The challenge we faced in the first chapter was: to develop a cross-system ticket system that offers uncomplicated access to relevant topics – for developers, service managers and product owners alike. We have now achieved this with the LionGate TicketHub. In this managed service we have combined a multitude of best practice functions of established ticket systems and perfected them with our own ideas and experience. The result is an easy-to-understand yet powerful tool for everyday IT use.

This involves the aggregation of a large number of ticket systems via connectors and a graphical web interface. This allows a flexible and cross-system representation of all relevant topics of the user – despite the heterogeneity of the source data. A highly responsive web interface enables individually customizable searches and views, e.g. filtered by project, priority, users and much more. Thus the TicketHub becomes the central platform in projects and daily business.

As an example we think of Tom the Service Manager. He works in parallel on five projects for three customers, each using its own ticket system. The bundled view of all ticket systems in the TicketHub’s dashboard simplifies his daily work: the TicketHub saves a considerable amount of time in managing user accounts and monitoring all systems. In addition, there are options for filtering and analysis tools for reporting in the daily meetings. Thus Tom saves effort in the analysis and his partners receive well-structured information about the current status of the project.

The concept applied to the design: Form follows function – the function determines the appearance. The simpler, the better. A quickly understandable interface immediately transmits the desired content and thus proves its competence. The dashboard offers a bundled view of the tickets, broken down by status of the various projects. These graphics can be adapted as desired by selecting certain attributes, visual display or the desired sorting. The scroll bar on the left allows you to quickly switch to the corresponding team tickets or view your own open topics. This not only gives an excellent overview to Tom, but also to the teams involved.

Figure 1: Dashboard representation

To ensure that the requirements are quick and easy to understand, the TicketHub uses only the most important information from the tickets. The TicketHub creates transparency, ensures the coordinated handling of tickets and avoids redundancy. Tickets can also be displayed in the web interface with a detailed, filterable view, as shown in the following picture.

Figure 2: Representation of the ticket overview

An authorization system controls the visibility of teams, projects and configuration options. This ensures simultaneous, separate work with sensitive data from different clients.  If required, tickets can be accessed and edited via a link to the source system. An later expansion stage could also include an editor in the TicketHub. In addition to the now developed connector to the Jira ticket system, further connections to other ticket systems are possible due to the expandable architecture. The configuration of the connectors is possible via the web interface and also offers the possibility of adapting the form and content of the received data to one’s own requirements.

Different customers require individually fitting solutions and so the development of the TicketHub continues. The TicketHub is not a static structure and our agile DevOps approach enables us to react flexibly to new requirements in the shortest possible time. This provides optimal support for the growth of the customer – with a reliable service for the most diverse requirements across every project.