AUTOMATE+ with Jira integration addresses several key problems and provides numerous use cases, enhancing both project management and workflow automation.

Areas covered on this page:

• Problems Solved

• Use Cases

• Technical Setup

Problems Solved:

1. Manual Task Management:

   • Reduces the need for manual entry and updates of tasks in Jira, minimizing human error.

   • Ensures that all tasks are consistently tracked and managed within Jira, improving accuracy and accountability.

2. Lack of Real-Time Updates:

   • Provides real-time updates and synchronization between various systems and Jira, ensuring all stakeholders have the latest information.

   • Enhances transparency and keeps the project status current.

3. Workflow Inefficiencies:

   • Automates repetitive tasks and workflows, reducing the time and effort required to manage projects.

   • Streamlines processes by integrating Jira with other tools and platforms used by the team.

4. Communication Gaps:

   • Facilitates better communication between different teams and systems, ensuring that information is shared seamlessly.

   • Reduces the risk of miscommunication or missed updates.

5. Delayed Incident Response:

   • Enhances incident management by automatically creating and updating Jira tickets based on triggers from other systems (e.g., monitoring tools).

   • Speeds up the response time to incidents and issues, leading to quicker resolutions.

Use Cases:

1. Automated Ticket Creation:

   • Automatically create Jira tickets based on predefined triggers from monitoring tools, helpdesk systems, or other applications.

   • For example, if a critical alert is detected by a monitoring system, a Jira ticket can be automatically created and assigned to the relevant team for investigation.

2. Task Synchronization:

   • Sync tasks and updates between Jira and other project management tools (e.g., Trello, Asana) to ensure consistency across platforms.

   • This is useful for teams that use multiple tools and need to keep data synchronized.

3. Incident and Problem Management:

   • Integrate with IT service management (ITSM) tools to create Jira issues for incidents, problems, and change requests automatically.

   • Enhance incident tracking and ensure all incidents are properly documented and resolved.

4. Deployment and DevOps Automation:

   • Automate the creation and tracking of deployment tasks in Jira as part of a CI/CD pipeline.

   • For example, after a successful build in a CI tool like Jenkins, a deployment task can be created in Jira for the operations team.

5. Customer Support Integration:

   • Link customer support systems (e.g., Zendesk, Freshdesk) with Jira to automatically create issues from support tickets.

   • Ensure that customer issues are tracked and resolved within the development workflow.

6. Compliance and Audit Trails:

   • Automatically log changes and actions in Jira to maintain an audit trail for compliance purposes.

   • This is particularly useful in regulated industries where tracking changes and maintaining documentation is critical.

7. Performance Monitoring:

   • Integrate with performance monitoring tools to create and update Jira issues based on performance metrics and thresholds.

   • Automatically track and address performance issues as they arise.

Technical Setup - Jira Integration with AUTOMATE+

Setting up AUTOMATE+ Jira integration requires the following information from your Jira implementation.

• Service Request ID & Request Type ID

• Auth (API Token)

• Domain URI

• User Email

• Project ID

The image below shows the fields and where they need to be populated inside of the AUTOMATE+ SaaS platform, click “Utilities” in the Header Row, then click “Integrations”.

Obtaining Service Request ID & Request Type ID

This can be performed in one of two ways:

• Using Jira REST API

• Leveraging the Jira GUI

Method 1 - Using the Jira REST API:

a. Obtain Service Request ID:

1. Find the Project Key or ID:

   • Go to your JSM project in Jira.

   • The project key is typically visible in the project URL (e.g., https://your-domain.atlassian.net/jira/projects/PROJECT_KEY).

2. Get Service Request Types:

   • Use the Jira REST API to list all request types in the project.

   • Send a GET request to the following endpoint:

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     GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype

   • Replace {serviceDeskId} with your JSM project ID.

3. Parse the Response:

   • The response will include details of all request types, including their IDs.

   • Example JSON response:

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     { "values": [ { "id": "15", "name": "Service Request", "description": "Request a new service", ... }, ... ] }

   • Note the id for the relevant request type.

b. Obtain Request Type ID:

1. List Request Types for a Specific Request Type Group:

   • To list request types under a specific request type group, use the following endpoint:

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     GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{groupId}

   • Replace {serviceDeskId} with your service desk ID and {groupId} with the request type group ID.

2. Parse the Response:

   • The response will include request types within that group and their corresponding IDs.

Method 2 - Finding IDs via Jira UI:

a. Find Service Request ID:

1. Navigate to Your Service Management Project:

   • Go to your JSM project in Jira.

2. Open the Project Settings:

   • Click on Project settings in the sidebar.

3. Access Request Types:

   • Under Project settings, go to Request types.

   • You will see a list of all request types configured for the project.

4. Inspect Request Type URLs:

   • Click on a specific request type to open its details.

   • The URL will contain the request type ID (e.g., https://your-domain.atlassian.net/servicedesk/admin/PROJECT_KEY/request-types/{requestTypeId}).

b. Find Request Type ID:

1. Follow the Same Steps as Above:

   • Navigate to Request types under Project settings.

   • Click on a request type to open its details and note the ID from the URL.

By using either the Jira REST API or navigating through the Jira UI, you can easily obtain the Service Request ID and Request Type ID needed for integrations or automation tasks. Make sure to have the necessary permissions to access project settings or make API calls.

Auth - Jira API - Step-by-Step Guide to Get Your Jira API Token:

1. Log in to Jira:

   • Go to your Jira instance and log in with your credentials.

2. Access Your Profile:

   • Click on your avatar or profile picture in the bottom-left corner of the Jira dashboard.

   • Select Account settings or Profile from the dropdown menu.

3. Manage API Tokens:

   • In the Account settings or Profile page, look for the Security section.

   • Click on Create and manage API tokens.

4. Create a New API Token:

   • Click on Create API token.

   • Enter a label or name for your token to identify its purpose (e.g., "6pillars integration").

   • Click Create.

5. Copy the API Token:

   • After the token is created, click Copy to clipboard to copy the token.

   • Ensure you copy and securely store the token as this is the only time you will be able to view it.

Additional Security Tips:

• Store Securely: Ensure the API token is stored securely and only shared with trusted systems and team members.

• Regenerate if Compromised: If you believe the token has been compromised, return to the Manage API tokens section and revoke the token, then create a new one.

Using an API token for authentication is a secure and effective way to integrate Jira with other tools like 6pillars, ensuring seamless automation and task management across your systems.

Providing your Domain URI

1. Find Your Jira Instance URL:

   • The Domain URI is the base URL of your Jira instance.

   • It typically follows the format: https://your-domain.atlassian.net.

2. Confirm the Domain URI:

   • Log in to your Jira account.

   • Look at the URL in your browser's address bar; this is your Domain URI.

Locating your Reporting User Email

The email address of any member of the Service Desk project can be used.

Locating the Project ID using the Jira UI

a. From the Project URL:

1. Navigate to Your Project:

   • Go to your Jira instance and log in.

   • Navigate to the project you want to find the ID for.

2. Check the URL:

   • Look at the URL in your browser’s address bar. It will contain the project key, which you can use to find the project ID.

   • The URL format typically looks like this:

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     https://your-domain.atlassian.net/jira/software/projects/PROJECT_KEY/boards/1

   • Note down the PROJECT_KEY.