Creating escalation with an external company that uses a different ITSM - without webhook/API

[Eli Aharon]

Hi Everyone,

Following up on my previous post regarding the creation of a Level 2 escalation process with an external company that uses a different ITSM system (Autotask), I received suggestions that the solution could involve setting up a webhook integration or using an app from the Jira Marketplace.

I contacted the external company, but unfortunately, they are unwilling to implement or accept any webhook, API, or other form of system integration.

This automatically leads me to explore what might be the only possible alternative—though I am not sure if it's technically feasible.

To open a ticket in their system, we need to send an email to their designated address. Once received, their system sends back a confirmation email containing their internal ticket number. My question is:

Would it be possible to create an automation flow such that when we initiate a Level 2 escalation in Jira ITSM, an email will be sent from Jira to their system, and their reply (including their ticket number) will be automatically received in our Jira ITSM and linked to the same originating ticket?

In short:

Is it possible to build an automation flow using the email subject line (which would include both the Jira ITSM ticket number and their system’s ticket number) so that the full correspondence is tracked and logged in both systems?

If this is feasible, I would greatly appreciate guidance on the best way to implement such a solution.

Thank you!

Best regards,

Eli