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Send incidents or alerts to Jira Service Management

You can configure APEX AIOps Incident Management to create tickets in Jira Service Management using incident workflows and webhook endpoints

Before you begin

Before you set up your Jira Service Management outbound integration:

  • Make sure you have an active Jira Service Management account.

  • Make sure you have a valid Jira API key that you can access and use with this integration.

    If you do not have a Jira API key, create a new one by following the steps in these instructions.

Configure the CREATE webhook endpoint in Incident Management

First, set up a new incident webhook endpoint called Jira CREATE, which creates new tickets in Jira when incidents are processed in Incident Management.

To configure the CREATE webhook endpoint:

  1. Log into Incident Management and navigate to Integrations > Outbound Integrations > Webhook Endpoint > Incident Webhook Endpoint.

  2. Click Add Incident Webhook Endpoint and enter "Jira CREATE" as the name of the webhook endpoint. Optionally, provide a description.

  3. Complete each section of the webhook endpoint according to the following:

    1. Skip the Triggers section.

    2. Configure the Endpoint:

      1. Set the Request Method as POST.

      2. Under URL, paste the following, replacing <yourDomain> with your Atlassian domain name:

        https://<yourDomain>.atlassian.net/rest/servicedeskapi/request

      3. Under Authorization, select "Basic Auth" from the dropdown menu.

        1. Click Add New Credentials.

        2. Within the window that appears, enter a unique name for your Jira credentials.

        3. Under Username, enter the email that you use to sign in to Jira.

        4. Under Password, enter your Jira API key.

        5. Click Save.

    3. Specify the Payload Body:

      1. Replace the default payload in the Key/Value Editor with the following. Make sure to substitute your Jira serviceDeskID in place of <yourServiceDeskID>.

        {
  "serviceDeskId": "<yourServiceDeskID>",
  "requestTypeId": "319",
  "requestFieldValues": {
    "summary": "Dell Apex AIOps Incident $id affecting Service $services with $total_alerts alerts",
    "description": "Issue # $id with severity $severity and description $description\nTotal Alerts: $total_alerts\nService: $services\nClasses: $classes\nTypes: $types\nAssignee: $assignee\nStatus: $status\nURL: $incident_url"
  }
}

      2. Scroll up to the top of the page and click Test in the upper right-hand corner. You should see response details and a confirmation that the webhook is configured correctly.

      3. Make additional payload adjustments according to your business needs. To learn more about fine-tuning your outbound payload, read Configure the CREATE payload body for a webhook endpoint.

    4. Save the webhook endpoint.

Configure the UPDATE webhook endpoint in APEX AIOps Incident Management

Next, create a Jira UPDATE webhook endpoint, which sends notification to Jira when APEX AIOps Incident Management incidents are changed.

To configure the UPDATE webhook endpoint:

  1. Navigate to Integrations > Outbound Integrations > Webhook Endpoint > Incident Webhook Endpoint.

  2. Duplicate the "Jira CREATE" webhook endpoint you just created and enter "Jira UPDATE" for the name of the duplicate webhook endpoint.

    For instructions on how to duplicate an existing webhook endpoint, read Duplicate a webhook endpoint.

  3. Click on the "Jira UPDATE" webhook endpoint to open it.

  4. Click Edit.

  5. Under the Triggers section, select Severity increased.

  6. Configure the Endpoint:

    1. Set the Request Method to POST.

    2. Replace the existing URL with the following. Make sure to also replace <yourDomain> with your Atlassian domain name:

      https://<yourDomain>.atlassian.net/rest/servicedeskapi/request/${outbound.JiraSD.external_name}/comment

  7. Save the webhook endpoint.

Configure the CREATE workflow in Incident Management

Next, configure the Jira CREATE Workflow, which creates new tickets in Jira when incidents are processed in Incident Management.

To configure the CREATE workflow:

  1. Log in to Incident Management and navigate to Correlate & Automate > Workflow Engine > Incident Workflows.

  2. Click Add Workflow and enter "Jira CREATE Workflow" as the name of the workflow. Optionally, provide a description.

  3. For the Trigger, select Create.

    If desired, add a filter condition on the incidents that you wish to forward to Jira.

  4. Click Add Action, select the Send to Endpoint action and then click Add Selected Action.

  5. Select the new Send to Endpoint action complete each section according to the following:

    1. Webhook: Select the "Jira CREATE" incident webhook endpoint that you created earlier.

    2. External Link: Check the box.

    3. Integration Name: Enter the following (without quotes): "Jira Integration"

    4. External ID: Enter the following: key\"\s*:\s*\"([^']+)\"

    5. External Name: Enter the following: key\"\s*:\s*\"([^']+)\"

    6. URL: Enter the following. Replace <yourDomain> with your Jira domain name:

      https://<yourDomain>.atlassian.net/jira/servicedesk/projects/MSD/queues/custom/6/$external_id

  6. Save and Enable the workflow.

Configure the UPDATE workflow in APEX AIOps Incident Management

Finally, configure another incident workflow called Jira UPDATE Workflow, which triggers the "Jira UPDATE" webhook endpoint to send data when an incident is updated in APEX AIOps Incident Management.

To configure the UPDATE workflow:

  1. Navigate to Correlate & Automate > Workflow Engine > Incident Workflows.

  2. Click Add Workflow and enter "Jira UPDATE Workflow" as the name of the workflow. Optionally, provide a description.

  3. For the Trigger, select Changed incidents only.

  4. Click Add Action, select the Send to Endpoint action and then click Add Selected Action.

  5. Select the new Send to Endpoint action and complete each section as follows:

    1. Webhook: Select the "Jira UPDATE" incident webhook endpoint that you created earlier.

    2. External Link: Skip this section.

    3. Integration Name: Enter the following: "Jira Integration"

  6. Save and Enable the workflow.

Test the integration

  1. Navigate to Integrations > Ingestion Services > Events API.

  2. Add your API key to the provided cURL command and run the command in an external terminal to send an event to Incident Management.

  3. Verify that an incident has been created in Incident Management.

  4. Within Jira, verify that a new ticket has been created. You should also see the test notification(s) you sent earlier.

In this section: