Analyze ServiceDesk Plus Data in R via ODBC

Access ServiceDesk Plus data with pure R script and standard SQL. You can use the CData ODBC Driver for ServiceDesk Plus and the RODBC package to work with remote ServiceDesk Plus data in R. By using the CData Driver, you are leveraging a driver written for industry-proven standards to access your data in the popular, open-source R language. This article shows how to use the driver to execute SQL queries to ServiceDesk Plus data and visualize ServiceDesk Plus data in R.

Install R

You can complement the driver's performance gains from multi-threading and managed code by running the multithreaded Microsoft R Open or by running R linked with the BLAS/LAPACK libraries. This article uses Microsoft R Open (MRO).

Connect to ServiceDesk Plus as an ODBC Data Source

Information for connecting to ServiceDesk Plus follows, along with different instructions for configuring a DSN in Windows and Linux environments.

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.

Windows

If you have not already, first specify connection properties in an ODBC DSN (data source name). This is the last step of the driver installation. You can use the Microsoft ODBC Data Source Administrator to create and configure ODBC DSNs.

Linux

If you are installing the CData ODBC Driver for ServiceDesk Plus in a Linux environment, the driver installation predefines a system DSN. You can modify the DSN by editing the system data sources file (/etc/odbc.ini) and defining the required connection properties.

/etc/odbc.ini

[CData API Source]
Driver = CData ODBC Driver for ServiceDesk Plus
Description = My Description
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

For specific information on using these configuration files, please refer to the help documentation (installed and found online).

Load the RODBC Package

To use the driver, download the RODBC package. In RStudio, click Tools -> Install Packages and enter RODBC in the Packages box.

After installing the RODBC package, the following line loads the package:

library(RODBC)

Note: This article uses RODBC version 1.3-12. Using Microsoft R Open, you can test with the same version, using the checkpoint capabilities of Microsoft's MRAN repository. The checkpoint command enables you to install packages from a snapshot of the CRAN repository, hosted on the MRAN repository. The snapshot taken Jan. 1, 2016 contains version 1.3-12.

library(checkpoint)
checkpoint("2016-01-01")

Connect to ServiceDesk Plus Data as an ODBC Data Source

You can connect to a DSN in R with the following line:

conn <- odbcConnect("CData API Source")

Schema Discovery

The driver models ServiceDesk Plus APIs as relational tables, views, and stored procedures. Use the following line to retrieve the list of tables:

sqlTables(conn)

Execute SQL Queries

Use the sqlQuery function to execute any SQL query supported by the ServiceDesk Plus API.

announcementcomments <- sqlQuery(conn, "SELECT ,  FROM AnnouncementComments WHERE AnnouncementId = '12345'", believeNRows=FALSE, rows_at_time=1)

You can view the results in a data viewer window with the following command:

View(announcementcomments)

Plot ServiceDesk Plus Data

You can now analyze ServiceDesk Plus data with any of the data visualization packages available in the CRAN repository. You can create simple bar plots with the built-in bar plot function:

par(las=2,ps=10,mar=c(5,15,4,2))
barplot(announcementcomments$, main="ServiceDesk Plus AnnouncementComments", names.arg = announcementcomments$, horiz=TRUE)