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Bugzilla Integration

NetHelpDesk can create a bug in Bugzilla and link a request to that bug.

1. Setting up the integration:

From the NetHelpDesk windows client go to N > Setup > Main Configuration > Change Management.

Bugzilla Integration 1

From the change management menu, click on Bugzilla. This will start the set up process. This can also be accessed via N > Setup > Main Configuration > Integrations.

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A dialog box will be displayed asking for your Bugzilla URL. This will need to be the address used to access the home page of your Bugzilla instance. (For this example, we are using Paste this URL into the text box when asked, and click ok.

Bugzilla Integration 3

The following screen will request an API Key from Bugzilla. The screen will load the page in which you can obtain this API key on your Bugzilla instance provided the URL was entered correctly, otherwise the API key can be created from *your Bugzilla url*/userprefs.cgi?tab=apikey.

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Login with your Bugzilla account email address and password. Note that each Technician wanting to post to Bugzilla will need their own API key, but this will be covered later. Uncheck “Restrict this session to this IP address” checkbox, as if your ip address changes for whatever reason and you have the session restricted you will need to remove the API key from NetHelpDesk and re-validate.

When logged in, the API key settings in Bugzilla will show. Check “Generate new API Key” and enter a description. Select submit to create the API Key for NetHelpDesk.

Bugzilla Integration 5

Your API key will now be in the table of API keys. Copy this, and paste it into the API key box at the bottom of the form. Click the “Continue” button to continue.

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Now you will be asked whether you want to sync Products, Components and Versions. In order to create a bug in Bugzilla from NetHelpDesk, the Product, Component and Version all have to match a value in Bugzilla. Select Yes to import these, unless you want to set these up manually. These can be configured from N > Setup > Main Configuration > Change Management > Products.

If you have not set up any products in NetHelpDesk yet, you will be asked to choose a default when importing. Once completed, you will be shown how many of these were imported.

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This completes the initial setup. You will now be taken to the Bugzilla setup screen where the options you have chosen and be changed if needed.

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2. Extra Configuration in Bugzilla:

When creating a bug in Bugzilla, Priority, Severity, Platform and Operating system are normally mandatory. As NetHelpDesk doesn’t set these values when posting, defaults will need to be set for each of these. This can be done in the Bugzilla administration area. (This might have already be done for your Bugzilla instance.)

While logged in as an administrator, go to “Administration” > “Parameters” > “Bug Fields”. This page will allow you to choose values for defaultpriority, defaultseverity, defaultplatform and defaultopsys. Ensure that none of these are empty, and then select Submit to Save.

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3. Fields and Actions in NetHelpDesk:

In order to create a bug from NetHelpDesk, we need to configure an Action with the system use “Create Bug”. This can be done in N > Setup > Main Configuration > Actions, with either an existing or new action.

You will need to ensure that the following drop down is set to Create Bug:

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The next thing we need to configure is the Product, Component and Version fields. Each of these fields needs to be populated in order to post to Bugzilla, so we need to make these available.

They can be added to the field list for a Request Type which will mean they appear on the New Request and Request Details screens, or to any Action, where they will appear on the New Action screen. You can add these fields to whichever you actions/request types you like to make them fit into your workflow. In this example they will be added to a Request Type and the Create Bug action which was just created.

To add these fields to an action, on the edit action screen where we just changed the system use for an action, select the field list button.

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On the next screen drag and drop the Product, Component and Version fields from the left-hand list to the right-hand list.

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To add to a Request Type, go to Main Configuration > Requests > Request types, select a Request Type and choose Field List.

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Similar to the actions field list, on the next screen drag and drop the Product, Component and Version fields from the left-hand list to the right-hand list.

For wherever you have chosen to add these fields, test that they appear. You will notice that update Product will update Component and Version. For this reason it is recommended that all three fields are added to the same place, not just one or a selection of them.

4. Using the integration to create a bug in Bugzilla:

Now that everything is configured, we can create a bug in Bugzilla from NetHelpDesk. On a Request select your new Create Bug action. This will open the New Action screen. Complete the form as normal and select Save/Send.

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Please note that by this point the Product, Component and Version fields must be populated with a value from Bugzilla.

If you are logged in as a different Technician to who set up the integration, at this point you will be asked for an API key, using the same screen as before. Obtain the API key using the same process as in section 1, this will now be saved for future use.

If the current logged in Technician has a Bugzilla API Key the post to Bugzilla will now be made. The following fields are sent to Bugzilla.

NetHelpDesk Request Summary

Summary in Bugzilla

NetHelpDesk Action Note

Details in Bugzilla

NetHelpDesk Request Product

Product in Bugzilla

NetHelpDesk Request Component

Component in Bugzilla

NetHelpDesk Request Version

Version in Bugzilla

Once created, the bug ID number will be displayed.

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The request details screen will now show the Bugzilla bug id, and clicking on it will take you to the Bugzilla bug.

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Bugzilla Integration 17

Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.

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