Creating a service desk integration for Jira Cloud

Use the Cloud plugin for Jira Service Management to create and attach tickets to Oomnitza asset, accessory, and desktop software records. You can view and update Oomnitza records in Jira.

Key features of the service desk integration are as follows:

•  
  • View the Oomnitza assets, accessories, and desktop software records linked to the ticket reporter in your Jira Cloud instance.
  • Customize asset information fields in Jira Cloud.
  • Link assets, accessory, and desktop software records to Jira tickets.
  • Edit record details in Jira Cloud.
  • Gain visibility of Jira tickets attached to asset, accessory, and desktop software records in Oomnitza.

Important
To attach tickets to accessory and desktop software records in Oomnitza, you must either install the latest version of the Oomnitza plugin - Oomnitza for Jira Service Management. Or, if you have already installed the Oomnitza plugin, you must upgrade the plugin. 

Before you start

Use the global setting in your instance to ensure secure Cross-Origin Resource Sharing (CORS). See Enhanced CORS Policy for Service Desk integrations.

Installing the Oomnitza plugin

1. Log in to Jira as administrator.
2. In the navigation bar, click Settings .
3. Select Marketplace Apps and then click Take me there.
4. Click Explore apps.
5. In the search bar, enter Oomnitza.
6. Click the Oomnitza for Jira Service Management tile.
7. Click Get it now.
8. When the installation completes, go to Manage apps.
9. Click Get Started
10. Copy the Integration Secret key and Server name. You will need this information to create the Jira connector for service desk management.

Connecting Oomnitza to the Jira Cloud plugin

Now that you have installed the Oomnitza app in Jira, you add it to your Oomnitza instance:

1. Log into Oomnitza.
2. From the menu, select Configuration > Integrations, and then click Block view . 
3. Scroll down to Service Desk Integrations, and click the Jira Cloud tile.
4. Click NEXT.
5. Enter the Integration Secret key and the Server name.
6. Click Connect.
7. Select the asset-to-ticket mappings. We recommend that you map 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 required. To verify, click Configuration > Data Model > Field Configuration and click the field. See 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