Idea ID: 1764086

Case Exchange

Status : Under Consideration
Under Consideration
See status update history
over 2 years ago

Requesting the following enhancements to Case Exchange:

- Extend the Case Exchange capability to enable integration for all ticket types.

- Add "request approval" and "approve/reject" to supported operations for change and release tickets.

- Add error handling/retry function to case exchange

  • Hi Team ,

     

    Error handling will be a good option . SMAX integrated with MF tools/3rd part application  at times due to network/Target Application is down, REST API call from SMAX may Fail, in those instance we would want to reschedule the request sent by SMAX .

     

    Regards

    Praveen 

  • as said in the original idea.

    - Add error handling/retry function to case exchange

    This should be the case for all type of integration.
    Managing errors (let's say HTTP or response information) and be able to retry depending on the error.

  • Thanks for all the votes and comments. We are looking into this as a future product enhancement. Check the notifications box to be emailed if the status changes.

  • My vote is for this order:

    1) Add "request approval" and "approve/reject" to supported operations for change and release tickets.

    2) Add error handling/retry function to case exchange (Should be a given, ironcially the unexpected is always expected to happen eventually)

    3 Extend the Case Exchange capability to enable integration for all ticket types.

    I was informed that we are seeing on customer sites that customer is requesting the same from their other suppliers. Looks like smoother automated handover is a growing requirement.

  • The use case is this: 

    Customer using SMAX has 2 service provider organisations (with separate contracts and SLAs) who use their own ITSM tools. 

    There is a requirement to pass tickets between customer tool and vendor tools. This includes all types of tickets, not just incidents. The customer needs a simple solution to enable the exchange of all ticket types. Case exchange already supports most of the functionality required to achieve the desired outcome. 

    If I were to prioritise, I'd say we would get the most value out of an in-built approval workflow.