EV Reach Console - Incident Management - Jira Service Desk Integration

Last modified on 2023/07/12 14:02

Jira Service Desk easily integrates with EV Reach within seconds to combine incident management with problem resolution.

Once integrated, you will be able to access, manage and work on your Jira Service Desk tickets directly from within EV Reach and quickly resolve issues. Upon working on a ticket, the full transcript of EV Reach actions is automatically registered in the incident record for accountability, auditing and knowledge building.

Jira Service Desk Integration with EV Reach Remote Support

You do not need to modify your Jira Service Desk configuration or install a Jira Service Desk extension, the integration happens within EV Reach. Open the EV Reach General Settings, select the Incident Management category and select the Jira Service Desk provider from the list:


Then provide the following information:

Provider web service URLEnter the web address of your Jira company instance.

E.g.:  https://myCompany.atlassian.net

Operator Console URLThis optional setting accepts a Jira Service Desk web address that you wish to configure as the default location to go to, when clicking on the Jira Service Desk icon within EV Reach:


This is a convenient way to quickly access your favorite dashboard or area within your service desk portal.

If you leave this blank, the Provider web service URL is used by default.

Email AddressYour Jira Service Desk web portal user identifier
API Token (Cloud) Password (On-Premise)Your Jira Service Desk API Token or Password.

Please refer to your product documentation for further instructions on API Tokens.

Max rows per queryThe maximum number of incidents returned by Jira Service Desk when placing a query. Keeping this setting low improves performance and responsiveness.

Once the settings have been entered, click on the Test Connection button to validate the configuration.

Jira Service Desk Incident Management via EV Reach Remote Support

Once EV Reach is integrated with Jira Service Desk, you will be able to perform the following actions:

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