TENURED BY IGNITE9 · TICKET SYNC
Two-way ticket sync with ServiceNow and Jira.
Tenured by Ignite9, the AI production support team for enterprise applications, works inside the ticketing system you already run. It reads new tickets, writes its progress and resolution back, and the caller confirms or reopens the ticket where they always do.
PROVEN END TO END
Tested against real ServiceNow and Jira Cloud instances.
The end-to-end suite closes the whole loop in each system: it creates a ticket as a person would, syncs it into Tenured, works it to a resolution, turns the resolution down as the caller, checks the work went back for rework, resolves it again and confirms it in the system. The same flow runs on every code change against stand-ins of both systems.
THE LOOP CLOSES IN YOUR SYSTEM
Your service desk keeps working where it works today.
- 1
Reads new tickets
Tenured reads the tickets that changed since its last read, oldest first, so none is skipped however many arrive at once. Each new ticket becomes a request for the digital employees, linked to its number.
- 2
Writes its progress back
As each stage finishes, its work goes onto the ticket: work notes in ServiceNow, internal comments in Jira and Jira Service Management. Your service desk sees what was found and done without leaving its queue.
- 3
Resolves in the system
The resolution goes onto the ticket with the resolved state: ServiceNow Resolved with a close code and close notes, Jira a public resolution comment and the Done transition.
- 4
Hears the caller’s answer there
The caller answers where they always do. Their closure or comment answers the resolution, under the confirmation policy your organization approves; a reopen sends the work back for rework, and a cancellation ends the run.
SUPPORTED TODAY
Ready-made presets for both systems.
ServiceNow incidents
Through the ServiceNow Table API: incidents and their comments are read, work notes and the resolution with its close code are written. Nothing is written to the caller-visible comments.
Jira Cloud and Jira Service Management
Through the Jira Cloud REST API: issues, comments and status are read; internal comments carry the work, and one public comment carries the resolution just before the Done transition.
Jira through Atlassian’s MCP server
A lighter preset reads new issues and writes their status through Atlassian’s remote MCP server, for teams on a plan that includes it.
GOVERNED BY DESIGN
Nothing reaches a ticket without a rule behind it.
Two administrators activate a sync
One administrator proposes a sync and a second activates it. The approval pins the tools’ definitions, so a changed tool is not used until it is approved again.
Writes are off until you turn them on
Until your organization agrees, every write is recorded with exactly what would have been sent, and nothing reaches the ticket.
Every write is accounted for
Each write is queued, sent once and retried with backoff. A write that still fails is shown in operations health, where an administrator sends it again or cancels it with a reason.
An AI disclosure on every text
Every text Tenured writes to a ticket carries your organization’s AI disclosure, in the language of the request.
Privacy by default
The requester is kept as a pseudonym, comment texts are removed when the run closes, and credentials are stripped from anything stored, shown or audited.
Evidence for every ticket
A run’s audit package shows its ticket, every write with its attempts, and everything the sync read with what Tenured did with it.
More on approvals, the audit trail and the data boundary: Security and governance.
NEXT STEP
Bring one ticket that bounced between five teams.
In a 30-minute demo we walk through Tenured on that process, answer your security team’s first questions and agree the next step. We are opening a limited number of design-partner pilots.