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Replies posted by Stratto

2 Replies

manns
Skilled Expert
mannsFeatured Influencer
asked in Ticket & Workflow Management

Which ITSM capabilities do you plan to improve in 2022? (POLL)

Definitely going to be CSI this year, looking at all the manual processes and taking steps to automate them. 

4
keefe.andrews
Skilled Expert
2 years ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Ticket & Workflow Management

The Freshservice Ninja Challenge - Call for entries!CHALLENGE

To keep our microsoft group structured and limited we had to stop allowing anyone to create MS team groups. Obviously this created another admin overhead for the IT admins to have to create these group on request. I managed to improve the process slightly by putting in a Service Catalog item for this so people have to provide all the relevant information up front which prevented the back and forth of tickets. I then took it a step further by introducing some Orchestration into the workflows to take away the admin overhead. Using Azure AD orchestration and the MS Teams Orchestration i managed to create the below steps to automate the process.  Requester creates the service Catalog form Azure AD Orchestration checks the user is active in the domain and pulls the user information (If user is not found or active it assigns ticket to IT admin to manually process) Based on the name of the group they have asked for Azure AD orchestration then goes away and checks of the team name already exis

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rashmi.nag
Community Manager
1 year ago

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