0
8.6.8
Australia Patch 4, Australia Patch 1, Australia, Zurich Patch 11, Zurich Patch 8, Zurich Patch 7, Zurich, Yokohama Patch 6, Yokohama
Standalone Application
The Proactive Service Experience Workflows application is a key component of our Technology Provider Service Management and Telecommunications Service Management products. This application enhances the Service Operations Workspace by enabling technical support teams to swiftly evaluate the impact of incidents or changes on their customer base. Consequently, technical support can generate proactive cases, interact with customers, escalate common service issues, and more. Additionally, Proactive Service Experience Workflows supports the Trouble Ticket APIs, adhering to TM Forum standards.
In Service Operations Workspace as a ITSM engineering and/or support persona identify the footprint of customer impact by leveraging account data to support visibility inside of Incident and Change Management workflows.
- In Incident Management and Change Management:
- Generate Proactive Cases once initial assessments are made to make customers aware of impact, whether its scheduled downtime or as a result of an outage; auto-resolve those cases when the change is implemented or service is restored
- Communicate bi-directionally Customers inside of Incident or Change Management through the Notify feature, which passes information down to associated cases without ever leaving the record you are working on
- View the Account 360 Dashboard
- Clicking on Account name inside of Service Operations Workspace will give a detailed representation of the account
- Dive deeper into performance analytics indicators and understand how well service is being delivered across a multitude of common KPIs
- Configurable decision based escalation workflows for Incident Management to escalate from L1 to L4 Support
- API Trouble Ticket support
- Diagnostic Framework for Incident & Change
--- AI Generated Release Notes ---
Changed
- The SDWAN application files have been migrated to Telecom Core. All decision tree test files and related data have been moved, and SDWAN flow tests now run within the core app. The plugin name has been updated, and build errors have been resolved. The Fluent SDK framework is now used for the migrated files, with Jest and Mocha test runners integrated for both legacy and new code paths.
Removed
- SDWAN-specific files, including decision multi result and decision question files, have been removed from Telecom Core. Test files that are no longer relevant after the migration have also been deleted.
Dependencies
- Major Issue Management (sn_majorissue_mgt) - Version 4.0.0
- CI Class Manager (sn_cmdb_ci_class) - Version 1.86.2
- Telecom, Media, and Technology Core (sn_ind_tsm_core) - Version 6.6.2
- Customer Service Case Types (sn_csm_case_types) - Version 4.3.1
- API Notification Management (sn_api_notif_mgmt) - Version 4.1.1
- Technology Product Support (sn_tech_support) - Version 4.3.6