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Zammad-GitLab Ticket Synchronization

The Zammad-GitLab Ticket Synchronization project aims to streamline and centralize ticket and issue tracking between Zammad (ticketing platform) and GitLab. By automating the creation and synchronization of GitLab issues based on Zammad tickets, the system enhances development visibility, reduces manual overhead, and ensures cross-platform traceability. To automate the creation, update, and synchronization of GitLab issues from Zammad tickets, ensuring alignment across support and development workflows using native APIs and GitLab CI/CD.

Idea
Plan
Prototype
Pilot
Live

Overview

Value: The Zammad-GitLab Ticket Synchronization project aims to streamline and centralize ticket and issue tracking between Zammad (ticketing platform) and GitLab. By automating the creation and synchronization of GitLab issues based on Zammad tickets, the system enhances development visibility, reduces manual overhead, and ensures cross-platform traceability. To automate the creation, update, and synchronization of GitLab issues from Zammad tickets, ensuring alignment across support and development workflows using native APIs and GitLab CI/CD.

Problem: Support tickets in Zammad and project issues in GitLab are managed separately, causing manual updates, inconsistent status tracking, and poor visibility across teams.

Solution: To automate the creation, update, and synchronization of GitLab issues from Zammad tickets, ensuring alignment across support and development workflows using native APIs and GitLab CI/CD.

Who Benefits

Primary

  • Project Managers, Engineers, Developers, QA Engineers

Secondary

  • Support/Helpdesk Agents, Product Managers

When to Use

  • When development-related Zammad tickets need automated tracking in GitLab.
  • When cross-platform traceability and reduced manual effort are required.

When Not to Use

  • When manual review or approval of tickets is mandatory.

Process

  1. A support/helpdesk agent creates a new ticket in Zammad.
  2. The system automatically detects the ticket and creates a corresponding issue in GitLab.
  3. The GitLab issue is tagged and labeled according to the mapping defined from Zammad ticket tags.
  4. Updates made to the Zammad ticket are automatically reflected in the linked GitLab issue.
  5. If a GitLab issue already exists for a Zammad ticket, duplication is prevented and the existing issue is updated.
  6. Developers, project managers, and QA engineers receive notifications of new or updated GitLab issues.

Requirements

People

  • Support team
  • Developers
  • Project Managers
  • QA Engineers

Data Inputs

  • Zammad tickets

Tools & Systems

  • Zammad
  • GitLab native APIs
  • GitLab CI/CD
  • Python automation scripts

Policies & Compliance

  • Internal access control policies
  • GitLab PAT (Personal Access Token) security guidelines
  • Data privacy and confidentiality rules

Risks & Mitigations

Getting Started

Prerequisites: Git access and configured tools/systems listed below.

  1. Prepare repository/template/content as needed
  2. Configure tooling, permissions, and integrations
  3. Run the workflow and review results

Resources

FAQ

How does synchronization work?

Zammad and GitLab communicate via APIs to automatically create and update issues based on ticket events.

Is data transfer secure?

Yes. Communication uses HTTPS and GitLab Personal Access Tokens for authentication.

Glossary

Zammad
Open-source helpdesk system for managing support tickets.
GitLab
DevOps platform for code, issue tracking, and CI/CD.
PAT
Personal Access Token used for secure API authentication.