Set up a Jira Service Desk integration

This integration is available for JSD Cloud, JSD Server, and JSD Data Center. The app is unintended for use with Audience-specific page types.

Before you begin

Downtime can result in your support team getting flooded by repetitive support tickets asking why your website or app is down. Our Jira Service Desk (JSD) Integration helps you prevent these unnecessary support tickets by surfacing relevant status information in your service desk.

General features of this integration:

  • When there's an active incident on your status page, a notice will surface on your JSD customer portal.

  • When there's an active maintenance on your status page, a notice will surface on your JSD customer portal.

  • If a component is degraded, a notice will surface on your customer portal.

  • If more than two of the above events are active at a given time, a generic notice will surface on your JSD customer portal.

  • No messages are displayed when everything is operational i.e, there are no incidents or maintenances to communicate.

Set up a Jira Service Desk integration

  1. Log in to Jira Service Desk.

  2. Select Apps from the top navigation.

  3. Select Manage your apps.

  4. Select Find new apps from the left side menu.

  5. Search for Statuspage and select the Statuspage for Jira Service Desk app when it appears in your results.

  6. Get app then select Get it now to add it to your service desk. A success flag appears when your app is added.

  7. Select Configure in the success flag that appears.

  8. Select which Jira Service Desk project to configure with the Statuspage app from the dropdown menu.

  9. Enter the page ID and the API key for your status page.

    1. To find this information in Statuspage you must be a site admin. Go to Statuspage, select your avatar in the bottom left of the screen, and select API Info. Your API keys and Page IDs are listed there. If you’re not the side admin for Statuspage, you’ll be shown who to contact to obtain API key information.

  10. Select Add.

Shows the add-on configuration screen for the Statuspage app in Jira Service Desk

Setup complete! If you want to test to see if your app is configured correctly, you can create an incident in Statuspage. Then go into your web portal channel in JSD, where a message is displayed letting your customers know of an incident.

To update your Statuspage app’s configuration:

  1. In Jira Service Desk, select Apps from the top navigation.

  2. Select Manage your apps.

  3. Select Statuspage for Jira Service Desk under the User-installed app section to open the app’s options.

  4. Select Configure to update your app’s configuration. This is also where you can Uninstall the app.

Shows the Manage apps screen in JSD where you can update or uninstall the Statuspage app

To see where incident messages are displayed:

  1. In Jira Service Desk, go to Projects and select the project you configured with the Statuspage app.

  2. Select Channels in the next side menu (or Ticket Channels depending on setup). One of the options to appear is Help Center.

  3. Select Open under Help Center, which brings you to the form an end-user fills out to create a ticket.

If there is an incident entered in Statuspage, the incident update message is displayed on that form. The form won’t show anything there if there’s no ongoing incident.

A Jira Service Desk Help form that shows the incident message at the top of the form
Last modified on Aug 24, 2020
Cached at 7:26 PM on Oct 31, 2020 |

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