I want to accelerate ticket resolution by adding more detail to Liongard Roar alerts so it reduces the need to log into Roar to get the rest of the information an engineer may need in order to troubleshoot.
In our CW Manage environment, customers get copies of all new tickets created, therefore discretion is necessary when creating "Alert body message" in Roar Alerts. This message body from Roar goes into a CW Manage ticket's "Discussion" note field.
What I'd like to do is put more data about an alert into a CW Manage ticket "Internal Note" field - which is private, and not displayed to the customer on reports, in the customer portal, invoices etc. i.e. they don't need to have an entire cisco IOS running-config on their invoice - but it's a fine addition in a private section of a ticket for an engineer to consume that information.
|Last Reviewed Date||2021-11-10|