Ticket Creation

In a centralized approach spanning many users and resources to strengthen IT controls and provide proof of compliance to auditors and executive management, you can create a ticket for your integration, based on your requirement. A ticket has all relevant data filed for further processing.

Note
Atlassian Data Center Jira Service Desk Integration Module supports only Service Request, Incident, and Change Request.

The contents of a service request, incident, or change request define the components of the Identity Security Cloud provisioning task that are added to the Atlassian Data Center Jira Service Management system ticket. SailPoint recommends that you include the Apache Velocity variables as needed to meet your requirements.

  1. Enter the Raise On Behalf of for the ticket you are creating. The default value is:

    $!{plan.arguments.opened_by|'Default_Jira_Account_ID'}

    To modify Default_Jira_Account_ID do one of the following:

    • Replace the Default_Jira_Account_ID with the service account name for the Jira user from the Requester Source.

    • Replace the Default_Jira_Account_ID with a Jira user's account name that you want to use as the reporter's name for the ticket generated by this integration.

  2. Enter the ID of the Service Desk in Atlassian Data Center Jira Service Management system. To obtain the Service Desk ID, execute the following request from POSTMAN with valid credentials. Use the ID from response and enter it into the Service Desk Id field. If Jira is installed to run in a non-root context path (i.e. it has a context path), the URL also must include this context path.

    For example, if Jira is running at http://www.foobar.com/Jira then the URL must be GET http://www.foobar.com/Jira/rest/servicedeskapi/servicedesk.

  3. Enter the ID of each request type. For example, ServiceRequest:1, Incident:14, and ChangeRequest:15

    Ensure that the Request Type ID belongs to the same project that is used. To obtain the Request Type ID, execute the following request from POSTMAN with valid credentials. For example, if Jira is running at http://www.foobar.com/Jira the URL must be GET http://www.foobar.com/Jira/rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype

  4. Complete the following in the Request Field Values:

    1. In the Description field, enter the main body of the request in the Atlassian Data Center Jira Service Management system, that includes the details about the request.

    2. In the Summary field, enter the title or summary of the request in the Atlassian Data Center Jira Service Management system.

Add a Field

To add a field in ticket creation, select Add Field and add relevant details for that new field. The types of field are:

  • Single Value

  • Multi Valued

  • Grouped Key-Value Pair

For example, if you want to add a Single Value custom attribute such as custom_attr, add the custom_attr field using the Single Value type in the request to the Atlassian Data Center Jira Service Management system. The corresponding value can be either static or dynamic. For a dynamic value, use Velocity Template Expression.

Note
The ticket number generated on the Service Desk system for the corresponding provisioning action can be seen under Search > Account Activity details of the identity. For more information, refer to Account Activity Using Search.