Categories

Jira

Jira is a program for planning and controlling projects. Due to the integration, you can work with Jira issues directly from Usedesk: create them from the ticket card, track recent changes, link existing issues to the tickets.


Integration setup

1. Create an additional field with the «Text» type. Open the section «Settings» — «Custom fields», choose «Text» and click «Create».


Specify the title of the «Jira» field, remove ticks from the checkboxes «Assign tag» and «Create as filter» and tick the checkbox «Cannot edit». Then click «Save».


2. Create a dynamic block. Open the section «Settings» ⟶ «Blocks», click «Add dynamic block»:

  • Name – Jira;
  • Title – Jira;
  • Block content — leave this field empty;
  • URL – fill in the field with the value https://jiranew-integrations.usedesk.com/api;
  • Enabled – choose the checkbox to activate the block;
  • Parameters (POST) – click «Add parameter» and go to item 3.


3. Add parameters (POST):

If you have a box version:

  • jira_username – the superadmin’s login in Jira (recommend to have a separate superadmin with the login «UsedeskBot»);
  • jira_secret – the password of the Jira’s account, the user’s name, which you specified in the field jira_username (mandatory parameter);
  • usedesk_token – the API token. How to create an API channel and find its token – we wrote here;
  • jira_domain – the Jira domain. Write from https:// (mandatory parameter);
  • usedesk_field_id – the additional field’s ID from item 1 (mandatory parameter);
  • usedesk_url – Usedesk API URL. Specify if you use a server version of Usedesk on your own server. In this case, double check the value with support – support@usedesk.com (optional parameter);
  • project – if you specify the projects’ key, you can create issues only in these projects. For example: «MAIN», «SALES», «SUPP». If the parameter is not used, issues can be created in any project.


If you have a cloud version:

  • jira_username – the superadmin’s e-mail in Jira (recommend to have a separate superadmin with the login «UsedeskBot»);
  • jira_secret – the Jira token. Read here, how to get it.
  • usedesk_token – the API token. How to create an API channel and find its token – we wrote here;
  • jira_domain – the Jira domain. Write from https:// (mandatory parameter);
  • usedesk_field_id –the additional field’s ID from item 1 (mandatory parameter);
  • usedesk_url – Usedesk API URL. Specify if you use a server version of Usedesk on your own server. In this case, double check the value with support – support@usedesk.com (optional parameter);
  • project — if you specify the projects’ key, you can create issues only there. For example: «MAIN», «SALES», «SUPP». If the parameter is not used, issues can be created in any project.


After making all changes click «Save».


Integration principle

The additional block in the ticket card is located on the right side of the page, under the client card and other additional blocks (if any).



Creating an issue in the ticket card

It is possible to create issues in Jira directly from the ticket card. To do this click the button «Create», fill in the appeared fields and click again «Create».

Important nuances:

  • depending on the project parameter in the settings of the additional block, we will either display all projects in your Jira account or only specified ones;
  • the list of performers is duplicated from Jira;
  • you can attach one or more attachments to the issue.


Attaching an issue to the ticket card

You can link one or more Jira issues to the ticket card. The link will be displayed in the additional field from item 1. To link means to see information on the specific issue (issues) in the ticket card. To do this click «Link» and fill in the «Number» field by entering the Jira issue key. For example, MARKETING-777.


The Jira block in the ticket card: general information

Additional block of the Jira’s ticket card includes the following:

1. The buttons «Create», «Link», «Unlink» are for creating, linking and deleting an issue in the ticket card.

If you linked one issue to the ticket card, the card of the linked issue will be displayed in the block.



If you linked several issues to the ticket card, the list of issues will be displayed in the block. The issue key in the general list is the link for switching from Usedesk to Jira (in the example – DEMO-125). To go to the card of the specific issue, click its name (in the example – 211212). To unlink the issue – go to the issue card and click the button «Unlink».


All logs for creation, linking and deleting the Jira issues are displayed in the ticket card as internal comments:


2. The «Back to list» button is for returning to the general list of the Jira issues, linked to the ticket card (displayed, if more than one issue is attached).


3. The issue key is the link for switching from Usedesk to Jira, it is opened in the new window:



4. Additional fields – additional information from Jira, which you can set up yourself to display in the issue card. To do this click the gear icon and choose the fields which will be displayed in the ticket card. The fields’ order can be changed by drag & drop.


5. Changes – the history of changes in the issue. For convenience you can use sorting: display either the latest, or the oldest changes first.


6. The «Comments» section displays all the comments on the issue. For convenience you can use sorting by date of creation: display either the oldest, or the latest first.


7. The “Add comment” button is the function which helps to leave a comment on the issue without going to Jira.

The corresponding log will be recorded in the ticket card log.