ability to automatically open ticket form by incoming phone call
Silas_Sulser
Customer Advanced IT Monkey ✭✭✭
hi folks
Is it possible to automatically open a ticket form by an incoming phone call (not skype for business, normal DECT system).
Some of our Service Desk colleagues had that in other companies before.
Scenario:
How can we achieve that?
Thanks in advance!
Is it possible to automatically open a ticket form by an incoming phone call (not skype for business, normal DECT system).
Some of our Service Desk colleagues had that in other companies before.
Scenario:
- End user calls Service Desk SPOC
- One of the analysts answers the phone
- a ticket creation form automatically shows up (doesnt matter if in analyst portal, SCSM Console or whatever)
already filled out "affected user", CIs etc...
How can we achieve that?
Thanks in advance!
0
Best Answers
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Adam_Dzyacky
Product Owner Contributor Monkey ✭✭✭✭✭
As always, I fall into the camp of "anything is possible." But it goes without saying will probably take a fair amount of custom development.
So the more fundamental question here really lies around how one's phone system can be interacted with, because conceptually you need to capture/trigger on a new phone call then from that invoke SCSM calls (no pun intended). From here it seems relatively straightforward because then the Work Item just gets created in the background. As far as popping a form in front of the Analyst, this also feels doable but I haven't seen it myself because this is interacting with a user's active Windows session.
This feels like you almost need some kind of listener installed on Analyst's computers thereby running under their security context.5 -
Tom_Hendricks
Customer Super IT Monkey ✭✭✭✭✭
It depends on the type of phone system, and what solutions are available for it. Without getting into specifics, we have a program that is installed on every agent's desktop that "listens" for their (phone system) ID to be the next call in the queue. It simply opens a specified URL for that person, and has a few variables that can be added to the URL as querystrings.
That was enough for us to write our own simple app for the Cireson portal that asks a few questions and lets the agent choose whether to create an IR or SR. We created that page a few years ago, but are still keeping it after Affected User was released. Ours picks the affected user based on the phone number they called from and has a few other small features that fit our process better. You may find that Affected User suits your needs and you merely want it to be opened when a call comes to that agent, which 1st and 3rd party software does exist for.
Filling out CI's would be quite the challenge, but not impossible. You would need to correlate with another source of data, such as SCOM APM or another user experience monitoring tool, unless you just want to put that user's CI's in without checking their current health. We decided it was easier just to show the service desk agent how to do it manually, after the ticket is created.6
Answers
So the more fundamental question here really lies around how one's phone system can be interacted with, because conceptually you need to capture/trigger on a new phone call then from that invoke SCSM calls (no pun intended). From here it seems relatively straightforward because then the Work Item just gets created in the background. As far as popping a form in front of the Analyst, this also feels doable but I haven't seen it myself because this is interacting with a user's active Windows session.
This feels like you almost need some kind of listener installed on Analyst's computers thereby running under their security context.
That was enough for us to write our own simple app for the Cireson portal that asks a few questions and lets the agent choose whether to create an IR or SR. We created that page a few years ago, but are still keeping it after Affected User was released. Ours picks the affected user based on the phone number they called from and has a few other small features that fit our process better. You may find that Affected User suits your needs and you merely want it to be opened when a call comes to that agent, which 1st and 3rd party software does exist for.
Filling out CI's would be quite the challenge, but not impossible. You would need to correlate with another source of data, such as SCOM APM or another user experience monitoring tool, unless you just want to put that user's CI's in without checking their current health. We decided it was easier just to show the service desk agent how to do it manually, after the ticket is created.