ServiceDesk Plus Reporting in OBIEE with the ServiceDesk Plus JDBC Driver

The CData JDBC Driver for ServiceDesk Plus is a standard database driver that can integrate real-time access to ServiceDesk Plus data into your Java-based reporting server. This article shows how to deploy the driver to Oracle Business Intelligence Enterprise Edition (OBIEE) and create reports on ServiceDesk Plus data that reflect any changes.

Deploy the JDBC Driver

Follow the steps below to add the JDBC driver to WebLogic's classpath.

For WebLogic 12.2.1, simply place the driver JAR and .lic file into DOMAIN_HOME\lib; for example, ORACLE_HOME\user_projects\domains\MY_DOMAIN\lib. These files will be added to the server classpath at startup.

You can also manually add the driver to the classpath: This is required for earlier versions. Prepend the following to PRE_CLASSPATH in setDomainEnv.cmd (Windows) or setDomainEnv.sh (Unix). This script is located in the bin subfolder of the folder for that domain. For example: ORACLE_HOME\user_projects\domains\MY_DOMAIN\bin.

set PRE_CLASSPATH=your-installation-directory\lib\cdata.jdbc.api.jar;%PRE_CLASSPATH%

Restart all servers; for example, run the stop and start commands in DOMAIN_HOME\bitools\bin.

Create a JDBC Data Source for ServiceDesk Plus

After deploying the JDBC driver, you can create a JDBC data source from BI Publisher.

1. Log into BI Publisher, at the URL http://localhost:9502/analytics, for example, and click Administration -> Manage BI Publisher.
2. Click JDBC Connection -> Add Data Source.
3. Enter the following information:
   • Data Source Name: Enter the name that users will create connections to in their reports.
   • Driver Type: Select Other.
   • Database DriverClass: Enter the driver class, cdata.jdbc.api.APIDriver.
   • Connection String: Enter the JDBC URL.

     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;
     

     Built-in Connection String Designer

     For assistance in constructing the JDBC URL, use the connection string designer built into the ServiceDesk Plus JDBC Driver. Either double-click the JAR file or execute the jar file from the command-line.

     java -jar cdata.jdbc.api.jar
     

     Fill in the connection properties and copy the connection string to the clipboard.

     👁 Using the built-in connection string designer to generate a JDBC URL (Salesforce is shown.)
     

     When you configure the JDBC URL, 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.

     A typical JDBC URL is below:

     jdbc:api: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;

   • Username: Enter the username.
   • Password: Enter the password.
4. In the Security section, select the allowed user roles. 👁 The required settings for a JDBC data source. (Salesforce is shown.)
   

Create Real-Time ServiceDesk Plus Reports

You can now create reports and analyses based on real-time ServiceDesk Plus data. Follow the steps below to use the standard report wizard to create an interactive report that reflects any changes to ServiceDesk Plus data.

1. On the global header, click New -> Data Model.
2. On the Diagram tab, select SQL query in the menu.
3. Enter a name for the query and in the Data Source menu select the ServiceDesk Plus JDBC data source you created.
4. Select standard SQL and enter a query like the following:

   SELECT , FROM AnnouncementComments WHERE AnnouncementId = '12345'

   👁 The SQL query to be used to create the data set for the report's data model. (Salesforce is shown.)
   
5. Click View Data to generate the sample data to be used as you build your report.
6. Select the number of rows to include in the sample data, click View, and then click Save As Sample Data.
7. Click Create Report -> Use Data Model.
8. Select Guide Me and on the Select Layout page select the report objects you want to include. In this example we select Chart and Table.
9. Drop a numeric column like onto the Drop Value Here box on the y-axis. Drop a dimension column like onto the Drop Label Here box on the x-axis. 👁 The dimensions and measures for a chart. (Salesforce is shown.)
   
10. Click Refresh to pick up any changes to the ServiceDesk Plus data. 👁 An interactive, refresh-on-demand report. (Salesforce is shown.)