Integration of Helpdesk Systems like Jira and ServiceNow

In the era of digital transformation, integrating helpdesk systems like Atlassian Jira or ServiceNow has become an indispensable part of business operations. Such integration offers numerous benefits and can be easily implemented via plugins.

Recognizing the importance of integration is the first step. The rationales for integrating helpdesk systems are numerous and crucial for the smooth functioning of any business. The data housed within these systems can serve as an Artificial Intelligence (AI)-powered knowledge base for forthcoming inquiries, making integration an essential component.

The integration process, on the other hand, is quite straightforward and is typically carried out through plugins. This involves a three-step procedure leveraging AI:

• 1. Data Fetching: Using public APIs, data can be automatically fetched from Jira or ServiceNow. This data primarily includes ticket comments. To save on resources, only data from tickets with changes will be fetched.
• 2. Data Anonymisation: After fetching, the data is anonymised. This is an essential step to ensure the privacy and security of the data.
• 3. Data Utilisation: The anonymised data is then plugged into CLEVER°NOW’s Knowledge Engine. It is combined with 3D Metadata to assist in troubleshooting tasks.