Aternity's integration with ServiceNow Incident Management module enables IT to identify issues on end-user devices and speed up resolution times for incidents.
With the Aternity Incident Integration:
- End-user device issues automatically detected by Aternity will be surfaced and generate tickets in ServiceNow. The integration supports many pre-defined potential issues and can be custommized for many more.
- ServiceNow Incidents for monitored end-user devices will be enriched with Aternity data to ensure quick troubleshooting with minimal impact to the end-user.
- Launch remediations within incidents for faster resolution.
The Aternity Incident Integration helps Service Desk Agents increase user satisfaction, reduce mean-time-to-repair (MTTR), and increase first call resolution (FCR) through the following capabilities:
- Launch Remediations Directly from ServiceNow - Utilize remediations from Aternity to reduce MTTR and FCR by launching them from the incident. Remediations can be hidden and grouped based on your workflow.
- Proactively Surface End-User Issues – Automatically create tickets in ServiceNow from Aternity's pre-defined and customizable Service Desk Alerts. Examples include hard disk failures, disk space running low, a battery wear warning, frequent BSODs and frequent application crashes.
- Real-Time Device and User Data – Minimize customer friction by giving Service Desk Agents the data they need from monitored devices directly in the ticket. The data displayed can be configured for your work.
- Health Events and Software Changes – Streamline workflows within ServiceNow incidents with detailed Aternity health event and software change information from the past seven days to quickly identify root cause without bothering the user.
- Deep Links to Aternity Dashboards – Easily dig deeper by accessing the advanced troubleshooting capabilities of the Aternity console through links back to Aternity dashboards of the alerted device.
This capability is available whether you manage your incidents in the classic Incident Management application or in Service Operations Workspace.
3.1
Introducing the rebranded Riverbed Aternity Incident Integration, which provides several new capabilities:
- OAuth 2.0 Authentication: Users can now utilize OAuth 2.0 for secure authentication, facilitating access to Aternity data and enabling the triggering of remediation actions.
- Customized Remediation Roles: Tailoring to the unique needs of each ServiceNow persona, administrators can now define distinct lists of Aternity remediation actions, enhancing flexibility and user-specific functionality.
In addition, we have implemented the following enhancements to further optimize user experience and operational efficiency:
- User Attribute Binding: Introducing the ability to bind Aternity data to an incident by a custom user attribute, allowing for precise user identification based on unique attribute not predefined in Aternity.
- Aternity data Incident State dependency: Users can now choose to exclude Aternity tabs from incidents in Resolved, Closed, or other specified states, providing greater control over incident visibility and management.
- Action Category Management: Enhancements include the ability to collapse and re-expand lists of remediation action categories, improving navigation and organization within the incident management workflow.
3.0.0
Aternity Incident Integration is now supported as part of the incident view in the Service Operations Workspace. Configure the application to include Aternity data and capabilities in the classic Incident view, or in the Service Operations Workspace incident view, or both.
Additional enhancements and improvements in this release:
- It's now possible to display Aternity tabs for a device other than the most recent one used by the user (when bind by User).
- It's now possible to choose the attribute of the incident computer field in ServiceNow by which you want to match Aternity device to get its data (when bind by Computer).
2.4.0
Introducing the re-branded Alluvio Aternity Incident Integration, which includes the following new capabilities:
- It's now possible to limit the visibility of the Aternity incident tabs to specific roles.
- It's now possible to choose the classes of the Computer type in ServiceNow for which to load Aternity data based on your organization’s needs, when binding by device.
Additional enhancements and improvements in this release:
- Improved domain separation allowing Aternity data to be pulled by the domain of the incident. The settings of the application is kept per domain and it uses the domain in the domain picker at the time of settings changes.
- For incidents created by Aternity (Service Desk Alerts), the Aternity tabs will be populated with data of the alerted device reported by Aternity.
- Enhancement to improve responsiveness increase efficiency and reduce load.
- Improved support for on-premises customers via more flexible handling of the configured Aternity URL.
- Updated branding.
2.3.0
Aternity data can now be added to ServiceNow incidents based on the incident Caller, in addition to the incident Configuration Item. Users can set the incident user field or incident device field by which to get Aternity data in the Aternity application configuration.
Additional enhancements and improvements in this release:
- For better responsiveness, improved the process of retrieving Aternity data during its maintenance time
- Design improvements in Aternity tabs to better support long remediation lists
- Improved "Integration Configurations" error message when failed to validate the URL
2.2.1
Introduce the following improvements and minor fixes:
- Better URL setting validation in the Integration Configuration page
- More optimized usage of Aternity API
- Improvements for remediation workflow
- Improvements to population of Device Events
- Removed duplicated Domain field that appeared on the Remediation Groups List, Remediation List Configurations, and Remediation Logs pages
2.2.0
Added support for remediations in the "Device Overview" and "Device Events" tabs.
2.1.0
Added a timeline to "Device Events" tab to easily visualize correlation between events over time and added a header to "Device Overview" tab to visually highlight some of the important device attributes.
2.0.0
Added “Device Overview” and “Device Events” tabs with Aternity data for each incident whose Configuration Item is a computer monitored by Aternity.
The application is targeted for ServiceNow ITSM product and works with the Incident plugin.