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Integrate with Workato

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.

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What does the integration offer?

Use Jira Service Management's Workato Integration to forward Workato alerts to Jira Service Management. Jira Service Management 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.

How does the integration work?

When an Jira Service Management action occurs in Workato, an alert is created in Jira Service Management through the integration.

Set up the integration

Workato is an API-based integration. Setting it up involves the following steps:

  • Add a Workato integration in Jira Service Management

  • Configure the integration in Workato

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

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Workato”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the API key.
    You will use this key while configuring the integration in Workato later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Workato

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

  1. Go to Developer Marketplace in Workato and select Opsgenie.

  2. Select Install this adapter.

  3. Select App Connections > Create a new connection.

  4. Select Opsgenie.

  5. Enter a name for the integration.

  6. Paste the API key copied previously from Jira Service Management into API Key.

  7. Select Link your account.
    After the connection is established, you can use the recipes to create alerts.


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