"Are you using Stat to its full potential?"

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3 Νοε 2013 (πριν από 3 χρόνια και 9 μήνες)

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"Are you using Stat to its full potential?"

Automation creating Change Service Requests

In this p
ost
we will examine the various functionality of Stat around
automating the process of creating
a
change service request

(CSR
)
.


Many companies have other helpdesk/ticketing systems and manually
create CSRs within
the
Stat

client or Web Interface
, but there are a few options that allow this to happen
seamlessly

and i
ntegrate together. The two areas I will discuss are:

1.

Integration w
ith other ticketing/helpdesk

tools

2.

Ability to create via email

Background:
The Change Service Request is the foundation of any change in Stat.

This is Stat’s way of
tracking all information and correlating it back to specific problems, enhancements, or

projects. Within
the CSR you will have workflows, approvals, and be able to version and migrate code.

Integration with other ticketing
/helpdesk tools


Whether you use a packaged ticketing/helpdesk tool like Service Now, Remedy, Track
-
It, etc. or
have a
home
-
grown tool
, you have options to create CSRs automatically and link that tracking number
to a Stat CSR. This can be accomplished within Stat via two different ways, Web
-
Services or email. So
which is best for you? Well it depends on the external too
l and its capabilities, as well as your
company’s preferred method of integration.

Ability to use Web
-
Services to create CSRs

Web
-
services uses Stat API’s to create the CSR in the backend. Stat will default in information
that
is

not passed from the other

ticket.

Stat Web
-
service
s is discussed in detail in the

Getting Started
with Stat Web Services API
” guide. This document will walk you through examples

and well as describe
the setup and .bat files that need to be executed. Here is a sample piece of an
API it uses:



Ability to create

CSR’s
via email from a ticketing/helpdesk tool or users

If you are looking for an easy way to integrate, you can use Stat’s inbound CSR creation via email
functionality. Stat allows you to setup email integration via the
Maintenance/Stat Central Agent/Email
Settings.

As in the example below go into the ‘Default Values’ tab and check “Accept Inbound CSRs.”
From there you may put default values for things you do not want users to try to pass into the CSR, as I
did with the

Queue.


After this is setup you can have your ticketing/helpdesk tool send Stat an email and your CSR’s will be
automatically created.

If you are not looking to integrate with a ticketing/helpdesk tool you can still allow users to
automatically create
CSRs by simply sending an email to the Stat email account. Ideally, you will create a
template for your users to use which will allow you to extract out the information you need to create
the request. For information that users may not know (i.e. workflo
ws, queue, etc.) you can select
defaults

as I did above
. This will allow the issue to be automatically create
d

and assigned to the correct
person.

Conclusion


Stat has the functionality built
-
in to allow you to automatically create CSRs from an existing
t
icketing/helpdesk tool or from emails set from users. Whether using web
-
services or email integration
the end result is the same. By automating this process you can remove manual steps and make a more
seamless transition through a change’s lifecycle.