Connect Jira Service Management

Connect Jira Service Management so every Change that would move an approved design opens a change request there and waits for its approvals.

In short

Connect Jira Service Management once for the whole organization and name it in the Designer's change calendar. Every waiting Change then opens a request of your change type, and no one can approve the Change until its approvals are approved. {{brand}}'s own approval stays the record.

Before you start

• Who: someone who may manage the organization's connections.
• Plan: change-advisory approvals come with the Enterprise plan.
• First: an Atlassian account that may raise requests in the service project, its API token, and a change request type with approvals.

Where it lives

1. Open your organization, then Settings › "Connections", and press "Connect a change-advisory system".
2. Choose "Jira Service Management". Type the "Jira site", such as https://your-team.atlassian.net, and your "Account email".
3. Press "Check this step".

Sign in

1. Press "Open the token page", create an API token and paste it into "API token".
2. Open your change request form in the help center and paste its address into "Change request type" - or write the service desk id and the request type id as 3/25.
3. Press "Check this step": it signs in and reads the service project and the request type. Nothing is opened by a check.

Webhook

1. Press "Make the address and secret". Copy the address and the header line - the secret is shown only now.
2. In the service project open Project settings, Automation, Create rule, with the trigger Approval completed, and the action Send web request to the address.
3. Add the header line and put the request's key in the JSON body as issue, key.
4. Approve a test request to send a first delivery. Without a webhook, {{brand}} reads each request every few minutes.

Check and use

1. Press "Run the full check". Every step should say Passed; a step that failed names what to change.
2. Under "Where will you use it?" tick Designer.
3. Optional: under "Only these teams" tick the teams that may pick it. Leave it empty for everyone who may use those modules.
4. Check the "Name" and press "Finish". The connection shows under "Connections" with its health.

If a step fails

• A failed step names its code, what it means and what to change. The code's section of /help/settings/fix-a-company-connection says more.
• Change what the step says and press "Check again". The next step opens only when this one passes.
• Closing the wizard keeps every step that passed. Press "Continue setup" on the connection's row to go on where you stopped.