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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 run 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 run 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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Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “Kayako”.
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.
You will use this URL while configuring the integration in Kayako later.Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.
Map alert actions
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You can define mappings between Jira Service Management actions and Kayako actions
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To use the Action Mappings feature, provide the following information in the integration:
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Kayako Email: The e-mail address used to log in to Kayako.
(also when the source of the alert is Kayako), which requires additional authentication for your Kayako account.
Select Edit on the configuration page to edit the integration.
Under the Authenticate for sending alert updates to Kayako section, select Authenticate with a Kayako account checkbox.
Enter values for the following:
Kayako Password: The password used to log in to Kayako
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Kayako Subdomain: The subdomain used to visit the Kayako page.
Kayako Email: The email address used to log in to Kayako
The subdomain must be "john"
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if the URL of the Kayako page
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Select Save.
For alerts created by Kayako
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Map Jira Service Management actions to Kayako actions when the source of the alert is Kayako (
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when the alert is created by Kayako)
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in the Send alert updates back to Kayako section. For example, add notes to a Kayako conversation when the alert is acknowledged. To do this, define If alert is acknowledged in
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Jira Service Management, add note in Kayako.
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For other Jira Service Management alerts
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Map Jira Service Management actions to Kayako actions when the source of the alert
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is NOT Kayako (
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when the alert is created by another integration)
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in the Create Kayako
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cases for Jira Service Management Alerts
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section.
Map one Jira Service Management action to the 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 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 either action 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 for which the mapping works. It cannot can't 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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