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SASS Maintenance Jira - SN

SASS Maintenance Jira - SN

Owned by Kate Hathaway (Unlicensed)
Last updated: Jul 06, 2018

General Information

NameVijayshree Erodula
Group/UnitCCT/SASS
Date Requested 
JIRA ATEAM-28 - Getting issue details... STATUS

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

ServiceNowJira

Category  



Issue Type




Mapping: Jira- ServiceNow

JiraServiceNow






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