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      Jira Ticketing Integration

      AgileBlue leverages Jira's two-way ticket tracking integration, allowing you to streamline your workflow by quickly generating tickets and viewing case updates in your existing ticketing software.

      Overview

      The Jira integration connects with AgileBlue's platform and allows bi-directional communication for SOC cases. Status changes, progress updates, and comments from AgileBlue's platform will be reflected directly in your Jira board, and vice-versa.

      Creating An API User In Jira

      Note: This step is optional, however, without it updates made by AgileBlue's API will be attributed to the user who authorized the integration in the AgileBlue portal. In addition, some information may be duplicated in the Activity Log for cases that generate a ticket.

      1. In Jira, navigate to Settings by clicking the gear icon
      2. Click User Management under Atlassian Admin Settings


      3. Confirm that your account has admin credentials within your Jira environment and that you have a designated email available to set as your API User
      4. Navigate to Invite Users and select that button, then you will be directed to the designated location to add users via email
      5. Add your designated email address to set as your API User
      6. After entering the information, click Send Invite at the bottom of the page
      7. Create your API User's username and password – NOTE: The API user's username MUST be AgileBlue API
      8. With the API User created, you can now navigate to the AgileBlue Platform for the next steps

      Enabling Jira Integration In AgileBlue Portal

      1. In the AgileBlue Portal, navigate to Settings > Alert Playbook > Support System
      2. Click Enable Support System then select Jira from the dropdown menu

      3. Select Login with Jira on the top left of the page – you will then be prompted to follow the login sequence

      4. Scroll to the bottom of the page and click Accept
      5. Once logged in, click Connect API on the settings page
      6. Upon a successful connection, you will see a popup message in the AgileBlue Portal that reads Connection successful!


      Project Mappings Setup

      1. Navigate to the Jira Project Mappings section, where you will see the project name field a refresh symbol
      2. Click the refresh symbol at which point you will be able to access each of your existing projects in your organization's Jira account
      3. Select the dropdown menu and click on the project you would like AgileBlue tickets to be created in – these mappings will determine which AgileBlue alert types will correspond to your projects in Jira

      4. Select Edit mappings
      5. If you want all tickets created under the same project, select that project from the dropdown then choose Move All Unassigned Rules
        1. If you want certain rules in certain projects, drag and drop them from left to right, then choose the next project from the dropdown and repeat
      6. When finished configuring your project mappings, select Save Mappings

      Priority Mappings Setup

      1. Navigate to Jira Priority Mappings
      2. In this section, drag and drop each unassigned case criticality to the corresponding priority card you wish to associate it with
        1. These priority mappings changes will be reflected in your Jira board
      3. After setting all mappings, click Enable System or Update at the bottom of the page, and a success popup should appear at the top of your screen

      Tracking Your Cases

      Once this setup is complete, new case escalations will automatically populate as Jira tickets. When a case is marked as "Waiting for Client" or "Malicious", a ticket will generate within your corresponding Jira board. This will also display under the Activity Log section of the Case Details page.

      Under the activity log, you will see all changes made within the corresponding Jira ticket, including:

      • Ticket generation
      • Comments
      • Status changes
      • Priority changes

      Status Mapping

      If your workflow requires custom fields (i.e. Business Unit, Department, Backout Plan, etc.), make sure they are automatically assigned when tickets are created in the project you selected. You can also create custom statuses on your Jira board by clicking Create Status.

      Within our integration, we recognize three categories for statuses:

      • To Do (new)
      • In Progress
      • Done

      For your workflow to reflect these statuses, your custom statuses must be named from the following terms:

      • To Do must be set to: To Do, Assigned, Start, or Begin
      • In Progress must be set to In Progress, Investigating, or Start Progress
      • Done must be set to Done, Closed, Resolved, or Completed

      IMPORTANT: If your statuses are not set to the words displayed above, your ticket statuses will not correctly updated when changes are made within the AgileBlue Portal.

      Need Help? 

      AgileBlue is always here to support you and ensure you are 100% successful. If there are any issues with the installation or if you have any questions, please reach out to AgileBlue Support. 

      Email: support@agileblue.com  
      Phone: (216) 606-9400🚨