3-7407-241-07. Integrate Service Management with Atlassian Jira.pptx

3-7407 SMAX Integration Management (V)ILT Module 7: Integrate Service Management with Atlassian Jira Objectives Get an overview of the example integration use cases between SMAX and Atlassian Jira Explain the out-of-the-box use cases in detail: Use case 1: Portal-bas...

3-7407 SMAX Integration Management (V)ILT Module 7: Integrate Service Management with Atlassian Jira Objectives Get an overview of the example integration use cases between SMAX and Atlassian Jira Explain the out-of-the-box use cases in detail: Use case 1: Portal-based Defect or Enhancement requests Use case 2: Change request to enhancement Use case 4: Incident/Request/Problem to defect Use case 3: Get status update Use case 5: Incident to Incident Describe how to setup the integration Setup a Jira Environment Prepare an integration user Setup the endpoint in SMAX Create an Integration for Jira in SMAX Configure the out-of-the-box scenarios for your Integration in SMAX Enhancement tracking Defect tracking Pull status updates Incident to Incident OpenText © 2024 All rights reserved 2 Objectives Configure a Webhook in Jira Use the scenarios Use case 1: Portal-based Defect or Enhancement requests Create a Support Offering Specify user options Define a task plan that invokes the appropriate Jira integration. Define default values to trigger the integration as per the task plan Configure a business rule to send additional comments from SMAX to Jira Use case 2: Change request to enhancement Add a Custom action button Configure a business rule based on the custom action button click to trigger the Jira integration Use case 3: Incident/Request/Problem to defect Configure a business rule based on incident assignment to an expert group to trigger the Jira integration Use case 4: Get status update Add a Custom action button Configure a business rule based on the custom action button click to trigger the Jira integration Use case 5: Incident to Incident Configuring a business rule based on incident assignment to an expert group to trigger the Jira integration OpenText © 2024 All rights reserved 3 Atlassian Jira Integration Overview OpenText © 2024 All rights reserved 4 Example use cases between SMAX and Atlassian Jira Portal-based Defect or Incident to Defect Incident exchange Enhancement requests integration OpenText © 2024 All rights reserved 5 SMAX to Jira enhancement tracking overview OpenText © 2024 All rights reserved 6 Use case 1: Portal-based Defect or Enhancement requests In this sample use case, end users who subscribe to a specific Business Service Application can report defects or request enhancements to the application by posting them via the SMAX Service Portal. You will follow the steps in the subsequent slides, which are performed by Eve, an employee who uses her company's eExpense application for expense tracking and reporting. Background: Eve is frustrated that expense reporting can only be done while logged on to the eExpense web application and wishes that her company would provide an enhancement to enable native mobile access for faster expense reporting. While Eve can post the enhancement request via the Portal, her company is tracking such application requests in a Jira system used by the application development team. However, the seamless integration with the Portal makes this internal detail transparent from Eve. OpenText © 2024 All rights reserved 7 Step 1: Service Portal Access Eve logs on to the Service Portal where she has access to a variety of self-service support features, such as catalog, knowledge, and subscription management for the applications she uses every day. OpenText © 2024 All rights reserved 8 Step 2: Submitting an enhancement request or defect – Option 1 Eve proceeds to get help from the Portal Virtual Agent, specifying that she would like to request an enhancement for eExpense. Based on the response from the virtual agent she can submit an enhancement request. OpenText © 2024 All rights reserved 9 Submitting an enhancement request or defect – Option 2 Subscriptions tab Eve can also raise an application defect or enhancement request by leveraging her subscriptions. The Subscriptions tab under Service and assets on Service Portal displays the subscription records based on the selected owner. If the subscription is associated with a CI, the CI information is also included in the subscription detail page. Service & Assets tab Displays the CIs whose owner is the selected owner. However, if there is a subscription for the CI and the subscriber is also the CI owner, the CI information is included in the subscription detail page from the Subscriptions tab instead of being listed in the Services & Assets tab. OpenText © 2024 All rights reserved 10 Submitting an enhancement