ITOps
ITOps
Flow Automation Highlights
Child Ticket Closure in ServiceNow: Mindflow automates the closure of child tickets in ServiceNow following the resolution of a parent ticket. Manually managing this requires checking each parent ticket for child tickets and closing them individually, a repetitive task prone to human error. Automation ensures no child ticket is overlooked, improving compliance with ticket-handling procedures and operational efficiency.
Confirmation via Microsoft Teams: Mindflow sends a confirmation request to the security team to close child tickets. When done manually, this would require separate communications, increasing the time to resolution. Automated requests through Teams ensure timely approvals and maintain a log of all actions taken, keeping the process within a single communication platform.
Excel Log Updates: Mindflow updates an Excel table to reflect the changes made to ticket statuses. Manual updates to tracking tables are time-consuming and can lead to outdated or inaccurate records. With automated updates, record-keeping is accurate, up-to-date, and requires significantly less administrative effort.
Orchestration Toolbox
ServiceNow: ServiceNow is the core tool in this use case for managing the ticket lifecycle. It is used to create and close tickets and retrieve and check the status of related child tickets automatically. This eliminates the manual process of navigating through ticket hierarchies to close child tickets, which can be time-consuming and error-prone.
Microsoft Teams: Microsoft Graph for Teams sends automated notifications and confirmations to the security team within Microsoft Teams. This replaces the need for manual communication or email follow-ups to confirm ticket closures, streamlining the process and ensuring that all stakeholders are promptly informed within the collaborative workspace.
Microsoft Excel: Microsoft Excel maintains a log of ticket statuses. Mindflow automates updating this log, which would otherwise require manual data entry. This automation ensures that the log is always current and accurate, providing reliable data for reporting and analysis without the manual overhead.
