BI Analytics

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

Requirements

• SysAid Service Desk

• BI Analytics Access permission

• Email address defined in SysAid

The SysAid BI Analytics module enables you to uncover the potential of your Help Desk data using the Qlik Sense platform in your SysAid installation. The analysis you perform with this tool allows you to identify trends and outliers in your organization by asking pointed questions in a structured manner. You can focus in on important measurements relating to your SRs and admins, display data in predefined charts and graphs, and create dynamic presentations that show the data most relevant for you. This leads to meaningful and actionable conclusions about the state of your Help Desk.

This module is a Cloud-based solution.

It is also available in Hybrid mode for On-Premise installations (see below for more details). 

What you can do with BI Analytics

• Filter BI Data (learn more)

• Explore chart options (learn more)

• Create BI Data presentations (learn more)

How BI Analytics works

BI Analytics uses Single Sign On to log you in to the Qlik Dashboard.
Relevant information (only Service Record data displayed in BI Analytics) is taken from your SysAid installation, zipped, and encrypted on your SysAid server. That information is then automatically uploaded on a regular basis to the SysAid cloud and processed into the cloud-based BI Analytics module (powered by Qlik Sense).

BI Analytics is extracted from your production environment twice a day. This allows you to view and work with recently updated historical data without affecting your production Help Desk environment.

Because the BI Analytics module is connected to a cloud server, it is possible that your BI Analytics connection will timeout after a given length of inactivity. If this occurs, click Refresh to reconnect to the server, or refresh your browser.

Enable browser access to BI Analytics

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 Admins

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”.

Inside the BI Analytics Dashboard

Sheets

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

The "Currently Active SRs Overview" sheet functions as a dashboard for BI Analytics and automatically filters for active SRs. This sheet ignores all time-related filters as well as the Admin Group filter. Even if one of these filters is displayed in the filter bar at the top of the sheet, it is not applied to the data on this specific sheet. All other filters are applied to the data.

Use the Forward and Back arrows to navigate to the next or previous sheet. To jump to a specific sheet, click the sheet name to open a menu of all the sheets in your system.

For information on customizing a sheet or creating a new sheet, contact your account manager.

Charts

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  .

2. To exit full screen mode, click  .

Bookmarks

If select a set of filters that you think you may want to come back to, you can create a bookmark that automatically reproduces the filters on that sheet.

Create a bookmark

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

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  .

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

Edit bookmark properties

1. Click  .

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

3. Click  .

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

5. click  .

Delete a bookmark

1. Click  .

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

3. Click  .

4. Click  .

Metadata fields

SysAid displays certain metadata fields that tell you how updated the information is in BI Analytics.

• Date last loaded

• Last reload

• Published - The date when the current version of the BI Analytics application was released.

• Published to

• Last record load - The date that the most recent SysAid ticket was synced with the BI Analytics data