How to integrate Jira Service Desk to ContraForce.

This article outlines the steps required to integrate Jira Service Desk with ContraForce.

Overview

This article outlines how to connect an Jira Service Desk instance to the ContraForce Platform. Once connected, users can link a Jira ticket to an incident or create a new Jira ticket tied to an incident.

Creating a Service Account in JSD

For the integration into ContraForce, a Service Account user needs to be created in Jira. You will need the details about the created Service Account user when integrating Jira to ContraForce. 

Integration Steps

1. Log in to your ContraForce account to Settings.
2. Within Settings click on Ticketing. 
3. Click "+ Add Ticketing Account" and select Jira: 
   1. Domain: https://{accountname}.atlassian.net 
      1. The endpoint is the URL of your Autotask instance. Remember to include the https:// at the start. 
   2. Email Address of the Service Account 
   3. Token
      1. Paste the token that was generated when the service account was created.  
4. After inputting all details, click the "Test" button to see if any errors populate. After running a successful test, click Save.
5. On the Ticketing overview page within Settings, you will see the Jira integration. 

Using the Integration

The Jira integration supports creating a ticket in Jira from ContraForce or linking an existing Jira ticket to an incident in ContraForce. To link or create a ticket, open an incident in the expanded incident view. On the right side of the screen you will see a Ticketing tab. 

Selecting the Create Ticket will pre-populate the fields with incident details. Link ticket allows you to associate an existing ticket with the incident object. In both scenarios, the user can pick the project to associate the ticket to. 

After a ticket has been associated it can be edited or removed by clicking the 3 vertical dots. 

Closing an Incident and a Ticket

After a ticket has been associated to an incident in ContraForce, closing the incident will also close the associated ticket.