Service Flow has brought a concept of conversation to ITSM integrations.
Conversation is an overview of a single tickets lifecycle between all connected endpoints. This view helps the administrators to rapidly see how, when and by whom the ticket has been updated.
Usually when integration is built, it is mainly developed to relay messages. That means that mappings and translations can only be done with the information that the updated message includes at the time. With conversation attribute we at Service Flow bring “a memory” to your integration.
Let me give you a typical example.
Let’s assume that a company A has outsourced its SAP support to Vendor X. Company A’s support receives a ticket that a user is unable to print from SAP system. Ticket is assigned to a local support team and local support visits the user’s desk to check the printer. No solution is found so the support person assigns the ticket to SAP support that is handled by vendor X. Ticket is created to vendors system via integration and automatically assigned to a correct group. Now the vendor after an inspection wants to assign the ticket back to the group that it was originated from. Typically that info is not anymore present in customers system nor is it stored to vendors system. So how to solve this?
What if every time customer assigns a ticket to a vendor, we would save the original assignment group to a conversation attribute in Service Flow? Then when vendor assigns the ticket back, we could use that value in the update to be able to assign the ticket to the original assignment group in Customer A’s system. Easy, Simple, Understandable. Right?
And this all by configuring. Naturally… 😉