Software development teams often use JIRA to make their Software development activities efficient and effective. End Users on the other hand log requests in Self Service of their Service management tool. This is the correct place because the ITSM application is the tool where requests are being evaluated. After an end-user request for a software change has been logged different stakeholders usually evaluate from different perspectives wether the requested change is being developed or not.
The automator simply synchronises what you need between ITRP and JIRA
The automator package that handles the bidirectional synchronisation between ITRP and JIRA, allows to transfer exactly what is needed and useful. For instance the first note in ITRP ends as the Description in JIRA. Other note entries in ITRP end up as comments in JIRA. In ITRP there is a direct link to the JIRA ticket. The JIRA ticket provides a link to the ITRP request (or change). This adds value for the development team because the development team had probably no access to the end user request in the past.
Choices can be made like wether an update of the title in JIRA updates the corresponding record(s) in ITRP or not, and so on…
Reducing manual tasks
The automator again reduces tasks that have been performed manually in the past. The integration between ITRP and JIRA reduces a couple of coordination and duplication activities.