Service Express manages Hardware issues in the datacenter so you don't have to. Issues are quickly resolved with SLA's of 4 or 8 hours, reducing costly downtime and outages. With our new integration, you can now open and update hardware incidents from your ServiceNow instance and the integration will automatically detect if they're under contract and assign to Service Express for resolution using a new REST API.
Service Express maintains your datacenter hardware with a 30 minute callback SLA and 4-8 hour resolution SLA's depending on accout type.
The ExpressConnect Incident integration connects the Express Connect API to your ServiceNow instance for a 2-way incident sync so you can take advantage of the fast SLA's within your own instance.
When you open incidents, the integration automatically checks to see if equipment is under contract and automatically assigns them to Service Express for resolution over the API. You don't really need to worry about training your staff on alternate processes, the integration is flexible and automated enough to slot right into your existing process.
- 2-way Incident Syncing
- Real-time data center monitoring & maintenance
- Insert Unmatched CI's under contract if not found in the CMDB
- 2-way sync of comments and attachments
- Guided Setup walks you through flexible configurations, mapping, and imports
Version 1.1.6
- Fixed a bug where comments on incidents with multiple lines could not be posted to the ExpressConnect API due to an invalid POST body error. Now before posting comment data, the comment text will be JSON encoded to ensure it will be valid for the POST body.
- Updated the Service Express Ticket Transform Map onBefore script to handle either ticket status of "Cancelled" or "Canceled".
- ServiceNow ITSM
- ServiceNow version Tokyo or newer