request or defect – Option 2 Here you can see Eve accessing her list of Services & Assets where she can see her subscription to the eExpense application service listed. OpenText © 2024 All rights reserved 11 Submitting an enhancement request or defect – Option 2 Eve can drill down into the details of the application subscription and find a list of request offerings she can make against the eExpense application. She selects the link to report an enhancement against the service and submits a request. She could also use this method to raise a defect in case she needs to. OpenText © 2024 All rights reserved 12 Submitting an enhancement request or defect – Option 3 Another option is that Eve browses through the application category to find the offering to submit an enhancement request. In either case, the system assists by providing her with a dedicated request form designed for the application service to either request an enhancement or report a defect. OpenText © 2024 All rights reserved 13 Step 3: Jira enhancement created, and confirmation provided back to the user Until now Eve has engaged purely via the Self-Service Portal. However, as soon as her request is submitted, an automation flow creates the New Feature record in Jira behind-the-scenes. You can see here a Jira New Feature record that has been created to track the request. Since Eve indicated that the issue type is "Improvement", the Jira record created has been appropriately tagged according to Jira's various issue types that can be used to track the development backlog. OpenText © 2024 All rights reserved 14 Step 4: Status confirmation While the record creation in Jira happens behind the scenes, the Portal provides validation and confirmation back to Eve, letting her know that an enhancement record has been logged for review by the application development team. An enhancement ticket ID from Jira is even provided back to Eve so that she can use it for future reference. OpenText © 2024 All rights reserved 15 Step 5: Behind the scenes - association of the Jira ticket with the SMAX Request ticket At this point, the ownership of the enhancement has been passed over to the application team using Jira. The details of the association between the Jira New Feature and the SMAX Portal request have been logged as the record IDs of Jira and SMAX are made available on both the systems. SMAX Service Desk agents can find a direct reference to the related Jira New Feature that's tracking the potential work to enhance the application. Details about Jira's response in the creation of its New Feature record is recorded in the Request’s External assignment section. Note some specific fields of interest, such as: Remote ID: The Jira ID that's tracking the enhancement Remote status: The status of the Jira record (at that point in time) Remote system: The name of the system to integrate with URL: A URL that takes the agent directly to the Jira New Feature for tracking OpenText © 2024 All rights reserved 16 Use case 2: Change request to enhancement This use case describes how to create a new feature in Jira based on a Change request in SMAX. Within a change record, the change owner might want to create a new feature in Jira. To do so, the change owner can click the button Create New Feature.(custom action created in SMAX) The system will then create a new feature in Jira to track the requirement and put the details as external reference into the change record. OpenText © 2024 All rights reserved 17 Change request to enhancement – Jira View You can click the URL in the Change to open the record in Jira. The Change details as well as any additional comments if added are transferred to the Jira system. OpenText © 2024 All rights reserved 18 SMAX to Jira defect tracking overview OpenText © 2024 All rights reserved 19 Incident/Request/Problem to defect – SMAX View Within the Incident in SMAX, we track the following data from the Jira record: Remote ID: The Jira ID that's tracking the defect Remote status: The status of the Jira record (at that point in time) Remote system: The name of the system to integrate with URL: A URL that takes the agent directly to the Jira Issue for tracking. OpenText © 2024 All rights reserved 20 Incident/Request/Problem to defect – Jira View You can click the URL in the Incident to open the record in Jira. The Incident details as well as the additional comment added are transferred to the Jira system. OpenText © 2024 All rights reserved 21 Use case 4: Get status update To get the latest status of the Jira record reflected in SMAX, a custom action button Pull Jira Update can be configured. When the status of the Jira record is changed in Jira system, clicking the button in SMAX will show the new Jira status in the SMAX record. OpenText © 2024 All rights reserved 22 SMAX to Jira