Jira Service Management (Service Desk) Fetch Tickets

Jira Service Management (Service Desk) is a project management tool that helps software development teams plan, track, and release software.

Asset Types Fetched

Tickets

Before You Begin

APIs

Axonius uses the The Jira Cloud platform REST API(/rest/api/2/search with JQL) to fetch tickets.

Minimum Scope Sets

The following minimum scope sets are required to use the adapter:

read:issue:jira
read:field:jira

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Note

Child work items and differential fetch do not require additional scopes.

Supported From Version

Supported from Axonius version 6.1

Connecting the Adapter in Axonius

Using Scoped Credentials

This adapter detects and supports four credential modes based on the field values provided. The credential mode is determined automatically - no need to configure any additional settings in the adapter's Add Connection screen.

The credential mode is auto-detected based on the following decision tree (evaluated top-to-bottom):

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Notes

• Mode 1 is for on-prem/server installations.
• Modes 2, 3, and 4 use granular scoped credentials and require specific OAuth scopes - classic scopes such as read:jira-work or write:jira-work are not sufficient. The OAuth app or service account must be granted the specific granular scopes listed in the relevant minimum scope set.
• Mode 5 uses classic API tokens where scopes are not applicable.

Prerequisites

• The scoped API base URL is (https://api.atlassian.com/ex/jira/<cloudId>/rest/...
• "Fetch Comments" does not require the read:comment:jira permission - comments are explicitly excluded from API responses by the adapter (fields: ["*all", "-comment"]).

How to configure each mode in the Axonius interface

Each credential mode requires different values for the Axonius fields when connecting the adapter:

Mode 2: OAuth 2.0 Client Credentials (Service Account)

• The adapter will automatically fetch a Bearer token from https://auth.atlassian.com/oauth/token.
• Token has a 1-hour TTL and is refreshed automatically.

Mode 3: Service Account Scoped API Token

Mode 4: Scoped API Token (Pre-configured URL)

Mode 5: Classic API Token (Default Behavior)

Connection Parameters - Axonius Interface

Required Parameters

1. Host Name or IP Address, User Name and API Token - See Using Scoped Credentials for information on the different authentication methods and the values required for each of these fields.

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   Note

   The API Token is not the same as the Admin Key. For information on how to create an API Token, see Manage API tokens for your Atlassian account.

2. 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.

Optional Parameters

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Note

The Workspace IDs optional parameter is inherited from the Jira Service Management adapter and is not relevant to this adapter. You can leave this field empty.

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

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

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

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

5. Use Cloud API - Use this option to add support for cloud-based installations of Jira Service Management (Service Desk) with Jira Insight.

6. Workspace IDs - 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.

Advanced Settings

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Note

Advanced settings can either apply to all connections for this adapter, or to a specific connection. Refer to Advanced Configuration for Adapters.

1. JQL (optional) - Enter JQL code that will manually override the JQL query.

2. Custom fields to show in basic view (Tickets) (Custom Schema Entry (JSON)) - Use these settings to add JSON text that represents the SNAP structure to parse the raw data field to basic view in the GUI. Refer to Using Custom Schema Entries to Add JSON Text to Show in Basic View for examples of SNAP structures.

3. Custom Parsing - see Adapter Custom Parsing for more information on this capability.

4. Fetch Child work items for Epic tickets (default: disabled)- Enable this option to fetch child work items (i.e., epic links) for each epic ticket.

5. Enable real-time asset updates (Supported events: New Tickets) (default: disabled) - For {{variable.IDM}} only. When enabled, fetches newly created tickets after the last successful fetch run. If the JQL field is not empty, ' AND created > -{last_run}m' is appended to 'JQL'. When a new ticket is created, this enabled option causes the adapter to trigger a Jira Ticket Created event.

6. Fetch EC Action ticket updates - Select this option to fetch ticket updates from the ticketing system for tickets that were created by Axonius EC actions.

Using Custom Schema Entries to Add JSON Text to Show in Basic View

You can use custom schema entries to add JSON text to show in basic view. Use the plus sign to add an entry to each field.

Enter fields in the following JSON format:

[
  {
    "label": "Asset ID",
    "raw_field": "asset_id",
    "field_type": "str"
  },
  {
    "label": "Updated at",
    "raw_field": "updated",
    "field_type": "datetime"
  }
]

Custom field example:

    {
    "label": "My Title",
    "raw_field": "fields/customfield_10907/value",
    "field_type": "str"
  }

• label - The name for the field you want to appear in the basic view.

• raw_field - The name of the field as it appears in JSON format on the Adapter Connections page of the Asset Profile (or Advanced view table). The following is the raw_field breakdown: fields / fieldID / childelementkeyname literal “fields” / field Identifier from Asset JSON View / Key Name of Child Element

• field_type - The field type as it appears in JSON format. The following field types are supported. int, string, datetime, float, bool. You can write them in the following ways:

  'int', 'string', 'str', 'date', 'datetime', 'float', 'bool', 'boolean'.

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Note

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