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Use the Freshservice Integration to forward Freshservice alerts to Jira Service Management. Jira Service Management determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

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When a new ticket is created in Freshservice, an alert is also automatically created in Jira Service Management automatically through the integration.
When the status of a triggered event is changed from 2 or 3 to 4 or 5, Jira Service Management automatically closes the alert.

If Send alert updates back to Freshservice is selected, actions for Freshservice are run in Freshservice when a chosen action is run in Jira Service Management for alerts

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created by the Freshservice integration.

If Create Freshservice tickets for Jira Service Management alert is selected, actions for Freshservice are run in Freshservice when a chosen action is run in Jira Service Management for alerts

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with a different source than the integration itself.

For details on action mapping, see https://operations-help.atlassian.net/wiki/spaces/OPSHELP/pages/4259939/Integrate+with+Freshservice#Map-alert-actions.

Set up the integration

Freshservice 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 Freshservice integration in Jira Service Management:

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title	Instructions for new versions for Freshservice

From Admin > Workflow Automator, click select New Automator and select Ticket.
Add a new event and set the following rules:
1. "Status Is Changed" From "Closed" To "Any Status" (
For
1. for notifications on reopened tickets
' notifications
1. )
2. "Status Is Changed" From "Any Status" To "Close" (
For closed ticket's notifications
1. for notifications on closed tickets)
2. "Status Is Changed" From "Resolved" To "Any Status" (
For
1. for notifications on reopened tickets
' notifications
1. )
2. "Status Is Changed" From "Any Status" To "Resolved" (
For resolved ticket's notifications
1. for notifications on resolved tickets)
Add an Action for the event and choose select Trigger Webhook.
Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.
Set Select "POST" as for the request type, Encoding "JSON" for encoding, and content "Simple" for content.
Enable Select all the other fields in the content fieldsection.
Select Done.
Select Activate.
Add another event and set the following rule: "Note is Added" Type of type "Public" (For Public note notificationsfor notifications on public notes)

10. Add an Action for the event and choose select Trigger Webhook.

11. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

12. Set Select "POST" as for the request type, Encoding "JSON" for encoding, and content "AdvancedSimple" for content.

13. Paste the JSON from here.

14. Click Select Done.

15. Select Activate.

16. Add another event and set the following rule: "Note is Added" Type of type "Private" (For Private note notifications)for notifications on private note).

17. Add an Action for the event and choose select Trigger Webhook.

18. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

19. Set Select "POST" as for the request type, Encoding "JSON" for encoding, and content "AdvancedSimple" for content.

20. Paste the JSON from here.

21. Select Done.

22. Select Activate.

Expand

title	Instructions for older versions of Freshservice UI

A Dispatch'r rule is needed to send Webhook notifications for new tickets, and an Observer rule to send notifications on ticket actions (such as add note, close, reopen, and so on).

Add Dispatch'r rule

On the Admin > Dispatch'r Rule screen, select Add rule.
Enter "JSM Create Alert" for the name.
In the actions section, select "Trigger Webhook" from dropdown.
Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.
Set Select "POST" for the request type, "JSON" for encoding, and "Simple" for content.
Select all the other fields in the content section.
Select Save.

Add Observer rule

On the Admin > Observer Rule screen, select Add rule.
Enter “Jira Service Management Add Note Or Close Or Re-open" for the name.
In the When Any of these events occur section, add the following conditions in the given order:
1. "Status Is Changed" From "Closed" To "Any Status" (For for notifications on reopened tickets' notifications)
2. "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notificationsfor notifications on closed tickets)
3. "Status Is Changed" From "Resolved" To "Any Status" (For for notifications on reopened tickets' notifications)
4. "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notificationsfor notifications on resolved tickets)
5. "Note is Added" Type of type "Any" (for private and public note notifications)
In the perform these actions section, select "Trigger Webhook" from the dropdown.
Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.
Select "POST" for the request type, "JSON" for encoding, and "Simple" for content.
Select all the other fields in the content section.
Select Save.

Map alert actions

Define mappings between Jira Service Management actions and Freshservice actions.

For alerts created by Freshservice

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In the Send alert updates back to Freshservice section, map Jira Service Management actions to Freshservice actions when the alert source

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is Freshservice (

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the alert is created by

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the integration

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itself). For example, you can add a public comment to the Freshservice ticket

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when the alert is acknowledged.

