Page Comparison

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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

ManageEngine is an API-based integration. Setting it up involves the following steps:

Add a ManageEngine

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integration

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in Jira Service Management
Configure the integration in ManageEngine

Add ManageEngine integration

Info

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 Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

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 only assigns 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 and 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 the 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 fieldPaste the API URL you copied while adding the integration in Jira Service Management into URL.
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 You can now manage ManageEngine alerts in Jira Service Management and use its full alerting functionality.

Sample Webhook Message from ManageEngine

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Expand

title	Sample Webhook message (in JSON format)

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'}"
}

Expand

title	Payload parsed by Jira Service Management

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(in JSON format)

Code Block

{
  "id": "64103000000098059",
  "technician_mail": "randommail@hotmail.com",
  "priority":"High",
  "subject":"Printer failure",
  "category_name":"General",
  "description":null,
  "department":null,
  "requester_email":"randomperson@hotmail.com",
  "mode_name":"Phone Call",
  "urgency_name":"High",
  "request_type_name":"Incident",
  "level":null,
  "group_name":"Hardware Problems",
  "notification_status":"",
  "status":"Resolved",
  "is_escalated":"false",
  "resolved_time":"Jul 26, 2018 03:42 PM",
  "requester_ack_comments":"",
  "responded_time":"",
  "requester_ack_resolution":"",
  "created_time": "Jul 26, 2018 03:42 PM",
  "completed_time": "",
  "template_name":"",
  "approval_status":"",
  "scheduled_time":"",
  "service_category_name":"Corporate Website",
  "site_name":"asdasd",
  "display_id":"6",
  "due_by_time":"Jul 30, 2018 11:37 AM",
  "has_notes": "false",
  "deleted_time":"",
  "impact_name":"Affects Department",
  "impact_details":"asdasdasdasd",
  "subcategory_name":"Microsoft .Net Framework"
}

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Versions Compared

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Key

Set up the integration

Add ManageEngine integration

Configure the integration in ManageEngine

Sample Webhook Message from ManageEngine

See also