I need to be able to associate a ticket with a certificate

Solution Value Statement

Enable IBM Concert to support linking externally created tickets to certificates, displaying ticket metadata in the UI, and retrieving/updating ticket status via API—enhancing flexibility for customers using unsupported ticketing systems and custom workflows.

Proposed Solution

Extend Concert’s ticketing framework to allow users to manually or programmatically associate externally created tickets with specific certificates. This includes adding ticket metadata (e.g., ticket ID, system name, status, URL) to certificate records, displaying ticket links in the UI, and exposing API endpoints for ticket retrieval and updates. Concert Workflows should support passing ticket metadata during certificate-related actions (e.g., CSR issuance, renewal) to update ticket status in external systems.

Customer Impact / Business Value

• Supports customers using custom or unsupported ticketing systems.

• Improves traceability and visibility of certificate-related remediation efforts.

• Enables full lifecycle management of tickets linked to certificates.

• Reduces manual effort and improves integration with existing workflows.

• Enhances auditability and executive reporting by consolidating ticket data.

Pilot or Validation Context

Pilot with customers using custom ticketing systems integrated via Concert Workflows. Validate ticket linking during certificate ingestion, visibility in the UI, and API-based retrieval and updates. Include workflows for certificate rotation and CSR issuance that update ticket status.

Key Functional Requirements

• Manual and API-based linking of external tickets to certificates.

• UI display of ticket metadata (ID, status, URL) under certificate details.

• Concert API endpoints to retrieve ticket data linked to certificates.

• Concert Workflows support for passing ticket metadata and updating ticket status.

• Evidence store and event log integration for ticket actions.

• Role-based access control for ticket linking and updates.

Metrics for Success

• Number of certificates with linked external tickets.

• % of ticket updates successfully reflected in Concert UI/API.

• Reduction in manual effort for ticket tracking.

• Adoption rate of external ticket linking feature.

• User satisfaction with ticket visibility and lifecycle management.

Roadmap & Feature Overlap Analysis

• Existing Capabilities (from documentation):

  • Concert supports ticket creation and automation for certificates using Jira, GitHub, GitLab, ServiceNow, Salesforce. [9286062_0_...oncert.pdf | PowerPoint]

  • Tickets are displayed in the UI under certificate details and updated automatically on renewal.

  • Concert Workflows can expose endpoints and pass metadata, including ticket info, for external integration.

  • API endpoints exist for certificate ingestion and management, and exposed workflows can be triggered via API.

• Unmet Needs:

  • No support for linking externally created tickets to certificates post-ingestion.

  • No UI element to manually associate a ticket ID/URL with a certificate.

  • No API endpoint to retrieve or update ticket metadata linked to certificates.

  • No support for updating ticket status via Concert Workflows for custom systems.