Connecting SailPoint and Atlassian Cloud Jira Service Management

The Atlassian Cloud Jira Service Management Service Desk Integration Module helps to perform effective and efficient service management for SailPoint services offered to the organization in the Atlassian Cloud Jira Service Management system. It enables customers to create and manage service requests, incidents, and change requests.

You can integrate a SailPoint source with the Atlassian Cloud Jira Service Management system for access requests and to monitor it.

To create an integration, on the Service Desk Integrations page, go to Admin > Connections > Service Desk, and select Create.

General Settings

The following are the steps to set up your Atlassian Cloud Jira Service Management integration:

1. Enter a unique Name for the integration that you are setting up.
2. Enter a unique Description for the integration. The description will help you identify the associated sources and tasks associated with an integration.

3. Select Atlassian Cloud Jira Service Management for the Integration Type.

4. Select the Ticket Type.

5. Select the Connection Type:

   • VA-Based Connection Type - Select the VA-Based connection type if you want to use a Virtual Appliance Cluster.
   • SaaS Connection Type - Select the SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

   Notes

   • SaaS Connection types don't support Credential Providers.
   • Once you create an integration, you cannot edit the connection type.

6. (Optional) If Credential Providers are supported for this integration, you can select Use a Credential Provider to use a credential provider configured in your tenant.

7. Enter the name of the Integration Owner.

VA-Based Connection Type

1. Select VA-Based connection type if you want to use a Virtual Appliance Cluster.
2. Select Save.

SaaS Connection Type

1. Select SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

Administrator Settings

1. Select the Enable Debug Logging checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues.

2. If the Enable Debug Logging feature is needed, please contact SailPoint.

   Note

   Enable Debug Logging should not be enabled without SailPoint guidance.

Sources

In the Sources dropdown list, select sources to configure from the available sources. For each source you want to integrate with the Atlassian Cloud Jira Service Management system, verify that it is configured for provisioning.

Connectivity and Authentication

Complete the following steps to connect and authenticate your Atlassian Cloud Jira Service Management system with your system:

1. In the URL field, enter the URL of the Atlassian Cloud Jira Service Management system that you want to integrate with. For example:
   • Basic Authentication: https://your-domain.atlassian.net
   • OAuth2 Authentication: https://api.atlassian.com/ex/jira/{cloudid}
2. Select the Authentication Type.
3. Complete the authentication steps:
   • Basic Authentication
   • OAuth2 Authentication

Basic Authentication

1. Enter the Service Account Username and the Service Account user's API Token in Password.

OAuth2 Authentication

1. Select Refresh_Token as the Grant Type.
2. In Token URL, enter the location of the token endpoint that the instance uses to retrieve the token. For example, https://auth.atlassian.com/oauth/token.
3. In Refresh Token, enter the refresh token for OAuth2 authentication. Provide the following scopes when creating tokens using OAuth2 authentication for the Next-gen service desk or Classic service desk type project:
   • read:servicedesk-request
   • manage:servicedesk-customer
   • write:servicedesk-request
4. In Client ID and Client Secret, enter the values for OAuth2 authentication.

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.