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Integrate with ConnectWise Automate (Email)

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.

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 email 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

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 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 the Control Center, go to System > Configuration > Dashboard.

  2. Select Management > Alert Templates and create an alert 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.

  3. Select New Alert.

  4. Select Email for the alert action.

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

  6. Set the content here to The Alert Message on Success and Alert Message on Failure fields.

  7. Select Save.

  8. To configure the email settings, complete the following steps:

    1. In the Control Center, Select Dashboard > Config > System.

    2. Paste the email previously copied into Support Email.

    3. Configure your SMTP and POP server settings as appropriate.

  9. Select Save.



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