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Integrate with Autotask AEM

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.

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What does the integration offer?

Jira Service Management has an email integration with Autotask AEM. Use the integration to send Autotask AEM alerts to Jira Service Management's API with detailed information. Jira Service Management acts as a dispatcher for Autotask AEM alerts, determines the right people to notify based on on-call schedules– notifies email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

How does the integration work?

When an alert is created in Autotask AEM, an alert is also created in Jira Service Management automatically through the integration.

Set up the integration

Autotask AEM is an email integration. Setting it up involves the following steps:

  • Add an Autotask AEM integration in Jira Service Management

  • Configure the integration in Autotask AEM

Add an Autotask AEM integration

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

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 an Autotask AEM integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Autotask AEM”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the email address.
    You will use this email address while configuring the integration in Autotask AEM later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Autotask AEM

To configure the integration of Autotask AEM with Jira Service Management, complete the following steps:

  1. In Autotask, go to Account > Policies.

  2. Select a policy from which you want to receive alerts.

  3. In the Monitors tab, edit the monitor you want to receive alerts from or add a new one.

  4. Select a value for Monitor Type and fill in Monitor Details.

  5. Go to the Response Details tab.

  6. Select Email the following responders.

  7. Make the following updates in Additional Responders:

    1. Enter JSM into Name and e431922f-0a08-4785-b6a6-536296481088@<sitename>.jsmalerts.atlassian.net into Address.

    2. Select Text for Type and Save.

    3. Add the following to the Subject Line:
      [hostname] | [description] | [sitename] | [category] | [type] | [alert] | [os] | [lastuser] | [ipaddress]

  8. Select Next to complete creating the monitor.

  9. Select Save and Push Changes on the next screen to complete updating the policy.


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