Integrate with Desk.com

If you’re a customer who shifted your operations from Opsgenie to Jira Service Management, adding new instances of this integration isn’t possible in Jira Service Management. You can only edit the integrations that originally shifted from Opsgenie.

What does Jira Service Management offer Desk.com users?

Use Jira Service Management's Desk.com Integration to forward Desk.com alerts to Jira Service Management. Jira Service Management determines the right people to notify based on on-call schedules– notifies via text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Forward Jira Service Management's "add note" alert activities to Desk.com.

Functionality of the integration

When new case is created on Desk.com, an alert is created in Jira Service Management automatically through the integration.
When the case on Desk.com closed or resolved, the alert is closed in Jira Service Management.
When a note is added to the alert in Jira Service Management, the note is also added to the case on Desk.com.

Edit Desk.com integration in Jira Service Management

To edit a Desk.com integration in Jira Service Management, complete the following steps:

Go to your team’s operations page.
On the left navigation panel, select Integrations.
Search for your Desk.com integration.
Edit the integration settings and rules as necessary.

Use the instructions in the following sections if applicable.

Configure the integration in Desk.com

In Desk.com, go to the Admin Panel.
In "Apps" tab, install Custom Action.
Enter the action name "Opsgenie", Select "None" as the authentication method.
Paste the Integration URL copied when adding the integration.

5. Click Create.

6. After installing app, Add Action.

7. Set name as "Send to Opsgenie"

8. Select Post a JSON string to a URL as "Action Type"

9. Fill the "JSON to POST" field by referring to this file.

10. Click Add Action.

11. Go to Cases -> Rules -> Inbound Interaction.

12. Click + Add Rule.

13. Enter a name and click Add.

14. Add a Rule Action with selecting Trigger an App Action and Opsgenie: Send to Opsgenie.

15. Set "Enabled" as "Yes" and Update.

You can configure an Outbound Interaction to update and close Jira Service Management alerts on case changes.

Alert properties can be configured from Desk.com Integration / Advanced Settings page.

Configuring Jira Service Management to Desk.com Integration (Optional)

To enable Jira Service Management to send alert actions to Desk.com, configure both Desk.com and Jira Service Management.

At Desk.com

Add an API Application

In Desk.com, go to Admin Panel->Settings
Add API Application named "Opsgenie"
Generated keys are used by Opsgenie

In Jira Service Management

Add the following information to your Desk.com integration in Jira Service Management.

Go to the Integration page and click the Desk.com integration to modify.
Make sure Send Actions to Desk.com is checked.
Enter the subdomain for the Desk account.
Paste the Key of the "OpsGenie" API Application to "Consumer Key" field.
Paste the Secret of the "OpsGenie" API Application to "Consumer Key Secret" field.
Paste the Token of the "OpsGenie" API Application to "Access Token" field.
Paste the Token Secret of the "OpsGenie" API Application to "Access Token Secret" field.
Click "Save Integration".

Jira Service Management uses this information to send Desk.comm the API requests and keep cases up-to-date. This configuration is optional; leave "Send Actions to Desk" unchecked and keep using Desk.com integration one-way.

Sample Payload

JSON

{
  "caseId": "2558",
  "caseSubject": "Fwd: test123",
  "caseDescription": "",
  "caseLabels": "",
  "caseStatusName": "New",
  "caseGroupName": "General",
  "caseChannel": "email",
  "casePriority": "4",
  "caseUserId": "",
  "caseUserName": "",
  "caseOpenedAt": "2015-01-29 15:45:47 UTC",
  "caseCreatedAt": "2015-01-29 15:42:47 UTC",
  "caseUpdatedAt": "2015-01-29 15:42:47 UTC",
  "customerId": "290081130",
  "customerName": "Tuba",
  "customerEmail": "tuba@gmail.com",
  "customerPhone": "12345",
  "customerCompany": "ifountain"
}

Was this helpful?

It wasn't accurate

It wasn't clear

It wasn't relevant

Still need help?

The Atlassian Community is here for you.

Ask the Community