ServiceAutomate ITSM automation for network outages
Tickets that arrive ready to work
When a device goes down, SmartTile 2.0 opens the ticket in the ITSM system you already use, with site, circuit and device details filled in. It keeps the notes in sync, and your engineers skip the hunt and start the fix.
Is ticket admin slowing down your fixes?
Your team shouldn’t have to retype an alert before it can start working on it.
Two inboxes
Alerts land in one place and tickets in another, and the second inbox is the one nobody watches.
Hunting for context
Engineers lose time finding the device, site and circuit details before the real work can start.
Duplicate tickets
When a site goes down, every device on it can turn into another ticket for someone to clean up.
Notes that fall behind
Updates sit in one system while the people working in another are left asking for status.
How ServiceAutomate works
ITSM automation that works inside your own ticket system. SmartTile 2.0 sits above your monitoring, whatever is doing the monitoring.
Step by step
- A device down past your “open a ticket after” window creates a ticket in your ITSM system, with device, site and circuit filled in.
- One outage, one ticket per location. Additional down devices become notes, not duplicate tickets.
- Notes sync both ways every 5 minutes between your ITSM system and the SmartChoice NOC, each one carried once.
- Recovery adds a note, and the ticket closes per your Ticket Policy.
- Every ticket and note is logged in the Automation Audit Ledger.
Your ticket, your policy
When it opens. After the number of minutes down you set on the device, 15 by default.
When it closes. On restore, after a set number of minutes, or never.
Where it lands. The board, group or organization you choose, depending on your platform.
You set the rules once, and SmartTile 2.0 follows them on every outage.
Built to keep your queue clean
ServiceAutomate does more than create tickets. It keeps them accurate from the first alert to recovery.
One outage, one ticket
No duplicates to clean up
Each location gets one ticket per outage. If more devices drop at that site, they’re added as notes.
Notes in step
Synced every 5 minutes
Notes move both ways every 5 minutes, and each is carried once, so nobody has to copy updates between systems.
A full record
Automation Audit Ledger
Every ticket and note SmartTile 2.0 writes is logged and scoped to your company, so you can always see what happened.
What SmartTile 2.0 delivers
Less time on the work after the alert, with no extra headcount.
48%
faster resolution
3.5×
more ticket capacity, with the same team
SmartTile 2.0 platform results in early use across 6 production environments. Not a service-level commitment.
ServiceAutomate integrations
Keep the ITSM platform your team knows. ServiceAutomate also connects to the places your documents, tasks and alerts live.
ITSM & ticketing
Documents & tasks
Alerts & messaging
Build your own
One platform, three engines
Each engine works on its own. Together, they carry an outage from the first alert to the verified restoration.
DeviceAutomate
Every device, one current view
A live inventory straight from your vendors, with firmware, configuration, VPN, access and cloud on the same board.
Explore DeviceAutomateCarrierAutomate
No more time on hold
Carrier repair tickets opened and chased by API or by Joey, our AI voice agent, with a 24/7/365 U.S. NOC behind them.
Explore CarrierAutomateServiceAutomate FAQ
What is ServiceAutomate?
ServiceAutomate is the SmartTile 2.0 engine that connects network outages to your IT service management (ITSM) system. When a device stays down past the window you set, it opens a ticket with device, site and circuit details, keeps the notes in sync, and closes the ticket under your policy.
Do we have to replace our ticketing system?
No. Your ITSM system stays your ticket system. SmartTile 2.0 connects to the platforms you already use, including ServiceNow, Jira Service Management, Freshservice, Kaseya Autotask and HaloPSA, so your team keeps working where it works today.
Will an outage flood our queue?
No. SmartTile 2.0 opens one ticket per location for each outage. If more devices go down at that site, they’re added as notes, not duplicate tickets.
How soon does a ticket open?
After the number of minutes down that you set on the device. The default is 15 minutes, and you can set it per device where a site needs faster or quieter handling.
Can tickets close automatically?
Yes, if you want them to. Recovery adds a note to the ticket, and your Ticket Policy decides what happens next: close on restore, close after a set number of minutes, or never close automatically.
Can we see what SmartTile 2.0 wrote to a ticket?
Yes. Every ticket and note SmartTile 2.0 writes is logged in the Automation Audit Ledger, scoped to your company.
Ready for tickets that arrive ready to work?
See ServiceAutomate running with your ITSM platform.