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  3. Frequently Asked Questions

Frequently Asked Questions

  • Signing into the Help Center as a new user
  • Requests to move Configurations from QA to Production
  • 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?
  • Does ONEiO support JSON REST, SOAP/WSDL, HTTPS/XML type of transactions?
  • Does ONEiO handle asynchronous or synchronous transactions?
  • What features and functions does ONEiO SaaS solution provide?
  • What type of data gets exchanged to and from partners via ONEiO?
  • What if a customer wants to stop using ONEiO, do we get the configurations with us?
  • How is ONEiO's service monitored?
  • How is security taken into account when developing the ONEiO service?
  • What are the security controls in use?
  • How is ONEiO service security assured?
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