SupportCenter Plus

    SCP - ManageEngine Analytics Plus / Zoho Reports Integration

    Integration of Zoho/ManageEngine Analytics Plus with SCP provides easy report generation, analysis, and interpretation and has an advantage of timely-sync. ManageEngine Analytics Plus is for On-premise integration while Zoho Reports is for On Cloud integration.


    How to configure:

    This feature is available under Admin>>Integration & Add-ons>>Advanced Analytics>>Setup Advanced Analytics Integration.


     

     ZOHO REPORTS FOR ON CLOUD:


    Zoho Reports is an online reporting & a business intelligence service that help you easily analyze your business data and create insightful reports and dashboards for informed decision making. With Zoho Reports - SCP Integration, the data can be easily analyzed in SupportCenter Plus. Zoho Reports intuitive drag-and-drop interface can quickly 'slice & dice' the support center data, analyze key service metrics and provide informed decisions to optimize your business operation. 

     

    STEPS TO INTEGRATE SCP WITH ZOHO REPORTS:


    The integration between SCP and Zoho Reports can be done as follows:

    1. The configuration wizard with

    • 'Basic Setup' and 
    • 'Additional Setup' will be displayed.

    2. In the 'Basic Setup', Advanced Analytics Credentials and Initial Data Synchronization will be shown.

    • In the 'Advanced Analytics Credentials', enter the Zoho Email ID and the Zoho AT key. (If you do not have a Zoho mail account, click 'Sign up')
    • Tap  provided next to the 'Advanced Analytics Credentials' field to obtain the Zoho AuthToken key by clicking on the following URL:https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoReports/reportsapi 
    • In 'Initial Data Synchronization', click on the calendar icon and choose the date from when the reports have to be synchronized. The data will be synchronized based on the interval specified in Additional setup>>Periodic Data Synchronization. 
       

     

    On clicking 'Save' Button: On clicking 'save', the entered details will be saved and the credentials will be validated, without initializing data sync.

    On clicking 'Save and sync' Button: On clicking 'save and sync', the entered details will be saved in the database and the data will get synchronized. It should be noted that the Requests and Additional fields (except multi-select) will be synchronized.

    On clicking 'Re-Sync': The 'Re-Sync' button will be available after the 'Save and Sync' process is completed. On clicking 'Re-Sync', the manual sync process can be initiated.

    3. In the 'Additional Setup'

    • Periodic Data Synchronization - Choose the day and time for scheduling the periodic data synchronization. 
    • Instant Sync - Instant sync allows you to sync the reports immediately with the database without any required schedules. A maximum of 5 'Instant Sync' is allowed per day. Instant-sync done shows the number of times reports have been instant-synced.

    • Data Retention Policy - Select the time duration for cleaning up the older data. The time period for which the data can be retained in Zoho Reports can be configured here. 
    • Zoho Reports Shared Users Information - In Zoho reports shared user information if no shared users are available in Zoho reports configured database, an info message will be displayed. If shared users are available, then the Zoho reports users available in SCP and not available in SCP will be displayed. 
    • Zoho Reports Subscription Plan - Displays the available rows and license expiry date. Click renewal to renew the expired license.
    • Remove Setup - Click 'Remove setup' button to remove all the configured settings and complete database in Zoho Reports. The default reports and the customized reports will also be removed.

     

    The security information provides detailed information about the data transfer and other precautions.

     


     

    The following will be synced with Zoho Reports/ ManageEngine Analytics Plus

    Additional fields created for a Request will be automatically populated in Zoho Reports and ManageEngine Advanced Analytics when 'Sync' or 'Re-sync' is done. 


    Note

    1. The details such as 'sync status', 'last sync time' and 'next schedule' will be available on top of the page.
    2. By default, the Synchronization frequency under Periodic Data Synchronization section will be set to "Repeat for Every 2 Hour ". In case of failure in periodic synchronization, a failure message will be displayed and a detailed mail will be sent to admin user to resolve the problem.
    3. On clicking 'Save and Sync', the data will start synchronizing. After successful completion of synchronization, a success message will be displayed. For periodic data synchronization, in case of failure in periodic data synchronization, a failure message will be sent to the mail account.


