*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:

  1. User Account ID
  2. Service Desk ID
  3. 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...

  1. 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

  1. Have logged into JIRA ServiceDesk on your browser. In a new tab navigate to https://id.atlassian.com/manage/api-tokens

  1. Generate Token, copy to clipboard and save locally for later use

Create AlertOps Outbound Integration

  1. 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

  1. 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

  1. 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

  1. 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

  1. 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

  1. 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)

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