*1) Ability to create a JIRA ticket from within RT. This is so that customer requests which will ultimately require code changes can be properly linked*
If JIRA is capable of receiving e-mails then you can send e-mails from RT to JIRA (and vise versa). This would assume that the subject will contain both the RT ticket ID and the JIRA ticket ID. At least, that would be the easy way and I believe JIRA supports this as well. Another option is to create a custom top menu which contains a few links to places you find relevant, including a link for creating JIRA tickets via the JIRA webpage (though this would be the same as creating a bookmark in your browser, not sure if that's what your looking for). Alternatively, you could automate ticket creating using the Scrip functionalities. e.g. automatically send an email to address XYZ when a certain condition is met (CF value, subject value, etc.). But this would depend on the JIRA functionalities as well, JIRA will need to support ticket creation in some sort of way other then filling out a form (I believe it does, but I'm not very familiar with JIRA). Also, when you turn this question around. Can JIRA create tickets inside RT. Then the answer is yes. RT supports ticket creation via e-mail but also via the commandline interface/api's. So even within JIRA you can link to these tools and create or update tickets when something important happens with a JIRA ticket. So on the RT side you can do allot, but this will depend on the API's that JIRA has. Does it allow ticket creation via mail, does it have other ways to create tickets, etc.. But for this point it will really depend on how your users will expect this functionality to work, if they want all bells and whistles then I'd still say that it's possible but the solution will become a bit more complicated (as in scripting/creating custom dashboard items with RSS feeds from JIRA or html forms for creating JIRA tickets, etc.). So allot is possible, but I'd probably try to get them to like the e-mail creation solution since it will probably integrates best (both ways). *2) See JIRA ticket status from within RT. For this one, I have worked around with a custom field which holds the ticket ID and is a link to the JIRA issue. * This can be a custom field, but you can also link URL's to a ticket as parent/child (thus the full Jira URL or other things you want to link to a ticket). *3) For Salesforce, my understanding is that they want the sales reps to be able to see what requests their customers have submitted. * If Salesforce has it's own LDAP/user directory then RT can import this periodically (e.g. extension LDAP Import). At that point, all users will be in RT (although they will be created eventually once they send an e-mail). >From that point on you can create dashboards with reports on these users, including Charts and other things (user summary pages, etc.). So if these are the actual wishes then I think RT can fit in quite nicely (though I'd still opt for replacing JIRA as wel haha). 2014-06-17 21:43 GMT+02:00 Matt Brennan <brenna...@gmail.com>: > Bart, > > Thanks for your reply. Basically, there are two functionalities they > want with JIRA: 1) Ability to create a JIRA ticket from within RT. This is > so that customer requests which will ultimately require code changes can be > properly linked; 2) See JIRA ticket status from within RT. For this one, I > have worked around with a custom field which holds the ticket ID and is a > link to the JIRA issue. > > For Salesforce, my understanding is that they want the sales reps to be > able to see what requests their customers have submitted. > > Thanks, > Matt > > > On Tue, Jun 17, 2014 at 2:39 PM, Bart <b...@pleh.info> wrote: > >> RT has a few ways to integrate with other products, it would help if you >> could explain what the Jira integration is (though RT could easily replace >> Jira as well, but that's my biased opinion) and how does it integratie with >> Salesforce? >> >> >> 2014-06-17 17:20 GMT+02:00 Matt Brennan <brenna...@gmail.com>: >> >>> Good Day, >>> >>> One of the teams at my company is currently using ZenDesk for customer >>> support. They are unhappy with it and want to move to RT. The question: >>> does RT have any integration with JIRA? Does RT have any integration with >>> Salesforce? ZenDesk has both, and management has stated they cannot lose >>> this functionality. >>> >>> Thanks, >>> Matt >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> >> >> >> -- >> Bart G. >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Bart G.
-- RT Training - Boston, September 9-10 http://bestpractical.com/training
