Page Comparison

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Jira Service Management to Kayako

• If Send Alert Updates Back alert updates back to Kayako is selected, actions for Kayako are run in Kayako when the chosen action is executed in Jira Service Management for alerts that are created by the Kayako.

• If Create Kayako conversations for Opsgenie AlertsJira Service Management alerts is selected, actions for Kayako are run in Kayako when the chosen action is executed in Jira Service Management for alerts that have a source other than the Kayako integration. This action mapping feature is explained in detail in the Action Mapping Feature section on this pageLearn more about mapping alert actions.

Set up the integration

Kayako is a bidirectional integration. Setting it up involves the following steps:

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• Jira Service Management allows you to define action mappings between Jira Service Management actions and Kayako actions.

• To use the Action Mappings feature, provide the following information in the integration:

• Kayako Email: The e-mail address used to log in to Kayako.

• Kayako Password: The password used to log in to Kayako.

• Kayako Subdomain: The subdomain used to visit the Kayako page. The subdomain must be "john", if the Kayako page URL is: https://john.kayako.com

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• Use this section to map Jira Service Management actions to Kayako actions when the source of the alert is Kayako (that is when the alert is created by Kayako)

• Map different Jira Service Management actions to different Kayako actions. For example, add notes to a Kayako conversation when the alert is acknowledged. To do this, define If alert is acknowledged in OpsgenieJira Service Management, add note in Kayako. mapping in the Send Alert Updates Back alert updates back to Kayako section.

For other Jira Service Management alerts

• Use this section to map Jira Service Management actions to Kayako actions when the source of the alert is NOT Kayako (that is when the alert is created by another integration)

• For this purpose, use the Create Kayako Cases cases for Jira Service Management Alerts section. In order to use this functionality, map one Jira Service Management action to the create a conversation Kayako action. The Jira Service Management action doesn't have to be alert is created, it can be other actions as well.

• A tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field is provided to enter for which tags or for which custom action this mapping works.

• Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty for the mapping to work for any tag.

• If a custom action mapping is selected, specify the name of the custom action that the mapping works. It cannot be left empty.

• If an a Jira Service Management action is mapped to multiple Kayako actions, an error occurs except for the a A tag is added to the alert and a custom action is executed on alert actions. Save multiple mappings for these actions, because they differ by the given tags and the given custom action names.

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{
  "Case ID": "9",
  "Subject": "subject",
  "Team": "General",
  "Assignee": "testUser",
  "Requester": "testUser",
  "Priority": "",
  "Type": "",
  "Status": "New",
  "Tags": "",
  "Brand": "OpsGenieJira",
  "Form": "Default",
  "Custom fields": [],
  "Source channel": "MAIL",
  "Last replier": "testUser",
  "Rating status": "UNOFFERED"
}

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