Rev.io is the system of record behind every SmartChoice service ticket. SmartTile opens the ticket on the right Rev.io customer, journals every step, reopens it if the outage returns, closes it on confirmed recovery — and carries notes between Rev.io and your own IT Service Management (ITSM) system.
Every SmartChoice customer is an account in Rev.io, and every outage SmartChoice works is a Rev.io ticket. Without automation, a NOC engineer reads an alert, finds the customer, types the ticket and journals every update by hand. SmartTile does that typing: the monitoring that saw the outage is the author of the ticket, and it keeps writing until the site is back.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone reads the alert, looks up the Rev.io customer and types a ticket. | A ticket opens on the tagged Rev.io customer, routed to the configured Rev.io user group, with the detail in a journal — not the description. |
| Three devices fail together | Three tickets, or one ticket and two forgotten. | One ticket per location (or per circuit); each further device DOWN is journaled onto it. |
| The wrong customer id | The ticket lands on someone else's account. | The identity guard checks the id against the SmartTile customer first; a mismatch opens on the SmartChoice house account for the NOC manager, with a journal naming the mismatch. |
| It comes back — then drops again | Close, then a brand-new ticket ten minutes later. | All devices back → an all-clear journal and the ticket is set CLOSED. Down again within 48 h → the same ticket is reopened with a note. |
| Your team works in its own ITSM | Notes typed twice, or never. | Human notes on the customer's ITSM ticket are journaled into Rev.io, and human Rev.io journals are carried back — every 5 minutes. |
| The carrier call | An engineer on hold summarises the call afterwards. | Joey (CarrierAutomate) posts his post-call summary as a Rev.io journal on the same ticket. |
On Device Tagging, pick the customer's Rev.io account (parent or child) from the live directory — re-synced from Rev.io hourly — for the company, location or device.
A SmartChoice super admin switches RevIO ON for the company in Ticket Automation. Off means SmartTile never writes a ticket for it.
Tickets carry the configured priority, ticket type and Rev.io user group so they land in the coordinator's queue; a per-company assignee can be set.
Every ticket, journal and carried note appears in the Automation Audit Ledger, scoped to the customer's own company.
POSTed with the customer id, priority, ticket type, SmartChoice Monitoring as the contact and the routing group. Subject only in the description — the device, IPs and circuit go in TicketJournals, per NOC policy.
Rev.io journals are HTML and Latin-1: SmartTile turns line breaks into <br/>, swaps characters Rev.io would show as ??, and sets the real visibility fields (is_public, show_on_account, visible_in_agent_portal).
When every tracked device is back: an all-clear journal and status CLOSED. Vendor-monitor tickets (UniFi, Meraki) close only when every device on them is confirmed up for the stability window. Granite-paired tickets are never auto-closed.
Every 5 minutes, human notes on linked ITSM tickets become internal Rev.io journals marked [SmartTile ↔ from …], and human Rev.io journals are carried the other way. The marker and a UNIQUE note id mean a note is carried once, never looped.
/Tickets?search.status=OPEN|INWORK|PENDINGEvery open ticket, every 60 s, into the SmartTile ticket views/Tickets/{id}Reconcile: a ticket closed or moved in Rev.io is closed here too/TicketsOpen the outage ticket/Tickets/{id}JSON-Patch: status CLOSED / Open, or reassign the group/TicketJournalsEvery journal: device DOWN, all-clear, carried notes, Joey's summary/TicketJournals?search.ticket_id={id}Read journals back for the note relay/Customers · /Contacts · /ServicesCustomer address, contacts and circuits (circuits refreshed nightly)/Orders/{id} · /Tasks/{id}Read the order and task behind a SmartSurvey jobLedger rows resolve to a company through the carrier ticket or the Rev.io customer; a non-super-admin sees only their companies, and an unresolvable row only a super admin.
A Rev.io 4xx rejection backs off per location and e-mails the NOC once, instead of re-POSTing every cycle.
The super-admin Rev.io Ticket Audit log chains each row to the last with SHA-256, with timeline, notes and CSV export.
Per-company RevIO ON/OFF, plus Engine Safety switches for the identity guard, the 4xx back-off, the note relay and the ledger.
| Question | Answer |
|---|---|
| “Will a flapping site flood Rev.io?” | No. One ticket per location or circuit; more devices are journaled onto it; a repeat outage within 48 h reopens the same ticket. |
| “Can it open on the wrong customer?” | The identity guard checks first. A confirmed mismatch goes to the SmartChoice house account and the NOC manager — never to another customer. |
| “We already run our own service desk.” | Keep it. SmartTile relays human notes between your ITSM system and the Rev.io ticket, each direction, marked and carried once. |
| “How do we know what it wrote?” | The Automation Audit Ledger lists every ticket, journal and carried note with its result; a failed write shows as FAILED. |