With Totango's Jira Service Desk connector, you can import service requests data into Totango.
Learn more about Jira Service Desk here.
Topics covered in this article:
- Creating Jira Service Desk connection
- Importing data from Jira Service Desk to Totango
- Best practices and known issues
Creating Jira Service Desk connection
In order to create a Jira Service Desk 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”
Click “Create app” and choose “OAuth 2.0 (3LO) integration”
Add application name (“Totango” for example), agree with Atlassian terms and click on Create button
Go to “Permissions” tab and make sure both APIs “Jira platform REST API” and “Jira Service Desk API” are added
Click on the “Configure” button for “Jira platform REST API” and make sure “View Jira issue data” and “View user profiles” are added.
Go back and click on the “Configure” button for “Jira Service Desk API” and make sure “View Jira Service Desk request data” and “Manage Jira Service Desk customers and organizations” are added.
Go to “Authorization” tab and and add the Totango call back URL: “https://app.totango.com/auth/connector/callback”
Go to "Settings" and Copy the Client ID and Secret. Paste them in the Totango Connection window
Totango connection window:
Importing data from Jira Service Desk to Totango
Importing data from Jira Service Desk to Totango is done using JQL filters. See here to learn more on JQL queries. The Filter is just a wrapper on a regular search using JQL.
First, choose the data type you want to import and then create an JQL query to filter the data from Jira Service Desk that you want to import to Totango. Totango will execute the JQL query on your Jira Service Desk account and import the data resulting from this query.
The best practice is to create a query in Jira, verify that it is working correctly and copy the working query to Totango. This way you can be sure that filter works as expected.
To create a query in Jira, go to Search -> Advanced Search -> Create whatever filter you want -> Switch to JQL -> Copy filter as is and paste to Totango Query Filter field:
In Jira:, Click "Search"
Click "Advanced issue search" and create your search query
Click "Switch to JQL"
Copy JQL query
In Totango, choose the data you want to import to Totango, choose the object and object Fields and paste the JQL query in the Query Filter field
Best Practices and Known issues
- The Totango user creating the integration with Jira Service Desk, should have SERVICE DESK TEAM user role in Jira Service Desk (In Jira, go to Projects -> (select your project) -> People -> (find your user and change role to be Service Desk Team)
- The best practice is to map Jira Service Desk Organization attribute to Totango account. Please make sure that all Jira Service desk issues imported to Totango have one and only one organisation attribute.
- In Jira, users with multiple jira accounts, have to make sure they login to the correct one (the one they want to connect to Totango.