Configuring an OAuth Application in Jira Service Management (Cloud only) for Virtual Collection

Shmulik Golan
  • Updated

Overview

In this article, we will discuss how to create an OAuth2.0 application in your instance of Jira Service desk. This step is a prerequisite to using Jira to create a Virtual Collection in Totango.

Create a Connected App

In order to create a Jira Service Management connection in Totango, you need a Jira Client ID and Client Secret. Please follow these steps:

Got to JIRA Developer application: https://developer.atlassian.com/

Click on the user icon (in the top right corner) and choose “Developer console”

Screenshot_2021-02-19_at_13.48.30.png

Click “Create app” and choose “OAuth 2.0 (3LO) integration”

Screenshot_2021-02-19_at_13.50.29.png


Add application name (“Totango” for example), agree with Atlassian terms, and click on Create button

Screenshot_2021-02-19_at_13.51.55.png

Go to the “Permissions” tab, Add “Jira API” and click "Configure" to add the scopes:

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Note: If you don't see the Jira API row, you may need to tell Jira to show you the new permissions.

mceclip0.png

 

Click on the “Edit Scopes” button and add the following Scopes:

  • "read:field-configuration:jira"
  • "read:issue-details:jira"
  • "read:audit-log:jira"
  • "read:avatar:jira"
  • "read:issue-meta:jira"
  • "read:field:jira"
  • "read:project-category:jira"
  • "read:project:jira"
  • "read:organization:jira-service-management"

mceclip2.png

Go to the “Authorization” tab and set up the Totango call back URL:  “https://app.totango.com/auth/das/callback”

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Go to "Settings" and Copy the Client ID and Secret. Paste them in the Totango Connection window

 

Screenshot_2021-02-22_at_09.28.32.png

 

Your Connected App is ready to use. Remember, this is an internal app that allowed you to connect to your Jira Service Desk only (based on your user).

 

Setting up the virtual collection in Totango

To retrieve data from Jira Service Desk, we are using the rest/api/2/search API. First, you will need to get your Jira Cloud Id. To do so, select the connection, set the API Query to https://api.atlassian.com/oauth/token/accessible-resources, and copy the cloud Id from JSON response (click on 'View JSON Response').
mceclip0.png

mceclip1.png

 

Use the cloud Id and set the API Query to https://api.atlassian.com/ex/jira/<CLOUD_ID>/rest/api/2/search?jql=<JBL SEARCH>

  • replace the <CLOUD_ID> with your Cloud Id.
  • Replace the <JBL SEARCH> with the search query (you can learn more here).

For example, the following API return all the tickets based on Jira field 'organizations' mapped to  Totango attribute 'Jira Org' (which will hold the name of the organization in Jira): 

