Integrations

JIRA

Jira Software is an issue tracking and project management software that helps service and support teams to plan, track, and release software. Jira can help service and support teams to create workflows, assign tasks, prioritize issues, and monitor progress.

Delivery: Vivantio Core Integration

Categories: IntegrationsTags: DevOps

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JIRA

Why Use Jira

Integrate Vivantio with Jira to establish a seamless communication channel between service management and development teams. This integration ensures that all team members stay informed regardless of the tool they use daily, eliminating the need to switch between platforms. Customer requests fielded in Vivantio can directly create issues in Jira when needed. As updates occur in Jira, they are automatically fed back to Vivantio, ensuring customers receive timely updates.

Seamless Communication

Integration creates a seamless communication channel between service management and development teams, enabling them to work on the same issues without switching platforms.

Real Time Updates

Both teams receive real-time updates on issue status, comments, and changes, reducing the likelihood of miscommunication and ensuring everyone is on the same page.

Automation

Automation of routine tasks such as ticket creation and status updates reduces manual work and speeds up processes.

Issues

Vivantio tickets can be directly converted into Jira Issues, ensuring that nothing falls through the cracks and every issue is tracked until resolution.

Collaboration

By integrating the tools, service agents and developers can collaborate more effectively, leading to quicker identification of issues and faster resolutions.

Stay Updated

Customers receive timely updates (through Vivantio) on the status of their issues, improving transparency and trust.

Streamline Processes

The streamlined processes and efficient collaboration result in quicker responses and better service delivery, enhancing customer satisfaction.

Manage Scale

As the organization grows, the integrated systems can be scaled to handle increased volumes of tickets and issues without compromising performance.

JIRA

Functionality

The Jira Integration features within Vivantio can be broadly categorized based on the direction of data flow.

Outbound from Vivantio to Jira

The following core processes are available to send data to Jira from Vivantio:

Create new Jira Issue from Vivantio ticket (automatically or manually)
Link Vivantio ticket to existing Jira Issue
Send Comment / Attachment from Vivantio ticket to linked Jira Issue

Inbound from Jira to Vivantio

For inbound communication, Vivantio makes use of Webhooks within Jira. Jira Webhooks allow data to be sent from Jira to Vivantio at configured points in time.

When Vivantio receives a Webhook from Jira, a number of actions can be taken, including (but not limited to):

Changing the Owner, Status, or Priority of the Vivantio ticket(s) linked to the Issue
Updating Vivantio ticket title, description, or custom fields
Adding Notes / Sending Emails to the ticket Owner, ticket Customer, or other parties
Creating a new Vivantio ticket

Configuration

Vivantio makes use of its built-in Jira s integration as well as custom Web methods to create a seamless, bi-directional integration between Vivantio and Jira.

See an example of the integration in action and how it was setup here…