KACE to Hive Integration for State University Marketing Department

A large state university's marketing department needed to modernize their project management workflow while maintaining compatibility with the university's existing IT ticketing system (Quest KACE). We developed a custom integration solution that allowed the marketing team to leverage Hive's advanced project management capabilities while preserving KACE as the primary request interface for end users.

The Challenge

The marketing department was operating within the constraints of KACE, an IT-focused ticketing system that wasn't designed for marketing workflows. While KACE served the university's IT needs well, it limited the marketing team's ability to:

Manage complex projects with sub-tasks

Track resources effectively

Utilize modern project management features

Create customized workflows for different marketing services

The Solution

We developed a bi-directional integration between Quest KACE and Hive that:

Imports historical ticket data from KACE (dating back to 2022)

Automatically syncs new tickets twice daily

Maps KACE queues to Hive projects

Preserves custom fields and their values

Updates ticket status in KACE when completed in Hive

Integration Scope

9 distinct service queues including photography, videography, web services, and social media

10-25 custom fields per queue

Approximately 2,000 historical tickets processed

Handling ~5 new tickets daily across all queues

Technical Implementation

25 hours of development time

Custom API integration with both platforms

Automated synchronization processes

Comprehensive field mapping between systems

Scheduled data migration for historical records

The Business Impact

Time Savings

Eliminated manual data entry between systems (~25 minutes per day)

Reduced risk of data entry errors

Preserved existing request workflow for end users

Productivity Improvements

The marketing team gained access to Hive's advanced features:

Better resource management

Sub-task creation and tracking

Advanced form capabilities

Improved project organization

Enhanced workflow automation

Change Management Benefits

Minimal disruption to end users who continue using familiar KACE interface

No need for university-wide system changes

Reduced training requirements

Maintained existing ticket creation links and processes

User Feedback

The marketing department leadership has expressed high satisfaction with the solution, specifically noting:

Enhanced productivity through Hive's advanced features

Improved project tracking capabilities

Better resource management

Seamless integration with existing processes

Future Potential

While the current implementation serves the marketing department, there is potential for:

Expansion to other departments

Additional automation features

Enhanced reporting capabilities

Integration with other university systems

Conclusion

The KACE-Hive integration successfully modernized the marketing department's project management capabilities while maintaining system continuity for end users. This solution demonstrates how legacy systems can be enhanced through strategic integration with modern tools, providing immediate benefits without disrupting existing workflows. The project serves as a model for other higher education institutions looking to modernize departmental workflows while maintaining enterprise system compatibility.

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Our expert team can provide a tailored integration solution like the KACE-Hive setup to enhance your department's efficiency and streamline your project management processes. Contact us to explore how we can transform your workflow with minimal disruption.

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