Jira integration

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Introduction

You can integrate several applications with SolarWinds Service Desk (SWSD) to improve efficiency for all processes within your organization. The integration of Jira with SWSD allows you to escalate an incident directly into a Jira project.

SolarWinds recommends setting up service accounts in both Jira and SWSD for smooth integration of the two platforms. If the incident requester doesn’t have a user with the same email in Jira, the Jira issue reporter defaults to the Jira admin.

Navigation

Setup > Integrations > Jira.

Setup

1. In SWSD, navigate to Setup > Integrations > Jira.
2. Authenticate SWSD and Jira to establish a connection.
   1. You can now escalate any incident to Jira via the Incident details page.
   2. After an issue is closed in Jira, the incident in SWSD will simultaneously update with the details from Jira.
3. Make sure you have an active Jira account and enter the URL in the SWSD space provided. Then click Generate Key.

4. Log into your Jira account and navigate to Settings.
5. Click Products and Application Links.

6. Click Create Link, select Direct application link, and enter the URL of your SWSD account (for example, https://company.solarwinds.com) into the dedicated, and then click Continue.

7. When presented with the following warning, disregard it and click Continue.

   

8. In the Review Link section, enter the requested information:

   1. Application Name. Type Samanage (uppercase first letter).

   2. Application Type. Select Generic Application.

   3. Service Provider. Type Samanage (uppercase first letter).

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

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

   6. Select the Create incoming link checkbox.

   7. Click Continue.

9. Create an Application link in Jira.

10. Type in the Consumer Key: samanage

11. Type in a Consumer Name: Samanage.

12. Paste the RSA public key you generated in Samanage into the Public Key field, then click Continue.

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

14. Return to SWSD and click Active.

15. When prompted to give SWSD access to read/write in Jira, click Allow.

    

16. After you are returned to the activation page, click Next Step (projects and issues) to continue configuration.

17. Pull projects and issues from your Jira instance into SWSD.

    Select the associated checkbox of each Jira project you would like tied to SWSD. Here you can also select the issue type (task, incident, change, epic, or story) as shown below. After making selections, click Next Step (Select Defaults) to continue configuration.

    

18. Select Default Project and Default Issue when incidents are escalated to Jira, then click Next Step (Field mapping).

19. In the Field Mapping dialog, map the fields for the path between SWSD and Jira. You can also enhance field mapping by adding custom fields for better connection.

    This defines relationships and allows data and information to flow to the correct fields within the databases on each side of the integration.

20. Define what to do when an issue is closed in Jira. Options are:
    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 SWSD. This is used when you want to communicate to the SWSD incident agent privately from Jira to perhaps let the agent know a private status update.
    4. You can also select whether you want to be able to send comments from SWSD to Jira.

    When resolution codes are set to Mandatory in SWSD, tickets closed in Jira are automatically labeled "Closed by Jira" and are also closed in SWSD.

Notifications

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

1. Log in to Jira and navigate to System Webhooks > Webhooks (at /plugins/servlet/webhooks as of the writing of this article) and create a new webhook.
2. Use the following information:
   • Name. SolarWinds
   • URL. Copy and paste from the final step in SWSD.

   

3. Under Issue related events, select the Issue checkbox labeled updated.

   

4. Click Create.

Active Jira Integration

After you have successfully activated Jira integration with SWSD, you can:

• Make configuration changes by selecting Projects and Issues.
• View your list of projects.
• Add/edit existing project details.
• Modify field mappings.

Deactivate Jira integration

To deactivate the integration between SWSD and Jira, navigate to Setup > Integrations > Jira, scroll to the bottom of the page, and click Deactivate.

Related topics

Setup: Integrations