Advanced Analytic Add-on for ManageEngine Service Desk

    SupportCenter Plus

    Introduction

    The Zoho Reports Advanced Analytics Add-on for ManageEngine SupportCenter Plus enables you to easily analyze your SupportCenter Plus (SCP) data. Its intuitive drag-and-drop interface allows you to quickly create insightful reports and dashboards. ITIL/ITSM managers can 'slice and dice' their service desk data the way they want, analyze key service metrics and take informed business decisions to optimize their business operation.

    General

    1. What is Zoho Reports?
    2. What is the Zoho Reports Advanced Analytics/Reporting add-on for SCP and how does it work?
    3. Who can setup/subscribe to this Zoho Reports add-on?
    4. What do I get / What is the value add I get, when I subscribe to this add-on?
    5. How does the Zoho Reports add-on for SCP work?
    6. What are the default reports & dashboards created by Zoho Reports, on setting up this add-on?
    7. How secure is Zoho Reports to store my SCP Data?
    8. Will sensitive information from SCP uploaded into Zoho Reports?

    Pricing

    1. How much does this add-on cost?
    2. Do you provide trial evaluation for this add-on?
    3. What do you mean by 'Users' in the (add-on) pricing plan?
    4. What do you mean by 'Rows' and how is it calculated in the pricing plan?
    5. How do I purchase a paid plan in Zoho Reports?

    Setup

    1. How do I setup the Zoho Reports Add-on in my SCP account?
    2. I have setup the Advanced Analytics add-on but not seeing my SCP data in my Zoho Reports account. What's happening? [or] How long should I wait for my SCP data to initially appear in Zoho Reports?
    3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?
    4. What are the default fields that will be synchronized in Zoho Reports reporting database?
    5. Can I add custom columns or new fields?
    6. Can I edit the SCP-Zoho Reports synchronization setting?
    7. Can I synchronize the SCP-Zoho Reports data instantly?
    8. How do I access the reports created in Zoho Reports?
    9. How to create my own reports with this add-on?
    10. Who has access to the reports I create?
    11. What are the modules in SCP on which I could create reports using this add-on?
    12. Will other modules in SCP be supported, for report creation through this add-on & When?
    13. On whose account will the Zoho Reports add-on be setup?
    14. Can I transfer my Zoho Reports add-on to another admin account?

    Reporting Features

    1. What are the report types supported by Zoho Reports?
    2. What are the default reports & dashboards created by Zoho Reports, on setting up this add-on?
    3. Can I modify the default reports that have been created by the Zoho Reports add-on? If so, how?
    4. How do I create reports using Zoho Reports with this add-on? [or] What are the reports that I can possibly make using this add-on?
    5. How do I create reports using fields/columns across different tables (example Requests & Tasks etc)?
    6. What are 'Formulas' in reports?
    7. What are the default formulas added by Zoho Reports, on setting up this add-on?
    8. How do I create my own custom formulas in Zoho Reports?
    9. Can I add/modify SCP data from within Zoho Reports?
    10. Can I add new columns to the SCP tables data in Zoho Reports?
    11. Can I add new data tables in this reporting database to create reports & dashboards?
    12. Can I combine data from other sources with the data from SCP to create reports and dashboards?

    13. What are Query Tables?
    14. Can I join data from multiple tables to create reports?
    15. How do I generate a bookmark URL or permalink for a report or dashboard?

    Users, Sharing & Collaboration

    1. How do I share the reports in Zoho Reports with my colleagues?
    2. Why are other members in my organization not able to access the reports created?
    3. How can other members in my organization create reports?
    4. What are the user roles available in Zoho Reports?
    5. Why can't other users edit the reports that I have shared to them?
    6. Can I share the same report created to multiple users with different criteria associated, so that they see different data?
    7. How can I print the reports & dashboards created in Zoho Reports?
    8. How can I email reports & dashboards created in Zoho Reports in a scheduled manner?
    9. Into what file formats can I export the reports & dashboards created in Zoho Reports and how?
    10. How do I embed my reports in my intranet, blog or presentation?

    Help & Support

    1. How do I get technical support on Zoho Reports add-on?
    2. Can I have someone from Zoho do a demo of this add-on for me?

    General

    1. What is Zoho Reports?

    Zoho Reports is an on-demand reporting and business intelligence solution that helps you get new insights on your business information through its powerful and flexible online business intelligence engine. You get powerful reports in minutes, with no IT help. It offers the following important capabilities.

