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    Jira Service Management - Update Tickets
    • 26 Jan 2025
    • 3 Minutes to read
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    Contents

    Jira Service Management - Update Tickets

    • Updated on 26 Jan 2025
    • 3 Minutes to read
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    Article summary

    Jira Service Management - Update Tickets updates the relevant tickets for:

    • Assets matching the Enforcement Set query or assets selected on the relevant asset page. For example, if the action is triggered on asset type=Users, the action updates tickets linked to each user.
      • When the action is triggered on any asset type except Tickets (for example, Users), the enforcement action updates all tickets or the latest ticket linked to each asset resulting from the selected query, according to your selection in the Select Which Related Tickets To Update dropdown (see below).
      • When the action is triggered on asset type=Tickets, the action runs on all tickets resulting from the selected query. (The Select Which Related Tickets To Update dropdown is not relevant.)

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

    Note:

    Required Fields

    These fields must be configured to run the Enforcement Set.

    • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
    • 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 choose which adapter connection to use for this Enforcement Action.
      Note:
      To use this option, you must successfully configure a Jira Service Management (Service Desk) adapter connection.

    • Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

    Ticket Main Settings

    These fields are optional.

    • Ticket Status - Select a value for ticket status.

    • Ticket Assignee - Enter to whom the ticket is assigned.

    • Ticket Comments - Enter comments related to the ticket.

    • Select Which Related Tickets To Update - Relevant when this enforcement action runs on an asset category other than Tickets. Select one of the options:

      • All Related Tickets - Update all tickets linked to the main asset.
      • Last Created Ticket - Update the last reported ticket linked to the main asset.
      • Choose Specific Tickets - Update specific tickets based on their ticket IDs.
        • Ticket IDs to Update - From the dropdown that opens, select the IDs of the tickets to update.

    Ticket Additional Settings

    These fields are optional.

    • Map Axonius fields to adapter fields - Use the Field Mapping Wizard to map Axonius fields to fields in external systems. In this way you can transfer data found in Axonius into the external system as part of the configuration of relevant enforcement actions. The wizard shows you which fields exist on the Axonius system, allowing you to map them easily.

      Note:

      For details, see Axonius to External Field Mapping.

    Connection and Credentials

    These fields are optional.

    Connection and Credentials

    When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

    • Host Name or IP Address -The hostname or IP address of the Jira Service Management server.

    • Jira Service Management API version - The Jira Service Management API number.

    • User Name and API Token - The credentials for a user account that has the permissions to read and write.

    • Verify SSL (optional) - 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 (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.

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

    • HTTPS Proxy Password (optional) - 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 is using 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”.

    • Gateway Name - Select the Gateway through which to connect to perform the action.

    Additional Fields

    • Additional fields (json format) - Specify additional fields to be added as part of the incident as key/value pairs in a JSON format.

      • For example:

        {"field1": "value1", "field2": "value2"}

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


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