Configuring Workspace ONE Intelligence Analytics - Data Ingestion

Use the Workspace ONE Intelligence Analytics feature to track the usage of the ITSM Connector. ServiceNow tickets can be exported to Workspace ONE Intelligence. Once the incidents are in Workspace ONE Intelligence, dashboards can be created to track various usage metrices.

After configuring Workspace ONE Intelligence Analytics for Data Ingestion, ticket data will populate into the corresponding Workspace ONE Intelligence instance.

Configure Workspace ONE Intelligence Analytics

To configure Workspace ONE Intelligence Analytics, you must set up the ServiceNow ITSM Connector in Intelligence and enter configuration details in ServiceNow.

Set Up the ServiceNow ITSM Connector in

1. In Intelligence, got to Integrations > Data Sources > ServiceNow ITSM Connector > Setup.

2. Under Set Up ServiceNow ITSM Connector, select Download Credential.

3. Click Download Credential. The credentials are downloaded as a JSON file.

4. Save the JSON file. Use an editor to open it for reference. The file contains the following fields:

   • client_id

   • client_secret

• eventproxy.data.workspaceone.com

• api_base_url

• events_base_url

• token_endpoint

Enter Configuration Details in ServiceNow

1. In ServiceNow, go to Workspace ONE ITSM Connector > Setup > Configure Application Details.

2. Click Configure.

3. Select Workspace ONE Intelligence Analytics.

4. In the WS1 Intelligence Events base URL text field, enter the value of the "events_base_url" from the JSON file.

5. Go to Workspace ONE ITSM Connector > Setup > Configure Intelligence OAth 2.0 details > Configure OAuth Host Details.

6. Click Configure.

7. In the Host field, enter the value of the "api_base_url" from the the JSON file.

   Note: Verify that the Connection URL is same as “api_base_url” from JSON.

8. Go to Workspace ONE ITSM Connector > Setup > Configure Intelligence OAth 2.0 details > Configure OAuth Host Details.

9. Click Configure.

10. In the Client ID field, enter the value of the "client_id" from the the JSON file.

11. In the Client Secret field, enter the value of the "client_secret" from the the JSON file.

12. In the Token URL field, enter the value of the "token_endpoint" from the the JSON file.

    Note: Remove the “?grant_type=client_credentials” from the “token_endpoint” before updating the property.