Incident exchange overview OpenText © 2024 All rights reserved 23 Use case 5: Incident to Incident use case In this use case, an incident originating from SMAX is exchanged with Jira Service Management. This use case is like the defect tracking one, just that an incident is created in Jira instead of a defect. OpenText © 2024 All rights reserved 24 Set up the Integration OpenText © 2024 All rights reserved 25 Setup a Jira Environment Before you start with this integration you need to setup the Jira environment A valid Jira subscription should be available You need to have an Atlassian account. You need to create a project with a template specifically designed for software teams. You need to generate an API key (Used in SMAX endpoint configuration) You need to add the required Issue types in Jira and configure the needed fields You need to export the root CA certificate from the browser as base64 encoded to a file. OpenText © 2024 All rights reserved 26 Create a Dedicated Integration user in SMAX Integration user can be created in Suite Administration Back-office portal. Once the user is created the tenant admin should assign the proper roles to access the required modules. Example: Incident Manager, Incident Analyst, and Incident Coordinator. The user must also have a role with the On-Premise Bridge/Integration Administrator permission. At a minimum, the role should have the following permissions or add the Tenant Admin role to grant general access. OpenText © 2024 All rights reserved 27 Setup the Endpoint in SMAX – Basic Authentication Field Value Create an endpoint using the Rest Executor Agent Select Agentless for a direct connection to Jira. 2.0 endpoint type Authentication type Select Basic Authentication. The Jira integration supports both basic Protocol Select https. Base URL Enter the base URL of the Jira system: authentication and OAuth 2.0 https:// authentication. You can choose the Username Enter the username of the integration user of the Jira system. authentication method according to your Password Enter the API token of the integration user of the Jira needs. system. This is not the user's password but instead the API If the endpoint uses the Basic token for the Jira user. Confirm password Re-enter the API token. Authentication authentication method and Certificate type Select X.509 doesn't use the OPB Agent, you will Certificate format Select PEM configure the endpoint with the details on Server certificate Open the root CA certificate file of the Jira system in a text editor, and then copy and paste the content to the right this field. If the content is invalid, an error occurs when you click Save in the next step. OpenText © 2024 All rights reserved 28 Setup the Endpoint in SMAX – OAuth 2.0 Authentication Field Value The OAuth 2.0 authentication method doesn't General Configuration section Agent Select Agentless for a direct connection to Jira. support OPB, and you can use only the Authentication type Select OAuth 2.0. Agentless mode. Protocol Select https. If the endpoint uses the OAuth 2.0 Base URL Enter the base URL of the Jira system: https://api.atlassian.com/ex/jira/. See the Jira documentation for how to obtain the cloud Id. endpoint with the basic details on the right Certificate type Select X.509. Certificate format Select PEM. Server certificate Open the root CA certificate file of the Jira system in a text editor, and then copy and paste the content to this field. If the content is invalid, an error occurs when you click Save in the next step. The certificate content must resemble the following. Enable email If you want the Integration Studio to send notification notification for token emails to integration administrators when the Integration expiration Studio's attempt to refresh the access token fails, select this checkbox. Recipients Select the users who will receive email notifications for token expiration. OpenText © 2024 All rights reserved 29 Setup the Endpoint in SMAX – OAuth 2.0 Authentication If the endpoint uses the OAuth 2.0 authentication method, you will also need to configure the Get token configuration section Field Value Grant Type Select Authorization Code. Client ID Enter the Client ID you copied when configuring the app in Jira. Client Secret Enter the Secret you copied when configuring the app in Jira. Authorization URL Enter https://auth.atlassian.com/authorize?prompt=consent. Redirect URL This field is read-only. You can copy the value of this field to the Callback URL field on the Authorization form when you configure the app in the Jira developer console. Token URL Enter https://auth.atlassian.com/oauth/token. Scope Enter the following codes: read:jira-work write:jira-work write:comment:jira write:comment.property:jira write:attachment:jira read:issue:jira offline_access. State