ITSM Integration

Question

Hi Community,

I am keen to get feedback on options to integrate multiple ticketing solutions into a single ticketing system. The control I have is over the part of the process in the orange box.

I have set up a version of this. relying on the JSM Request Types, however, this only caters for the initial creation event, not subsequent Updates, which of course leads to duplicates being created each time a ticket is updated in the external ITSMs.

I assume I need to consider a mail handler, use of the JIRA API or a 3rd party tool?

Any input from the community is welcome.

Cheers

unknown · Answer

Jeroen, thanks greatly appreciated, I will take a look.

Jeroen Poismans · Answer

Hi Andrew,

Have a look at Scriptrunner Connect (I do not work for the company):

https://www.scriptrunnerhq.com/atlassian-apps/jira/scriptrunner-connect

We have good experiences with this platform that in a nutshell lets you consolidate, integrate ... multiple ticketing systems or other platforms, basically everything with an API.

They have great native support for SNOW, Jira, Slack, Google ... but everything with an API can be integrated with really.

Hope this helps!