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- Service Request
- Incident
- Problem
- Change Request
- Task Ticket
- Configuration Item
- Knowledge Article
Bulk Upload
ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) offers Bulk Upload of few entities mainly to perform synchronization operations with the third-party sources. Bulk upload can be used to insert new data, update existing data or delete outdated data to keep the data in the application current and valid.
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- Configuration Item
- Asset
- Model
- Software
Categorization
CSM Intelligent Service Management offers categorization levels for enhanced classification. It also provides up to four levels of classification for tickets, configuration items, knowledge articles, and so on, using a Class, Category, Type, and Item categorization.
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- Service Request
- Incident
- Problem
- Change Request
- Task Ticket
- Configuration Item
- Knowledge Article
Change Request
CSM Intelligent Service Management includes an ITIL-based Change Module that allows your Help Desk to evaluate, prioritize, plan, test, document, and implement change requests throughout the organization.
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The Configuration Management Database (CMDB) within CSM Intelligent Service Management is considered the cornerstone of IT Service Support, providing a centralized view of IT data that is essential to delivering consistent, reliable, effective, and efficient service to your business customers.
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The operations for the associated child/sub entities are currently not implemented and can be provided in a future release. The operations to query or update custom fields that are associated with a configuration item are also not supported.
Contact
CSM Intelligent Service Management manages and tracks your contacts; end users who are submitting tickets requesting technical support, employees, or agents that troubleshoot and solve end-user problems.
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Repeatedly required predictable information needs can be met with Defined Searches. The CSM Intelligent Service Management Administrator can predefine search criteria. This behavior lets Service Desk Analysts can get the most useful search results. Access rights for the Predefined search can be set for multiple groups, roles, and Individuals.
The defined search entity can be queried, and executed using the Service Desk WS API. Users must have access privileges to perform the predefined search.
Incident
CSM Intelligent Service Management includes an ITIL-based Incident Management module, with pre-packaged workflows, which allows you to identify, register, prioritize, categorize, and track Incidents reported to your Help Desk.
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Member | Description |
|---|---|
Worklog | The worklog is used to track the actual work and progress made against a particular incident ticket. |
Communication | All the incoming and outgoing communications related to the incident ticket. |
Attachment | Attachments are files that users have uploaded and attached to a parent entity. |
Configuration Item | The configuration item associated with the incident ticket. |
Related Tickets | Related Tickets describe the relationships established between multiple tickets dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. |
Activity | The activity entity contains historical information about changes that have been made to an incident ticket. The activity entity is read-only via the API. The list call supports activity. |
SLA Compliance | Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the incident ticket. |
Knowledge Article
The CSM Intelligent Service Management Knowledge Management module improves the quality of decision making made by staff, and management. The module helps to ensure, that reliable and safe information is available to resolve service issues.
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The organization entity can be queried using the Service Desk WS API.
Problem
CSM Intelligent Service Management includes an ITIL-based Problem Management module to help you identify the underlying cause of service issues. This module lets you implement corrective actions to prevent recurrences and eliminate the impact of these issues on the business.
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The detailed information for one or more support group entities can be queried using the Service Desk WS API.
Service Request
CSM Intelligent Service Management lets you publish a catalog of common requests for IT and non-IT services. Service Catalogs leverage the routing capabilities, approvals, service-level management, and other features within the application necessary to fulfill a request.
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The Web Service API can query the detailed information for one or more support group entities.
Task Ticket
CSM Intelligent Service Management lets you divide work that is related to service requests, incidents, problems, and change resolution into individual components. The individual components are assigned to different groups or individuals.
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Web Services Communication
CSM Intelligent Service Management lets enables you and your team communicate with internal and external customers using web submittals, email, and phone. Communications Management in Cloud SM provides a consistent and professional mode of messaging from your Service Desk to your end users and customers.
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