SYNERGY Actionable Messages Plugin

About the plugin

SYNERGY Actionable Messages is a plugin that integrates Ivanti Neurons for ITSM with Microsoft 365 to provide seamless actionable notifications. It allows users to receive and act on incident-related notifications and approval votes directly within their Microsoft 365 email inbox, eliminating the need to log into Ivanti Neurons for ITSM.

The plugin supports customizable workflows for specific business scenarios, such as reopening or closing incidents and approving or denying votes, but requires a Microsoft 365 subscription for full functionality. Users without Microsoft 365 receive standard email notifications without actionable capabilities. The integration leverages Microsoft 365’s actionable message framework, ensuring secure and reliable interactions, with all actions logged for traceability and auditing. It is designed for single-instance environments and requires standard API key authentication.

Why do you need it?

Manual processes or traditional email notifications for Ivanti Neurons for ITSM create inefficiencies, such as delays in response times and errors due to context-switching between platforms. Navigating to Ivanti Neurons for ITSM to act on an incident can slow down workflows, leading to productivity losses in large organizations. SYNERGY Actionable Messages addresses these issues by enabling direct, interactive responses from the email inbox, reducing response times and minimizing errors associated with manual navigation.

Why is it important?

Actionable notifications boost efficiency by enabling direct responses from Microsoft 365 email, minimizing delays in critical IT and business scenarios.

For IT, a critical system outage requires immediate action, and SYNERGY Actionable Messages allows staff to reopen or close incidents directly from email, reducing downtime compared to manual logins. IT teams face delays in approving changes due to platform access issues, but the plugin enables instant approval or denial from email, ensuring compliance with ITIL timelines and avoiding project delays. Manual processes risk inconsistent logging, and the plugin’s automated logging ensures all actions are tracked, supporting ITIL compliance and simplifying audit preparation.

For business, delayed incident resolutions frustrate customers, but SYNERGY Actionable Messages improves satisfaction and service quality by enabling faster responses. Business teams lose productivity navigating multiple systems, and the plugin streamlines workflows, saving time and boosting overall efficiency. Manual ITSM processes inflate operational costs, but the plugin reduces resolution times, helping organizations save on expenses.

Key features:

• Direct Incident Management: Incidents are managed directly from Microsoft 365 email notifications. This eliminates the need for platform navigation, saving time. Users can reopen or close incidents instantly, improving resolution speed and IT efficiency.
• Approval Vote Processing: Approval votes are handled within the email inbox. This streamlines decision-making, reducing approval delays. Businesses benefit from faster project execution and compliance with ITIL standards.
• Custom Scenario Support: Custom workflows are supported to meet specific business needs. This flexibility ensures alignment with unique operational requirements. Organizations can tailor the plugin to maximize efficiency and user satisfaction.
• Action Logging: All actions are logged automatically for audit purposes. This ensures traceability and compliance with ITIL frameworks. IT teams save time on audit preparation and maintain regulatory compliance.
• Microsoft 365 Integration: Notifications are delivered seamlessly via Microsoft 365’s actionable message framework. This ensures secure and reliable interactions. Users experience a cohesive workflow within their existing email environment.