Creating escalation with an external company that uses a different ITSM - without webhook/API

[Eli Aharon]

Hi Everyone,

Following up on my previous post regarding the creation of a Level 2 escalation process with an external company that uses a different ITSM system (Autotask), I received suggestions that the solution could involve setting up a webhook integration or using an app from the Jira Marketplace.

I contacted the external company, but unfortunately, they are unwilling to implement or accept any webhook, API, or other form of system integration.

This automatically leads me to explore what might be the only possible alternative—though I am not sure if it's technically feasible.

To open a ticket in their system, we need to send an email to their designated address. Once received, their system sends back a confirmation email containing their internal ticket number. My question is:

Would it be possible to create an automation flow such that when we initiate a Level 2 escalation in Jira ITSM, an email will be sent from Jira to their system, and their reply (including their ticket number) will be automatically received in our Jira ITSM and linked to the same originating ticket?

In short:

Is it possible to build an automation flow using the email subject line (which would include both the Jira ITSM ticket number and their system’s ticket number) so that the full correspondence is tracked and logged in both systems?

If this is feasible, I would greatly appreciate guidance on the best way to implement such a solution.

Thank you!

Best regards,

Eli

[Christopher Yen]

Hi @Eli Aharon 

If your workflow/automation sends an email with the key in the subject and the reply-to set as one of your email addresses connected to the project it should receive replies from the Autotask system as a comment on the work item as long as the key is still in the subject line of the reply. In order for this to work your environment would need to be able to accept emails from external users/domains or you would need an account created for the Autotask sender. 

[Eli Aharon]

Hi Christopher,

Thank you for your reply. How can I configure it? 

I created a level 2 status and went to automation to create a trigger that sends an email.

How do I properly create the "To" with the external company's ITSM email?

How do I configure the subject so it will include the ticket number (key) in it?

Their ticket number (key) is placed at the beginning of the email subject. Once their system generates the ticket number (key), will Jira still recognize it and add it to the Jira ticket, based on the subject change? (Their ITSM key and after that Jira key)

Thank you

Best regards,

Eli