USM Connector for Jira: Incident Management

For one of our clients, we successfully implemented an interface between USU Service Management and Jira using our Connector (the Connector is available here). Below you can read a short overview of the implementation. 🛠️

REQUIREMENT

The Customer tracks Incident tickets in USM. In some cases, they need to send the tickets to their partner. The partner uses Jira Service Management for processing Incidents ❌. The requirement was that the USM Service Desk users should be able to create a Jira Issue directly from the USM Incident Ticket. ✅

FUNCTIONAL REQUIREMENTS:

Synchronization of selected fields 📝 (Standard and Custom) between Jira Issues and USM Tickets
The trigger for creating a Jira issue ⚙️ is an assignment of the USM Ticket to a specific Support Group
The target 🎯 Jira Project is predefined in the USM Support group
Synchronization of Comments 💬 and Ticket descriptions
Synchronization of Attachments 🔗
If the status of the Ticket or Issue is changed the interface should create a comment/ticket description with that information ✅

IMPLEMENTATION

For the implementation of the interface, the customer 👥 decided to use our USU Service Management Connector for Jira. It consists of two parts:

Plugin for Jira Server
Preconfigured Package for USM (Configuration of Generic Interface and Custom Workflows)

On the USM site, the Generic Interface actions have been modified 🛠️ to meet the customer’s requirements. The calling of the interface actions was integrated into the USM Processes.