We have a current support system and after rolling in JIRA we still want that system to be the entry point for all support requests because our users know that as a one stop for everything. We will take users from there to JIRA where they can open a JIRA ticket. Similarly, we want them to be able to check the status of their JIRA ticket from our current system - Ticket status, See open Tickets and Resolved tickets.
To acheive this, can we track their activity/tickets when they are in JIRA environment and then give them a dashboard in our own system? Please advise.
Jira already supports per user Activity Feed. Isn't that sufficient for your usecase? It is accessible at <yourjiraurl>/secure/ViewProfile.jspa?name=<username>.
The same could be accessed via RSS at <yourjiraurl>/plugins/servlet/streams?filterUser=<username>
Activity Feed sounds good. Would that include - User name, date, issue description, team assigned etc. We actually want to capture what kind of issue are being in submitted in JIRA and who are the people assigned to work on these? Will Avtivity Feed give me all this information?
Thanks for your inputs.
You could develop an event listener in JIRA that catches all events like isue create, issue close, assign and update a shadow record in your current support system. Of course your curren support system needs to provide a remote API (REST, Soap) that you can use to create, update and delete work items there.
Of course this is said easier than done but we have done something similar. Our leading support system get's reported issues from various sources, one of them is JIRA.
Hello, Community! My name is Gosia and I'm a Product Manager on Jira Server and Data Center here at Atlassian. Since 2002 when we launched our public issue tracker, jira.atlass...
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