1. Support
  2. Technical
  3. Installation and Configuration

Install and configure Ticket-based IT Experience

Follow the guidance below to enable HappySignals Ticket-based IT Experience in your IT Service Management.

People to involve: ITSM Tool Administrator
Time required: ~30 min

Customer

  • Has an administrator resource available for the requesting and installing the application
  • Provides HappySignals with the contact information of the people and/or teams needed for the implementation
  • Requests the application package from the vendor store OR receives the package from HappySignals

HappySignals

  • Approves the use of the application downloaded from the vendor store, OR
  • Provides the installation package to the customer

The process of getting the applications is dependent on the ITSM platform. Please follow the instructions below for the platform you are using.

đź”· ServiceNow 

  1. Customer's ServiceNow Customer administrator requests the HappySignals Ticket-based IT Experience application from ServiceNow Store 
    Full instructions for making the application request are available on HappySignals Support Site:
  2. HappySignals approves the request
  3. Customer's ServiceNow Customer administrator makes the application entitlements

FreshService

  1. Customer's FreshService administrator requests the application package through support@happysignals.com
  2. HappySignals provides two application package files:
    1. FreshService Integration package for enabling two-way integration to HappySignals
    2. FreshService Reporting package for enabling “Agent View” in the ITSM tool
  3. Customer's FreshService administrator uploads the files to a FreshService environment for installation

JIRA Server

  1. Customer's Jira administrator requests the application package through support@happysignals.com
  2. HappySignals provides a single application file in .jar format

BMC Remedy

  1. Customer's BMC administrator requests the application package through support@happysignals.com
  2. HappySignals provides a single application file in .zip format

Cherwell

  1. Customer's Cherwell administrator requests the application package through support@happysignals.com
  2. HappySignals provides a single application file in .mApp format
Ivanti
Ivanti is used by several HappySignals customers, but no ready-made application packages for HappySignals-Ivanti integration are yet available. HappySignals and our integration partner can help in building the integration. 
Contact us for more details at support@happysignals.com.

2. Get Access to HappySignals Cloud Platform

As a customer of HappySignals you will have up to three HappySignals cloud tenants created for you, two non-production tenants and one production tenant. Tenants will be setup by HappySignals and we will provide the named "Happiness Owner" administration access to them.

Customer

  • Appoints a "Happiness Owner" (main contact person / Champion) to:
    • Manage the HappySignals cloud platform
    • Invite other people to the HappySignals platform
    • Coordinate the analysis of experience data
  • Decides the geographical location for production environment *
  • Decides the names for the different HappySignals environments (e.g. customer-dev.test.happysignals.com, customer.test.happysignals.com, customer.emea.happysignals.com)

* The production server environments are located in Europe or the USA. If there is a special need, HappySignals is able to create the environment also in other regions. Development and test environments are located on a dedicated test server environment in Europe. 

HappySignals 

  1. Sets up three different environments for the customer:
    1. Development
    2. Test
    3. Production
  2. Provides the HappySignals environment configuration file to Happiness Owner and ITSM tool administrators
    1. Each HappySignals environment has three environment-specific details that are needed in the implementation
      1. Environment URL
      2. Shared Secret
      3. API-key(s)
  3. Grants Happiness Owner administrator access to the cloud platform

3. Install the HappySignals Application and Make Basic Configurations

People to involve: ITSM Tool Administrator
Time required: 30 - 60 min

 

Customer

  • Installs and configures the application to the ITSM platform
  • Confirms that the integration is working

HappySignals

  • Provides support and assistance during the installation and testing

The application installation and configuration processes are dependent on the ITSM platform. Please follow the instructions below for the platform you are using.

đź”· ServiceNow 

Install the HappySignals application through an application list within your ServiceNow instance. 
Full instructions for installing and configuring the application are available on HappySignals Support Site:

FreshService

Download two application package files (provided by HappySignals) to a computer and upload them to a FreshService environment for installation.
  1. FreshService Integration package for enabling two-way integration to HappySignals
  2. FreshService Reporting package for enable “Agent View” in the ITSM tool
Full instructions for installing and configuring the application are available on HappySignals Support Site:

JIRA Server

Follow a short guide on how to install and configure the HappySignals Service Experience integration for Jira Server using installation package from HappySignals. 

BMC Remedy

Follow a short guide on how to install and configure the HappySignals integration for BMC Helix ITSM. In order to follow these instruction you will need the following details,

  1. Your HappySignals instance URL provided by HappySignals support
  2. A shared secret used to sign the outgoing voting links, also provided by HappySignals support

Cherwell

Follow a short guide on how to install the HappySignals integration for Cherwell from the mApp exchange. In order to follow these instruction you will need the following details,
  1. Admin access to CSM platform for implementing mApp application
  2. Your HappySignals instance URL provided by HappySignals support
  3. A shared secret used to sign the outgoing voting links, also provided by HappySignals support
  4. API key for getting feedback data back to your Cherwell, also provided by HappySignals support

Ivanti

HappySignals and our integration partner can help in building the integration. 
Contact us for more details at support@happysignals.com
 

4. Setup Data and Process Configurations

People to involve: ITSM Tool Administrator, Process Owner(s), Happiness Owner
Time required: 1 - 4 hours (depending on configured process)

HappySignals data requirements and best practices

We have few requirements for the contextual data that you sent to our cloud platform. Full description on the data requirements and our best practices for the data can be found in:
**Please note that this page requires additional access rights. If you have been granted access you should be able to login with "Forgot your password" function. If you have trouble logging in, please contact support@happysignals.com.

