Documentation forSolarWinds Service Desk

JIRA Integration

There are several applications you can integrate with your SWSD to improve efficiency for all process within your organization. The integration of JIRA with your SWSD allows you to escalate an Incident directly in to a JIRA project.

We recommend setting up service accounts in both JIRA and SolarWinds for smooth integration of the 2 platforms.

Setup

To begin, navigate to the Setup of your SWSD, scroll down to Integrations and select JIRA.

  1. Authenticate SWSD and JIRA to establish a connection.
    1. You can now escalate any incident to JIRA via the incident details page.
    2. Once the issue is closed in JIRA, it will simultaneously update the incident with the details from JIRA.
  2. Make sure you have an active JIRA account and enter the URL in the space provided. Then click Generate Public.

  1. Log into your JIRA account and navigate to Settings
  2. Click on Products and Application Links
  3. Enter the URL of your SolarWinds account (e.g. https://company.solarwinds.com) into the field at the top of the Configure Applications Links page, and click Create new link
  4. When presented with the following warning, please disregard and click Continue

  5. In the Link Applications section, enter the requested information.
    1. In the Application Name field enter Samanage (uppercase first letter)

    2. Select Generic Application from the Application Type dropdown.

    3. Enter Samanage (uppercase first letter), for the Service Provider Name

    4. Enter samanage for the "Consumer key" and the "Shared secret" (note the use of lower case here).

    5. For the Request Token URL, Access token URL and the Authorize URL, enter the url of your Samanage account (e.g. https://company.samanage.com).

    6. Check the checkbox for Create incoming link

    7. Click the Continue button

  6. Create an Application link in JIRA
  7. Enter Consumer Key (samanage) and a Consumer Name (Samanage), and paste the RSA public key you generated in Samanage into the "Public Key" field, then click Continue.

  8. See the confirmation screen confirming the application link was created successfully.

  9. Return to your SWSD and click the Active button.
  10. Click Allow to give SWSD access to read/write in JIRA

  11. This takes you back to the activation page. Click Next Step (projects and issues) to continue configuration.
  12. Pull projects and issues from your JIRA instance over into SWSD. Select the associated checkbox of projects in JIRA you would like tied to your Service Desk. In addition, this step allows you the opportunity to select the issue type (task, incident, change, epic or story) as shown in the screenshot below. Click Next Step (Select Defaults) to continue configuration.

  13. Select the Default Project and Default Issue when incidents are escalated to Jira. Click Next Step (Field mapping) to continue configuration.

  14. Map the fields for the path between SWSD and JIRA.

    This defines the relationship allowing data and information to flow to the correct place within the databases on each side of the integration. Click Next Step (Tickets and Comments) to continue configuration.

  15. This is your final step. Define what to do when an issue is closed in JIRA.
    1. Keep the SWSD ticket open
    2. Close the SWSD ticket with the details from JIRA.
    3. You can also select the name of the user that is associated with private comments from JIRA and link back to your SWSD. This will be used when you want to communicate to the SWSD Incident agent privately from JIRA to perhaps let the agent know a private status update. Finally, you can select if you want to be able to send comments from SolarWinds Service Desk to JIRA via a simple checkbox.

    When resolution codes are set to Mandatory in Samanage, tickets closed in JIRA are automatically labeled "Closed by JIRA" and are closed in Samanage as well.

Notifications

To receive notifications upon closure of an associated Jira issue, you will need to enable a webhook.

Follow the 3 steps below:

  1. Log in to JIRA and navigate to Settings>System>Webhooks and create a new Webhook.
  2. Use the following information:
    • Name: SolarWinds
    • URL: Copy and Paste from the final step in SWSD

  3. In JIRA navigate to Jira settings:
    • In the Events field enter “Samanage” OR summary ~ “SolarWinds”
    • Under Issue related events, select the checkbox labeled updated
  4. Click Create

Active JIRA Integration

Once you have successfully activated JIRA integration:

  • You can make configuration changes by selecting Projects and Issues
  • View your list of projects
  • Add/edit existing project details
  • Modify Field Mappings