Specify a value that is associated with the Jira user who must consent to the permissions for the Jira app you configured. This value can prevent malicious users from hijacking the authorization flow. For details, see the contents about the state parameter in the Jira documentation. Send client Id and secret Select In body. Content-Type This field is read-only. Advanced options Click Add, select Audience in the Key field, and then enter api.atlassian.com in the Value field. OpenText © 2024 All rights reserved 30 Endpoint in SMAX with Basic Authentication using https protocol OpenText © 2024 All rights reserved 31  Create an integration for Jira in SMAX Create a Jira integration record and configure the connector endpoint mapping. The Connector-Endpoint mapping should be as below: Connector: Jira (under Atlassian Jira) Endpoint: The endpoint created earlier using Rest Executor 2.0 endpoint type and Basic Authentication authentication type Configure the integration user Activate the integration. OpenText © 2024 All rights reserved 32  Create a Scenario for Jira in SMAX Configure one or more scenarios to define the business logic for forwarding tickets and synchronizing ticket updates to Jira. The Jira Software connector has four predefined scenario templates: Defect tracking Enhancement tracking Incident to Incident Pull status updates Note: Using templates will make the integration configuration easier than starting from scratch. If you don't select this option, you'll have to manually add your own logic, starting from a blank page. OpenText © 2024 All rights reserved 33 Configure the scenarios for your integration Use the following out-of-the-box scenarios for SMAX to Jira integration. The table below describes the actions required for each of the scenarios before you run the integration. Scenario name Actions required before using the scenario Enhancement tracking In the Default parameters rule at the start of the process logic, enter the details: Jira URL - The name of the Jira endpoint Issue type - The type of the issue to create in Jira Project - Your Jira project Optional: JiraInitialStatus RemoteSystem Defect tracking In the Default parameters rule at the start of the process logic, enter the details: Jira URL - The name of the Jira endpoint Issue type - The type of the issue to create in Jira Project - Your Jira project Optional: JiraInitialStatus RemoteSystem OpenText © 2024 All rights reserved 34 Configure the scenarios for your integration Use the following out-of-the-box scenarios for SMAX to Jira integration. The table below describes the actions required for each of the scenarios before you run the integration. Scenario name Actions required before using the scenario Incident to Incident In the Settings rule at the start of the process logic, enter the details: Jira URL - The name of the Jira endpoint RequestTypeId - The Id of the Request Type for the records to be created in Jira ServiceDeskId - The ID of the Service Desk where the records are created Optional: JiraInitialStatus RemoteSystem Issue type Pull status updates Optional: RemoteSystem OpenText © 2024 All rights reserved 35 Enhancement tracking Default parameters configuration Execution of the scenario starts JiraUrl, Issuetype and Project details of the Jira software are entered here Note: Jira record “New Feature” will be created for new enhancement requests OpenText © 2024 All rights reserved 36 Enhancement tracking Process logic – Rules and Actions Defines or prepares the data required for the integration. The Rule runs the action EMS API/Get record to get the entity (request, incident, change) record data from SMAX The Rule runs the action EMS API/Get record to check if an External Reference is already associated with the SMAX record If the external reference record does not exist, then the rule runs the action EMS API/Get record key to get the record Id of the External System with the name XIE-SYSTEM from SMAX. If the external reference record does not exist, then the rule runs the action EMS API/Manage record (single) to create the External Reference record using the External System record Id from the previous rule response and links it to the SMAX record. If a Jira New Feature record is already associated to the entity record in SMAX, then the rule runs the action JIRA REST API/Get issues to search and retrieve the related Feature record details from Jira, else the rule will be skipped from execution. This action is leveraging v2 of the JIRA REST API. OpenText © 2024 All rights reserved 37 Enhancement tracking Process logic - Rules and Actions Defines or prepares the data required for the integration In the Prepare data rule, the Mode is set to “update” or “create” based on whether a Jira Feature record is already associated to a SMAX record and if the