Service Desk

Integration of Service Desk with External Platforms

Article Summary

In this article, we discuss how service desk templates can integrate seamlessly with external platforms like Jira, ServiceNow, and Azure DevOps. In addition, we will explore how organizations can leverage this integration to achieve centralized request management and efficient status tracking. 


At OvalEdge, integration with an external ticketing platform refers to the process of connecting and enabling communication with different external platforms like Jira, ServiceNow & AzureDevOps. As a result of this integration, relevant information and actions can be performed within a single interface, eliminating the need to switch between different software programs. With bidirectional ticket synchronization, updates can flow consistently between the service desk in OvalEdge and the external ticketing platform.

When a ticket is created in OvalEdge, it can be synchronized with the external platform, incorporating the inputs provided in the original OvalEdge service request. Similarly, when a ticket is updated or closed on the external platform, these changes are automatically reflected in OvalEdge's Service Desk. This synchronization ensures data consistency across platforms and eliminates the manual effort required for updating information.

Integration With An External Ticketing Platform

To seamlessly integrate OvalEdge's Service Desk with Jira, ServiceNow, or Azure DevOps, the integration process can only be initiated by an admin user. They can access the service desk template page through the administration option in the left panel menu and navigate to the Integrations section located at the top right corner. Within the Integration page, the desired integration platform should be selected. Either the + icon can be clicked to add a new integration or the pencil icon can be used to edit an existing integration. Certain fields must be updated based on the specific integration requirements of each platform. This integration process entails leveraging APIs, connectors, or other integration methods provided by the respective platforms.

Jira Integration:

To integrate with Jira or edit an existing Jira integration, you need to provide the following details for the admin service account.

- Integration Name: The name of the external platform you are integrating with.

- Jira Server: The unique name or identifier assigned to the Jira server within the network.

- User Name: Your username for accessing Jira.

- Jira API Token: An authentication token used to securely access Jira's API instead of using the user's password.

- Authentication Type: The type of authentication used to access Jira.

ServiceNow Integration:

For integrating with ServiceNow or editing an existing ServiceNow integration, you will need to provide the following information:

- Integration Name: The name of the external platform you are integrating with.

- ServiceNow Server: The unique name or identifier assigned to the ServiceNow server within the network.

- User Name: Your username for accessing ServiceNow.

- ServiceNow Token: A secure authentication token specific to ServiceNow, used for accessing its API during integration.

- Access Token URL: The URL to which the OvalEdge application sends a request in order to obtain an access token for authentication purposes.

- Client ID: An exclusive identifier assigned to the client application that integrates with ServiceNow's APIs.

- Client Secret: A confidential and secure string utilized as a password or token to authenticate the client application with ServiceNow's instance.

- Authentication Type: The method used to verify the identity and credentials of a user when authenticating within the ServiceNow integration process.

Azure DevOps Integration:

To integrate with Azure DevOps or to edit an existing Azure DevOps integration, you must provide the following admin credential details:

- Organization: The organization associated with your Azure DevOps account.

- Integration Name: The name of the external platform you are integrating with.

- Host Name: The label or identifier assigned to the device connected to the AzureDevOps network.

- User Name: Your username for accessing Azure DevOps.

- Token: An Azure DevOps token is a secure authentication credential used to access Azure DevOps services and APIs, enabling users or applications to interact with Azure DevOps resources.

- Authentication Type: The type of authentication used to access Azure DevOps.

- API Version: The version of the AzureDevOps API to be used for integration.

Integration at the Template Level

After successfully establishing the integration with the external platform using valid credentials, the next step is to map the tickets at a template level. Each template has its own unique fields and workflows, making it essential to integrate at this level. To achieve template-level integration, the admin user can simply select the desired service request template and click on the "Integrations" option situated in the top right corner of the screen. This action will redirect them to a dedicated page where they can conveniently fill in the required integration fields, taking into account the specific work type and projects within the external ticketing platform.

These fields include:

- Integration Name: Provide a descriptive name for the integration.

- Description: Add a brief explanation or summary of the integration.

- Integration System: Specify the source system that has been integrated, such as Jira, ServiceNow, or Azure DevOps.

- Integration Project: Select the relevant project from the displayed list of project names for integration.

- Issue Type: Choose the appropriate issue type from the external Jira/ServiceNow system's saved issue types for integration.

- Approved or Rejected Statuses: Specify the status values in the external platform that indicate approval or rejection of the ticket, allowing OvalEdge to process these statuses and progress the ticket to the next stage.

By completing these fields, integration at the template level can be successfully configured. 

Mapper Fields

Once the Service Integration is successfully established with OvalEdge at the template level using valid credentials, the next step involves mapping the fields between the Template and the external template fields. This field mapping process serves as a bridge, enabling seamless synchronization of Service Requests raised using a specific Service Request Template in OvalEdge with the chosen Jira or ServiceNow instance.

When the template-level integration fields are populated, an automatic popup will appear, allowing the administrator to select their desired mapping fields. This mapping ensures that the corresponding fields accurately reflect in the external ticketing platform. Furthermore, the administrator has the flexibility to add more fields by simply clicking on the "+Add Mapping" button. By enabling the "include name" checkbox, the admin user can ensure that the corresponding field title and value is reflected in the description of the external platform. This feature is particularly useful for mapping OvalEdge fields that cannot be directly mapped to external fields but need to be included in the ticket description.

Once the desired field mappings are configured, the administrator can save the template for future use. This preserves the template settings, saving time and effort in replicating the integration process for similar scenarios in the future.

Note: It is important to verify if all the mandatory fields in the external platform request are mapped to ensure successful ticket creation. Additionally, users have the flexibility to activate, deactivate, or delete the integration when it is not required.


To conclude, this article illustrates how service desk templates integrate seamlessly with external tools, such as Jira, ServiceNow, and Azure DevOps. By leveraging this integration, organizations can achieve centralized request management and efficient status tracking. The admin users have learned how to integrate OvalEdge with these external platforms both at the template and field mapping levels. As a result, organizations can streamline workflows and optimize ticket management.

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