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

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

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"
  

Go to the “Authorization” tab and set up 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 Management to Totango

Importing data from Jira Service Management to Totango is done using JQL filters. The Filter is just a wrapper on a regular search using JQL.

• See here to learn more on JQL queries

First, choose the data type you want to import and then create a 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

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.