Jira Service Desk Connector

Learn about the functionality and requirements of the Jira Service Desk connector for the Aisera platform

Overview

This document provides comprehensive instructions on setting up the integration and configuring data sources for seamless integration with Jira Service Desk.

Prepare

Authentication

The Jira Service Desk supports two forms of authentication. OAuth 2.0 and Basic.

OAuth 2.0

The Jira Service Desk connector supports OAuth 2.0 as an authentication type. You will need to create an application on the Atlassian platform. The credentials obtained from this application will be used for authenticating with and connecting the Aisera platform to your Jira Service Desk.

To create an application on the Atlassian platform, follow the Atlassian documentation on Enabling OAuth 2.0 (3LO).

When setting the callback URL, use your Aisera vanity URL for OAuth 2.0 authentication. This will look like https://<tenant>.login.aisera.<top_level_domain>/?id=aisera.oauth.oauthCommand.

You will also need to give the following permissions to the application for the Jira Service Desk connector to function:

• read:jira-work

• write:jira-work

• read:servicedesk-request

• write:servicedesk-request

Take note of the Client Id and Client Secret provided by the new application.

You will need to construct the endpoint for your Jira Service Desk by getting the cloud id for your site. Once you have acquired your Cloud Id, the endpoint URL will look like: https://api.atlassian.com/ex/jira/<cloud_id>.

An authorization URL containing the necessary scopes for each API call will need to be provided for the connector. The standard URL for this is:

https://auth.atlassian.com/authorize?audience=api.atlassian.com&scope=offline_access%20read%3Ajira-user%20read%3Ajira-work%20manage%3Ajira-project%20manage%3Ajira-configuration%20write%3Ajira-work%20read%3Aservicedesk-request%20write%3Aservicedesk-request&prompt=consent

The required information for this form of authentication is:

Field	Description
Access Token URL	https://auth.atlassian.com/oauth/token
Authorization URL	An authorization URL containing the necessary scopes for each API call the connector will make. This URL is provided above.
Client Id	The Client Id for the application created on the Atlassian Platform
Client Secret	The Client Secret for the application created on the Atlassian Platform
Endpoint	The endpoint constructed using your Atlassian Cloud Id. This will look like https://api.atlassian.com/ex/jira/<cloud_id>

Basic

The Basic Authentication method uses an account username and API key for authentication. You will need to generate an API key. Go to id.atlassian.com/manage-profile/security/api-tokens to create an API token. To learn more about these tokens, go to the Manage API tokens for your Atlassian account page.

The required information for this form of authentication is:

Field	Description
Username	The Username of the account used to generate the API token
Password	The API token generated on the Atlassian platform
Endpoint	The base URL for your Atlassian site. This will look like https://<your_company>.atlassian.net

Be sure to keep your API token secure as it provides access to your Jira Service Desk data.

Service Desk Id

You will need the Service Desk Id for your Jira Service Desk Project. To locate this information follow the instructions on Atlassian Support.

Integration Setup

1. In the Aisera Admin UI navigate to Settings > Integrations

2. Click on + New Integration

3. In the menu, select Jira Service Desk and click Next

   
4. Enter the configuration details and select Next

   Field	Description
   Name	The name used to identify the integration
   Description	A description of the integration and it's purpose
   Endpoint	The Endpoint used for the Authentication type selected during the Prepare step.

5. On the Step 3: Authentication screen, select the prepared Auth Type from the dropdown and enter the credentials gathered during the Prepare step

6. Select Ok to save the integration

Data Source Setup

1. In the Aisera Admin UI navigate to Settings > Data Sources

2. Click + New Data Source in the upper right corner

3. Select Jira Service Desk and click Next

4. The required fields will vary based on the selected functions. Enter the general details and select Next

   Field	Description
   Name	The name used to identify your Data Source
   Functions	Functions dictate how a data source behaves and what data is ingested into the Aisera platform
   Integration	The integration with the necessary authentication information for data retrieval
   Schedule	This determines how often the Data Source will request new data
   Description	A description of the integration and it's purpose

5. Choose the projects to be ingested in the Projects field.

   If a list under Projects does not automatically populate, it means that the Integration step has failed or has not been configured properly.

   • Check that your integration has been properly set up, and that the credentials are correct.

   • Because each user environment is different, you may need to increase the permissions for the Aisera Platform to properly detect the spaces.

   • If trouble persists, contact your Aisera representative for further help.

6. Enter the Service Desk Id you obtained during the prepare step.

7. All remaining configurations are optional. See the Optional Configurations section below for more information. Click Next until the window closes to complete the creation of the Data Source

Optional Configurations

Remote Executor

This indicates whether or not a Remote Executor will be used with this data source. The Remote Executor is used to execute commands on and ingest data from On Premises installations of your enterprise software. Refer to documentation on the Remote Executor for more information.

Custom Script

This configuration allows for the transformation of data as it is being ingesting into the Aisera Platform. This includes, adding, editing, or removing fields from the ingested content. For use of this feature, reach out to Aisera for help creating, testing, and implementing these scripts.

Bypass Test Connection

Disable if you want to bypass the test connection. This is not recommended.

Use Deprecated JQL Search

If you prefer to use the deprecated Jira JQL Search to retrieve Ticket data from a Jira data source, you can enable the Use Deprecated JQL Search option.

Custom Query

This field allows for the entry of a custom query to Jira. This is written using Jira Query Language (JQL). This field overrides all parts of the default Jira query except for the project.

Post Setup Actions

Data Ingestion

After you've successfully set up your connector, your data will automatically sync according to the schedule settings or on demand, as specified during the Data Source Configuration step. However, you should perform a manual sync immediately. This initial run will serve two key purposes:

After setting up your connector, your data will sync automatically based on your schedule parameters, or you can choose the "on demand" configuration to sync data only when requested.

1. It confirms the connector is working properly.

2. It provides an immediate view of the information being ingested into the Aisera Application, allowing you to validate and begin working with the data.

To manually ingest data:

1. In the Aisera Admin UI navigate to Settings > Data Sources.

   

   Data Sources Window
2. Click on the Data Source you wish to manually ingest data from.

3. At the top right of the Data Source Details page, click the Play button to manually ingest data.

   

   Data Source Window

All the ingested tickets are available under the Tickets tab. Click on the SOR > Tickets to view the ingested Tickets.