Jira Service Desk Automation

[Joseph Ojo]

I have a web form and a Jira Service Desk portal form. Initially, whenever someone filled out the web form, a person had to manually complete the Service Desk form. Later, a script was created to automate this process by polling the web form database and doing somethings that generated a Service Desk request, which then created a Jira issue. However, this solution no longer works, and I’m looking for a more sustainable approach.

This endpoint seems like the right thing:

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post

but i cant seem to get it to work, where do i get access token?

used basic Auth, some code snippet to generate token , all returned 400

[Marc - Devoteam]

Hi @Joseph Ojo 

See this KB article on creating an API token.

https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/ 

Best practice: Use a special account for this. have an account in your instance that will do this. This to prevent that a normal user is used and this user leaves and the integration fails it the user gets disabled or deleted.

[Joseph Ojo]

i did that and i got insufficient permission, my understanding is that, the token permission will be the same as the creator. The creator has an admin access

[Marc - Devoteam]

HI @Joseph Ojo 

No the user the token is based on needs to have the correct permissions on the project and requires a license.

So the executor of the script, if this is a user, this user needs to be in the system have a license, have the correct project permission and the token is based on this user

[Christopher Yen]

Hi Joseph, you can generate a token here https://id.atlassian.com/manage-profile/security/api-tokens 

Like Marc mentioned, best practice would be to create a service account and generate the token using that account. Using basic auth you can use the service account username and then for the password use the token and it should authenticate, just make sure the service account gets a license and project permissions to create issues. Note that the token will need to be updated once every year due to Atlassian's new policy