BI Analytics is SysAid's Qlik Sense-powered analytics module, giving you deeper insight into your Service Desk's performance through interactive dashboards and charts. The BI Analytics Settings page controls exactly which Service Record fields BI Analytics can access, including your organization's custom fields. If a custom field that matters to your business isn't covered by the defaults below, mapping it here is what makes it available in your dashboards and reports.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, please see BI Analytics Settings.
To learn more about BI Analytics itself, see:
- BI Analytics (how the module works, permissions, and navigating sheets)
- Filter BI Data (filtering data within a sheet)
- BI Analytics Chart Options (customizing chart display)
- BI Analytics Presentation (snapshots and presentations)
Default fields
By default, BI Analytics draws data from the following standard Service Record fields:
| Category | Fields |
|---|---|
| Identification & Classification | Account ID, SR ID, Title, SR Type, SR Type Index, Category, Sub Category, Third Level Category, Classification, Status, Status Class, Sub Type |
| Assignment & People | Admin Group, Assigned To, Assigned Counter, Max Support Level, Request User, Submit User, Update User |
| Priority & Impact | Priority, Urgency, Impact, Escalation Level |
| Dates, Timers & Activity | Close Time, Due Date, Last Processing Time, Request Time, Reopen Counter, Time To Repair, Timer 1 to Timer 10, Total Activity Time |
| Organization & Location | Building, Company, Department, Location, Time Zone |
| Assets & Configuration Items | Asset Type, Main Asset Name, Main Asset Type, Main CI ID, Main CI Name, Main CI Type |
| Source, Survey & Other | Source, Satisfaction Survey Answer, Survey Status, Agreement, Archive, Closure Information, Email Account, Display Name, Username, Custom Columns |
Assigned To, Request User, Submit User, and Update User each also expose these related fields: Building, Custom Date 1, Custom Integer 1, Custom List 1, Department, Display Name, Location, Time Zone, and User Name.
For full field descriptions, see Service Record Fields.
Mapping custom fields
Beyond the standard Service Record fields above, BI Analytics also supports a set of custom field slots that you map yourself, per Entity:
| Entity | Target BI fields |
|---|---|
| Service Request | List 1, List 2, Date 1, Date 2, Int 1, Int 2, Float 1, Float 2 |
| User | List 1, Date 1, Int 1 |
When you map a Source Field to one of these Target BI Fields, that field becomes accessible to BI Analytics. By default, only the List fields are available (as "cust_list 1" and "cust_list 2"). To access additional fields, contact your account manager.
Changes made here take effect on new data collected by BI Analytics from the time you make the changes and onward. To apply new field mapping to historical data, contact SysAid Support.
To map a field to BI Analytics:
- Go to Settings > Tracking > Reporting > BI Analytics Settings.
- Locate the field in the Source Field column in the drop-down list corresponding to its field type.
- Select the field from the list.
- Click Save.
- Refresh your BI Analytics to view the updated field mapping.
