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JIRA Service Desk Integration Workflow

The bidirectional JIRA Service Desk integration keeps critical information synchronized between Moogsoft Onprem and JIRA Service Desk.

If enabled, this integration allows you to:

  • Create a JIRA Service Desk issue from an open Situation in Moogsoft Onprem.

  • Add comments in a Situation Room for them to appear on the linked JIRA Service Desk issue and vice versa.

  • Change the status of a Situation to change the status of the linked JIRA Service Desk issue and vice versa.

Note

It is not possible to create a Situation from a JIRA Service Desk issue.

Create a Service Desk issue from a Situation

You can create a Service Desk issue from a Situation in Moogsoft Onprem as follows:

  1. Log in to Moogsoft Onprem.

  2. Open a Situation view such as Open Situations or My Situations.

  3. Right-click on the Situation you want to create a Service Desk issue from.

  4. Click Tools and Open JIRA Service Desk Ticket in the drop-down menu.

  5. Click OK on the response status pop-up window to continue.

After completing these steps, a new issue appears in JIRA Service Desk. By default new issues created from Situations are given the summary 'New issue has been opened for Moogsoft Onprem Situation [<sig_id>]' and the description 'Created from Moogsoft Onprem Situation <sig_id>' above the Moogsoft Onprem Situation description. This contains a hyperlink back to the Situation in Moogsoft Onprem.

If you enable auto-assign when installing the integration, the logged in user automatically becomes the assignee for any new JIRA issues created from Situations. Your username must match exactly in Moogsoft Onprem and JIRA for this feature to work.

You can create multiple issues from the same Situation but the latest issue replaces the previous issue associated with the Situation.

Create a Service Desk issue from an alert

You can create a JIRA Service Desk issue from an alert in Moogsoft Onprem as follows:

  1. Open an alert view such as Open Alerts or select the Alerts tab in a Situation Room.

  2. Right-click on the alert you want to create a Service Desk issue from.

  3. Click Tools and Open JIRA Service Desk Ticket in the drop-down menu.

  4. Click OK on the response status pop-up window to continue.

After completing these steps, a new issue appears in JIRA. You can only create a single issue from each alert. Each new issue has the default summary 'New issue has been opened for Moogsoft Onprem Alert [<alert_id>]' and the description 'Created from Moogsoft Onprem Alert <alert_id>'.

The issue created in JIRA Service Desk adopts the default priority set in Service Desk. You can configure the JIRA Moobot to customize the priority settings based on Moogsoft Onprem's Situation priority.

Change a Service Desk issue or Situation status

When you change the status of a Situation in Moogsoft Onprem, the status of the associated issue in Service Desk changes and vice versa.

If you close a Situation, the integration attempts to resolve the associated Service Desk issue. If this is rejected, the integration moves the Service Desk issue to the next status in the workflow.

Bidirectional comments

When you add a comment to a Situation Room, the same comment appears on the associated Service Desk issue and vice versa. Any new comment is prefixed by the commenter's username. For example, if a user called 'Operator' makes a comment, it appears in JIRA Service Desk as "operator: <comment text>".

If you add a journal entry when you close a Situation this also appears as a new comment on the associated Service Desk issue.

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