Revolutionizing Emergency Tickets:
How the ServiceNow App Helped a Manufacturer to Improve Incident Management

EXECUTIVE SUMMARY

Teiva Systems integrated the Twilio service that allows performing phone and video calls, voice and text messages.

Since the company wanted to manage all configurations without addressing the external development team, we have created a custom admin tool so the internal team can easily deactivate voice message triggers or create new notifications. Also, we’ve developed a logging system to add transparency to this process.

As a result, now our client can create voice message notifications for incidents, requested items, change requests, problems, catalog tasks, and change tasks.

The internal team can set up any conditions that will be triggered when the ticket is created or updated.

The admin form allows choosing a template for voice messages. Pre-edited templates contain dynamic data such as ticket number, receiver’s name, urgency, and priority.

Also, the helpdesk team can specify people who receive the notifications in order of importance. To track who receives the calls, we’ve created custom logs. In this way, the company will always know which helpdesk person and when received the call.

SOLUTION

Teiva Systems integrated the Twilio service that allows performing phone and video calls, voice and text messages.

Since the company wanted to manage all configurations without addressing the external development team, we have created a custom admin tool so the internal team can easily deactivate voice message triggers or create new notifications. Also, we’ve developed a logging system to add transparency to this process.

As a result, now our client can create voice message notifications for incidents, requested items, change requests, problems, catalog tasks, and change tasks.

The internal team can set up any conditions that will be triggered when the ticket is created or updated.

The admin form allows choosing a template for voice messages. Pre-edited templates contain dynamic data such as ticket number, receiver’s name, urgency, and priority.

Also, the helpdesk team can specify people who receive the notifications in order of importance. To track who receives the calls, we’ve created custom logs. In this way, the company will always know which helpdesk person and when received the call.

Yuliya Nesen, Marketing Manager, Jan 24, 2022