Hi, I am investigating integrating our Jira environment with our corporate VSM system.
Basically, all Service Requests are raised in VSM and only a small subset will end up having their workflow managed in Jira.
Our basic workflow will be:
1. Serivce Request is opened and assigned in VSM
2. Where applicable, a Jira Issue to act as a place holder is raised to work on the Service Request
3. When work on the Issue is completed, both the Jira Issue and the Service Request are closed
Is their a recommended approach to this?
Our initial thoughts are to start with the Jira email in to create the Jira Issue then work from there.
Depends on what you can do with your VSM system. Sending an email to JIRA is pretty basic. You can't parse fields, do defaults or complex updates (just comments really) with the standard handlers, you'll probably quickly find that you want something more clever and hence need an addon to provide a more flexible/powerful email parsing process.
If, however, you can do some coding in the VSM, you could easily push detailed data into JIRA over its REST interface. That includes specifying the content of any field you want during issue creation and edits (that covers your first point) and telling it to transition through the JIRA workflow (which means you can say "oi, JIRA, close issue xyz-123" when the VSM record is closed)
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