    • Complete Online Reporting & Business Intelligence service accessible anytime and anywhere!
    • Easy to adopt 'Spreadsheet-like' interface for data analysis and report creation.
    • Powerful drag & drop based reporting features for quick report creation and publishing.
    • Visual Analysis capability for in-depth analysis and to slice & dice your data.
    • Supports Dashboards, Charts, Pivot Tables, Summary and simple Tabular reports.
    • Supports data import from variety of file formats including Excel, Open Office, CSV, TSV, HTML, XML and JSON. Data can also be imported from Cloud Storage/Drives (Google Drive, Zoho Docs, Dropbox, Box and OneDrive) and Web URLs. Also supports periodic scheduling of import.
    • Push data from traditional in-house applications, SQL  & NoSQL databases with batch tools or API (application programming interface).
    • Integrated with ManageEngine SupportCenter Plus (SCP) and ServiceDesk Plus (SDP)  to provide advanced analytics on data collected from SCP and SDP. Similar integrations available for popular business applications like Zoho CRM, Salesforce, Zoho Projects, Zoho Recruit, Zoho BugTracker etc.
    • Supports reports creation by joining data across related data sets. 
    • SQL (Structured Query Language) driven querying is also supported for powerful report creation. 
    • Real-time collaboration by sharing data, reports & dashboards in read or read-write modes with your colleagues. You could also notify reports via email.
    • Email, Export and Print Reports in variety of formats. You can also setup scheduled emailing of reports. 
    • Embed reports within your Websites, Web Applications and Blogs
    • Highly secure through user login with support for HTTPS (SSL connection). All your data and reports are hosted in highly secure datacenters.
    • Web APIs (HTTP based & Zoho CloudSQL) to tightly integrate and interact with your business applications
    • Zero maintenance cost & low cost

    Also check out the Video on Zoho Reports Overview

    2. What is the Zoho Reports Advanced Analytics add-on for ManageEngine SupportCenter Plus (SCP) and how does it work?

    The Zoho Reports Advanced Analytics add-on for SCP brings in all the capabilities of Zoho Reports described above, to SCP. It comes with the following features/benefits.

    • A full-featured business intelligence (BI) and reporting tool that can slice & dice your SCP data to create any report/dashboard you require
    • Pre-packaged set of 80+ reports and dashboards that anyone using SCP will find great value in
    • Create your own reports and dashboards based on not only your SCP data but also from any other data source (eg., Excel spreadsheets etc) that you would wish to combine with your SCP data
    • Drag & Drop based reporting & analysis that could be used by any business user. No technical knowledge required. No Scripting/Querying required.  
    • Collaboratively work with your colleagues when creating new reports/dashboards on your SCP data. Easily share & embed the reports you create. 
    • Schedule and email your reports whenever your want
    • Export your reports as PDF, Excel, CSV, JPG etc files to your desktop and print them for offline consumption

    3. Who can setup/subscribe to the Zoho Reports add-on?

    Customers using any edition of SCP can set up this add-on. Also, you can choose any of the available plans in Zoho Reports, including the Free plan.

    This add-on can be set up in SupportCenter Plus 9.0 build #9028 and above. SCP customers on builds prior to this have to migrate to 9028 by installing the requiredservice pack(s).

    For configuring this add-on in your SCP account, you should be the SCP administrator.

    4. What do I get / What is the value add I get, when I set up/subscribe to this add-on?

    As a SCP user, subscribing to this add-on brings you immense benefits. You get to look at your data in SCP in ways you haven't looked at before. Using this Zoho Reports add-on enables you to do powerful analysis of your SCP data and create insightful reports & dashboards. Like say constructing requests flow  distribution, measure SLA compliance, knowing your requests closing rate, knowing your Top 5 / Bottom 5 technician, predicting how your support load in different regions is going to be in the following months and quarters, and do much more.

    Zoho Reports' drag-and-drop based reporting is so easy to use that you could create any report or dashboard on your SCP data with basic technical knowledge and share them to your colleagues. No Scripting or Querying required. 

    5. How does the Zoho Reports add-on for SCP work?

    The Zoho Reports Advanced Analytics Add-on for SCP works as below.

    • The SCP 'Administrator' chooses to configure the Zoho Reports add-on from the 'Admin' tab of SCP.
    • The SCP Administrator creates an account in Zoho Reports.
    • The SCP administrator maps the Zoho Reports account in SCP (through the Zoho email address and the Zoho AT key), and initializes the sync process
    • The data from SCP will be imported into his/her corresponding Zoho Reports account automatically. Depending on the amount of data in SCP, the initial import can take a few minutes to a few hours
    • Then on, the data will be continuously synched between SCP & Zoho Reports, at times that the administrator has configured.
    • Along with the data from SCP, 80+ insightful & hand-picked reports and dashboards are provided by default
    • The SCP administrator can share the reports to other SCP users.
    • New ad hoc reports can be created by the users of the add-on.
    • Refer to this slide show to know more about how to setup the Zoho Reports add-on.

    6. What are the default reports & dashboards created by Zoho Reports, on setting up this add-on?

    When you setup/configure the Zoho Reports add-on, 80+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your SCP data effectively. For example, SLA reports, technician reports etc.

