How are others handling incoming emails/messages from other ITSM systems?
Hi All -
We support many customers and not all customers want to use our ticketing system (Service Desk Plus) because they already have their own such as Jira or ServiceNow.
We are struggling on how to streamline communication between platforms and ensure responses received from Jira/ServiceNow are appended to the existing ticket.
For instance, a customer opens a ticket in ServiceNow and then it's emailed to SDP and a ticket is opened. This is working as expected. However, we run into issues when Jira/ServiceNow updates/replies from their side after the original notification because SDP treats it as a NEW ticket.
How are others handling this? I know if we add the Request ID in ##<RequestID>## in the Subject, conversations will get appended to the original ticket as expected, but is that the only way? Thee caveat is that the Jira/ServiceNow side would need to update their ticket ith the SDP RequestID fort his to work.
Open to any and all tips and suggestions. We do not want to go down the API route. Thank you!
We are struggling on how to streamline communication between platforms and ensure responses received from Jira/ServiceNow are appended to the existing ticket.
For instance, a customer opens a ticket in ServiceNow and then it's emailed to SDP and a ticket is opened. This is working as expected. However, we run into issues when Jira/ServiceNow updates/replies from their side after the original notification because SDP treats it as a NEW ticket.
How are others handling this? I know if we add the Request ID in ##<RequestID>## in the Subject, conversations will get appended to the original ticket as expected, but is that the only way? Thee caveat is that the Jira/ServiceNow side would need to update their ticket ith the SDP RequestID fort his to work.
Open to any and all tips and suggestions. We do not want to go down the API route. Thank you!