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ChatOps is a collaboration model where people, processes, tools and bots are well inter-connected. It actually offers a single and persistent location, like a dedicated war room, where people including bots and related tools are able to collaborate with each other, review the work needed, the work happening and the work done, and thus significantly improve communication and efficiency. It is aimed to tighten feedback loop, improve information sharing and enhance team collaboration.
With the integration between ChatOps and Service Manager, IT agents' collaboration is shifted to a new paradigm, a kind of conversation-driven collaboration. In the context of ITSM, one of the typical examples is when there occurs a major incident, IT agents such as application owner, network technicians, infrastructure group, etc, are able to quickly gather together in such a ChatOps war room, concentrate on this critical major incident, with a joint effort perform investigation, identify its root cause, and then solve the issue as quickly as possible.
Starting from SM ChatOps 2.0, the solution can seamlessly integration with UCMDB ChatOps 2.0 to provide a comprehensive incident management process using ChatOps.
If you're ready to use SM ChatOps, in this page below please get a recent release and its documentation. Please contact us using Support Forum where our team is constantly monitoring your feedback and providing support.
This release includes the following new features and enhancements.
It is the first time we have combined SM ChatOps and UCMDB ChatOps to come up with Service Management Automation (SMA) ChatOps.
With new commands such as escalate incident and close incident being added, the end-to-end incident management process using ChatOps is available.
In addition to Slack, this release adds the support for Microsoft Teams and Mattermost.
The installation process is simplified to include 3 simple steps:
a. Install packages
b. Configure the ChatOps bot and login servers
c. Start the ChatOps bot and login servers
The new login UI adheres to the new Micro Focus branding guidelines
This release enables you to configure SM ChatOps so that it performs access authorization checking before command execution through the integration with Hubot Enterprise Framework. When sending the first command from Slack, the user is prompted for their user name and password in Service Manager. The SM Server then authenticates the user and checks to see whether the user has the authorization to perform the requested operation (for example, creating an incident). The user authentication is valid for 30 minutes of inactivity.
User experience improvements
This release contains the following user experience improvements:
The command responses are refined
The display order of Incident fields is refined
The ucmdb id field is added to Incident record details
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