# US 2021/0240696 A1 · General, flexible, resilent ticketing interface between a device management system and ticketing systems > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2021/0240696 A1 - Document ID: US20210240696A1 - Status: Published application - Kind: A1 - Application number: 17/239,886 - Filed: 2021-04-26 - Published: 2021-08-05 - Earliest claimed: 2013-03-12 - Assignees: ConnectWise, LLC - Applicants: ConnectWise, Inc. - Inventors: Gregory Francis Buerk; Scott Logan - Web page: https://patentgrep.com/patent/US20210240696A1 ## CPC - G06F 16/2365: {Ensuring data consistency and integrity} - G06F 16/178: Techniques for file synchronisation in file systems - G06F 16/25: Integrating or interfacing systems involving database management systems - G06F 16/275: {Synchronous replication} - G06Q 10/06316: {Sequencing of tasks or work} - G06Q 30/016: After-sales - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system. ## Claims ### Claim 1 A system to synchronize tickets between different ticket systems, comprising: one or more servers comprising one or more processors communicatively coupled to a first ticket system and a second ticket system different from the first ticket system, the one or more servers to: receive, via a ticketing interface from the first ticket system, first ticket information associated with a ticket of the first ticket system; receive, via the ticketing interface from the second ticket system, second ticket information associated with a ticket of the second ticket system; compare the first ticket information with the second ticket information; update, responsive to the comparison of the first ticket information with the second ticket information, the first ticket information of the first ticket system to match the second ticket information of the second ticket system; identify, based on the second ticket information, a ticket category of the ticket of the second ticket system; select, responsive to the identified ticket category, a service board for the ticket of the first ticket system; and update, on the second ticket system, the second ticket information about the ticket of the second ticket system to match the first ticket information of the ticket on the first ticket system. ### Claim 2 (depends on 1) The system of claim 1, wherein the one or more servers are further configured to: identify, in the second ticket information, time record information corresponding to an amount of time for resolving the ticket of the second ticket system with the ticket of the first ticket system. ### Claim 3 (depends on 2) The system of claim 2, wherein the one or more servers are further configured to: update the ticket of the first ticket system with the time record information. ### Claim 4 (depends on 1) The system of claim 1, wherein the one or more servers are further configured to: select a template based on a device referenced by the ticket of the second ticket system; and initialize the second ticket information based on the template. ### Claim 5 (depends on 1) The system of claim 1, wherein the one or more servers are further configured to: test the second ticket information for consistency with the first ticket information. ### Claim 6 (depends on 5) The system of claim 5, wherein the one or more servers are further configured to: determine a failure of the test based on a modification of an identifier of the ticket of the first ticket system that does not match an identifier of the ticket of the second ticket system. ### Claim 7 (depends on 5) The system of claim 5, wherein the one or more servers are further configured to: repair, responsive to a failure of the test, one or more problems with the second ticket information and the first ticket information. ### Claim 8 (depends on 5) The system of claim 5, wherein the one or more servers are further configured to: modify, responsive to a failure of the test, the ticket of the first ticket system to correspond to the ticket of the second ticket system. ### Claim 9 (depends on 5) The system of claim 5, wherein the one or more servers are further configured to: modify, responsive to a failure of the test, the ticket of the second ticket system to correspond to the ticket of the first ticket system. ### Claim 10 (depends on 1) The system of claim 1, wherein the second ticket system comprises a device management system. ### Claim 11 A method of synchronizing tickets between different ticket systems, comprising: receiving, by one or more processors communicatively coupled to a first ticket system and a second ticket system different from the first ticket system, via a ticketing interface from the first ticket system, first ticket information associated with a ticket of the first ticket system; comparing, by the one or more processors, the first ticket information with the second ticket information; updating, by the one or more processors responsive to the comparison of the first ticket information with the second ticket information, the first ticket information of the first ticket system to match the second ticket information of the second ticket system; identifying, by the one or more processors based on the second ticket information, a ticket category of the ticket of the second ticket system; select, by the one or more processors responsive to the identified ticket category, a service board for the ticket of the first ticket system; and updating, by the one or more processors, on the second ticket system, the second ticket information about the ticket of the second ticket system to match the first ticket information of the ticket on the first ticket system. ### Claim 12 (depends on 11) The method of claim 11, comprising: identifying, by the one or more processors, in the second ticket information, time record information corresponding to an amount of time for resolving the ticket of the second ticket system with the ticket of the first ticket system. ### Claim 13 (depends on 12) The method of claim 12, comprising: updating, by the one or more processors, the ticket of the first ticket system with the time record information. ### Claim 14 (depends on 11) The method of claim 11, comprising: selecting, by the one or more processors, a template based on a device referenced by the ticket of the second ticket system; and initializing, by the one or more processors, the second ticket information based on the template. ### Claim 15 (depends on 11) The method of claim 11, comprising: testing, by the one or more processors, the second ticket information for consistency with the first ticket information. ### Claim 16 (depends on 15) The method of claim 15, comprising: determining, by the one or more processors, a failure of the test based on a modification of an identifier of the ticket of the first ticket system that does not match an identifier of the ticket of the second ticket system. ### Claim 17 (depends on 15) The method of claim 15, comprising: repairing, by the one or more processors responsive to a failure of the test, one or more problems with the second ticket information and the first ticket information. ### Claim 18 (depends on 15) The method of claim 15, comprising: modifying, by the one or more processors, responsive to a failure of the test, the ticket of the first ticket system to correspond to the ticket of the second ticket system. ### Claim 19 (depends on 15) The method of claim 15, comprising: modifying, by the one or more processors, responsive to a failure of the test, the ticket of the second ticket system to correspond to the ticket of the first ticket system. ### Claim 20 (depends on 11) The method of claim 11, wherein the second ticket system comprises a device management system.