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14.1 Before you Start

Owned by Billy Sewell (Unlicensed)
Jan 26, 2024

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Overview

ServiceAnalytics is a value-added module available within ServiceManager.

ServiceAnalytics uses a 3rd party product, CrystalReportsTM Crystal Reports for Java API (CRJ), to provide reporting functionality, which is run as a module bundled with ServiceScheduling.

Access to a Crystal Reports Server is not required (nor is the use of Crystal Reports Server supported). There are no additional licensing requirements for using the bundled CrystalReportsTM Crystal Reports for Java API.

Note: Oracle Database

When an Oracle database is used, the sp083 database table parameter sm_rpt_stringBasedSAAudit must be set to YES.

This will force ServiceAnalytics to convert dates to strings in the server for the SA Audit report, which is necessary to run on Oracle.

Check Pre-requisites

ServiceAnalytics is installed as part of the ServiceManager installation process. As a result, the pre-requisites for ServiceAnalytics are the same as the ServiceManager Pre-requisites.

Components

ServiceAnalytics is a module of ServiceManager, which provides reporting capability. ServiceAnalytics uses the ServiceManager database connection pool to connect to the database and retrieve the necessary data for each report. This data is used by the 3rd party product, Crystal Reports™, to display the reports.

Integrating with ServiceManager

Whenever a ServiceManager module is installed, upgraded or uninstalled, the appropriate process must be followed as described in the following sections. The ServiceManager application will then need to be restarted twice, to ensure that the correct ServiceManager modules are fully installed and initialised.

Unpacking

ServiceAnalytics is bundled as part of the ServiceManager release package.

The following diagram represents the directory structure installed on the target machine, underneath the "root" directory (i.e. \ServiceManager) created as part of the ServiceManager package.

It is not comprehensive; only files and directories of interest are highlighted.

/modules [1]
	/SERVICEAnalytics
		/coreReports
			/crystalreportviewers [2]
		/WEB-INF
			/lib
				*.jar [4]
			/classes
				CRConfig.xml [3]
[1]The modules directory as created inside the ServiceManager root directory, when ServiceManager is installed.
[2]The CrystalReports™ Reporting Engine directory.
[3]The Crystal Reports configuration file.
[4]Crystal Reports Java files.