Request an analytics service

Request services associated with dashboards, such as to request a new dashboard or access to an existing dashboard.

Before you begin

Role required: none

Procedure

  1. Navigate to either Self-Service > Service Catalog or Service Portal > Service Portal Home.
  2. If you navigated to the Service Portal, select Order Something.
  3. Select the Can We Help You? category.
  4. Select Analytics Request.
  5. Select the Request type, such as Request dashboard access, Edit a dashboard, or Report an issue.
  6. (Optional) If you are submitting the request for another user, select the Request on behalf of another user check box and select User you are making the request for.
  7. Provide additional details about your request, such as the name of the dashboard and a description of the changes you want made. Available fields depend on the request type.
    A notification is automatically sent to the requesting user.

What to do next

After you submit the request, the Analytics team is responsible for reviewing and implementing your requested changes.

Fulfill an analytics request

Analytics service requests are assigned to the Analytics group who can review and fulfill the requests.

Before you begin

At least one user must be a member of the Analytics group.

Role required:
  • Fulfiller - itil and pa_admin. The fulfilling user must be a member of the Analytics group which automatically grants these roles.
  • Approver - itil and approver_user

Procedure

  1. Navigate to Service Desk > My Groups Work.
  2. Select a request.
  3. If the request is to grant access to a dashboard, select the Dashboard that this request applies to.
  4. Select one or more users as the Request Approver.
    This approver should not be a member of the Analytics group.
    Note: No approval is required when the request type is Report an issue.
  5. The approver can then approve the request.
    1. Navigate to Self-Service > My Approvals.
    2. Select the request approval.
    3. Click Approve.
    If the approver rejects the approval, the request is closed automatically. If the approver selects an option other than approved or rejected, the fulfiller user can close the request by setting the State to Closed Skipped or Closed Incomplete.
    After the request is approved, or if no approval was required, a task is created for the Analytics team. Navigate to the Tasks related list on the request record to view the task. An email notification is sent to the Analytics team.
  6. After the approver approves the request, perform the requested changes to fulfill the request. Refer to the dashboards documentation for instructions on how to modify dashboards and dashboard permissions.
  7. Update the task State to Closed Complete.
    The request State is updated automatically when the task is closed. An email notification is sent to the requesting user to inform the user that the requested changes are complete.

Activate the Self-Service Portal for Analytics plugin

You can activate the Self-Service Portal for Analytics plugin (com.snc.pa.bi_service) if you have the admin role. This plugin and activates related plugins if they are not already active.

Before you begin

Role required: admin

About this task

Self-Service Portal for Analytics activates these related plugins if they are not already active.
Table 1. Plugins for Self-Service Portal for Analytics
Plugin Description
Performance Analytics

[com.snc.pa]

Core Performance Analytics functionality

Procedure

  1. Navigate to System Definition > Plugins.
  2. Find and click the plugin name.
  3. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link.

    If the plugin depends on other plugins, these plugins are listed along with their activation status.

    If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin).

  4. (Optional) If available, select the Load demo data check box.

    Some plugins include demo data—Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance.

    You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form.

  5. Click Activate.