Workflow Automation

Vivantio Service Desk is already very flexible and includes some excellent workflow automation features such as automatic incident and problem escalation. You can configure these features yourself within the system administration area.

If necessary, workflow automation can be taken a step further with custom scripts working behind the scenes to provide even more flexibility and control, triggering actions based on criteria you specify.

Custom scripts offer a huge range of possibilities for streamlining common tasks and reducing the amount of time you spend managing information.

Examples include:

• Assigning incidents to different teams based on incident category
• Setting priority dependent on equipment, fault type or impact analysis
• Monitoring workload and re-distribute incidents to free personnel
• Emailing end users/customers with relevant self-help information
• Emailing a customer satisfaction survey when an incident is closed

Custom scipts are implemented by our experienced consultants and partners, working closely with you. Costs depend on the scope of work.

Custom scripts can also be used to integrate Vivantio Service Desk with your existing systems, see Integration