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Overview

What does the integration offer?

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  • When a case is created in Magentrix Customer Portal, an alert is created in Jira Service Management.

  • When a case is closed in Magentrix Customer Portal, the alert is closed in Jira Service Management.

  • When the case status of the case is changed to “Active” in Magentrix Customer Portal, the alert is acknowledged in Jira Service Management.

  • When an alert is created in Jira Service Management, a case is created in Magentrix Customer Portal.

Set up the integration

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

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Info

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team only.

To add a Magentrix integration in Jira Service Management:

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  1. For Magentrix Subdomain, enter the subdomain of your Magentrix instance.
    For example, if your Magentrix URL is https://test.magentrixcloud.com, enter “test” into the field.

  2. For Magentrix Username, enter your Magentrix username.

  3. For Magentrix Password, enter your Magentrix user password.

Map alert actions

You can define action mappings between Jira Service Management actions and Magentrix actions. You can also do the mappings for when the source of the alert is not Magentrix (that is, when the alert is created by another integration). You can choose select from a list of Jira Service Management actions for the mapping.

Note

If the case type is not specified, its value is set to "Problem" by default.

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To use the custom fields in Jira Service Management alerts, customize the Magentrix trigger. In a trigger, there are 10 editable custom fields. These fields are defined but not initialized. You can send customized custom fields in the payload by completing the following steps:

  • Select custom fields by doing Magentrix initializationsinitialization.
    The custom fields are already added to the payload. When you initialize fields, they will be are sent to Jira Service Management.

  • If you need to To add custom fields to Jira Service Management alert, expand the Incoming section and add alert rules as needed.

Sample payload sent from Magentrix

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titleSample payload sent from Magentrix

(in JSON format)

Code Block
{
"caseId": "5002600000DHQfbACH",
"caseDescription": "Sample case description",
"severity": "S3 - Medium",
"caseNumber": "00314044",
"description": "Sample description",
"priority": "Medium",
"subject": "[OpsGenieJSM] Sample message",
"caseType": "Problem",
"ownerEmail": "sampleemail@sample.com",
"caseStatus": "New",
"accountName": "Sample Account",
"assetName": "Sample Asset",
"isEscalated": "TRUE",
"escalatedBy": "0032600000dQcsPAAS",
"customField1": "Sample Custom Field",
"customField2": "Sample Custom Field",
"customField3": "Sample Custom Field",
"customField4": "Sample Custom Field",
"customField5": "Sample Custom Field",
"customField6": "Sample Custom Field",
"customField7": "Sample Custom Field",
"customField8": "Sample Custom Field",
"customField9": "Sample Custom Field",
"customField10": "Sample Custom Field"
}

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