Email notifying of service calls removed-from or returned-to ServiceNow flow
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |
Overview
Overview
This is a PRIVATE alert built ONLY for XBS clients. CEO Juice Team will need to handle subscription details for XBS clients.
This process will update call activity between e-automate and SNOW/ServiceNow.
Run Schedule: every 5-minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
ALL variables required
Variable W: Call Types to consider flipping to VariableX when created in e-automate (push to internal helpdesk prior to sending to ServiceNow), separate multiple with comma
Variable X: Call Type to move Service Calls to
Variable Y: Call Type to move Calls to if flipped but still in Pending Status once grace period has passed (per Variable2)
Variable Z: Problem Code to add to Service Calls, indicating that they were flipped from original Call Type
Variable 1: Problem Code to add to Service Calls indicating they were not worked in e-automate following original flip, and so reverted to a Call Type allowing push into ServiceNow
Variable 2: Grace period, in minutes, before call is reverted and pushed into ServiceNow (assumes Call will be flipped in first 8 minutes)
Variable 3: SINGLE Make of Eqp to Include for the process (only triggering if Service Call attached to Eqp of that Make). Only one entry allowed.
Variable 4: Technician Number for Call to be moved to when taken out of SNOW consideration
Variable 5: Technician to reassign Call to when reverting for SNOW to consume
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Alert Functionality
Alert Functionality
1. Variable values are determined by XBS Corporate. If you believe changes are needed to your variables, please email help@ceojuice.com with details of what change is needed and why.
2. CEO Juice will need to update any needed variables. The variables are used to determine what Calls to change and which Call Type and Problem Code to change to in SNOW. Feel free to reach out to help@ceojuice.com to receive screenshots of your current variable settings.
3. CEO Juice can change the recipients (TO/CC/BCC) of emails generated by this process.
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Best Practices & Tips
Best Practices & Tips
None at this time
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