How to track third-party incidents?

Question

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 · Answer

Hi @Rui Engana ,

I think it is better to create the ticket in the same customer service project, to allow the agents have all the tickets in the same place, for searching, linking,...

About the work type, maybe it is better to differentiate the "internal" incidents with the "external incidents", creating a specific work type. I think it can help better the agents to differentiate them at first look.

Regards

Rui Engana · Answer

What is your recommendation to where to create ticket on our JIRA, in our Customer Support project or a in different project for this sole purpose?

What type of ticket? An Incident?

NOTE: If issue is raised by our internal monitoring we may not have a customer ticket open to link to, but it's important to make notice that our service is been impacted.

Matteo Vecchiato · Answer

Hi @Rui Engana ,

Welcome to Atlassian community.

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

* Create a ticket in the external tool and get the ID and link to the ticket 
* Create a ticket in you own Jira with the references ( ID and link)
* In your own Jira the workflow should represents the actions you can do, like: reported, working, closed, discarded, ...
* 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