Integrate with RingCentral (Email)
What does the integration offer?
Jira Service Management has an email integration with RingCentral. Use the integration to send RingCentral alerts to Jira Service Management, with detailed information. Jira Service Management acts as a dispatcher for RingCentral alerts, determines the right people to notify based on on-call schedules– using email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. This document describes how to configure the integration.
How does the integration work?
When a notification condition such as Missed Calls, Voicemail Messages, Received Faxes, Fax Transmission Result, Received Text Messages happens in RingCentral, an alert is created in Jira Service Management automatically through the integration.
Set up the integration
RingCentral is an email integration. Setting it up involves the following steps:
Add a RingCentral integration in Jira Service Management
Configure the integration in RingCentral
Add a RingCentral integration
The following capabilities are available in Jira Service Management Premium and Enterprise:
Bidirectional integrations
Outgoing integrations at the team level
Integrations at a site level through Settings (icon) > Products (under Jira settings) > Operations
To access Jira Service Management Premium features, you must subscribe to a Service Collection 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 RingCentral integration in Jira Service Management, complete the following steps:
Next to Operations in the sidebar, select More actions (), then General configuration.
Select Integrations and then Add integration.
Run a search and select “RingCentral”.
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 email address.
You will use this email address while configuring the integration in RingCentral 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 RingCentral
To configure the integration of RingCentral with Jira Service Management, complete the following steps:
In RingCentral, go to Settings > Messages & Notifications.
Select Notifications.
Select the notifications you want to receive.
Paste the email address copied previously into Email in the Send notifications to tab.
Select Save.
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