Jira Service Management - Create Ticket
  • 19 May 2024
  • 7 Minutes to read
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Jira Service Management - Create Ticket

  • Dark
  • PDF

Article summary


This Enforcement Action replaces Jira - Create Issue, which was deprecated.

Jira Service Management - Create Ticket creates one incident in Jira Service Management for all of the assets retrieved from the saved query supplied as a trigger (or from the entities selected in the asset table).

See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

  • Details for all devices are included in the ticket message as well as the CSV.

  • Some environments may need to allow proxy access from the primary node to the hosted Jira instance. Additionally, the following domains may also need to be allowed:

    • http://api.atlassian.net/
    • https://automation.atlassian.com/

General Settings

  • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonius. You can change the name according to your needs.
  • Add description - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
  • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
  • Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
  • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

  • Use stored credentials from Jira Service Management (Service Desk) adapter - Select this option to use the Jira Service Management connected adapter credentials.
    • When you select this option, the Select Adapter Connection drop-down is available, and you can and you can choose which adapter connection to use for this Enforcement Action.

Required Fields

These fields must be configured to run the Enforcement Set.

  • Request description - Specify a description for the request.
  • Request summary - Specify a summary for the created issue.
  • Issue type - Indicate the issue type.
  • Service Management (Desk) key - Specify or select the desired project in Jira Service Management where the issue will be created.
  • Instance Name - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

Additional Fields

These fields are optional.

Connection Parameters

If Use stored credentials from the Jira Service Management (Service Desk) adapter is disabled, these fields are required:

  • Host Name or IP Address - The hostname or IP address of the Jira Service Management server.
  • Jira Service Management API version - Specify the Jira Service Management API version.
  • User name and API Token - The credentials to connect to Jira Service Management.
  • Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

  • HTTPS Proxy - Connect the adapter to a proxy instead of directly connecting it to the domain.

  • HTTPS Proxy User Name - The user name to use when connecting to the server using the  HTTPS Proxy.

  • HTTPS Proxy Password - The password to use when connecting to the server using the  HTTPS Proxy.

  • Use Cloud API - Select this option to explicitly specify that the enforcement should use the Cloud API instead of Jira Server API. When the user uses the cloud API the default host name or IP address should be https://api.atlassian.com. Even when left unselected, the action will attempt to use the cloud API if the domain specified is “api.atlassian.com”.

  • Use full URL - Select this option if the URL references to a specific endpoint. For example: https://my-jira.com/jira.

  • Assignee - Enter a user name or email address to which to assign the incident. It is recommended to use the user's email address.

  • Use assignee name instead of ID - When Assignee has a value, Jira Service Management will search for the assignee by username or email address, depending on which is entered. When not selected, enter the user ID in the Assignee field.

  • Labels - Comma separated labels that will be added to the tickets.

  • Components - Comma separated components that will be added to the tickets.

  • Custom fields (JSON format) - Custom fields to add to this incident described in JSON format.

    If a custom field is already configured by this Enforcement Action, the new custom value is ignored.

  • Send created issue link to webhook URL - Specify the webhook URL the created Jira Service Management issue link will be sent instead of Jira Service Management. Axonius will send the message specified in the Webhook content field to the specified webhook URL.

  • Webhook content - Specify the webhook content in JSON format. This content will be sent to the specified webhook URL.

    • The default content is: {"text": "Created issue link is:<<ISSUE_LINK>>"}
    • <<ISSUE_LINK>> - will include the Jira Service Management issue URL.
  • Add default incident description - Select whether to send the incident description to Jira Service Management.
    Message example:
    Alert - "test" for the following query has been triggered: Missing Sophos

    Alert Details
    The alert was triggered because: The number of entities is above 0
    The number of devices returned by the query:4
    The previous number of devices was:4

    You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos

  • Send CSV data

    • If enabled, the created issue will include an attached CSV file with the query results.
    • If disabled, the created issue will not include an attached CSV file with the query results.

Additional CSV Settings

  • Split by asset entities - Select to create a CSV file where each asset on a device is shown as a separate row. This separates each asset as the 'expand' option in the application. It separates each asset by its entity. For example, you will be able to know which values were fetched from each adapter connection. If you do not select this option, all values on a device are in the same cell on the CSV file.

  • Split by field values - Choose field value - For complex fields and lists you can create a CSV file where the values of complex fields and lists are represented as separate rows in the file. From the drop-down box select the value that you want to display in the file, 'Tags' for instance. Only fields that have been discovered are available. For example, if you export by Installed Software, you will be able to see each installed Software name and its version.

  • Don't split complex objects into columns - When selected, complex objects appear in a single column in JSON format. By default, each field in a complex object is split into a separate column in the CSV file.

  • Export CSV delimiter to use for multi-value fields (default: Export CSV delimiter to use for multi-value fields field under the System Settings section in the GUI Settings) - Specify a delimiter to separate between values within the same field of an exported CSV file, otherwise the delimiter defined in Export CSV delimiter to use for multi-value fields is used.

  • Maximum rows (default: 1048500) - Specify the maximum number of rows to be included in the CSV file. When you set a value here the generated CSV file will include the top x rows, based on the specified values. Otherwise, the generated CSV file will include the default maximum rows, set as 1048500. (note that this value is the maximum value supported by Excel, setting a higher value generates a file that can't be displayed fully or correctly in Excel)

  • Include associated devices (only for Vulnerabilities and Software) - For Software and Vulnerabilities queries. Toggle on this option to include the associated devices with the preferred hostname as a predefined field for each software or vulnerability. When you create a CSV file with associated devices (for Vulnerabilities or Software), if the exported query results are larger than the value set under Maximum rows (or the default value of 1048500), an appropriate notice is displayed at the end of the CSV file.

  • Device fields - This option is available for Software and Vulnerabilities. Select the device fields to add. By default Preferred Host Name is selected. Click add to select more fields. At least one field must be selected. Once you select fields, you can drag and drop to rearrange in the order that you want them to appear in the CSV file. Click the bin icon to remove a device field.


To perform this action you need to create a user with action privileges.

For more details about other Enforcement Actions available, see Action Library.

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