    You can quickly review the default reports that would be created from the sample reporting database listed below:
    https://reports.zoho.com/ZDBDataSheetView.cc?DBID=779360000002755434

    For more details about the reports supported for Zoho Reports Advanced Analytics Add-on for SCP, refer to Reporting Features section.

    7. How secure is Zoho Reports to store my SCP Data?

    In Zoho we give utmost importance to ensure our customers' data is both SAFE and SECURE. We have very stringent processes and systems in place to ensure the same. To know more about this, we recommend you to go through the following policy documents:

    Zoho Security Practices & Policies: http://www.zoho.com/security.html
    Zoho Security Practices An Overview: http://blogs.zoho.com/general/security-practices
    Zoho Privacy Policy: http://www.zoho.com/privacy.html
    Zoho Terms of Service: http://www.zoho.com/terms.html


    In case you have any further questions or concerns, please write to us at support@zohoreports.com

    8. Will sensitive information from SCP uploaded into Zoho Reports?

    Only the data that is required for analysis is uploaded from SCP to Zoho Reports. For example, the mail content of the request/ticket is NOT uploaded. To know what data is uploaded from SCP, refer to the Default fields synchronized from SCP to Zoho Reports question.

    Pricing & Trial

    1. How much does this add-on cost?

    To use the Zoho Reports Advanced Analytics Add-on for SCP, you can choose any of the available plans in Zoho Reports, including the Free Plan  (Refer to the Zoho Reports pricing page). This add-on can be setup in all editions of SCP. You can subscribe to any plans in Zoho Reports as follows (after you setup the add-on):

    1. Log in to your SCP account as an 'administrator'
    2. Click the 'Reports' tab of SCP and click the Zoho Reports link at the top. You will be taken to your Zoho Reports account in a new browser tab.
    3. Click the Subscription link at the top right.
    4. In the Upgrade tab/page, choose the plan you want to subscribe to in Zoho Reports. 

    Note 1: Ensure that you subscribe to the Zoho Reports paid plan, only from the account of the administrator, whose email / Zoho AT key is used to setup the SCP - Zoho Reports Add-on.

    Note 2: In case you want to subscribe to Zoho Reports through a purchase order, please mail sales@manageengine.com. The add-on is also available in the ManageEngine SupportCenter Plus store.

    2. Do you provide trial evaluation for this add-on?

    Yes, we do provide a 30-day free trial for this add-on from the date of setup. The free trial will enable you to try the add-on in the "Standard" plan of Zoho Reports (Refer to the Zoho Reports pricing page). You can continue to use the add-on even after the trial period, in the "Free" plan of Zoho Reports. 

    3. What do you mean by 'Users' in the (add-on) pricing plan?

    Anyone to whom you privately share your databases, tables (data), reports and dashboards, created in Zoho Reports, for collaboration is considered a "User" in Zoho Reports. A user is identified by his/her unique email address, with which their Zoho Reports account was created/registered.

    Suppose you subscribe to the Zoho Reports Standard plan, you can privately share the data/reports in your account and collaborate with 4 other persons. Now your Zoho Reports account is said to have 5 users (including yourself).

    4. What do you mean by 'Rows' and how is it calculated in the pricing plan?

    In Zoho Reports, a row or record is defined in the same context as in a database (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data and has the same structure. For example, in a table that represents "Requests", each row would represent a single request record. The number of rows calculated for pricing, is the sum of all rows/records stored across all your database tables in your Zoho Reports account.

    5. How do I purchase a paid plan in Zoho Reports?

    The Zoho Reports add-on is available for the users of all editions of SCP. This add-on can be setup in all editions of Zoho Reports including the Free plan. In case you would like to subscribe to any of the paid plans in Zoho Reports, please follow the below steps:

    1. Log in to SCP as the administrator.
    2. Click 'Reports' -> 'Zoho Reports'. You will be taken to your Zoho Reports account in a new browser tab. You need to log into Zoho Reports, if you are not logged already. .
    3. Click the Subscription link at the top right.
    4. In the Upgrade tab/page, choose Standard Edition or above and subscribe.

    Note 1: Ensure that you subscribe to the Zoho Reports paid plan only from the Zoho account of the administrator who set up the SCP Analytics Add-on.

    Note 2: In case you want to subscribe to Zoho Reports through a purchase order, please mail sales@manageengine.com. The add-on is also available in the ManageEngine SupportCenter Plus store.

    Setup

    1. How do I setup the Zoho Reports Add-on in my SCP account?

    Setting up the Zoho Reports add-on is easy. Please follow the below steps:

    1. Login to SCP as administrator. (Zoho Reports add-on can be setup in all editions of SCP)
    2. Configure the Zoho Reports add-on trial by clicking 'Admin' -> 'Zoho Reports Integration'
    3. Sign up for a Zoho Reports account using the 'Sign Up' link provided. This will setup a free 30-day trial account in Zoho Reports Standard edition.
    4. Confirm your Zoho account by clicking the confirmation link received via email from Zoho
    5. Get the Zoho AT key (Authtoken) by visiting this page.
    6. Use the email address of the Zoho Reports account and the Zoho AT key, to configure the SCP - Zoho Reports setup. 

