DEVELOPMENT OF AN INCIDENT PROCESSING AUTOMATION MODULE FOR SERVICE DESK SYSTEMS

The development of an incident handling automation module for Service Desk systems is presented. It consists of several backend services (bots) running on a Linux server. The planned scope is a provider or an outsourcing company that handles incidents in Service Desk systems. The advantage the proposed automation solution, in comparison with analogues, is that services (bots) automatically check the relevance of tasks, process typical routine tasks, compile and submit a report to the incident, and appoint responsible persons. This will save monitoring engineers and the troubleshooting department from repeating routine tasks many times when handling typical incidents.

1. https://rkn.gov.ru/news/rsoc/news67782.htm – Роскомнадзор. «Большая четверка» сотовых операторов продолжает наращивать темпы развития сетей мобильной связи.

2. https://rspectr.com/articles/operatory-prosyat-chastot – операторы просят частот.

3. https://www.gsmvezde.ru/articles/chto_nujno_delat_esli_telefon_ploho_lovit_set – что делать, если телефон не ловит сеть мегафон, билайн, мтс.

4. https://portal.nsn-net.ru/nsn-portal/ims/one.js – портал NSN, скрины обработанных инцидентов.