Introduction

Setting up you Issue Management System should be a quick task. Because every customer is different, we don't automate this part. Fortunately, this is a simple exercise for most Issue Management Systems

• Supported Issue Management Systems
• Configuring AutoTask PSA
• Configuring Cherwell
• Configuring Jira
• Configuring Microsoft Dynamics

Supported Issue Management Systems

The following Issue Management Systems (also called IT Service Management systems or ITSMs) are supported:

• AutoTask PSA
• Cherwell
• Jira
• Microsoft Dynamics

If you need to work with an alternative system, please contact support.

General configuration

Tickets, Issues, Incidents, Comments and Problems

Because each Issue Management System has its own terminology, we abstract to the following:

Our term	Other terms
Issue	Abstractly, a ticket, issue, task, incident, problem.
Incident	A ticket, issue or task with the type "Incident"
Problem	A ticket, issue or task with the type "Problem"
Comment	A comment or note on an issue