EV Observe - Jira Service Management Ticketing Integration

Last modified on 2024/03/11 16:51

TicketingIntegration_ConstantlyDeveloped

   Jira Service Management is in constant development. As such, some of the screens shown in the procedures below may be different from the ones in the final interface.

TicketingIntegration_Definition

The Jira Service Management ticketing integration is used to create and synchronize tickets in both Jira Service Management and EV Observe.

  • A ticket can be created in Jira Service Management when a monitoring alert is acknowledged for a configuration item (CI) (host, service, or user service). Open url.png See Ticketing integration - Overview.
  • You can view information on the Jira Service Management ticket in the EV Observe CI.
  • To set up this integration, you must first perform the cross-reference mapping between some of EV Observe information and Jira Service Management information.

Notes

TicketingIntegration_Notes

  • Integration is performed using the Jira Service Management REST API.
  • In order for tickets to be added to the CI of an EV Observe company or site, the company or site must first be defined with a CRM link to the company defined in Jira Service Management.
    • EV Observe: 2024.4 (5.5)+ The adding of the CRM link is optional if the value of the disableCrmCompanyLink parameter is True in the specific information specify in the Jira Service Management connector. Open url.png See Configuration in EV Observe.
    • When you define the CRM link in a company in EV Observe, all of the sites in this company will inherit this link.
  • The integration can be performed manually (users open the ticket themselves), in automatic mode (the ticket is opened automatically), or in driven integration mode (the ticket is opened automatically subject to the rules in the cross-reference mapping file). Open url.png See the description.

Caution

TicketingIntegration_Caution

  • To optimize performance, only one call is made to the Jira Service Management Web service for processing the list of tickets. If this list of tickets to be synchronized contains one or more tickets that no longer exist in Jira Service Management, e.g. ticket permanently deleted from the recycle bin, the Web service will generate an error and the integration will not update the list of tickets. To prevent this, you should avoid permanently deleting any open ticket in monitoring.
  • Based on your context, check which fields are mandatory in Jira Service Management for creating tickets. If mandatory fields are considered optional by the integration, the integration will not run correctly.
  • If the integration is configured to run in automatic mode or driven integration mode:
    • Ticket creation will be blocked if a mandatory field is not specified.
    • If urgency and impact values are specified in the cross-reference mapping file, these values will have priority over any other source of information and will be considered as the reference values for the urgency and impact of each ticket.

Mapping of fields between EV Observe and Jira Service Management

TicketingIntegration_FieldMapping

The cross-reference mapping will map the fields in EV Observe with those in Jira Service Management and determine the display of fields when tickets are opened, i.e. mandatory, optional or hidden fields.

  • The first column in the table displays the ticket field in EV Observe.
  • The second column displays the ticket field in Jira Service Management.
  • The third column displays operating rules for the integration.
  • The fourth column indicates the mandatory fields required to ensure that the integration runs correctly. There are 3 possible values:
    • Hidden: The field is ignored.
    • Optional: The field can be used.
    • Mandatory: The EV Observe field must be mapped with a Jira Service Management field.
EV Observe field Jira Service Management field Operating rules Is Required
participant N/A Is Required
contact N/A Hidden
contract N/A N/A
environment N/A N/A
category N/A N/A
service request Type of request to use for the Jira Service Management REST API, e.g. GET N/A
service item N/A N/A
priority N/A N/A
team N/A Is Required
CI N/A Hidden

Cross-reference mapping file

TicketingIntegration_MappingFile

The cross-reference mapping file is used when integration is performed in automatic mode or driven integration mode. It is used to load values in the fields used by the integration and define mapping rules.

File description

     Open url.png See the general description and input rules in the file.

Example of the file

  Cross-reference mapping file

Mapping rule line 1

Tickets will automatically be created when:

  • The tag ID of the company where the alert occurred is ID 9566.
  • The alert status is Warning  or Critical.
  • The type of CI is Service.
  • The tag ID of the host category associated with the service is ID 9 (Windows server).
     

Each ticket will display:

  • The object of the ticket, i.e. host name, service name and details of the alert
    $HOSTNAME$ - $SERVICENAME$ - $OUTPUT$
  • The description of the ticket:
    Host: $HOSTNAME$<br/>Service: $SERVICENAME$<br/>Description: $OUTPUT$<br/>EVO link: $CI_LINK$
    • Line breaks are indicated by the <br/> syntax.
    • A link is displayed, enabling users to access EV Observe.
    • The service ID corresponds to the ID of the request type. This field is mandatory.
       

Mapping rule line 2

Tickets will automatically be created when:

  • The tag ID of the company where the alert occurred is ID 4876.
  • The alert status is Critical.
  • The type of CI is Host.
     

Each ticket will display:

  • The object of the ticket, i.e. host name, service name and details of the alert
  • The description of the ticket:
    Host: $HOSTNAME$<br/>Description: $OUTPUT$<br/>EVO link: $CI_LINK$

Procedure: How to configure the Jira Service Management ticketing system

Step 1: In Jira Service Management, retrieve the field IDs required for configuring EV Observe

The IDs will be required in the Specific information field when configuring the Jira Service Management connector in EV Observe in step 2.

Best Practice icon.png  You can use Postman (Chrome extension) or Insomnia for running Jira Service Management REST API requests.

