Please join us for the second group event for 2022.
In this session Ashton from QUT will show us how to create email template such that form owners are able to manage the contents themselves without needing to involve the ISM administration team.
Following that will be Gary from Ivanti showing off ISM's latest upcoming feature called automatic ticket classification which uses machine learning to help Agents classify tickets.
We'll then hear from Tristan at USQ about how he's integrated ISM with Office 365 via the Graph API to allow for automatic O365 Group synchronisation with ISM team membership.
After that we'll hear from Garry at Victory University who will talk about their implementation of Enterprise Service Management (ESM) in ISM. Garry will step us through the use of a custom module that serves as a control panel through which they configure and manage a number of ESM features.
This will lead us into our roundtable discussion which will be open to the whole group. The topic is: "Self service....how do you do it?" We look forward to getting input from everyone on how you do Self Service. What works, what doesn't, and what you've learned.
Wednesday, June 22, 2022 3:00 AM – 5:00 AM UTC
Introduction and welcome
Welcome new and existing members
How to allow form owners to manage their own email templates
The ability to allow teams to manage email templates themselves gives them a sense of control and ownership. This is a secure way to achieve that.
Automatic ticket classification
Gary from Ivanti will demonstrate a new feature coming to ISM called automatic ticket classification.
Manage Office 365 group from ISM automatically
How to automatically add ISM team members to O365 groups via Graph API using ISM's Web Service Integrations
Enterprise Service Management (ESM)
Garry from Victory Uni will demonstrate a custom module they use to administer their ESM setup.
Open to the whole group for input and discussion.
Topic: Self service....how do you do it?