---
title: "Setup for ticketing systems integration"
canonical: "https://docs.cuesystem.com/space/TAM/2965012500/Setup%20for%20ticketing%20systems%20integration"
format: markdown
---
# Introduction

This chapter describes how to **configure the integration between CUE Solution and an external ticketing system via email**. The integration automatically sends service requests to a ticketing system, where they can be processed and managed.

# Prerequisites

Before configuring the integration:

- The **required services must be created and properly configured** in CUE Admin. The procedure for creating and managing services is described in the [https://cue.atlassian.net/wiki/spaces/TAM/pages/2812051463](https://cue.atlassian.net/wiki/spaces/TAM/pages/2812051463) description.
- The **Connection Agent for sending emails** must be created and configured in the system. This agent is responsible for sending email notifications. Detailed configuration instructions are available in the [https://cue.atlassian.net/wiki/spaces/TAM/pages/242909185](https://cue.atlassian.net/wiki/spaces/TAM/pages/242909185)description.

# Configuration in CUE Admin

Follow these steps:

1. Obtain the email address provided by the ticketing system to which service requests will be sent. This address will serve as the recipient of automatically generated email notifications.
2. Add this email address to CUE Admin as a new user. The procedure for creating users is described in the [https://cue.atlassian.net/wiki/spaces/TAM/pages/562921497](https://cue.atlassian.net/wiki/spaces/TAM/pages/562921497) description.
3. Once the user has been created, navigate to **Smart Building / Service Management** and assign this user to each service for which requests should be forwarded to the ticketing system. This ensures that notifications related to these services are sent to the designated email address.
4. The final step in CUE Admin is to **configure the email templates** that define the content and structure of outgoing notifications. The configuration procedure is described in [https://cue.atlassian.net/wiki/spaces/TAM/pages/441647707](https://cue.atlassian.net/wiki/spaces/TAM/pages/441647707) description. The templates used to create emails are as follows:
  - The **Order (for event)** template is used when an order is created,
  - The **Service request (for resource)** is used for service requests associated with a resource.
  - The **Automatic cleaning after event** template is used for automatically generated cleaning requests following an event.

# Example: Integration with Atlassian Jira Service Management

The following example describes how to integrate CUE Admin with Atlassian Jira Service Management (JSM).

Follow these steps:

1. Navigate to **CUE Admin / Connections / Connection Agents / For sending emails** and copy the email address configured for the Connection Agent. Additional information is available in [https://cue.atlassian.net/wiki/spaces/TAM/pages/242909185](https://cue.atlassian.net/wiki/spaces/TAM/pages/242909185).
2. Add this email address to Jira Service Management as a customer under **JSM Customers**.
3. Once the customer account has been created, sign in to Jira using this email address and complete the registration process.
4. CUE Admin uses predefined email templates to generate notifications for different types of events and service requests. The **templates **used to create emails are described in the **previous chapter**.
5. In Jira Service Management, configure **Jira Automation** to process and interpret the information contained in incoming emails. Automation rules can be used to extract individual data fields from the email content and map them to the corresponding fields in the ticketing system. This enables incoming notifications to be converted into structured service tickets.
6. If the predefined email templates do not meet the requirements of a particular implementation, their content and structure **can be customized**. Instructions for modifying these templates are provided in the [https://cue.atlassian.net/wiki/spaces/TAM/pages/476905929](https://cue.atlassian.net/wiki/spaces/TAM/pages/476905929).
7. After completing the configuration, it is recommended to **verify the integration** by creating a test service request in CUE Admin. Check that the email notification is successfully delivered and that the corresponding ticket is created in Jira Service Management with the expected information correctly assigned to its fields.