Total efforts saved per execution: 5 minutes per ticket
Execution Interval: every 15 minutes
Tool: UiPath

As the name suggests, the process, of monitoring the Information Technology Service Management (ITSM) tools such as ServiceNow and BMC Remedy, was automated. The list of Level 1 and Level 2 support team members was made configurable.

The process involved fetching all open tickets from the tool by extracting them using the data scraping feature of UiPath. The fetched list was then checked for the group and sub group to which the ticket belonged. Using the particular combination of group and subgroup, next available support person's details were fetched from configuration file and the ticket was ultimately assigned to the respective person. Service Level Agreements (SLAs) were adhered to and the respective ticket was given first priority.

There were reports being sent out at predefined time intervals of 30 mins, 1 hour or 2 hours once as per the requirement. This requirement was also configured such that this could be modified easily without editing the code/design of automation. The reports contained the list of incidents/Service Requests processed along with assigned names to it.