https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/search?jql=organizations = "{Jira Org}" order by created DESC
{
"expand": "schema,names",
"startAt": 0,
"maxResults": 50,
"total": 8,
"issues": [
{
"expand": "operations,versionedRepresentations,editmeta,changelog,renderedFields",
"id": "10007",
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/issue/10007",
"key": "DEMO-8",
"fields": {
"statuscategorychangedate": "2020-07-15T14:20:45.325+0300",
"issuetype": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/issuetype/10004",
"id": "10004",
"description": "An IT problem or question.",
"iconUrl": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/secure/viewavatar?size=medium&avatarId=10554&avatarType=issuetype",
"name": "IT Help",
"subtask": false,
"avatarId": 10554
},
"timespent": null,
"project": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/project/10001",
"id": "10001",
"key": "DEMO",
"name": "Demo desk",
"projectTypeKey": "service_desk",
"simplified": false,
"avatarUrls": {
"48x48": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/secure/projectavatar?pid=10001&avatarId=10420",
"24x24": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/secure/projectavatar?size=small&s=small&pid=10001&avatarId=10420",
"16x16": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/secure/projectavatar?size=xsmall&s=xsmall&pid=10001&avatarId=10420",
"32x32": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/secure/projectavatar?size=medium&s=medium&pid=10001&avatarId=10420"
}
},
"customfield_10031": {
"id": "3",
"name": "Time to resolution",
"_links": {
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/request/10007/sla/3"
},
"completedCycles": [],
"ongoingCycle": {
"startTime": {
"iso8601": "2020-07-15T14:20:45+0300",
"jira": "2020-07-15T14:20:45.043+0300",
"friendly": "15/Jul/20 2:20 PM",
"epochMillis": 1594812045043
},
"breachTime": {
"iso8601": "2020-07-17T14:20:45+0300",
"jira": "2020-07-17T14:20:45.043+0300",
"friendly": "17/Jul/20 2:20 PM",
"epochMillis": 1594984845043
},
"breached": true,
"paused": false,
"withinCalendarHours": true,
"goalDuration": {
"millis": 57600000,
"friendly": "16h"
},
"elapsedTime": {
"millis": 2292888096,
"friendly": "636h 54m"
},
"remainingTime": {
"millis": -2235288096,
"friendly": "-620h 54m"
}
}
},
"customfield_10032": {
"id": "4",
"name": "Time to first response",
"_links": {
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/request/10007/sla/4"
},
"completedCycles": [],
"ongoingCycle": {
"startTime": {
"iso8601": "2020-07-15T14:20:45+0300",
"jira": "2020-07-15T14:20:45.043+0300",
"friendly": "15/Jul/20 2:20 PM",
"epochMillis": 1594812045043
},
"breachTime": {
"iso8601": "2020-07-16T14:20:45+0300",
"jira": "2020-07-16T14:20:45.043+0300",
"friendly": "16/Jul/20 2:20 PM",
"epochMillis": 1594898445043
},
"breached": true,
"paused": false,
"withinCalendarHours": true,
"goalDuration": {
"millis": 28800000,
"friendly": "8h"
},
"elapsedTime": {
"millis": 2292888123,
"friendly": "636h 54m"
},
"remainingTime": {
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"friendly": "-628h 54m"
}
}
},
"customfield_10033": null,
"fixVersions": [],
"aggregatetimespent": null,
"resolution": null,
"customfield_10035": {
"languageCode": "en",
"displayName": "English"
},
"customfield_10027": null,
"customfield_10028": null,
"customfield_10029": null,
"resolutiondate": null,
"workratio": -1,
"lastViewed": "2020-11-03T22:13:12.173+0200",
"watches": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/issue/DEMO-8/watchers",
"watchCount": 0,
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},
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"customfield_10020": null,
"customfield_10021": null,
"customfield_10022": null,
"priority": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/priority/3",
"iconUrl": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/images/icons/priorities/medium.svg",
"name": "Medium",
"id": "3"
},
"customfield_10023": null,
"customfield_10024": null,
"customfield_10025": null,
"customfield_10026": [],
"labels": [
"demo-desk"
],
"customfield_10016": null,
"customfield_10017": null,
"customfield_10018": {
"hasEpicLinkFieldDependency": false,
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"description": "This was auto-generated by Jira Service Desk during workflow import",
"iconUrl": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/images/icons/status_generic.gif",
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"id": "10001",
"statusCategory": {
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"id": 4,
"key": "indeterminate",
"colorName": "yellow",
"name": "In Progress"
}
},
"components": [],
"timeoriginalestimate": null,
"description": "Stay on top of your team's performance by seeing the metrics you care about in *Reports*. Track performance over time to spot problems early and celebrate wins when they happen.\nh3. Try it out\nVisit *Reports* to get started (you may need to click *Back to project* to get out of your queues menu).\n\nTry our existing reports, including:\n * Created vs resolved\n * Team workload\n * Satisfaction (CSAT)\n\n..or build a *custom report* to track the metrics you care about.",