    Note: This add-on can be set up in SupportCenter Plus 9.0 build #9028 and above. SCP customers on builds prior to this have to migrate to 9028 by installing the requiredservice pack(s).

    You will be configured for a 30-day free trial of Zoho Reports Standard edition. You will receive an email after the first batch of data from SCP gets imported into Zoho Reports. Once this initial data from SCP gets imported into Zoho Reports, subsequent changes made in SCP will automatically get synchronized into Zoho Reports at the scheduled synchronization time.

    Refer to the below slide show for setting up the add-on, with step-by-step instructions.

    By default when you setup/configure this add-on (as described above), your Zoho Reports account will be automatically setup & subscribed to a 30-day free trial of the Standard plan, to enable you evaluate the integration features. After the trial period is over, you can choose to upgrade your Zoho Reports account to a paid plan or use this integration add-on in the 'Free" plan of Zoho Reports. You can subscribe to any paid plan as follows:

    1. Click the 'Reports' tab of SCP and click the Zoho Reports button at the top. You will be taken to your Zoho Reports account in a new browser tab.
    2. Click on Subscription link at the top right.
    3. In the Upgrade tab/page, choose the appropriate plan and subscribe.

    2. I have setup the Advanced Analytics add-on but not seeing my SCP data in my Zoho Reports account. What's happening? [or] How long should I wait for my SCP data to initially appear in Zoho Reports?

    After configuring the Advanced Analytics in your SCP account, wait for at least a couple of hours for all your SCP data to be imported into Zoho Reports. You will receive an email when the import/sync is complete and is ready for creating reports over the same.

    Once the initial data synchronization is done, subsequent changes you make to your data in SCP (add, modify, delete records) will automatically be synchronized into Zoho Reports at the scheduled times you have specified during setup.

    3. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

    The import/sync process of your SCP data can fail sometimes, due to a variety of reasons. And hence you may receive such mails occasionally. No worries. Please mail to the SupportCenter Plus's support team (SupportCenterplus-support@manageengine.com). They will look into it immediately and get back to you taking the required corrective action.

    Setup Process Failedmail will come when there is a failure during the initial SCP - Zoho Reports add-on setup.

    Synchronization Failed mail will come if there is any failure during the data synchronization process between  SCP and Zoho Reports, after the initial setup & import is completed successfully.

    4. What are the default fields that will be synchronized from SCP into Zoho Reports Reporting Database?

    SCP data from the following fields will be synchronized by default into Zoho Reports. 

    SCP Module Fields (Columns)
    Request RequestID
    Subject
    Requester
    Technician
    Created Time
    DueBy Time
    Site
    Request Type
    Department
    Group
    Priority
    Level
    Workstation
    Mode
    SLA
    Impact
    Urgency
    Assigned Time
    Responded Time
    Resolved Time
    Completed Time
    Category
    Service Category
    Overdue Status
    IsEscalated
    ReOpened
    Request Pending Status
    Service Request
    Last Updated Time
    Tasks TaskID
    RequestID
    Title
    Percentage of Completion
    Created Date
    Scheduled Start Time
    Scheduled End Time
    Actual Start Time
    Actual End Time
    Additional Cost
    Module
    Site
    Created By
    Owner
    Prioirity
    Task Status
    Task Type
    Group
    WorkLog ChargeID
    RequestID
    Description
    Created Time
    Starttime
    Endtime
    Executed By
    Total Charge
    Other Charge
    Tech Charge
    Created By

    5. Can I add custom columns or new fields?

    No, you can't add custom columns or new fields to the SCP database tables in Zoho Reports, as of now. We plan to support custom fields/columns in a future update.

    6. Can I edit the SCP - Zoho Reports synchronization setting?

    Yes, you can edit the synchronization setting by following the steps below:

    1. Login to SCP as Administrator.
    2. Click Admin > Zoho Reports Integration
    3. Modify the Initial/Additional Setup settings as required, and then click Save

    7. Can I synchronize the SCP - Zoho Reports data instantly?

    Yes, you can synchronize the SCP - Zoho Reports data instantly when needed. You can do this as follow.

    1. Login to SCP as Administrator.
    2. Click Admin tab >  Zoho Reports Integration
    3. Click Instant Sync link. SCP data will be instantly synchronized.

    Note: This option can be used up to 7 times per day.

    8. How do I access the reports created in Zoho Reports?

    Once the initial data import/synchronization between SCP and Zoho Reports is completed successfully, you can start accessing the reports created in Zoho Reports and also create your own reports & dashboards, as described below.

