{"id":1705,"date":"2012-11-30T17:41:03","date_gmt":"2012-12-01T01:41:03","guid":{"rendered":"http:\/\/www.brainlitter.com\/?p=1705"},"modified":"2012-11-30T17:41:03","modified_gmt":"2012-12-01T01:41:03","slug":"introducing-the-itgroove-support-orb","status":"publish","type":"post","link":"https:\/\/regroove.ca\/brainlitter\/2012\/11\/30\/introducing-the-itgroove-support-orb\/","title":{"rendered":"Introducing the itgroove Support Orb"},"content":{"rendered":"<blockquote><p>Ah the things that give me pleasure <img decoding=\"async\" class=\"wlEmoticon wlEmoticon-winkingsmile\" style=\"border-style: none\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/wlEmoticon-winkingsmile1.png\" alt=\"Winking smile\" \/><\/p><\/blockquote>\n<p>itgroove is SharePoint-centric. Our documents, holiday request forms, client info, \u2013 everything &#8211; goes into SharePoint in our shop. We also use SharePoint as our issue tracking system \u2013 new internal and client requests wind up created as SharePoint List Items, which are in turn assigned to our staff for tending to.<\/p>\n<p>There\u2019s a few vectors that these new \u201ccases\u201d in our support channel can arrive as, on our individual plate for attention:<\/p>\n<ul>\n<li>Someone completes one of our public contact forms on the web<\/li>\n<li>We send an email to an internal email address and the SharePoint list receiver converts it into an issue<\/li>\n<li>We go to our SharePoint portal and input the new issue details in a form manually<\/li>\n<li>They get generated as part of a Nintex Workflow<\/li>\n<\/ul>\n<p>So, everything\u2019s super &#8211; we\u2019ve got a nicely integrated pipeline of info that ends up in our SharePoint portal. Using SharePoint &amp; Nintex Workflows gives us a lot of flexibility which allows us to mold our workflows to our business needs.<\/p>\n<h2>The Problem<\/h2>\n<p>There remained something missing from the formula in getting our Consultants on the support cases quickly \u2013 real world interactivity, a \u201cBat Signal\u201d if you will. In an office with 8-ish guys, phones ringing, clients visiting, and a barrage of electronic distractions like email, how do we bring attention upon a new inbound support issue? Our first crack at this was to introduce an AJAX-enabled flashing alarm clock (orange icon below) that appears in our SharePoint portal pages, whenever a new, inbound support issue arrives and needs to be claimed or delegated by our staff:<\/p>\n<p><a href=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image9.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" style=\"padding-top: 0px;padding-left: 0px;padding-right: 0px;border: 0px none\" title=\"image\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image_thumb6.png\" alt=\"image\" width=\"569\" height=\"100\" border=\"0\" \/><\/a><\/p>\n<p>Clicking on the icon brings one to the particular support item where we have a look and assign to the appropriate staff member. This is accomplished by clicking on the dropdown menu in this Support Receiver List, and clicking the \u201cConvert to an Issue\u201d in the menu, which kicks off a Nintex Workflow that assigns the case:<\/p>\n<p><a href=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image10.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" style=\"padding-top: 0px;padding-left: 0px;padding-right: 0px;border: 0px none\" title=\"image\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image_thumb7.png\" alt=\"image\" width=\"577\" height=\"377\" border=\"0\" \/><\/a><\/p>\n<p>Adding this Alarm Clock was a great addition- time to response on support calls was dramatically reduced since, because we \u201clive\u201d on our SharePoint portal throughout the workday, the odds were high that one of our staff would notice the flashing icon soon enough. There\u2019s no guarantee, however, that one of us would notice this alert \u2013 there was still slack to be pulled up!<\/p>\n<p>&nbsp;<\/p>\n<h2>Enter the \u201citgroove Support Orb\u201d<\/h2>\n<p><a href=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image11.