Ticket Image Manager
TIM is an add-on functionality developed by TCloud Consulting to reduce the volume of images attached to tickets thereby improving user experience and efficiency of process.
What is TIM?
TIM is an add-on functionality developed by TCloud Consulting to reduce the volume of images attached to tickets (such as “incidents” and “cases”) thereby improving user experience and efficiency.
TCloud developed TIM to address the challenge in locating the expected files attached to a ticket in circumstances where there is a range of other undesired or unneeded images or attachments attached to the same ticket (including logos and email signatures).
TIM uses image size to filter such undesirable or unneeded images and also provides an enhanced mechanism by which undesirable or unneeded images are eliminated from being attached to a ticket, by comparing those images to pre-configured, allowable images.
TIM’s scheduled image exemption review mechanism allows for possible exemption candidates to be automatically identified and sent to the system administrator for review and acceptance.
Why do you need it?
For those organisations using an email-to-ticket engine in ServiceNow know that the default mechanism in handling inbound email images (such as logos or email signatures) is to attach every image as an attachment to inbound matched target records.
Furthermore, each email reply replicates such images thereby causing duplicate image attachments and duplicate images in the relevant activity formatter. Similarly, this default mechanism is also applied to ServiceNow outbound emails.
These undesired and unneeded images lead to deterioration of the user experience in locating the required file attachments. These repeated impracticalities and inefficiencies increasingly irritate users over time and have an adverse effect on process efficiencies.
By way of example, the following inbound email will create 6 image attachments to a ticket when only one intended file attachment is relevant:
How does it work?
To minimise the undesired images from attaching to a target record, TCloud consulting’s custom TIM solution uses an image comparison mechanism to filter out pre-defined exempted images. This filter mechanism can be applied to selective process tables or every single record tables in the instance.
In addition to being able to completely eliminate the exempted images from being attached to a ticket, TIM also provides organisations with the option to allow target records to retain one record of an identical image and eliminate all duplicate copies.
Through scheduled exemption review mechanisms, possible exemption candidates are automatically identified and sent to the system administrator for review. Image candidates accepted will be added to the exempted image list.