Jira service management

Introduction

You can automatically create tickets in Jira as a part of the following cases:

• Access Request has been approved

• Access Review has been denied

This functionality allows you to automatically create tickets to provision/de-provision resources based on the corresponding access request/review. Let us explore the steps to configure this on your tenant:

Configure Jira Email Notification System:

To configure in Jira

1. Go to Jira > Settings > System > Mail > Incoming Mails.

   

   
2. Go to Mail Handlers.

3. Click on Add a incoming mail handler to create a new mail handler with the following configurations:

   

   1. Provide a name such as “Email Notifications” or something relevant to your use.

   2. Set your incoming mail server to the Default Cloud Mail Server available.

   3. Set the mail handler type to - Create a new issue or add a comment to an existing issue.

   4. Let your folder name be left blank blank (set to default) to let it scan the inbox. If your emails are directed to some other folder within your mail, you will be required to configure that in this field. Go to the next page after this.

      
   5. Set a Jira Service Management project for your issues to be created. All issues created for this purpose will be redirected to this project.

   6. Set the type of issue you would like to have created for your purpose. (We consider provisioning/de-provisioning resources to be a task and hence we have set our issue type as a Task).

   7. Assign a Default Reporter for all the issues being created.

   8. You can assign a forward email for troubleshooting purposes.

   9. Save your configurations.

      

To understand more about mail handlers and mail servers inside Jira, refer to this document - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/.

To configure within your tenant

1. Go to Configure > Integrations on your BalkanID tenant.

2. Click on either Add Integration or Edit Integration for a particular integration

   

   
3. Go to the Optional Configuration section.

4. In Fulfillment options, choose ticket creation. It will open up a section below to select the ticketing system - Jira Service Management in this case. A text box will also appear to set the Email Address.

   
5. Add the email corresponding to your jira default cloud mail server. (jira@<organization-name>.atlassian.net) You can find your jira default cloud mail server in jira as shown in the below image. Then hit Save Changes on the side panel.

   
6. This is all the configuration you need to do on the tenant. Click on Save.

You can test your setup by denying access reviews on your tenant. After the campaign has been marked as complete, an email will be sent out and a ticket will be created in Freshservice within the project you configured for denied access reviews. It will resemble the one shown in the image given below:

Troubleshooting

In case things do not work, add an email as the forward email in the corresponding mail handler. All of jira’s debugging trails while trying to read the templated email will be forwarded to the email set in the forward email field.