JIRA Custom Widget

Download the appropriate Custom Widget ZIP file based on your ServiceDesk Plus build version.

For build versions below 15200: Click here.

For build versions 15200 and later: Click here.

JIRA custom widget integrates JIRA issue management with ServiceDesk Plus request management. It allows users to create and associate JIRA issues with relevant ServiceDesk Plus requests.

Post association, whenever the widget is accessed from a ServiceDesk Plus request, it will display the latest details of the associated JIRA issue.

Key Functionalities

Issue Creation: Create a new JIRA issue from ServiceDesk Plus.
Issue Tracking: View and track JIRA issues associated with ServiceDesk Plus requests.
Bi-directional Sync: Synchronize information between JIRA and ServiceDesk Plus.
Dynamic Fields: Automatically loads project-specific fields and issue types.
History View: Track the changes in the JIRA issue details and associated ServiceDesk Plus requests over time.

Steps to Install JIRA Widget

Step 1: Generate JIRA API Token

Go to the JIRA API token page to create a new API token for the widget. You can also use an existing API token, if available.

Click Create API token without scopes.
Set an expiration date and generate the token.
Copy the generated token.

Step 2: Create Service and Connection

Log in to ServiceDesk Plus.
Go to Admin > Developer Space > Connections > Custom Services.
Click Create Service.
Enter the service name as jira. The service link will be auto-populated and can be edited.

The service name must be in lower case or snake case.

Set the Authentication Type to Basic Authentication.
Click Create Service.

Click Create Connection.
Provide a connection name similar to the service name. The connection link will be auto-populated and can be edited.
Click Create And Connect. You will now be asked to enter JIRA login credentials.

The username is your JIRA login username (usually an email address), and the password is the generated API token.

Click Connect to authorise the connection.
Copy the JSON metadata on the connection details page.

Step 3: Download and Configure the Widget Zip File

Click here to download the JIRA widget zip file.
Extract the zip file and open the plugin-manifest.json.
Paste the copied JSON metadata in the connections array, as shown:

Add the JIRA instance domain to the white_list array.

Open the config.json file to tailor the widget's flow and features. You can configure the following attributes in the file:
- jiraType: Specify if the JIRA instance is cloud or on-premise. Allowed values are cloud and jiraop.
- domain: Specify the JIRA instance domain. For example, if the JIRA instance is hosted at https://sdptest.atlassian.com, then specify the domain value as sdptest.atlassian.com.
- protocol: Specify the domain protocol (http/https).
- apiVersion: Specify the JIRA's API version to be used. This is crucial because different versions might have varying endpoints or features. By default, apiVersion is set to 3.
- apiBasePath: Specify the API request path. JIRA cloud instances use /rest/api path, whereas on-premises instances mostly use /jira/rest/api.
- fieldMapping: Specify the fields to be in sync between both JIRA and ServiceDesk Plus.

"fieldMapping": [

{

"field": "summary",

"displayName": "Summary",

"defaultValue": "${{request.subject}}",

"view": true,

"sync": true,

"values": {

"sourceValue": "jiraValue"

}

]

Code Description

Key	Meaning
"field": "summary"	The target JIRA field attribute to which data will be mapped (here, the JIRA "summary" field).
"displayName": "Summary"	The user-friendly field name to be displayed in the widget.
"defaultValue": "${{request.subject}}"	Sets a default field value, pulling from request.subject in ServiceDesk Plus. This placeholder will be dynamically replaced when syncing.
"view": true	Indicates that the field must be visible in the widget.
"sync": true	Indicates the bi-directional synchronization between JIRA and ServiceDesk Plus. When sync is set to true, the latest summary field value will be synced in both applications.
"values": { "sourceValue": "jiraValue" }	Maps field values between both applications. In this example, the sourceValue in ServiceDesk Plus is mapped to jiraValue in JIRA.

After you have configured the necessary parameters, re-zip all the files of the widget.

Do not zip the parent folder. Select all the files individually and zip them.

Step 4: Upload the JIRA Custom Widget

In ServiceDesk Plus,

Go to Admin > Developer Space > Custom Widgets.
Add a new widget and upload the zipped file.
Click Save.

You should now be able to access the fully operational JIRA custom widget.

Access the JIRA Custom Widget

Go to an existing request details page.
Go to the JIRA tab on the details page to access the custom widget.

How to Create a JIRA Issue in the Widget

In the widget, click Create an issue to create and associate a JIRA issue with the ServiceDesk Plus request.
Select the project and issue type. The widget will automatically populate fields relevant to the selected project and issue type.
After you fill out the details, click Create Issue.

After the JIRA issue is created, it will automatically get associated with the ServiceDesk Plus request. Whenever the widget is accessed from the request, it will display the associated issue details, as shown:

Note:

On the associated issue details page, use the following options for synchronization, as automatic sync is currently not supported in the widget:

Click Update JIRA with Request Change to update the latest ServiceDesk Plus request details in the corresponding JIRA issue.
Click Update Request with JIRA Changes to update the latest JIRA issue details in the corresponding ServiceDesk Plus request.