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ServiceInsight works alongside the DataSync application and the DataSync Agent. 

Leveraging the DataSync application, your

datas

data from your ServiceNow instance will be shared out to the Perspectium Integration Mesh

. The

, where the DataSync Agent will then read

the

this data

from the Integration Mesh

into a database. 

You have the option to either use your own database (see list supported database list below) and

a

your own self-hosted DataSync Agent, or a Perspectium-hosted option where the DataSync Agent and a cloud database (MariaDB) will be set up in the Perspectium Integration Mesh. Your integrated data will then be available to see in

Perspectium's

a supported analytics application. 


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Supported Analytics Application 

  • Tableau
Desktop License



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Supported Database 

  • MySQL
  • MSSQL
  • Postgres
  • Oracle





Prerequisites 

(warning) First, you will first need to install 2 Perspectium update sets to the Perspectium application into your ServiceNow instance  by installing update sets in the following order:

  1. Perspectium Core update set
  2. Perspectium ServiceInsight update set

Follow the link to Get Started with Install and Configure DataSync for ServiceNow. 

(warning) Then, you will need a supported database and an analytics application (Tableau) installed and connected to your database. 

To setup ServiceInsight to your ServiceNow instance, follow these configurations



Initial Setup

Upon the initial configurations for viewing your dashboards, you have two options:


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(info) NOTE: If you already have a DataSync Agent running in your local environment, follow Set up initial configurations for an existing queue. Otherwise, if you do not have a database setup or have a running DataSync Agent, follow Set up initial configurations with a new database. 

Option 1: Use your own database and your own self-hosted DataSync Agent

UI Expand
titleSet up initial configurations for an existing queue


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UI Steps
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Before you begin, make sure you have the following: 

(warning) Create a ServiceNow shared queue. 

(warning) Have the DataSync Agent running configured with the shared queue created above. 

UI Step

In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup. 

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UI Step

To select the setup type, click the Select a Setup Type dropdown and choose Use Existing Shared Queue. 

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UI Step

In the Select a Queue dropdown, select the queue that your Agent is currently configured to read records from. 


UI Step

Under the Dashboards section, you can select which dashboard you want to use for displaying your data. To read more about what each dashboard represent, go here. 

To select one or more dashboards, click the dashboard in the Available section. Then, click the right arrow to transfer the dashboard to the Selected section. 

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UI Step

Under the Share Options section, do the following:

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UI Step

Click the Frequency dropdown. Choose how often data should be shared from your ServiceNow instance for your selected dashboards, i.e. Hourly, Every 6 Hours, Every 12 Hours, Daily, On Demand. The value selected will be used to schedule bulk shares created as part of the ServiceInsight setup to run at the desired frequency.


UI Step

Click the Database Type dropdown and choose which database your Agent is configured to save records to. 




UI Step

Click Create Shares to finish your ServiceInsight setup.


UI Step

After clicking Create Shares, you will be directed to the Overview page. Download the Tableau workbook by clicking Download Tableau Workbook. 

Once the zip file is available to you, follow the steps in Set up Tableau Workbook.







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Option 2: Use a Perspectium-hosted option

(With this option, the DataSync Agent and a cloud database (MariaDB) will be set up in the Perspectium Integration Mesh)

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titleSet up initial configurations with a new database


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UI Steps
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UI Step

In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup. 

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UI Step

To select the setup type, click the Select a Setup Type dropdown and choose Register a new Database. 

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UI Step

Fill all the required fields under Account Information to register your Perspectium account. 

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UI Step

Under the Dashboards section, you can select which dashboard you want to use for displaying your data. To read more about what each dashboard represent, go here. 

To select one or more dashboards, click the dashboard in the Available section. Then, click the right arrow to transfer the dashboard to the Selected section. 

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UI Step

Under the Share Options section, click the Frequency dropdown.

Choose how often data should be shared from your ServiceNow instance for your selected dashboards, i.e. Hourly, Every 6 Hours, Every 12 Hours, Daily, On Demand. The value selected will be used to schedule bulk shares created as part of the ServiceInsight setup to run at the desired frequency.


UI Step

Check the agreement box if you agree to provide your account information to Perspectium for your connection to the Perspectium Integration Mesh.

Then, click Finish Setup to finish your ServiceInsight setup.


UI Step

After clicking Finish Setup, you will be directed to the Overview page. Download the Tableau workbook by clicking Download Tableau Workbook. 

Once the zip file is available to you, follow the steps in Set up Tableau Workbook.

(info) NOTE: You will also receive an email containing your Tableau workbook. 








View your Data in an Analytics Application


#e8ebff;(info) NOTE:
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titleSet up Tableau Workbook


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UI Steps
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UI Step

Open the Tableau workbook acquired from the previous step above.


