NetHelpDesk can create Issues in Jira. A link to any issue created from NetHelpDesk will then appear on the Request Details screen in NetHelpDesk.
In order to use this feature, and for this guide to be relevant, the following criteria will need to be met;
A. Your NetHelpDesk instance will need to be on version 10.99 or later. In order to check this you can:
i. Go to N > Help > About NetHelpDesk to check your version, and/or
ii. Go to N > Help > Show Release Details to see all version, release notes and upgrade.
B. You will need to have a working instance of Jira, and your Jira homepage must be accessible from the NetHelpDesk windows client.
Here are a few terms which are commonly used in this guide and in the application;
Issue – Refers to an Issue in Jira.
Project – Refers to a Project in Jira.
Product – This is the NetHelpDesk Product entity, and is treated as the equivalent of the Jira Project field for the purpose of this integration.
From the NetHelpDesk windows client go to N > Setup > Main Configuration > Change Management.
From the change management menu, click on Jira. (Note that this can also be accessed from N > Setup > Main Configuration > Integrations > Jira).
The Jira settings screen will now be displayed.
A. Jira URL – This is the URL of your Jira site. This needs to be the root of the site.
B. Username – This is the username of the Jira account that you wish to use to make posts to Jira.
C. Password - This is the password of the Jira account that you wish to use to make posts to Jira.
D. Project Name – You will need to choose a Jira Project to become your default NetHelpDesk Product. This Product will be the default when a new request is logged. New issues created from NetHelpDesk will be under this Project by default. The Name of that Project needs to be entered here.
E. Project Key – See (4). The Jira Key (abbreviated name) of the default Project needs to be entered here.
F. Issue Type – This is the name of the Jira Issue type that issues will be logged under by default. This can be overridden per request type in (8).
G. Test button – This will make a test post to Jira and try to create a new issue using the details provided in 1, 2, 3, 5 and 6.
H. Request Type -> Issue type mappings – Here an override for the Issue Type (6) can be specified per request type. Use this if you would like different request types to create issues with a different issue types in Jira.
When all details have been entered (1,2,3,4,5 and 6 above), use the test button (7) to make a test post. If successful you will see a message that a new Issue has been created in Jira, if unsuccessful you will be given the option to view the log file to view any errors.
For the purpose of this integration, Products are Jira Projects. Each NetHelpDesk Product can be given a Jira Key, which links it to the Jira Project. The default Product is set up in 3.1 (4 and 5). Other Products can be configured by going to N > Setup > Main Configuration > Change Management > Products.
The only relevant settings for this integration are the Name, and Jira Key, both shown below. Note that the Jira Key field will only appear when the Jira integration is enabled.
The Product field can be added to the Request Type and Action Field Lists to allow the Product to be changed for a Request or by an action. The default for new requests will be the default product configured earlier. Adding the Product field to a field list is covered in 3.3.
In order to create an Issue from NetHelpDesk, we need to configure an Action with the system use “Create Issue”. This can be done in 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/Issue;
If you want to be able to edit the Product through an action, you will now need to add the Product field to the Create Issue action (or another action of your choice).
To add this field to an action, on the edit action screen where we just changed the system use for an action, select the field list button.
On the next screen drag and drop the Product field from the left-hand list to the right-hand list.
To add to a Request Type, go to Main Configuration > Requests > Request types, select a Request Type and choose Field List.
Similar to the actions field list, on the next screen drag and drop the Product field onto the right-hand side.
Now that everything is configured, we can create an issue in Jira through a NetHelpDesk action. On a Request select your new Create Issue action. This will open the New Action screen. Complete the form as normal and select Save/Send.
NetHelpDesk will then create an Issue in Jira.
The following fields are sent to Jira:
NetHelpDesk Request Summary -> Summary in Jira.
NetHelpDesk Action Note + link to the request on the NHD portal-> Details in Jira.
NetHelpDesk Request Product -> Project in Jira.
NetHelpDesk Default Issue Type/Issue Type Mapping -> Issue Type in Jira
The request details screen will now show the Jira issue id, and clicking on it will take you to the Issue in Jira.
Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.