Automating Service Desk Ticket Creation with Omnissa Intelligence Freestyle Orchestrator Workflow

Omnissa Intelligence integration with ServiceNow or 3rd party connectors is available to customers with Omnissa Intelligence Add-On, Workspace ONE Risk Analytics Add-On, or Workspace ONE Experience Analytics Add-On licenses.

For any IT organization, automation in support ticket creation offers a plethora of benefits that enhance operational efficiency, reduce costs, and improve service quality. This allows an organization to proactively manage their IT environment to prevent issues and improve the overall experience for users and customers. This is a step toward creating strategic, proactive, and efficient IT operations. In this blog post, we will explore how organizations can leverage the Omnissa Intelligence Freestyle Orchestrator to automate service desk ticket creation, streamline workflows, and improve overall service delivery to the end users.

Why Automate Service Desk Ticket Creation?

There are multiple aspects as to why proactively creating service desk tickets for your users and devices is critical in the modern IT organization:

• Business Continuity: Automatic ticket creation allows for a more proactive approach to supporting end users and devices, ensuring business continuity and minimizing downtime.
• Improved Efficiency: Automating the ticket creation process can significantly reduce the time it takes to acknowledge and begin resolving an issue. By eliminating the need for manual ticket entry, issues can be flagged and addressed in a much timelier fashion instantaneously. This rapid response is critical, especially for high-severity issues that can affect productivity or security.
• Consistency: Automation ensures that every incident is logged in the same format, making it easier to manage and analyze.
• Employee Satisfaction: Faster and proactive resolution of issues leads to higher satisfaction among employees as they experience minimal disruptions in their work.

How Freestyle Orchestrator Achieves Ticket Automation

With Omnissa Intelligence collecting a wide range of data and telemetry from multiple different sources, IT organizations can leverage those data points as conditions to automate the ticket creation. Here are some examples of the workflows that can be created:

• Omnissa Intelligence detects that a shared device is at risk of being lost or stolen, a Service Desk ticket is automatically created and assigned to the associated field technician team, along with specific device information and the last known person to use the device to further investigate and track down the device.
• Omnissa Intelligence receives a survey response from an end user indicating their poor IT onboarding experience, a Service Desk ticket is generated for the help desk team to enquire and further assist the user.
• Omnissa Intelligence detects that a specific Zebra device in a retail store location has poor battery health, a Service Desk ticket is created and assigned to the local IT team to procure a new battery for the device and ship it out to the store.
• Omnissa Intelligence detects a mission-critical app crash rate increases beyond a specified threshold, a Service Desk ticket is created and assigned to the app developer to further investigate.

With these different triggers and conditions, Omnissa Intelligence Freestyle Orchestrator makes different API calls to the Service Desk solution endpoints to generate Service Desk tickets.

Integrating with Service Desk Solutions

While Omnissa Intelligence has a built-in integration with ServiceNow, it can integrate with any Service Desk solution as long as they support ticket creation via REST API. Some ready-to-use examples can be found on the EUC Samples GitHub page, including integrations with Atlassian, PagerDuty, and Zendesk, among others.

Follow the steps listed in ServiceNow Integration to enable API communication and use ServiceNow Automation actions.

Figure 1 shows how a workflow can be created to create a ServiceNow incident, in addition to sending to user an email. This allows a help desk team member can reach out to the executive with a device not seen for more than 28 days to resolve the issue.

Figure 1: Intelligence Freestyle Orchestrator Workflow with ServiceNow integration

This is what the ticket looks like after it is created.

Figure 2: ServiceNow incident created from the automation workflow

With ServiceNow, additional integrations can also be made with the Workspace ONE platform. This includes ServiceNow ITSM connector integration, allowing for Workspace ONE UEM actions such as device query, clearing/changing device passcode, and remote assist directly from the ServiceNow console without navigating to Workspace ONE UEM. Additional information can be found here:

• Workspace ONE ITSM Connector Feature Walkthrough video
• Employees are Now Empowered with the ITSM Connector for ServiceNow
• Using the Workspace ONE ITSM Connector for ServiceNow

Custom Connector Examples

Aside from the built-in connector with ServiceNow, custom connectors can be created to make use of Workspace ONE Freestyle Orchestrator Workflows through REST API. Figure 3 shows an example of a JIRA Service Desk API call that can be imported to Omnissa Intelligence via Postman Collection.

Figure 3: An example of an API call that can be imported into Omnissa Intelligence

Steps outlined in Postman to create standard REST APIs walk through how to export an API request as a Postman Collection and import it to Omnissa Intelligence as a Workflow Connector. Figure 4 shows the imported collection.

Figure 4: Imported custom API action to create a JIRA Service Desk ticket

Figure 5 shows a Omnissa Intelligence Freestyle Orchestrator workflow. The workflow will create a JIRA Service Desk ticket whenever Omnissa Intelligence detects that a Zebra device has its battery health level lower than 50% so that the help desk team can order a replacement.

Figure 5: Intelligence Freestyle Orchestrator Workflow with JIRA Service Desk integration

This is how the ticket shows up in JIRA Service Desk.

Figure 6: Corresponding ticket based on the workflow

Summary

Leveraging Omnissa Intelligence Freestyle Orchestrator for automated service desk ticket creation empowers IT organizations by significantly enhancing their operational capabilities. This automation streamlines the management of support tickets, allowing IT teams to focus on higher-priority tasks and strategic initiatives rather than routine troubleshooting. By proactively detecting issues and initiating tickets, IT departments can respond faster to incidents, which minimizes downtime and disruptions. This not only boosts the productivity of the entire organization but also ensures a smoother, more reliable user experience.

For more information on Omnissa Intelligence insights and automation, check out Insights and Automation in the Reference Architecture on Tech Zone.