This extension was developed before the recent AI breakthroughs.
That’s why as of today it still includes a matching mechanism that does not require nor use an AI integration.

On the roadmap: optional AI integration.

Benefits:

• Higher customer satisfaction: users get answers faster.
• More time for your agents to investigate more complicated cases since simple tickets are deflected. Tweak the FAQs to give agents a head start since users can already provide them with more details from the start.

This extension allows the agent to select two or more tickets. The case logs, callers and other related info (for instance linked contacts, functional CIs, attachments, …) can be merged into the target ticket.

This feature also comes with triggers, so users can be notified that their questions have been put into one single ticket and they should use the target ticket’s reference.

Use cases:

• Users sending follow-up information (without ticket reference), resulting in multiple tickets (especially when tickets are created from e-mails)
• Other recipients replying to an e-mail (without ticket reference) which was initially sent to the service desk and other recipients
• …

Triggers can be defined on a global level to any type of iTop objects.

It’s possible to work with schedules so a trigger is executed at for example (but not limited to):

• Every couple of minutes, hours, days.
• The first of every month, quarter or year.
• …

Or a trigger could be scheduled to be executed one time only.

Use cases
Note: Depending on the desired action, you may need to create a custom action or update your iTop datamodel.

Global:

• Notify users about expiring contracts, licenses, …
• Automatically close tickets.
• Send automatic replies to tickets without response from a customer.
• …

Personal:

• Set a reminder to look at a ticket at a specific date.
• The reminder could be an e-mail, newsroom notification, …
• …

Pro tip: When using Combodo’s free User Actions Configurator extension, it’s possible to have this icon (or an item in the “Other actions” menu):

All info can be prefilled; leaving only the date and time of the reminder to be set:

Link one or more actions such as an e-mail notification or a personal message in the newsroom. The content is completely customizable.

It allows users to comment and vote on any type of object.

Some examples:

• Rate frequently asked questions (and use the votes to improve suggested articles based on user feedback).
• Vote on feature requests.
• Allow users to provide feedback. (Ask additional questions, info, suggest improvements)
• …

Both features can individually be enabled per class; it’s even possible to only allow it on a subset of iTop objects.

The action sends data to a Syslog server, and works similarly to the e-mail notifications or webhooks.

It can use any placeholders that the trigger providers.
Most triggers provide at least some information on the iTop object to which the trigger was linked; as well as current user and current contact info.

On a typical syslog server (for instance using rsyslog on Ubuntu), the entry looks like this:

Jun 25 09:34:52 ltJeffrey2024 iTop [contact-id="1"] [object-class="PC"] [object-id="1"] Auditing: Jeffrey Bostoen (ID 1) updated PC PC-01 (ID 1)

While in full edit mode, the user can draw a signature.
This signature is stored as a SVG image.

A popular use case is to enable customers to sign work orders.

Currently, only the console (back end for agents) is supported. It works on mobile devices too.
If your use case requires this functionality in the front end, reach out to discuss development.

Pinpoint the objects either on a real-world map such as OpenStreetMap; or images (such as floor plans). Images can be georeferenced, but that’s not required. SVG images are supported and recommended; so when zooming in, the vector image remains sharp.

Per object, a map is added in the details view.
For an overview, there’s also a map dashlet to display all objects of a certain class.

Below a slightly outdated product video.

https://www.youtube.com/channel/UCGH1HBg1gX5IWogV0GlWJ5Q