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.
How To Install
Getting started with the Jira plugin is easy:
- Navigate to the Atlassian Marketplace (https://marketplace.atlassian.com/)
- Search for “Oomnitza for Jira Server” and download the plug-in to your local system
- Login to Jira and navigate to “Administration —> Add-ons —> Manage apps”
- Click “Upload app”
- Click “Choose File” and select the plug-in you downloaded in step 2
- Click “Upload” to install the plug-in
How To Configure
- Click “Oomnitza Integration Setup”
- Provide your Oomnitza system name and Oomnitza API access token
- Click “Connect”
- Choose one or more field mappings between Jira and Oomnitza
- Click “Next”
- Choose which Jira project(s) to enable the integration with
- Select which field to display in the Oomnitza data panel header
- Enable/disable the display of each asset’s image in the data panel
- Choose the specific fields to display and if they are editable
- Click “Save” and your integration is active
Using the Integration
Viewing Rich Asset Context Within A Ticket
- Login to Jira and navigate to the needed ticket. The list of associated assets is displayed on the right.
- Expand asset details to view them.
- You can view the asset details in Oomnitza by click on the “View in Oomnitza” button.
- Click Menu to view available actions: Open, Link.
- To link the asset to the current ticket click “Link.”
- To view asset details in Oomnitza without expanding the in plugin just click “Open”.
- To unlink the asset from the current ticket click “Unlink” in the Menu.
Modifying An Asset Within A Ticket
- Login to Jira and navigate to the needed ticket.
- Select the ticket for editing and expand its details.
- 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
- 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.
- To configure triggering action, click “Edit” on the “Begin” block. Enter Block name and description, select a triggering action from the list, specify rule criteria and click “Save” to complete configuring.
- To configure the JIRA block find it in the Tools list and drag and drop it to the Sandbox area, then click the “Edit” button. Fill in all the fields and click “Save”.
- Link the blocks and click the “Validate” button to check if the workflow is configured correctly. If the Validation log contains no records, click the “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”.
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.
Oomnitza Jira Plugin (the Plugin) uses integration secret (API access token) generated in Oomnitza for authentication.
To generate Oomnitza API token (Settings/API), you have to use a technical user with the following limited rights in Oomnitza:
Read, create and revoke API access tokens.
Read and change integrations mappings.
Jira Server user authentication
To work with plugin window Jira Server user has to have an authenticated session. To have this authenticated session, Jira Server 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 from Oomnitza and stores in browser storage authorization headers: Cookie and Oomnitza-session.
After the Plugin installation, 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.
Jira Server admin has to put integration secret (access token) and provide your Oomnitza instance system name on the plugin setup page (Oomnitza Integration Setup page).
API access token is embedded in API calls and allows editing and viewing mappings in Oomnitza.
Authenticated Oomnitza Jira Plugin has the same level of permissions as corresponding Oomnitza user and sends authorization headers with each request.
The Plugin does not update the information in Jira Server, only in Oomnitza.
There is no direct connection between the plugin window and Oomnitza except authentication. Jira Server retransfers all requests from plugin window to 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:
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.