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  3. Frequently Asked Questions

Frequently Asked Questions

  • Contact addresses for non-technical related inquiries about ONEiO
  • Signing into the Help Center as a new user
  • How to Submit a Change Request to ONEiO
  • Which browsers are supported to be used with ONEiO.app?
  • Is there any limit for Inbound and Outbound queues?
  • How to Submit a Request for Deletion or Cleanup of a Message Conversation
  • How long is Message and Conversation Data Stored in ONEiO?
  • Best Practices to Open a Support Ticket with ONEiO
  • Does ONEiO run a Bug Bounty program?
  • Attachment size limit for ServiceNow SOAP API
  • What version of TLS does ONEiO Support?
  • Why should I pay the monthly subscription fee?
  • What development tools are available, if I wanted to build the ONEiO connections to our endpoints.
  • How long is the typical time to set up a ticket exchange using standard APIs out of the box between the two ITSM systems?
  • Do you provide a business rule engine capability for applying any business logic to the message content?
  • Can a case / ticket exchange flow include the use of acknowledgement processing to link 2 tickets together in the end point ITSM workflow systems?
  • How is version control of configurations managed in ONEiO?
  • What kind of field transformation capability do you provide?
  • Do you support endpoint outage management in the event end of the end-point systems being temporary unavailable?
  • Do you have a capability to measure KPIs such as latency between components, end-to-end response time and volumes of the messages?
  • Will the system provide notifications (e.g. email, SMS) about broken connections, tickets getting stuck, etc.?
  • What is your operational model?
  • Do the vendor adapters still require the client ITSM system to have an adapter component or development on their side?
  • What type of transactions (e.g. batch, real-time) can ONEiO support?
  • What can be viewed via tracking console and will I and/or my client have access to it?
  • Is there an admin tool to configure ONEiO for new partner connections, mappings, transaction flows, etc.?
  • Can ONEiO SaaS solution be deployed as on-premise?
  • What security models (e.g. basic authentication, WS-Security) do you support?
  • Are there any restrictions for the processing of attachments (such as size or file types)?
  • Can attachments be exchanged on a ticket?
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