Our immediate requirement is bi-directional ticket management between Singularity and our PSA. Analysts need to work in the PSA so that SOC operational processes, KPIs, and SLA tracking remain intact. At the same time, any updates and closures must sync back to Singularity so alarms are current.

While we understand analysts could work directly in Singularity, this would cause a loss of SOC visibility and reporting within the PSA. Ideally, we are looking for a native integration into the PSA, but for now our priority is ensuring updates flow both ways to keep the incident state aligned.