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" style=\"padding-top: 0px;padding-left: 0px;padding-right: 0px;border: 0px none\" title=\"image\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image_thumb8.png\" alt=\"image\" width=\"314\" height=\"317\" border=\"0\" \/><\/a><\/p>\n<h4>Ingredients<\/h4>\n<ul>\n<li>1 novelty jigsaw puzzle light from the shopping mall (pictured above)<\/li>\n<li>1 IP enabled 4 port power switch (essentially, a power bar with its own web server). Can accept HTTP, SNMP, Telnet or Email requests to turn its power ports on or off<\/li>\n<li>Nintex workflow + SharePoint<\/li>\n<li>Several <a href=\"https:\/\/www.itgroove.net\" target=\"_blank\" rel=\"noopener noreferrer\">itgroove<\/a> staff to screw in the light bulb<strong><br \/>\n<\/strong><\/li>\n<\/ul>\n<h4>Steps to Implement<\/h4>\n<ul>\n<li>Plugged in the light\u2019s power cable to the IP Power switches port 1, and connect the switch to our LAN via RJ-45 cable<\/li>\n<\/ul>\n<p><a href=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image12.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" style=\"padding-top: 0px;padding-left: 0px;padding-right: 0px;border: 0px none\" title=\"image\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image_thumb9.png\" alt=\"image\" width=\"248\" height=\"161\" border=\"0\" \/><\/a><\/p>\n<ul>\n<li>We add a new Web Request action on to the tail end of our existing \u201cConvert to an Issue\u201d Nintex Workflow. This Action adds makes a simple, password protected GET web request to the switch to turn on the Support Light power socket \u2013 on = 1, off = 0<\/li>\n<\/ul>\n<p><a href=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image13.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" style=\"padding-top: 0px;padding-left: 0px;padding-right: 0px;border: 0px none\" title=\"image\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image_thumb10.png\" alt=\"image\" width=\"469\" height=\"358\" border=\"0\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>So now, when a new support issue comes in, you get the following:<\/p>\n<div id=\"scid:5737277B-5D6D-4f48-ABFC-DD9C333F4C5D:907c08c6-979d-4a88-8030-25cc3ac8bb73\" class=\"wlWriterEditableSmartContent\" style=\"float: none;margin: 0px;padding: 0px\">\n<div>[youtube http:\/\/www.youtube.com\/watch?v=4798bM4iBcI&amp;hl=en&amp;hd=1]<\/div>\n<div style=\"width: 448px;clear: both;font-size: .8em\">The itgroove Support Orb. Defender against Support Ticket Evil<\/div>\n<\/div>\n<h2><\/h2>\n<h2>The Result<\/h2>\n<p><a href=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image14.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" style=\"padding-top: 0px;padding-left: 0px;padding-right: 0px;border: 0px none\" title=\"image\" src=\"\/wp-content\/uploads\/brainlitter\/2012\/11\/image_thumb11.png\" alt=\"image\" width=\"456\" height=\"347\" border=\"0\" \/><\/a><\/p>\n<p>Now everyone in the office notices and the new inbound support issue gets immediate attention. When the new inbound support issue is converted to a support issue by a staff member clicking the \u201cConvert to Issue\u201d menu action, another workflow action issues a similar command to turn off the Orb.<\/p>\n<p>The net result is that our customer service is snappier than ever \u2013 in recent days clients have even been repeatedly expressing surprise at how quickly we have been turning around support requests (from minutes to, er, less minutes\u2026 ;). What began as a geek\u2019s experiment \u201cwhat can we do with workflow\u201d, has morphed into a legitimate business process enhancement.<\/p>\n<p>All Hail the ORB\u2026<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ah the things that give me pleasure itgroove is SharePoint-centric. Our documents, holiday request forms, client info, \u2013 everything &#8211; goes into SharePoint in our shop. We also use SharePoint as our issue tracking system \u2013 new internal and client requests wind up created as SharePoint List Items, which are in turn assigned to our &hellip; <a href=\"https:\/\/regroove.ca\/brainlitter\/2012\/11\/30\/introducing-the-itgroove-support-orb\/\"><\/a><\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":"","_jetpack_memberships_contains_paid_content":false},"categories":[97,248,5,14,334,194,24],"tags":[284,741,288,742,30,743,289],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Introducing the itgroove Support Orb - Brainlitter - Inside the mind of Sean Wallbridge<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/regroove.ca\/brainlitter\/2012\/11\/30\/introducing-the-itgroove-support-orb\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Introducing the itgroove Support Orb - Brainlitter - Inside the mind of Sean Wallbridge\" \/>\n<meta property=\"og:description\" content=\"Ah the things that give me pleasure itgroove is SharePoint-centric. 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