Solutions


YAMMER INTEGRATION WHEN EFFECTIVE AND TIMELY INFORMATION BROADCAST IS MISSION CRITICAL TO BUSINESS CONTINUITY

YAMMER INTEGRATION

  • In ServiceNow, you can easily map the Business Service for the corresponding Yammer Group by adding and validating the details of Yammer Group. This mapping will be one to one.
  • And you can define the templates as well for the tickets(Incident/Problem/Change Request) which will be created by Yammer.
YAMMER INTEGRATION
  • End-user can raise a ServiceNow Tickets (Incident/Problem/Change Request) via Yammer.
  • End-user can raise a ServiceNow Tickets (Incident/Problem/Change Request) on behalf of another user as well via Yammer.
  • End-user can send additional comments to ServiceNow Tickets (Incident/Problem/Change Request) via Yammer.
  • End-user can fetch the details of ServiceNow Tickets (Incident/Problem/Change Request) via Yammer.
YAMMER INTEGRATION

  • End-user can follow/unfollow ServiceNow Tickets (Incident/Problem/Change Request) via Yammer to receive/stop the updates of SN Tickets.
  • End-user can raise ServiceNow Tickets (Incident/Problem/Change Request) containing the conversation of chat as well via Yammer.
  • End-user can add/remove himself to/from the watch-list of ServiceNow Tickets (Incident/Problem/Change Request) via Yammer to receive/stop the updates of SN Tickets.
  • On Yammer, there will be P1/P2 announcement if priorities of ServiceNow Tickets (Incident/Problem/Change Request) will change to High/Critical.
  • On Yammer, there will be posted digest report of ServiceNow Tickets (Incident/Problem/Change Request) periodically.
YAMMER INTEGRATION
  • Tickets created via Yammer will be having the mapping of defined Business Service and contact type will be Yammer. The caller field will be mapped based on who created a ticket from Yammer.
  • Updates/Changes on these tickets will broadcast to Yammer on the same thread/group.