Using REST-API (PULL & PUSH) from other ITSM Tools (JSM - Data Center)

[Morten Dieckmann-Keden]

Hello,

We are investigating the possibility of using Jira Service Management in the Data Center version.

We have a question regarding interfaces to other ticket systems.
Is there the possibilities to fetch data from another ticket system via REST API (or other formats)?

It is important to note that a external ITSM Tool is allowed to pull. Other instances are only allowed to push. Only our Jira instance is allowed to push and to pull.
It is also important to note that we want to push and pull data from other ITSM systems (It is important to figure out how to do this not only between Jira instances, but also between two different ITSM tools).
Is it possible to set this in the standard of Jira Service Management?
If yes, how can I set this (please with instructions or documentation link).

Thanks a lot in advance.

[Matthias Gaiser _K15t_]

Hi Morten,

as far as I understand, you're searching for a solution to synchronize various ITSM systems with each other. There are various ways how to achieve this:

• Program a solution/scripts yourself
  If you'd like to go this way, I'd recommend to have a look at Jira's REST API which consists of the standard Jira REST API as well as the JSM-specific REST API.
  You'd then need to look at the other systems you want to support if they provide similar APIs - and then write your scripts to read and write the data.
• Use a sync solution
  There are plenty of sync solutions out there which support synchronization of various ITSM systems. As a start, I'd look into the Atlassian Marketplace for your desired systems - or you share them here and count on the community to recommend the right tools for your ITSM systems.

I hope this helps you to move forward.

Cheers,
Matthias.

[Syed Majid Hassan -Exalate-]

Hi Morten, 

This is Majid @ Exalate. 

As Matthias already pointed out, your starting point would be the REST API documentation for Jira and JSM, and then you can build a solution. This DIY approach is usually fine if the integration requirement is simple enough, but in order to address complex use cases and make the solution scalable, it is usually more cost-effective and efficient to go with an integration solution. Here at Exalate we specialize in these integrations by providing the user a free version of the tool for basic use cases, and a licensed version for complex scenarios. 

Hope it helps. 

Thanks

Majid