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:
Zapier is a web-based service that allows you to integrate web applications.
With Ivanti Service Manager2017.3.1 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.
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’sevaluation. 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.
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:
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.
Enter the name for the constant exactly as shown.
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.
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.
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 ManagerITSM Audit to review your system and processes.