How to track third-party incidents?

[Rui Engana]

Hi!

We run a brokering service that strongly depends on third-party integrations.

Currently we run a Customer Support project to address any customer initiated tickets.

How should we track our internal monitoring alerts when they detect problems with third-parties integrations? In those cases we need to raise tickets with the third-party using their own systems but we don't track any of them in our JIRA.

Since these third-party incidents impact our own overall service I would like to track them in our JIRA, but not sure what's best strategy for it.

Is anyone tracking third-party incidents in own JSM project?

[Matteo Vecchiato]

Hi @Rui Engana ,

Welcome to Atlassian community.

I would like to suggest the following process when your monitoring system detects an alert:

1. Create a ticket in the external tool and get the ID and link to the ticket 
2. Create a ticket in you own Jira with the references ( ID and link)
3. In your own Jira the workflow should represents the actions you can do, like: reported, working, closed, discarded, ...
4. If possible, you could think on synch automatically the status of your Jira ticket with the external tool, but it requires complex integrations probably.

I hope it helps