Jira Service Management
  • 21 Nov 2023
  • 5 Minutes to read
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Jira Service Management

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Article Summary

Jira Service Management (Service Desk) enables to receive, track, manage, and resolve requests from customers.
Use to fetch assets from the Jira Insight platform. This is intended to be used with Jira Service Management.

In order to correlate data correctly in Axonius define the following fields in your system as follows:

Field NameAccepted Field Name(s) in Jira
MAC AddressMAC, Mac Address, MAC Address, mac address
IP AddressIPs, Ip Address, IP Address, ip address


Types of Assets Fetched

This adapter fetches the following types of assets:

  • Devices
  • Users
  • Tickets

Parameters

  1. Host Name or IP Address (required) - The hostname or IP address of the Jira Service Management (Jira Service Desk) server.

  2. Jira Service Management API version - The version type. The default value is 1.0

  3. User Name and API Token (required) - The credentials for a user account that has the permissions to fetch assets. Note: The API Token is not the same as the Admin Key.

  4. Verify SSL - Select whether to verify the SSL certificate offered by the value supplied in Host Name or IP Address. For more details, see SSL Trust & CA Settings.

  5. HTTPS Proxy (optional) - A proxy to use when connecting to the value supplied in Host Name or IP Address.

  6. HTTPS Proxy User Name (optional) - The user name to use when connecting to the value supplied in Host Name or IP Address via the value supplied in HTTPS Proxy.

  7. HTTPS Proxy Password (optional) - The password to use when connecting to the value supplied in Host Name or IP Address via the value supplied in HTTPS Proxy.

  8. Use Cloud API - Use this option to add support for cloud-based installations of Jira Service Management (Service Desk) with Jira Insight. When using the cloud API, the default host name or IP address is: https://api.atlassian.com

  9. Workspace IDs (optional) - Enter an optional list of Workspace IDs to use. If no Workspace IDs are entered, the adapter queries the configured hosts for all Workspace IDs.

To learn more about common adapter connection parameters and buttons, see Adding a New Adapter Connection.

JiraServiceManagementCloudConfigN

Jira Service Management Settings for Cloud


JiraServiceManagementOnPremN

Jira Service Management Settings for On Prem


Advanced Settings

Note:

Advanced settings can either apply for all connections for this adapter, or you can set different advanced settings and/or different scheduling for a specific connection, refer to ​Advanced Configuration for Adapters.

  1. Filter object types (optional) - Enter a comma-separated list of objects that the client wants to fetch, for example 'Servers, laptops, desktops'. Then only these object types are fetched.

  2. IQL query - Enter a query in IQL format that will override the query. This also overrides the previous field (Fetch object types).

  3. Use asset name for hostname - Select this option to use the asset name for the hostname if the hostname doesn't exist.

  4. Specify Users object types - Enter a comma-separated list of objects to parse as users, for example: ‘Employees’.

  5. Custom Schema Entry (JSON) (Custom devices schema, Custom users schema) - Use these settings to add a JSON file to fetch information from one object to another. Refer to Using Custom Schema Entries to add a JSON file toFetch Information from One Object to Another for details of how to configure these fields.

  6. Fetch EC Action ticket updates - Select this option to configure the adapter to fetch updates on Jira Service Management tickets created using the Jira Service Management - Create Issue or Jira Service Management - Create Issue per Asset enforcement actions.

    The updated ticket information is stored in Axonius and can be displayed in the Tickets table of each relevant asset (user, device).

  7. Exclude devices with the following statuses - Enter a comma separated list of statuses. Devices with one of these statuses will not be ingested into the system.


Note:

To learn more about Adapter Configuration tab advanced settings, see Adapter Advanced Settings.



Object Names
Object names in Axonius are set according to the following parameters:

  • The naming attribute in Jira. This is the attribute of the Jira object set as a label attribute (could be an attribute called 'green').

or

  • The 'Name' attribute in the Jira object.

or

  • The 'objectKey' of the Jira object.
    in this order.

Using Custom Schema Entries to Add a JSON File to Fetch Information from One Object to Another

You can use Custom devices schema, Custom users schema to add a JSON file to fetch information from one object to another. For instance from a source. For instance to enrich a laptop with information from another object. You can add more than one JSON file.
The JSON file must be of the format:

{
        “type”: “link”,
        “link_type”: “reference”,
        “source_table”: “Manufacturer”,
        “source_field”: “Software”,
        “destination_table”: “Software”,
        “linked_record_identifier”: “objectKey”,
        “destination_table_fields”: [“Type”, “Vendor”],
        “destination_table_query”: “objectTypeId=5"
}



  • link_type - The only supported type is reference.
  • source_table - The type of the source object type in jira. This is the table that will be enriched from the data in the destination_table.
  • source_field - The attribute of the object type from which the values should be brought. Enrich the contents of the source_table which has the same name as the value of the source_field in the destination_table, with the contents of the destination_table field.
  • destination_table - The destination object type in jira from which the data will be imported.
  • linked_record_identifier - the cname of the attribute that identifies the object.

All of the above are mandatory.

  • destination table fields (optional) - List of fields to bring from the source - if no fields are listed, then all fields are brought.
  • destination_table_query (optional) - IQL Jira query to run when searching for the destination object.

It is not necessary to list all of the source tables, instead of listing all source_tables, it is possible to write “$ROOT” in the “source_table” field.

“type”: “link”,
    “link_type”: “reference”,
    “source_table”: “$ROOT”,
    “source_field”: “Owner”,
    “destination_table”: “User”


For instance if the source table contains the field "owner" then the system fetches the object of the sort "user" for all of the tables. This will populate associated users for all source objects that have the field "owner".

APIs

Axonius uses the Get AQL Objects API.

Version Matrix

This adapter was only tested with the versions marked as supported, but may work with other versions. Contact Axonius Support if you have a version that is not listed, which is not functioning as expected.

VersionSupportedNotes
JIRA Service Desk 3.6.2Yes
docs.atlassian.com/jira-servicedesk/REST/3.6.2/Deprecated


Supported From Version

Supported from Axonius version 4.5


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