Thanks John for your input and the links. I am in the process of setting up a Jira installation for myself to work with.., then I can try some of the suggestions. You are correct that a good solution depends on scope of info that needs to be mapped!
Sent from my iPhone > On Sep 2, 2015, at 7:56 AM, John Sundberg <[email protected]> > wrote: > > ** > (This email is in response to a handful of the earlier emails on the topic) > > > #1 — what is your volume of incidents/JIRA tickets? > (If it is small (< 20) a month … my suggestion is overkill) > > What happens is people try other things (ARS/Plugins/REST/etc…) after they go > production for awhile — they see they have to take it far more serious than > the original test cases — this is when they find Kinetic Task. > Download it here: > http://www.kineticdata.com/products/task/request-information/ > > We work with companies who have both BMC ARS (custom and ITSM) and JIRA … > > What happens is JIRA gets tightly wound into the processes of the developers > — and it solves a nice problem for them, they will not leave JIRA for ARS. > Also — there is significant investment in ARS and the companies do not want > to (and it is not the right thing anyway) to switch to JIRA for helpdesk. > > The right solution is to make both sides happy/efficient. So, an integration > is needed. > > So my question to you is: > > Are you playing around to create a JIRA defect from Incident? > Example: > You set some value on Incident - and as a result it creates a Defect in JIRA? > > or… > > Are you looking to solve a real problem which requires “significant workflow” > … ??? > > Meaning … > > (Like above) > From Incident … you trigger something so a JIRA ticket gets created… > Then — during the lifetime of the JIRA ticket (assigment/status change/etc… ) > you push info back into Incident — or possibly do communications to original > requester or possibly create a BMC change request when the JIRA ticket gets > to a certain state. > > Being real — then things like stopping/starting/pausing, scaling, failover, > debugging, retries, version control, dev/qa/prod, documentation, operational > support, performance tracking, SLA tracking (clawbacks, etc…) you know — real > production stuff become necessary. > > The latest term for this is SIAM (Service Integration and Management) > https://en.wikipedia.org/wiki/Service_integration_and_management > > > Sample ARS Problem: In ARS how do you turn off a filter for a period of time > — then release it once the target system is up??? > Sample ARS Problem: My submit is slow … why is it slow? > Sample ARS Problem: My submit is slow … everything is slow. > Sample ARS Problem: My submit is slow ... because the other Remedy system I > am talking to is slow — how do I fix that? > Sample ARS Problem: My submit is slow ... because I need to update the API > for the target system … how do I put that in without taking everything down > (and waiting for the weekend)? > Sample ARS Problem: My process needs to improve — how can I move to the new > process without breaking the 1000 existing tickets in flight? > > All of those are real problems … that cause real headaches … that cause real > debate … that basically prevents projects from getting done. > > If you are looking to solve a real problem with “significant workflow” … you > may want to look at Kinetic Task … it is a tasking engine that attaches to > both Remedy and to JIRA — and then you can build workflows that tie them > together. > It works asynchronously — unlike BMC ARS’s workflow (including v9). What that > means is — if JIRA is slow or BMC is slow (or down) — neither of the other > systems is affected. The calls back and forth will queue up … and continue > when available. (This is something that you will need if you are doing this > for real.) If you are just playing around to see if BMC and JIRA can talk — > REST / WebServices do work. However … in the real world — (you need way more > than just a REST call) queuing is what is needed. > > See: > http://community.kineticdata.com/?title=20_Kinetic_Task/Task_Handlers_%26_Sources/Jira > > Kinetic Task 4.0 will work with any version of ARS 7.0 and newer. Technically > - we could probably go back to ARS 1.0 … but — seems a bit worthless at this > point. > > Kinetic Task is an event based, distributed, asynchronous task engine with a > drag/drop, version managed, workflow system. > > Kinetic Task 4.0 connects to any data system (not just Remedy or JIRA) … it > can also provide workflow for ServiceNow, Salesforce, ActiveDirectory, > Twilio, etc… > > You can sort of think of it like Remedy Filters/Escalations but more generic > (can be the task engine for any data system). Remedy Filters/Escalations are > “synchronous and monolithic” whereas Kinetic Task are "asynchronous and > distributed". As systems get larger, or you tie things together across an > enterprise or an internet — asynchronous and distributed becomes a > requirement. (A recent term for this is “micro-services”) > See: > http://martinfowler.com/articles/microservices.html > > > I hope that sheds some light on what to think about when integrating across > the web. > > BTW: > This is the product we announced 5 years ago at WWRUG ??? … which won “Most > innovative product”. > Since then MILLIONS and MILLIONS of transactions have been Kineticized :) > (Just made that word up) > > -John > > > > > >> On Sat, Aug 29, 2015 at 12:35 PM, GBGupta <[email protected]> wrote: >> Hi, >> I need some help trying to understand if there is a way to integrate remedy >> Incident to a Defect in JIRA? >> Is there any plugin out there? >> Or how would I be able to achieve this? We are on remedy 8.1. >> I have zero knowledge of Jira but I could get my hands on an installation to >> test out an integration. >> >> Atlassian also offers a Service Desk module - so there is also a thought to >> switch to using that for lack of better way to integrate. >> >> Any help from arslisters would be highly appreciated!!! >> >> BMC Incident Management Team @ Toronto - anything out there? It will be too >> sad BMC losing space to Atlassian Service Desk! >> Please help!!! >> >> Thx, >> Geetika >> >> Sent from my iPhone >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" > > > > -- > John Sundberg > > Kinetic Data, Inc. > "Your business. Your process." > > 651-556-0930 I [email protected] > www.kineticdata.com I community.kineticdata.com > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
