Jira Integration (via Zapier)
IntegrationIntroduction
You can integrate third-party systems with Service Manager in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service.
This document describes an integration process that has already been implemented in a customer context.
To find out more about this integration (e.g. scripts to be used), please do not hesitate to contact your EasyVista contact, or your service provider and integrator.
Overview of the integration
Jira is a software developed by Atlassian that enables bug and incident tracking and agile project management.
This integration enables you to perform actions in both Service Manager and Jira using Zapier. You can do this in two ways.
- Perform actions in Jira from a Service Manager workflow/business rule.
See Integration Process 1.example In Service Manager, creation of an incident via a standard ticket management workflow ==> Creation of the corresponding incident in Jira
- Perform actions in Service Manager from Jira. See Integration Process 2.
example In Jira, modification of a ticket ==> Modification of the corresponding ticket in Service Manager
| Integration Data Feed (direction) | Authentication Type | Integration Connector Options | ||
|---|---|---|---|---|
|
|
Basic Authentication (with Zapier) |
|
| Available versions | ||
|---|---|---|
| SaaS-based | On-premises | |
| Service Manager |  |
|
| Third-Party Product | |
N/A |
Integration process 1: From Service Manager to Jira
Data feed
To perform actions in Jira from a Service Manager workflow/business rule, you must use a zap with a Zapier REST action.
Step-by-Step Integration Process
See Zapier integration for the detailed process.
Step 1: Initialize the zap in Zapier.
1. Click Make a Zap.
2. Name the new zap.
Step 2: In Zapier, configure the Service Manager trigger event.
2.1: In Zapier, initialize the configuration in the pane called Trigger / 1. Set up this step.
1. In the Choose App step, click the Webhooks 
icon.
2. In the Choose Trigger step, select the option called Catch Hook.
3. Click Save + Continue.
The webhook URL is provided by Zapier.
example https://hooks.zapier.com/hooks/catch/799810/mtmjbz/
2.2: In Service Manager, create a Zapier REST action.
See How to define a new resource and associate it with a REST action.
1. Create a connection and a resource for the Zapier service.
- Select Administration > REST > Services in the menu.
- Create a connection to the Zapier service.
- Create a resource associated with the Zapier service.
2. Add a REST action using the resource you previously created.
- Go to the process graphic editor and open the *workflow or business rule you want.
- Click and drag the new resource from the REST Actions category to the graphic editor.
3. Run the new Zapier REST action by starting the workflow/business rule.
2.3: In Zapier, finalize the configuration of the Service Manager trigger event.
1. In Service Manager, run the process you created in step 2.2.
The Zapier webhook is initialized when you run the Zapier REST action.
2. In Zapier, click OK, I did this (Test this Step).
The Service Manager trigger event is configured in Zapier.
Step 3: In Zapier, configure the action to be performed in Jira.
1. In the Choose App step in the pane called Action / 2. Set up this step, click the Jira 
icon.
2. In the Choose Action step, select the action to be performed in Jira.
3. In the Choose Account step, select or create an account.
4. In the Set Up Template step, configure the options.
Note: To use Service Manager field values such as the rfc_number or description, and propagate them in Jira, you must use the Zapier webhook at least once. To do this, run the Zapier REST action via a Service Manager process.
Step 4: Enable the zap in Zapier.
1. Click Finish.
2. Enable the new zap using Your Zap is on.
Integration process 2: From Jira to Service Manager
Data feed
To perform actions in Service Manager from Jira, you must use a zap with the Service Manager REST API from Jira.
Step-by-Step Integration Process
See Zapier integration for the detailed process.
Step 1: Initialize the zap in Zapier.
1. Click Make a Zap.
2. Name the new zap.
Step 2: In Zapier, configure the trigger event in Jira.
1. In the Choose App step in the pane called Trigger / 1. Set up this step, click the Jira icon.
2. In the Choose Trigger step, select the action to be performed in Jira.
3. In the Choose Account step, select or create an account.
4. In the Set Up Options step, configure the options as required.
Step 3: In Zapier, configure the action to be performed in Service Manager.
1. In the Choose App step in the pane called Action / 2. Set up this step, click the Webhooks icon.
2. In the Choose Action step, select the option called Custom Request.
3. In the Set Up Template step, configure the options for performing the action in Service Manager as required.
4. In the Test this Step step, test the configuration of the action by clicking Create + Continue.
Step 4: Enable the zap in Zapier.
1. Click Finish.
2. Enable the new zap using Your Zap is on.