Jira – Jira Service Management Integration

Data Types: Аll default fields (incident, task, bug, story, etc) + custom fields

Jira Service Management (Incident) → Jira (Tasks)

Jira – Jira Service Management Integration Use Case

If your helpdesk team is using Jira Service Management, and your DevOps team is using Jira, you can benefit a lot from integrating both systems.

For example, when an Incident is created in Jira SM, the helpdesk team might find out it is due to a bug or change request and needs to be forwarded to the developers. With ZigiOps, this will happen automatically, and no one needs to open Jira and manually enter the information there.

All available fields are synchronized. Everything from incident, task or bug to story, status, or progress. Furthermore, with ZigiOps you synchronize custom fields and custom types, as well as issue links with which you can track the dependencies of each issue. Your integration fully fits your specific requirements.

When the task in Jira has some progress, the Jira SM incident is updated automatically, so the helpdesk team knows what is going on instantly. Once the bug is resolved, and the task is closed in Jira, it is updated in Jira SM, as well, and the customer receives a notification that the issue is solved.

Challenges for Jira and Jira SM users

Jira is currently the most popular DevOps system. Many development teams are using it to track and manage projects. Jira Service Management is used to manage IT infrastructure and handle IT requests.

Often, the ITSM team would be using Jira SM to handle tickets, and the DevOps team would be using Jira to track and distribute tasks. The challenges start when your teams are using both platforms but are not aligning them. This often results in silos, delays and incorrect handling of issues and misalignment of teamwork.

ITSM and DevOps need to be in sync, especially in large organizations. Real-time data transfer between systems may often be critical.

How do we solve them?

With ZigiOps, you can track and organize incoming queries from Jira Service Management and send them directly to Jira for a faster resolution. You don’t need any coding or API knowledge.

With ZigiOps you can update all default fields, like incident, task, bug, story, change request, etc. in Jira and Jira SM. Additionally, you can synchronize custom fields and custom types, including issue links which help you sync issue dependencies.

Automate workflows in DevOps and ITSM, improve collaboration and teamwork, and eliminate bottlenecks with a simple, no-code integration, using ZigiOps.