A validated outage becomes an Ivanti Neurons for ITSM incident with your owner and priority, gets journal notes as it evolves, and is resolved on recovery — while status, owner and your team's journal notes flow back.
/api/odata/businessobject), with a tenant REST API key.Service desks on Ivanti run on incidents, owners and journals. ServiceAutomate puts the network's outages into that model: each company connects its own Ivanti tenant, and when SmartTile confirms a site is down it raises the incident — Subject, Symptom, your default Owner and Priority, and the SmartChoice Rev.io ticket SmartChoice is working the carrier on — then keeps the journal current until the circuit is back.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | An e-mail; someone logs the incident and looks up the circuit. | An incident is logged in status Logged (or yours) with the device, IP, location, every device down at the site and the Rev.io ticket number. |
| A 90-second blip | An incident opened and closed for nothing. | With an open delay set, the incident is queued and only created if the device is still down when the delay ends. |
| The carrier call progresses | Updates live in someone's head. | SmartTile and CarrierAutomate updates land as Journal.Notes on the incident. |
| It comes back | Someone resolves it — or it ages. | A Circuit Restored journal with duration, then status Resolved with a Resolution — on restore, after N minutes, or never. |
| Your analyst resolves it first | Monitoring keeps it open. | The 5-minute sync reads Status and Owner; an Ivanti-side resolve resolves SmartTile's record. |
| Policy | What it does |
|---|---|
| Wait before opening | Minutes of confirmed outage first; default 0. |
| Default assignee / priority | Written to Owner and Priority at create. |
| Auto-close | On restore (default), after N minutes, or never. |
| Bi-directional sync | On by default: 5-minute Status/Owner pull and journal mirroring. |
| Enabled | The company's master switch. |
SmartTile detected a network outage.
Location: Head Office · Device: FG-60F Head Office · Status: DOWN
Linked SmartChoice/Rev.IO ticket: #83421
Devices down at this location (2): FG-60F Head Office, Switch-A1
/api/odata/businessobject/incidents?$top=1Test Connection — Authorization: rest_api_key=…./api/odata/businessobject/incidentsCreate: Status, Subject, Symptom, Owner, Priority + your extra fields.…/incidents('RecId')5-minute sync: Status and Owner.…/incidents('RecId')Resolve: your close status + Resolution text./api/odata/businessobject/journal__notessJournal note linked by ParentLink_RecID, category Incident.…/journal__notess?$filter=ParentLink_RecID eq …Read your analysts' journal notes back.Every 5 minutes a new human journal note on the incident is carried to the SmartChoice Rev.io ticket, marked [SmartTile ↔ from Ivanti …] and carried once.
A human journal on the Rev.io ticket, and every CarrierAutomate note on the carrier ticket, is posted to the incident's journal.
Each company saves its own tenant URL and key, stored encrypted and never shown again. Every incident query is scoped to that company.
Before opening, SmartTile re-checks that the device belongs to the company asking — a mismatch is refused.
Per company: the platform switch. Fleet-wide: the Ivanti engine switch under ServiceAutomate Engines — instant rollback, no redeploy.
Incidents opened and resolved, and every carried note, are rows in the Automation Audit Ledger; every Ivanti API call is logged.
| Objection | Answer |
|---|---|
| “Our incident form has required fields.” | Put them in Extra create fields (JSON) — they ride on every create. |
| “We renamed business objects.” | Incident and journal object names and both statuses are settings. |
| “Blips will flood us.” | Set an open delay: a device that recovers inside it never opens an incident, and one site outage opens one. |