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JIRA Service Desk

To integrate with Atlassian JIRA Service Desk, enter your Service Desk information in the form below.

After you complete the integration you can create and update a Service Desk issue from an open Moogsoft Onprem Situation. You can enable auto-assign so new Service Desk issues created from Moogsoft Onprem are automatically assigned to the logged in user. See JIRA Service Desk Integration Workflow for more information.

See the JIRA Service Desk documentation for information on JIRA components.

Before you begin

The JIRA Service Desk integration has been validated with JIRA Service Desk v7.6. Before you start to set up your JIRA Service Desk integration, ensure you have met the following requirements:

  • You have the URL for your Service Desk installation. The JIRA Service Desk integration only supports on-premises deployments of JIRA Service Desk.

  • You have created user credentials for the integration to use to authenticate to Service Desk. The user requires access to the project where the system opens issues.

  • You have the username (typically the email address) and password of the JIRA Service Desk integration user. If you are using JIRA with Atlassian Cloud, their password needs to be an API token. For instructions on how to create an API token, see the Atlassian Cloud documentation.

  • You have created a JIRA Service Desk project using the 'IT Service Desk' project template.

  • If you want to enable auto-assign, you have created user accounts with the same names in both Moogsoft Onprem and JIRA Service Desk.

Configure the JIRA Service Desk integration

Configure the JIRA Service Desk integration in Moogsoft Onprem as follows:

  1. Navigate to the Integrations tab.

  2. Click JIRA Service Desk in the Ticketing section.

  3. Follow the instructions to create an integration name and enter the other details relating to your JIRA Service Desk instance.

Configure JIRA Service Desk

Log in to JIRA to create the webhook to send event data. For more help, see the JIRA documentation.

  1. Open the JIRA site administration console and create a webhook.

  2. Add a name, set the status to 'Enabled' and enter the URL for this integration:

    Field

    Value

    Name

    Moogsoft Onprem Webhook

    Status

    Enabled

    URL

    <url of your integration webhook>

    For example: https://<localhost>/graze/v1/integrations/jira

  3. Select only 'updated' issues and 'created' comments as your webhook events.

After you complete the JIRA Service Desk integration, you can right-click a Situation and select Open JIRA Service Desk Issue from the contextual menu. Moogsoft Onprem maintains a link to the JIRA issue and updates it with your comments and status changes.

This integration prefixes JIRA tickets with 'Moogsoft Onprems Situation [number]'. Do not remove this prefix as it is needed to synchronize comments, status changes and descriptions.

You may have to wait up to a minute (60 seconds) for the bi-directional endpoint to configure itself.

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