Automated Ticket Exchange (ATE)
Automated Ticket Exchange provides integration between separate ITSM ticketing systems to communicate incident and request management activity easily and efficiently. It includes automated ticket creation and automated updates between systems based on configurable trigger conditions.
This automated synergy enables the following benefits:
- Faster and more effective collaboration between help desks and service providers
- Enablement of improved business process integration with service providers
- Greater transparency and control of service levels managed by service providers
- Reduced restoration and request fulfilment times
- Increased service availability and customer satisfaction
- Improved productivity and performance of services provided to customers.
ATE provides standard connectors to most of the common cloud-based and on-premise ITSM systems. ATE provides flexibility by allowing simple mappings to be configured and maintained.
These mappings include:
- Nominating specific support teams that trigger the in-scope criteria for synchronisation
- Definition and alignment of attribute mappings across each ITSM system
- Mapping of matching keys and values between systems (e.g., status codes, impact codes, urgency codes, resolution codes, activity types, etc.).
The following functionality is catered for by ATE when trigger conditions are met:
- When an incident or request is created in one system, a synchronised ticket will be automatically created in the other system and ticket identifiers will be used to associate both tickets
- When an incident or request status is updated in one system, the status of the synchronised ticket is automatically updated in the other system
- When an incident or request attribute is updated in one system, the corresponding attribute of the synchronised ticket is automatically updated in the other system
- When an end user with access to one system wants to query the status of an incident or request logged against them in the other system, the end user can view the corresponding details in the synchronised ticket in the system the user has access to
- When an end user with access to one system wants to add a comment (e.g., activity log or journal entry) to an incident or request logged against them in the other system, the end user can add a comment to the synchronised ticket in the system the user has access to and the comment will be automatically added to the other system
- When a file is attached to an incident or request (attachment) in one system, the file is automatically attached to the synchronised ticket in the other system (Max File Size and Default Attachment Repository parameters can be set for attachments)
- When normal communications are restored after a period of disruption to any configured system, any outstanding ticket creation or update activities will be processed to realign the synchronisation.
Trigger conditions for newly created tickets could be based on the ticket being assigned to a support team configured in the mapping configuration.
Trigger conditions for updated tickets could be based on an external ticket reference attribute being populated with an identifier to a synchronised ticket in the other system.
Tickets can be synchronised according to defined events or a configurable polling cycle in ATE. Each polling cycle (e.g., every 60 seconds) ATE will query each configured endpoint system to determine whether any new or updated incidents or requests exist for synchronisation.