Overview
The timely resolution of problems and service requests is a fundamental requirement of any service assurance system. The Network Connector for Remedy ARS delivers a ready-to-run, bi-directional integration between the Network Fault Management solution and the Remedy Action Request System (ARS). The integration provides time-saving workflow automation to accelerate service restoration and unify alarm management.
Trouble tickets can be viewed by impact, priority, service, business process or customer. Escalation procedures can also be automated. Once a problem is resolved, associated Network Fault Management alarms and trouble tickets in Remedy are both automatically cleared. The result is better communication between the operations center and the service desk.
Enterprises and service providers alike have found that they can dramatically reduce the number of trouble tickets generated, and shorten the time to close trouble tickets through advanced root cause analysis. One customer achieved a 50% reduction in the number of trouble tickets and a 90% reduction in the time to resolve a ticket. It all adds up to a cost effective way to automate work flow, deliver actionable information and improve communication.
Features
Advantages
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Integration with Network Alarm Notification Manager to provide policy-based alarm filtering, assignment and escalation
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Automatically generate trouble tickets for detected problems, and automatically clear alarms as trouble tickets are closed
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Correlate trouble ticket IDs to Network Fault Management alarms
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Manually submit trouble tickets when desired
Benefits
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Automatic updates as problems are resolved
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Quickly and efficiently deliver actionable information based on time, day, week or month
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User intervention is minimized, resulting in a more efficient workflow process
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Real-time visibility into the current status of problem conditions
