Configuring IdentityIQ to Integrate with Atlassian Cloud Jira Service Management

This section provides the required information for configuring IdentityIQ to integrate with Atlassian Cloud Jira Service Management.

This is intended as an introduction to the configuration required to integrate IdentityIQ with Atlassian Cloud Jira Service Management. It outlines some examples that must be used as reference points for implementation. Some changes may be required to meet specific use cases, and expertise around both systems are a must for successful implementations.

SailPoint provides a default Atlassian Cloud Jira Service Management configuration. This configuration implements the integration between IdentityIQ and the Atlassian Cloud Jira Service Management to fulfill (fulfillment of the ticket is done manually) creation of tickets based on IdentityIQ access certification remediation events.

The default configuration is located in the following directory, where iiqHome is the location where IdentityIQ was installed:

iiqHome/WEB-INF/config/connector/IdentityIQforAtlassianCloudJiraServiceDesk.xml

Note
Once the following configuration information is populated you must import the IdentityIQforAtlassianCloudJiraServiceDesk.xml file. This will create an application.

The configuration must include the following entries:

Applicable if the authenticationType is selected as Basic

Applicable if the authenticationType is selected as OAuth2

Application Configuration XML will have all configurations for a Service Request, Incident, and Change Module. Depending on the type of selection for ticketType, the respective configurations are executed by the connector for the request processing.

Each module will have provision and checkStatus entries as mentioned below:

Provision

Entries	Description
resource	Ticket creation rest endpoint. Do not provide the base url in the value, as it will be appended to this endpoint value. Provide only the remaining endpoint URL for Atlassian Cloud Jira Service. For example, `/rest/servicedeskapi/request`
responseElement*	The value is the JSON path expression that provides information about where to find the ticket number in the response from the rest endpoint. For example, `issueKey`
request*	The map that represents the request payload, which has the velocity template expression and velocity variables that will be dynamically updated by integration before making the rest call.
serviceDeskId*	The ID of the Service Desk in Jira Service Desk. To obtain the Service Desk Id, execute the following request from POSTMAN with valid credentials: https://demo.atlassian.net/rest/servicedeskapi/servicedesk Use the id field from the response and add it in the application xml.
requestTypeId*	The ID for each request type. For example, Service Request: 10002 Incident: 10004 Change Request: 10003 To obtain the requestTypeId, execute the following request from POSTMAN with valid credentials: https://demo.atlassian.net/rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype Use the value of the id which is obtained from the response. Ensure that the requestTypeId belongs to the same project that will be used. Verify the serviceDeskId for the same.
raiseOnBehalfOf*	The value represents the name of the reporter.
requestFieldValues*	The map of request filed values containing the description and summary.
description*	The main body of the request in Jira Service Desk, which includes the details about the request.
summary*	The Title / Summary of the request in Jira Service Desk.
Customfield only used for changeRequest	To obtain the value for customfield in the change request, use the following REST API: GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field If the customfield is not mandatory for the changeRequest in your project, then delete the entry key from `IdentityIQForAtlassianCloudJiraServiceDesk.xml` and generate the ticket: Copy `<entry key="customfield_10033"> <value> <Map> <entry key="value" value="Normal" /> </Map> </value> </entry>`

Check Status

Entries	Description
resource	Ticket creation rest endpoint. Do not provide the base URL in the value as it will be appended to this endpoint value. Provide only the remaining endpoint URL for Atlassian Cloud Jira Service Management. For example, /rest/servicedeskapi/request/$ticketId
responseElement*	The value is the JSON path expression that provides information about where to find the ticket number in the response from the rest endpoint. For example, currentStatus.status
statusMap	The map that relates the Ticket System status to the IdentityIQ status.

If any changes are required in the mapping, change the default value/key values in the statusMap as mentioned in the following tables:

statusMap for Service Request

Entry key (Atlassian Cloud Jira Service)	Value (IdentityIQ)
Completed	Committed
Canceled	Failed
Blocked	Queued
Waiting for support	Queued
Waiting for customer	Queued
Escalated	Queued
In Progress	Queued
Pending	Queued
Closed	Committed
Resolved	Committed

statusMap for Incident

Entry key (Atlassian Cloud Jira Service)	Values (IdentityIQ)
Resolved	Committed
Closed	Committed
Canceled	Failed
Work In Progress	Queued
Open	Queued
Blocked	Queued
Pending	Queued
Completed	Committed

statusMap for Change Request

Entry key (Atlassian Cloud Jira Service)	Value (IdentityIQ)
Completed	Committed
Blocked	Queued
Planning	Queued
Review	Queued
Implementing	Queued
Waiting for support	Queued
Triage	Queued
Canceled	Failed
Declined	Failed
Peer review/change manager approval	Queued
Resolved	Committed
Closed	Committed
Pending	Queued
Awaiting CAB approval	Queued
Awaiting Implementation	Queued

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