The Assist for ITSM integration is a ServiceNow certified plugin that is available from the ServiceNow store.
WARNING: Assist for ITSM does not support the ServiceNow Next Experience UI, and upgrading to it results in lost functionality with no possible rollback. We recommend remaining on the classic UI to continue using Assist for ITSM without interruptions.
Whether you use ServiceNow's Incident Management or Service Operations Workspace, the single SysTrack Assist for ITSM plugin populates your ServiceNow Incidents with valuable data from SysTrack. Your Incidents also include links to SysTrack Resolve and Prevent. You can toggle between views of live SysTrack data and snapshot data from the time of the incident.
NOTE: In Assist for ITSM version 4.0 and greater, this same functionality is provided in the Agent or Service Operations Workspaces.
These are the key features of Assist for ITSM:
Real-time issue detection shows you the top problems currently impacting the customer with descriptive resolution steps.
One-click automations are preset scripts for resolving the detected issues quickly.
Key endpoint diagnostics provide data on trending digital experience scores and recent software changes for immediate visibility into system health.
A snapshot of system performance at the time of the incident enables technicians to do a full historical analysis quickly and to perform deeper investigations for more complex issues.
Snapshots created for Assist for ITSM are automatically cleaned up 30 days after the related ServiceNow Incident is closed or cancelled, and administrators can optionally disable snapshot creation for new incidents.
The following topics help you install and use this integration: