our Customer is considering to integrate PDC with Jira, that’s used as production incident-tracking tool. We’ve to evaluate if, when an issue or event-based notification is triggered by PDC, the corresponding case can be automatically shared to Jira as a story.
By reading documentation Pegasystems Documentation, I found this note “Because PDC creates a large number of cases, to avoid flooding your project management tool you need to manually create a ticket from each case that you want to assign to users.”
Now let’s suppose the risk of flooding Jira is acceptable, is there a way to automatically share cases without manual intervention on PDC?
The goal is to avoid Operations to switch among two different tools (PDC and Jira) to have a complete overview of current issues.
@DaniloM7 a similar question was raised some years back. See this post. At the time the feedback was that no change was being considered to automate this process. I’ve checked internally to see if someone can comment here to provide you with confirmation if there are plans yet to add this functionality.
@DaniloM7 PDC supports event based notifications only - see Manage Notifications This way you can configure a set of events that your Ops team should be aware of.
Cases in PDC do not usually need immediate attention. Majority of them are performance related, and should help in identifying performance bottlenecks, but do not require immediate action. You can view all active cases in PDC with recently added Improvement Plan → All Cases landing page.