Configured Out of the Box with ISM Integration Parameters from Superadmin console for Primary connector and configurable by the Tenant Administrator for a secondary connector.
Supports impersonation, All actions will be performed as logged in User.
OOTB skills are available for all 4 ticket type with Impact, Urgency, Status - Static List
Priority - Dynamic, Category - Text Field(Populated as default in the skill).
Updating Status is Static.
Group, Assigned Individual is dynamic.
Worklog type is a list (Client Viewable or Internal)
View Ticket/KB Article URL is formed using the configuration base URL and for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article.
Keyword searches the Symptom and cause fields using DB search.
150 Create request skills. Requires custom attributes and the respective category in ISM to be loaded.
Available for Status-based and Conditional follow-up.
Transfer to agent without ticket create option.
Default Sync on the configuration as Primary connector only contacts no group from ISM (No configuration or mapping available).