User Sign-In Insights

Overview

The User Sign-In Insights report provides a comprehensive analysis of how end-users and IT teams interact with the ITSM platform. It highlights user engagement trends, adoption metrics, and areas for improvement, ensuring organizations can assess the value of their ITSM investment.

This report empowers IT administrators to monitor user engagement trends, identify adoption patterns, and optimize ITSM platform utilization.

Key metrics and tracked data

The report is available in the Administration application → Reports → User Sign-In Insights and has the following key metrics and visualizations: 

• Unique Signed-in Users (Last 24h / Last Week / Last Month / Last Year): Displays the number of unique users who logged in and performed actions within the platform during each respective period.

• User Distribution by Type (Last 30 Days): Pie chart categorizing users based on their platform engagement level. The following user types are available:

  • End Users (Everyone User role)

  • Power Users (Management Role)

  • Advanced User (a user with several roles assigned)

  • Full-Access User (Administrator)

  • Unknown

• Unique Signed-In Users Over Time: Column chart visualizing monthly user growth trends, using Unique Values by "UserName" to track adoption rates.

• Successful vs Failed Sign-in Attempts (Last 30 Days): Pie chart comparing successful vs. failed login attempts.

• Sign-In Attempts Over Time: Stacked column chart showing user sign-in attempts on a monthly basis for the past year

• Sign-In Attempts: The table displays detailed user session logs, including:

  • Date & Time

  • IP Address

  • Login name

  • User Name and e-mail

  • User Type (End Users, Power Users, Advanced User, Full-Access User, Unknown)

  • Login Success Status

  • Agent (Device/Browser Information)

• Interactive Filtering Options: Users can refine the table view by Date and User Name, Login and Login Success status, enabling targeted analysis.
  

Configuration

It is possible to deactivate tracking user sign-ins in the Administration application → Settings → Security → Track User Logins property.

By default, sign-in information is stored for 90 days and can also be adjusted in the Administration application → Settings → Security → Login Tracking Retention Days property value.

See also, Global System Settings: Security.