Ticket and DevOps Synchronisation Solution for System Center Orchestrator
Automate incident, work note and DevOps ticket synchronisation between service desk and bug tracking tools with a ready-to-deploy runbook solution for Microsoft System Center Orchestrator.
The Ticket and DevOps Synchronisation Solution is a flexible automation framework for Microsoft System Center Orchestrator that synchronises incidents and DevOps tickets between service desk and bug tracking platforms. When an incident is raised or assigned in a source system, the solution can automatically create the corresponding ticket or issue in the target system, return the created ticket reference, and relay relevant work notes, comments and resolution updates between the two platforms.
The solution uses Kelverion Orchestrator Integration Packs and a Persistent Data Store design approach to provide a scalable, reliable and configurable synchronisation model. It is designed to be adapted to each customer’s service desk and DevOps implementation, including the specific fields, ticket types, support groups and operational workflows used in the customer environment.
The Challenge: Manual Service Desk Synchronisation Slows Collaboration
Many organisations now operate multiple service desk, ITSM and DevOps platforms. That tool diversity is often necessary, but it creates a practical challenge: operations and development teams need to collaborate on the same issue while working in different systems. Without automation, keeping those systems aligned becomes time-consuming, labour-intensive and error-prone.
- Service desk analysts manually copy incident details into DevOps tools or bug tracking systems
- Operations and development teams work from different versions of the same issue record
- Work notes, comments and resolution updates can be missed, delayed or entered inconsistently
- Manual rekeying increases the risk of errors in priority, assignment, status, description and ownership
- Teams lose time chasing updates instead of progressing resolution
- Audit history becomes fragmented across systems, making reporting and post-incident review harder
- Building reliable bi-directional synchronisation from scratch can be complex because each platform has different data models, fields, permissions and workflows
Typical Automation Scenarios
- Create a Microsoft Azure DevOps work item when a ServiceNow incident is assigned to a development support group
- Create an Atlassian Jira issue from a service desk incident requiring development investigation
- Return the newly created DevOps or bug tracking ticket number to the original service desk incident
- Transfer the initial incident description, ticket type and mapped fields to the target system
- Synchronise work notes or comment logs between source and target tools
- Update the source service desk when the target DevOps or bug tracking ticket is marked as resolved
- Support controlled hand-off between IT operations, application support and development teams
- Use configurable mappings to adapt the process for ServiceNow, BMC Helix ITSM, Ivanti Service Manager, Atlassian Jira or Microsoft Azure DevOps
Benefits at a Glance
- Reduce Manual Effort
Remove repetitive copying, checking and updating between service desk and DevOps systems - Improve Collaboration
Keep operations and development teams aligned while allowing each team to work in its preferred tool - Increase Accuracy
Reduce rekeying errors and ensure ticket references, work notes and resolution updates are transferred consistently - Accelerate Resolution
Ensure the right information reaches the right team faster, helping issues move through investigation and fix cycles more efficiently - Strengthen Auditability
Maintain clearer cross-system history of ticket creation, updates, comments and resolution activity - Protect Existing Investment
Extend System Center Orchestrator and existing service desk platforms instead of replacing them - Support Flexible Architectures
Adapt synchronisation to customer-specific source and target systems, forms, fields and workflow rules - Standardise Repeatable Processes
Use runbooks to execute the same synchronisation workflow every time, improving control and reliability
Key Capabilities
- Bi-Directional Ticket Synchronisation
Pass controlled updates between source and target systems through Orchestrator - Automated Ticket Creation
Create incidents, issues or bug tracking tickets in the target platform when the configured trigger condition is met - Reference Number Return
Write the created target ticket number back to the originating system for traceability - Work Notes and Comment Transfer
Relay operational notes, comment logs and resolution information between platforms - Configurable Field Mapping
Align customer-specific ticket types, forms, fields and workflow requirements - Persistent Data Store Design
Provide a robust synchronisation model that helps manage state and transaction flow - Supported Service Desk Integrations
Extend to tools such as BMC Helix ITSM, ServiceNow or Ivanti Service Manager - Supported DevOps Integrations
Extend to tools such as Atlassian Jira and Microsoft Azure DevOps - Implementation Support Option
Kelverion can provide a led installation and configuration service to help deploy and tailor the solution
Why Kelverion?
Kelverion specialises in Microsoft automation and helps organisations extend the value of System Center Orchestrator, Azure Automation, Power Automate, Logic Apps and PowerShell. With a broad library of Orchestrator Integration Packs, production-ready runbook solutions and practical consulting experience, Kelverion helps customers automate service management, DevOps, monitoring and infrastructure processes without forcing disruptive platform change.
Kelverion’s approach combines reusable automation assets with customer-specific configuration, giving organisations a faster starting point while still allowing the solution to match their own service desk, DevOps and support group processes.
Ready to remove manual ticket hand-offs and improve collaboration between service desk and development teams? Speak to Kelverion about the Ticket and DevOps Synchronisation Solution for System Center Orchestrator and discover how quickly your organisation can automate incident synchronisation across ITSM, service desk and DevOps platforms.