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Creating a service desk integration for Jira assets using the Jira Service Management plugin

Caroline Maguire
  • November 10, 2022 19:09
  • Updated

Oomnitza has created a brand new Jira Cloud and Jira Service Desk integration that provides rich asset information to empower service desk agents and reduce incident resolution time. This integration also streamlines your ticketing process by collecting and managing all interactions from different platforms in one place, enabling you to resolve your queries in a timely manner. 

Connect Oomnitza and Jira in minutes

The Oomnitza Jira Service Management plugin for Jira associates tickets with assets and provides desk agents with the insights that they need to resolve incidents quickly. 

Check out the insights that the Oomnitza integration offers to desk agents:

  • View Jira tickets in Oomnitza and view Oomnitza assets in Jira. 
  • Display the assets that belong to the reporter who raised the ticket.
  • Resolve incidents efficiently and quickly by using Oomnitza to retrieve asset records and view the history of Jira tickets.
  • Display the devices that are associated with a ticket based on the set of custom attributes that you define. 
  • Configure asset management fields to track the attributes that matter to you.
  • Automate the creation of Jira tickets in Oomnitza so you can keep track of all your tasks.

Navigation

small_blue_link.svgInstalling the Oomnitza plugin

small_blue_link.svgIntegrating Oomnitza with Jira

small_blue_link.svgUsing the integration

Viewing an Oomnitza asset in a Jira ticket

Attaching an Oomnitza asset to a Jira ticket 

Modifying an Oomnitza asset in a Jira incident

Viewing Jira incidents in an Oomnitza asset

Creating an automated ticket creation workflow

small_blue_link.svgDisabling the plugin

Uninstall the Jira plugin

Uninstall the Oomnitza plugin

small_blue_link.svgIntegration security

Installing the Oomnitza plugin

To install the free Oomnitza plugin in Jira complete the following steps:

  1. Log in to Jira as an administrator.
  2. From the top navigation bar in your application, choose Settings.
  3. Select Apps.
  4. Select Find new apps.
  5. In the search bar, enter Oomnitza.
  6. Select Oomnitza for Jira Service Management.
  7. Click Get App.
  8. Click Get it now.
  9. When the installation completes, go to Configuration. 
  10. Copy the Integration Secret key and your Server name.

Integrating Oomnitza with Jira

Now that you have installed the Oomnitza app in Jira, you can add it to your Oomnitza instance by completing the following steps:

  1. Log into Oomnitza.
  2. From the menu, select Configuration > Integrations, and then click Integrations List View IntegrationsListView.svg.
  3. Scroll down to Service Desk Integrations, and click the Jira tile.
  4. Click NEXT.
  5. Enter the Integration Secret key and your Server name that you copied in How to install.
  6. Click Connect.
  7. Select the desired asset-to-ticket mappings. We recommend mapping the Jira Reporter field to the Oomnitza Assigned To field.
  8. Click Next.
  9. Specify which projects in Jira you would like to sync with. 
  10. Click Next.
  11. Choose the fields that you want to display in the Oomnitza tab in Jira. Ensure that the fields you select are editable or read-only as appropriate. To verify this, go to Configuration > Data model > Assets and select your field from the list. For further information, refer to Creating Custom Fields in Oomnitza.
  12. Click Finish to complete the installation.

Standard Jira to Oomnitza mappings

The following Jira fields can be mapped to Oomnitza:

Actual end
Actual start
Affects versions
Approvers
Assignee
Change reason
Change risk
Change type
Comment
Created
Creator
Description
Development
Environment
Epic Color
Epic Link
Epic Name
Epic Status
Fix versions
Flagged
Images
Impact
Issue color
Key
Last Viewed
Linked assets
Log Work
Organizations
Original estimate
Parent
Parent Link
Progress
Rank
Remaining Estimate
Reporter
Request Type
Resolution
Resolved
Restrict to
Security Level
Sprint
Status
Status Category
Status Category Changed
Story Points
Story point estimate
Sub-tasks
Summary
Team
Time Spent
Time tracking
Updated
Votes
Watchers
Work Ratio
[CHART] Date of First Response
[CHART] Time in Status
Σ Original Estimate
Σ Progress
Σ Remaining Estimate
Σ Time Spent

Using the integration

The Oomnitza service desk integration for Jira assets provides you with the ability to:

Viewing an Oomnitza asset in a Jira ticket

To view an Oomnitza asset in a Jira ticket:

  1. Navigate to a ticket in Jira. The list of Oomnitza assets associated with the incident reporter is displayed in the Oomnitza section on the right.
  2. To view the asset details, click View assets in Oomnitza.
  3. Select View in Oomnitza to view the assets in Oomnitza.

Attaching an Oomnitza asset to a Jira ticket 

To attach an Oomnitza asset to a Jira ticket:

  1. Navigate to a ticket in Jira and click the Oomnitza section on the right.
  2. Click View assets in Oomnitza.
  3. Search for the asset in the search bar. Hover on the asset and select the paperclip icon. This will link the asset to the incident. You can hover on the asset and select the paperclip again to detach it from an incident.  

Modifying an Oomnitza asset in a Jira incident

Prerequisites: The Oomnitza field must be defined as Editable when following the steps in Setting up the integration.

To  modify an asset for an incident in Jira, complete the following actions:

  1. Navigate to a ticket in Jira and click the Oomnitza section on the right.
  2. Click View assets in Oomnitza.
  3. Enter a new value in the Oomnitza field you wish to change. If it is a text field, enter the new information in the textbox, and then click outside the text box to update. If it is a dropdown field, scroll through your list and select the necessary value from the list.  

