Integrating ServiceNow with Operata, to create a ServiceNow issue whenever an Agent uses Operata to report an issue is simple:
Operata can be configured to generate an email or a webHook, whenever an agent reports an issue.
ServiceNow can be configured to create an Incident whenever it receives an email from a specified email address.
ServiceNow can be configured to create an Incident whenever it receives a WebHook payload from Operata
1. Email to SNOW when Agents report issues
Emails received from Operata (noreply@operata.com) can be used to automatically create incidents within ServiceNow.
The process is slightly different between versions of ServiceNow, this ServiceNow document describes the process.
Where to start
Navigate to Operata Workflow section and select +CREATE WORKFLOW.
Choose the CCaaS Platform option, then NEXT.
At the next page choose Agent Reported Issue.
Then choose the Send Email option.
Now enter the conditions where emails are to be sent and the email address to send to your ServiceNow environment.
Three elements can be configured for an Agent Reported issue workflow, only the Severity is mandatory, leave the Category and Agent Comments blank to rigger events for any content.
Category
Softphone would not work
Poor sound quality
Delay in the conversation
Call disconnected
Customer could not hear me
Could not hear the customer
Missed call, the Softphone did not ring
Something else
Severity
Terrible
Difficult
Minor
Agent comments
Use this is you have instructed agents to 'Include an additional comment' specifically designed to create a ticket - or leave it blank.
Important Note: The exact spelling and capitalisation is needed for Agent comments
To Email
This is the email address configured in your ServiceNow environment, to receive emails.
Email format and content
We have kept the email content to a minimum - see example below.
The Group ID maps to your Operata Group, you can see this in the Operata url when you are logged in to specific group.
The CallID can be used in Operata and AWS console as the reference to get to the details that may be more sensitive (IP address etc)
Formatted email
Plain text format
Agent Reported Issue
Agent ID: andy
Cause: Softphone would not work
Severity: Terrible
Message: Test
Scenario: Inbound
Call ID: 16a337e8-5fee-4f0b-9653-eb319e938a20
Group ID: a28453f9-c9d3-4c48-a7cd-84d9e67ac297
Timestamp (UTC): 2023-09-11T08:39:10.851Z
Select NEXT and give your workflow a name and tag.
2. WebHook to SNOW when Agents report issues
WebHooks from Operata can be used to automatically create incidents within ServiceNow.
Where to start
Navigate to Operata Workflow section and select +CREATE WORKFLOW.
Choose the CCaaS Platform option, then NEXT.
At the next page choose Agent Reported Issue.
Then choose the Invoke Webhook option, then NEXT.
Now enter the conditions when to send a WebHook to your ServiceNow environment.
Three elements can be configured for an Agent Reported issue workflow, only the Severity is mandatory, leave the Category and Agent Comments blank to rigger events for any content.
Category
Softphone would not work
Poor sound quality
Delay in the conversation
Call disconnected
Customer could not hear me
Could not hear the customer
Missed call, the Softphone did not ring
Something else
Severity
Terrible
Difficult
Minor
Agent comments
Use this is you have instructed agents to 'Include an additional comment' specifically designed to create a ticket - or leave it blank.
Important Note: The exact spelling and capitalisation is needed for Agent comment
Method, Headers and Body.
Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.
This screen lets you set the level at which the event will trigger, the WebHook URL, Method, Headers and Body.
Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.
Select NEXT and give your workflow a name and tag.
Consolidation of emails in to ServiceNow to create a single ticket.
ServiceNow can be configured to consolidate multiple email alerts into a single ticket. This is typically achieved through email integration and workflow automation within ServiceNow.
Here's a general approach:
Email Integration: ServiceNow can be set up to receive emails from multiple sources, such as monitoring systems, applications, or other alerting mechanisms.
Email Processing: ServiceNow can parse incoming emails to extract relevant information such as the source, type of alert, severity, and any other pertinent details.
Ticket Creation: Based on the parsed information, ServiceNow can automatically create a new ticket or update an existing one. If multiple alerts are received within a short time frame and need to be consolidated, ServiceNow can group them into a single ticket.
Workflow Automation: ServiceNow's workflow engine can be utilized to define rules for consolidating alerts. For example, you can set up conditions that trigger the consolidation of alerts from the same source or related to the same issue.
Notification and Escalation: Once alerts are consolidated into a single ticket, ServiceNow can handle notifications and escalations according to your organization's processes. This ensures that the right stakeholders are informed and appropriate actions are taken.
By configuring ServiceNow's email integration, workflow automation, and ticketing capabilities, you can efficiently manage and consolidate multiple email alerts into a single ticket, streamlining your incident management processes.