Set up a Jira Service Management integration

Before you begin

Downtime can result in your support team getting flooded by repetitive support tickets asking why your website or app is down. Our Jira Service Management (JSM) Integration helps you prevent these unnecessary support tickets by surfacing relevant status information in your service project.

General features of this integration:

• When there's an active incident on your status page, a notice will surface on your JSM customer portal.

• When there's an active maintenance on your status page, a notice will surface on your JSM customer portal.

• If a component is degraded, a notice will surface on your customer portal.

• If more than two of the above events are active at a given time, a generic notice will surface on your JSM customer portal.

• No messages are displayed when everything is operational i.e, there are no incidents or maintenances to communicate.

Set up a Jira Service Management integration

1. Log in to Jira Service Management.

2. Select Apps from the top navigation.

3. Select Manage your apps.

4. Select Find new apps from the left side menu.

5. Search for Statuspage and select the Statuspage for Jira Service Management app when it appears in your results.

6. Get app then select Get it now to add it to your service project. A success flag appears when your app is added.

7. Select Configure in the success flag that appears.

8. Select which Jira Service Management project to configure with the Statuspage app from the dropdown menu.

9. Enter the page ID and the API key for your status page.

   1. To find this information in Statuspage you must be a site admin. Go to Statuspage, select your avatar in the bottom left of the screen, and select API Info. Your API keys and Page IDs are listed there. If you’re not the side admin for Statuspage, you’ll be shown who to contact to obtain API key information.

10. Select Add.

Setup complete! If you want to test to see if your app is configured correctly, you can create an incident in Statuspage. Then go into your web portal channel in JSM, where a message is displayed letting your customers know of an incident.

To update your Statuspage app’s configuration:

1. In Jira Service Management, select Apps from the top navigation.

2. Select Manage your apps.

3. Select Statuspage for Jira Service Management under the User-installed app section to open the app’s options.

4. Select Configure to update your app’s configuration. This is also where you can Uninstall the app.

To see where incident messages are displayed:

1. In Jira Service Management, go to Projects and select the project you configured with the Statuspage app.

2. Select Channels in the next side menu (or Ticket Channels depending on setup). One of the options to appear is Portal.

3. Select Open under Portal, which brings you to the form an end-user fills out to create a ticket.

If there is an incident entered in Statuspage, the incident update message is displayed on that form. The form won’t show anything there if there’s no ongoing incident.

Send an incident update to external stakeholders

You can now send updates about an on-going Statuspage incident via Jira Service Management. This means, you can link an incident from Jira Service Management to your Statuspage instead of creating a duplicate incident.

To get started, you’ll need to connect your service project with your Statuspage first:

1. In your statuspage, go to Apps and select Jira Service Management

2. Select the Issue tab and connect a service project to the statuspage.

3. Once this is done, you can go to any incident in Jira Service Management.

4. You’ll find Statuspage in the incident details on the right side. Select Link statuspage.

5. Select your statuspage from the list. If there’s an open incident, you can select it. Else, you can create a new incident by filling in the details.

6. Once a incident is linked, you can send an update directly from Jira Service Management. This update will be sent to the subscribes of your status page.