Challenges
- Handling multiple validations required for AD account creation
- Managing high volume data retrieval for email account creation and database access
- Providing 24/7 operational support for service desk ticket resolution
Process Brief
RPA drove efficiency in Client’s service desk operations and fast-tracked the ticket resolution process. An RPA bot solution was offered, including AE-RemedyForce integrated market app to automate the below processes-
Access consolidated PDF invoice files from a shared folder
- Read invoice no. and separate pages as per invoice no.
- Extract invoices and the corresponding page no. using OCR
- Merge pages for the same invoice no. and arrange them in ascending order
- Push all merge files into the ERP system by using API
- Create a detailed consolidated output file
- Send an email with the attached consolidated excel file.
AD Creation
Automation Approach
AutomationEdge implemented RPA bot to-
- Access service request with all the information
- Validate availability of provided network username in MS Access database
- Create username if available
- Create the user in the MS Access database if the username is not available
- Access organizational unit based on location
- Find organizational unit and create AD account and generate password
- Update resolution section and send email to the customer with username and password
- Close the service desk ticket
Email Account Creation
Automation Approach
AutomationEdge deployed RPA bot to-
- Access service requests with user information
- Get organizational unit based on location
- Search organizational unit if not found
- Assign email address to an AD account
- Add user to group exchange in AD
- Update resolution section with email address+ password
- Close service request after resolution
Group Drive/Group Folder Access
Automation Approach
AutomationEdge integrated RPA bot to-
- Access service request assigned by RemedyForce
- Get organizational unit(OU)based on location
- Search users in the organizational unit if OU found
- Get department name based on location
- Assign user to the group if the department found
- Close the service request on success• Assign service requests to service desk queue for manual execution
Database Access- Oracle 8i
Automation Approach
RPA bot to-
- Access service request detail assigned by RemedyForce
- Get network account name from central repository database
- Create an Oracle account for the new username
- Assign roles to new users as per existing users
- Notify user with access credentials
- Assign service requests to service desk queue for manual execution
Business Benefits
- 95% Manual effort reduction in service ticket resolution process
- 100% Error-free service desk operations
- 2 Hrs to a Few Seconds TAT reduction in service request processing
- Scalable design tohandle high volume service requests
