Enterprise Alert® offers multi-modal, fully automated IT alert notifications for ServiceNow® customers expanding the reach of incident alerting and management to mobile and on-call teams. IT service staff can be persistently notified through multiple channels (via voice, smartphone push, text and email), can respond to alerts and accept ownership of incidents. Smartphone apps enable remote access to incidents in ServiceNow®, with escalations to other teams being fully automated.
How to integrate Derdack Enterprise Alert 2016 with ServiceNow® (2-way, plug&play)
Features for use with ServiceNow®
Automated alert notifications by voice, text, IM, push, email with real-time tracking and escalations. Noise filtering, de-duplication, flood protection, severity checks, responsibility mapping, alert auto-recovery support.
Intuitive drag & drop on-call, 24/ and follow-the-sun team scheduling including “who’s on call” dashboard, even on a mobile device.
Smartphone apps for remote incident management via iPhone, Blackberry, Windows Phone and Android.
Certified 2-way integration, enabling alert/incident status updates from a mobile device or via text reply. Active Directory-based user management. And more.
Linkage into Incident Management of ServiceNow® 2-way integration, i.e. incidents are retrieved and updated fully automatically
Retrieval of all incident fields allows embedding relevant incident information in alert notifications and to route incidents to the right target via Enterprise Alert
Personalized selection of which status an incident in ServiceNow® should get assigned, when it was acknowledged or closed remotely via Enterprise Alert
When an incident is acknowledged remotely the person will also be assigned to the incident in ServiceNow® automatically
When an incident is closed remotely (e.g. via the Enterprise Alert Mobile App) the connector sets a close code and inserts original close notes the remote worker may has provided
Integration is based on the Web Service API of ServiceNow®
“Our on-call people appreciate the mobile application, and the fact that they very seldom have to login into a system to get more detail on the alert or to administer it.”
Russ Nappi, Senior System Administrator at IDEXX Laboratories, Westbrook, Maine Area, USA