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To do this,

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define If alert is acknowledged in Jira Service Management,

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a public comment to the ticket in Freshservice.

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For the other Jira Service Management alerts

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In the Create Freshservice tickets for Jira Service Management alerts section, map Jira Service Management actions to Freshservice actions when the

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alert source is NOT Freshservice (the alert source is

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some other integration).

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Map one Jira Service Management action to create an issue Freshservice a ticket in Freshservice action. The Jira Service Management action doesn't does not have to be alert is created, it can be other actions as well; you can select from a list of Jira Service Management actions for this mapping. However, this rule won’t work if you’re using SSO while logging you use SSO to log in to FreshdeskFreshservice.
The actions a tag is added to the alert and a custom action is executed on alert actions slightly differ from other the rest of the actions. When you select one of these actionseither, you 'll will see an extra field to enter specify for which tags tag or for which custom action this mapping will should work.
You can enter multiple tags by separating the tags with a commacomma-separated tags. If you enter multiple tags, the mapping will work if the alert has one or more of the specified tags. You can also leave Leave the tags field empty , if you would like want the mapping to work for any tag.
If you map an a Jira Service Management action to multiple Freshservice actions, you will get an error except for the a tag is added to the alert and a custom action is executed on alert actions. You can save multiple mappings for these actions , because they will differ by the given tags and the given custom action names.

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title	Sample payload (in JSON format)

Code Block

{
  "freshdesk_webhook": {
    "ticket_id": "INC-3",
    "ticket_subject": "trial",
    "ticket_description": "Test ticket",
    "ticket_url": "https://opsgeniejsm.freshservice.com/helpdesk/tickets/3",
    "ticket_public_url": "https://opsgeniejsm.freshservice.com/public/tickets/cfc13eb4a143ef632d219870a11ee6cd",
    "ticket_portal_url": "https://opsgeniejsm.freshservice.com/support/tickets/3",
    "ticket_due_by_time": "Thu, 27 Aug, 2015 at 3:36 PM GMT +0300",
    "ticket_tags": "tag1, tag",
    "ticket_latest_public_comment": null,
    "ticket_group_name": "grp1",
    "ticket_agent_name": "agent1",
    "ticket_agent_email": "agent1@asd.com",
    "ticket_satisfaction_survey": "asd",
    "ticket_department_name": "Customer Support",
    "approval_url": null,
    "approval_portal_url": null,
    "ticket_status": "Open",
    "ticket_priority": "Low",
    "ticket_source": "Phone",
    "ticket_type": "Incident",
    "ticket_requester_name": "Tuba Ozturk",
    "ticket_requester_firstname": "Tuba",
    "ticket_requester_lastname": "Ozturk",
    "ticket_requester_email": "tubaozturk92@gmail.com",
    "ticket_requester_phone": "1234",
    "ticket_requester_address": "",
    "helpdesk_name": "opsgeniejsm",
    "triggered_event": "{ticket_action:created}"
  }
}

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title	Parsed payload (in JSON format)

Code Block

{
    "ticket_id" : "2",
    "subject" : "test subject",
    "description" : "test deskripsiyon",
    "url" : "2",
    "portal_url" : "https://opsgeniejsm.freshdesk.com/support/tickets/2",
    "due_by_time" : "March 23 2016 at 10:06 AM",
    "tags" : [
        "tag1", "tag2"
    ],
    "latest_public_comment" : "pablik",
    "group_name" : "Product Management",
    "agent_name" : "eycint",
    "agent_email" : "agent1@asd.com",
    "satisfaction_survey" : "test data",
    "status" : "Open",
    "priority" : "Medium",
    "source" : "Phone",
    "ticket_type" : "Incident",
    "requester_name" : "halit okumus",
    "requester_first_name" : "halit",
    "requester_last_name" : "Incident",
    "requester_phone" : "1222",
    "requester_address" : "adres",
    "company_name" : "OpsGeniejsm",
    "company_description" : "compa desc",
    "company_note" : "compnot",
    "helpdesk_name" : "opsgeniejsm",
    "event_type" : "Create"
}

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Versions Compared

Old Version 3

New Version Current

Key

Set up the integration

Map alert actions

For alerts created by Freshservice

For the other Jira Service Management alerts