Step-by-Step Guide: Integration with Jira

Jira Integration Overview

Jira is an Atlassian project management and issue-tracking platform used to create, track, and manage items such as tasks, bugs, and service requests through projects and workflows. In Jira, a piece of work that needs to be tracked or managed is called an issue. The term ticket is also commonly used to refer to an issue.

The Jira integration in Hexnode UEM automatically creates tickets in Jira based on events detected in Hexnode. It connects Hexnode with Jira and sends the configured ticket details and relevant event information to create the ticket in the selected Jira project. The resulting ticket is then managed within Jira according to the configuration and permissions of the selected Jira project.

Terminologies Used

Jira Integration Use Cases

The Jira integration connects endpoint-management events detected in Hexnode UEM with your organization’s Jira environment, allowing tickets to be automatically created in Jira when events match the conditions configured in an Alert Profile.

For example, you can configure an Alert Profile to create a Jira issue when a device becomes non-compliant. When the device meets the conditions specified for the event, Hexnode UEM executes the configured action and sends the configured issue details and relevant event information to Jira. Jira then creates the issue in the designated project, where the administrators can take further action.

How to integrate Jira with Hexnode?

To configure the Jira integration with Hexnode UEM, complete the following steps.

Step 1: Prepare the Atlassian Environment

Before configuring the integration, ensure that an appropriate Jira project is available.

If a suitable project is not available, create one using the following steps:

1. Sign in to your Atlassian account.
2. Open the Atlassian site associated with your organization.
3. Navigate to Projects > Create Project.
4. Select an appropriate Jira project template.
5. Enter a project name and complete the creation process.

Step 2: Create an Atlassian Service Account

1. Go to https://admin.atlassian.com/.
2. Select the organization associated with the Jira site.
3. Navigate to Directory > Service accounts > Create a service account.
4. Enter a name and description of the service account.
5. Click Next.

Step 3: Grant Jira application access

1. Under App roles section, select Jira to grant the service account access to the Jira application. Select the required role from the available options: User, User Access Admin, or Guest.
2. Under Groups, optionally add the service account to the required group. A group is a collection of Atlassian user accounts managed together in Atlassian Administration. Groups can be used to assign app access or permissions to multiple accounts at once.
3. Save the changes.

Step 4: Configure OAuth 2.0 scopes

1. Inside the service account detail page, select Create Credentials.
2. Choose OAuth 2.0 as the credential type and provide a credential name.
3. Assign the OAuth 2.0 scopes required by the Hexnode Jira integration, as listed in the table below. Additional scopes can be granted if required.

Step 5: Generate and copy the OAuth Credentials

1. Click Create.
2. Securely copy the generated credentials:
   • Client ID: A unique public identifier for the OAuth 2.0 credential.
   • Client Secret: A confidential value used to authenticate the OAuth 2.0 credential.

Step 6: Configure the Integration in Hexnode

1. Log into the Hexnode UEM console.
2. Navigate to Admin > Integrations > Available Integrations.
3. Select Jira.
4. Enter the required fields:
   • Name: A name used to identify the integration configuration.
   • Client ID: Generated Atlassian Client ID.
   • Client Secret: Generated Atlassian Client Secret.

Step 7: Confirm the Integration Configuration

Verify that the Jira integration displays under Admin > Integrations > Configured Integrations.

Jira Ticket Creation Flow

The following flow illustrates the sequence from event detection in Hexnode UEM to ticket creation in Jira.

1. An event occurs in Hexnode.
2. The event satisfies the conditions configured in the Alert Profile.
3. The Alert Profile executes the configured Jira ticket creation action. The action uses the selected Jira integration and its configured Atlassian credentials to send a ticket creation request to the selected Jira project. The request is made using the service account associated with the configured credentials.
4. If the ticket is created successfully, it is available in the selected Jira project.
5. The result of the ticket creation request is recorded in Action History.

Managing the Jira Integration

After configuring the Jira integration, administrators can view and manage the configured integration from Admin > Integrations > Configured Integrations. This section provides details about the integration, available management actions, and the history of Jira ticket creation attempts.

Integration Summary

The Integration Summary displays information about the configured integration. The following are the fields displayed.

Integration Options

These are the primary control options that are available for managing the configuration and status of the Jira integration:

• Sync: Refreshes the list of projects available to Jira integration. Use Sync after new projects are created or when the service account is granted access to additional projects so that they become available for selection in the Jira ticket action.
• Deactivate: Temporarily pauses the integration while preserving its configuration. The integration status changes to Inactive.
• Activate: Re-enables a deactivated integration. The integration status changes to Active.

Actions Menu

The Actions menu provides options to update the integration credentials or remove the configured integration.

• Reconfigure: Update the Client ID and Client Secret when the OAuth credentials configured for the integration are changed, rotated, revoked, or replaced in Atlassian. Reconfiguring temporarily disconnects the current integration until valid credentials are entered again.
• Delete: Removes the configured Jira integration from Hexnode UEM.

Action History

The Action History section of the Jira integration records attempts to create Jira tickets when an Alert Profile executes the Jira ticket creation action. This section helps you to monitor ticket creation activity and confirm whether a ticket was successfully created. Select Sync to refresh Action History and retrieve the latest ticket creation attempt records. The ticket creation attempts can be filtered by status: Success or Failed.

The following fields provide details about the event, Alert Profile, and Jira ticket creation attempt.

• Action: Displays the event that resulted in the ticket creation attempt.
• Subject: Displays the name of the Alert Profile. Click the name to open the corresponding profile.
• Message Summary: Displays the summary message configured for the Alert Profile.
• Time: Displays the date and time when the ticket creation attempt occurred.
• Status: Displays the execution status of the ticket creation workflow, which can be Success or Failed.
• Ticket ID: Displays the generated Jira ticket number. Select the ticket ID to open the corresponding ticket in Jira.

To export the Action History, use the Export menu. You can download Action History records as a PDF or CSV file for auditing, reporting, or maintaining an offline record of ticket creation attempts. The export options include:

• File Name: Specify a name for the exported file.
• Export: Select whether to export All Actions, Success, or Failed actions.
• File Type: Select the required format, such as PDF or CSV.

The Export History option displays previously generated Action History export files. Select Show Full History to view the complete export history and download previously generated files.