Hello AutomationEdge Community,
My name is Emmanuel Katto. I am currently working on a project to enhance the efficiency of our service desk operations using AutomationEdge. I have a few questions regarding the implementation of automated ticket resolution for common issues.
- How can I effectively identify the most common issues that our service desk encounters so that I can target automation efforts appropriately? Are there specific metrics or data sources within AutomationEdge that I should analyze to prioritize these issues.
- Once I’ve identified these issues, what is the best approach to create workflows for automating ticket resolution? Can anyone provide guidance or examples on how to structure these workflows in AutomationEdge, particularly for scenarios involving multiple systems (e.g., email, chat, or internal applications)?
- I want to ensure that the automated resolutions work seamlessly with our existing ITSM tools. What integration capabilities does AutomationEdge provide, and what steps do I need to take to connect AutomationEdge to our ticketing system (e.g., ServiceNow, Jira) so that tickets can be automatically updated or closed?
- After implementing these automated workflows, how can I effectively monitor their performance? Are there specific dashboards, reports, or metrics within AutomationEdge that I should utilize to track the success of the automation efforts and identify areas for improvement?
Any insights, tips, or resources that you could share would be greatly appreciated!
Thank you for your help!
Best,
Emmanuel Katto
