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Overview

What does the integration offer?

Use the ManageEngine Integration to forward ServiceDesk plus requests to Jira Service Management. Jira Service Management determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, iOS & Android push notifications, and escalates alerts until they are acknowledged or closed.

How does the integration work?

When a request is captured in ManageEngine ServiceDesk Plus, an alert is created in Jira Service Management. When a request is edited with a closed status, the same alert is closed on Jira Service Management.

Set up the integration

Add ManageEngine ServiceDesk Plus integration

Info

You can add this integration from your team dashboard

If you're using Opsgenie's Free or Essentials plan, or if you’re using Opsgenie with Jira Service Management's Standard plan, you can only add this integration from your team dashboard as the Integrations page under Settings is not available in your plan.

Adding the integration from your team dashboard will make your team the owner of the integration. This means Opsgenie will assign the alerts received through this integration to your team only.

To do that,

Go to your team’s dashboard from Teams,
Select Integrations, and select Add integration.

Follow the rest of the steps to complete the integration.

To add a ManageEngine integration in Jira Service Management:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “ManageEngine”.
On the next screen, enter aname for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the integration URL which includes Jira Service Management endpoint as well as the API key.
You will use this URL while configuring the integration in ManageEngine later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configure the integration in ManageEngine

In ManageEngine ServiceDesk navigation at the top, select the Gear icon.
Select Automations > Custom Actions > Web Hooks > New Webhook.
Copy this URL <text_field> and paste it into the URL field.
Select “POST” for the Method field.
Select “JSON” for “type” in your message body.
Copy this payload and paste it into the message body.
Select Save.
Select Triggers.
Create a trigger.
Select Custom Actions > Webhook.
Select your webhook and save the changes.

You can configure alert properties on the ManageEngine Integration page.

All set! Now manage ManageEngine alerts in Jira Service Management and use its full alerting functionality.

Sample Webhook Message from ManageEngine ServiceDesk Plus

JSON

Code Block

{
  "id": "64103000000098059",
  "requester": "{'email_id':'randomperson@hotmail.com','sms_mail':null,'phone':null,'name':'Metehan Yıldırım','id':'64103000000090186','photo_url':'https://contacts.zoho.com/file?exp=10&ID=671724284&t=user&height=60&width=60','department':null}",
  "category": "{'name':'General','id':'64103000000006685'}",
  "subcategory": "{'name':'Firewall','id':'64103000000006741'}",
  "technician": "{'email_id':'randommail@hotmail.com','cost_per_hour':'0','name':'Metehan Yıldırım','contact_info_id':'64103000000090184','id':'64103000000090186','zuid':'671724284'}",
  "subject": "asdsadsad",
  "priority": "{'color':'#ff0000','name':'High','id':'64103000000006805'}",
  "mode": "{'name':'Phone Call','id':'64103000000006669'}",
  "urgency": "{'name':'High','id':'64103000000007919'}",
  "status": "{'in_progress':false,'internal_name':'Resolved','color':'#00ff66','name':'Resolved','id':'64103000000006663'}",
  "is_escalated": "false",
  "notification_status": "",
  "resolved_time": "Jul 26, 2018 03:42 PM",
  "requester_ack_comments": "",
  "request_type": "{'name':'Incident','id':'64103000000008391'}",
  "responded_time": "",
  "requester_ack_resolution": "",
  "created_time": "Jul 26, 2018 03:42 PM",
  "created_by": "{'email_id':'metehannyildirim@hotmail.com','sms_mail':null,'phone':null,'name':'Metehan Yıldırım','id':'64103000000090186','photo_url':'https://contacts.zoho.com/file?exp=10&ID=671724284&t=user&height=60&width=60','department':null}",
  "completed_time": "",
  "template": "{'name':'Default Request','id':'64103000000006655'}",
  "approval_status": "",
  "scheduled_time": "",
  "service_category": "{'name':'Corporate Website','id':'64103000000007945'}",
  "site": "{'name':'asdasd','id':'64103000000099093'}",
  "deleted_time": "",
  "display_id": "6",
  "due_by_time": "Jul 30, 2018 11:37 AM",
  "group": "{'site':null,'name':'Hardware Problems','id':'64103000000006679'}",
  "has_notes": "false",
  "impact":"{'name':'Affects Department','id':'64103000000008039'}",
  "impact_details":"asdasdasdasd",
  "subcategory":"{'name':'Microsoft .Net Framework','id':'64103000000006727'}"
}

Jira Service Management parses this payload as follows: