Integrate with Track-It!

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?

Track-It! sends notifications of new alerts. With this Integration, Jira Service Management acts as a dispatcher for these alerts and determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, and iPhone & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

How does the integration work?

When an alert is created in Jira Service Management, a workflow is created in Track-It!.
When users acknowledge, unacknowledge etc. an alert in Jira Service Management, this action is added as a note to the related workflow in Track-It!.
When users add a note to alerts in Jira Service Management, add note info is sent to Track-It!.
When the alert is closed in Jira Service Management, the related workflow is closed in Track-It!.

JEC subscribes to alert actions in Jira Service Management and reflects these actions on the Track-It! flow so that notifications are sent for Jira Service Management alerts.

Set up the integration

Track-It! is a bidirectional integration. Setting it up involves the following steps:

Add a Track-It! integration in Jira Service Management
Configure the integration in Track-It!

Add a Track-It! 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 Track-It! 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 “Track-It!”.
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 Track-It! 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 Track-It!

To configure the integration of Track-It! with Jira Service Management, complete the following steps:

Use Jira Service Management's JEC and the Track-It! script to send alert actions to Track-It! flow. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on Track-It!. To use the Track-It! integration package, follow the steps in the sections below through the end. Download the latest version of the Track-It package. Extract the .zip package and move the extracted folder named Jira Service Management to the path C:\jsm\jec. The package that you downloaded also includes JEC utility and the script that is need to be run by JEC. Read more about running JEC.

To execute actions in Track-It!, JEC gets the configuration parameters from the configuration file. The configuration file can be found under /home/jsm/jec/conf/config.json.

For create action, use createTrackitWorkflow.py and for other actions use actionExecutor.py scripts. To use this feature "Send Alert Actions To Track-It!" checkbox should be enabled in Jira Service Management Track-It! Integration.

Configuration Parameters		Location
apiKey	Track-It! integration API Key. Copy the API Key from the Track-It! Integration page and paste it to apiKey field in conf file.	/home/jsm/jec/conf/config.json
url	Service name for the Track-It! server you are using. This url will be used to create a connection with your Track-It! Web server.	/home/jsm/jec/conf/config.json
login	Username that you are using during login to your Track-It! Web server.	/home/jsm/jec/conf/config.json
password	Password that you are using during login to your Track-It! Web server.	/home/jsm/jec/conf/config.json

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