We have requirement to create issue in jira automatically when we get ITSM ticket. Similarly the IT

[Rashmi]

We have requirement to create issue in jira automatically when we get ITSM ticket.

Similarly the ITSM ticket should be updated back when we do update on the corresponding Jira issue. I was trying to follow the steps given in this https://www.atlassian.com/devops/observability-tutorials/jira-datadog-integration

but I do not have consumer key, consumer name, and public key of itsm.

ITSM ticketing tool which we are using is BMC remedy IT service management.

Any suggestions?

[Gaurav]

Hello @Rashmi 

Based on the details shared, I understand that the use case is to create a ticket in Jira when you have a ticket in BMC Remedy ITSM system.

For this purpose, you will need to set up an integration between the 2 systems. There are multiple platforms available on the Atlassian Marketplace which can help you with this.

I have used the Exalate plugin in the past for setting up integration between heterogeneous systems.

Please note that the link shared is for setting up integration between 'DataDog' (a monitoring and security platform for cloud applications) and Jira.

Kindly let me know if this helps.

Regards

-GG

[Rashmi]

Hi I tried installing exalate plugin in jira. I see this Your evaluation license has expired. Therefore, synchronization is limited to Basic mode connections. Visual mode and Script mode connections are paused until upgrading your license in getting started and in general setting it asks for some information

Configure General Settings

Proxy User *

Email Notifications

In-JIRA Notifications

Authentication required

Polling interval (in seconds)

Show Exalate and Connect actions

Show Unexalate action

Hide inactive connections

Display URL

Can you elaborate a little bit about this?

[Mathieu Lepoutre _Exalate_]

Hi @Rashmi 

I'm working as a pre-sales engineer with Exalate.

Creating tickets in Jira, if a ticket was originally created in your ITSM system, is a perfect use-case for a bi-directional integration of Exalate. Through triggers this syncronization can easily be done automatically.

Exalate will work as an add-on and act as an integration tool.

The ticket will out-of-the-box be fully bi-directionally syncronized, which means, if a field gets updated on either side, it will automatically update on the other side, you can change this to make it uni-directional if you so please.

Exalate is easy and straightforward to set-up and you can control exactly which data you want to send and/or receive. 

If you would like to see a customized demo of the product, please book a slot with us. 

There is a trial periode which we can use to set-up your POC.

Cheers

[Gaurav]

Hello @Rashmi 

The details requested for configuring the Exalate plugin. It seems someone has previously tried the same plugin in your organization and has used the free trial period.

I would suggest you connect with the vendor (idalko) team for further exploration, if you wish to continue with this plugin.

Regards

--GG

[Krister Broman _Advania_]

There is multiple options to do two way integrations with Jira, and you need to have plenty of discussions with your stakeholders to land in the best solution. Some ways you could do this. 

* Connect an email account to jira, use that email for remedy to communicate with as participant of the tickets (make sure there is a receiving account in Remedy).

* Use Remedys and Jiras automation functions to send REST updates back and forth. All actions will require separate functions.

Example: Automation-for-Jira-Send-web-request-using-Jira-REST-API 
Documentation: https://developer.atlassian.com/server/jira/platform/rest-apis/

* Use an intermediary, an integration engine to act either by posting to it or having it pull data at specific times and handle the translations between Jira and Remedy. 

Example on integration engine: https://azure.microsoft.com/en-us/products/category/integration/

* Use a marketplace app specific to Jira / Remedy that does the integration for you. Quick check gave a couple of options that are sort of a mix between app and integration engine.  (Also FYI this is the version used in the datadog link you provided, that link does not apply to your situation what so ever) 

These are just the four options i most commonly use when designing solutions for transferring data between systems, all have issues and all take different amounts of time to setup.

Just be aware that anything with Integration is hard and requires you to think it through in multiple ways, take jira, what happens with other automations if data is updated, what status updates is required, which permissions etc. It is very easy to make mistakes that cause issues either by posting erroneously or not posting at all at times. So if you are a novice in this, then I would suggest that you either take at least a couple of weeks to read everything you can find on the subject or contact a partner with experience on integrating Jira to other systems. 

To give you an idea on what you should expect in time to do this. When we give an estimate for an integration project to our customers, its almost never below 100 hours of time (and that is just on the Jira side, expect the same amount on the other system as well as time for project management activities). This is required to get all data fields and values mapped, documentation written and all scenarios and dependencies mapped out.

[Rashmi]

Thanks for your response Krister.. I will read about it 

[Rashmi]

what if we just want create issue in jira automatically when we get ITSM ticket. this to happen , then it will be one way only. 

[Diana_Architect_ZigiWave]

@Rashmi hello there! You do have to connect the two systems first, ideally bi-directionally. Tools like ZigiOps can help you. It's a no-code tool that establishes a two-way connection between Jira and Remedy instantly. You can customize it to fit various use cases. It reads the schema dynamically so you can transfer/sync various data. It also automates crucial tasks like ticket creation - as in your use case. Feel free to explore it and even book a demo to see how it works.

Diana (ZigiWave)

[Rashmi]

Thanks for your response Diana! Booked demo.