Atlassian Jira Integration

Atlassian Jira Integration

Integrate ServiceDesk Plus MSP Cloud with Atlassian Jira to streamline help desk and development workflows. This integration bridges the customer-facing instance used to log issues with the company's internal bug tracking system. 

This enables collaboration between the technical support and development teams to share updates, track issue progress, and resolve problems.

This integration allows you to perform the following actions:
  1. Create Jira issues from within ServiceDesk Plus MSP Cloud.
  2. Associate Jira issues with ServiceDesk Plus MSP Cloud requests.
  3. Track linked requests and Jira issue updates in either application.
When a user logs a request in ServiceDesk Plus MSP Cloud, your IT support technician can create and link a Jira issue to the request. This enables developers to track the issue in Jira and manage the development work.

Enable Jira Integration  

Role Required: SDAdmin role in ServiceDesk Plus MSP Cloud and Administrator with Global permission in Jira.
Prerequisites:
  1. Log in to Atlassian Jira with Admin credentials.
  2. Generate an API token. For detailed instruction on generating API tokens, click here.
After generating the token, copy and store it in a secure location. 

To enable the integration in ServiceDesk Plus MSP Cloud, follow these steps:
  1. Go to Setup > Apps & Add-ons > Integrations > Third Party Integrations.
  2. On the Jira card, click the toggle button to enable the integration.
  3. Enter your Jira account details, namely, Domain, Username, and API Token.
  4. Automatically update comments from Jira issues as request notes: Enable this option to add Jira issue comments as request notes automatically.
  5. Automatically update request notes to associated Jira issue as comments: Enable this option to automatically update request notes as comments in Jira issues.
  6. Click Save.

After the integration is enabled, you can create and link Jira issues from the request details page. 

Attach Jira Issues with ServiceDesk Plus MSP Cloud Requests      

Integration with Jira allows you to create and associate Jira issues to ServiceDesk Plus MSP Cloud requests.

Create and Attach a New Issue     

  1. Select a request. On the right pane of the request details page, beside Associated Jira Issues, click New.
Info
To create and link a Jira issue to the request, ensure Jira integration is enabled under Setup > Apps & Add-ons > Integrations.
 

  1. Fill out the displayed Jira issue form and click Save.

 

Attach an Existing Issue   

  1. On the right pane of the request details page, beside Associated Jira Issues, click Attach.
  2. Jira issues are listed. Click an issue to view its details. You can also log in to the issue page in Jira using icon. Select the issues and click Link Issues.

 View Attached Issues   

On the right pane of the request details page, below Associated Jira Issues, click the number of issues linked to view the attached issues.
Info
 You can link multiple Jira issues with a request and vice versa. 

Detach Issues   

  1. After you attach an issue, a new button Detach will appear beside Associated Jira Issues.
  2. Click Detach, select the issues, and click Remove Link.

After you link a Jira issue to a request, any change made to the Jira issue will be added to the linked request's Notes. Similarly, any update done to the request (in terms of Status, Priority, Technician, and Subject) will be added to the Jira issue under the Comments section.
 
 

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