Demos / Help desk
Demo · 1:05
Close the loop
A fix that resolves its own ServiceNow ticket when it works, and a failed nightly job that opens an incident for the service desk by itself.
Recorded on the real product against our demo company, Lakefront Works. The people and data are fictional.
Transcript
Two more settings on the ServiceNow connection. A run can resolve its own ticket when it works, and a schedule that fails opens an incident by itself.
Jake Taylor calls because he can't sign in, and Alan logs a ticket in ServiceNow.
Alan knows the fix. He switches Jake's account back on and ticks the box to resolve the ticket if it works.
It worked, so PowerScripts wrote the run on the ticket and resolved it. Alan never went back to close it.
Now a job nobody is watching. The weekly stale accounts report for the Ohio office fails because that office's folder in Active Directory was renamed. PowerScripts opens an incident for the service desk with what failed and a link to the record. If it fails again next week it adds to the same incident instead of opening another.