SOFI - Service Agent Assistant

 Please note that this may have licensing implications.  Please discuss with your account manager if you are unsure if you have full access.

AI Prompt - Single shot LLM Classification/Prompting

 Intelligent Routing offers Administrators of Servicely a means to automatically route tickets to Agents within Assignment Groups based on pre-defined logic.  Intelligent Routing Rules can be created to automatically assign tickets using a number of different Routing Rules, including Intelligent Routing supports additional configuration options to provide flexible and dynamic routing of tickets, including Servicely User Records include a Selectable for Assignment flag that can be taken into consideration when performing Intelligent Routing.

Intelligent Routing

Reference Filter

Intelligent Automation

Out of the Box - Available without modifications from a fresh install of Servicely

OOTB

CMDB

SOFI - System of Intelligence

Servicely Docs

Servicely product documentation including out-of-box configuration

What is IT Service Management?

Ticket management

ITSM Request management

Incident management

Problem management

Change Management

ITSM Processes

ITSM Roles

IT Service Management

Work Tracker

Business Applications Overview

What is Enterprise Interactions?

Interaction fields and their behaviour

Additional security and restrictions

Interaction specific roles

Enterprise Interactions

HR Case Fields and their behaviour

HR Case Management - Workflow

Other fields hidden from form and un-used

HR Case automation and functionality

HR Permissions & Roles

Human Resources

Business Applications

Bundles

Question sets

Catalog Categories

Catalog Items

Questions

Catalog

Kanban

Announcements

Knowledge base fields and their behaviour

Knowledge fields and their behaviour

Approval within Knowledge

Knowledge Table Schema

Knowledge specific roles

Knowledge Management

Reports

Dashboards

Scheduled reports

Template Reports

Reports and Dashboards

Survey

Enhanced Template

Templates

Time Cards

Servicely Capability

Multi-tenancy

Instance Cloning

Application Properties

What is an Application?

Miscellaneous Application Properties

Application Administration

Change Sets

Data Import & Transformation

Conversation Application (Beta)

Email processing and management

Messaging & Notifications

IP Filtering

Reverse Proxy

Networking

Authentication & Authorization

Permissions & Security

Reference Qualifiers

Aggregation API

DateTime API

Job API

Journal API

Logger API

Money API (BigDecimal)

Provisioning Scripts

Script Libraries

Table API (Client)

Table API (Server)

Trigger

UI Event

User Object (Client and Server)

Running Server Scripts

Workflow API

Other API / Javascript Scripts

TableChecks

Scripting

System fields and their behaviour

System Event Definition

Timezone Management

User Impersonation

Two Factor Authentication (2FA)

Single Sign-on - SAML 2.0

User and Group Provisioning

User access and provisioning

Servicely Administration

Table operation

Aspects & Views

Branding

Checklist Templates

Choices & Choice Lists

Classifications

Custom Related Lists

Table and Field Properties

Form Layouts

Full Text Search

List Layouts

Localisation

Platform Password reset

Query Functions

Record Generation

Reclassification Field Map

Reminder Generation

System Table Cleanup

Schedule

Service Level Management (SLM)

Table Numbering

Workflow

Servicely Configuration

SOFI on Microsoft Teams

Microsoft Teams Notification Setup

Microsoft Teams Group Chat Setup

Permissions

Microsoft Teams

Adding a new CMDB Class/Table

CMDB Permissions & Roles

Configuration Management Database - CMDB

Inbound Authentication for Integrations

Power BI Integration

GET Request - Retrieving records

DELETE request - Deleting records

PATCH Request - Updating existing records

POST Request - Creating new records

PUT Request - Replacing content of existing records

JSON REST API

Microsoft Intune CMDB Integration

Node-RED Authentication

Node-RED

Managed - OAuth2

Managed - HMAC Body (Servicely compatible)

Managed - Bearer token

Managed - Basic Authentication

Outbound Authentication for Integrations

Outbound HTTP Requests (Scripted)

System Controllers

Foundation Data & Integrations

Creating a new Catalog Item

Upgrade FAQs & Best Practice

Guides

Version 1.11.0

Version 1.10.0

Version 1.7.0

Version 1.8.0

Version 1.9.0

Release Notes