Jira Extension

Organizations that use ServiceDesk Plus Cloud and Atlassian Jira can now integrate the two applications for streamlined help desk management.

Jira extension enables you to enhance the integration capabilities of ServiceDesk Plus Cloud and Atlassian.

Using this extension, technicians can associate and track Jira issues and projects across Requests, Problems, Changes, and Releases modules. This allows the technical support team and the in-house development team to exchange information on the reported issues, collaborate, and work more effectively.

Role Required: SDAdmin role in ServiceDesk Plus Cloud and administrator with global permission in Jira

Benefits of the Extension 

By extending Jira integration, technicians can

• Associate Jira issues and projects across Requests, Problems, Changes, and Releases modules.

• Create Jira issues directly from ServiceDesk Plus Cloud.

• Track Jira Issue details such as subject, priority, status, and assignee in the Requests module.

• Sync notes and comments between ServiceDesk Plus Cloud modules and Jira issues.

Prerequisites    

• ServiceDesk Plus Cloud must operate in the Enterprise edition.

• Create an API token in Jira as explained here.

Configure Permissions for Technicians   

Jira extension will only be accessible to technicians with View, Add, and Delete permissions to Jira in ServiceDesk Plus Cloud.

To configure technician roles, go to Setup > Users & Permissions > Roles. Alternatively, you can also create a dedicated role with the relevant permissions and assign the role to technicians.

Steps to Configure Jira Extension 

• In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Extensions and install the Jira extension. Alternatively, you can also install the extension directly from ManageEngine Marketplace.

• Go to Installed Extensions and select the Jira extension.

• On the page displayed, enter the Jira Domain URL by clicking  on the field.

• Under Connections, hover over the Jira icon and click Connect. 

• On the pop-up displayed, enter the Jira User email address and the API token generated in Jira. 

• Enter the Subdomain of the Jira domain URL.

• Finally, click Connect.

Jira is now successfully integrated as an extension in ServiceDesk Plus Cloud. Click here to configure the Jira widget.

Configure Jira Widget Settings

• Go to Setup > Apps & Add-ons > Extensions > Installed Extensions, and open the Jira extension.

• Click Configurations on the Jira field under Component Details. 

• Configure the pop-up with these pointers:

  • Jira Issues: Choose the modules you want to link Jira issues with.

  • Jira Projects: Choose the modules you want to link Jira projects with.

  • Update Module Notes as Comments in associated Jira Issue: Select this option to sync ServiceDesk Plus Cloud module notes as comments in associated Jira issues.

  • Update associated Jira Issue Comments as Module Notes: Select this option to sync Jira issue comments as module notes in ServiceDesk Plus Cloud.

Learn more about the conditions for notes/comments sync. 

Notes/Comments Sync Conditions 

• Changes made to notes in ServiceDesk Plus Cloud will be automatically synchronized with Jira issue comments, and vice versa.

• Notes/comments sync is only applicable to Requests and Changes modules and is only supported in plain text format.

• Module notes in ServiceDesk Plus Cloud are added as comments in associated Jira issues. Similarly, comments added in Jira issues are added as module notes in ServiceDesk Plus.

• If a note added in ServiceDesk Plus Cloud is deleted, the associated Jira comment will be deleted, and vice versa.

• If the following fields (Subject, Priority, Technician, Status) are modified in a request, a comment will be added to the associated Jira issue.

• Custom callback functions used for this extension will be subject to ServiceDesk Plus cloud subscription limits.

Access the Jira Widget in Modules 

The Jira widget can be accessed on the request, problem, change, or release details page.

In the Changes module, the Jira tab is displayed in the Implementation, UAT, Release, and Review stages.

In the Releases module, the Jira tab is shown in the UAT and Testing stages.

Jira Tab Actions

On the Jira tab, you can

• Associate Jira issues and projects

• Click a project/issue to view its details

• Search for specific issues/projects using

• Set the number of records per page and navigate through the pages using

Associate Jira Issues and Projects

• In the Jira tab, click Attach in the Associated Projects/Associated Issues section.

• Select the projects using the check boxes and click Associate.

Detach Jira Issues/Projects

In the Jira tab, select the projects/issue under the Associated Projects/Associated Issues section and click Detach.

Create a Jira Issue:

On the Jira tab, click Add Issue in the Associated Issues section.

In the Add Issue form, select the Project and Issue type to load the other relevant fields.

After you fill out the Add Issue form, click Save. 

Jira On-premises Support 

The ServiceDesk Plus Cloud - Jira extension supports Jira On-Premises (version 9.9.0), in addition to its existing Jira Cloud integration.

Limitations 

•  Jira Project associations are not supported in this version.
• Jira domain URL must be hosted publicly.