31. 07. 2023
Atlassian, Knowledge Management, Service Management
30. 06. 2020
Gabriele Cecco
NetEye, Service Management
Open a Ticket in Jira Service Desk Directly from NetEye 4? Piece of Cake!
Have you ever wanted to open a ticket in Jira Service Desk when NetEye 4 highlights a problem? Here’s a recipe for connecting NetEye 4 to Jira Service Desk Cloud.
PREPARATION TIME: About 20 minutes
DIFFICULTY: Easy
INGREDIENTS:
- A NetEye 4 instance
- A Jira Service Desk Cloud account
- Administrative access to both environments
STEPS:
First of all you will need to create a user in JSD that will let NetEye 4 open a ticket in Jira Service Desk. Give this user ticket creation permissions in the projects to which NetEye4 will have access.
After choosing the user in the Atlassian account, go to the Security section and create an API token, assigning a label that reminds you of the reason you want to use that token.
Follow this very important advice: Make sure you make a copy of your new API token, since you won’t be able to see this token again.
Next, create 2 text fields in JSD: the first one must be called icingaKey and the second one icingaStatus. To create these fields, go to Issue > Custom Fields > Create custom fields. Create them as a Text Field (single line) by giving it the name you chose above. Jira will ask you to associate the fields with the screens.
These fields are necessary for the integration to work and if you do not associate them with the screens, the contents will not be visible.
On Jira Service Desk you don’t have to do anything else. Just follow the instructions that my colleague Rocco wrote for NetEye 4 so you can open your first JSD ticket from NetEye 4.
Gabriele Cecco
Technical Consultant at Würth Phoenix
For several years I have been managing processes with trouble ticket systems. After having worked with some of those, EriZone impressed me for its features and flexibility, so I moved with my wife from Piedmont to South Tyrol to become part of the Würth Phoenix System Integration team as Technical Consultant. I spend my free time travelling, exploring my new neighborhood, or if I have to stay at home I binge-watch tv series.
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