Mobile alerting with tracking & escalation for OTRS
Why SIGNL4
OTRS is a cloud-based ticketing system. This tool is perfect for call centers and help desk to take incoming calls and log them in the portal. The monitoring dashboard gives a great overview of your setup but where SIGNL4 comes in is at the alerting level. Currently OTRS will send an email to specified parties when a new ticket is raised. SIGNL4 allows for those emails to be directed to the right people at the right time. With on-call duty scheduling and a tiered escalation to a manager, SIGNL4 ensures that the email will not be lost in a sea of emails.
How it Works
SIGNL4 team email address establishes connection with OTRS to enable mobile notification and alerting capabilities for operational and network teams.
Integration Capabilities
- Forwards OTRS ticket information to SIGNL4 for mobile alerting
- Uses SMTP email to connect to your SIGNL4 team
- Staff can acknowledge and take ownership for critical events 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
Scenarios
- Call Center
- Helpdesk
- Ticket handling
Tickets and Incidents are sent to SIGNL4
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 forward OTRS ticket via email to the SIGNL4 email address. This will alert all team members on duty via Push, SMS and Voice notifications.
SIGNL4 is a mobile alert notification app for powerful alerting, alert management and mobile assignment of work items. Get the app at https://www.signl4.com
Prerequisites
A SIGNL4 (https://www.signl4.com) account
An OTRS (https://otrs.com/) account
In order to keep the current workflows and processes already set within OTRS, we are going to simply create a new user and designate the SIGNL4 team email address as the notification delivery address.
From the admin panel, select Add Agent.
Populate this user with the SIGNL4 team email address. For the purposes of forwarding ticket information, the username and password are not important but must be populated. Be sure to enter the SIGNL4 team email address in the *Email field.
Now when the helpdesk takes an incoming call, they simply need to select the SIGNL4 Team as the user to be assigned to the ticket. This will then notify all on-call team members of the new ticket. They will receive the information entered in the ticket as well as a link to the ticket within the OTRS portal.
This will then send all tickets and raised alerts to the SIGNL4 team.
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.