This article covers how to enable and set up JIRA integration. Also, this provides steps to map tenants to JIRA projects, and create outbound policies to send signals, ActOns or Situations as tickets to JIRA. 

The integration with Jira Software enables you to create actionable Jira issues based on high-level ActOns generated in the Resolution Intelligence Cloud. It allows you to sync data from the Resolution Intelligence Cloud to Jira bi-directionally in real-time to mitigate and resolve issues faster.

When an ActOn is integrated with Jira Software, a corresponding Issue is created with the details of the correlated signals and links to the respective ActOn. The ActOns are treated as Issue Type bugs in Jira Software. Updates occurring in each ActOn automatically reflect the same changes in the corresponding Issue in Jira Software. Additionally, if updates occur to the Jira Issues, then the same will be reflected in the ActOns' data.

The integration works only if you have subscribed to the required plan or reach out to ric_support@netenrich.com to enable the appropriate plan.

Scope

Resolution Intelligence Cloud supports the integration in two different scopes. Choosing the right scope is essential for the integration to work effectively to solve your organizational needs. 

Review the following use cases that help you determine in which scope the integration is to be configured:

Organization scope: If you are an ISP (Independent Software Provider) or an MSP (Managed Service Provider) who can help manage tickets using Jira for multiple customers, the recommendation is to use organization scope for the integration. This helps you define policies for all customers in a standard way.

Tenant scope: If you are an enterprise managing all your issues in Jira software projects, then choose the tenant scope for the integration.

Requirements

In Resolution Intelligence Cloud

1. Click  the gear icon at the top (or) hover over  icon at the top left corner.
2. In the bottom of the left menu, click Configurations.
3. In the left menu, under Data Ingestion, click Integrations. 
   You will be redirected to the integrations page.
4. Locate and click the Jira tile.
5. Click  Add --> Add New Integration if you would prefer to enable a new integration.
6. Under Configurations, click  Authentication.  
   You will be navigated to an authentication page where you can enter the following details:

          i. Under the Inbound section:

• • • In Authentication type, select JSON Web Token (JWT).
    • In Token source, select URL.

ii. Under the Outbound section: You will need to configure the Outbound section of Jira to send ActOns details that trigger integration events based on actions taken in the Resolution Intelligence Cloud back to Jira.

• • • Set the Notification Type to REST API.
    • Enter the Base URL which is specific to your organization. For example, https://<<yourcompanyprefix>>.atlassian.net/
    • Set the Authentication Type to BASIC.
    • Provide your Jira Username and Password. 
      Note: Here password is an API Key that you can generate in the Jira account.
    • Enter Display Name.
    • Click Save.

Enabling Jira integration for Tenants

In Resolution Intelligence Cloud

1. Click  the gear icon at the top (or) hover over  icon at the top left corner.
2. In the bottom of the left menu, click Configurations.
3. In the left menu, under Data Ingestion, click Integrations. 
   You will be redirected to the integrations page.
4. Locate and click the Jira tile.
5. Click  Add --> Add New Integration if you would prefer to enable a new integration. Otherwise, select Inherit from Parent to get the inbound and outbound properties inherited from your organization if you would prefer to use organization properties.
6. Under Configurations, click  Authentication.  
   You will be navigated to an authentication page where you can enter the following details:

          i. Under the Inbound section:

• • • In Authentication type, select JSON Web Token (JWT).
    • In Token source, select URL.

      ii. Under the Outbound section: You will need to configure the Outbound section of Jira to send ActOns details that trigger integration events based on actions taken in the Resolution Intelligence Cloud back to Jira.

• • • Set the Notification Type to REST API.
    • Enter the Base URL which is specific to your organization. For example, https://<<yourcompanyprefix>>.atlassian.net/
    • Set the Authentication Type to BASIC.
    • Provide your Jira Username and Password. 
      Note: Here password is an API Key that you can generate in the Jira account.
    • Enter Display Name.
    • Click Save.

Note: Save the consumer token and inbound URL, and use them in the respective fields during Webhook configuration in Jira. These details are visible only for the first time, and will not be shown once you move away from this page.

Mapping Tenants

You can map single or multiple tenants between Resolution Intelligence Cloud and your Jira project through an interactive UI. 

1. Click Add Mapping at the top right corner or click Bulk Add and select Import CSV file to import multiple tenants with the respective Jira projects.
2. In the Add Mapping dialog box, under Tenant Name, select your tenant from the dropdown menu.
3. Under Project, input field a relevant Jira project to which you prefer to link your tenant from the dropdown menu.
4. Click Add Row, if you would prefer to add more instances and repeat the same steps from 2 to 3.
5. Click Save. 
   The integration will be enabled for each tenant that you have mapped, and it helps you flow the ActOns data to specific Jira project.

For example, If Tenant A is mapped to Project A, the ActOns created in the Tenant A will be generated automatically in corresponding Project A. The integration breaks if you map the tenant with an inappropriate Jira project.

Deleting Tenant Mapping

You have mapped multiple tenants, but you feel that some tenants are no longer needed. You can remove those tenants from the current mapping using a Delete button.

