VOSS-4-UC regularly synchronizes with the ServiceNow solution, and then loads new service requests into the Inbox. These requests are filtered – those that are in an Open (unresolved) status and are in the service request Catalog are then scheduled for processing. The Inbox also provides a convenient view, with filters and ability to search and sort, to view the list of requests made from ServiceNow.
The list of requests that are supported on the deployment. These typically represent the list of common service requests made through the existing service desk which are then configured into VOSS-4-UC. The latter involves mapping the relevant tables and information fields on the ServiceNow side with those within VOSS-4-UC.
Once identified, requests are scheduled and processed – invoking VOSS-4-UC workflows. Note that each workflow may provision several parameters and devices within the UC service.
Once complete, a service request is updated (status) to Closed and a relevant status stamp made – aside from a status update this might include additional information provided during the provisioning action (such as a telephone number assigned to a new subscriber).
Communication between the ServiceNow and VOSS-4-UC takes place over a secure HTTPS connection and across a Restful API.
All service requests that are processed are recorded in the VOSS-4-UC Transaction Log – providing an audit trail for reporting purposes. Should a request fail then this is rolled back and again recorded in the log to provide full visibility.
Where service requests are made for billable changes, these may be reported dynamically and automatically northbound into a suitable billing platform for timely and accurate raising of charges. This capability requires the VOSS NBI.
Access to VOSS-4-UC is controlled using secure credentials. Access to the Inbox is controlled through VOSS-4-UC RBAC.
Diagnostics and reporting
Transaction Log shows provisioning action from individual service requests. Inbox shows status and information on each request.