Trouble Ticketing
At Bocada, we know that monitoring and reporting is only a part of the overall service management process. Organizations that follow ITSM guidelines often rely on their Service Desk to be the central point of contact between IT and users/customers on a day-to-day basis. An integral part of the service desk is the trouble ticketing system which is used to track the detection, reporting of and resolution of a problem.
As Prism is a true data protection service management solution, it was critical that our alerting functionality be integrated in with various trouble ticketing systems so that when Prism detects a problem in the backup environment it can be tracked by the service desk until the problem is resolved.
Prism provides the ability for users to choose which alerts should be sent to the trouble ticketing system based on the critical nature of the alert. The Prism alerts can be sent via email to the trouble ticketing system and then tracked through to resolution. Prism also allows users to create annotations on each client that has had a trouble ticket associated with it, which enables users to not only keep track of the ticket number itself, but keep notes in the Prism application about how the problem was resolved for future reference.
Configure Prism to Easily Create A Trouble Ticket - Click to enlarge
Today, pre-configured email templates for BMC Remedy and Event Manager, Connectwise and ServiceNow are available in Prism. Users can work with the Bocada PSO organization to quickly create templates for any trouble-ticketing solution that accepts email alerts.
For more information please contact sales@bocada.com