UI Step

The following window will appear upon opening the workbook. 

Section


Column
width50%

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Column
width50%

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Depending on your Tableau version, you may see the second image right away. Otherwise, click the Edit Connection to access the configuration. 

Then, replace all fields with your credentials:

FieldDescription
Server

Hostname or IP address of the machine where your database is running

Database

Name of the database where the tables (i.e., incident, task_sla) are replicated to

Username / PasswordCredentials to login to the database



UI Step

Once you are logged in, you can start customizing the workbook.

Fields that are highlighted in blue and have a red asterisk indicate that they can be edited or changed. 

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In the Instance Name field, replace $REPLACE_INSTANCE with the instance name to access your instance through the ServiceNow links in the dashboard (i.e., dev12345). 







Additional Configurations

If you are using Oracle as your database,

additional configuration is needed.  Divboxstylebackground:white;

you will need to do the following:

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titleSet up ServiceInsight for Oracle


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Before you proceed, make sure you have the following: 

(warning) Acquire the databases.xml configuration file from Perspectium Support.

UI Steps
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UI Step

In Tableau, you will need to replace the tables in the Data Source tab. Select the schema the tables are in and drag the tables with their joint tables.

You should have the following: 

DashboardStandalone TablesJoined Tables
ITSMIncident

With incident and task_SLA, do the following: 

Left join with NUMBER and DV TASK

HRSn_hr_core_case

With sys_user and sn_hr_core_profile, do the following:

Left join with SYS_ID and USER

ITOM/ITAM

Cmdb_ci

With cmdb_ci and incident, do the following:

Inner join with SYS_ID + CMDB_CI

CSM

Sn_customer_service_case

Customer_account

With sn_customer_service_case and task_SLA, do the following:

Left join with NUMBER and DV TASK



UI Step

Move databases.xml into the Agent's conf folder i.e. <Perspectium

Move the databases.xml in the conf folder. (.../Perspectium

_Replicator_Agent_

Oracle

Installed_Directory>/conf

).

Then, in

the

databases.xml, you will need to change the following values in the <database_type>oracle</database_type> section:

Old ValueNew Value
NCLOBNVARCHAR2(2000)
BINARY_DOUBLENUMBER(15\,2)

Snippet of databases.xml:

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UI Step

Open the Tableau workbook acquired from the previous step above.

The following window will appear upon opening the workbook. 

UI Step
Section
Column
width50%

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Column
width50%

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Depending on your Tableau version, you may see the second image right away. Otherwise, click the Edit Connection to access the configuration. 

Then, replace all fields with your credentials:

FieldDescription
Server

Hostname or IP address of the machine where your database is running

Database

Name of the database where the tables (i.e., incident, task_sla) are replicated to

Username / PasswordCredentials to login to the database
UI Step

Once you are logged in, you can start customizing the workbook.

Fields that are highlighted in blue and red asterisks indicate that they can be edited or changed. 

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In the Instance Name field, replace $REPLACE_INSTANCE with the instance name to access your instance through the ServiceNow links in the dashboard (i.e., dev12345). 

In Tableau, you will need to replace the tables in the Data Source tab. Select the schema the tables are in and drag the tables with their joint tables.

You should have the following: 

Code Block
<database>
	<database_type>oracle</database_type>
	<datatypes>
		<mapping sn_type="4" db_type="-5">NUMBER(38)</mapping>
		<mapping sn_type="6" db_type="6">NUMBER(15\,2)</mapping>
		
		<mapping sn_type="16" db_type="-15">NCHAR(1)</mapping>

		<mapping sn_type="91" db_type="91">DATE</mapping>
		<mapping sn_type="93" db_type="93">TIMESTAMP</mapping>

		<mapping sn_type="12" db_type="-9">NVARCHAR2</mapping>	
		<mapping sn_type="2011" db_type="2011">NVARCHAR2(2000)</mapping>
	</datatypes>
	
	<can_alter_length/>
	<column_max_size>2000</column_max_size>NVARCHAR2(2000)</column_max_type>
	<column_max_sql_type>2011</column_max_sql_type>
	.
	.
	.
	
	<column_max_type>
UI Step
DashboardStandalone TablesJoined Tables
ITSMIncident

With incident and task_SLA, do the following: 

Left join with NUMBER and DV TASK

HRSn_hr_core_case

With sys_user and sn_hr_core_profile, do the following:

Left join with SYS_ID and USER

ITOM/ITAM

Cmdb_ci

With cmdb_ci and incident, do the following:

Inner join with SYS_ID + CMDB_CI

CSM

Sn_customer_service_case

Customer_account

With sn_customer_service_case and task_SLA, do the following:

Left join with NUMBER and DV TASK

UI Expand
titleSet up Tableau Workbook