Requestor
General Information
| Name | Vijayshree Erodula | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Group/Unit | CCT/SASS | ||||||||
| Date Requested | |||||||||
| JIRA |
|
Integration Requested
- JIRA
- Service Now
- Google Sheets
- Other (Please Specify):
Bi-Directional?
- Yes
- No
Business Case
Dump all SASS Maintenance Tickets into Jira to provide a high level overview of work that needs to be accomplished. Would want to see these tickets alongside project work that is not in Service Now.
Triggers/Conditions
- Only tickets created within the last two years
- All incidents assigned to "SASS Maintenance Services" should be created in Jira in a "SASS Operational Support Project" (Needs to be created in Jira)
- Notifications should come from Jira (if possible, need to look into this)
Mapping: ServiceNow - Jira
| ServiceNow | Jira |
|---|---|
Category | Issue Type |
Mapping: Jira- ServiceNow
| Jira | ServiceNow |
|---|---|
Results
Notes
Current process:
- All tickets come into SN as incidents or requests. Preference is to create ONLY incident tickets not requests (cannot create a change ticket on top of this). Enhancement forces the ticket into a request
- aasupport@yale.edu, automatically creates an incident and assigns it to our group
Integrations:
- There are lots of old tickets from prior ticketing system, we only want tickets from last two years
- Work notes and comments should be synced bi-directionally
- Users should NOT have the ability to create issues in Jira Project