Jira record already exists in Jira. If the Mode is ‘create’, the rule runs the action JIRA REST API/create issue to create a new Feature record in Jira, else the execution is skipped. The Jira record Id from the response is stored. If the creation of a New Feature record in Jira is a success, then this rule executes a block of rules nested inside, else it skips the entire block, and the execution moves to the rule Jira: Add comment OpenText © 2024 All rights reserved 38 Enhancement tracking Process logic - Rules and Actions In the Prepare data rule an attachment list is prepared based on the response from the SMAX: Get record data rule. If there are attachments found in the SMAX record, then a nested block of rules will be executed for each attachment. If there are no attachments the execution of the nested rules is skipped and the execution moves to the rule Jira: Add comment The nested rule runs the action Case Exchange API/Get attachment to retrieve an attachment in the SMAX record by specifying an FRS id. It runs in a loop as it iterates through each attachment in the record. One single attachment retrieved from the SMAX record as per the response from the previous rule will be added to Jira. The rule runs the action JIRA REST API/Add attachment for adding one single attachment to the Jira new Feature record directly. It runs in a loop until it uploads each of the attachment from the SMAX record. In the Output Data an array is defined to store the attachment upload result from each iteration of the previous rule that runs in the loop. Upon completion of the iteration execution moves to the next rule. OpenText © 2024 All rights reserved 39 Enhancement tracking Process logic - Rules and Actions If a new Feature record is successfully created in Jira, the rules runs the action JIRA REST API/Add comment to add the default comment and additional comments from SMAX to the Jira record. Whenever a new comment is added in the SMAX record, the rule runs to add the comment in the related Jira Feature record If a new Feature record is successfully created in Jira and the default comment is added successfully to the Feature record, the rule runs the action Case Exchange API/ Manage record to Execution of the scenario stops update the SMAX record with the external Jira Id, Status, System and URL information. In addition, it will also add a comment to the SMAX record with the Feature Id information. OpenText © 2024 All rights reserved 40 Defect tracking Default parameters configuration Execution of the scenario starts JiraUrl, Issuetype, and Project details of the Jira are entered here Note: Jira record type “Bug” will be created for issues and defects OpenText © 2024 All rights reserved 41 Defect tracking Process logic – Rules and Actions 1. Defines or prepares the data required for the integration. 0 2. The Rule runs the action EMS API/Get record to get the entity 1 (request, incident, change) record data from SMAX 3. The Rule runs the action EMS API/Get record to check if an 2 External Reference is already associated with the SMAX record 4. If the external reference record does not exist, then the rule runs 3 the action EMS API/Get record key to get the record Id of the External System with the name XIE-SYSTEM from SMAX. 4 5. If the external reference record does not exist, then the rule runs the action EMS API/Manage record (single) to create the External Reference record using the External System record Id from the previous rule response and links it to the SMAX record. 5 6. If a Jira Bug record is already associated to the entity record in SMAX, then the rule runs the action JIRA REST API/Get issues 6 to search and retrieve the related Bug record details from Jira, else the rule will be skipped from execution. This action is leveraging v2 of the JIRA REST API. OpenText © 2024 All rights reserved 42 Defect tracking Process logic - Rules and Actions 7 7. Defines or prepares the data required for the integration 8. In the Prepare data rule, the Mode is set to “update” or “create” based on whether a Jira Bug record is already associated to a SMAX record and if the 8 Jira record already exists in Jira. If the Mode is ‘create’, the rule runs the action JIRA REST API/Create issue to create a new Bug record in Jira, else the execution is skipped. The Jira record Id from the response is stored. 9 9. If the creation of a New Bug record in Jira is a success, then this rule executes a block of rules nested inside, else it skips the entire block, and the execution moves to the rule Jira: Add comment OpenText © 2024 All rights reserved 43 Defect tracking Process logic - Rules and Actions 10. In the Prepare data rule an attachment list is prepared based on the response from the SMAX: Get record data rule. If there are attachments found in the SMAX record, then a nested block of rules will be executed for each attachment. If there are no attachments the execution of the nested 10 rules is skipped and the execution moves to the rule Jira: Add comment 11. The nested rule runs the action Case Exchange API/Get attachment to retrieve an attachment in the SMAX record by specifying an FRS id. It runs in a loop as it iterates through each attachment in the record. 