General, flexible, resilent ticketing interface between a device management system and ticketing systems
Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system.
1. A system for synchronizing data between a device management system and a ticketing system via a ticketing interface, comprising:
one or more servers comprising one or more processors communicatively coupled to the device management system and the ticketing system, the one or more servers to:
receive, via the ticketing interface from the ticketing system, ticketing information associated with a ticketing ticket;
receive, via the ticketing interface from the device management system, device management information associated with a device management ticket;
compare the ticketing information with the device management information;
responsive to the comparison, update the ticketing information to match the device management information;
identify, based on the device management information, a ticket category of the device management ticket;
select, responsive to the identified ticket category, a service board for the ticketing ticket; and
update the device management information about the device management ticket on the device management system to match the ticketing information of the ticketing ticket on the ticketing system.
2. The system of claim 1 , wherein said ticketing system selects, dependent on said service board, one or more user interfaces for presentation of said ticketing ticket.
3. The system of claim 1 , wherein said device management system selects said update module from a collection comprising one or more update modules configured to interface with one or more different types of ticketing systems.
4. The system of claim 1 , wherein said device management information includes time record information equal to an estimated amount of time needed to resolve said device management ticket.
5. The system of claim 4 , wherein said update module updates said ticketing ticket with said time record information.
6. The system of claim 1 , wherein one or more items of said device management information is initialized from a template, the template selected based on a device referenced by said device management ticket.
7. A method for synchronizing data between a device management system and a ticketing system via a ticketing interface, comprising:
receiving, by an update module executing on at least one processor of a server communicatively coupled to the device management system and the ticketing system, ticketing information associated with a ticketing ticket from the ticketing system;
receiving, by the update module from the device management system, device management information associated with a device management ticket;
comparing, by the update module, the ticketing information with the device management information;
responsive to the comparison, updating the ticketing information to match the device management information;
identifying, by a mapping module executing on the server, a ticket category of the device management ticket based on the device management information; and
selecting, by a service board selection module executing on the server, a service board for the ticketing ticket responsive to the identified ticket category
updating, by the server, the device management information about the device management ticket on the device management system to match the ticketing information of the ticketing ticket on the ticketing system.
8. The method of claim 7 , further comprising:
selecting, by said ticketing system, dependent on said service board, one or more user interfaces for presentation of said ticketing ticket.
9. The method of claim 7 , further comprising:
selecting, by said device management system, a procedure for said updating from a collection of one or more stored procedures configured to interface with one or more different types of ticketing systems.
10. The method of claim 7 , further comprising:
recording, in said device management information, time record information equal to an estimated amount of time needed to resolve said device management ticket.
11. The method of claim 10 , further comprising:
updating said ticketing ticket with said time record information.
12. The method of claim 7 , further comprising:
initializing one or more items of said device management information from a template, the template selected based on a device referenced by said device management ticket.
13. A system for synchronizing data between a device management system and a ticketing system, comprising:
a server communicatively coupled to the device management system and the ticketing system, the server comprising at least one processor:
an update module, executed by the server, configured to update ticketing information about a ticketing ticket on said ticketing system to match device management information about a device management ticket on said device management system,
a detection module, executed by the server, configured to test said device management information for consistency with said ticketing information, and
a resolution module, executed by the server, configured to repair, responsive to a failure of said test, problems with said device management information and said ticketing information.
14. The system of claim 13 , wherein said device management system selects said update module from a collection comprising one or more update modules configured to interface with one or more different types of ticketing systems.
15. The system of claim 13 , wherein said update module updates said device management information about the device management ticket on said device management system to match said ticketing information about said ticketing ticket on said ticketing system.
16. The system of claim 13 , wherein said device management information includes time record information equal to an estimated amount of time needed to resolve said device management ticket.
17. The system of claim 16 , wherein said update module updates said ticketing ticket with said time record information.
18. The system of claim 13 , wherein one or more items of said device management information is initialized from a template, the template selected based on a device referenced by said device management ticket.