1. Predicitive Intelligence based solution to predict the right assignment group and a best fit support engineer for an incoming incident or service request based on historical ticket data
2. Automated prediction of outages and automated tagging of similar incidents under a parent Major Incident if available or the oldest amongest the similar incidents is promoted as the parent
3. Assignment of tickets (Incidents & Service requests) to agents based on their availability and skill, abiding to Round-robin algorithm
4.Ability to create/update shift rosters either via ServiceNow On-call scheduling or through a manual upload of csv file via Service Catalog
5.System Property driven solution
1. Assignment of engineers based on various parameters (Level of Engineer (L1, L2, L3), skillset and Availability)
2. Dynamic auto Assignment of tickets based on machine learning
3. Load balanced & skill based ticket assignment
4. Outage detection and tagging of similar incidents under an exisiting Major incident or any other similar incident
5. Ability to upload custom shift roster or the roster could be taken from on-Call Schedule if available in the instance
1. Automated Ticket Assignment based on incoming ticket short description
2. Outage detection and similar incident tagging under an existing major incident or any other similar incident
3. Ability to take shift roster from On-Call Schedule module if available or custom roster could be uploaded for the application
4. Ability to route Critical Incidents (P1 and P2 incidents) to Level 3 engineers only
1. Predictive Intelligence and Predictive Intelligence for Flow Designer plugin to be enabled on the instance
2. An updated CMDB for Outage Detection
3. Minimum of 25K+ records available for Incident and Service Request each
4. Delivery Engineers to be added to L1, L2 and L3 Support Level groups ( To be created manually during application deployment )