JIRA Integration
ServiceDesk Plus (SDP) - JIRA integration allows you to push any request created in ServiceDesk Plus as an Issue in JIRA with a preferred issue type.
Role Required: SDAdmin
Quick Links
Configuring JIRA settings in ServiceDesk Plus
- Go to Admin > Integrations > JIRA.
- Enter the Server name and Server Port where the JIRA application is currently running.
- Choose between http and https protocol settings.
- Enter the JIRA administrator credentials (username/password) and Save the configuration. The password will be encrypted and saved securely in the database.
- For configuring JIRA On-Demand settings, enter the JIRA administrator credentials (username/API Key).
- Click Save.
All other configurations other than username and password are still in Jira.xml.
Creating JIRA action menu
Create a new custom menu for JIRA ticket creation under Admin > Request Custom Menu > Add New Menu.
Use the following pointers to configure JIRA action menu.
- Menu Name: Enter the menu name as Create_JIRA_UI_Ticket. If you want to change the menu name then changes have to be done in Jira.xml too as the configurations are internally mapped.
- Description: Add a brief description explaining the action menu and its functionalities, if needed.
- Associates Roles: Select the technician roles that can access the action menu. You can choose to provide access to all roles or selected roles.
- Associate Templates: Select the request templates under which the action menu should be displayed. You can configure the menu to be displayed for all templates, only incident/service templates, or in selected templates.
- Custom Html File: Enter Create_Jira_Ticket.html as the HTML file name. Ensure the HTML file of the same name is present under [SDP_Home]/Integration/resources/ directory.
- Action Type: Select Execute Class as the action type and enter the script file name to be executed as com.servicedeskplus.integration.JiraActionImplementation. Ensure the jar file is present under [SDP_Home]/integration/lib/ directory.
Move 'resources' and 'conf' folder from Jira to Integration
- Copy-paste conf folder present inside [SDP_Home]/actionplugins/jira/conf to [SDP_Home]/integration/conf.
- Copy-paste the resource folder present inside [SDP_Home]/actionplugins/jira/resources to [SDP_Home]/integration/resources/ directory.
- Copy-paste the jiraimpl.jar file present inside [SDP_Home]/actionplugins/jira/ to [SDP_Home]/integration/lib/ directory.
Reconfiguring JIRA integration post-migration
On upgrading ServiceDesk Plus, JIRA administrator credentials and server URL configuration fields will not be available in the Jira.xml file. They must be configured on the current integration page.
If you are already using JIRA integration with any customizations in earlier versions, take a backup of the customized files. After moving the plug-in files, update the customization changes in the new files.
Post-migration, replace the existing plug-in files with new plug-in files as explained below:
- Copy-paste the jiraimpl.jar file present inside [SDP_Home]/actionplugins/jira/ to [SDP_Home]/integration/lib/ directory.
- Copy-paste conf folder present inside [SDP_Home]/actionplugins/jira/conf to [SDP_Home]/integration/conf.
- Copy-paste the resource folder present inside [SDP_Home]/actionplugins/jira/resources to [SDP_Home]/integration/resources/ directory.
Restart the application for the changes to take effect.