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Streamlining IT Support with Jira Service Management Integration
TL;DR
Hexnode UEM integrates with Jira Service Management using Atlassian OAuth 2.0 credentials, allowing administrators to configure Alert Profiles that automatically create tickets in a selected Jira Service Management project with specified details when an event matches the configured conditions. Administrators can also monitor ticket creation attempts directly in Hexnode UEM.
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
| Event | An 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 | 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. |
| Action | An Action is a response configured by an administrator in an Alert Profile 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. |
| Project | A 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:
- Sign in to your Atlassian account.
- Open the Atlassian site associated with your organization.
- Open Jira Service Management.
- Select Project > Create Project.
- Choose an appropriate Service Management template.
- Enter a project name and complete the creation process.
Step 2: Create an Atlassian Service Account
- Go to https://admin.atlassian.com/.
- Select the organization associated with the Jira Service Management site.
- Navigate to Directory > Service accounts > Create a service account.
- Enter a name and description of the service account.
Step 3: Grant Jira Service Management application access
- 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.
- 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.
- Save the changes.
Step 4: Configure OAuth 2.0 scopes
- Inside the service account detail page, select Create Credentials.
- Choose OAuth 2.0 as the credential type and provide a credential name.
- 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.
| Scope | Purpose |
|---|---|
| read:jira-work | Read Jira work and issue data. |
| write:jira-work | Create or manage Jira issues and work data. |
| read:servicedesk-request | Read Jira Service Management customer request data. |
| write:servicedesk-request | Create and manage Jira Service Management customer requests. |
| read:jira-user | Read Jira user information used by Jira Service Management. |
Step 5: Generate and copy the OAuth Credentials
- Click Create.
- 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
- Log into the Hexnode UEM console.
- Navigate to Admin > Integrations > Available Integrations.
- Select Jira Service Management.
- 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.
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.
- An event occurs in Hexnode.
- The event satisfies the conditions configured in the Alert Profile.
- 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.
- If the ticket is created successfully, it is available in the selected Jira Service Management project.
- 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.
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.
Frequently Asked Questions
Why is a JSM ticket not created even though the Alert Profile executed the JSM ticket action?
Jira Service Management ticket creation fails if the OAuth 2.0 credentials used for the integration do not have the required scopes or if the associated JSM service account does not have Browse Projects and Create Issues permissions for the target project. Ensure that all required OAuth 2.0 scopes are granted to the credentials and that the service account has the required project permissions through the permission scheme associated with the target project in Jira Service Management.
Will Jira Service Management tickets be automatically imported into Hexnode after integrating Jira Service Management?
No. The JSM integration is a one-way integration from Hexnode to Jira Service Management and does not import JSM tickets into Hexnode. When an event matches the conditions configured in an Alert Profile, Hexnode executes the configured Create a Jira Service Management ticket action and attempts to create a ticket in the selected JSM project.
Where can the details of a Jira Service Management ticket created by Hexnode be viewed?
To view tickets created by Hexnode, sign in to Jira Service Management and open the selected project. The created tickets can be viewed and managed through the project’s available queues, such as Open or other filtered queues.
You can also open a specific ticket directly from Hexnode:
- Navigate to Admin > Integrations > Configured Integrations.
- Select the Jira Service Management integration.
- View Action History.
- Locate the ticket creation record.
- Select the Ticket ID to open the corresponding JSM ticket.
