How the Integration Works
Jira Use Case:
The Jira use case shows how tickets can be connected with infrastructure information in FNT Command. By linking Jira tickets with assets, services and dependencies, teams gain the visibility they need to analyze incidents faster, assess change impacts and keep ticket workflows aligned with infrastructure documentation.
1. Best-Practice Ticketing Query
FNT Command provides a predefined best-practice query that serves as the foundation for ticketing integrations and makes relevant infrastructure information available in a structured way.
- Standardized starting point for API-integration
- Designed for ticketing use cases
- Reusable across different ticketing platforms
2. API-Based Connection to the Ticketing System
The query is accessed via the FNT Command API and connected to the customer’s ticketing platform. In the Jira use case, ScriptRunner handles the retrieval of the required data.
- API-based data access
- Flexible integration into existing workflows
- Jira connection via ScriptRunner
3. Incident Ticket Creation in Jira
When an infrastructure-related incident occurs, a corresponding ticket is created in Jira and becomes the starting point for the operational workflow.
- Familiar service desk process for users
- Central entry point for incident handling
- Infrastructure context can be added automatically
4. Infrastructure Data Is Retrieved from FNT Command
Jira retrieves the relevant infrastructure information directly from FNT Command via the API and makes it available within the ticket.
This can include:
- Affected assets
- Infrastructure relationships and dependencies
- Related services and technical context
5. Direct Link Between Jira and FNT Command
The Jira ticket is referenced at the corresponding infrastructure object in FNT Command, creating a direct connection between the incident and the affected infrastructure.
- Navigate directly from Jira to FNT Command and vice versa
- Keep the infrastructure object and incident connected
- View surrounding relationships and dependencies in FNT Command
6. Transparent History and Traceability
Throughout the incident lifecycle, ticket information and infrastructure documentation remain connected, giving teams a transparent and traceable view of the entire process.
- Status changes remain visible
- Ticket history stays traceable
- Incidents can be reviewed in their infrastructure context
Key Benefits
Typical Use Cases
Looking for another Ticketing System?
Our Integration Framework enables additional ticketing platforms and customer-specific integrations.
