Overview
Synchronize Torq cases with external ticketing systems like Jira, ServiceNow, or Asana, to coordinate investigations across teams and stakeholders. When an investigation requires stakeholder action or reporting, create an external ticket automatically, and keep it in sync with the Torq case.
How to use
Build workflows to create and link external tickets automatically with Torq cases.
Use case: Create and link a Jira ticket
Trigger a workflow from the case to link and create a Jira ticket for the DevOps team. The workflow can be triggered manually from the Case or automatically during the Case lifecycle.
The process described below uses Jira as an example, but the Steps can be adapted to any ticketing system your organization uses.
Create an external ticket: Use the Create issue Jira Cloud step to automatically generate a ticket as part of a workflow.
Link the ticket to the case: Store the external ticket ID within the case in a custom field named
external_ticket_id. This ensures that anyone reviewing the case can easily identify and access the associated external ticket.
Update external ticket on case changes: Use Case lifecycle events to trigger workflows that update the external ticket. For instance, update the Jira ticket when the case reaches resolution.
Reflect external ticket changes in the case: Set up trigger integrations or use generic webhooks to capture updates from the external ticketing system. Automatically apply these updates to the Torq case to maintain synchronization.
Synchronize comments: Ensure that comments are consistently updated across both the case and the external ticket to keep all parties informed.
Use case: Sync Torq and Jira comments
The following example illustrates the synchronization of a Torq case and a Jira ticket by ensuring that all comments are reflected in both.
