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Jira Service Management and Jira Server integration. Troubleshooting

Alex Kolesov

Hello community!

Please kindly consult me on my issue with integration of JSM and Jira Server.

What we have as precondition:

JSM cloud
Jira Server v8.13.2 (available via Azure proxy with SOO due to internal)
Created additional url for Jira Server with whitelisting to publish it for application link (no Azure proxy for it)
Working application link between both using that secondary url for JS

Task:

Build webhook automation in JSM to trigger issue creation at Jira server.

Issue:

After numerous attempts to build working automation (not successful ones) I'm trying to define if the API is working on Jira Server end webhooks are too.

As I have Azure proxy complication, I'm not able to determine if my url is working in this setup. I'm performing simple test with API GET method for [instance url]/rest/api/2/issue/HD-XXXX and hoping to get response. The request is triggered by automation.

So far I got only this:
Send web request

Web request was sent, but timed out after 30 seconds on the remote host so the result is unknown (but most likely successful).

Despite overwhelming note in the end, it was not successful. Can you please advise, if I can perform any other checks or point me to the documentation on how this should work between two instances?

Thank you all in advance.

Accepted answers

Alex Kolesov

So after some investigation I can conclude:

The only possible automation rules between different instances - API requests
JS to JSM API requests works just fine. Mostly with condition based on webhooks:
1. JS automation has trigger, then we making WEB request with JSM webhook url, adding custom body with required parameters
2. JSM automation with trigger as incoming webhook and following actions with use of custom webhook body
JSM to JS 2 options:
1. with complex automatons, which request status from JS to JSM and following actions - not ideal
2. publish JS API only - not managed yet to do this securely.

Additionally: Links between issues work, but they are external ones, not internal. And must be configured with API requests both for JSM and JS issues (2 different API requests)

All comments

Mark Higgins

Hi @Alex Kolesov

Welcome to the commuinty.

You have Jira server, and JSM cloud and you want them to talk to each other?

If I'm wrong about this, then I apologise but could you not use the Application Tunnel

Screenshot 2024-08-05 165647.png

Cheers

Mark

Alex Kolesov

Hello Mark.

Thank you for your reply. Well, I have the tunnel up and running:

And I'm able to link issues between instances manually.

Josh_Unito

Hi @Alex Kolesov,

Unito has a simpler, secure 2-way integration for Jira Server and Jira Service Management if you're open to alternatives. It's powered by a no-code flow builder with fully configurable fields, so you don't have to test/iterate as much as you would with a custom-scripted integration.

Alex Kolesov

Hi @Josh_Unito .

Thank you for your reply. Unfortunately we cannot use applications, due to internal business restrictions . This would be my #1 option.

So far we decided to apply workaround: as JSM is available and not "hided" with Azure Proxy, all automation will be implemented from Jira Server towards Jira Service Management API in cloud. This will make our life not easy, but this is best option currently.

Josh_Unito

Fair enough! If it helps, you could tell your team members that we are SOC 2 Type II compliant and we can put you in touch with our internal security team for reassurance.

If not, good luck with the integration!

Alex Kolesov

So after some investigation I can conclude:

The only possible automation rules between different instances - API requests
JS to JSM API requests works just fine. Mostly with condition based on webhooks:
1. JS automation has trigger, then we making WEB request with JSM webhook url, adding custom body with required parameters
2. JSM automation with trigger as incoming webhook and following actions with use of custom webhook body
JSM to JS 2 options:
1. with complex automatons, which request status from JS to JSM and following actions - not ideal
2. publish JS API only - not managed yet to do this securely.

Additionally: Links between issues work, but they are external ones, not internal. And must be configured with API requests both for JSM and JS issues (2 different API requests)

Dhiren Notani_Exalate_

Hi @Alex Kolesov ,

Thanks for posting your question here!

I am Dhiren, one of the Solutions Engineer working at Exalate.

Exalate is a completely decentralized bi-directional integration solution which can help you sync between different Jira instances (Cloud, Server, Data Center).

It provides you an access to it's Groovy based Scripting Engine through which you can choose what information you want to share from one side and it's very customizable.

Exalate is GDPR compliant and also ISO 27K Certified if that helps!

We do provide a customized demo based on your use-case and also provide a 30 day free trial to evaluate the product.

Let me know if you need any more help on information!

Thanks, Dhiren

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