Version
Prerequisites
First, you will first need to install 2 Perspectium update sets to your ServiceNow instance in the following order:
1. Perspectium Core update set
2. Perspectium ServiceInsight
Follow the link to Get Started with DataSync for ServiceNow.
After the DataSync application is setup, you will need to create a ServiceNow shared queue.
Have the DataSync Agent running configured with the shared queue created above.
You will need Tableau Desktop installed.
Procedure
To setup ServiceInsight to your ServiceNow instance, follow these configurations:
Access Setup
In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup.
Select Setup Type
To select the setup type, click the Select a Setup Type dropdown and choose Use Existing Shared Queue.
Select queue
In the Select a Queue dropdown, select the queue that your Agent is currently configured to read records from.
Select dashboard
Under the Dashboard 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.
Configure share options
Under the Share Options section, do the following:
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.
Click the Database Type dropdown and choose which database your Agent is configured to save records to.
Create Shares
Click Create Shares to finish your ServiceInsight setup.
Getting Started
After clicking Create Shares, you will be directed to the Getting Started page. Click Continue to access the Group Share created from the setup.
Additionally, you can download Tableau workbooks in the links given under Getting Started.
Access workbook
Open the Tableau workbook acquired from the previous step: Getting started with ServiceInsight.
Configure authorization
The following window will appear upon opening the workbook.
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:
| Field | Description |
|---|---|
| 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 / Password | Credentials to login to the database |
Customize workbook
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.
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).
