General, flexible, resilient ticketing interface between a device management system and ticketing systems

Abstract

Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system.

1 - 20 . (canceled) 
     
     
         21 . A system, comprising:
 one or more processors executing computer-readable instructions to:
 identify first ticket information of a first ticket of a first system, and second ticket information of a second ticket of a second system; 
 determine that a modification of a first value of the first ticket information is inconsistent with a corresponding second value of the second ticket information; 
 transmit, responsive to determining that the first value is inconsistent with the corresponding second value, instructions to update the second ticket information at the second system; and 
 generate a third ticket for the first system that indicates resolution of the inconsistency between the first ticket information and the second ticket information. 
   
     
     
         22 . The system of  claim 21 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 generate the instructions to update the corresponding second value of the second ticket information based on a history of changes to data of the first system.   
     
     
         23 . The system of  claim 21 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 identify a ticket category of the second ticket of the second system; and   select, responsive to identifying the ticket category, a service board for the first ticket of the first system.   
     
     
         24 . The system of  claim 21 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 select a template based on a device referenced by the second ticket of the second system; and   update at least a portion of the second ticket information based on the template.   
     
     
         25 . The system of  claim 21 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 receive the first ticket information from the first system and the second ticket information from the second system;   compare the first ticket information with the second ticket information; and   update, responsive to the comparison, the first ticket information of the first system to match the second ticket information of the second system.   
     
     
         26 . The system of  claim 25 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 transmit, to the second system, instructions to update the second ticket information to match the first ticket information.   
     
     
         27 . The system of  claim 21 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 modify, responsive to determining that the first value is inconsistent with the corresponding second value, the first ticket of the first system to correspond to the second ticket of the second system.   
     
     
         28 . The system of  claim 21 , wherein the one or more processors execute computer-readable instructions causing the one or more processors to:
 modify, responsive to determining that the first value is inconsistent with the corresponding second value, the second ticket of the second system to correspond to the first ticket of the first system.   
     
     
         29 . The system of  claim 21 , wherein the first value is a first identifier of the first ticket and the corresponding second value is a corresponding second identifier of the second ticket. 
     
     
         30 . The system of  claim 21 , wherein the first system comprises a ticketing system and the second system comprises a device management system. 
     
     
         31 . A method, comprising:
 identifying, by one or more processors coupled to memory, first ticket information of a first ticket of a first system, and second ticket information of a second ticket of a second system;   determining, by the one or more processors, that a modification of a first value of the first ticket information is inconsistent with a corresponding second value of the second ticket information;   transmitting, by the one or more processors, responsive to determining that the first value is inconsistent with the corresponding second value, instructions to update the second ticket information at the second system; and   generating, by the one or more processors, a third ticket for the first system that indicates resolution of the inconsistency between the first ticket information and the second ticket information.   
     
     
         32 . The method of  claim 31 , further comprising:
 generating, by the one or more processors, the instructions to update the corresponding second value of the second ticket information based on a history of changes to data of the first system.   
     
     
         33 . The method of  claim 31 , further comprising:
 identifying, by the one or more processors, a ticket category of the second ticket of the second system; and   selecting, by the one or more processors, responsive to identifying the ticket category, a service board for the first ticket of the first system.   
     
     
         34 . The method of  claim 31 , further comprising:
 selecting, by the one or more processors, a template based on a device referenced by the second ticket of the second system; and   updating, by the one or more processors, at least a portion of the second ticket information based on the template.   
     
     
         35 . The method of  claim 31 , further comprising:
 receiving, by the one or more processors, the first ticket information from the first system and the second ticket information from the second system;   comparing, by the one or more processors, the first ticket information with the second ticket information; and   updating, by the one or more processors, responsive to the comparison, the first ticket information of the first system to match the second ticket information of the second system.   
     
     
         36 . The method of  claim 35 , further comprising:
 transmitting, by the one or more processors, to the second system, instructions to update the second ticket information to match the first ticket information.   
     
     
         37 . The method of  claim 31 , further comprising:
 modifying, by the one or more processors, responsive to determining that the first value is inconsistent with the corresponding second value, the first ticket of the first system to correspond to the second ticket of the second system.   
     
     
         38 . The method of  claim 31 , further comprising:
 modifying, by the one or more processors, responsive to determining that the first value is inconsistent with the corresponding second value, the second ticket of the second system to correspond to the first ticket of the first system.   
     
     
         39 . The method of  claim 31 , wherein the first value is a first identifier of the first ticket and the corresponding second value is a corresponding second identifier of the second ticket. 
     
     
         40 . The method of  claim 31 , wherein the first system comprises a ticketing system and the second system comprises a device management system.