Jira IT Service Management (ITSM)

Jira ITSM, or Jira Service Management, is a platform developed by Atlassian to support IT Service Management (ITSM) practices. It enables organizations to manage their IT services effectively, streamlining processes related to incident management, change management, problem management, and more.

Zluri's Jira ITSM integration lets you create tasks as tickets for better (explore other words) tracking. This is a two-way communication, i.e., updating tickets in Zluri updates them in Jira and vice versa.

This document describes how to set up and configure this feature.

Prerequisites

• Admin privileges in Jira
• Owner or Admin privileges in Zluri
• Workflow settings enabled in Zluri. Please reach out to your Zluri Customer Success Manager to access this feature.

Add fields to all screens

1. In your Jira Dashboard, click the ⚙️ Settings icon in the top-right corner of the screen, then select Issues.

   

2. Click Field configurations in the left sidebar, then select the appropriate field configuration that is relevant to the project you are working on.

   

3. Search for the Assignee field, then select Screens to the right.

   

4. Click the Select all checkbox, then click Update.

   

5. Repeat points 5-6 for the following fields: 

   1. Summary
   2. Description
   3. Epic Link
   4. Due Date
   5. Labels
   6. Priority
   7. Issue type

Add new "Cancelled" status for issues

1. Click the ⚙️ Settings icon in the top-right corner of the screen, then select Issues.
2. Select Workflows in the left sidebar.

Click on the three dots on the right side for the project for which you want to add the additional status

• Click on Add Status Button

• Select Cancelled, then select the checkbox for Allow all statuses to transition to this one.

(if the Cancelled status is not present, then we can type out Cancelled and add it as a new status)

• Check “Allow all statues to transition to this one”.

• Click on Add to add the status

• Click on Publish Draft above. You can save a backup copy if you want.

• Back in the Issue Screen, verify that the new status has been added to the statuses.

Making sure the transition to Done status has the Resolve Screen associated with it.

1. From the below screen, make sure that the transitions pointing to done has the Resolve Issue Screen associated with it

• Click on the lines that are pointing to Done Status.

• Click on edit

Step 2: In the screen field, associate the Resolve Issue Screen with the transition

Make sure to do it for all the transitions pointing to Done Status.

Configure Workflow Settings in Zluri

1. Log in to Zluri with Owner or Admin credentials
2. Navigate to Settings → Workflows Settings → Manual Tasks.

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If you don't have access to this feature, please reach out to your designated Zluri Customer Success Manager.

3. Select Jira for default task assignment.

Step 3: Connect to Jira Instance:

• After selecting "Jira," click on the "Connect to Instance" button to initiate the connection process.

• Connect Jira to Zluri; make sure to select the Create ITSM Webhook and Write Issues scopes.

Step 4: Choose Jira Instance:

• Once you have connected Jira successfully, return to the workflow settings screen you will be able to see the message “ Connection Established Securely”
• Click on “Configure” next to it.

• Select the desired Jira instance from the list

Step 5: Configure Default Fields:

• Configure the default fields that will be used for creating tasks.

• Ensure that the necessary fields are mapped correctly to avoid any data discrepancies.

Example workflows: Create Tasks

• With the Jira instance successfully connected and default fields configured, Manual tasks will now be created and assigned via Jira automatically.

• When you create new tasks, you will see all the default fields pre-populated.

• After running the workflow, you will be able to see the logs by clicking on “view log” in the “Run logs” screen

You can view and manage tasks in the Tasks dashboard.