"customfield_10010": {
"_links": {
"jiraRest": "https://totangodev2a.atlassian.net/rest/api/2/issue/10007",
"web": "https://totangodev2a.atlassian.net/servicedesk/customer/portal/2/DEMO-8",
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/request/10007",
"agent": "https://totangodev2a.atlassian.net/browse/DEMO-8"
},
"requestType": {
"_expands": [
"field"
],
"id": "9",
"_links": {
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/servicedesk/2/requesttype/9"
},
"name": "IT help",
"description": "Get general tech support, like help with the Wi-Fi or printing.",
"helpText": "",
"issueTypeId": "10004",
"serviceDeskId": "2",
"groupIds": [
"2"
],
"icon": {
"id": "10491",
"_links": {
"iconUrls": {
"48x48": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10491&size=large",
"24x24": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10491&size=small",
"16x16": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10491&size=xsmall",
"32x32": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10491&size=medium"
}
}
}
},
"currentStatus": {
"status": "Waiting for support",
"statusCategory": "INDETERMINATE",
"statusDate": {
"iso8601": "2020-07-15T14:20:45+0300",
"jira": "2020-07-15T14:20:45.043+0300",
"friendly": "15/Jul/20 2:20 PM",
"epochMillis": 1594812045043
}
}
},
"customfield_10014": null,
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"summary": "Demo 8 description",
"creator": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/user?accountId=5f0ee3415ee2c3002378e34f",
"accountId": "5f0ee3415ee2c3002378e34f",
"emailAddress": "sh.golan@gmail.com",
"avatarUrls": {
"48x48": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png",
"24x24": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png",
"16x16": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png",
"32x32": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png"
},
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"active": true,
"timeZone": "Asia/Jerusalem",
"accountType": "atlassian"
},
"subtasks": [],
"reporter": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/user?accountId=qm%3Ac0adbfae-3004-49bb-8c30-e60fa2c9e656%3Ac06063eb-e6da-4a71-ac40-47dd8fd049c4",
"accountId": "qm:c0adbfae-3004-49bb-8c30-e60fa2c9e656:c06063eb-e6da-4a71-ac40-47dd8fd049c4",
"emailAddress": "example@atlassian-demo.invalid",
"avatarUrls": {
"48x48": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png",
"24x24": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png",
"16x16": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png",
"32x32": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png"
},
"displayName": "Example Customer",
"active": true,
"timeZone": "Asia/Jerusalem",
"accountType": "customer"
},
"customfield_10000": "{}",
"aggregateprogress": {
"progress": 0,
"total": 0
},
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"customfield_10002": [],
"customfield_10003": null,
"customfield_10004": null,
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"environment": null,
"duedate": null,
"progress": {
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},
"votes": {
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"votes": 0,
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}
}
},
{
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"key": "DEMO-7",
"fields": {
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"id": "10004",
"description": "An IT problem or question.",
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"name": "IT Help",
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"avatarId": 10554
},
"timespent": null,
"customfield_10031": {
"id": "3",
"name": "Time to resolution",
"_links": {
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},
"completedCycles": [],
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"epochMillis": 1594811586263
},
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},
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},
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}
}
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"simplified": false,
"avatarUrls": {
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},
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},
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},
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},
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"friendly": "637h 2m"
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},
"fixVersions": [],
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"customfield_10035": {
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},
"resolution": null,
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"watches": {
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"iconUrl": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/images/icons/priorities/highest.svg",
"name": "Highest",
"id": "1"
},
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"labels": [
