Jira Service Management

This integration consists primarily of an application that is deployed within the Jira Service Management environment. This application was developed on Atlassian's next-generation Forge platform.

Installation and configuration requires checking the prerequisites, preparing Remote Support for the integration, installing and configuring the integration with Jira Service Management, and then configuring the integration within Remote Support.

Prerequisites

Before proceeding with the installation and configuration of the integration with Jira Service Management, it is important to ensure the appliance can send outbound events.

Network considerations

Your Remote Support appliance needs the ability to connect to a public URL that is generated as part of the app installation within Jira Service Management. Communication is in the form of secure HTTP traffic on TCP port 443. The purpose of this connectivity is to allow the appliance to send outbound events to the app or integration when specified events are triggered.

ℹ️

Note

For more information, see Outbound Events.

Create a Remote Support API account

The integration requires an API account for access to data on the Remote Support appliance. This is created before installing the application in Jira Service Management.

Verify the API is enabled

The BeyondTrust XML API must be enabled. The BeyondTrust Middleware Engine uses this feature to communicate with the BeyondTrust APIs.

Go to /login > Management > API Configuration and verify that Enable XML API is checked.

Create an OAuth API account

The API account is used from within JIRA Service Management to make API calls to Remote Support.

1. In /login, navigate to Management > API Configuration.
2. Click Add.
3. Check Enabled.
4. Enter a name for the account.
5. OAuth Client ID and OAuth Client Secret are used during subsequent steps when configuring the app in Jira Service Management.
6. Under Permissions, check Full Access for the Command API and the two permissions to Allow Access to Support (and Presentation) Session Reports and Recordings for the Reporting API.
7. Click Save at the top of the page to create the account

Configure Jira Service Management

Install application

The application is available from the Atlassian Marketplace as BeyondTrust Remote Support integration for Jira. All purchases are processed through Atlassian, and a free trial is also available if you'd like to give it a test drive first.

ℹ️

Note

For more information, see Installing Marketplace apps.

Configure application

1. Authenticate to your Atlassian environment as an administrator.

2. Click Apps > Manage apps.

3. In the left menu, click the BeyondTrust Remote Support app.

4. Toggle the option to Enable Integration.

5. Under General Settings provide the Appliance Hostname, OAuth Client ID, and OAuth Client Secret in the appropriate fields.

6. If using the Jump To feature, provide the name of the field from your Issue form which contains the Asset information in Asset Field Name.

7. If desired, toggle the option to Use Web Rep Console for Session Key and Jump To. Once enabled, the user can Jump to an asset using the web rep console.

8. Note the Outbound Event URL. This is required for later configuration in BeyondTrust Remote Support.

9. (Optional). If you wish to have the integration automatically generate issues for Remote Support sessions not associated with an existing issue, check the box to Enable Auto-Create and provide the Project Key and Issue Type you would like it to create. Also, if only certain unassociated sessions should trigger issue creation, a Trigger Value can be supplied and the integration creates an issue only if that value is present in the external key of the session.

ℹ️

Note

If using Trigger Value, see the Session Generation API documentation for more information on initiating sessions with a prepopulated external key.

10. (Optional). If automatic issue state transition based on exit survey results is desired, Enable Auto-Transition, select the desired survey type and provide the issue State, survey Question Name, and Response for which you wish to trigger automatic issue state transition. All auto-transition configuration values are case-insensitive but may not apply to all issue types.
11. Click Submit to save the configuration.

ℹ️

Note

For more information on how exit surveys can be configured in your Remote Support BeyondTrust Appliance B Series, see Customize the Uninstall Message and Exit Surveys.

Add permissions

While the app specifies and requests permissions to perform its functions, an additional step is necessary to ensure the requested permissions are granted.

1. Navigate to Settings > Jira Settings > Projects.
2. If there is more than one project available, select the appropriate project from the list.
3. In the left menu, click Project Settings.
4. Click Permissions.
5. Click to expand the Actions menu in the upper-right corner, and then click Edit permissions.
6. Click the link to edit the permissions for any of the permissions items.
7. In the Permission box, remove any permission already there and begin typing to add the following permissions to the box: Browse Projects, Create Issues, Add Comments, Service Project Agent, and Transition Issues.
8. Check the box for Application access and in the dropdown below, select Jira Core.
9. Click the Grant button.

Configure Remote Support

When the app is deployed and configured within Jira Service Management, complete the configuration within Remote Support.

Create outbound event

1. Navigate to /login > Management > Outbound Events.
2. In the HTTP Recipients section, click Add and name it Jira Integration or something similar.
3. Enter the Outbound Event URL for the web trigger. This was displayed on the Jira Service Management General Settings screen.
4. Scroll to Events to Send and check the following events:
   • Support Session End
   • Customer Exit Survey is Completed
   • Representative Survey is Completed
   • (Optional). Someone Joins a Support Session
5. Click Save.
6. The list of outbound events now contains the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error, which you can use to repair communication.

ℹ️

Note

The Someone Joins a Support Session event is optional. This event is needed only when using the Auto-Create functionality.

Create custom link

Under Rep Console > Custom Links, click Add to create a new custom link: URL: https:///browse/%SESSION.CUSTOM.EXTERNAL_KEY%, replacing with the hostname of your JIRA Service Management instance.

Use cases

Generate session key

Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that is automatically associated with the selected issue.

If, during configuration, Use Web Rep Console for Session Key and Jump To was enabled, generating the key opens the Web Rep Consolein a new tab.

If this option was not enabled, generating the key downloads a BRCS file and requires the Representative Console to be installed on the machine launching the URL.

Jump to an asset

If support staff need to initiate an unattended remote session to a system, this can be accomplished using the Jump To feature. As long as the Issue form has a field to contain the asset information, the integration will pull this value and attempt to match it with an existing Jump Item in the Representative Console. If a match is found, a session is automatically opens and is linked to the ticket from which the Jump was initiated.

Import BeyondTrust session data into an issue

Once the support session ends, the issue is automatically updated with information gathered during the session. The following information is posted as an internal note to the issue:

• Summary
• Customer
• Rep(s)
• Chat
• File Transfers
• Session Notes
• Recording Links
• Exit Surveys (Customer and Rep)

Access an issue from the representative console

Using BeyondTrust's custom links ability, a representative can access an associated issue directly from within the representative console. This saves time when searching for the issue in Service Desk and provides the rep with any issue details, history, or other context needed to help quickly resolve the issue.

Auto-issue creation

For previously unreported issues or questions, the end user can submit a simple issue description to immediately begin a support session. Meanwhile, the integration takes the submitted information from the session and creates a new Service Desk issue. This saves time and unnecessary steps for the end user and support staff.

Auto-issue state transition

Based on a specific customer or representative exit survey response, the integration can transition the issue to a specific state. For instance, if the rep survey contains a question asking whether the issue was resolved as part of the Remote Support session, when the representative responds appropriately, the issue can be closed.