Setting up Google Analytics using Google Tag Manager

Role: Administrator.

Minimum Version: Ivanti Neurons for ITSM 2024.2.

You can set up and measure analytics of Neurons for ITSM using Google Tag Manager (GTM) to measure the metrics that matters. For example, you can track the number of clicks used for keyword searches and accessing different workspaces.

You can use GTM integration for the ITSM classic UI, Self Service Mobile portal, and Mobile Analyst portal also.

Prerequisites:

•Ensure Google Analytics is integrated with Google Tag Manager. To integrate Google Analytics with Google Tag Manager refer to the official documentation of Google Tag Manager.

• Retrieve the Container ID from your Google Tag Manager and ensure the container is published.

Highlighting Container ID in the Google Tag Manager

To retrieve Container ID from Google Tag Manager refer to the official documentation of Google Tag Manager.

Integrate Google Tag Manager with ITSM

Following are the steps to set up the GTM with ITSM:

1.Log in to ITSM as an Administrator.

2.Open the Configuration console > Organization Profile > Account Information.

3.Select the Enable google tag manager check box and enter the Container ID created in Google Tag Manager in the Enter Google Tag Manager Code.

Setting up the Google Tag Manager in the Neurons for ITSM

Setting up the Google Tag Manager in ITSM

4.Click Save.

Use Cases

Create a tracking metric for the number of clicks on the Self Service Mobile portal left menu.

1.Log in to ITSM as an Administrator.

2.Log in to your Google Tag Manager workspace, and select Add a new tag from the New Tag section to create a Tag.

3.Select Tag Configuration > Google Analytics > Google Analytics: GA4 Event.

4.Add the Measurement ID from Google Analytics.

5.Click the add + icon and select the Event Name.

6.Under the Event Parameter section, set the Parameter Name as link_text and the Value as {{Click Text}}.

For information on Parameter Name and Values, refer to the analytics documentation on Google Support page.

7.From the Triggering section, click the Add button and configure when the event should be triggered.

8.Set the Trigger Type as Click - All Elements.

9.Select Some Clicks for This trigger fires on option.

10.Conditions - Click Element, matches CSS selector, gtm-left-nav-menu .x-treelist-item-icon.fontawesome-icon.

You can get the CSS element by right-clicking on the application and selecting Inspect.

11.Save and exit.

The event, Click - All Elements, is created. Now every time the left menu is clicked, the tag is triggered and the analytics are captured.

Concepts

Measurement ID is a unique identifier for web data stream in Google Analytics. The Measurement ID format is 'G-' followed by a mix of numbers and letters, such as 'G-PSW1MY7HB4.' For more information refer to [GA4] Measurement ID.

Highlighting Measurement ID in the Google Analytics

Container ID is an identification code of container created in the Google Tag Manager. The Container ID format is `GTM-` followed by a mix of alpha-numeric string, such as `GTM-T63FA3VC`. For more information refer to Install a web container.

Highlighting Container ID in the Google Tag Manager