11 12. One single attachment retrieved from the SMAX record as per the response from the previous rule will be added to Jira. The rule runs the action 12 JIRA REST API/Add attachment for adding one single attachment to the Jira new Bug record directly. It runs in a loop until it uploads each of the attachment from the SMAX record. 13 13. In the Output Data an array is defined to store the attachment upload result from each iteration of the previous rule that runs in the loop. Upon completion of the iteration execution moves to the next rule. OpenText © 2024 All rights reserved 44 Defect tracking Process logic - Rules and Actions If a new Bug record is successfully created in Jira, the rules runs the action JIRA REST API/Add comment to add the default comment and additional comments from SMAX to the Jira record. 14 Whenever a new comment is added in the SMAX record, the rule runs to add the comment in the related Jira Bug record 15 If a new Bug record is successfully created in Jira and the default comment is added successfully to the Bug record, the rule runs the action Case Exchange API/Manage record to update the SMAX Execution of the scenario stops record with the external Jira Id, Status, System and URL information. In addition, it will also add a comment to the SMAX record with the Bug Id information. OpenText © 2024 All rights reserved 45 Pull Status Updates OpenText © 2024 All rights reserved 46 Pull Status Updates Process logic 1. No data needs to be defined or prepared for this scenario. 2. The Rule runs the action EMS API/Get record to get the External Execution of the scenario starts Process reference, in this case the associated Jira record Id from the SMAX record. 1 3. If an Octane record is already associated to the SMAX record based on the response from the previous rule, the rule runs the action JIRA 2 REST API/Get issue to retrieve the Status of the Jira record from ALM Octane. 3 4. The rule runs the action Case Exchange API/Manage record to update the latest status information of the Jira record in the External reference status of the SMAX entity, which will reflect in the External 4 assignment section of a SMAX record. Execution of the scenario stops OpenText © 2024 All rights reserved 47 Incident to Incident Settings configuration Execution of the scenario starts JiraUrl, ServiceDeskId, and RequestTypeId details of the Jira are entered here Note: Jira record type “Incident” will be created in Jira Service Management OpenText © 2024 All rights reserved 48 Incident to Incident scenario logic The only difference from the Defect tracking scenario rules is that the rules highlighted here runs the action Service Management API to achieve the same goal OpenText © 2024 All rights reserved 49 Webhook in Jira OpenText © 2024 All rights reserved 50 Listener – Trigger feature Listener feature in integration studio provides a mechanism to automatically trigger integration scenarios from external systems via a REST call. For each listener-enabled scenario, the integration engine exposes a webhook URL for external systems to call, and constantly listens for requests sent to the webhook URL. Once a request is received at the URL, the integration engine will authenticate the user data contained in the request, and if the authentication and various validations pass, it executes the scenario. With this you can now launch integrations totally independent of SMAX externally, and you can pass the JSON payload that the external product is providing and push it into the Integration where you have configured your listener, and from there you can use that JSON content, and prepare your data, and execute the required steps to run your integration. OpenText © 2024 All rights reserved 51 Create a Trigger in Jira using the Webhook URL To use listeners, the external system must have a mechanism (usually called webhook or callback) to push messages to a specified URL when certain events occur. The messages the external system sends must satisfy the following conditions: The messages must be sent with the HTTP POST method. If the message contains a payload, the payload must be JSON data, that is, the request must contain the content-type:application/json header. OpenText © 2024 All rights reserved 52 Use the scenarios OpenText © 2024 All rights reserved 53 Use case 1: Portal-based Defect or Enhancement requests Once the endpoint and the