ITSM API Integrations and pre-requisites

Flavours of ITSM Integrations: 

1. API integration to raise a ticket in the ITSM

As a platform administrator, one of the common concerns is what to do if a self-help solution from an offline agent or self-service portal fails to address the user’s issue. While responding with a “No” helps to gauge the solution’s effectiveness, it does not address the end-user’s problem. 

To address this concern, administrators can incorporate an integration that automatically generates a ticket on behalf of the user in their IT help desk whenever the user responds with a “No”. This integration will include details such as the solution that was attempted by the user, the number of steps followed, and the user’s feedback. 

By utilizing this integration, the specific issue will be raised on behalf of the user in a single click and addressed through the organization’s conventional incident/SR management method.   

2. API integration to create and close a ticket in the ITSM

For large enterprises with a significant number of end-points, managing multiple platforms such as Anakage, IT help desk, ITAM, and SCCM can be challenging for administrators. In such cases, analyzing and improving platform usage, as well as calculating return on investment, can be a cumbersome task, and decision-makers may request the administrator to reflect the platform’s usage in terms of IT help desk tickets or directly in the IT help desk system. 

To address this concern, administrators can utilize this integration to create and close a ticket automatically when a user responds with “Yes” after utilizing a self-help solution provided by the Anakage platform. This way, the IT help desk system can have real-time data on the number of tickets or issues that were automatically resolved by the Anakage platform’s self-help module.

3. API integration for NLP Based Auto-Solution Firing From ITSM

Upon the submission of a ticket by the end-users via the IT help desk (ITSM) system, for the purpose of addressing an issue or requesting a service such as software installation, the Natural Language Processing (NLP) based auto-solution firing module from Anakage is triggered to initiate the appropriate solution on the end-user’s device. 

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