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Ticket Evolution

Ticket driven workflows bring the convenience of a customised offering to your application teams, while the platform team can ensure implementation meets the organisation's requirements around security, expenditure and compliance. 

But there are many drawbacks to this approach. While the value of moving to a high-level, self-service API is clear, the path forward isn’t always obvious. Platform teams don’t want to stop supporting the existing platform and spend months rewriting. They want to be able to bring incremental value, while meeting users where they are today.

The first step to migrate away from ticket driven workflows is to change the way in which your platform is being consumed. Switching to an API-driven approach allows you to define the exact requirements and opens the door to start incrementally adding automation. Instead of users consuming the platform by manually filling out fields in a ticket, have them make an API request. This could (and will likely) still be via a UI, but offers the choice for a lower-level approach as well. To make this first step easy, have the API simply create the tickets for the user, reducing effort and maintaining platform experience. With this API as an intermediary to the ticket system, platform team can quickly deliver a new, longer term user experience with reduced effort. 

Once the API is in place and your users are migrated to this new approach, you can incrementally add the automation you need, without interupting the current platform experience. For example, a shared piece of logic commonly seen across tickets could be setting up your organisation's compliant security access. Taking this logic and encapsulating it in automation enables the platform team to increase the speed of delivering on requests, and ensures a consistent outcome, removing manual errors and reducing toil.

Engineers using an API to create the tickets. The rest of of the process remain the same but automation is now unblocked
Consistent API to create tickets unblocks automation

Kratix is a framework for building platforms and is built upon a concept called Promises. Promises are the encapsulation of a service you want to provide. You define how you want your application teams to consume Promises (API), and what should happen when they are consumed, via the execution of pipelines. Kratix makes the transition from a ticket driven workflow to a high-level, self-service API easy.

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This site was built by the team at Syntasso as a way to learn and share what we are learning about how platform engineering teams operate today. See our website to learn more. 

About Kratix

Kratix was created by the team at Syntasso. It is an Apache 2.0-licensed open source framework for building platforms on Kubernetes. Learn more about it at

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