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Jira Service Management is a platform developed by Atlassian that helps organizations manage their service requests and other support-related tasks efficiently. It provides a collaborative environment for teams to handle customer inquiries, troubleshoot technical issues, and track the resolution progress. It's commonly used by IT departments, customer support teams, and various other service-oriented departments within organizations.
This Integration allows customers to create requests, create new customers, manage users, add customers to a service desk project and remove customers from a service project in Jira Service Desk straight from the Universal Controller. A typical use case is creating a request in Jira Service Desk in the event of a Task failure within the Universal Controller.
Template Name | Extension Name | Extension Version |
---|---|---|
Jira Service Management Cloud | ue-cs-jira-service-management-cloud | 1.0.0 |
Refer to Changelog for version history information.
This integration requires a Universal Agent and a Python runtime to execute the Universal Task.
Tested with Python version 3.7.6 and 3.11.6 and with the Universal Agent bundled Python distribution.
Both Windows and Linux agents are supported.
Universal Controller Version 7.2.0.0 and later.
This integration is tested on Jira Service Management Cloud instance. It should be compatible with newer versions of Jira Service Management Cloud API’s as long as Jira Service Management backward compatibility is preserved.
This Universal Extension provides the following key features:
To use the Universal Template, you first must perform the following steps.
This Universal Task requires the Resolvable Credentials feature. Check that the Resolvable Credentials Permitted system property has been set to true.
To import the Universal Template into your Controller, follow the instructions here.
When the files have been imported successfully, refresh the Universal Templates list; the Universal Template will appear on the list.
Modifications of this integration, applied by users or customers before or after import, might affect its supportability. For more information, refer to Integration Modifications.
For a new Universal Task, create a new task and enter the required input fields.
The input fields for this Universal Extension are described below.
Field | Input type | Default value | Type | Description |
---|---|---|---|---|
Jira Function | Required | Create Request | Choice | Action performed upon the task execution. Available actions.
|
Jira Service Desk URL | Required | - | Text | URL of the Jira Service Desk. |
Jira Service Desk Credentials | Required | - | Credentials | Credentials for accessing Jira Service Desk via API. The Credentials definition should be as follows.
|
Jira Service Desk | Required | - | Dynamic Choice | List of available Jira Service Desk that the user has permission to access. |
Jira Service Desk Request | Required | - | Dynamic Choice | List of available customer request types from a particular service desk in Jira Service Desk. |
Task Name | Required | - | Text | Task name from the Universal Controller to be included in the Jira Service Desk Request. |
Execution User | Required | - | Text | Execution User of the Task from the Universal Controller to be included in the Jira Service Desk Request. |
Task Instance ID | Required | - | Text | Task Instance of the Task from the Universal Controller to be included in the Jira Service Desk Request. |
Other Information | Required | - | Text | Other information related to the task which needs to be included in the Jira Service Desk Request. |
Display Name | Required | - | Text | Customer's name for display in the UI. |
Email Address | Required | - | Text | Customer's email address. |
Using empty values for dynamic choice fields will result in ServiceNow setting a default value for the field if one exists.
Using non-existing values for dynamic choice fields will result in ServiceNow setting an empty value or a default value for the field if one exists.
Example of creation of an requests.
Example of creation of a new customer.
Example of adding a customer to a Service Desk project.
Example of removing a customer to a Service Desk project.
Modifications applied by users or customers before or after import might affect the supportability of this integration. The following modifications are discouraged to retain the support level for this integration.
Users and customers are encouraged to report defects or feature requests at Stonebranch Support Desk.
This document references the following documents.
Document Link | Description |
---|---|
Universal Templates | User documentation for creating, working with, and understanding Universal Templates and Integrations. |
Universal Tasks | User documentation for creating Universal Tasks in the Universal Controller user interface. |
Credentials | User documentation for creating and working with credentials. |
Resolvable Credentials Permitted Property | User documentation for Resolvable Credentials Permitted Property. |
Jira Service Management Cloud Documentation | User documentation for Jira Service Desk. |