Request an analytics service

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read

    • 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 All > 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 the 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 All > 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.

    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 All > System Applications > All Available Applications > All.
    2. Find the plugin using the filter criteria and search bar.

      You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

    3. Select Install to start the installation process.
      Note:
      When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.
      You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.