Can there be an integration between the Service Desk and Customers in Jira?

[Ugandren Peter]

My customer wishes to have their end-users to log issues in Jira. How do they obtain Jira from their side.

[Riddhi Shah · Accepted solution]

Hello @Ugandren Peter,

As @Angélica Luz just mentioned, that if the customer wants to work on their own Jira, you can use an issue synchronization tool between their Jira and yours. This tool allows to raise an issue on a Jira and solve it on the next.

I'm part of the Exalate team, a synchronization solution for Jira to Jira integration.

Exalate will allow you to sync information bi- and uni-directionally between your multiple Jira instances.

It's mega flexible so you can sync all types of information, like workflow status. But it even includes the option to sync transitions, comments, attachments, custom fields, etc. You can control what to sync, what not, who to sync it with and much more ....

I hope this answer helps. 😃 

Cheers,

Riddhi

[Ugandren Peter]

I have attached my customers request in a word document. Kindly advise if this is possible.

Kind regards,

Ugan

[Ugandren Peter]

Hi Ugan

Connecting to JIRA cloud requires a little bit different authentication than on premise version, as such I will require the following user credentials.

As such can you please generate an API Token for me to connect to your JIRA instance, or if you wish to use a different account then I will need that email address and API combonent.  You could use something generic like sanlamintegration@focus.one as a suggestion.

Below are the permissions that user requires.

Minimal User Permissions & Tasktop User 

We recommend that you create a new user within your external tool, to be used only for your Tasktop integration. This is the user information you will enter when setting up your repository connection within Tasktop Integration Hub. By creating a new user, you will ensure that the correct permissions are granted, and allow for traceability of the modifications that are made by the synchronization. 

In general, your Tasktop user account should have sufficient permissions to create, read, and update artifacts in your repository. However, depending on the use case, your user may need different permissions. For example, if you are only interested in flowing data out of your repository, your user may not need to have full CRUD access, as the 'create' and 'update' permissions may not be needed.

Your user should have a secure password or token.  Please be aware that Tasktop will not allow you to save a repository connection utilizing a weak password/token, such as 'tasktop.'

See instructions  on how to create a new Tasktop user in Atlassian Jira.

List of minimal user permissions:

The minimal user must be a member of the 'jira-developers' and 'jira-users' groups, and have the following permissions at the project level:

	jira-user	jira-developer
Project Permissions	Browse Project
Issue Permissions	Create issues Link Issues Set Issue Security Transition Issues	Assignable User Assign Issues Close Issues  Edit Issues Modify Reporter Resolve Issues Schedule Issues
Voters & Watchers Permission		Manage Watchers
Comments Permissions	Add Comments Edit Own Comments
Attachment Permissions	Create Attachments
Time Tracking Permissions	Edit Own Worklogs Work On Issues
Global Permissions	Browse  Users and Groups  (if using Jira Cloud or Zephyr Cloud after 3/31/19)	Browse  Users and Groups  (if using Jira Cloud or Zephyr Cloud after 3/31/19)

By default, jira-developer is the user who edits and logs work on issues, and jira-user is the user who creates, views, and comments on issues.

Since the user is required to be a member of both the jira-user and jira-developer groups, these listed permissions can be given to either jira-user or jira-developer.

Based on my conversation with TaskTop we should be able to connect to the Service desk and sync the defects to the Support and Tasks to Change requests.

[Ugandren Peter]

Above is my Customers request.

[Ugandren Peter]

Also, your example which shows the Sync function - Where do i find it on my Jira

[Riddhi Shah]

Hello @Ugandren Peter 

The mail above is about the setup of the Tasktop user in your Jira and is not a specification for the sync itself. 

Note that Tasktop is a sync solution also, and as you're in the process of deploying it, it will be a better idea to discuss directly with the responsible people.

Let me know if this helps 😃 

Cheers,

Riddhi

[Ugandren Peter]

Hi Riddhi

I would like to know how to grant an API token to my customer?

[francis]

@Ugandren Peter 

I'm a colleague of Riddhi.  What do you mean with

> I would like to know how to grant an API token to my customer?

What API token are you talking about, of what system.

[Angélica Luz]

Hi Ugandren,

For a better understanding of what your customer needs, can you please let us know if they want their end-users to create/see tickets on your instance or do they want to have their own Service Desk?
We will need more details about their use case to point you and your customer to the right direction.

Regards,
Angélica