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Integration Guide

Jira Service Desk

Service Desk

Licenses:

Jira license: Any Jira license

Jira Service Desk

  • Cloud
  • On-premises 0.1

Jira Software

  • Cloud
  • On-premises 6.4.9
  • On-premises 7.0.0

Everbridge license: active IT Alerting Standard or IT Alerting Enterprise

Version: SaaS Annual Subscription (latest version).

Security:

  • Jira user account must be a member of the jira-administrators and jira-developer groups
  • Everbridge user account with API Privileges
  • An API key is needed, but that will be generated when you perform the procedures in the iPaaS Configuration section of the Everbridge user guide under Documentation at https://manager.everbridge.net/login

Deployment

Installation of extra software, beyond Everbridge and Jira, is not needed.

Self-service configuration of Jira integration, by an end user is easy from the Settings -> Everbridge Open -> iPaaS  tab of the Everbridge SaaS application. Click “New Agent”:

IBM Resilience Deployment

Inbound Interaction

User can control the conditions under which Jira automatically triggers incident creation in Everbridge:
Jira Service Desk Inbound
Without coding, end user can drag-and-drop to build a workflow that orchestrates how Everbridge reacts to updates in Jira:
Jira Service Desk Inbound 2

Outbound Interaction

Everbridge incident and notification delivery details are available in Jira:

Jira Service Desk Outbound

Workflow

1.

In Everbridge, create an Incident Template configured with Jira fields

2.

In Jira, create an Issue that matches the condition configured in Everbridge Incident Template

3.

Jira automatically triggers incident creation in Everbridge

4.

Everbridge notifies contacts, to resolve the issue, and then closes the loop with Jira

Documentation

Under Help & Support -> Online Help, read the following section:

IBM documentation screenshot

Under Help & Support -> Everbridge Support Center, download the IT Alerting User Guide, and read the following section:

documentation-ibm-integration
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