Escalating Help Desk Incidents to Developers

Pattern name: Incident escalation

About this Pattern

So many IT support professionals are frustrated by having to duplicate information about tickets from ServiceNow into other tools. Teams are wasting valuable time trying to keep records up-to-date in multiple systems and sending emails and chat messages to follow up on details and statuses. The fact that teams use different systems of record and different workflows makes collaboration and communication between IT support staff and developers very challenging.

This integration pattern eliminates those issues by creating a completely visible and traceable defect reporting and resolution process. It automates the flow of information across tools, synchronizing work items created in ITSM tools directly into the Agile planning and issue tracking tools used by developers, like Jira, VSTS or many others.

Note: This pattern also allows for nuance; if the support engineer can discern whether the incident is truly a bug or a customer change request, bugs can flow to the developers as defects and change requests can flow as user stories.

Integration Pattern Escalating Help Desk Incidents to Developers

Benefits

  • Streamline incident escalation processes, while providing transparency to the support engineer as work on the issue progresses.

  • Generate insight into the contributing factors to your true MTTR and identify the bottlenecks slowing down resolution times.

Artifacts Typically Synchronized

Service Desk Artifacts

Implementation Artifacts

  • Incident

  • Problem

  • Ticket

  • Issue

  • Bugs

  • Defects

  • Stories

  • Issues

Example of this Pattern