Integrate with Mattermost

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 has a two-way integration with Mattermost. It's powerful and easy to configure: notifications of Jira Service Management's robust alerts go right into a Mattermost channel. In turn, users acknowledge, close or assign these alerts from the channel, as easily as entering a command like /genie ack 12.

Add a Mattermost integration in Jira Service Management, and in seconds combine Mattermost's easy-to-use team collaboration platform with Jira Service Management's rich alert notification system and on-call rotation. Execute actions on the alert just by typing a /genie command into the chat.

Accomplish more in Jira Service Management by entering simple commands to Mattermost channel. Using /genie commands, mute Jira Service Management notifications, get alert details, view on-call schedules, etc.

"Require Matching a User" option is used to force matching Mattermost accounts with Jira Service Management accounts. Chat user mapping section addresses this issue.

Set up the integration

Mattermost is a chat integration. Setting it up involves the following steps:

Add a Mattermost integration in Jira Service Management
Configure the integration in Mattermost

Add a Mattermost 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 Mattermost 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 “Mattermost”.
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.
Open the integration settings for editing.
Select Authenticate with a Mattermost account.
Paste the Mattermost webhook URL into Mattermost URL.
Save the changes.
Expand the Steps to configure the integration section and copy the webhook URL.
You will use this URL while configuring the integration in Mattermost 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 Mattermost

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

In Mattermost, go to System Console > Integrations > Custom Integrations.
Turn on incoming webhooks and slash commands.
Go to the main menu and select Integrations > Incoming Webhooks.
Add an incoming webhook.
Go to the main menu and select Integrations > Slash Commands for the trigger word jsm.
Paste the webhook URL from Jira Service Management into Request URL.
Select Save.

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