BI Analytics
    • 26 Jun 2024
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    BI Analytics

    • PDF

    Article summary

    Uncover the potential of your Service Desk data using the Qlik Sense platform.

    Enjoy newly added, more robust capabilities so you can leverage every metric and trend identified in the BI Analytics Dashboards.


    • SysAid Service Desk

    • BI Analytics Access permission

    • Email address defined in SysAid

    SysAid’s BI Analytics module, integrated with the Qlik Sense platform, empowers you to efficiently extract insights from your Help Desk data (over the last 36 months).

    Admins with BI Analytics Access permissions can pose queries that target trend detection within their organization. This tool facilitates in-depth examination of Service Requests (SRs) and Administrators, offering customizable charts and graphs for streamlined data visualization.

    This model is a Cloud-based solution —  but is also available in Hybrid mode for On-Premise installations (see below for more details).

    How BI Analytics works

    BI Analytics uses Single Sign On to log you in to the Qlik Dashboard (applies to Cloud accounts only).

    SysAid runs a collection process every hour that collects different tickets that have been added/updated/deleted.

    This allows your BI Analytics Dashboard to be fully synced with your Service Desk’s processes and to give accurate representation of its progress.

    BI Analytics Dashboard Update Intervals

    The BI Analytics Dashboard is updated in three hour intervals, despite the actual data being updated every hour

    Enable browser access

    Accessing SysAid’s Qlik-hosted BI Analytics Dashboard on your browser requires:

    • Third Party Cookies allowed

    • Pop-up blocker disabled

    • Email defined in SysAid

    Allow Third-party cookies

    Viewing the BI Analytics Dashboard requires allowing Third-party cookies for both the: 

    • BI Analytics page (when clicking from the Analytics menu in SysAid)

    • Qlik BI portal (on the Qlik Cloud page)

    To make sure Third-party cookies are enabled for both pages, open each page in Google Chrome and follow these steps:

    1. Click the pop-up blocker indicator (if relevant) in the URL field

    2. Turn on the “Third-party cookies” disable indication

    Disable Pop-up Blocker

    The Pop-up blocker must be disabled for your Service Desk.

    To disable the Pop-up blocker in Chrome (for example_, follow these steps:

    1. Click the ‘Pop-up blocker’ icon in the URL field

    2. Select the ‘Always allow pop-ups and redirects from…’ option

    Grant BI Analytics permission

    To grant an Admin access to BI Analytics from the Service Desk, go to Tools > User Management > Administrators and click on the relevant Admin.
    Go to the Admin record’s “Permissions” tab, and check off “Access BI Analytics”.

    BI Analytics access can also be granted to an entire Group — in User Management Settings.

    To grant BI Analytics access to a Group:

    Step 1: Go to Settings > User Management > Groups

    Step 2: Make sure the Enable group permissions checkbox is selected

    Step 3: Select the Access BI Analytics checkbox

    Step 4: Click Save

    Learn more about Group permissions

    Inside the Dashboard


    The data in BI Analytics is displayed across several screens called "Sheets".

    The default BI Analytics Dashboard is the “ITSM Performance” Sheet; this loads upon opening the BI Analytics Dashboard.

    The ITSM Performance Dashboard’s default comparison time frame measures how many Closed Service Records there were in the previous month – compared to how many Closed Service Records there were during the three months before that month.

    Admins can customize the Dashboard to show any date range; four data widgets are found inside the Dashboard – each of which drill down to metrics that compare specific variables to identify trends.

    Tickets Closed per Month

    In order to identify the number of Tickets that were “Closed” per month, (measured according to the Ticket Source):

    This data is generated by calculating the Tickets whose Status Field value was “Closed” with the Source Field value, and groups the calculation according to months.

    Navigate between Sheets

    When viewing a Dashboard other than the default “ITSM Performance”, Admins can navigate back to this original Dashboard by clicking the initial breadcrumb (root) on the breadcrumb trail – where it says “ITSM Performance Dashboard”.

    These Dashboards include:

    • ITSM Performance Dashboard (Default)

    • Incidents vs. Requests

    • Efficiency Indicator: Handoffs

    • SLA Indicator: Resolution Time

    • Ticket Sources

    • Active Service Records (SRs)

    To navigate sequentially between each Sheet, use the Forward and Back arrows to navigate to the next or previous sheet.

    To navigate between the Dashboard Sheet options (to skip to the relevant Dashboard), click on the “Sheets” dropdown menu and once the window expands, click on your desired Sheet.

    For information on customizing a sheet or creating a new sheet, contact your Account Manager.


    You can get a better look at a chart by viewing it in full screen mode.

    To expand a chart

    1. Hover your mouse over the chart and click  BIDashboardfilesFullScreen.jpg.

    2. To exit full screen mode, click  BIDashboardfilesCloseFullScreen.jpg.


    You can bookmark sets of Sheet Filters for filtered data that may be relevant for measurement/analysis in the future.

    Create a bookmark

    1. When you have selected the filters you want to save, click  BIDashboardfilesBookmark.jpg.

    2. Click Create new bookmark.

    3. Enter a title and description for your bookmark.

    4. Click outside of the gray area.

    View Bookmark properties

    You can view a bookmark's description and filters to determine if you want to open that bookmark.

    1. Click  BIDashboardfilesBookmark1.jpg.

    2. Click the  BIDashboardfilesBookmarkProperties.jpg corresponding to the bookmark you want to view properties for.

    Edit bookmark properties

    1. Click  BIDashboardfilesBookmark2.jpg.

    2. Click the  BIDashboardfilesBookmarkProperties1.jpg
      corresponding to the bookmark you want to edit properties for.

    3. Click  BIDashboardfilesEditProperties.jpg.

    4. Edit the bookmark's title and/or description.

    5. click  BIDashboardfilesSaveProperties.jpg.

    Delete a bookmark

    1. Click  BIDashboardfilesBookmark3.jpg.

    2. Click the  BIDashboardfilesBookmarkProperties2.jpg corresponding to the bookmark you want to delete.

    3. Click  BIDashboardfilesEditProperties1.jpg.

    4. Click  BIDashboardfilesDeleteBookmark.jpg.

    Metadata fields

    Each Analytics Dashboard displays when the Dashboard data was last loaded. This knowledge allows you to know how up-to-date the Dashboard content is.

    What's Next