Overview

With Totango's Jira Service Management (formerly: Jira Service Desk) connector, you can import service requests data into Totango.

Learn more about Jira Service Management here.

Topics covered in this article: 

• Creating Jira Service Management connection
• Importing data from Jira Service Management to Totango
• Configuring OAuth application in Jira Service Management
• Best practices and known issues

Creating Jira Service Management connection

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”

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 Management 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 Management API” and make sure “View Jira Service Management request data” and “Manage Jira Service Management customers and organizations” are added.

Go to “Authorization” tab:

1. Add the Totango call back URL: “https://app.totango.com/auth/connector/callback”

2. Make sure that 'Use rotating refresh tokens' is selected

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 Management to Totango

Importing data from Jira Service Management  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 Management that you want to import to Totango. Totango will execute the JQL query on your Jira Service Management 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

Note: Some of the fields, in Jira, returned as JSON. For more continues, we created some alias for common fields (such as Reporter). You can fetch the relevant value from the inner node, using the desire node path.

For example, The Assignee field will return the following JSON:

{
"accountId": "59f6fa7c30268",
"avatarUrls": {
"48x48": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/59f6fa7c30268/913ce867-72e7-40e9-82e7-7999528ff2d6/48",
"24x24": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/59f6fa7c30268/913ce867-72e7-40e9-82e7-7999528ff2d6/24",
"16x16": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/59f6fa7c30268/913ce867-72e7-40e9-82e7-7999528ff2d6/16",
"32x32": "https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/59f6fa7c30268/913ce867-72e7-40e9-82e7-7999528ff2d6/32"
},
"displayName": "Shmulik Golan",
"accountType": "atlassian",
"self": "https://api.atlassian.com/ex/jira/d119b683-d8e7-4c19-8ba5-47d157d049b6/rest/api/2/user?accountId=59f6fa7c30268",
"active": true,
"timeZone": "IL"
}

To retrieve only the name, use: Assignee.displayName

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

This is a prerequisite to using Jira Service Management to create a Virtual Collection in Totango. Click here to learn how to create an OAuth2.0 application in your instance of Jira Service Management.

Best Practices and Known issues

• The Totango user creating the integration with Jira Service Management, should have SERVICE DESK TEAM user role in Jira Service Management
  • In Jira, go to Projects -> (select your project) -> People -> (find your user and change role to be Service Management Team
• The best practice is to map Jira Service Management Organization attribute to Totango account. Please make sure that all Jira Service Management 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.