Mapping Additional Fields from SupportDesk to JIRA

  1. In Settings/Data Dictionary, setting the Call:Assignee’s JIRA Field Name to ‘assignee’ will cause the Call’s Assignee to be mapped to the JIRA Issue Assignee. Note – the SupportDesk Assignee login and a JIRA Assignee must match.
  2. jira issue assignee

  3. In Settings/Data Dictionary, setting the Call:Owner’s JIRA Field Name to ‘reporter’ will cause the Call’s Owner to be mapped to the JIRA Issue Reporter. Note – the SupportDesk Owner login and a JIRA Reporter must match.
  4. In Settings/Data Dictionary, setting the Call:Priority’s JIRA Field Name to ‘priority’ will cause the Call’s Priority to be mapped to the JIRA Priority. Note – the SupportDesk Priority name and the JIRA Priority name must match.
  5. In Settings/Data Dictionary, setting the Call:Root Cause’s JIRA Field Name to ‘description’ will cause the Call’s Root Cause to be mapped to the JIRA Issue Description.
  6. To use a JIRA Custom Field for the SupportDesk Call:Reference, put the JIRA Field ID into the SupportDesk Data Dictionary JIRA Field Name for Call:Reference.
  7.  
    You can see this in the JIRA UI if you go to Administration/Issues/Custom Fields, click on the RHS cog for the field and hover over the Edit menu item. The browser status bar should show a URL with the ID= for the custom field e.g. 10001. Put this value in the Call:Reference JIRA Field Name field in the DD e.g. 10001. (SupportDesk will detect this and prefix it with customfield_ to satisfy the JIRA API)

  8. In Settings/Service Level Management, setting a Status’s JIRA Transition will cause the numbered JIRA Workflow Transition to be actioned when the Status is selected on a Call.
  9. jira transition
    jira transition id

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