    If you are the SCP administrator who configured the Zoho Reports add-on,

    1. Click Reports tab > Zoho Reports
    2. Zoho Reports, with 'ME SupportCenter Plus Analytics' reporting database will open in a new browser tab. You will be prompted for login, incase you are not already logged into Zoho Reports. 
    3. This reporting database has all your SCP data and the default reports & dashboards.

    SCP users with permission to view the Reports tab, can see the Zoho Reports button in the Reports tab. Oher than this, your SCP administrator has to enable sharing to your account in the Zoho Reports add-on. (Refer How to Share Reports & Dashboards question).

    Refer How to Share Reports & Dashboards to know about how to share reports and dashboards to other users in this add-on.

    9. How do I create my own reports with this add-on?

    You can easily create your own reports using the Zoho Reports add-on by dragging and dropping the appropriate columns from the data tables (that contain SCP data) that have been shared with you. You can refer to the below presentation to know how to create your own reports & dashboards using Zoho Reports.

    Also refer to the following video demos:

    Note: For creating your own reports using this add-on, you can do it only if your administrator who has setup this add-on, has shared the tables (that contains the SCP data) in Zoho Reports to your account. Refer How to Share Reports & Dashboards question.

    10. Who has access to the reports I create?

    By default, the reports you create are accessible only to you. However, you can share the reports with your colleagues using the Sharing options available in Zoho Reports. Refer to the How to Share Reports & Dashboards question.

    11. What are the modules on which I could create reports using this add-on?

    Data from the following 3 modules of SCP get synced with Zoho Reports.

    • Request
    • Tasks
    • WorkLog

    Each of the above modules data is stored as a 'Table' in Zoho Reports. Default reports are based out of the above 3 modules (tables). You can create your own reports & dashboards over the above modules.

    We plan to support synchronization from other SCP data (like survey data, custom fields etc) too in the near future.

    12. Will other data from SCP be supported, for report creation through this add-on. When?

    We plan to support synchronization of more SCP data (like survey data, custom fields etc)  in the near future. Support for other data will also be prioritized based on user demand.

    13. On whose account will the Zoho Reports add-on be setup?

    It will be setup in the Zoho Reports account that the SCP Administrator creates and uses as part of the setup process of this add-on. It is this account which will serve as the master admin account of Zoho Reports.

    14. Can I transfer my Zoho Reports Advanced Analytics setup to another admin account?

    At present, we do not provide this option. Please do mail to support@zohoreports.com. We will understand your needs and assist you on this. 

    Reporting Features

    1. What are the report types supported by Zoho Reports?

    Zoho Reports supports a wide variety of reports.

    • Charts
      • Pie
      • Bar
      • Stacked bar
      • Line
      • Scatter
      • Area
      • Stacked Area
      • Web
      • Funnel
      • Doughnut
      • Combination Chart
    • Pivot tables (Matrix Views)
    • Summary view
    • Tabular view
    • Dashboards (multiple reports arranged in the same page)

    2. What are the default reports & dashboards created by Zoho Reports, on setting up this add-on?

    When you setup/configure the Zoho Reports add-on, 80+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your service desk performance effectively. For example, SLA compliance reports, Top 5 / Bottom technician report, Requests flow trend, Average Response time, Requests Closing Rate etc.

    You can quickly review the default reports that would be created, from the sample database listed below:
    https://reports.zoho.com/ZDBDataSheetView.cc?DBID=779360000002755434

    For more details about the reports supported for Zoho Reports Advanced Analytics Add-on for SCP, refer to Reporting Features section.

    3. Can I modify the default reports that have been created by the Zoho Reports add-on? If so, how?

    Yes, you can modify the default reports. If you are the SCP administrator who set up the Zoho Reports add-on, or a 'Database Owner' (Refer Managing Users in Zoho Reports), click the 'Edit Design' button in a report's toolbar and you will be able to make the changes.

    If you are just a user who's been shared the report, click 'Save' -> 'Save As' and save the report as a new report. You can edit this copied report now.

    4. How do I create reports using Zoho Reports with this add-on? [or] What are the reports that I can possibly make using this add-on?

    You can create any type of report with this Zoho Reports add-on. All you have to do is open the appropriate module table(s) over which a report is to be created, click 'New' and choose any type of report you would want to create.

    Use the intuitive drag-and-drop based designer of Zoho Reports to create the report required. To know more, view this slide show on "How to Create Reports?". You can also quickly view the type of reports & dashboards that are created by default, from the sample given below.

    https://reports.zoho.com/ZDBDataSheetView.cc?DBID=779360000002755434

    5. How to create reports using fields/columns across different tables (example Request & Tasks)?

    Columns from across different tables can be dragged and dropped to create a report. Refer this slide show on How to Create Reports?

    6. What are Formulas in Zoho Reports?

    Formulas, as the name indicates are calculations (metrics) that you could define in Zoho Reports to help you create the required reports. Zoho Reports provides a powerful formula engine to create any type of calculations required, to enable creating the required reports. You can create formulas as easy as you would create a formula in a Spreadsheet like Excel.  Refer Adding Formulas in Zoho Reports to know more.

