External application uses incident ticket data

[Stiwar Nunez]

Hello.

We want to implement a new functionality in incident tickets, the idea is that when the ticket is in a specific state, it triggers a transaction in another system, basically it is to update information in the other system, and once this is done, that is, transaction successful, proceed to close the ticket. Is this possible? how?

The other functionality required is that from an external system, consult the incident tickets of a particular date or status and obtain information on the content of the tickets that comply so that this is entered in the external system and once this is done, update in the incident tickets in a field such as "Processed". Is this possible? how?

If this is possible, Can I do in Cloud and DataCeneter version?

Thanks in advance

[Brant Schroeder · Accepted solution]

@Stiwar Nunez It really depends on the other system.  In Jira automation you could setup a rule that then sends a web request (Post to webservice)  You could use this to send information to the application and then when the application completes you can use the Jira API to close the issue.  https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/ It requires a little development but is possible.

[Stiwar Nunez]

Hello @Brant Schroeder , thanks a lot for your answer.

Could this solution be development in cloud and datacenter version?

Thanks in advance

[Brant Schroeder]

@Stiwar Nunez both cloud and datacenter have a web request option and APIs that could be used to close issues, so it would work for both.  

[Stiwar Nunez]

Thanks so much @Brant Schroeder