TicketFlow - How To Guide
Overview
Section titled “Overview”Your Application Installation and Configuration Guide will be used to assist with the preparation of the customer’s instance in order to enable your application components to function properly. This document should contain a clear, step-by-step process for any configuration steps that are required after installing your certified application. Additionally, it should clearly call out any application dependencies that may exist.
References
Section titled “References”Application Dependencies
Section titled “Application Dependencies”List all plugins required:
N/A
System Table Permissions
Section titled “System Table Permissions”List all system table permissions required:
Configured within the Application are the following permissions:
Please confirm if the source tables you created in the mapping configuration have existing read access. As noted above, for each table mapping configured, respective table’s application access settings need to exist as documented. Note: We do not recommend modifying any application access settings for the tables.
Configuration Instructions
Section titled “Configuration Instructions”In this section, please outline the exact steps required to successfully install/configure the customer’s instance after installing your application:
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Setup Link: https://devgoats.com/support-documentation/ticketflow/getting-started/install-the-plugin/
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How to Guide Link: https://devgoats.com/support-documentation/ticketflow/configuration/how-to-guide/
External Systems Connection
Section titled “External Systems Connection”If your application contains integration components, please clearly outlined them here and provide integration user creation instructions:
Integration components required: None
Steps to create a dedicated integration user:
No external systems are used within this application.
Testing the Configuration
Section titled “Testing the Configuration”If your application requires successful communication with external systems, please outline how to test the connection and ensure successful configuration:
- There are no external dependencies as this application is self-contained on the instance.
Demo Data
Section titled “Demo Data”If any demo data is required as a part of your application installation, please outline the requirements here:
- The application includes demo data for two example table maps, “Incident to Problem, Incident to Request”, but it is not required.
Support and Troubleshooting
Section titled “Support and Troubleshooting”In this section, please complete the SLA definition and provide some common troubleshooting options:
Service Level Agreement Definition
Section titled “Service Level Agreement Definition”In this section, you define the Service Level Agreement (SLA) for your customers.
Customers will be instructed to contact the integration provider (your organization) for technical support. If a customer first contacts ServiceNow Customer Support, then ServiceNow Customer Support will isolate the problem and instruct the customer to resolve the issue with your organization.
- Support Hours of Operation: 8am - 6pm CST
- Support Days of Operation: Monday to Friday excluding US holidays
- Promised Call Response Time: 1 Business Day
- Promised Call Resolution Time: Within 5-10 business days of response
- Contact Method: Email ([email protected])
Troubleshooting
Section titled “Troubleshooting”Provide any steps to troubleshoot the failed configuration here:
During the test installations of the Application, we never encountered any issues. If your application installation fails, please refer to the system created installation logs and contact ServiceNow support or our support for help.