Operations & Facilities ManagementPurpose
1.2. Standardize technician dispatch, service documentation, and periodic maintenance reminders for seamless operations.
1.3. Maintain audit trails, automate escalation for overdue tasks, and ensure compliance and optimal asset uptime with digital logs.
1.4. Centralize communication between front-line staff, maintenance teams, vendors, and management for equipment-related incidents or scheduled service.
Trigger Conditions
2.2. IoT sensors detect issue and send alert (e.g., temperature anomaly, motor failure).
2.3. Scheduled maintenance due based on time/calendar or usage metrics.
2.4. Ticket status changes (e.g., unassigned overdue, completed, escalated).
Platform Variants
3.1. ServiceNow
• Feature: REST API Ticket Creation—Configure POST to /api/now/table/incident
• Setting: JSON payload with equipment ID, description, priority
3.2. Salesforce Service Cloud
• Feature: Case Object API—Configure Case trigger with endpoint /services/data/vXX.0/sobjects/Case
• Setting: Automate record creation from form or IoT alert
3.3. Zendesk
• Feature: Ticket API Endpoint—POST /api/v2/tickets.json
• Setting: Map form/app fields to ticket fields
3.4. Jira Service Management
• Feature: Issue Creation REST API—POST /rest/api/2/issue
• Setting: Map machine IDs and assign custom fields
3.5. Freshservice
• Feature: Ticket API—POST /api/v2/tickets
• Setting: Add automation for state and group routing
3.6. Ivanti ITSM
• Feature: Web Service Integration point—CreateTicket operation
• Setting: Add workflow for assignment and notification
3.7. UpKeep
• Feature: Work Order API—POST /api/v2/workorders
• Setting: Map equipment tag and location for asset tracking
3.8. Fiix
• Feature: Maintenance Request API—POST /api/v2/maintenance_requests
• Setting: Pull sensor data or incident form inputs
3.9. Limble CMMS
• Feature: Work Request API—POST /api/workrequest
• Setting: Configure triggers by asset category
3.10. PagerDuty
• Feature: Events API v2—POST /v2/enqueue
• Setting: Alert on critical sensor events or unassigned tickets
3.11. Slack
• Feature: Incoming Webhooks—Configure POST to channel
• Setting: Notify maintenance teams of new/updated tickets
3.12. Microsoft Teams
• Feature: Adaptive Cards/Connector—Push ticket updates
• Setting: Trigger on workflow state change
3.13. Twilio
• Feature: SMS Programmatic Send—Messages API
• Setting: Alert on ticket escalations or completed maintenance
3.14. SendGrid
• Feature: Email API—Transactional Template Send
• Setting: Email technicians assignment details or completion receipt
3.15. Gmail API
• Feature: Automated Compose & Send—Users.messages.send
• Setting: Daily ticket summary or overdue notifications
3.16. Google Sheets
• Feature: AppScript/Sheets API—Log ticket data automation
• Setting: Sync ticket data for analytics or reporting
3.17. Airtable
• Feature: REST API Base Update—PATCH /v0/{baseId}/{tableIdOrName}
• Setting: Track ticket status and escalate overdue entries
3.18. Monday.com
• Feature: Boards API—Create item trigger
• Setting: Build custom ticket workflows per asset type
3.19. Asana
• Feature: Tasks API—POST /tasks
• Setting: Assign and update technician work from ticket events
3.20. Trello
• Feature: Cards API—Automated Card Creation
• Setting: Visualize ticket queue and progress per team
3.21. HubSpot Service
• Feature: Tickets API—POST /crm/v3/objects/tickets
• Setting: Automated creation on guest/staff report form submission
3.22. SAP Field Service Management
• Feature: Service Call API—Create from IoT or staff input
• Setting: Integrate with ERP for inventory/parts tracking
Benefits
4.2. Ensure compliance and safety standards via digital logs and reminders.
4.3. Improve asset life and reduce costs with preventive automation.
4.4. Enhance transparency and accountability throughout incident lifecycle.
4.5. Enable real-time analytics for management through integrated platform logs.
4.6. Streamline communication and reduce manual coordination for all involved parties.