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Automating Incident Management?

Question asked by Arie Smouter on Sep 13, 2017

I loved this blog post: https://blog.samanage.com/help-desk-software/automated-ticketing-and-incident-management/?utm_campaign=Blog%20Subscriber… 

 

I have two questions though.

Add Intelligence to Tickets

Through automation, you’ll be able to link newly generated tickets to old tickets, and then you can present incident history and past interventions in an email or technician dashboard.

Is this available in Samanage now?

 

Improve SLA Adherence

Once tickets are generated, create scripts that help technicians meet their SLAs. 

Does anyone create scripts to do that? What do you do?

 

Thanks!

Arie

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