Creating an integration for Jira assets using the Jira Server plugin

By integrating with Jira Server, Oomnitza provides several functionalities that empower service desk agents by providing rich device context, allowing for quicker responses, easier investigation, and ultimately faster time to resolution for service desk tickets.

Navigation

Installing the Oomnitza plugin

Integrating Oomnitza with Jira

Using the integration

Viewing an Oomnitza asset in a Jira ticket

Modifying an Oomnitza asset in a Jira incident

Creating an automated ticket creation workflow

Disabling the plugin

Integration security

Installing the Oomnitza plugin

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

1. Navigate to the Atlassian Marketplace.
2. Search for Oomnitza for Jira Server and download the plug-in.
3. Log in to Jira as an administrator.
4. From the top navigation bar in your application, choose Settings.
5. Select Manage Apps.
6. Click Upload app.
7. Select the app file or enter the URL where the file can be found.

Configuring the Oomnitza plugin

1. In the Manage Apps menu, in the Other section, select Oomnitza Integration Setup.
2. Provide your Oomnitza System Name and your Oomnitza API access token. For further information, refer to Creating an API token.
3. Click Connect.
   
4. Choose one or more field mappings between Jira and Oomnitza
5. Click Next.
   
6. Choose which Jira project(s) to enable the integration with.
7. Select which field to display in the Oomnitza data panel header.
8. Enable/disable the display of each asset’s image in the data panel.
9. Choose the specific fields to display and if they are editable
10. Click Save. Your integration is active.
    

Using the Integration

The Oomnitza Jira server and data centre plugin for Jira assets provides you with the ability to:

• View an Oomnitza asset in a Jira ticket
• Modify an Oomnitza asset in a Jira incident
• Creating an automated ticket creation workflow

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 Data Panel on the right.
2. To view the asset details, click View in Oomnitza.
3. Click Menu to view the available actions
   • To link the asset to the current ticket click Link
   • To view asset details in Oomnitza without expanding the in plugin click Open.
   • To unlink the asset from the current ticket click Unlink.

Modifying an Oomnitza asset in a Jira incident

Prerequisites: The Oomnitza field must be defined as editable if you wish to update an Oomnitza field in Jira. You can verify this in Oomnitza by navigating to Assets > Customization, and selecting the field from the list. For further information, refer to Creating Custom Fields in Oomnitza.

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

1. Navigate to a ticket in Jira and click the Oomnitza Data Panel on the right.
2. 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.

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

Disabling the plugin

To disable the 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 Manage Apps.
4. Select the Oomnitza integration, and click Disable.

Jira Server 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 uses an integration secret (API access token) generated in Oomnitza for authentication.

To generate an Oomnitza API token (Configuration>Security>API tokens), you have to use a technical user with the following limited rights in Oomnitza:

Permission	Access Level	Description
Settings/Settings	WRITE	Read, create and revoke API access tokens. Read and change integrations mappings.

For further information, refer to Creating an API token.

Jira Server user authentication

To work with the plugin window the Jira Server user has to have an authenticated session. To have this authenticated session, the Jira Server user has to provide the correct credentials in the plugin window.

After authentication, Oomnitza creates and supports a standard user session.

The 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

After the plugin installation, the Jira Server admin goes to the add-ons setup page.

If Jira Server admin configures the plugin or mappings, the plugin checks that the Jira Server user role is an admin.

The Jira Server admin has to enter an integration secret (access token) and provide your Oomnitza instance system name on the Oomnitza integration setup page.

The API access token is embedded in API calls and allows for editing and viewing mappings in Oomnitza.

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

The plugin does not update the information in Jira Server, only in Oomnitza.

Connections

There is no direct connection between the plugin window and Oomnitza except authentication. Jira Server retransfers all requests from plugin window to the corresponding Oomnitza instance.

Jira Server ComponentAccessor is used by plugin window to receive tickets IDs and Oomnitza’s system name.

In addition, Jira Server ComponentAccessor is used by the plugin window to convert Jira user IDs into user emails to log in to Oomnitza.

The Plugin communicates with Jira via ComponentAccessor to read fields and comments for Jira tickets. This connection allows for seamless integration between user tickets and assets.

In other words, this connection allows the Plugin to send comments and fields from Jira to Oomnitza if the corresponding mappings are configured in Jira.

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

Direction	Protocol	Authentication
Jira Server to Oomnitza	*443: HTTPS POST/PUT/DELETE/GET  requests	API access token
Oomnitza Jira Plugin to Oomnitza via Jira Server	*443: HTTPS POST/GET  requests	Cookie and Oomnitza-session

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