JIRA Service Desk¶
With the JIRA Service Desk modules in Ibexa Connect, you can watch, create, search and retrieve the customer request, add comments to a customer request, and add temporary attachments to a service desk in your JIRA Service Desk account.
To get started with the JIRA Service Desk create an account at atlassian.com.
Note
The module dialog fields that are displayed in bold (in the Ibexa Connect scenario, not in this documentation article) are mandatory!
Connect JIRA Service Desk with Ibexa Connect¶
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Log in to your Ibexa Connect and add a module from the JIRA Service Desk into a Ibexa Connect scenario.
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Click Add next to the Connection field.
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In the Connection name field, enter a name for the connection.
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In the Cloud Name field, enter your account cloud name. For example, if your account access URL address is
https://xyz.atlassian.net/, then your cloud name isxyz. -
Click Continue.
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Confirm the access by clicking Accept.
You have successfully connected the JIRA Service Desk app with Ibexa Connect and can now build scenarios.
Triggers¶
You can watch the customer requests using the following module.
Watch Customer Requests¶
Triggers when a new customer request has been created.
Required Permissions: read:servicedesk-request
Cloud ID |
Select or map the Cloud ID whose customer requests you want to watch. |
Limit |
Enter the maximum number of results Ibexa Connect should return during one scenario execution cycle. The default value is 2. |
Expand |
Select or map the parameters to expand in the results:
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Actions¶
You can create, retrieve, and add comments to the customer requests, call APIs, and add temporary files to the customer requests.
Create a Customer Request¶
Creates a new customer request.
Required Permissions: write:servicedesk-request, read:servicedesk-request, manage:servicedesk-customer
For more information on permissions and scopes, see the Create a Customer Request documentation.
| Cloud ID | Select or map the Cloud ID for which you want to create a customer request. |
| Service Desk ID | Select or map the Service Desk ID in which you want to create the customer request. |
| Request Type ID | Select or map a Request Type ID. For example, request a new account. |
| Summary | Enter (map) the brief summary of the request. |
| Attachments | Add any attachments relevant to the request in JSON format. |
| Description | Enter (map) the customer request details. |
| Request Participants | Select or map the customers to participate in the request. |
| Raise on Behalf Of | Select or map the Account ID of the customer for whom the request is being raised on behalf. |
Get a Customer Request¶
Returns a specified customer request.
Required Permissions: read:servicedesk-request
Cloud ID |
Select or map the Cloud ID whose customer request details you want to retrieve. |
Select Customer Request by |
Select the option to choose customer request:
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Customer Request ID |
Select or map the Customer Request ID whose details you want to retrieve. |
Customer Request Key |
Select or map the customer request key whose details you want to retrieve. |
Expand |
Select or map the items to expand from the list in the results. |
Add a Comment on a Customer Request¶
Adds comment on a specified customer request.
Required Permissions: write:servicedesk-request, read:servicedesk-request
Cloud ID |
Select or map the Cloud ID to whose customer request you want to add a comment. |
Select Customer Request by |
Select an option to choose the customer request:
|
Customer Request ID |
Select or map the Customer Request ID to which you want to add a comment. |
Customer Request Key |
Select or map the customer request key of the customer request to which you want to add the comment. |
Body |
Enter (map) the comment text. |
Public |
Select whether you want to make this comment public. |
Make an API Call¶
Performs an arbitrary authorized API call.
Cloud ID |
Select or map the Cloud ID to make an API call. |
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URL |
Enter a path relative to | For the list of available endpoints, refer to the JIRA Service Desk API. |
Method
Select the HTTP method you want to use:
GET
to retrieve information for an entry.
POST
to create a new entry.
PUT
to update/replace an existing entry.
PATCH
to make a partial entry update.
DELETE
to delete an entry.
Headers
Enter the desired request headers. You don't have to add authorization headers; we already did that for you.
Query String
Enter the request query string.
Body
Enter the body content for your API call.
Example of Use - Get customer requests¶
The following API call returns all the requests from your JIRA Service Desk:
URL:
/request
Method:
GET
Matches of the search can be found in the module's Output under Bundle > Body > values. In our example, 10 requests were returned:
Add a Temporary File¶
Adds a temporary attachment to a service desk, which can then be permanently attached to a customer request.
Required Permissions: write:servicedesk-request, read:servicedesk-request
Cloud ID |
Select or map the Cloud ID to which you want to add a temporary File. |
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Service Desk ID |
Select or map the Service Desk ID to which you want to add a temporary File. |
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File |
Enter the details of the attachment.
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Searches¶
You can search the customer requests using the following modules.
Search Customer Request¶
Searches for customer requests.
Cloud ID |
Select or map the Cloud ID whose service desk's customer requests you want to search. |
Service Desk ID |
Select or map the Service Desk ID whose customer requests you want to search. |
Request Type ID |
Select or map the Request Type ID of the customer requests you want to search. |
Request Ownership |
Select the request ownership type to filter the search results:
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Search Term |
Enter (map) a term to filter the requests that match the specified term. |
Request Status |
Select the status of the request you want to search:
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Expand |
Select or map the parameters to expand in the search results. |
Limit |
Set the maximum number of customer requests Ibexa Connect will return during one execution cycle. The default value is 10. |