An embodiment relates generally to a method of communication between multiple case management systems. The method includes providing for a standard universal format that can be used for a plurality of case management systems, where each case management system is different from another, to communicate within the plurality of case management systems. The method also includes providing a plurality of classes based on the standard universal format and translating a native data for a trouble ticket based on a selected class associated with a first case management system to the standard universal format as a universal converted data packet. The method further includes transmitting the universal converted data packet to a second case management system.