Overview

By integrating ADManager Plus—a comprehensive IGA solution—with Jira Service Management Cloud, you'll be able to streamline and resolve identity management request tickets across multiple applications.

For instance, upon ticket creation, ADManager Plus can trigger actions—such as user provisioning, modifications, deprovisioning, etc.—in AD and other applications, along with updating the ticket status. This seamless integration enhances efficiency, ensuring that IT support actions are synchronized and expedited, ultimately leading to improved productivity and smoother workflows.

Authorization configuration

1. Log in to ADManager Plus and navigate to the Automation tab.

2. In the left pane, under Configuration, click Application Integrations.

3. Under Enterprise Applications, click the Jira Service Management Cloud tile.

4. Toggle the Enable Jira Service Management Cloud Integration button on.

5. In the Jira Service Management Cloud Configuration page, click Authorization.

6. Jira Service Management Cloud uses Basic Authentication to authorize API requests.

7. Provide the email ID used to login to your Jira instance as Username and API token as Password.

8. Click Configure.
   

Inbound webhook configuration

Inbound webhook enables you to fetch issue data from Jira Service Management Cloud to ADManager Plus. The pre-configured API allows you to import all the ticket information from your Jira instance. However, if you would like to selectively import Jira tickets, you can either modify the pre-configured endpoint, configure a new endpoint as per Jira's API references, or use Advanced Filters in automation. The attribute mapping configured in this section can be selected as the data source while configuring automation. To configure an inbound webhook for Jira Service Management Cloud:

1. Under Inbound Webhook, click Jira Service Management Cloud Endpoint Configuration.

2. In the Endpoint Configuration tab, an endpoint (Jira Software ISSUES ENDPOINT) comes pre-configured with Endpoint URL, API Method, Headers, and Parameters fields to fetch Jira tickets. If you would like to use this pre-configured endpoint, replace {cloudiD} with the cloud ID of your Jira Service Management instance in the Endpoint URL field. However, if you would like to use a new endpoint to import tickets of different categories, you can configure one using the + Add API endpoint button and filling in the required fields as per Jira Service Management Cloud's API references. Click here to learn how to configure a new endpoint.
   

• JQL parameter can be modified to filter the tickets based on status, type, or other details.
  

• Enter % to get a list of macro suggestions or click the % icon present at the end of fields to view all the macros and use them to configure the fields.

• Refer to Jira Service Management Cloud's API references and configure additional headers and parameters, if required. 
  

• The Message Type field can be customized as per your organization's needs. 

3. In the Settings tab, the Repeat Calling This Endpoint option has been enabled by default to repeatedly call the API until you get all the required data. The Repeat Call Configuration has been pre-configured to increase the startAT parameter value by 50 (this means it will fetch 50 tickets in each API endpoint call). 
   

4. In the Repeat Call Criteria field, the condition has been pre-configured to repeat the API call until the response has no issues.
   

5. Once done, click Test & Save. A response window will display all the requested parameters that can be fetched using the API call. Click Proceed.

• Refer to Jira Service Management Cloud's API references to know which Parameters need to be configured to fetch only the specific tickets.

6. Click + Add New Configuration and perform the following:
   

• Enter the Configuration Name and Description, and select the Automation Category from the drop-down menu.

• In the Select Endpoint field, select the desired endpoint and a Primary Key that is unique to a user (e.g. employeeIdenifier).

• In the Attribute Mapping field, select the attribute from the LDAP Attribute Name drop-down menu and map it with the respective column in your Jira Service Management Cloud instance.

7. Click Save.
   

Information: If you want to update the changes made in AD using ADManager Plus to your Jira Service Management Cloud instance, set up the outbound webhook configuration as given in the following section.

Outbound webhook configuration

Outbound webhooks enable you to create, update, and close your Jira Service Management Cloud tickets from ADManager Plus. The webhooks configured in this section can be included in Orchestration Templates, which in turn can be used during event-driven and scheduled automations.

Prerequisite

The issue ID fetched from Jira Service Management Cloud must be mapped with the respective user in AD to perform any management actions on the Jira tickets using ADManager Plus' outbound webhooks.

You can use the existing outbound webhooks to update the tickets, or if you wish to include more actions, you can add more API endpoints by following the steps provided below:

1. Under Outbound Webhook, click Jira Service Management Cloud Webhook Configuration.

2. Click + Add Webhook.

3. Enter a name and description for this webhook.

4. Refer to Jira Service Management Cloud's API references and decide on the action that has to be performed and the headers, parameters, and other requirements that will be needed.

5. Select the HTTP method that will enable you to perform the desired action on the endpoint from the drop-down menu.

6. Enter the endpoint URL.

7. Configure the Headers, Parameters, and Message Type in the appropriate format based on the API call that you would like to perform.

8. Click Test and Save. A pop-up window will then display a list of users and groups.

9. Select the desired Jira users and groups over which this API request has to be tested and click OK. This will make a real-time call to the endpoint URL, and the selected objects' values will be updated in your Jira Service Management Cloud instance.

10. A pop-up window will then display the webhook response and request details. Verify them for the expected API behavior and click Save.