Znuny & Polarion Integration Extension – Connect Service Desk and ALM

Summary: The Znuny & Polarion Integration Extension connects your help desk with Siemens Polarion ALM. It bridges support tickets with engineering requirements, ensuring full traceability, faster escalations, and smoother collaboration between service and development teams.

Why This Integration Matters

Customer issues often require engineering input. Without integration, tickets in Znuny/OTRS and requirements in Polarion remain siloed—causing delays, duplication, and poor traceability. The Znuny–Polarion Integration eliminates these gaps and connects both sides of the process.

• Faster escalations
  turn support tickets into Polarion work items with one click
• Traceability
  link customer tickets to engineering requirements and defects
• Transparency
  see Polarion status updates directly in Znuny
• Compliance
  maintain audit-ready records across service and engineering

What Does the Integration Offer?

The extension establishes a bidirectional synchronization between Znuny tickets and Polarion work items.

• create Polarion work items directly from Znuny tickets
• automatically sync ticket updates to related Polarion items
• import Polarion status changes back into Znuny
• link multiple tickets to a single Polarion requirement or defect
• log every synchronization event for audits and compliance

Key Features:

• One-click escalation
  convert tickets into Polarion work items without leaving Znuny
• Bidirectional sync
  keep both systems updated automatically
• Role-based controls
  define who can escalate or link tickets
• Rich mappings
  map custom fields, priorities, and workflows across systems
• Compliance-ready logs
  audit trails ensure accountability across service and engineering

Why Use Znuny–Polarion Integration?

Support and engineering teams work best when connected. This extension ensures:

• Improved collaboration
  agents and engineers share the same context
• Reduced duplication
  no more double entry in two systems
• Traceable lifecycle
  track issues from first report to engineering resolution
• Customer satisfaction
  faster updates on engineering-related tickets

Workflow Example

1. A support agent identifies a defect reported by a customer
2. The agent escalates the ticket into Polarion with one click
3. A linked Polarion work item is created containing all relevant ticket data
4. Engineering updates status in Polarion (e.g., “In Progress”)
5. Status is synced back to Znuny, visible to the support team

Prerequisites

• An available Polarion ALM test instance with your custom configurations from production and with API access enabled
• Enabled Polarion REST API (or SOAP services for older deployments)
• Valid API credentials with access to Work Items, Requirements, and Defects
• Znuny/OTRS system with administrator rights to install and configure the extension

Conclusion

The Znuny & Polarion Integration Extension closes the gap between support and engineering. It ensures faster escalations, traceable workflows, and compliance-ready records—boosting collaboration and customer satisfaction.

Get started today and connect your service desk with Siemens Polarion ALM.

FAQ

What is Polarion ALM?

Polarion ALM (by Siemens) is an Application Lifecycle Management tool for managing requirements, defects, and development workflows.

Is the integration bidirectional?

Yes. Ticket updates can be synced into Polarion, and Polarion status changes are reflected in Znuny.

Can I customize field mappings?

Yes. Administrators can configure how Znuny fields map to Polarion fields.

Is history logged?

Yes. Every sync action is recorded in ticket history for compliance and audits.

Is this extension compatible with Znuny and OTRS?

Yes. It is designed for Web – Znuny / OTRS environments and integrates without core modifications.