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titleInstructions for new versions for Freshservice

  1. From Admin > Workflow Automator, click select New Automator and select Ticket.

  2. Add a new event and set the following rules:

    1. "Status Is Changed" From "Closed" To "Any Status" (

    For

    1. for notifications on reopened tickets

    ' notifications

    1. )

    2. "Status Is Changed" From "Any Status" To "Close" (

    For closed ticket's notifications

    1. for notifications on closed tickets)

    2. "Status Is Changed" From "Resolved" To "Any Status" (

    For

    1. for notifications on reopened tickets

    ' notifications

    1. )

    2. "Status Is Changed" From "Any Status" To "Resolved" (

    For resolved ticket's notifications

    1. for notifications on resolved tickets)

  3. Add an Action for the event and choose select Trigger Webhook.

  4. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

  5. Set Select "POST" as for the request type, Encoding "JSON" for encoding, and content "Simple" for content.

  6. Enable Select all the other fields in the content fieldsection.

  7. Select Done.

  8. Select Activate.

  9. Add another event and set the following rule: "Note is Added" Type of type "Public" (For Public note notificationsfor notifications on public notes)

10. Add an Action for the event and choose select Trigger Webhook.

11. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

12. Set Select "POST" as for the request type, Encoding "JSON" for encoding, and content "AdvancedSimple" for content.

13. Paste the JSON from here.

14. Click Select Done.

15. Select Activate.

16. Add another event and set the following rule: "Note is Added" Type of type "Private" (For Private note notificationsfor notifications on private note)

17. Add an Action for the event and choose select Trigger Webhook.

18. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

19. Select "POST" for the request type, "JSON" for encoding, and "Simple" for content.

20. Paste the JSON from here.

21. Select Done.

22. Select Activate.

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titleInstructions for older versions of Freshservice UI

A Dispatch'r rule is needed to send Webhook notifications for new tickets and an Observer rule to send notifications on ticket actions (such as add note, close, reopen, and so on).

Add Dispatch'r rule

  1. On the Admin > Dispatch'r Rule screen, select Add rule.

  2. Enter "JSM Create Alert" for the name.

  3. In the actions section, select "Trigger Webhook" from dropdown.

  4. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

  5. Select "POST" for the request type, "JSON" for encoding, and "Simple" for content.

  6. Select all the other fields in the content section.

  7. Select Save.

Add Observer rule

  1. On the Admin > Observer Rule screen, select Add rule.

  2. Enter “Jira Service Management Add Note Or Close Or Re-open" for the name.

  3. In the When Any of these events occur section, add the following conditions in the given order:

    1. "Status Is Changed" From "Closed" To "Any Status" (For for notifications on reopened tickets' notifications)

    2. "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notificationsfor notifications on closed tickets)

    3. "Status Is Changed" From "Resolved" To "Any Status" (For for notifications on reopened tickets' notifications)

    4. "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notificationsfor notifications on resolved tickets)

    5. "Note is Added" Type of type "Any" (for private and public note notifications)

  4. In the perform these actions section, select "Trigger Webhook" from the dropdown.

  5. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

  6. Select "POST" for the request type, "JSON" for encoding, and "Simple" for content.

  7. Select all the other fields in the content section.

  8. Select Save.

Map alert actions

Define mappings between Jira Service Management actions and Freshservice actions.

For alerts created by Freshservice

...

In the Send alert updates back to Freshservice section, map Jira Service Management actions to Freshservice actions when the source of the alert is Freshservice (

...

the alert is created by

...

the integration

...

itself). For example, you can add a public comment to Freshservice ticket, when the alert is acknowledged.

...

To do this,

...

define If alert is acknowledged in Jira Service Management,

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a public comment to the ticket in Freshservice.

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For the other Jira Service Management alerts

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In the Create Freshservice tickets for Jira Service Management alert section, map Jira Service Management actions to Freshservice actions when the source of the alert

...

is NOT Freshservice (the source of alert is some other integration).

  • Map one Jira Service Management action to create an issue Freshservice a ticket in Freshservice action. The Jira Service Management action doesn't does not have to be alert is created, it can be other actions as well; you can select from a list of Jira Service Management actions for this mapping. However, this rule won’t work if you’re using SSO while logging to log in to FreshdeskFreshservice.

  • The actions a tag is added to the alert and a custom action is executed on alert actions slightly differ from other the rest of the actions. When you select one of these actionseither, you 'll will see an extra field to enter specify for which tags tag or for which custom action this mapping will should work.

  • You can enter multiple tags by separating the tags with a commacomma-separated tags. If you enter multiple tags, the mapping will work if the alert has one or more of the specified tags. You can also leave Leave the tags field empty , if you would like want the mapping to work for any tag.

  • If you map an a 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.

...