Alerts & follow-up · Service Automation Suite
Another alert is not a resolution. Service Automation Suite turns a signal into targeted action, with context, the right owner and feedback on the outcome.
Sound familiar?
The alert names a device but not its customer, owner or impact.
Service Automation Suite enriches a PRTG alert, for example, and creates a ticket with the agreed fields in TOPdesk, for example.
The handler can start resolving instead of investigating context.
The same problem creates new work repeatedly.
Service Automation Suite recognises repeated signals using your criteria and updates the existing ticket or starts another route when impact changes.
Less noise, with attention on what actually changes.
The alert clears, but the ticket stays open or closes too early.
Service Automation Suite links recovery to the earlier action and applies your verification and closure rules.
Monitoring and service delivery stay aligned on the same outcome.
Connecting your tools
Service Automation Suite combines PRTG alerts with Intune data and your customer and asset records, for example. Rules for impact, repetition and ownership determine the next ticket or action.
Not a solution only its builder understands. Together, we define data relationships, mappings and rules for reuse in future processes. We agree who tests and maintains them so a colleague can take over.
Your process leads
Other tools? We review the capabilities, APIs and permissions in your environment. Your existing systems remain where you work.
From plan to delivery
The integration is one part. The surrounding agreements make it work.
Without context and an owner, an alert stalls. We combine it with the right asset, responsible team and agreed next action. Checking feedback is part of configuration, not just creating a ticket.
Start with one useful signal. Together, we define when action is needed, which repetition to recognise and when a person reviews it. We test that before expanding.
Start with what is stuck today
Show us one alert and the follow-up you need. Together we can identify the context, decision rule and feedback required.
From question to execution
Monitoring detects the technical signal, but translating it into an effective service process often requires manual triage.
Service Automation Suite enriches monitoring events with context and creates incidents or follow-up actions in TOPdesk in a controlled way.
Faster follow-up, consistent records and less manual triage.
Your process leads. The tools can vary. We configure connections around the capabilities and permissions in your environment.
Explore all integration examplesOne foundation. More possibilities.
An extra ticket only helps when its context is correct, the right party acts and you can see whether the deviation was resolved.
Connect the signal to the device, owner, customer and service. Reuse central relationships when tools supply different identifiers.
Apply rules for recognising repeated signals and updating existing tickets. Not every event needs to become a new task.
Combine technical information with priority and risk rules. Request assessment when the available data does not support an appropriate next action.
Route to a team or supplier with the necessary context. Connect manual tasks and system actions to the same process.
Process confirmations and keep errors, missing updates and open actions visible. Agree when a ticket can actually close.
Relationships, mappings and process agreements have a recognisable place in the same environment. Colleagues can follow configuration and processing without first reconstructing the original builder’s personal approach.
Your process keeps evolving after go-live. Handle an extra field, changed owner, new exception or small workflow change from the same foundation: adjust it, review the impact, test it and track processing. Agree who manages it, who reviews changes and when our support is needed.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
A supplier closes its ticket while internal verification or user confirmation is still missing.
An employee receives a replacement device. The old asset, new record and open service or security tickets must remain connected.
A source request can succeed while data is missing, differently coded or not yet fully retrieved.
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Build it yourself: explore the technical approachNeed to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
