![]() This setting enables the ServiceNow Connector to reopen the ticket if the same incident reoccurs within the grace period. If you want to reopen a ticket for incident occurrences that fall within the grace period without the ServiceNow admin role, set the ticket status to Resolved instead of Closed when the incident clears or use a different template. If you want to reopen a ticket with the Create, Update, and Close template, then the associated user (that is, the account used when setting up the connector) must have the role admin in ServiceNow. and enforces creation of another incident, then the grace period functionality stops creation of a new ticket and reopens the same ticket instead. If the same event reoccurs before 11:00 a.m. If the grace period is one hour and the event is cleared at 10:00 a.m., this clears the incident and ticket. The rule defined to create the ticket enforces the ticket to be created on the ServiceNow system. More information can be found on the company’s website at Grace Period setting, available on the connector configuration page, enables you to prevent creating many tickets for frequently created incidents due to reoccurrence of the same event on which the incident was created.įor example, an event is raised and causes an incident to be created in Enterprise Manager. The company’s cloud-based software communications platform provides seamless and easy-to-deploy solutions for the exchange of critical information among organizations, their people, devices and external entities with use cases designed to save lives, enhance revenue and reduce costs. OnSolve is a leading global provider of SaaS-based critical communication solutions for enterprise, SMB, and government customers. For additional information on how the ServiceNow connector application can help your organization reduce response times to IT incidents, contact an OnSolve Representative today. The integration with ServiceNow ITSM utilizes the OnSolve Open Notification Express (ONE) to connect an organization’s ServiceNow account to their Send Word Now/ MIR3 account via RESTful API and SOAP (Simple Object Access Protocol). “Combining the capabilities of ServiceNow IT incident management and the communication and collaboration tools from OnSolve can make the difference between a major and minor interruption.” “IT decision makers today often spend as much time organizing teams as they do resolving IT incidents,” said Daniel Graff-Radford, Chief Product Officer, OnSolve. Maintain full transparency with detailed reporting across departments for key personnel.Receive responses back to assess availability and assist with incident assignments.Set up business rule automated alerts to quickly notify key personnel, customers and stakeholders of incident activity and important updates.Automatically assign individuals to an incident via multi-modal alerts with actionable response options.Easily download the integration from the ServiceNow Add-On store with no coding needed.As a result, users can experience all the benefits OnSolve’s mass notification solution delivers: The flexibility of the OnSolve system allows users to define triggers for automated alerts or to initiate a notification manually – without ever leaving the ServiceNow interface. Events are categorized as: Critical: Immediate action is required. ServiceNow ITSM is a single cloud platform allowing customers to consolidate fragmented tools and legacy systems while automating service management processes. Event is a notification from a CI or a cloud that IT team should be aware of. With the ServiceNow integration, organizations can maintain open lines of communication before, during and after critical incidents by directly launching notifications to recipients from the ServiceNow ITSM platform with an OnSolve mass notification solution. Organizations often spend more time organizing response teams and communicating about IT incidents rather than resolving them. The ServiceNow connector application automates IT incident alerts and reporting – in turn enabling organizations to reduce response times to IT incidents. ORMOND BEACH, FL, Decem– OnSolve, a leading global provider of Software-as-a-Service (SaaS) based critical communication solutions for enterprise, SMB, and government customers, today announced integration with ServiceNow IT Service Management (ITSM). ![]() OnSolve Announces Integration with ServiceNow® IT Service Management The integration with the ServiceNow connector application allows organizations to improve collaboration and reduce IT incident response times
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