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When a new ticket is created in SolarWinds Web Help Desk, an alert is automatically created in Jira Service Management through the integration.
Notes can be added to tickets in SolarWinds Web Help Desk via Jira Service Management.
When alerts are acknowledged or closed in Jira Service Management, the status of the ticket can be updated in SolarWinds Web Help Desk.
Set up the integration
SolarWinds Web Help Desk is a bidirectional integration. Setting it up involves the following steps:
Add a SolarWinds Web Help Desk integration in Jira Service Management
Configure the integration in SolarWinds Web Help Desk
Add SolarWinds Web Help Desk integration
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If you're using the Free or Standard plan in Jira Service Management. To access the feature through 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. |
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In SolarWinds Web Help Desk, go to the Clients tab.
Select New Client to add a new client.
Paste the email you copied while adding the integration in Jira Service Management into E-Mail.
Fill in the other required fields.
Save the client.
You should be able to see the client from the Clients tab.In the Basic Search tab, enter the client's First Name and select Search.
When creating a ticket, add this new client to the ticket. You can do this in two ways:
While creating a ticket, search for the Jira Service Management client on the Client Info tab. Select one.
When saving the ticket in the Ticket Details tab, add the Jira Service Management client to Recipients. Make sure you select the Client check box.
Sending alert actions to SolarWinds Web Help Desk
This step is optional.
To send alert updates back to the SolarWinds Web Help Desk ticket, complete the following steps.
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Run the following command to check the status type:
The status id for Closed should be 3 and the status id for Accepted should be 6. |
Configure Jira Service Management to update SolarWinds Web Help Desk integration
This is an optional step.
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Download the latest version of JEC for the SolarWinds package , go to from the jec-scripts repository.
Install the package.
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