Public sector use case · Microsoft 365 + ServiceNow + Jira
Citizen request to case resolution
Requests arrive in shared mailboxes and are retyped into the service desk. Technical follow-up lives elsewhere, and the requester hears nothing until someone remembers to reply. Requests arriving by email become tracked cases, with technical work handed to engineering and updates sent back.
Systems involved
What each system contributes
Architecture
One governed run
How it starts: A message to a monitored mailbox starts the run through the Mail (IMAP) trigger source. A ServiceNow update can start the return leg.
Step by step
How the process runs
- 01
Intake
The request is read, classified by Rules + Code and acknowledged by email.
- 02
Case
A ServiceNow ticket is opened with the request attached.
- 03
Technical work
Where engineering is needed, a Jira issue is created and linked to the ticket.
- 04
Updates
Status changes are sent to the requester by email and to the team in Teams.
- 05
Closure
The ticket closes when the work is confirmed, and the run record is kept.
Control
Human decision and exception path
Human decision
A case owner confirms escalations and any change that affects personal or sensitive records before it runs.
Exception path
- Requests that cannot be classified go to a triage queue.
- Write failures in ServiceNow or Jira are retried and surfaced.
- Duplicate requests are linked to the existing ticket.
Evidence
What gets audited
- The original request and classification result.
- The ServiceNow ticket and Jira issue created.
- Each update sent, with timestamps.
- Who approved escalations and closure.
Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.
Sovereignty and deploymentRelated
Patterns, connectors and next steps
- ServiceNow-Jira integration
Integration pattern · Incidents and changes reach engineering with context, and status returns to service.
- Microsoft 365 connector
45 pre-built actions
- ServiceNow connector
55 pre-built actions
- Jira connector
36 pre-built actions
- Governed self-service
Requests with policy and approval built in.
- Joiner, mover, leaver for public employees
Another public sector use case.
FAQ
Questions about this use case
- Does Nexus replace any of these systems?
- No. Each system keeps its own records. Nexus runs the process between them and records each decision.
- How does the run start?
- A message to a monitored mailbox starts the run through the Mail (IMAP) trigger source. A ServiceNow update can start the return leg.
- What if a step is not covered by a pre-built action?
- It runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.
Use case review
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