Integration with Atlassian Jira

Organizations that use ServiceDesk Plus Cloud and Atlassian Jira simultaneously can now integrate the two applications for a streamlined help desk management. This integration bridges the customer-facing instance used for logging issues with the company's internal bug tracking app. This allows the technical support team and the in-house development team to exchange information on the reported issues, collaborate, and work more effectively.
 

Enterprise edition users can make use of the Jira extension, which offers advanced features for integrating Jira with ServiceDesk Plus Cloud.


This integration allows you to perform the following actions:

  1. Create Jira issues from within ServiceDesk Plus Cloud.
  2. Associate Jira issues with ServiceDesk Plus requests.
  3. Track linked request and Jira issue updates in either application.

When a user logs a request in ServiceDesk Plus, your IT support technician can create and link a Jira issue to the request. This will allow developers to process, track the issue in Jira and process the development work.

Enabling Integration with Jira

Role Required: SDAdmin role in ServiceDesk Plus Cloud and Administrator with Global permission in Jira.

To enable this integration, log in to Atlassian Jira with Admin credentials and generate an API token. Click here to know how to generate API tokens.

After generating the token, copy the token and store it in a secure location and follow the steps below to enable the integration in ServiceDesk Plus Cloud:

  1. Go to Setup > Apps & Add-ons > Integrations.
  2. On the Jira card, click the toggle button.
  3. Provide your Jira account details, namely, Domain, Username, and API Token.
  4. Automatically update comments from Jira issues as request notes: This option allows you to enable or disable Jira issue comments from being updated automatically as request notes. 
  5. Automatically update request notes to associated Jira issue as comments: This option allows you to enable or disable request notes from being updated automatically as Jira issue comments. 
  6. Click Save.

 

 

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

Learn how to create and link Jira issues with service requests.
Learn how to create and link Jira issues with incidents.

After linking Jira issue to a request, you can view changes (in terms of Status, Priority, Technician, and Subject) performed on the linked request under the Comments section. Similarly, any change done to the Jira issue will be updated in the request's Notes.