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],
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"message": "The Parent Link is only available to Jira Premium users."
}
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"description": "This was auto-generated by Jira Service Desk during workflow import",
"iconUrl": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/images/icons/status_generic.gif",
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"components": [],
"timeoriginalestimate": null,
"description": "Track the priority of requests to spot problems quickly and set tighter *Service Level Agreement (SLA)* goals. Customers can set their own priority when raising a request, or you can hide it from customers and let your team decide.\nh3. Try it out\nAssign yourself and add a comment to stop the *Time to First Response* SLA from counting down. Resolve the request to stop all SLAs completely.",
"customfield_10010": {
"_links": {
"jiraRest": "https://totangodev2a.atlassian.net/rest/api/2/issue/10006",
"web": "https://totangodev2a.atlassian.net/servicedesk/customer/portal/2/DEMO-7",
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/request/10006",
"agent": "https://totangodev2a.atlassian.net/browse/DEMO-7"
},
"requestType": {
"_expands": [
"field"
],
"id": "10",
"_links": {
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/servicedesk/2/requesttype/10"
},
"name": "Computer support",
"description": "If you have problems with your laptop, let us know here.",
"helpText": "",
"issueTypeId": "10004",
"serviceDeskId": "2",
"groupIds": [
"2"
],
"icon": {
"id": "10467",
"_links": {
"iconUrls": {
"48x48": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10467&size=large",
"24x24": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10467&size=small",
"16x16": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10467&size=xsmall",
"32x32": "https://totangodev2a.atlassian.net/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10467&size=medium"
}
}
}
},
"currentStatus": {
"status": "Waiting for support",
"statusCategory": "INDETERMINATE",
"statusDate": {
"iso8601": "2020-07-15T14:13:06+0300",
"jira": "2020-07-15T14:13:06.263+0300",
"friendly": "15/Jul/20 2:13 PM",
"epochMillis": 1594811586263
}
}
},
"customfield_10014": null,
"customfield_10015": null,
"customfield_10005": null,
"customfield_10006": null,
"security": null,
"customfield_10007": null,
"customfield_10008": null,
"aggregatetimeestimate": null,
"customfield_10009": null,
"summary": "Help! This is a high priority request",
"creator": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/user?accountId=5f0ee3415ee2c3002378e34f",
"accountId": "5f0ee3415ee2c3002378e34f",
"emailAddress": "sh.golan@gmail.com",
"avatarUrls": {
"48x48": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png",
"24x24": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png",
"16x16": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png",
"32x32": "https://secure.gravatar.com/avatar/f8b9b3ebb87fafc145e3365c329a7e0e?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSG-3.png"
},
"displayName": "Shmulik Golan",
"active": true,
"timeZone": "Asia/Jerusalem",
"accountType": "atlassian"
},
"subtasks": [],
"reporter": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/user?accountId=qm%3Ac0adbfae-3004-49bb-8c30-e60fa2c9e656%3Aaf1aedcb-05be-4125-a2d5-85c6f199cdb8",
"accountId": "qm:c0adbfae-3004-49bb-8c30-e60fa2c9e656:af1aedcb-05be-4125-a2d5-85c6f199cdb8",
"emailAddress": "tester@customer1.test",
"avatarUrls": {
"48x48": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png",
"24x24": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png",
"16x16": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png",
"32x32": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/default-avatar.png"
},
"displayName": "tester@customer1.test",
"active": true,
"timeZone": "Asia/Jerusalem",
"accountType": "customer"
},
"aggregateprogress": {
"progress": 0,
"total": 0
},
"customfield_10000": "{}",
"customfield_10001": null,
"customfield_10002": [
{
"id": "2",
"name": "Customer 1",
"_links": {
"self": "https://totangodev2a.atlassian.net/rest/servicedeskapi/organization/2"
}
}
],
"customfield_10003": null,
"customfield_10004": null,
"customfield_10038": null,
"environment": null,
"duedate": null,
"progress": {
"progress": 0,
"total": 0
},
"votes": {
"self": "https://api.atlassian.com/ex/jira/a195d1c4-912e-4b01-88f0-d57b5f919e58/rest/api/2/issue/DEMO-7/votes",
"votes": 0,
"hasVoted": false
}
}
}
]
}

Column Mapping

mceclip0.png

  • For main objects use issues
  • Use the following mappings (this is just an example, each Jira will have its own fields settings):
    • key: Jira issue key
    • fields.issuetype.name: issue type
    • fields.priority.name: Jira issue priority
    • fields.summary: Jira issue Title (Summary)
    • fields.reporter.displayName: Reporter name
    • fields.customfield_10010._links.agent: link to Jira issue (use this for external link)

 

 

 

 

 

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