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Case Exchange

Case Exchange

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

8 Comments
Micro Focus Expert
Micro Focus Expert

Hi - we need more information in order to review this idea. Please describe the requirement and use case, not the solution. 

Thanks

Micro Focus Expert
Micro Focus Expert

The requirement is to have the ability to pass Request, Incident, Problem, Change and Release ticket information between client and vendor ITSM systems including approvals for changes and releases using OOTB capability.

It would also be helpful to enable error handling or retry logic in the event the ticket fails to replicate to a linked system due to outages etc. 

 

 

 

 

 

Micro Focus Expert
Micro Focus Expert

If all those case exchanges are in place, what is the role of SMAX? I assume you wouldn't do all at the same time, so a prioritized list would be helpful. 

Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

if you're voting on this Idea, note which case exhcnage enhancement is the priority. It's unlikely that they would be tackled as one thing if it does get planned.

 

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team. 

 

Micro Focus Expert
Micro Focus Expert

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. 

 

Micro Focus Expert
Micro Focus Expert

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.

Micro Focus Contributor
Micro Focus Contributor
Status changed to: Under Consideration

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.

CL2942-Michel Regular Contributor.
Regular Contributor.

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.

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