integration with scenarios is configured, the final step is about the business logic to trigger the integration. Hence for this use case to work a Catalog Offering with a Fulfillment Task Plan that invokes the appropriate Jira integration is needed. OpenText © 2024 All rights reserved 54 Portal-based Defect or Enhancement requests – User Options Specific user options will be added to collect information from the user as well as to store results provided back by Jira during its creation of an issue record. You can find the following options in the screens below: User option name Label Visibility Description Title_c Provide a short title User A portal facing option used to collect the user's issue title Description_c Provide a detailed description User A portal facing option used to collect the user's issue description Success_c Record created? Agent Indicates whether the record was successfully created in the ALM OpenText © 2024 All rights reserved 55 Portal-based Defect or Enhancement requests – Task Plan In this step, create a task plan that triggers the Jira integration. The full task plan will include a few automated tasks with a decision The first task creates the JIRA Issue. A condition task then checks whether the Jira Issue was successfully created. If it's a success, the subsequent tasks proceed to add a comment with results for the user and to mark the Request as fulfilled. If it's a failure, a manual task is created which needs to be handled. The request stays in fulfilment queue for manual intervention. OpenText © 2024 All rights reserved 56 Task 1: Create Enhancement in ALM System: The automated task triggers the Jira integration and runs the Enhancement tracking scenario to create the Jira New Feature record in Jira software. OpenText © 2024 All rights reserved 57 Task 2: Decision task The Decision task checks whether the Jira Issue was successfully created. This decision waits that the Integration Studio updates the "Success" user option in the request with the integration result. The Integration Studio will set "Yes" in case of success or "No" in case of failure. OpenText © 2024 All rights reserved 58 Task 3: Resolve Request The automated task to set the solution and completion code fields for closing the request OpenText © 2024 All rights reserved 59 Task 4: Manually manage the enhancement request The task to manually manage the request when the Jira issue creation fails OpenText © 2024 All rights reserved 60 Portal-based Defect or Enhancement requests – Default value In the default values section, define the values as required, but you must set at least a Service Desk group, a Service, and a Category to automatically move the request into the Initial Support phase, which then triggers the integration defined in the task plan. In addition, set the "Record created?" user option to "pending response" since the Integration logic for enhancement tracking scenario is checking this initial value. OpenText © 2024 All rights reserved 61 Portal-based Defect or Enhancement requests – Comments To send additional comments from SMAX to Jira, add the following business rule with a condition to the Request entity in Studio. The business rule means when : a comment is added, and the update is not coming from the integration user configured in the Integration Studio and there is a Jira record in the ExternalReference entity then the integration is triggered, and comments are sent to Jira. OpenText © 2024 All rights reserved 62 Use case 2: Change request to enhancement To create a new feature in Jira based on a Change request in SMAX, a custom action button Create New Feature can be configured. OpenText © 2024 All rights reserved 63 Change request to enhancement – Call Business rule Go to Processes and Rules to trigger the Integration Studio rule when the custom action is clicked. Add the business rule in the "After applying changes" event. To create a new Feature in Jira based on a Change request in SMAX the change owner can click the button Create New Feature. OpenText © 2024 All rights reserved 64 Use case 3: Incident/Request/Problem to defect To trigger this integration, you will create a business rule that triggers the integration based on your needs. To do this, go to your studio entity > Processes and Rules > After applying changes, and then add a new "Call Integration Studio" business rule. This Business rules means that the integration is triggered when: the Incident is assigned to the R&D group as expert group or a comment is added and the update is not coming from the integration user configured in the Integration Studio It is also possible to create enhancement requests via this method. OpenText © 2024 All rights reserved 65 Use case 4: Pull status updates To get the latest status of the Jira record reflected in SMAX, a custom