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Establishing a communication link between Service Manager and JIRA


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Hi,

We intend establishing a communication link between Service Manager and JIRA whereby requests created in Service Manager can be auto-generated in JIRA as well.

Are there any restrictions/issues we need to be aware of especially with regards to emailing/auto updates. We do intend using  auto responder rules hence would like to confirm that any auto updates would not cause mail loops  e.g. any caveats we should issue via the support model, like cc'ing the two tools to avoid auto updates.

Rgds,

Izu

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On ‎1‎/‎17‎/‎2019 at 10:28 AM, Izu said:

nication link between Service Manager and JIRA whereby requests created in Service Manager can be auto-generated in JIRA as well.

Are there any restrictions/issues we need to be aware of especially with regards to emailing/auto updates. We do intend using  auto responder rules hence would like to confirm that any auto updates would not cause mail loops  e.g. any caveats we should issue via the support model, like cc'ing the two tools to avoid auto updates.

Rgds,

Izu

Hi,

Please, could I have a feedback with regards to this request.

Rgds,

Izu

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@Izu

Its a difficult question to answer without being highly specific. Part of setting up both systems to use email and autoresponder type behavior will be to ensure there is no loops, this is an implementation-specific thing. It is certainly possible to configure Service Manager to not send automated emails on an update, in fact, it does not by default so what you want to achieve should be possible.

Personally, I would advise you would be much better off using the iBridge and BPM to log the requests on Jira from Hornbill and to use whatever call-out capability Jira has to invoke our API's to do the same.   You will have for more control over the integration and the performance quality this way. 

Gerry

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