To remove tenant mapping,

1. Locate the tenant that you would prefer to remove mapping.
2. Click  three dots right next to the tenant.
3. Click Delete from the dropdown menu.
4. Click Yes to remove it.

Downloading and Importing a Tenant Mapping list

You can download tenant mappings to your local drive in a csv format and modify any tenant name and its relevant Jira project, then bulk upload the amended list to map your Jira integration.

To download and import a CSV file,

1. After you have configured the integration, click Tenant Mapping. 
   
2. Navigate to Bulk Add --> Download CSV template. 
   A template is downloaded into your local drive.
3. First, you will need to fill the csv file with a valid tenant name, mapping status and project key.
4. Click Bulk Add --> Import CSV file. 
   A dialog box appears. 
5. Click Import CSV and select your tenant mapping file from local drive.
6. Click Open. 
   A message appears on your screen.
7. Click Yes to continue. 
   A Mapping CSV file will be added to tenant list.

Webhook Configuration in Jira

1. Login to your Jira account.
2. Click the Settings icon in the upper right corner of the screen and select System from the drop-down.

  3. On the left-hand sitemap under System, select Webhooks.

4. Click + Create a Webhook.

• Give the Webhook a name, set the status to Enabled, and in the URL field, paste the copied Inbound URL and append the Consumer token at the end of URL generated from the Resolution Intelligence Cloud.

5. Next, select the events that you would like to send to the Resolution Intelligence for generating issues, comments. In the below example, we opted to send a webhook whenever an issue is created, updated, and deleted.

6. Now when an issue is created, an ActOn will be generated in the Resolution Intelligence and any updates will be sent to the ActOn timeline as a signal to that ActOn including comments. When an Issue is resolved or deleted in Jira, the corresponding ActOn will be resolved in the Resolution Intelligence Cloud.

Setting Up a Custom field (ri_acton_id) in Jira

Step1: Creating a Custom field (ri_acton_id) via an API

This section describes how you create a custom field, ri_acton_id, using an API. Creating and associating a custom field, ri_acton_id, to your desired screens and projects enables you to store all ActOns data in Jira. 

Note: Currently, Resolution Intelligence Cloud supports custom fields for Scrum template only.

• Create a custom field, ri_acton_id, using the below API with the required parameters. 
  Request Example: 
   
  curl --location --request POST 'https://cloudenrich.atlassian.net/rest/api/3/field' \ 
  --header 'Authorization: Basic xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx \ 
  --header 'Content-Type: application/json' \ 
  --header 'Cookie: atlassian.xsrf.token=xxxxxxxxxxxxxxxx' \ 
  --data-raw '{ 
      "searcherKey": "com.atlassian.jira.plugin.system.customfieldtypes:textsearcher", 
      "name": "ri_acton_id", 
      "description": "Custom field for picking groups", 
      "type": "com.atlassian.jira.plugin.system.customfieldtypes:textfield" 
  }' 

Response: 
 
{ 
"id": "customfield_10048", 
"key": "customfield_10048", 
"name": "ri_acton_id", 
"untranslatedName": "ri_acton_id", 
"custom": true, 
"orderable": true, 
"navigable": true, 
"searchable": true, 
"clauseNames": [ 
"cf[10048]", 
"ri_acton_id", 
"ri_acton_id" 
], 
"schema": { 
"type": "string", 
"custom": "com.atlassian.jira.plugin.system.customfieldtypes:textfield", 
"customId": 10048 
} 
}

Note: Please share the ID generated from the above response with Netenrich support team.

Step 2: Associating a Custom field (ri_acton_id) to a Specific Screen(s)

Next, you will need to associate a custom field, ri_acton_id, to your desired screen. 

To associate a custom field, ri_acton_id,

1. Select icon at the top right corner.
2. Select Issues from the drop-down menu.
3. In the left menu, under Fields, select Custom Fields.
4. Search “ri_acton_id” in the search bar.
5. Click the ri_acton_id field. 
   A dialog box opens.
6. Click Screens --> Associate this field to screens. 
   You will be navigated to the Issues screen.
7. In the search bar, search your desired screen name(s) to which you want to associate the ri_acton_id field.
8. Tick a checkbox next to the desired screen(s).
9. Click Update.

Step 3: Associating a Custom field (ri_acton_id) to a Specific Project(s)

For Company-based projects

To associate a custom field, ri_acton_id, to Company based projects,

1. Before associating a custom field, ensure that you are in company-based project.
2. In the left nav bar, click Project Settings at the bottom.
3. Under Issues, click Layout --> Edit Issue Layout. 
   An Issue layout opens.
4. In the right menu, locate your custom field, ri_acton_id, at the bottom.
5. Drag and drop your custom field, ri_acton_id, in the middle of the page.
6. Click Save changes.

For Team-based projects

To associate a custom field, ri_acton_id, to Team based projects,

1. Before associating a custom field, ensure that you are in the appropriate project.
2. In the left nav bar, click Project Settings at the bottom.
3. In the left nav bar, click Issue Types.
4. Select an Issue type where you would prefer to associate your custom field, ri_acton_id.
5. In the right menu, locate your custom field, ri_acton_id, at the bottom.
6. Drag and drop your custom field, ri_acton_id, in the middle of the page.
7. Click Save changes.