This article explains how to effectively synchronize Torq cases with tickets in external systems like JIRA, ServiceNow, or Asana, enhancing cross-functional team collaboration within your organization.
For example, when handling a data security case involving an exposed S3 bucket, you can create a Jira ticket for the DevOps team and programmatically sync the case and the ticket.
This article presents a high-level overview of achieving such synchronization. The flows will vary according to the external system you're synchronizing with.
Implementing Synchronization
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:
Automatically generate a ticket in the external system as part of a workflow. The workflow can be triggered manually from the case or automatically during the case lifecycle.
Example: Trigger a workflow from the case to create a JIRA ticket for the DevOps team.
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:
Utilize 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.
The following example illustrates the synchronization of a case and a Jira ticket by ensuring that all comments are reflected in both.
