Follow the guidance below to enable HappySignals Ticket-based IT Experience in your IT Service Management.
HappySignals installation and setup process in brief
- Get the HappySignals Integration Application
- Install the HappySignals Application and Make Basic Configurations
- (Optional) Setup and Share HappySignals Agent View
1. Get the HappySignals Integration Application
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
- 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: - HappySignals approves the request
- Customer's ServiceNow Customer administrator makes the application entitlements
FreshService
- Customer's FreshService administrator requests the application package through support@happysignals.com
- HappySignals provides two application package files:
- FreshService Integration package for enabling two-way integration to HappySignals
- FreshService Reporting package for enabling “Agent View” in the ITSM tool
- Customer's FreshService administrator uploads the files to a FreshService environment for installation
JIRA Server
- Customer's Jira administrator requests the application package through support@happysignals.com
- HappySignals provides a single application file in .jar format
BMC Remedy
- Customer's BMC administrator requests the application package through support@happysignals.com
- HappySignals provides a single application file in .zip format
Cherwell
- Customer's Cherwell administrator requests the application package through support@happysignals.com
- HappySignals provides a single application file in .mApp format
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
- Sets up three different environments for the customer:
- Development
- Test
- Production
- Provides the HappySignals environment configuration file to Happiness Owner and ITSM tool administrators
- Each HappySignals environment has three environment-specific details that are needed in the implementation
- Environment URL
- Shared Secret
- API-key(s)
- Each HappySignals environment has three environment-specific details that are needed in the implementation
- Grants Happiness Owner administrator access to the cloud platform
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
Full instructions for installing and configuring the application are available on HappySignals Support Site:
FreshService
- FreshService Integration package for enabling two-way integration to HappySignals
- 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
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,
- Your HappySignals instance URL provided by HappySignals support
- A shared secret used to sign the outgoing voting links, also provided by HappySignals support
Cherwell
- Admin access to CSM platform for implementing mApp application
- Your HappySignals instance URL provided by HappySignals support
- A shared secret used to sign the outgoing voting links, also provided by HappySignals support
- API key for getting feedback data back to your Cherwell, also provided by HappySignals support
Ivanti
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
HappySignals feedback process
(Optional) HappySignals language best practices
- Article coming up...
(Optional) Advanced data configurations with scripting (ServiceNow only)
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
- 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
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
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.)
- Deactivate existing surveys for the same purpose.
- Install the application to production.
- Commit Scoped update set(s) containing data mapping and other configurations.
- Set environment-specific details (End-point URL, Shared secret, API key) for the application under “General Properties”.
- Create “Data preservers” for the environment-specific system properties so they are not overwritten in non-production environments during production clone.
- Commit Global update set(s) containing changes to email notifications.
- If possible, do a production test:
- Create and process test ticket so email with HappySignals feedback buttons gets triggered.
- 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.)
- Install the application to production.
- Commit Scoped update set(s) containing data mapping and other configurations.
- Set HappySignals “Integration Job” to inactive.
- Set environment-specific details (End-point URL, Shared secret, API key) for the application under “General Properties”.
- Create “Data preservers” for the environment-specific system properties so they are not overwritten in non-production environments during production clone.
- [optional] Set worknote insertion off under “General Properties”.
- Create a placeholder feedback record to the “HappySignals Feedbacks” table with a “timestamp” set as starting point for fetching existing feedback to the environment.
- Run HappySignals “Integration Job” manually with “Execute Now” and let it complete.**
- [optional] Set worknote insertion on under “General Properties”.
- Set the HappySignals “Integration Job” to active.
- Commit Global update set(s) containing changes to email notifications.
- If possible, do a production test:
- Create and process test ticket so email with HappySignals feedback buttons gets triggered.
- 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.)- Deactivate existing survey for the same purpose.
- Install the application / package to production environment.
- Set data mapping and other integration configurations for the environment.
- Make sure environment-specific details (End-point URL, Shared secret, API-key) are set correctly and pointing to HappySignals production environment.
- Set outgoing emails to contain HappySignal feedback buttons.
- If possible, do a production test:
- Create and process test ticket so email with HappySignals feedback buttons gets triggered.
- Provide feedback to the test ticket and notify HappySignals with the ticket number for feedback deletion.