Configuration guide: Automated three strikes

The configuration options on this page are only accessible to administrators.

Refer to the Usage guide: Automated three strikes to use library content as a standard user.

Prerequisites

This library pack contains content from the following required expansion products:

Employee Engagement - Campaigns
Flow - Workflows

Some of these products offer default access to their respective content and can still be used without expansion products.

Refer to the Nexthink Infinity thresholds and limits overview documentation for more information about default thresholds for expansion products.

Included content and dependencies

This library pack contains the following content and dependencies:

Type

Name

Description

Workflows

Automated three strikes

Empowers the service desk to manage unresponsive tickets more efficiently by automating reminders and ticket resolution through employee engagement.

Campaigns

ITSM ticket reminder - Workflow invoke

Asks the user to update the ticket and displays the URL.

Configuring "Automated three strikes"

Adapt these suggested configuration steps to edit and customize content according to your organizational needs.

Follow these steps to install and configure content:

Before configuration - Install library pack content from Nexthink Library.
Step 1 - Edit campaigns
Step 2 - Configure ServiceNow integration
Step 3 - Check workflow parameters
Step 4 - Maintain the credentials of the connector thinklets
Step 5 - Schedule the workflow

Step 1 - Edit campaigns

Navigate to the manage campaigns administration page to review and edit your campaigns.

For each installed campaign, please ensure to:

Customize the sender name and image.
Review and adjust questions.
Publish the campaign when you are ready to use it.

We recommend the following configurations for these campaigns:

Name

Trigger

Priority

ITSM ticket reminder - Workflow invoke

Workflow

Urgent

Step 2 - Configure ServiceNow integration

The configuration of connector credentials is essential for enabling API calls. See detailed information at https://nexthink.gitbook.io/opd/integrations/outbound-connectors/connector-credentials. Each Service/API thinklet has a dropdown field for credentials that needs to be filled out. When the workflow is installed or copied from the Library, this field will be blank as it is a local setup of each environment and is not included in the Library.

Step 3 - Check workflow parameters

The parameters for the workflow are provided below. There is no need for adjustments as the preset values are already optimized for use.

ServiceNow ticket ID: This parameter should contain the internal ServiceNow ticket ID.
ServiceNow ticket number: This parameter should contain the ServiceNow ticket number, which will be displayed to the user in the campaign.
ServiceNow URL: This parameter should contain a URL pointing to the ticket in the customer's ServiceNow instance, excluding the "HTTPS://" prefix.

To display the ticket URL correctly in the campaign, this parameter shouldn't include the "HTTPS://" prefix. The campaign will amend this prefix automatically.

Step 4 - Maintain the credentials of the connector thinklets

Each connector thinklet requires locally maintained credentials. In this step, review all relevant thinklets and maintain credentials.

Step 5 - Schedule the workflow

This workflow is designed to be executed on demand, with manual customization of parameters for each execution. We recommend configuring the workflow trigger to Manual.