Mobile alerting with tracking & escalation for BMC Helix
This document will provide the reader with information on how to integrate the SIGNL4 with the digital service management platform BMC Helix ITSM (formerly BMC Remedy). After consulting this document, the reader should have a clear understanding of how Helix and SIGNL4 will interact with each other.
How it Works
BMC Helix ticket information will be sent to the SIGNL4 team via email.
Emails sent upon ticket creation alert SIGNL4 team members
Staff can acknowledge and take ownership for critical incidents that occur
Communicate within an alert to address a problem
Alerts are escalated in case of no response
On-call scheduling to alert the right people at the right time
And much more!
Tickets and Incidents in BMC Helix are sent to the SIGNL4 app
Event categorization, routing and automated delivery
Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty
HOW TO INTEGRATE In our example we are going to be assigning a ticket to a user with the SIGNL4 team email address.
First, you will need to create a SIGNL4 user. This user’s email address should be the team specific email provided when creating the SIGNL4 account.
Then assign tickets to this user to generate an email to the team. On-call duty members will receive Push, SMS and Voice calls alerting them of the ticket creation. Users can acknowledge and close the alert within SIGNL4 but will need to also do the same in Helix.
Additionally, you can escalate tickets to the SIGNL4 team by using the Email System Option. When viewing an open ticket, click on Email System and create an ad-hoc message to be sent to the on-duty SIGNL4 members. This can also be done from the assignee’s inbox. For instance, if the assignee of the ticket needs to alert the SIGNL4 team of the ticket details, they can simply forward the email they received to the team specific email address.
On-duty team members will be alerted via Push, SMS and Voice calls of the new ticket assignment.
ALERT OPTIMIZATION SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.
Change alert color and override title + text
Override text, colors and titles are triggered by keywords set within the mobile app.
Functional Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.