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ServiceNow's built-in CTI Integration allows third party phone agents to do a screen-pop to send call data to the ServiceNow instance to pre-populate a ticket or do other activities. By default, the CTI integration will take the call information and determine if the caller already has open tickets associated to them. If they do, the system will show that user’s record with a list of their open incidents and assigned configuration items.

While this feature is great, a lot of companies want to bypass this feature and open a new incident form regardless of whether or not the caller already has open tickets.

The following solution creates a new CTI Rule in a ServiceNow instance to give your Call Agent System the opportunity to force open a new incident record regardless of the number of open tickets already associated to the user:

John Andersen
Passionate fan of Custom Apps, Integrations, and Service Portal Experiences

March 2014 ACI.jpgThe Application Creation Index (ACI) swooned in March, dipping 5.2% to close at 96.42. Investors sold off cloud platform favorites like $NOW and $CRM to lock in gains from 2013 and reinvest profits in slow growth sectors like aerospace (+3.0%) and retail (+1.5%). During the same period the broader market indices were up slightly with the Dow Jones Industrial Average and S&P 500 both gaining nearly 1%.


What's required for cloud platform stocks to regain momentum? Based on continued growth in app dev-related job postings and traffic at leading developer communities like Stack Overflow and GitHub, the March decline will correct itself. We'll see more green when investors regain confidence in economic growth and the Fed's bond-buying plans solidify.


ACI aside, creators will benefit from announcements in March including Google drastically reducing the cost of its cloud infrastructure services and Cisco's billion dollar bet on cloud app dev. Additionally, Box CEO Aaron Levie dropped an L-bomb with the proclamation that cloud storage will soon be free. He did that amid a flurry of announcements at the company's first Levie comedy hour, er, Box platform developer day. I attended it along with 1,000 of my closest socially awkward friends and have since joined the Levie fan club. Google "Mikkel Svane" and "back hair" to see why.

developer.jpegThat's not a religious question. Or a philosophical or metaphysical one. It's one I asked myself expecting the answer to be a Google or Quora search away. The closer I got to an answer the more I realized it's the wrong question. We're all creators now. In an age when everything's a platform, everyone's a creator.


My six year old Dara's a creator who uses Scratch to animate ballerinas. My ninety-three year old grandma's a creator who develops (adorable) photo journals on Snapfish. IDC says there are 18.5 million developers based on census data from 90 countries but that's like saying there are three million trout in the world because that's how many were caught last weekend in Lake Michigan. Others claim that number is anywhere from 10 to 100 million but who cares…they're all hopelessly wrong.


It's time we redefine "developer" for the modern era of content creation. It must include anyone who publishes anything that's consumed in an app. It's time we call them what they are: creators. Creators don't all hang out on GitHub and read Stack Overflow. Creators don't all write JavaScript or even shell scripts. Heck, most think Ubuntu has fins and lives in Loch Ness. And yet, they create the world's most engaging content and their creations generate more page views than Snapchat or Instagram or Pinterest ever will.


The cult of apps began six years ago with the launch of the App Store. Yet today, it's still painful for non-programmers to create cross-platform apps for all three screens, ones that work offline, support push notifications, self-monitor and self-heal. The sooner we shed perceptions about who creates applications the sooner we'll develop tools that serve their needs.


A quick survey of what's getting funded in Silicon Valley confirms it: we'll see more innovation in app dev over the next five years than we've seen in the previous thirty. Expect platforms designed for and by creators. Expect lines between dev and ops to continue to blur and expect cloud infrastructure provisioning and auto-scaling to become transparent. Compute resources and storage will soon be utility-reliable and Facebook-accessible like electricity or plumbing.


The key takeaway for creators: keep creating. Keep focusing on delightful user experiences and compelling content. We GitHub literati learn slowly... but finally understand you're the new boss.


Grandma: I expect big things!

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