How To: Oomnitza for Jira Cloud

Oomnitza has created a brand new Jira Cloud and Jira Service Desk integration, available in Release 4.2 (Aug). The plugin provides several capabilities that empower service desk agents with rich device context, and reduces incident resolution time.

 

How To Install

Getting started with the Jira plugin is easy:

  1. Login to Jira and navigate to “Manage add-ons”
  2. Find "Oomnitza for Jira 2.0"
  3. Click “Install”
  4. When the installation completes, click “Configure”
  5. Copy the “Integration Secret” key (will be required in Oomnitza) 

How To Configure

  1. Login to Oomnitza and navigate to “System Settings”
  2. Click on the “Jira” integration option
  3. Provide your full Jira URL (e.g. https://example.atlassian.net) and the integration secret key (copied in step 5)
  4. Click “Next” and select the desired asset-to-ticket mappings. We recommend mapping the Oomnitza “Assigned To” to the Jira “Reporter” field.
  5. Click “Next” and specify which projects in Jira you would like the plugin to appear.
  6. Click “Next” and select the asset fields to be displayed in the plugin. Select and mark as “Editable” fields available for editing from the plugin.
  7. Click “Next” to finish the installation.

Using the Integration

Viewing Rich Asset Context Within A Ticket

  1. Login to Jira and navigate to the needed ticket. The list of associated assets is displayed on the right.
  2. Expand asset details to view them.
  3. You can view the asset details in Oomnitza by click on “View in Oomnitza” button.
  4. Click Menu to view available actions: Open, Link.
  5. To link asset to the current ticket click “Link”.
  6. To view asset details in Oomnitza without expanding the in plugin just click “Open”.
  7. To unlink the asset from the current ticket click “Unlink” in the Menu.

 

Modifying An Asset Within A Ticket

  1. Login to Jira and navigate to the needed ticket.
  2. Select the ticket for editing and expand its details.
  3. Hover over the input and click to enter a new value. The autosuggest option is available, you can easily select the necessary value from the list of matchings.  

Automated Ticket Creation via Workflow

  1. Login to Oomnitza and navigate to “Assets”, select “Workflow’ tab and click “Add” to create a new workflow. Enter Workflow name and description and click “+Add New” to complete creation.
  2. To configure triggering action click “Edit” on “Begin” block. Enter Block name and description, select a triggering action from the list,  specify rule criteria and click “Save” to complete configuring.
  3. To configure JIRA block find it in the Tools list and drag and drop it to Sandbox area, then click the “Edit” button. Fill in all the fields and click “Save”.
  4. Link the blocks and click “Validate” button to check if the workflow is configured correctly. If Validation log contains no records, click “Launch” button to save the workflow in Launched status or just “Save and close”.

 

If there are any records in the Validation Logs, you need to resolve them first, until no records left, then click “Launch” and “Save and close”.

 

Enabling the “Assets” Field

  1. Go to https://[INSTANCE].atlassian.net/secure/admin/ViewCustomFields.jspa
  2. Map JIRA Assets field to Oomnitza field while configuring integration to display it in Jira plugin.

 

How To Use “Assets” Field

  1. Login to Jira and navigate to a ticket
  2. Enter the value to the “Assets” field. You can type in the whole value or select from the matching variants suggested by the autocomplete option.
  3. Save

 

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

Oomnitza Jira Plugin (the 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, then this context is used to create and validate JWT tokens that are embedded in API calls.

Oomnitza Jira Plugin Server (JPS) generates JWT tokens for each request to Jira API.

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

 

The Plugin is authenticated to Oomnitza using Oomnitza user credentials. Jira user has to provide the correct credentials in 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 in browser storage authorization headers: Cookie and Oomnitza-session.

 

Authorization

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

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

 

Used scopes for Atlassian Connect apps

JPS uses Atlassian static authorization via scopes.

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

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. JPS retransfers all requests from the Plugin to corresponding Oomnitza instance.

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