PIER to Jira Integration

[Sagar Badge]

We have two ticketing systems (Pier and Jira).

Both have APIs to get, create, update tickets.

T-Mobile use Pier and my team in Brite Bill use Jira.

We need to integrate the two systems, so every new ticket that is opened for Brite Bill in Pier is being created in Jira.

Thereafter, every change made to this ticket should be updated in both systems (including attachments).

Use cases -

1. Monitor Pier for any Brite bill related ticket being opened and create it in Jira.
2. The location of the ticket should be in the correct queue.
3. Monitor Pier for every update on a ticket that was created for Brite Bill and update it on Jira (including all fields that could be updated and any attachments).
4. On every update in Jira, to a tickets that was created from Pier (which is not internal comment), update back to Pier. This should include waiting for customer status, in which the ticket needs to be flagged in Pier for the person that opened the ticket.

Please provide us documentation/Guide  to Implement these changes.

[Nic Brough -Adaptavist-]

Ok, you'll need to do quite a lot of coding in Jira

1.  You'll need to write a service to regularly interrogate Pier for new stuff

2.  That's rules you'll need to build into the service to ensure the right data is put on the issue to get it to be selected by the right queues

3.  Same as 1

4.  For simple cases, you can probably use webhooks in the workflow to send some updates across (specifically any change of status), but for issue edits outside the workflow, you'll need a listener.

Items 1-3 would be a lot more simple if you could do them in Pier - if it has some form of event system or ways to call code on whatever updates you want to send over, you can use simple REST calls to Jira to do more live updates (explicit update calls are generally better than trying to scrape recent changes)