About cookies on this site Our websites require some cookies to function properly (required). In addition, other cookies may be used with your consent to analyze site usage, improve the user experience and for advertising. For more information, please review your options. By visiting our website, you agree to our processing of information as described in IBM’sprivacy statement. To provide a smooth navigation, your cookie preferences will be shared across the IBM web domains listed here.
Question & Answer
Question
Overview - Ticket Sync
Answer
Background
Many SaaS Brands are migrating their support teams to Parature for support ticketing.? As this migration occurs the support teams require a means to share tickets with operations PLM and other support teams that do not use Parature.? These differing systems create communication barriers between the support operations and product teams.? To bridge this communication gap Cloud Shared Business Services offers the implementation of Ticket Sync.
Approach
Cloud Shared Business Services offers to Brands the ability to implement a ticket synchronization bridge between Parature and other required ticketing systems.? Specific ticket will be synchronized from Parature to the target system and vice versa.? The synchronizations will be bi-directional to allow the comments from one system to be shared with the other.?
Current supported syncs:
- Parature <--> Smart Cloud Control Desk (SCCD)
- Parature <--> Retain
- Parature <--> RTC
Customer Experience
With the use of Ticket Sync an IBM Customer can interface through a single support ticketing system.? They are never exposed to the backend sync process or even made aware of another ticketing system.? The IBM customer is able to benefit from the expertise of other non-Parature supported teams but never know that they have had to deal with two separate ticketing systems.
Ticket Sync Overview Diagram
???????????????
???????????????????????????????????????????????
SCCD
The best practice ticketing tool for Operations teams is Smart Cloud Control Desk (SCCD).? Because SCCD is one of the successfully integrated systems for Ticket Sync operations and support teams are able to work with one another without having to learn or even access each other's ticketing systems.? This streamlines the support process and cuts down on time spent documenting issues in multiple systems.
The IBM customer will only be aware of the Parature ticket and will not have visibility into the back office communications between SCCD and Parature.? For the IBM customer they maintain a single user experience.? The ? ?Support and Operations team can communicate back and forth multiple times via the sync during the lifecycle of a customer inquiry (not pictured in diagram).? Ticket Sync will store all Parature Ticket data (including comments and ticket ID) in the SCCD Ticket.? Ticket Sync will store the related SCCD Ticket ID Owner Status and Comments in the Parature ticket.? This allows both systems to cross-reference one another for full documentation purposes.
Retain
The Parature/Retain Ticket Sync bridge has multiple scenarios that can apply to IBM Brands.? Each scenario application is laid out below.
Scenario 1 - Customer Calls IBM Level 0 Support Regarding a Parature Supported Product
IBM Brands can take advantage of worldwide L0 call centers.? These support centers use Retain.? Because these customers will be using products that are supported through Parature the ability to sync from Retain to Parature is vital.? When a customer calls the IBM L0 support teams regarding a Parature supported product they are only aware of Parature ticketing.? In order to maintain this single user experience the Retain PMR is syned using Ticket Sync to Parature.? The customer will not have visibility into the back office communications between Retain and Parature.? Retain uses a pop-up message to notify level 0 support that a customer?s inquiry is regarding a Parature supported product. Level 0 support informs the customer that a Parature ticket creation email will be delivered to them when their Parature ticket is created.? This maintains the customer's user experience across both ticketing systems and the customer's issue is addressed in the same timely manner as he/she is used to receiving. ? aTicket Sync will store all Retain PMR data in the Parature ticket and the related Parature ticket ID in the Retain PMR.? This allows for easy cross-reference between ticketing systems.
Scenario 2 - Customer Electronically Creates a Parature Ticket that Requires Translation
IBM customers can be found worldwide.? Customers can submit tickets in Parature in their native language and still have their issues addressed in a timely fashion.? IBM brand teams that use Parature can leverage the translation services to translate Parature tickets.? These translation services use Retain as their ticketing system.? The customer will only be aware of the Parature ticket and will not have visibility into or knowledge of the back office communications between Parature and Retain.? Using Ticket Sync? ? Level 2 support may request multiple translations during the lifecycle of a customer inquiry.? Ticket Sync will store all Parature ticket data that requires translation and ticket ID in the Retain PMR.? Ticket Sync will store the related Retain PMR ticket ID and the translated data in the Parature ticket.?
Scenario 3 - Customer Calls IBM Level 0 Support Regarding a Parature Supported Product and Translation is Required
When IBM brands take advantage of the L0 call centers there will be occasions where translation must occur.? The L0 team will submit the Retain PMR for translation prior to sending the ticket to Parature through Ticket Sync.? The IBM customer will only be aware of the Parature ticket and will not have visibility into the back office communications between Retain and Parature.? Level 0 support provides the IBM customer with a Parature ticket ID for reference. ?The IBM customer directly interfaces with Level 1 support and Level 1 support may request multiple requests from Level 2 during the lifecycle of a customer inquiry.? Ticket Sync will store all Retain PMR data (including translations) in the Parature ticket.? Ticket Sync will store all Parature ticket responses and ticket ID in the Retain PMR.
Scenario 4 - Customer Creates Parature Ticket that Requires Collaboration with a Separate Retain Supported Product
IBM brands that use Parature also require the ability to collaborate with other teams across IBM that may use Retain as their ticketing system.? In order to allow the cross collaboration between teams Ticket Sync is used.? The customer will only be aware of the Parature ticket and not have visibility into the back office communications between Parature and Retain.? The Level 2 support using Parature may request multiple updates from Level 1 during the lifecycle of a customer inquiry. ?? Ticket Sync will store all Parature Ticket data that requires translation and ticket ID in the Retain PMR.? Ticket Sync will store the related Retain PMR ticket ID and the translated data in the Parature ticket.
RTC
The best practice ticketing tool for Development teams is RTC.? Because RTC is one of the successfully integrated systems for Ticket Sync development and support teams are able to work with one another without having to learn or even access each other's ticketing systems.? This streamlines the support process and cuts down on time spent documenting issues in multiple systems.
The IBM customer will only be aware of the Parature ticket and will not have visibility into the back office communications between RTC and Parature.? For the IBM customer they maintain a single user experience.? The Support and Development teams can communicate back and forth multiple times via the sync during the lifecycle of a customer inquiry (not pictured in diagram). Ticket Sync will store all Parature ticket data (including comments and ticket ID) in the RTC Ticket. Ticket Sync will store the related RTC ticket ID owner status and comments in the Parature ticket.
[{"Business Unit":{"code":"BU051","label":"N\/A"},"Product":{"code":"SUPPORT","label":"IBM Worldwide Support"},"Component":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB33","label":"N\/A"}}]
Was this topic helpful?
Document Information
More support for:
IBM Worldwide Support
Software version:
All Versions
Document number:
774553
Modified date:
02 November 2020
UID
ibm10774553