*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)