Choose a ticket another team or supplier must handle. Share only agreed fields and keep the outcome linked to the original ticket.
Service Automation Suite · Central coordination
Match, compare and follow up
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Source & context
Tickets & feedback
Connected workflow
Records, review and confirmation
Define the web service
Select OTRS operations and data required by the workflow. Test authentication, roles and required fields.
Link ticket references
Retain references from both systems. Map priority, status and responsibility to your agreements.
Return progress
Process confirmed feedback only and prevent duplicates. Assign an owner to errors or missing responses.
How Service Automation Suite connects data and execution
The work between your applications
Work from OTRS. Connect the next steps.
Your team works in OTRS. Connect tickets, progress and relevant data with other teams and applications without repeatedly entering the same information. Service Automation Suite keeps follow-up connected to the original ticket: who needs to act, what has been done and what still needs attention?
A change, request or alert
Service Automation Suite
Data, people, assets and relationships on one foundation.
Compare
What exists? What should exist?
Determine what is needed
Matrix · policy · legal requirements
Coordinate the next steps
Checks · tasks · approvals · actions
Execution ↔ feedback
Your people and tools
For example. Also with other teams, suppliers and applications.
Verify. Inform. Report.
What is complete? Who needs to act? Which exception needs attention?
Start with one integration, register or check. Build on the same data and rules.
Combine into one controlled process
Data → rules → execution
Combine
Request + customer + existing record
Determine & check
Apply rules and determine follow-up
Execute & report back
Involve another service desk · Execute tasks · Return status
Check sources and rules, test changes and track the outcome. Manual tasks get an owner and confirmation.
Build visually. Manage easily.
Reuse building blocks, adapt your process and test the change. Manage it yourself, together with us or let Scope4mation take care of it.
Connect work across your applications
What would you like to connect OTRS with?
Choose the role in your workflow. Explore applications from the scenarios and further directions to discuss together. We define the data, actions and available interface for each combination.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
Supplier finished. Is the internal work complete?
A supplier closes its ticket while internal verification or user confirmation is still missing.
Combine
Relate both tickets and the affected service. Use external completion to trigger a check, not automatically close the internal ticket.
The outcome determines what follows
Confirmed: complete internally. Rejected: return the reason and request correction. No response: assign follow-up to the agreed group.
The benefit
Fewer prematurely closed tickets and clear ownership of the next action.
Time recorded, but not yet accounted for.
Service work is complete but time entries do not match a known customer, project code or agreed processing route.
Combine
Combine time entries with central customer and project relationships and accounting rules. Request specific missing information.
The outcome determines what follows
Accepted: retain the accounting reference. Rejected: have the owner correct the cause. Resending an entry requires checking whether it was already processed.
The benefit
Less investigation and correction between service and finance without automatically treating errors as billable work.
A different name does not mean a new record.
A person or organisation has a different name in the source than at a customer or supplier. Matching text again can create incorrect or duplicate relationships.
Combine
Retain verified identifiers and source rules in a shared table. Reuse the relationship for requests, tickets and other integrations.
The outcome determines what follows
Known key: use the relationship. Multiple candidates or a missing identifier: request review. Once confirmed, reuse the established relationship.
The benefit
A consistent data foundation managed by your team instead of investigated again for every connection.
Your process needs more than a standard action?
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Need to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
Pull up a chair. Or join us online.
Over coffee, tea or online: tell us what you are working on.
We can help with the integrations, automation and coordination your process needs, even if your application is not listed yet.
