Integrate with ManageEngine

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

What does the integration offer?

Use the ManageEngine Integration to forward ServiceDesk plus requests to Jira Service Management. Jira Service Management determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, iOS & Android push notifications, and escalates alerts until they are acknowledged or closed.

How does the integration work?

When a request is captured in ManageEngine ServiceDesk Plus, an alert is created in Jira Service Management. When a request is edited with a closed status, the same alert is closed on Jira Service Management.

Set up the integration

ManageEngine is an API-based integration. Setting it up involves the following steps:

Add a ManageEngine integration in Jira Service Management
Configure the integration in ManageEngine

Add a ManageEngine integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a ManageEngine integration in Jira Service Management, complete the following steps:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “ManageEngine”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the integration URL, which includes Jira Service Management endpoint and the API key.
You will use this URL while configuring the integration in ManageEngine later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configure the integration in ManageEngine

To configure the integration in ManageEngine, complete the following steps:

In the ManageEngine ServiceDesk navigation at the top, select the Gear icon.
Select Automations > Custom Actions > Web Hooks > New Webhook.
Paste the API URL you copied while adding the integration in Jira Service Management into URL.
Select “POST” for the Method field.
Select “JSON” for “type” in your message body.
Copy this payload and paste it into the message body.
Select Save.
Select Triggers.
Create a trigger.
Select Custom Actions > Webhook.
Select your webhook and save the changes.

You can configure alert properties on the ManageEngine Integration page.

Sample Webhook Message from ManageEngine

(in JSON format)

{
  "id": "64103000000098059",
  "requester": "{'email_id':'randomperson@hotmail.com','sms_mail':null,'phone':null,'name':'Metehan Yıldırım','id':'64103000000090186','photo_url':'https://contacts.zoho.com/file?exp=10&ID=671724284&t=user&height=60&width=60','department':null}",
  "category": "{'name':'General','id':'64103000000006685'}",
  "subcategory": "{'name':'Firewall','id':'64103000000006741'}",
  "technician": "{'email_id':'randommail@hotmail.com','cost_per_hour':'0','name':'Metehan Yıldırım','contact_info_id':'64103000000090184','id':'64103000000090186','zuid':'671724284'}",
  "subject": "asdsadsad",
  "priority": "{'color':'#ff0000','name':'High','id':'64103000000006805'}",
  "mode": "{'name':'Phone Call','id':'64103000000006669'}",
  "urgency": "{'name':'High','id':'64103000000007919'}",
  "status": "{'in_progress':false,'internal_name':'Resolved','color':'#00ff66','name':'Resolved','id':'64103000000006663'}",
  "is_escalated": "false",
  "notification_status": "",
  "resolved_time": "Jul 26, 2018 03:42 PM",
  "requester_ack_comments": "",
  "request_type": "{'name':'Incident','id':'64103000000008391'}",
  "responded_time": "",
  "requester_ack_resolution": "",
  "created_time": "Jul 26, 2018 03:42 PM",
  "created_by": "{'email_id':'metehannyildirim@hotmail.com','sms_mail':null,'phone':null,'name':'Metehan Yıldırım','id':'64103000000090186','photo_url':'https://contacts.zoho.com/file?exp=10&ID=671724284&t=user&height=60&width=60','department':null}",
  "completed_time": "",
  "template": "{'name':'Default Request','id':'64103000000006655'}",
  "approval_status": "",
  "scheduled_time": "",
  "service_category": "{'name':'Corporate Website','id':'64103000000007945'}",
  "site": "{'name':'asdasd','id':'64103000000099093'}",
  "deleted_time": "",
  "display_id": "6",
  "due_by_time": "Jul 30, 2018 11:37 AM",
  "group": "{'site':null,'name':'Hardware Problems','id':'64103000000006679'}",
  "has_notes": "false",
  "impact":"{'name':'Affects Department','id':'64103000000008039'}",
  "impact_details":"asdasdasdasd",
  "subcategory":"{'name':'Microsoft .Net Framework','id':'64103000000006727'}"
}

Payload parsed by Jira Service Management (in JSON format)

{
  "id": "64103000000098059",
  "technician_mail": "randommail@hotmail.com",
  "priority":"High",
  "subject":"Printer failure",
  "category_name":"General",
  "description":null,
  "department":null,
  "requester_email":"randomperson@hotmail.com",
  "mode_name":"Phone Call",
  "urgency_name":"High",
  "request_type_name":"Incident",
  "level":null,
  "group_name":"Hardware Problems",
  "notification_status":"",
  "status":"Resolved",
  "is_escalated":"false",
  "resolved_time":"Jul 26, 2018 03:42 PM",
  "requester_ack_comments":"",
  "responded_time":"",
  "requester_ack_resolution":"",
  "created_time": "Jul 26, 2018 03:42 PM",
  "completed_time": "",
  "template_name":"",
  "approval_status":"",
  "scheduled_time":"",
  "service_category_name":"Corporate Website",
  "site_name":"asdasd",
  "display_id":"6",
  "due_by_time":"Jul 30, 2018 11:37 AM",
  "has_notes": "false",
  "deleted_time":"",
  "impact_name":"Affects Department",
  "impact_details":"asdasdasdasd",
  "subcategory_name":"Microsoft .Net Framework"
}

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