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Integrate with ConnectWise Automate (API)

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

ConnectWise Automate Logo

What does the integration offer?

Use Jira Service Management's ConnectWise Automate Integration to forward ConnectWise Automate alerts 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 the alert is acknowledged or closed.

How does the integration work?

  • When an alert is created in ConnectWise Automate, it creates an alert in Jira Service Management.

  • When the alert is closed in ConnectWise Automate, the Jira Service Management alert is closed as well.

Set up the integration

ConnectWise Automate is an API integration. Setting it up involves the following steps:

  • Add a ConnectWise Automate integration in Jira Service Management

  • Configure the integration in ConnectWise Automate

Add a ConnectWise Automate 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 ConnectWise Automate 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 “ConnectWise Automate”.

  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 API key.
    You will use this key while configuring the integration in ConnectWise Automate 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 ConnectWise Automate

To configure the integration of ConnectWise Automate with Jira Service Management, complete the following steps:

  1. In ConnectWise Automate, go to System > General > Import.

  2. Select XML Expansion and download this script file.

  3. Go to Automation > Scripts > View Scripts.

  4. Go to the Software folder and open the JSM Alert script.

  5. Open the Globals and Parameters tab.

  6. Paste the API key copied previously into apiKey.
    Note: If there is no apiKey field, add one.

  7. Optional: If you are using Jira Service Management in EU, replace eu variable with "True".

  8. Go to System > Configuration > Dashboard.

  9. Select Management > Alert Templates and create an alert template.

  10. To add a new template, click New Template.

    1. Enter the Name of the alert template. This field is required in order to save and add alerts.

    2. Enter any Comments for this alert template. This field is optional.

    3. Click Add Alerts to add new alerts to this template.

    4. Select New Alert.

  11. Select Script for both Warning and Error.

  12. Select Script Action for Software\JSM Alert.

  13. Select someone in Alert Contact > Contact with whom you want to associate the alert.

  14. Select Save.

Additional Help