Requests into the right workflow
Explore connections from intranet forms, customer-facing systems or other request channels into Jira Service Management, with purposeful fields and a clear route to the responsible team.
Integrations
Connect the systems. Keep the work moving.
When the same information is entered twice, updates get missed and ownership becomes unclear. We design integrations around the handover, so each system plays a clear part in the process.
Start with the handover
Less copying. Clearer responsibility.
We assess the available interfaces, permissions and constraints before proposing a solution. The right approach depends on the systems involved and the information that needs to flow.
Information where it is needed
Plan how relevant customer, company, asset or service data should reach the people handling the work. Agree ownership and update rules before connecting the records.
Updates beyond the ticket
Connect work to reporting, documents or other downstream activities. Define what triggers an update, what it contains and who needs to know if it fails.
Designed for real operation
The difficult part is what happens between systems.
A successful demonstration is a start. A dependable integration also needs to handle incomplete information, repeated events, changing permissions and unavailable services.
We make those decisions part of the design, with an approach your team can understand and maintain.
- Ownership and directionIdentify the authoritative source for each field, the direction of updates and how conflicts should be resolved.
- Matching and validationAgree how records are identified and mapped, which data is required and how duplicates or incomplete records are handled.
- Access and data handlingDefine the minimum access needed, the information being transferred and the requirements for credentials, retention and audit.
- Failure and recoveryDecide what is logged, when a retry is appropriate, who is alerted and how a failed handover can be investigated safely.
- Support and changeDocument the connection, assign an owner and agree how changes to either system will be assessed and tested.
A proportionate approach
Use the simplest option that meets the need.
We consider native features, established apps and APIs against your requirements. Any additional licensing, hosting or ongoing maintenance is made clear as part of the proposed scope.
- 01
Map the process
Follow a real example and identify the handover, data and owners on each side.
- 02
Prove the connection
Check access and interfaces, then test a small, representative flow before extending it.
- 03
Test the exceptions
Check validation, duplicates, failure handling and recovery as well as the expected route.
- 04
Release and hand over
Agree deployment, monitoring, documentation and who will support the connection.
One-off move or ongoing connection? Moving historical data and keeping systems in sync are different pieces of work. We define them separately so the scope, testing and support are clear. Explore migrations and upgrades →
Relevant experience · The Economist
Connecting service intake to the delivery process.
Our work with The Economist included intranet form submission into Jira Service Management, custom email handling and reporting. The wider transition from Salesforce included user and company data migration, SLAs, queues, documentation and training.
Read the case study →Where does your process lose momentum?
Tell us which systems are involved, what information needs to move and where the team currently has to step in.