Automated Ticket Synchronisation between Service Desks or Bug Tracking Systems

The existence of multiple Service Desks from different Vendors is now commonplace across many Organisations.

Equally in the increasing complex application environments that enterprises operate there is an equal need for IT and Development Teams to work together on faults but they both use different tools, the Service Desk for IT and a Bug Tracking tool like Atlassian Jira or Microsoft TFS for the Development Team.

However, incorporating reliable communication and transfer of information across such Service Desks or Bug Tracking tools in an Enterprise setting is a time consuming, labour intensive and an error prone process.

Up to now automating this process has become a minefield of challenges. System Center 2012 Orchestrator provides the platform from which to succeed.
However, even for an experienced Orchestrator developer, there are two significant challenges with envisioning a HelpDesk to HelpDesk or Help Desk to Bug Tracking solution.

The first challenge is being able to interface and parse data between the two Systems bi-directionally.

The second challenge is more complex and entails being able to identify and dynamically update or communicate only the changes that have occurred to the Incident in the other Service Desk.

The Kelverion ‘Ticket and DevOps Synchronisation’ Solution meets these challenges and delivers. A User can simply raise a new Incident in one Service Desk i.e. System Center 2012 Service Manger and the Incident will be automatically created in Service Desk B (e.g. ServiceNow or Atlassian Jira). Subsequent changes to the Incident by either Service Desk will be automatically relayed in isolation to the opposing Service Desk via Orchestrator. The relayed information will be in the form of communication to the respective Work Notes (ServiceNow) or Comment Log (Service Manager). The Operator is the then equipped to update the Incident appropriately and accurately.

This Solution leverages the Persistent Data Store design philosophy and the Kelverion Orchestrator Integration Packs to provide a scalable and robust solution.
This is a fully adaptable offering which is easily extendable to use your own Service Desk such as BMC Remedy, ServiceNow, CA Service Desk Manager or HP Service Manager. Or to use Atlassian Jira or Microsoft TFS for Bug Tracking…

Each companies Service Desk and Bug Tracking systems are configured slightly differently and the Incident processes varies so the solution is provided as a flexible working framework which can be tailored to each specific customer implementation.

The benefit of the solution is that the design and operational workflow is in place and only requires customising to accommodate the actual fields present in the Service Desk Incident Ticket or Bug Tracking system Issue Ticket.

This Automation Solution requires the following Kelverion Integration Packs:

  • Integration Pack for SQL Server.

  • Integration Pack for Text Manipulation.

  • Integration Pack for Data Manipulation.

  • Integration Pack for target Service Desk or bug tracking system.

Solution Implementation

The solution is delivered as a Kelverion lead installation and configuration. In this option, you provide Kelverion with remote access to your environment and then a Kelverion consultant will lead the installation and configuration of the solution into your environment and you will provide the subject matter expertise around your Service Desk, SCCM, and Active Directory infrastructure configuration.

Up to 40 hours of services delivery is included, valid for 12 months from solution purchase to assist with the deployment of this solution

Download your free fully functional trial today!