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Jira is a proprietary issue tracking product developed by Atlassian that allows bug tracking and agile project management.

With the Zenduty two-Way integration, you will be able to create new Issues in Jira whenener a new incident is created on Zenduty. As this is a two-way integration, any update on Zenduty(Acknowledge/Resolved) will update the issue on Jira(Pending/Resolve) and any action(Pending/Resolve) on Jira will update the incident on Zenduty(Acknowledge/Resolved).

What can Zenduty do for Jira users?

With Jira’s Integration, Zenduty sends new Jira issue alerts to the right team and notifies them based on on-call schedules via email, text messages (SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Zenduty provides your NOC, SRE and application engineers with detailed context around the Jira issue alert along with playbooks and a complete incident command framework to triage, remediate and resolve incidents with speed.

Whenever Jira issue is generated, an alert is made which inturn causes Zenduty to create an incident. When that ticket is closed, Zenduty will auto-resolve the incident.

Zenduty can also create issues in Jira when a new Incident is created on Zenduty. The issue would then be in sync with Zenduty’s Incident, allowing for a 2-way integration beween Zenduty and Jira.

You can also use Alert Rules to custom route specific Jira ticket alerts to specific users, teams or escalation policies, write suppression rules, auto add notes, responders and incident tasks.

Important notes before integration

  • For Jira cloud installations, authentication(Basic) happens through a Email+Access Token combination.

  • For Jira server installations, authentication(Basic) happens through a Username+Password combination. You can create a dedicated “zenduty” user to take actions on the Jira server. You need to ensure that your Jira server URL is accessible from the internet.

To integrate Jira with Zenduty, complete the following steps:

In Zenduty:

  1. To add a new Jira integration, go to “Teams” on Zenduty and click on the “Manage” button corresponding to the team you want to add the integration to.

  2. Next, go to “Services” and click on the “Manage” button corresponding to the relevant Service.

  3. Go to “Outgoing Integrations” and then “Add New Outgoing Integration”. Give it a name and select the application “Jira(Two-Way)” from the dropdown menu.

  4. Go to “Configure” under your Outgoing Integrations.

  5. There are Several fields to be added here, Starting off with the “Jira URL”. This can be obtained by checking the URL of your Jira Domain.

    For example - https://your-domain.atlassian.net/

    • In case your Jira is a Private installment(Jira server), enter the url of your Jira server. Make sure the URL contains a trailing slash when you input in the form.
  6. In the case of Jira cloud, insert the Email to which your Jira Domain is linked to. In the case of Jira server installment, enter your Jira username instead of your email(you can created a dedicated accouunt for Jira for a Zenduty user).

  7. Next, the Project ID/Project Key, which can be found at the Project table in Jira under “Key” for the project you want to implement Jira with. For example, your project key may look something like - ACME, TES, INC or something else

    You can also get it from your URL - https://your-domain.atlassian.net/jira/servicedesk/projects/TEST/

  8. Next we need the Jira API key(in the case of Jira cloud), this can be obtained by :
    • Logging in to https://id.atlassian.com/manage/api-tokens
    • Click Create API token.
    • From the dialog that appears, enter a memorable and concise Label for your token and click Create.
    • Click Copy to clipboard, then paste the token.

    In the case of Jira server, enter your Jira account password in the token field.

  9. Then click on “Authenticate” button next to the API key insert field, this would autheticate the key and also bring in the Issue Types that are linked to the project inserted.

  10. Next select the Issue Type the Jira Issue should be Regarded as, The different types of Issue types can be found in the drop down menu after autheticating JIRA API key.

  11. Proceed by clicking “Save & Next”

  12. Next, Incident Response Mapping is needed. Map the appropriate incident status to the loaded statuses that Jira can transition the issue into.

  13. Similarly, Issue mapping is also needed for 2-Way integration between Zenduty and Jira. Map the Issue statuses to the Incident statuses so issues can trigger a transition in status in the linked incident.

    Do watch out for cyclic mapping of the incidents.

    • For advanced use cases, like in the case of integrating with the Epic issue type, There would be a need for Custom field mapping that is to be done (for example, “Epic Name”). It is disbled by default but on enabling, map the fields to the dynamic inputs that are provided to make up the fields for the message to be sent to JIRA.
  14. Proceed by copying the generated Webhook URL to be added to Jira.

In Jira:

  1. Log in to your Jira account.

  2. Go to settings and then click System. Scroll Down towards “Webooks”

  3. Click on Create a WebHook.

  4. Add a Name for the Zenduty webhook and paste the Generated Webhook URL that was copied earlier.

  5. Under “Issue related Events” make sure the “Issue Created” and “Issue Updated” checkbox is ticked.
    • If you want the comments within your Jira tickets automatically be added as notes on Zenduty, also check the “Comment Created” checkbox.
  6. To make the process only applicable to the current project selected, set the JQL to point the project to the Project that is selected.
    • This can be done using the JQL, “project={Insert Project Name}”, if the project exists, there would be a dropdown menu that would pop up.
  7. Scroll down and Save to create the Webhook.

Respond to Jira (2-Way) Integration alerts faster

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