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Integrating SailPoint with Atlassian Data Center Jira Service Management

Integration

This is an integration and requires additional licensing or subscriptions to utilize it. For more information, contact your customer success manager.

Atlassian Data Center Jira Service Management is a software platform that supports IT service management and automates common business processes for requesting and fulfilling service requests across a business enterprise.

The new service desk functionality provides an easy way to:

  • See a list of integrations
  • View summaries of the integrations
  • Create new integrations
  • Edit/Update existing integrations
  • Delete integrations

This guide describes how to configure a Service Desk Integration Module. It converts SailPoint provisioning actions into tickets in Atlassian Data Center Jira Service Management system.

Note

  • You must have an active SailPoint Atlassian Data Center Jira license to use this integration. Contact your Customer Success Manager (CSM) for more information.
  • The Atlassian Data Center Jira Service Management Integration supports only the Service Request, Change Request, and Incident ticket types.
  • All activity on the Service Desk source appears as events in Search and on the Activity tab of an identity. For more information, refer to Using Search - Events.

Note

To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.

Supported Features

  • Creation of tickets for manual provisioning operations and status check.
  • Synchronization of ticket status between the Atlassian Data Center Jira Service Management Integration Module and Atlassian Data Center Jira Service Management system.
  • Retry Mechanism for check ticket status failure.
  • Populating comments on the Access Request page as a part of Access Provisioning.

Prerequisites

Important

For Service Desk Integration Module to function properly, ensure that the feature flag GOV_DISABLE_PLAN_INITIALIZER is set to true for your organization. For more information, reach out to Professional Services/Expert Services.

Required Permissions

The minimum project role and application access required for a user to create and get the status of a ticket using an IT service management type project are as follows:

  • Add Service Desk Team as a Project role to an Agent

System Requirements

The connector supports the following managed systems:

  • Atlassian Data Center Jira Service Management version 10.3.1

  • Atlassian Data Center Jira Service Management version 5.15.0

  • The virtual appliance must be able to connect to the ITSM system when using a VA-based connection type, typically using outbound access for port 443 (HTTPS).

    Note

    This requirement doesn't apply to SaaS connections.

Best Practices

Before you start the configuration process, you should make decisions about the following components of this integration:

  • Identify - Find the Atlassian Data Center Jira Service Management system and the resources that will be used in the connection. Use the Name and Description fields in General Settings to clearly identify the specific Atlassian Data Center Jira Service Management system and the sources used in the connection.
  • Atlassian Data Center Jira Service Management Details - You can create an integration for each Atlassian Data Center Jira Service Management system your company uses. If the integration meets the prerequisites, you need to identify the URL for each instance you want to integrate with. You also need to identify the administrator details and the applicable authentication requirements.

  • Sources - For each source you want to integrate with an Atlassian Data Center Jira Service Management system, verify that it is configured for provisioning. For more information, refer to Prerequisites.

    Tip

    Edit the Description field for these sources to indicate they are used in the Atlassian Data Center Jira Service Management Integration Module.

  • Atlassian Data Center Jira Service Management Statuses - Make a list of each possible status in the Atlassian Data Center Jira Service Management system that you want to map to a status in SailPoint. This will help you track tickets as they're worked. Most importantly, SailPoint uses this mapping to determine when a ticket is closed in the Atlassian Data Center Jira Service Management system so that the related provisioning task is also treated as complete. For more information about mapping statuses, refer to Status Mapping.

  • Requests - Identify each type of provisioning action in SailPoint that you want to create a ticket for in the Atlassian Data Center Jira Service Management system, along with the information from those actions that should be included in the related Atlassian Data Center Jira Service Management system ticket. For more information, refer to Ticket Creation.

Documentation Feedback

Feedback is provided as an informational resource only and does not form part of SailPoint’s official product documentation. SailPoint does not warrant or make any guarantees about the feedback (including without limitation as to its accuracy, relevance, or reliability). All feedback is subject to the terms set forth at https://developer.sailpoint.com/discuss/tos.