Helpdesk Synchronization

Owner and Support details

Owner: IT Department
Support: helpdesk@companyname.com
Link to application: Enterprise Integration / 03 - Integration Apps / IT / Help Desk Synchronization

General description

This solution serves to synchronize tickets between the internal ticketing system and the one that is used by our IT Partner.

Interfaces

There is 1 interface with 4 operations:

1. The Helpdesk system from IT Partner pushes tickets from their system to ours

   1. Create ticket operation - Creates a new ticket in our helpdesk system, based on a ticket that exists in our partner’s system

   2. Update incident operation- Updates an existing ticket in our helpdesk system, based on a ticket that exists in our partner’s system

   3. Close ticket operation - Closes a ticket in our helpdesk system, based on a ticket that exists in our partner’s system

   4. Get incidents operation - Generates a list with incidents in our helpdesk system, to understand what tickets must still be created in our system

Technologies

• API Management

  • APIM Endpoints

  • APIM Operations

• Application Insights