Configuring SailPoint for Atlassian Data Center Jira Service Management

In SailPoint, configure the following items for your Atlassian Data Center Jira Service Management Integration Module:

• Ticket Creation
  • Create Ticket Advanced Properties
• Status Mapping
  • Status Mapping Advanced Properties
• Requester Source

On the Summary panel you can review the general settings and parameters for the connectivity and authentication.

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.

The contents of a service request, incident, or change request define the components of the SailPoint 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 Service Desk Id in the 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 Description, 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 Summary, 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 enter the relevant details for the new field. The field types 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 in the request to the Atlassian Data Center Jira Service Management system, add the custom_attr field using the Single Value type. The corresponding value can be either static or dynamic. For the dynamic value, use the Velocity Template Expression.

Create Ticket Advanced Properties

Select View Advanced Properties to add other details of the ticket.

1. Enter the Resource used for the request ticket. This is the ticket creation REST endpoint. Do not provide the base URL in the value. The base URL is appended to this endpoint value. Enter only the remaining endpoint URL. For example, /rest/servicedeskapi/request.
2. Enter the Response Element for the request ticket. This value is the JSON path expression that provides information about where to find a ticket number. For example, $.issueKey.
3. Select Save.

Status Mapping

You can map the status of the service request to the corresponding status of activity on the Atlassian Data Center Jira Service Management system. Select Add Status to add another row for status mapping.

For SailPoint, the status types are:

• Committed
• Queued
• Failed

For the Atlassian Data Center Jira Service Management managed system, the types of status are dependent upon request type.

Status Mapping for Service Request

Status Mapping for Incident

Status Mapping for Change Request

Check Status Interval

You can add and delete a status as per your organizational needs. The Atlassian Data Center Jira Service Management Integration Module checks the status on tickets at regular intervals. The status must have at least one committed value. For more information on status check configuration, refer to the SailPoint Developer Portal:

• Getting the time check configuration of queued tickets
• Updating the time check configuration of queued tickets

Status Mapping Advanced Properties

Select View Advanced Properties to add other details of the status mapping.

1. Enter the Resource used for the status mapping. For example, /rest/servicedeskapi/request/$ticketId.
2. Enter the Response Element for the status mapping. This value is the JSON path expression that has information on the service request status. For example, $.currentStatus.status.
3. Select Save.

Customize Ticket Fields

You can customize the ticket fields based on your requirements. You can set up a Before Provisioning rule to generate ticket fields.

Create a new rule with a distinct name that is different from the default rule name (Sample Before Provisioning Rule for SDIM). You can set this new rule for the integration using API.

For more information, refer to Service Desk Integration Update - PATCH API.

Requester Source

1. In the Requester Source field, enter the source name through which the Atlassian Data Center Jira Service Management system's users are aggregated.
2. Select Save.

Documentation Feedback

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