Prerequisites

Adding fields to all the screens

Before starting the integration setup, ensure that the following steps are completed to avoid any "field isn’t inappropriate screen" errors:

Step 1: Access Jira Dashboard

Go to the Jira Dashboard.
Click on the gear icon located at the top left corner of the screen.

Step 2: Navigate to Field Configurations

Click on "Issues" from the menu on the left-hand side.
Scroll down slightly until you see the "Fields" section.
Click on "Field Configurations.

Step 3: Choose the Field Configuration for the Project

Select the appropriate field configuration that is relevant to the project you are working on.

Step 4: Modify Screens for the Fields

Within the selected field configuration, locate the field that you want to integrate; you have to do this one by one for all the following fields:

1. Assignee

2. Summary

3. Description

4. Epic Link

5. Due Date

6. Labels

7. Priority

8. Issue type

Click on the field to access its options.
Select the "Screens" option for that particular field.

Step 5: Select Applicable Screens

In the "Screens" section, ensure that all the relevant screens are selected for the field.
To be on the safe side, it is recommended to select all the available screens.

Step 6: Update the Configuration

Once you have selected the appropriate screens, click "Update" at the end of the screen to save the changes.

Step 7: Repeat for Other Fields

If you are integrating multiple fields, repeat Steps 4 to 6 for each of the remaining fields (e.g., Assignee, Summary, Description, Epic Link, Due Date, Labels, Priority, Issue Type).
Following these prerequisites will ensure that the mentioned fields are properly configured and accessible within the appropriate screens in Jira, minimising the chances of encountering the "field isn’t inappropriate screen" error after running the workflow for the ITSM Service.

Adding new status for Issues in Jira (For ex., Cancelled)

Step 1: Navigate to workflows

Click on Settings and Go to Issues.
Click on Workflows

Step 2: 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, and after that, 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.

Step 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

Step 3: Make sure to do it for all the transitions pointing to Done Status.

Workflow Settings

Step 1: Access Workflow Settings:

Log in to the system with appropriate administrative credentials.
Navigate to the "Settings" section from the main dashboard.

Within the "Settings" section, locate and select "Workflow Settings."

Step 2: Select Jira as Default Task Assignment:

In the "Workflow Settings" page, under “Manual Tasks”, by default, tasks may be assigned via Email.

Click on the radio buttons to select "Jira" as the default task assignment method.

Step 3: Connect to Jira Instance:

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

Configure Jira Instance:
You will be prompted to connect the system to your Jira instance.
Follow the on-screen instructions to connect to Jira.
Make sure to select the “Create ITSM Webhook” Scope when connecting to the instance.

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.