Jira Service Desk Integration

IT-Conductor supports integration with Jira Service Desk (Jira SD), enabling organizations to harness the full potential of collaborative communication alongside efficient IT management. This integration empowers teams to enhance productivity, monitor operations in real-time, and proactively address issues, creating a unified and dynamic work environment.

Create Incoming Webhook in Jira SD

Please refer to the Jira SD webhooks documentation for instructions and more information.

Note: The webhook URL serves as a direct link to the channel, enabling the seamless transmission of information from IT-Conductor to Jira SD. Save this URL for the Configure Jira SD Integration in IT-Conductor section.

Configure Jira SD Integration in IT-Conductor

To configure Jira SD integration in IT-Conductor, follow the instructions below.

1. Visit service.itconductor.com and enter your login credentials.

2. Navigate to Dashboards → Administrator to access the Administrator's Dashboard.

3. Locate the Integrations Providers actions panel and click the title to access the complete list.

Figure 1: Integration Providers Actions Panel in Administrator’s Dashboard

1. Click Create Jira ServiceDesk Integration to start creating a new connection.

Figure 2a: Integration Providers Actions Panel Page

Alternatively, you can click Create Jira ServiceDesk Integration directly from the Administrator’s Dashboard.

Figure 2b: Integration Providers Actions Panel in Administrator’s Dashboard

1. Fill out all the necessary information in the Create Jira SD Integration wizard. Once completed, click Finish to create the connection.

Figure 3a: Create Jira SD Connection Wizard (Configure Connection Screen)

• Name - refers to a descriptive identifier for the integration.

• Description - refers to any relevant information about the integration being configured.

• Organization - refers to an administrative structure that defines objects with a common goal or purpose. If you previously created an organization, please select it.

• Role - refers to the environment where the integration will be used.

• Site - refers to a logical object that describes a particular area or location, depending on the context in which it is used.

• Gateway - allows communication between the customer's site network and the IT-Conductor cloud platform. Select the previously configured gateway from the dropdown menu. See Gateway Setup for more details.
• Scheme - refers to the web protocol to be used.

• Host - refers to the server domain where your Jira SD application is installed and running.

• Port - refers to the port number on a server where the Jira SD application is configured to listen for incoming webhook payloads.

• Connect Timeout - refers to the maximum amount of time IT-Conductor will attempt to establish a connection to Jira SD (300 seconds by default).

• Site - refers to the URL to be used for accessing Jira SD.

• Service Desk ID - refers to the identifier of the specific service desk in Jira SD.

• Default Request Type - refers to the request type for Jira SD.

1. Provide the account information in the New Account screen and click to complete the configuration.

Figure 3b: Create Jira SD Connection Wizard (New Account Screen)

• Description - refers to any relevant information about the user account being added.

• Application - refers to the name given to the instance being added.

• Person - refers to the name of the IT-Conductor user who is adding the system.

• User Name - refers to the user account to be used for the Jira SD Integration.

• User Password - refers to the password of the user account.

• Re-type Password - refers to the same password provided in the Password field.

1. Verify that the new connection was added to the Integration Providers actions panel.