    7. What are the default formulas added in the 'ME SupportCenter Plus Analytics' database, on setting up this add-on?

    The below table lists all the default formulas that will be created in the 'ME SupportCenter Plus Analytics' database by default. You will find these formulas pretty useful, in creating reports & dashboards in Zoho Reports. Also these formulas are used in the reports created by default in your database. You can view them by selecting the corresponding table and click "Add -> Edit Formulas" in the toolbar.

    The below table lists all the default formulas that are created in the WorkLog table:

    Formula Name Formula Type Formula Description
    Time Spent in Hrs Custom "Time Spent" / (1000 * 60 * 60) Provides the time spent on a request (work item) in hours.

    The below table lists all the default formulas that are be created in the Request table:

    Formula Name Formula Type Formula Description
    Time Elapsed in Hrs Custom "Time Elapsed"/(1000 * 60*60) Time elapsed in hours for closed and resolved requests, as given by SCP. This excludes holidays, weekends etc.
    Time to Respond in Hrs Custom if(isnull("Responded Time") = 0 , (unix_timestamp("Responded Time")-unix_timestamp("Created Time"))/ (60 * 60 ),NULL) Total time taken in hours to respond since the ticket got created.
    Completion Age Tier Custom if(isnull("Time Elapsed in Hrs"),'Not Resolved',
    if("Time Elapsed in Hrs" <= 2 , '0 - 2 Hours',
    if("Time Elapsed in Hrs" > 2 and "Time Elapsed in Hrs" <= 5, '2 - 5 Hours',
    if("Time Elapsed in Hrs" > 5
    and "Time Elapsed in Hrs" <= 10, '5 - 10 Hours','Above 10 Hours'))))
    Different age tiers, of when requests get closed/resolved.
    Days Since Last Change Custom if(isnull("Last Updated Time")=0,datediff(now(),
    "Last Updated Time"),datediff(now(),"Created Time"))
    The number of days between when a request got last updated and now.
    Last Activity Request Age Tier Custom     if( "Days Since Last Change">=0 and "Days Since Last Change" <=30  , '0 - 30 Days',
    if( "Days Since Last Change">30 and "Days Since Last Change" <=45 , '31 - 45 Days',
    if( "Days Since Last Change">45 and "Days Since Last Change" <=60 , '46 - 60 Days',
    if("Days Since Last Change">60, 'Over 60 Days','Invalid Age'))))
    Different age tiers, of when requests were last updated.
    Days Since Created Custom datediff(curdate(),"Created Time") The number of days between now (today) and the date when the request got created
    Open Request Age Tier Custom if( "Days Since Created">=0
    and "Days Since Created" <=30  , ' 0 - 30 Days',
    if( "Days Since Created">30 and "Days Since Created" <=45 , '31 - 45 Days',
    if( "Days Since Created">45 and "Days Since Created" <=60 , '46 - 60 Days',
    if("Days Since Created">60, 'Over 60 Days','Invalid Age'))))
    Different age tiers (in number of days), for open requests
    Open Request Count Aggregate countif("Request"."Request Status"='Open') The total number of all requests whose status is 'Open'
    Closed Requests Count Aggregate countif("Request"."Request Pending Status"=0) The total number of all requests whose 'Request Pending Status' is 0 (a 'Request Pending Status' of 0 means it's a closed request)
    Backlog Requests Count Aggregate countif("Request"."Request Pending Status"=1) The total number of all requests whose 'Request Pending Status' is 1 (a 'Request Pending Status' of 1 means it's a backlog request - the request is still pending)
    Requests Within SLA Aggregate countif("Request"."Overdue Status"=0) The total number of all requests whose 'Overdue Status' is 0 (an 'Overdue Status' of 0 means the request falls within the SLA)
    % of Requests within SLA Aggregate ("Request"."Requests within SLA"/count("Request"."RequestID"))*100 The % of requests which fall within the SLA.
    SLA Violated Requests Aggregate countif("Request"."Overdue Status"=1) The total number of all requests whose 'Overdue Status' is 1 (an 'Overdue Status' of 1 means the request has violated the SLA)
    % of SLA Violated Aggregate ("Request"."SLA Violated Requests"/count("Request"."RequestID"))*100 The % of requests which violated the SLA.
    Requests within SLA - Closed Requests Aggregate countif("Request"."Request Pending Status"=0 and "Request"."Overdue Status"=0) The total number of closed requests which fall within the SLA.
    SLA Requests Violated - Closed Requests Aggregate countif("Request"."Request Pending Status"=0 and "Request"."Overdue Status"=1) The total number of closed requests which violate the SLA.
    Escalated Requests Count  Aggregate countif("Request"."IsEscalated"=1) The total number of escalated requests (the requests whose 'IsEscalated' value is 1)
    % Escalated Requests             Aggregate ("Request"."Escalated Requests Count"/count("Request"."RequestID"))*100 The % of requests which got escalated.
    % Reopen Requests Aggregate (countif("Request"."ReOpened"=1)/
    countif("Request"."ReOpened"=1 or "Request"."Request Pending Status"=0))*100
    The % of requests which got reopened.
    Reopen Requests Count Aggregate countif("Request"."ReOpened"=1) The total number of requests that got reopened.