    MANAGEENGINE ANALYTICS PLUS FOR ON PREMISES


    ManageEngine Analytics Plus is a business intelligence and reporting software from ManageEngine that help you to generate detailed reports about your Helpdesk performance & metrics. With a variety of reporting functionalities, it helps you analyze your help desk and take control of your requests. 

    STEPS TO INTEGRATE SCP WITH MANAGEENGINE ANALYTICS PLUS

    After downloading and installing the ManageEngine Reports on a Windows/Linux machine, click Admin>>Integration & Add-ons>>Advanced Analytics >>Initial Setup.

    1. The configuration wizard with

    • 'Basic Setup' and
    • 'Additional Setup' will be displayed.

    2. In the Basic Setup, Advanced Analytics Credentials and Initial Data Synchronization will be shown. In the 'Advanced Analytics Credentials' field, enter the following details:

    • Host Name/IP Address - Enter the name of the proxy server of ME Analytics Plus or the IP Address.
    • HTTPS Port Number - Enter the port number of the server in which ME Analytics Plus is installed. (8443 by default).
    • Username - Enter the username of the user account in ManageEngine Analytic Plus. (Administrator by default).
    • Password - Enter the password of the corresponding user account. (Administrator by default)

    In 'Initial Data Synchronization', click on the calendar icon and choose the date from when the reports have to be synchronized. The data will be synchronized based on the interval specified in Additional setup>>Periodic Data Synchronization. 

     




     

     On clicking 'Save' Button: On clicking 'save', the entered details will be saved and the credentials will be validated, without initializing data sync.

    On clicking 'Save and sync' Button: On clicking 'save and sync', the entered details will be saved in the database and the data will get synchronized. It should be noted that the Requests and Additional fields (except multi-select) will be synchronized. 

    On clicking 'Re-Sync': The 'Re-Sync' button will be available after the 'Save and Sync' process is completed. On clicking 'Re-Sync', the manual sync process can be initiated.

    3. In the Additional Setup, 

    • Periodic Data Synchronization - Choose the day and time for scheduling the periodic data synchronization. 
    • Instant Sync - Instant sync allows you to sync the reports immediately with the database without any required schedules. A maximum of 7 'Instant Sync is allowed per day. Instant-sync done shows the number of times reports have been instant-synced.
    • Data Retention Policy - Select the time duration for cleaning up the older data. The time period for which the data can be retained in Analytics Plus can be configured here. 
    • ManageEngine Analytics Plus License Information - Displays the available rows and license expiry date. Click renewal to renew the expired license.
    • Remove setup - Click 'Remove' button to remove all the configured settings and complete database in ManageEngine Analytics Plus. The default reports and the customized reports will also be removed. 

     

    Data from SupportCenter Plus will be synchronized to Analytics Plus periodically as configured below:

    The SupportCenter Plus data older than the retention period will be automatically deleted from the Analytics Plus.

     Remove Analytics Plus Integration Setup

     

    The security information provides detailed information about the data transfer and other precautions.

     

     

    How to view Reports after Integration

    Only users having an account either in ManageEngine Analytics Plus or Zoho Reports can view Advanced Analytics Reports.

    After Integrating SupportCenter Plus with Zoho Reports/ ME Analytics Plus, the reports can be viewed from Reports >> Advanced Analytics. 

    Before integration, the Advanced Analytics Reports will be displayed as follows:


     

    When 'Advanced Analytics' is clicked, a pop-up directing to the Zoho Reports Database will be displayed in case of successful integration with Zoho Reports.



     

    In case of integration with ManageEngine Analytics Plus, the following pop-up will be displayed when 'Advanced Analytics' is clicked.

     

      

    The help icon next to 'Advanced Analytics' will display about Advanced Analytics. 




    Note

    1. The entire 'Sync schedule' will be ceased in four days if the continuous sync fails.

    2. The Retention Policy will run once in seven days.

    3. The shared users list in Zoho Reports will be categorized as 'Zoho report users available in SCP' and 'not available in SCP'. Each category will have users and DB owners.

    4. The error log file related to 'Sync' process can be traced out from 'Logs' folder available SCP_Home >>Logs.

     
     

    Copyright © 2017, ZOHO Corp. All Rights Reserved.