HappySignals feedback process

HappySignals feedback process and best practices for resolution email design to make your notifications stand out and get more feedback are described in a support article:

(Optional) HappySignals language best practices

 
HappySignals Surveys are available in following languages:
There are language related best practices that we have identified with our customers. We compiling an article from these will update them here once ready. In the meantime if you have any question contact us at support@happysignals.com 
  • Article coming up...

(Optional) Advanced data configurations with scripting (ServiceNow only)

Sometimes the basic data configurations do not quite get where you need with your ITSM tool data. If this is the case you have the option to expand the data configuration with an additional script. See our guide for this:
 

5. Configure Email Notifications

People to involve: ITSM Tool Administrator, Happiness Owner, Communication / Language experts
Time required: 30 min - 4 hours (depending on configured process, languages in use and email design)

HappySignals email best practices

HappySignals email best practices are described in a support article:
(Optional) Email notification translations
  • Article coming up...

 

6. (Optional) Setup and share Agent view

HappySignals Agent view are available for ServiceNow and FreshService at the moment.

People to involve: ITSM Tool Administrator, Happiness Owner, Service Desk Manager
Time required: 30 - 60 min

 
đź”· ServiceNow 

See our video guide on how to get started with the Agent widgets in ServiceNow.

For full details about the widgets see our article about them

 

HappySignals application also provides various roles that can be given to ITSM Tool user to access the feedback data over there.  See our ServiceNow role descriptions at:

 

7. Test the HappySignals Application and Cloud Platform

People to involve: Happiness Owner, Service Desk Users / Software Testers
Time required: ~60 min

Follow your own testing practices to verify that everything working smoothly in your ITSM tool with regards of your HappySignals installation there. Example test cases are available for testing the end-to-end flow of two-way integration between your ITSM tool and happySignals. Example cases are available at:

8. Start Production Use -- Go Live!

People to involve: ITSM Tool Administrator
Time required: 30 - 60 min


Follow the instructions below to go live with HappySignals.

The go-live process is dependent on the ITSM platform. Please follow the instructions below for the platform you are using.

đź”· ServiceNow 

Go-live Checklist -- New Customers

(Customers who have not collected HappySignals feedback before.)

  1.  Deactivate existing survey for the same purpose.
  2.  Install the application to production.
  3.  Commit Scoped update set(s) containing data mapping and other configurations.
  4.  Set environment specific details (End-point URL, Shared secret, API-key) for the application under “General Properties”.
    1.  Create “Data preservers” for the environment specific system properties so they are not overwritten in development and test environments during production clone.
  5.  Commit Global update set(s) containing changes to email notifications.
  6.  If possible, do a production test:
    1. Create and process test ticket so email with HappySignals feedback buttons gets triggered. 
    2.  Provide feedback to the test ticket and notify HappySignals with the ticket number for feedback deletion.

Go-live Checklist -- Existing Customers

(Customers who have earlier collected HappySignals feedback.)

  1.  Install the application to production.
  2.  Commit Scoped update set(s) containing data mapping and other configurations.
  3.  Set HappySignals “Integration Job” to inactive.
  4.  Set environment specific details (End-point URL, Shared secret, API-key) for the application under “General Properties”.
    1.  Create “Data preservers” for the environment specific system properties so they are not overwritten in development and test environments during production clone.
  5.  [optional] Set worknote insertion off under “General Properties”.
  6.  Create a placeholder feedback record to “HappySignals Feedbacks” table with a “timestamp” set as starting point for fetching existing feedback to the environment.
  7.  Run HappySignals “Integration Job” manually with “Execute Now” and let it complete.**
  8.  [optional] Set worknote insertion on under “General Properties”.
  9.  Set the HappySignals “Integration Job” to active.
  10.  Commit Global update set(s) containing changes to email notifications.
  11.  If possible, do a production test:
    1.  Create and process test ticket so email with HappySignals feedback buttons gets triggered. 
    2.  Provide feedback to the test ticket and notify HappySignals with the ticket number for feedback deletion.

🔶 Other ITSM Platforms 

Go-live Checklist -- New Customers

(Customers who have not collected HappySignals feedback before.)
  1. Deactivate existing survey for the same purpose.
  2. Install the application / package to production environment.
  3. Set data mapping and other integration configurations for the environment.
  4. Make sure environment specific details (End-point URL, Shared secret, API-key) are set correctly and pointing to HappySignals production environment.
  5. Set outgoing emails to contain HappySignal feedback buttons.
  6. If possible, do a production test:
    1.  Create and process test ticket so email with HappySignals feedback buttons gets triggered. 
    2.  Provide feedback to the test ticket and notify HappySignals with the ticket number for feedback deletion.
 
** If first integration run does not fetch all required feedbacks, run it again manually until all needed feedbacks have been created in the environment.