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Hello Everyone, In recent months, I have been publishing blogs for FootPrints, reflecting the kinds of queries we are dealing with in support, After going through the data from problem management, We have decided to talk about service analytics reporting in Footprints.

 

                                                                                                         Service Analytics best practices

1. Verify that frequently executed Service Analytics Reports are configured in an optimal way. It is always preferable to use a saved search to filter the set of content items that a report will analyze to the smallest set necessary. If you do not specify a saved search, all container items will be loaded into the report even if only a subset is shown because the filtering will be done in the report itself. This can cause a relatively simple report to be much slower than filtering using a saved search first and then using the report filters only for final adjustments to the shown data.

 

2. Verify that any widgets that load a chart from Service Analytics are not referencing slow loading reports. Having several chart widgets all executing large reports at the same time can cause a significant load on the application server CPU.

 

3. In-Service Analytics, after adding a new field to a report and clicking on “Apply Changes” the report page may turn blank (i.e. not show anything.) The reason may be that in the communication with the FootPrints server, the size of the HTTP headers has been exceeded. To address this situation,

 

         AWhen Accessed via Tomcat-based URL:

               The size of the HTTP Header Size may have been exceeded. To address this situation, update the value of the maxHttpHeaderSize parameter in the Tomcat's server.xml. First set the value to "8192". If the problem persists then try increasing the value to "16384", "32768" or "65536".

 

               Note that increasing the maxHttpHeaderSize will allocate 2 buffers (one for input and one for output) of the specified amount of memory (i.e. 8kb, 16kb, 32 kb, or 65kb) per connection. The communication with the server will use up a bit more memory in this configuration but considering that connections are usually short-lived it should not be of a  significant issue.

 

 

         B. When Accessed via IIS-based URL: This can be caused by the 'Request Filtering' module in IIS, when using IIS Integration.

               1. Open IIS and expand Sites -> Default Web Site

               2. Open Request Filtering from the feature panel.

               3. Click on Edit Feature Settings… link in the Actions panel to the right.

               4. Change the value of “Maximum URL length” and “Maximum query string” to be 65536.

               5. Click 'OK'.

               6. Restart IIS.

 

4. How to debug Service Analytics errors in FootPrints 12  :

When working with Service Analytics in Footprints 12, errors may occur, such as when deleting a Service Analytics report. The steps below detail a method of enabling debugging for Service Analytics in order to determine the nature of the error. Access to the server where FootPrints 12.X or 20.X is installed is required for this process.

 

https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000011106

 

 

5. The data for Calculated Field within Service Analytics is not displaying or appears to be incorrect. How do I correct this? (Rebuild the FootPrints 12 Datamart)

There are exceptions in the Footprints log showing the datamart incremental load is failing.

 

The Calculated Field's within Service Analytics uses calculated data that is stored in the Datamart. Occasionally the data for Calculated fields can stop displaying and the datamart may need to be rebuilt. Below are steps that explain how to do this:

 

https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000144590

 

6. In version 20.19.03 and above, Functionality added which gives the ability to export grid contents in CSV and HTML format (users no longer need to create reports for simple ticket data extract).

 

 

7.  If data for calculated fields shows 0.00 value in reports:

 

Make sure to turn on Time Tracking and add required status in Life Cycle.

1. Go to Administration-->Main-->Workspace-->Ticket Item

2. On the left side Go to Time Tracking and click on the radio button to turn it on.

3. Go to Administration-->Main-->Workspace-->Ticket Item

4. On left side Go to LifeCycle-->add all status under the 'Count For Time' section.

 

Now create a custom report and select any of the calculated fields, this show gives the non-zero value.

 

8. How to create a formula to pull the Assignee name or Team Name from the Assignee field?

When setting up a report to use these formulas, include the "Assignee" field in the report.  You can hide this column later after the formulas are created.

Note:  You may need to change the formula field names to match your field names.

Note:  These formulas are designed for Assignee type fields that allow only one assignee, with or without teams.

 

Assignee Name when not using teams:

MID([Assignees],(INStr([Assignees],"(")+1),(instr([Assignees],")")-(INStr([Assignees],"(")+1)))

Example: jsmith (John Smith)

Results: John Smith

 

Assignee Name when there is no open parenthesis "(" on some records:

IIF(INStr([Assignees],"(")=0,[Assignees],MID([Assignees],(INStr([Assignees],"(")+1),(instr([Assignees],")")-(INStr([Assignees],"(")+1))))

Example: Infrastructure.jsmith(John Smith)

Results: John Smith

Example: Sally Jaynes

Results: Sally Jaynes

 

Team Name only, checking for team name with "." search:

IIF(INStr([Assignees],".")=0,"No Team",(MID([Assignees],1,(INStr([Assignees],".")-1))))

Example: Infrastructure.jsmith(John Smith)

Results: Infrastructure

 

The formulas used the following functions, INSTR and MID to gather the data to pull the name from the text.

Using the "InStr" function to look for the position of the "(", ")", and "." characters in the [Assignees] field.

This information is used to set the starting point of the characters to be extracted using the MID function, and the length of the name.  The team name always starts as the first character in the Assignees field.

 

Thanks for reading the article. Please rate the blog and add comments to share your experiences.