Many maintenance service or status checks of vending machines are still done by service agents visiting the location. They decide whether a specific machine requires repair work, service maintenance or upgrade. Automatisation of the service case creation would instead add value by streamlining your service process and make your agents more productive. In this use case we will look into this process using two of our accelerators that are for ServiceNow and MQTT.

Proactively notify your service agents.

ServiceNow, a leading software-as-a-service provider, provides technical management support, such as IT service management, to the IT operations of large corporations, including providing help desk functionality. MQTT on the other hand is an IoT protocol for machine communication to other applications.  Integration of ServiceNow with MQTT allows your service agents to be proactively notified when service maintenance is needed for one of your vending machines in any location.

This scenario allows you to hold insights into the status of all your machinery via MQTT and receive automatic maintenance tickets in ServiceNow, directly pushed by the vending machine itself. The service case gets auto-dispatched to your service agent with the right skillset and availability. Field updates and task assignments related to the service case are fully automated and integrated to ServiceNow.

MQTT is one of the main machine-2-machine IoT protocols as it is light weight and suited for constrained networks. With the MQTT accelerator it is possible to pick up messages and the ServiceNow accelerator creates service cases in ServiceNow via SAP Cloud Platform Integration. The publish and subscribe mechanism of MQTT allows SAP C Cloud Platform Integration to read the latest vending machinery status depending on the MQTT topic and creates the right ServiceNow ticket accordingly when action is needed.

Integrating ServiceNow and MQTT via SAP Cloud Platform Integration automates machine service case creation allowing companies to be faster to alert and dispatch for repair activities, service maintenances and upgrades. Your service agents are now immediately notified to quickly resolve the cases and serve your customers effectively!

Accelerators

Rojo Consultancy
Rojo Consultancy

MQTT Accelerator for SAP Cloud Platform Integration

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Rojo Consultancy
Rojo Consultancy

ServiceNow Accelerator for SAP Cloud Platform Integration

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