Administrative & OperationsPurpose
1.2. Ensure incidents (hardware failure, network issues, exhibition tech malfunctions) are reported, tracked, and escalated without manual intervention.
1.3. Streamline automating communications between staff, IT teams, and third-party support providers for issue resolution and service continuity.
1.4. Automate classification, categorization, and prioritization of IT incidents to minimize downtime and maximize heritage asset preservation.
Trigger Conditions
2.2. Automated escalation upon breach of SLA or unresolved status after a set period.
2.3. Automated update from systems monitoring tools detecting performance issue or downtime.
2.4. Manual or automated assignment of tickets based on category, urgency, or asset type.
Platform Variants
• Feature/Setting: Incident Management API; configure endpoint for automated ticket creation and escalation workflows.
3.2. Zendesk
• Feature/Setting: Tickets API v2; automate ticket creation and status transition via POST/PUT endpoints.
3.3. Freshservice
• Feature/Setting: Automated Ticket Routing (Orchestration Center API); configure webhook triggers for ticket prioritization.
3.4. Jira Service Management
• Feature/Setting: REST API for Issues; automate issue creation, assignment, and workflow transition.
3.5. Salesforce Service Cloud
• Feature/Setting: Case Automation via Flow Builder and REST API; setup automated case creation and assignment.
3.6. BMC Helix ITSM
• Feature/Setting: REST API for ticket management; create automations for incident logging and escalations.
3.7. ManageEngine ServiceDesk Plus
• Feature/Setting: API V3; set up triggers for automated ticket creation, updates, and escalations.
3.8. Ivanti Service Manager
• Feature/Setting: Automation Platform; connect workflow triggers to the Service Request API.
3.9. Cherwell Service Management
• Feature/Setting: REST API for Incident Automation; automate record creation and prioritization.
3.10. SysAid
• Feature/Setting: Service Desk API; automate incidents from email, monitoring alerts, and escalation rules.
3.11. SolarWinds Web Help Desk
• Feature/Setting: Email-to-Ticket Automation, Web API; auto-create tickets and escalate by status rule.
3.12. Spiceworks
• Feature/Setting: Ticket API and Email Parser; automate ticket entries from monitored inboxes and plugins.
3.13. Kayako
• Feature/Setting: REST API; trigger automated ticket operations from third-party integrations.
3.14. GLPI
• Feature/Setting: API for Ticket Creation/Update; connect automator flows to log and escalate issues.
3.15. OTRS
• Feature/Setting: Ticket APIs and Process Management; setup automation of ticket lifecycles and escalations.
3.16. HubSpot Service Hub
• Feature/Setting: Tickets API v3 and Workflow Automation; auto-create and route support tickets.
3.17. Zoho Desk
• Feature/Setting: Automated Workflow Rules, Tickets API; set auto-creation from monitored channels.
3.18. Intercom
• Feature/Setting: Conversation-to-Ticket Automation; configure automator rules for escalation.
3.19. Slack
• Feature/Setting: Workflow Builder, Event Subscriptions; automate ticket creation with slash commands or forms.
3.20. Microsoft Teams
• Feature/Setting: Power Automate + Teams Connector; automate notifications and ticket creation from chats.
3.21. PagerDuty
• Feature/Setting: Incidents API; automate escalation policies and integrations with incident triggers.
3.22. Opsgenie
• Feature/Setting: Alerts API; automate IT alert-driven ticket creation and escalation events.
Benefits
4.2. Automation reduces manual intervention, minimizing human error and ensuring escalations occur without delay.
4.3. Enables automatable compliance with SLAs for technology uptime crucial to exhibitions and collections.
4.4. Automating cross-platform integrations ensures robust tracking for audit trails in heritage preservation.
4.5. Supports automated prioritization—mission-critical issues affecting heritage artifacts receive immediate attention.
4.6. Automates documentation for knowledge base updates and continuous incident trend analysis.