*This Documentation Pertains to JIRA ServiceDesk Classic. Our documentation on JIRA ServiceDesk NextGen is coming soon.
Things to Have Retrieved From JIRA ServiceDesk before building the integration:
User Account ID
Service Desk ID
Transition IDs
*These Items can be found via configuration. For some, however, api calls may need to be made through a tool like Postman or set-up in AlertOps to retrieve values.
Create Custom Attributes
In AlertOps...
Select Custom Alert Fields from Administration in the Main Menu
2. Select Standard Alert
3. Select Add Alert Field
4. Fill out the Alert Field with the following information for 2 Alert Fields given below:
Name: JIRASDRequestID
Data Type: LongString
Active: Check
Required: N/A
Alert Field Group: N/A
Name: JIRASDRequestKey
Data Type: LongString
Active: Check
Required: N/A
Alert Field Group: N/A
Generate JIRA Token
Have logged into JIRA ServiceDesk on your browser. In a new tab navigate to https://id.atlassian.com/manage/api-tokens
Generate Token, copy to clipboard and save locally for later use
Create AlertOps Outbound Integration
In AlertOps Navigate to Outbound Integrations from the Main Menu and select ADD OUTBOUND INTEGRATION
2. Fill Out the Outbound Integration Detail with the Following Configurations:
Integration Name: Name anything
Web Security Type: Basic
UserName: Your JIRA login Email
Password: Paste your JIRA API Token
Public Key: Leave Empty
3. Create your outbound Integration Methods
Navigate to the bottom of your Screen and Select ADD METHOD. Fill out the ADD METHOD Page for each Method (Create, Assign, and Resolve) with the configuration info below:
METHOD 1: CREATE JIRA SERVICEDESK ISSUE
Name: Name anything
Type: REST
Alert Type: Standard Alert
URI: https://yourDomain.atlassian.net/rest/servicedeskapi/request
Request Type: JSON
Web Method: POST
Response Data Type: JSON
Update Alert Fields: Check
Request Data:
{"serviceDeskId": "YourServiceDeskID","requestTypeId": "15","requestFieldValues": {"summary": "<>"}}
Response Data:
{"issueId":"<>","issueKey":"<>"}
METHOD 2: ASSIGN JIRA SERVICEDESK ISSUE
Name: Name anything
Type: REST
Alert Type: Standard Alert
URI: https://yourDomain.atlassian.net/rest/api/latest/issue/<>
Request Type: JSON
Web Method: PUT
Response Data Type: JSON
Update Alert Fields: N/A
Request Data:
{ "fields":{ "assignee":{"accountId":"5e4599a9924db10e74b76bee"} } }
Response Data:
METHOD 3: RESOLVE JIRA SERVICEDESK ISSUE
Name: Name anything
Type: REST
Alert Type: Standard Alert
URI: https://yourDomain.atlassian.net/rest/api/latest/issue/<>/transitions
Request Type: JSON
Web Method: PUT
Response Data Type: JSON
Update Alert Fields: N/A
Request Data:
{"transition":{"id":"111"}}
Create Workflows
In AlertOps Navigate to Workflows from the Main Menu and select ADD WORKFLOW
2. Fill Out the Workflow Detail with the Following Configurations:
WORKFLOW: CREATE JIRA SERVICEDESK ISSUE
Name: Name anything
Type: MessageThread
Enabled: Check (won’t be abled to till the end)
Alert Type: Standard Alert
Continue to the bottom portion of the page under ACTIONS, click ADD and enter the Start Conditions under Match All Conditions with the followings:
Attribute Name Relation Value
Standard MessageThreadStatusType Is Open
Continue to the next portion, ACTIONS and enter select ADD
In the Add Action Dropdown, select Outbound Service Notification and hit SAVE.
2. In the Outbound Action Dropdown, Select the Method you created above to Create a JIRA ISSUE
3. Click SAVE
4. Once you Save your Workflow. Return to the top of the Workflow Detail, Select the Enabled Checkbox, and SAVE (UPDATE)
WORKFLOW: ASSIGN JIRA SERVICEDESK ISSUE
Name: Name anything
Type: MessageThread
Enabled: Check (won’t be abled to till the end)
Alert Type: Standard Alert
Continue to the bottom portion of the page under ACTIONS, click ADD and enter the Start Conditions under Match All Conditions with the followings:
Attribute Name Relation Value
Standard MessageThreadStatusType Is Assigned
Continue to the next portion, ACTIONS and enter select ADD
In the Add Action Dropdown, select Outbound Service Notification and hit SAVE.
2. In the Outbound Action Dropdown, Select the Method you created above to Assign a JIRA ISSUE
3. Click SAVE
4. Once you Save your Workflow. Return to the top of the Workflow Detail, Select the Enabled Checkbox, and SAVE (UPDATE)
WORKFLOW: CREATE JIRA SERVICEDESK ISSUE
Name: Name anything
Type: MessageThread
Enabled: Check (won’t be abled to till the end)
Alert Type: Standard Alert
Continue to the bottom portion of the page under ACTIONS, click ADD and enter the Start Conditions under Match All Conditions with the followings:
Attribute Name Relation Value
Standard MessageThreadStatusType Is Closed
Continue to the next portion, ACTIONS and enter select ADD
In the Add Action Dropdown, select Outbound Service Notification and hit SAVE.
2. In the Outbound Action Dropdown, Select the Method you created above to Resolve a JIRA ISSUE
3. Click SAVE
4. Once you Save your Workflow. Return to the top of the Workflow Detail, Select the Enabled Checkbox, and SAVE (UPDATE)
Create Escalation Rule:
1. Select Escalation Rule From the Main Menu
2. On the Escalation Rules page select ADD ESCALATION RULE
3. Fill out the Escalation Rule Detail page with the Following Configuration:
Rule Name: Name Anything
Priority: Criticality of Alerts using this Rule
Enabled: Check
Quick Launch: Check
Description: Anything
4. Select SAVE & CONTINUE
5. Configure your Escalations to your preference. Once you are finished, under the WORKFLOWS tab, select ADD WORKFLOW
- Add Each one of the 3 workflows you just created (Create, Assign, and Resolve)