Service Desk Integration Manager

The Activate Service Desk Integration Manager provides a framework that empowers business users to View, Request and Update manual Service Desk tickets in an external Service Desk Product. The framework provides a way of standardizing access to manual Service Desk information even if that information is spread across multiple products.

The system allows for the synchronization of this information between the Enterprise Service Desk product, whether the product is hosted internally or in the cloud.

Activate has prebuilt connectors for products such as BMC Remedy, ServiceNow, Assyst, CA and others.


Features

Log Incidents

An easily customizable "Log an Incident" form allows end users to quickly log incidents. The form can automatically search the knowledge base for known answers.

Enterprise Integration

Tickets can automatically be logged with information from Active Directory or other enterprise systems connected to the Activate Meta database.

Service Request

Integration with Activate Services Manager means Services that require Manual processes can quickly and easily be incorporated to the overall automation pocesses. Users can be informed of Ticket SLA even before they log the request.

View Ticket Details

Users can view open tickets and all details from the Service Desk, including log notes and attachments as required.