Build ServiceDesk Plus Visualizations in Tableau Desktop

Tableau is a visual analytics platform transforming the way businesses use data to solve problems. When paired with CData Connect AI, you get instant, cloud-to-cloud access to ServiceDesk Plus data for visualizations, dashboards, and more. This article shows how to connect to ServiceDesk Plus and build visualizations from ServiceDesk Plus data in Tableau.

CData Connect AI provides a pure SQL Server, cloud-to-cloud interface for ServiceDesk Plus, allowing you to easily build visualizations from live ServiceDesk Plus data in Tableau without installing connectors. As you build visualizations, Tableau generates SQL queries to gather data. Using optimized data processing out of the box, CData Connect AI pushes all supported SQL operations (filters, JOINs, etc) directly to ServiceDesk Plus, leveraging server-side processing to quickly return ServiceDesk Plus data.

Configure ServiceDesk Plus Connectivity for Tableau

Connectivity to ServiceDesk Plus from Tableau is made possible through CData Connect AI. To work with ServiceDesk Plus data from Tableau, we start by creating and configuring a ServiceDesk Plus connection.

1. Log into Connect AI, click Sources, and then click Add Connection

2. Select "ServiceDesk Plus" from the Add Connection panel

3. Enter the necessary authentication properties to connect to ServiceDesk Plus.

   Using OAuth Authentication

   ServiceDeskPlus uses Zoho OAuth 2.0 for secure authentication. To set up OAuth access:

   1. Register your application in the Zoho Developer Console at https://api-console.zoho.com
   2. Configure your redirect URI to match your application setup
   3. Note your Client ID and Client Secret from the application settings

   After setting the following connection properties, you are ready to connect:

   • AuthScheme: Set this to OAuth.
   • OAuthClientId: Set this to your Zoho application Client ID.
   • OAuthClientSecret: Set this to your Zoho application Client Secret.
   • Scope: Set this to the required ServiceDeskPlus permissions (default includes read access to requests, problems, assets, and projects).
   • Domain: Set this to your ServiceDeskPlus domain
   • Portal: Set this to your ServiceDeskPlus portal

   Example Connection String

   Profile=C:\profiles\ServiceDeskPlus.apip;ProfileSettings="Portal=itdesk;Domain=.in;Scope=SDPOnDemand.requests.READ SDPOnDemand.problems.READ SDPOnDemand.assets.READ SDPOnDemand.projects.READ";AuthScheme=OAuth;OAuthClientId=your_client_id;OAuthClientSecret=your_client_secret;
   

   
4. Click Save & Test
5. Navigate to the Permissions tab in the Add ServiceDesk Plus Connection page and update the User-based permissions.

Add a Personal Access Token

When connecting to Connect AI through the REST API, the OData API, or the Virtual SQL Server, a Personal Access Token (PAT) is used to authenticate the connection to Connect AI. It is best practice to create a separate PAT for each service to maintain granularity of access.

1. Click on the Gear icon () at the top right of the Connect AI app to open the settings page.
2. On the Settings page, go to the Access Tokens section and click Create PAT.
3. Give the PAT a name and click Create.
4. The personal access token is only visible at creation, so be sure to copy it and store it securely for future use.

With the connection configured and a PAT generated, you are ready to connect to ServiceDesk Plus data from Tableau.

Visualize Live ServiceDesk Plus Data in Tableau

To establish a connection from Tableau Desktop to the CData Connect AI Virtual SQL Server, follow these steps.

1. In Tableau Desktop, open a new book. Under To a Server, select More, then Microsoft SQL Server.
2. Enter your credentials:
   • Server: enter the Virtual SQL Server endpoint and port separated by a comma: tds.cdata.com,14333
   • Database: enter the Connection Name of the CData Connect AI data source you want to connect to (for example, API1).
   • Authentication: select Use a specific username and password.
   • Username: enter your CData Connect AI username. This is displayed in the top-right corner of the CData Connect AI interface. For example, [email protected].
   • Password: enter the PAT you previously generated.
   • Require SSL: leave this selected.
   
3. Click Sign In.
4. Select the Database (Connect AI connection) you wish to work with and opt for a Live or Extract Connection type.
5. Select the table(s) you wish to visualize. If you select multiple tables, define the relationship between the tables using the appropriate columns.
6. Select the fields to visualize.

Real-Time Access to ServiceDesk Plus Data from Data Applications

At this point, you have a direct, cloud-to-cloud connection to live ServiceDesk Plus data from your Tableau workbook. You can create new visualizations, build dashboards, and more. For more information on gaining live access to data from more than 100 SaaS, Big Data, and NoSQL sources from applications like Tableau, refer to our Connect AI page.