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Replacing an ALM system shouldn’t mean losing years of engineering history. Learn why legacy data retention matters, why common workarounds fail, and how purpose-built ALM data archiving helps organizations preserve traceability, compliance, and institutional knowledge after migration.
Collaboration, traceability, and transparency are becoming extremely critical in the product development cycle. Seamless communication between development and customer service teams is vital for effective product development. Integrating Jira and ServiceNow bi-directionally using OpsHub Integration Manager (OIM) helps teams get the full context of the business requirements and customer issues in real-time. Watch the demo video to learn how the automated integration of Jira and ServiceNow using OIM reduces manual communication woes and provides greater visibility into customer issues and priorities. OIM for Jira and ServiceNow integration breaks data silos and enhances cross-team collaboration that helps resolve customer issues faster.
Schedule a 30-minute live demo with our integration experts
Customer experience and satisfaction are at the heart of an organization’s success. But how can enterprises ensure that customer needs align with their development and delivery pipelines? A focused approach towards customer satisfaction requires better alignment and transparency between support and application development. Removing information barriers between the customer support team and product team enhances collaboration, visibility, and response times, ultimately resulting in quicker issue resolution and happier customers.
By integrating the best-of-breed systems—ITSM for customer support and work execution for product development—organizations can overcome collaboration hurdles that often lead to quality issues, delivery delays, and financial loss. In this demonstration, we will showcase a Jira and ServiceNow integration using OpsHub Integration Manager (OIM). This integration enables enterprises to take a more customer-focused approach to development by providing real-time access to customer issues, facilitating communication on work items from native systems, and ensuring seamless, real-time updates.
Here’s how it works: A customer creates an incident ticket in ServiceNow. The Service Desk team in ServiceNow opens the incident, reviews details such as description and priority, and replies to the customer if additional information is needed. Once analyzed, the Service Desk team escalates the issue to the Engineering team by creating a problem ticket in ServiceNow and adding all necessary details, such as steps to reproduce the issue.
Once saved, the problem ticket automatically reflects as a backlog item in Jira, with the remote ID and URL synced across both systems. The Engineering team in Jira clicks on the ticket to check details and, if required, adds a comment asking for clarification from the Service Desk team. All comments added in Jira and ServiceNow are bidirectionally synced.
Back in ServiceNow, the service desk team views the engineering team’s comment, responds accordingly, and updates the problem ticket. Meanwhile, the customer provides additional information, which the service desk team saves in the incident ticket and uploads to the problem ticket for the engineering team’s reference.
The engineering team receives the updated information in Jira, changes the ticket status to In Progress, and works on the resolution. The state changes between Jira and ServiceNow occur seamlessly according to the predefined status mappings. Once the bug is resolved, the engineering team marks the ticket as Done and notifies the Service Desk team via a comment. This change in status is reflected in ServiceNow, where the problem ticket is now marked as Resolved.
The service desk team communicates with the customer, confirming that the issue has been resolved. Finally, they update the incident ticket status to Resolved, completing the workflow.
OIM can enable any integration between any two tools in your IT delivery system. OpsHub Integration Manager can bring your siloed application and product departments to work together, minimizing organizational challenges and leading to greater customer delight.
Schedule a 30-minute live demo with our integration experts
