Integrate with Magentrix

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.

What does the integration offer?

Jira Service Management provides a powerful bidirectional integration with Magentrix. Use the Magentrix integration to create an alert in Jira Service Management when a case is created in the Customer Portal and vice versa. This mirroring helps to aggregate alerts to the right people at the right time with the robust on-call configurations and routing rules in Jira Service Management.

How does the integration work?

When a case is created in Magentrix Customer Portal, an alert is created in Jira Service Management.
When a case is closed in Magentrix Customer Portal, the alert is closed in Jira Service Management.
When the case status is changed to “Active” in Magentrix Customer Portal, the alert is acknowledged in Jira Service Management.
When an alert is created in Jira Service Management, a case is created in Magentrix Customer Portal.

Set up the integration

Magentrix is a bidirectional integration. Setting it up involves the following steps:

Add a Magentrix integration in Jira Service Management
Map alert actions
Configure the integration in Magentrix

Add a Magentrix 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 Magentrix integration in Jira Service Management, complete the following steps:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “Magentrix”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the API key.
You will use this key while configuring the integration in Magentrix later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Magentrix

To configure the integration in Magentrix, complete the following steps:

For incoming

In Magentrix, expand Develop on the left menu.
Select Classes & Triggers.
Select New.
Select Trigger > Next.
Select Case (Force) for the entity field and select Next.
Enter “JsmAlertTrigger” for Name.
Select 3.0 for Version.
Select Save.
Copy the content of this file into the Magentrix UI editor.
Paste the API key you copied while adding the integration in Jira Service Management into JSM_API_KEY field.
Select Save.

For outgoing

For Magentrix Subdomain, enter the subdomain of your Magentrix instance.
For example, if your Magentrix URL is https://test.magentrixcloud.com, enter “test” into the field.
For Magentrix Username, enter your Magentrix username.
For Magentrix Password, enter your Magentrix user password.

Map alert actions

You can define action mappings between Jira Service Management actions and Magentrix actions. You can also do the mappings for when the source of the alert is not Magentrix (that is, when the alert is created by another integration). You can select from a list of Jira Service Management actions for the mapping.

If the case type is not specified, its value is set to "Problem" by default.

Configure Magentrix trigger for customized fields

To use the custom fields in Jira Service Management alerts, customize the Magentrix trigger. In a trigger, there are 10 editable custom fields. These fields are defined but not initialized. You can send custom fields in the payload by completing the following steps:

Select custom fields by doing Magentrix initialization.
The custom fields are already added to the payload. When you initialize fields, they are sent to Jira Service Management.
To add custom fields to Jira Service Management alert, expand the Incoming section and add alert rules as needed.

Sample payload sent from Magentrix

(in JSON format)

{
"caseId": "5002600000DHQfbACH",
"caseDescription": "Sample case description",
"severity": "S3 - Medium",
"caseNumber": "00314044",
"description": "Sample description",
"priority": "Medium",
"subject": "[JSM] Sample message",
"caseType": "Problem",
"ownerEmail": "sampleemail@sample.com",
"caseStatus": "New",
"accountName": "Sample Account",
"assetName": "Sample Asset",
"isEscalated": "TRUE",
"escalatedBy": "0032600000dQcsPAAS",
"customField1": "Sample Custom Field",
"customField2": "Sample Custom Field",
"customField3": "Sample Custom Field",
"customField4": "Sample Custom Field",
"customField5": "Sample Custom Field",
"customField6": "Sample Custom Field",
"customField7": "Sample Custom Field",
"customField8": "Sample Custom Field",
"customField9": "Sample Custom Field",
"customField10": "Sample Custom Field"
}

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