The Customer tracks Incident tickets in USM. For some cases they need to send the tickets to their partner. The partner uses Jira Service Management for processing of Incidents. The requirement was that the USM Service Desk users should be able to create a Jira Issue directly from the USM Incident Ticket.
For the implementation of the interface the customer decided to use our USU Service Management Connector for Jira. It consists of two parts:
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.
Case Study Change Management
Case Study Incident Management with Project synchronization