The product's API is very under developed, under documented and doesn't offer anything near even basic functionality. You need to shape up and start extending or replacing the API that has hardly had any changes for many years.

The mindset must be changed to API-first rather than oh-we-don-t-have-energy-to-update-the-API, from closed to open.

Some clear examples

• Add possibility to query via the API, e.g.
  • provide a list of all open calls for a certain team
  • any change relating to a specific CI
  • any CI that are of a certain type, is linked to a specific CI
  • etc
• Allow hooks/subscription to events so that external tools can get notifications for specified events, e.g. an actions to calls assigned to a particular group.
• Open up your closed, unpublished APIs, e.g.for how integration modules work.
• The ResultSets data formats and contents seem to be undocumented.
• Examples are lacking in the doucmentation.