action button Pull Jira Update can be configured. OpenText © 2024 All rights reserved 66 Pull status updates – Call Business rule Go to Processes and Rules to trigger a business rule when the custom action is clicked. Add the business rule in the "After applying changes" event. To Pull the latest status value of the Jira record from Jira software, the incident owner can click the button Pull Jira Update. OpenText © 2024 All rights reserved 67 Use case 5: Incident to Incident To trigger this integration, you will create a business rule that triggers the integration based on your needs. To do this, go to your studio entity > Processes and Rules > After applying changes, and then add a new "Call Integration Studio" business rule. This means that the integration is triggered when: the Incident is assigned to the Jira group as expert group or a comment is added and the update is not coming from the integration user configured in the Integration Studio You can add a similar business rule with your condition to trigger this integration. OpenText © 2024 All rights reserved 68 Review Questions OpenText © 2024 All rights reserved 69 Learning check question Jira supports which of the below authentication types as part of endpoint configuration? a. Basic Authentication b. No Auth c. Generic d. OAuth 2.0 e. SMAX OpenText © 2024 All rights reserved 70 Learning check answer Jira supports which of the below authentication types as part of endpoint configuration? a. Basic Authentication b. No Auth c. Generic d. OAuth 2.0 e. SMAX OpenText © 2024 All rights reserved 71 Learning check question The Jira Software connector provides which of the below scenario templates? a. Enhancement tracking b. Get Issue types c. Defect tracking d. Send Jira notification e. Pull status updates OpenText © 2024 All rights reserved 72 Learning check answer The Jira Software connector provides which of the below scenario templates? a. Enhancement tracking b. Get Issue types c. Defect tracking d. Send Jira notification e. Pull status updates OpenText © 2024 All rights reserved 73 Learning check question Which of the below integration engine feature provides a mechanism to automatically trigger integration scenarios and exposes a webhook URL for external systems to call? a. Run Scenario button b. Scheduler c. Listener d. Call Integration Studio business rule e. Workflow business rule OpenText © 2024 All rights reserved 74 Learning check answer Which of the below integration engine feature provides a mechanism to automatically trigger integration scenarios and exposes a webhook URL for external systems to call? a. Run Scenario button b. Scheduler c. Listener d. Call Integration Studio business rule e. Workflow business rule OpenText © 2024 All rights reserved 75 Summary This module covered the following topics: Getting an overview of the example integration use cases between SMAX and Atlassian Jira Explaining the out-of-the-box use cases in detail: Use case 1: Portal-based Defect or Enhancement requests Use case 2: Change request to enhancement Use case 4: Incident/Request/Problem to defect Use case 3: Get status update Use case 5: Incident to Incident Describing how to setup the integration Setting a Jira Environment Preparing an integration user Creating the endpoint in SMAX Creating an Integration for Jira in SMAX Configuring the out-of-the-box scenarios for your Integration in SMAX Enhancement tracking Defect tracking Pull status updates Incident to Incident OpenText © 2024 All rights reserved 76 Summary Configuring a Webhook in Jira Using the scenarios Use case 1: Portal-based Defect or Enhancement requests Creating a Support Offering Specifying user options Defining a task plan that invokes the appropriate Jira integration. Defining default values to trigger the integration as per the task plan Configuring a business rule to send additional comments from SMAX to Jira Use case 2: Change request to enhancement Adding a Custom action button Configuring a business rule based on the custom action button click to trigger the Jira integration Use case 3: Incident/Request/Problem to defect Configuring a business rule based on incident assignment to an expert group to trigger the Jira integration Use case 4: Keep exchanged records in sync Adding a Custom action button Configuring a business rule based on the custom action button click to trigger the Jira integration Use case 5: Incident to Incident Configuring a business rule based on incident assignment to an expert group to trigger the Jira integration OpenText © 2024 All rights reserved 77 Lab 7 The following exercise is provided in the form of demo videos due to external product dependency. Hence no hands-on lab available for this exercise. Integrate Service Management with Atlassian Jira OpenText © 2024 All rights reserved 78