# Streamlining IT Support with Jira Service Management Integration Jira Service Management (JSM) Overview -------------------------------------- Jira Service Management (JSM) is an Atlassian service management platform used to manage service requests, incidents and other support-related work through projects and workflows. In JSM, a piece of work that needs to be tracked or managed is represented as a **work item**. The term *ticket* is also commonly used to refer to a work item. The **Jira Service Management integration** in Hexnode UEM automatically creates tickets in JSM based on events detected in Hexnode. It connects Hexnode with JSM and sends the configured ticket details and relevant event information to create the ticket in the selected JSM project. The resulting ticket is then managed within Jira Service Management according to the configuration and permissions of the selected JSM project. Terminologies Used ------------------ EventAn event in Hexnode UEM is an activity or change that occurs on a managed endpoint or within the Hexnode UEM portal. Examples include device enrollment, a device becoming non-compliant, a low battery level, and policy creation, deletion and so on.[Alert Profile](https://www.hexnode.com/mobile-device-management/help/alert-profiles/)An Alert Profile is a feature in Hexnode UEM that enables administrators to monitor specific events, execute configured actions, and notify technicians when an event meets the configured conditions.ActionAn Action is a response configured by an administrator in an [Alert Profile](https://www.hexnode.com/mobile-device-management/help/alert-profiles/) that Hexnode UEM executes when an event matches the conditions configured in the Alert Profile. Actions include sending an Email notification or creating a ticket in Jira or Jira Service Management.ProjectA JSM project is a collection of work items that are organized and managed together. Projects are created and managed in JSM, and work items can be created in the project through JSM or integrated applications such as Hexnode UEM.Jira Service Management Integration Use Cases --------------------------------------------- The Jira Service Management integration connects endpoint-management events detected in Hexnode UEM with your organization’s JSM environment, allowing tickets to be automatically created in JSM when events match the conditions configured in an Alert Profile. For example, you can configure an Alert Profile to create a JSM work item 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 work item details and relevant event information to JSM. Jira Service Management then creates the work item in the designated project, where the administrators can take further action. How to integrate Jira Service Management with Hexnode? ------------------------------------------------------ To configure the Jira Service Management integration with Hexnode UEM, complete the following steps. ### Step 1: Prepare the Atlassian Environment Before configuring the integration, ensure that an appropriate Jira Service Management 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. Open **Jira Service Management**. 4. Select **Project > Create Project**. 5. Choose an appropriate **Service Management** template. 6. Enter a project name and complete the creation process. ### Step 2: Create an Atlassian Service Account 1. Go to . 2. Select the organization associated with the Jira Service Management site. 3. Navigate to **Directory > Service accounts > Create a service account**. 4. Enter a name and description of the service account. ### Step 3: Grant Jira Service Management application access 1. Under **App roles** section, select **Jira Service Management** to grant the service account access to the Jira Service Management application. Select the required role from the available options: Stakeholder, User Access Admin, User (Agent) or Customer. 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. *Note:* The service account must be granted access to the JSM application and assigned an app role. Ensure that the service account also has *Browse Projects* and *Create Issues* permissions for the target JSM project’s permission configuration in Jira Service Management. ### 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 JSM integration, as listed in the table below. Additional scopes can be granted if required. ScopePurposeread:jira-workRead Jira work and issue data.write:jira-workCreate or manage Jira issues and work data.read:servicedesk-requestRead Jira Service Management customer request data.write:servicedesk-requestCreate and manage Jira Service Management customer requests.read:jira-userRead Jira user information used by Jira Service Management.*Note:* If any of the scopes listed above are not granted to the service account, the JSM integration cannot be configured successfully. ### 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 Service Management. 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 Service Management integration displays under **Admin > Integrations > Configured Integrations**. *Note:* Configuring the JSM integration won’t automatically create tickets in JSM. You have to configure an action in the Alert Profile. To create tickets based on events, add **Create a Jira Service Management ticket** action to an existing or new Alert Profile. For information about configuring an Alert Profile, refer to [Alert Profile](https://www.hexnode.com/mobile-device-management/help/alert-profiles/). Jira Service Management Ticket Creation Flow -------------------------------------------- The following flow illustrates the sequence from event detection in Hexnode UEM to ticket creation in Jira Service Management. 1. An event occurs in Hexnode. 2. The event satisfies the conditions configured in the Alert Profile. 3. The Alert Profile executes the configured JSM ticket creation action. The action uses the selected JSM integration and its configured Atlassian credentials to send a ticket creation request to the selected JSM 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 Service Management project. 5. The result of the ticket creation request is recorded in Action History. Managing configured integrations -------------------------------- After configuring the JSM 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 JSM ticket creation attempts. ### Integration Summary The Integration Summary displays information about the configured integration. The following are the fields displayed. **Field****Description****Status**Displays whether the integration is currently active or inactive.**Created by**Displays the administrator who created the integration configuration.**Created on**Displays the date when the integration was created.**Last Modified by**Displays the administrator who last reconfigured the integration.**Last Modified on**Displays the date when the integration was last reconfigured.### Integration Options These are the primary control options that are available for managing the configuration and status of the JSM integration: - **Sync:** Refreshes the list of projects available to JSM 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 JSM 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 Service Management integration from Hexnode UEM. *Note:* - Reconfiguration is allowed even if the integration is deactivated. - Reconfiguring the integration does not remove the existing Action History records, including the details and status of previous ticket creation attempts. ### Action History The Action History section of the JSM integration records attempts to create JSM tickets when an Alert Profile executes the JSM 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 JSM 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 Service Management ticket number. Select the ticket ID to open the corresponding ticket in Jira Service Management. 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.