    8. How do I create my own custom formulas in Zoho Reports?

    Refer to the Adding Formulas in Zoho Reports help page.

    9. Can I add/modify data to the SCP tables from within Zoho Reports?

    No, you cannot. Data from SCP gets automatically synched into Zoho Reports in the 3 different tables. You cannot edit any of this data or add new data records from within Zoho Reports.

    10. Can I add new columns to the SCP tables from within Zoho Reports?

    No, you cannot add new columns. But you can add Formula Columns and Aggregate Formulas (i.e. calculated fields) to these tables to help you create powerful reports. Refer Adding Formulas in Zoho Reports to know more.

    11. Can I add new data tables in this reporting database to create reports & dashboards?

    Yes, you can add new data tables. Click New > New Table and you can add new tables to the existing SCP reporting database.

    With this feature, you can import new data or add them manually into your reporting database to analyze and create reports combining this with the SCP data. You can import data from files & feeds like Excel, HTML, CSV, JSON, XML, Google Drive, Zoho Docs, Dropbox, Box and Web URLs. You can also import data from Local SQL & NoSQL databases like Oracle, SQL Server, DB2, MySQL, PostgreSQL, MS Access, Hadoop, Cassandra etc,. The databases can also be in the cloud.

    Refer:

    12. Can I combine data from other sources with the data from SCP to create reports and dashboards?

    Yes, you can combine data from your other sources with your SCP data for analysis.
    To do this, you need to add/import a new data table into the SCP reporting database as explained in the previous question and then define a look-up to join it with the synchronized table from SCP. To know how to define a look-up column and auto-join tables for reporting, refer here.

    12. What are Query Tables?

    Zoho Reports allow you to pull the data required by writing standard SQL SELET Queries. This feature is called Query Tables. With Query Tables you can also combine data from different tables and create reports from the same. View this demo video to know about how to create Query Tables in Zoho Report.

    If you are just looking to join tables to create reports, you can use easy to use auto-join feature in Zoho Reports, instead of Query Tables. Refer to Joining Tables in Zoho Reports for detailed help on this.

     13. Can I join data from multiple tables to create reports?

    Yes, you can join data from multiple tables to create the reports. Refer to Joining Tables in Zoho Reports for detailed help on this.

     14. How do I generate a bookmark URL or permalink for a report or dashboard?

    Zoho Reports allows you to have a (semi-) private link for any report or dashboard. Click the Publish icon -> URL / Permalink for this view.

    To bookmark the URL for the report/dashboard, get the URL for the 'without login' option.

    The report link has a unique privatelink key as a part of it.

    You can bookmark the above URL for accessing the report/dashboard any time. 

    Note: If you want a more secure link, use the 'with login' option. This will ask for the users to log into their Zoho Reports account and will be accessible only if you had shared the report to them.

    To know more, refer to the Creating URL/Permalink to Views help doc page.

    Users, Sharing & Collaboration

    1. How do I share the reports in Zoho Reports with my colleagues?

    You can share the default reports provided in the Zoho Reports add-on and also the reports you create, with your organization employees/colleagues. Refer to Sharing and Collaboration help page for more.

    Once you privately share a report to your colleagues they will be able to access the same as you do, following the steps below:

    1. User logs in to SCP.
    2. Select the Reports tab > Zoho Reports.
    3. Clicking the link will open the ME SupportCenter Plus Analytics reporting database in a new browser tab. They will be prompted to log into their Zoho Reports account, incase they are not already logged-in.
    4. Users will be able access the reports & data shared to them.

    1. If you share the data tables in the SCP reporting database to users, they will be able to create their own reports over the same.
    2. If you add a user as a Database Owner in the SCP reporting database created in Zoho Reports (Refer Managing Users in Zoho Reports, to know how to add Database Owners), the user will be able access all the data & reports, create new reports and do any operation that you could do on the reporting database.

    2. Why are other members in my organization not able to access the reports created?

    When the  SCP Administrator configures the SCP - Zoho Reports add-on, the tables and reports will be available only to him/her, by default. The Administrator has to share the 'ME SupportCenter Plus Analytics' database with other members of the organization. Only then will the default reports be accessible by those members. 

    There could be a another case where say the Administrator has shared the database with other members in the organization. And the member creates his/her own reports. Those reports will be available only to him/her alone, unless he/she shares them with others.

    To know more, refer to Sharing and Collaboration help page.