1. You must have a user account and password for accessing the Jira Service Management REST API.

2. Run the following requests in the order listed below.

example  Retrieve the customs_field fields that represent the Direction and Service fields in the Jira Service Management form. You can use these fields by entering the IDs returned by the requests in the Specific information field in EV Observe.

  • Run a GET request to retrieve the Jira Service Management project key.

https://URL_Jira_Service_Management/rest/servicedeskapi/servicedesk/rvicedesk/JSMIT/requesttype?searchQuery=incident&expand=field

"values": [
        {
            "id": "X",
            "projectId": "XXXX",
            "projectName": "XXXXX",
            "projectKey": "JSMIT",
            "_links": {
                "self": "https://URL_Jira_Service_Management/rest/servicedeskapi/servicedesk/1"
            }
        },
}
  • Run a GET request to retrieve the field IDs.

https://URL_Jira_Service_Management/servicedesk/JSMIT/requesttype?searchQuery=incident&expand=field

"id": "34",
      "_links": {
        "self": "https://URL_Jira_Service_Management/1/requesttype/34?expand=field"
      },
     
      "name": "Déclarer un incident",
      "description": "Utilisez ce formulaire si vous rencontrez un incident avec matériel informatique (écran, clavier...)",
      "helpText": "",
      "issueTypeId": "10023",
      "serviceDeskId": "1",
      "portalId": "1",
      "groupIds": [
        "18"
      ],
      "icon": {
        "id": "10467",
        "_links": {
          "iconUrls": {
            "48x48": "https://URL_Jira_Service_Management/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/10467?size=large",
            "24x24": "https://URL_Jira_Service_Management/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/10467?size=small",
            "16x16": "https://URL_Jira_Service_Management/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/10467?size=xsmall",
            "32x32": "https://URL_Jira_Service_Management/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/10467?size=medium"
          }
        }
      },
      "fields": {
        "requestTypeFields": [
          {
            "fieldId": "customfield_10214",
            "name": "Direction",
            "description": "",
            "required": true,
            "defaultValues": [],
            "validValues": [],
            "jiraSchema": {
              "type": "array",
              "items": "cmdb-object-field",
              "custom": "com.atlassian.jira.plugins.cmdb:cmdb-object-cftype",
              "customId": 10214
            },
            "visible": true
          },
          {
            "fieldId": "customfield_10215",
            "name": "Service",
            "description": "",
            "required": false,
            "defaultValues": [],
            "validValues": [],
            "jiraSchema": {
              "type": "array",
              "items": "cmdb-object-field",
              "custom": "com.atlassian.jira.plugins.cmdb:cmdb-object-cftype",
              "customId": 10215
            },
            "visible": true
          },

Step 2: Configure the ticketing integration in EV Observe

Step 2.a: Create a Jira Service Management connector used by the integration

     Open url.png See the detailed procedure

1. Specify the general information.

  • Type: Select the Jira Service Management connector.
  • URL: Jira Service Management platform URL.
  • User / Password: Login and password of the dedicated user for the integration, defined in Jira Service Management.

2. In the Specific information field, specify any additional information required for the integration.

  • You must comply with the format below.
  • Replace the values in yellow with the values defined in Jira Service Management.

   Tags specified in the specific information must correspond to a tag in EV Observe. They are used to configure the Organisation interne and Domaine fields in Jira Service Management.

Best Practice icon.png  See step 1 to retrieve the IDs in Jira Service Management.

{"roles":"<EV Observe roles in Artis>","ticket":{"closed_status":["<Closed status list>"]},"personal_fields":["<Search field list>"],"impactMatrix": {xx}
{
    "request_type_name": "<Form name in Jira Service Management>",
    "custom_fields": {
        "<Form ID>": [
            {
                "field_id": "<Field ID in the form>",
                "type": "<Type of field>",
                "value": "<Field value to be specified>"
            },
            {
                "field_id": "<Field ID in the form>",
                "type": "<Type of field>",
                "value": "<Field value to be specified>"
            }
        ]
    }
}

{
    "request_type_name": "Incident d'exploitation technique",
    "custom_fields": {
        "34": [
            {
                "field_id": "customfield_10004",
                "type": "id",
                "value": "10514"
            },
            {
                "field_id": "customfield_10058",
                "type": "id",
                "value": "10508"
            },
            {
                "field_id": "customfield_10203",
                "type": "id",
                "value": "10713"
            },
            {
                "field_id": "customfield_10099",
                "value": "This is a material"
            }
        ],
    }
}

List of specific parameters

  • Request_type_name: Used to filter the list of forms that appear when the ticket is created.
  • Custom_field: Custom field for entering a specific form ID and for defining default values.
    • field_id: ID of the specific form field.
    • type: Type of value to be entered for the field.
    • value: Field value, i.e. ID or string of characters.
       

Step 2.b: Associate the company with the Jira Service Management entity using a CRM link

     Open url.png See the detailed procedure
 

Step 3: In EV Observe, create tickets based on the required integration mode for Jira Service Management

     Open url.png See the detailed procedures:

Step 4: Monitor, solve and close the ticket

  • Monitor the ticket in Jira Service Management and in EV Observe
  • Perform the required actions to solve the incident
  • Close the ticket in Jira Service Management
Tags:
Powered by XWiki © EasyVista 2024