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When a new ticket is created in Freshservice, an alert is also created in Jira Service Management automatically through the integration.
When the status of a triggered event is changed from 2 or 3 to 4 or 5, Jira Service Management automatically closes the alert.
If Send alert updates back to Freshservice is selected, actions for Freshservice are run in Freshservice when a chosen action is run in Jira Service Management for alerts that are created by the Freshservice integration.
If Create Freshservice Tickets for Opsgenie Alertstickets for Jira Service Management alert is selected, actions for Freshservice are run in Freshservice when a chosen action is run in Jira Service Management for alerts that have a different source other than the Freshservice integration itself.
For details on action mapping, see .
Set up the integration
Freshservice is a bidirectional integration. Setting it up involves the following steps:
Add a Freshservice integration
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in Jira Service Management
Map alert actions
Configure the integration in Freshservice
Add Freshservice integration
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If you're using Opsgenie's using the Free or Essentials plan, or if you’re using Opsgenie with Standard plan in 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 team’s operations page. To access the feature through Adding the an integration from your team dashboard will make team’s operations page makes your team the owner of the integration. This means Opsgenie will assign Jira Service Management assigns the alerts received through this integration to your team only. To do that,
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To add a Freshservice integration in Jira Service Management:
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Configure the integration in Freshservice
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10. Add an Action for the event and choose Trigger Webhook. 11. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL. 12. Set "POST" as request type, Encoding "JSON" and content "Advanced". 13. Paste the JSON from here. 14. Click Done. 15. Select Activate. 16. Add another event and set the following rule: "Note is Added" Type "Private" (For Private note notifications) 17. Add an Action for the event and choose Trigger Webhook.
19. Set "POST" as request type, Encoding "JSON" and content "Advanced". 20. Paste the JSON from here. 21. Select Done. 22. Select Activate. |
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Action Mapping
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Map alert actions
Define mappings between Jira Service Management actions and Freshservice actions.
For alerts created by Freshservice
You can use this section to map Jira Service Management actions to Freshservice actions when the source of the alert is Freshservice (i.e When the alert is created by Freshservice integration.)
You can map different Jira Service Management actions to different Freshservice actions. For example, you can add public comment to Freshservice ticket, when the alert is acknowledged. In order to do this, you should define If alert is acknowledged in Jira Service Management, add it as a public comment to ticket in Freshservice. mapping in Send Alert Updates Back to Freshservice section.
For other Jira Service Management alerts
You can use this section to map Jira Service Management actions to Freshservice actions when the source of the alert is NOT Freshservice (i.e When the alert is created by another integration.)
For this purpose, you can use Create Freshservice Tickets for Opsgenie Alertstickets for Jira Service Management alert section. To use this functionality, you need to map one Jira Service Management action to create an issue Freshservice action. The Jira Service Management action doesn't have to be alert is created, it can be other actions as well. However, this rule won’t work if you’re using SSO while logging in to Freshdesk.
a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When you select one of these actions, you'll see an extra field to enter for which tags or for which custom action this mapping will work.
You can enter multiple tags by separating the tags with a comma. If you enter multiple tags, the mapping will work if the alert has one or more of the specified tags. You can also leave the tags field empty, if you would like the mapping to work for any tag.
If you map an Jira Service Management action to multiple Freshservice actions, you will get an error except for the a tag is added to the alert and a custom action is executed on alert actions. You can save multiple mappings for these actions, because they will differ by the given tags and the given custom action names.
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