Build Dashboards with ServiceDesk Plus Data in Dundas BI

The CData ODBC Driver for ServiceDesk Plus enables access to live data from ServiceDesk Plus under the ODBC standard, allowing you work with ServiceDesk Plus data in a wide variety of BI, reporting, and ETL tools and directly, using familiar SQL queries. This article shows how to connect to ServiceDesk Plus data as a generic ODBC Data Provider and create charts, reports, and dashboards based on ServiceDesk Plus data in Dundas BI.

Connect to ServiceDesk Plus Data

1. If you have not already done so, provide values for the required connection properties in the data source name (DSN). You can configure the DSN using the built-in Microsoft ODBC Data Source Administrator. This is also the last step of the driver installation. See the "Getting Started" chapter in the Help documentation for a guide to using the Microsoft ODBC Data Source Administrator to create and configure a DSN.
   
   

   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;
   

   When you configure the DSN, you may also want to set the Max Rows connection property. This will limit the number of rows returned, which is especially helpful for improving performance when designing reports and visualizations.

2. Open the Dundas BI interface, open the menu, and click New Data Connector.
3. Configure the Dundas BI Data Connector:
   • Name the Data Connector.
   • Select "ODBC generic" as the Data Provider.
   • Check the "Use System DSN" checkbox.
   • Select the appropriate System DSN.
   

Add ServiceDesk Plus Data to a Dashboard

You are now ready to create a dashboard with ServiceDesk Plus data.

1. Navigate to the Home page.
2. Click Explore Data.

3. Expand the appropriate Data Connector.
4. Drag the relevant data from the Connector to the panel.
   • You can select an entire "table" to add, but you may need to remove Measures/Rows from the Metric Set to build an appropriate visualization. Alternatively, you can select only the fields you wish to include in the visualization.
   • With the fields selected, you can add any filters or conditions on the Measures and Rows, further customizing the visualization.

5. Click Re-visualize from the menu bar and select the appropriate visualization for the data.

6. Click Add To New Dashboard to add the visualization to a new dashboard.

7. Configure the dashboard, creating dynamic visualizations of ServiceDesk Plus data.