    3. How can other members in my organization create reports?

    The SCP Administrator who setup the add-on should share the tables present in ME SupportCenter Plus Analytics database with other members of the organization. Once this is done, the shared users can create reports based on those tables.

    To know more, refer to Sharing and Collaboration help page.

    Note: If you add a user as a Database Owner in the SCP reporting database created in Zoho Reports (Refer Managing Users in Zoho Reports, to know how to add Database Owners), the user will be able access all the data & reports, create new reports and do any operation that you could do on the reporting database.

    4. What are the user roles available in Zoho Reports?

    Zoho Reports supports fine-grained access control. The following are are user roles that are supported in Zoho Reports:

    1. Administrator (Master Admin): The User account in Zoho Reports who had setup the add-on will be the administrator of the Zoho Reports account

    2. Database Owner: The Administrator can designate one or more users as Database Owners. A Database Owner has all permissions to add, delete, modify reports, table rows and even tables. A Database Owner can share the database tables/reports with other users. A Database Owner cannot delete or rename a database.

    3. User: A user has the least privilege in the hierarchy. He/She can access the reports, dashboards & tables which are shared to them by the Administrator/Database Owner.  Users can access the shared information only by log-in into his/her account in Zoho Reports. Unless the Administrator or a Database Owner shares a table with a User, the user cannot create any reports on his/her own. Also, an Administrator/Database Owner can decide to set specific permissions when sharing a report (Read Only, Export Data, View Underlying Data, Share with Others) or a table (Read Data, Export Data, Add/Delete/Modify Rows, Share View / Child Reports).

    Refer to Managing Users in Zoho Reports, to know more about different user roles in Zoho Reports. Also refer to Sharing and Collaboration help page.

    5. Why can't other users edit the reports that I have shared to them?

    This is the expected behavior. If the user being shared to is a database owner, he/she can edit the reports. If a normal user wants to edit report, what he/she can do is to use 'Save As' to save the report in a different name in his account. This report can then be edited.

    6. Can I share the same report created, to multiple users with different criteria associated so that they see different data?

    Yes, you can. Refer to this help documentation section to know how this can be done.

    7. How can I print the reports & dashboards created in Zoho Reports?

    To print a report/dashboard, please follow the below steps.

    1. Open the report or dashboard that you want to print.
    2. Click the 'Export' button.
    3. You will see options to save the report/dashboard in a variety of file formats like PDF, Excel, CSV, JPG etc.
    4. Choose the format you want and save the file to your desktop. For printing PDF is the recommended format.
    5. Open the file and print it.

    Note: If you are a user to whom a report has been shared and you want to take a print, ensure you have been provided the Export permission by the Administrator to the report, only then you will be able to print the report.

    8. How can I email reports & dashboards created in Zoho Reports in a scheduled manner?

    If you are the Administrator of the Zoho Reports add-on or a 'Database Owner', you can schedule reports and dashboards to be emailed automatically. You can do this is as follows:

    1. Select the Report/Dashboard to be emailed in Zoho Reports
    2. Select "Export > Email this View" from the toolbar.
    3. Follow the instructions in the screen and provide the required input to setup a email schedule.

    9. Into what file formats can I export the reports & dashboards created in Zoho Reports and how?

    Reports and dashboards can be exported in a variety of file formats.

    • Charts
      • CSV/Excel
      • PDF
      • HTML
      • PNG/JPEG
    • Pivot/Tabular views
      • CSV/Excel
      • PDF
      • HTML
    • Dashboards
      • PDF
      • HTML

    You can export a report/dashboard in Zoho Reports as follows.

    1. Select the Report/Dashboard to be exported in Zoho Reports.
    2. Select "Export > Export this View" from the toolbar.
    3. Follow the instructions in the screen and provide the required input to export the report(s) selected.

    10. How do I embed my reports in my website, intranet, blog or presentation?

    You can easily embed the reports & dashboards created in Zoho Reports in your website, intranet, web application or blog. Follow the steps below to achieve the same:

    • Select the report or dashboard that you would like to embed into your Website or Blog.
    • Select the "Publish -> Embed in Website/Blog.."option.
    • By default, when you embed the report into your website, intranet, web application or blog, it would prompt for users to log into Zoho Reports to view the embedded view. Also, users to whom you have shared the view (using the 'Share' option) would only be able to access the view embedded, on successful login.
    • If you would like the embedded view to be accessible by anyone without login, then click on the link To access this view/table without login, Click here...
    • Copy and paste the code snippet provided in the text area below into your webpage or blog html content to embed this view.

    On embedding, you will see the corresponding report within your web page, application or blog. Refer Embedding in Web Pages/Blogs to know more about this.

    Help & Support

    1. How do I get technical support on Zoho Reports add-on?

    Mail your questions to support@zohoreports.com. You can also call our toll free number +1 888 900 9646.

    2. Can I have someone from Zoho do a demo of this add-on to me?

    Yes, certainly. Register for a demo in this page.

     

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