Client's pains

‍Manual case transfers between the holding company's Jira system and the Ivanti service desks in energy operator subsidiaries created constant hindrances. Each platform required separate logins with distinct security protocols, accounts, and permissions, leading to frustrating delays as updates and attachments rapidly became outdated. This felt like wading through treacle, slowing responses to critical infrastructure tasks and market operations in a dynamic energy sector.

"This integration has transformed our cross-entity tasks -it's smooth and responsive now." - Department Head.

What SYNERGY did

‍SYNERGY configured a tailored Jira Sync Plugin to connect the subsidiaries' Ivanti service desks with the holding company's Jira. This facilitated automatic, bidirectional synchronisation of selected tickets at predefined process steps, ensuring seamless mapping of forms, fields, comments, attachments, and progress updates across systems.

A dedicated Jira tab was added to each Ivanti ticket, enabling users to create linked records with unique identifiers that integrated directly into the holding company's Jira project. This preserved operational independence, allowing teams to work within their preferred platforms while upholding security and eliminating manual errors.

Key Takeaways

• Secure Collaboration: Bidirectional sync removes multi-system logins, reducing security risks while enabling swift teamwork in regulated sectors.
• ‍Efficiency Gains: Real-time synchronisation eliminates manual interventions, freeing teams to focus on core tasks and preventing data lags.
• ‍Independence Preserved: Targeted integrations maintain unique processes, sharing only vital information for reliable operations.

“Transfers that took hours now happen in seconds. I stay in Ivanti, yet see Jira progress live - like watching a relay baton pass effortlessly.” - Operations Specialist