Ivanti Service Manager support for Mobile Notifications

Ivanti Service Manager (HEAT) has two options for sending mobile notifications.

• Send Mobile Notification Quick Action  – is very limited, only works with Apple Devices and requires push notifications to be working and enabled.
• Email Notification Quick Action – the better way is to set a Quick Action to send straight, small text emails to the user’s mobile device. Most all Cellular Providers have this option.Some of the email addresses to use are below:

  Alltel: phonenumber@message.alltel.com
  AT&T: phonenumber@txt.att.net
  T-Mobile: phonenumber@tmomail.net
  Bell Canada: phonenumber@bell.ca
  Rogers Canada:  phonenumber@pcs.rogers.com
  Virgin Mobile: phonenumber@vmobl.com
  Sprint: phonenumber@messaging.sprintpcs.com
  Verizon: phonenumber@vtext.com
  Nextel: phonenumber@messaging.nextel.com
  US Cellular: phonenumber@mms.uscc.net

  If your provider is not on the list you will want to contact them regarding email to SMS functionality.

 

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Release Schedule – Ivanti Service Manager for On-Premise Deployments

Below is the planned release schedule of Ivanti Service Manager for On-Premise Deployments.

2018.1.1  –  Now Available.  You can download here Ivanti Service Manager 2018.1.1 Download

2018.3.1  –  Planned December 2018

2019.1.1 – Planned April 2019

2019.3.1 – Planned October 2019

The information presented here is for informational purposes only and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality on a specific date.

Zapier Integration

Zapier is a web-based service that allows you to integrate web applications.

Ivanti Service Manager HEAT ITSM Zapier Integration

With Ivanti Service Manager 2017.3.1 onward you can now trigger the creation of an Incident, Change, Request, Service Request, or Incident note from other supported Zapier integrations such as a Google Sheet, Excel Spreadsheet, Google Calendar, Twitter, Chatbot, etc.

You can also trigger an integration when a new Incident, Change Request, or Service Request is created, for example, trigger the creation of a Google Calendar Entry when a Change Request is created or a Service Request is created (Computer Loaner Service Request for example).

The Zapier Pricing model is by # of Zaps (Integrations)  and Tasks, starting at $25 USD per month.

Ivanti Service Manager HEAT ITSM Zapier Integration Pricing

 

Breaking Down the 2018 Gartner Magic Quadrant for ITSM Report

The 2018 Gartner Magic Quadrant for the ITSM market has just been published. In this year’s report, Ivanti continues its movement up and to the right in Gartner’s evaluation. Join us to learn more about Gartner’s analysis of the top nine ITSM vendors, including their strengths and cautions for each vendor, and how Ivanti is well positioned again in Gartner’s analysis. We’ll also cover Gartner’s latest updates on the ITSM market and the advice they give to clients seeking a new ITSM solution.

Relevancy Searching

Ivanti Service Manager 2017.1 onward uses a new “model” for relevancy searching.

For example if you search Incidents for a customer with the keyword Consultant your search may NOT be in the order of your list view however if you use double quotes for specific phrases such as “Consultant” then your search will be in the correct order.

The solution is to add a Global Constant as outlined here:

https://help.ivanti.com/ht/help/en_US/ISM/2018/admin/Content/Configure/Search/Configuring%20Search.htm

Defining a New Global Constant for Full Text Search Relevancy

Customers who want to roll back the Full Text Search Relevancy to the older model used for releases prior to Ivanti Service manager 2017.1, must define a new Global Constant. Changing the settings for the global constant will either enable or disable the feature. For information about how to create a global constant see Creating a Global Constant.

Parameter	Description
Name	FullTextSearchRelevanceRanking Enter the name for the constant exactly as shown.
Value	False False disables the new model and reverts the search relevancy to 2016.x functionality. Set the Value to True to enable the newer functionalityThe value for the global constant.
Type	Boolean
Description	Revert search behavior

What does HEAT stand for?

For those of you going back to the early days.  HEAT for DOS and HFW 2.0.  That’s right, HEAT for Windows 2.0, or HEAT ticketing system, you will likely remember the acronym for HEAT:

Helpdesk Expert Automation Tool

I still think it’s alot better than ISM.  Ivanti Service Manager.

Follow The Sun

There are several ways to configure Follow The Sun with Ivanti Service Manager.

You can use Dashboards to view your Region’s Queue’s.  Workflows can be configured with your organization’s re-assignment criteria.

For example, at the end of business day in APAC, EMEA, and the Americas, HEAT SM can reassign unassigned tickets to the next region.

Ivanti Service Manager Follow The Sun Dashboard

Ultimately you will want to keep your Follow the Sun configuration as simple as possible and focus on workflow for unassigned tickets, tickets in triage, and assigned tickets.  Additional criteria to consider are Priority, Ticket Classification, and Service Level Agreements (SLA’s).

Typically I hold a 2 hour workshop with my clients do review and streamline their follow-the-sun process and develop a solution with Ivanti Service Manager.

Feel free to Contact Me to schedule an Ivanti Service Manager ITSM Audit to review your system and processes.

Ivanti Service Manager 2018.1.1 – Now Available

Ivanti Service Manager Release Schedule

2018.1.1  –  Now Available

2018.3.1  –  Planned December 2018