Your asset is now updated in Jira and Oomnitza. 

Viewing Jira incidents in an Oomnitza asset

To view tickets associated with an asset in Oomnitza, complete the following actions:

  1. Navigate to the Assets tab in Oomnitza.
  2. Open an assets record. 
  3. Select the Tickets tab, and select the Jira icon.
  4. All of the incidents in Jira that are associated with the asset are displayed. You will see the status, ticket name, description, created date, and a link to the incident in Jira. You can also delete the association between the asset and the ticket by clicking the bin icon. 

Creating an automated ticket creation workflow

Depending on what you decide to set as a trigger, you can create an automated workflow to create new tickets in Jira using the Jira workflow block.

  1. Log in to Oomnitza.
  2. To create an asset workflow, click Configurations > Workflows > Assets .
  3. Click Add (+). The Begin and End blocks are automatically added to the canvas.
  4. Enter the name and a description of the workflow. 
  5. Edit the Begin block by adding the rules that will trigger the workflow. 
  6. Click the Blocks tab, and drag and drop the Jira block in the Integrations section onto the canvas.
  7. Click the Edit icon.
  8. Fill in all the fields and click Save. For further information, refer to Using the Jira Cloud workflow block.
  9. Connect the blocks.
  10. Validate, launch, and save your workflow.

Disabling the plugin

We recommend that you disable the plugin in the order mentioned below.

Note
If you do not follow this exact order, you may encounter errors when disabling your integration.

1. Disable the plugin in Oomnitza

To disable the plugin in Oomnitza, complete the following steps:

  1. Navigate to Configuration > Integrations > Overview in Oomnitza
  2. Click Integrations List View small_SettingsListView.svg.
  3. Scroll down to Service Desk Integrations, and click the Jira tile.
  4. Click Switch Off to turn off the plugin in Oomnitza.

2. Disable the plugin in Jira

Plugins cannot be disabled in Atlassian Cloud applications. To stop using a plugin, you must either uninstall, or unsubscribe, which cancels your subscription to the app. For further information, refer to Jira documentation: Disabling an app. 

To uninstall the plugin in Jira, complete the following steps:

  1. Log in to Jira as an administrator.
  2. From the top navigation bar in your application, choose Settings.
  3. Select Apps.
  4. Select Manage Apps.
  5. Select the Oomnitza app, and choose Uninstall.

For further information, refer to Jira documentation: Uninstalling apps.

Uninstalling will permanently remove the Oomnitza for Jira Service Management plugin from JIRA. Any data associated with the plugin may continue to be stored by Oomnitza on their servers after uninstallation. Refer to the Oomnitza data security and privacy statement for further information. 

Integration security

Oomnitza uses several mechanisms for protecting integrations with external systems. The mechanisms allow Oomnitza to protect customer data from unauthorized access and from malicious or accidental changes.

Authentication

The Oomnitza Jira plugin, like other Atlassian Connect apps, uses JSON Web Tokens (JWT) for authentication in Jira. A security context is exchanged when the app is installed, and then this context is used to create and validate JWT tokens that are embedded in API calls.

The Oomnitza Jira Plugin Server (JPS) generates JWT tokens for each request to the Jira API. The JPS validates JWT tokens received from Jira. The JWT information includes the issuer, when the token was issued, when the token will expire, and a query string hash (a custom Atlassian claim that prevents URL tampering). To learn more, read Authentication for Connect apps. 

The plugin is authenticated in Oomnitza using Oomnitza user credentials. The Jira user has to provide the correct credentials in the plugin window. After authentication, Oomnitza creates and supports a standard user session. Session time is restricted according to Oomnitza instance session configuration. The plugin receives and stores the browser storage authorization headers: Cookie and Oomnitza-session.

Authorization

The authenticated Oomnitza Jira Plugin has the same level of permissions as the corresponding Oomnitza user and sends authorization headers with each request.

The JPS sends an integration secret to the plugin configuration page. The JPS matches this integration secret during the Jira integration setup in Oomnitza and the security context.

Used scopes for Atlassian Connect apps

The JPS uses Atlassian static authorization via scopes.

Scopes allow an app to request a particular level of access to Jira.

The Oomnitza Jira Server uses only the following restricted scopes: 

Scope name

Description

READ

View, browse, and read information from Jira.

WRITE

Create or edit content in Jira, but not delete content.

Connections

There is no direct connection between the plugin and Oomnitza. The JPS retransfers all requests from the plugin to the corresponding Oomnitza instance.

The following table describes protocols used to host communication between Jira, JPS, Oomnitza, and the Oomnitza Jira plugin: 

Direction

Protocol

Authentication

Jira to JPS

*443: HTTPS POST/GET requests

JWT

JPS to Jira API

*443: HTTPS POST/GET requests

JWT

Oomnitza to JPS

*443: HTTPS POST/GET requests

JWT, Integration secret, Cookie, and Oomnitza-session

Oomnitza Jira Plugin to JPS

*443: HTTPS POST/GET  requests

Cookie and Oomnitza-session

JPS to Oomnitza

*443: HTTPS POST/GET  retransferred requests from the Plugin

JWT, retransferred Cookie and Oomnitza-session from the Plugin

* The Oomnitza application has security built into its design. Connections between the Oomnitza application, Oomnitza Jira Plugin, JPS, and Jira take place only over Secure Sockets Layer (SSL) using the latest version of Transport Layer Security (TLS) the operating system is capable of using.

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