How can we forward a ticket to our service provider

[Thomas Kuhlenkamp]

Hey guys, 

if we create a ticket in JSM and I like to adress it to the ticket system of our service provider with description, screenshots etc how can we do that? 

Actually we create the ticket as a bug for example and the author is our internal customer. 

as we put in the service provider as author the description and screesnhots are missing via the automatic response. 

Can anybody help to optimize the workflow? 

Thanks and best regards, 

Thomas 

[Ste Wright]

Hi @Thomas Kuhlenkamp _PAA_ 

Is your Service Provider...

• Accessing the ticket on your actual Service Management Project (i.e via the Agent view)
• Receiving a notification and only able to view it via the Request Portal (i.e the customer view)
• Getting the ticket sent to them, into their own portal (eg. sent to another Jira instance, or ServiceNow, SFDC, etc) - if so, how?

Clarifying the specific process steps and systems involved to send the ticket to your Service Provider, will help us provide the best option :)

Ste

[Thomas Kuhlenkamp]

Hi Stephen, 

thanks for your fast reply. 

Our Service Provide has their own ticketing system (Freshdesk | Customer service software by Freshworks Inc). They have to document it in their syste, we like to use and share the information in our environment and colleagues. 

Today we testeed the follwoing processes: 

Forwarding an existing ticket to the service provider: 
1. An internal client has an incident. He writes an e-mail to our support address and within Jira a ticket is createdt automatically. 

2. If we evaluate that we can't find a solution we need to involve our service provicer.

3. Therefore we want to forward the ticket with its information (description/images) to their ticketsystem (freshdesk) via JIRA. 

4. Actually I can add a request participant to the item. But then the contact will be involved in all comments from this time on. But don't know anything about the incident. 

Creating a new ticket within Jira and adress it to the service provider: 

1. Create a ticket (Service request) within Jira. 

2. Missing "field" to add the service provider to send the information from the form to the support e-mail from service provider. 

3. in the end there will be 2 tickets - one in Jira and another one in fresh desk. 

Few years ago I worked with OTRS and within die creation of a ticket it was possible to add the e-mail of the service provider who will get the same information and all answers are added to the same ticket. 

If you need further information please let me know. 

Thanks and best regards, 
Thomas 

[Ste Wright]

Hi @Thomas Kuhlenkamp _PAA_ 

Is it not possible to integrate Jira and Freshdesk more directly?

It looks like there are options for this...

• Freshdesk's own instructions: https://freshdesk.com/integration/jira
• Marketplace App options: https://marketplace.atlassian.com/search?query=freshdesk

Ste

[Chris Dunne {Raledo}]

Hi Thomas, do you know what ticketing system your service provider is using?

It may be possible to use automation rules to either email the information to the service provider's ticketing system or use an API provided by the ticketing system.

Chris

[Thomas Kuhlenkamp]

Hi Chris, 

our service provider is using fresh desk. 220325 - Ticketsystem Test - Freshdesk vs. Jira   (Webansicht)

We already thought about using API. But actually nobody is keen about. If there is no other solution I will push it.