how to create reports and dashboards in Analytics Plus.

Accessing Analytics Plus

You can also access Analytics Plus anytime, by clicking the Launch Analytics Plus button found at the top right corner of every page. 

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