Automate ticket creation from external Application

[Michael Crane]

I couldn't find a related post about this, so if there is one, please point me to it.

We are working on using Zylo App Catalog to handle all our software requests. What we want is for the user to click on the software they want, and hit request. Then we have a workflow that is built specifically for that software request (correct approvers , etc) We would take that URL and add it to the tile in Zylo so when they click on the tile, it has that URL for the correct workflow to route the request.

Where I am stumped is, Zylo does not have an API to send information to Jira. So the logged in user, would be the same user logged into Jira. Currently, they click on the Zylo tile and it redirects to the workflow and then they have to hit Submit, to have the ticket created. We requested something created from Zylo to get an API created, but its not on the road map. Like with PagerDuty, I can create a Jira ticket from within PD directly.

So what I am trying to figure out is how to get a ticket created, without the user having do anything besides click a button that has a URL to said workflow.  We just aren't sure how to let Jira know who the user is. I thought about looking at the SSO Session in OKTA because both applications are tied to it, and letting Jira know that way. We want to avoid any 3rd party software to track or automate things, and would prefer to figure it out using whatever capabilities JSM has.

I really hope I explained that well enough, if not let me know and I will answer any questions. I am not a Jira, or JSM admin by any means as far as experience goes. This is more the "Hey we need this done by end of Sept" situations. :)

[Olha Yevdokymova_SaaSJet]

Hi @Michael Crane 

If you are okay with add-ons Smart Jira Forms can bridge the gap between your external applications and Jira by allowing you to create publicly shareable forms that automatically create Jira tickets when submitted.
Here’s how Smart Jira Forms can handle your use case:

1. Publicly Shareable Forms:

   • Smart Jira Forms lets you create forms that can be shared via public URLs, allowing unregistered users or users coming from other applications like Zylo to submit requests effortlessly. You can embed these links directly in Zylo’s tiles, making the form accessible with a single click. You can also embed form as iFrame if possible, to post it on your website for example. 

2. Automatic Issue Creation:

   • Once a form is filled out and submitted, Smart Jira Forms automatically creates a Jira ticket based on the submitted data. This solves your problem of needing to press an extra “Submit” button, as the form submission itself triggers the issue creation in Jira.

3. Field Mapping:

   • Map the form fields directly to Jira fields, ensuring all relevant information from the Zylo request is captured accurately in the Jira ticket. For example, map the request type, details, and any specific approvers directly to Jira fields, streamlining the process.

4. Automation Integration:

   • Smart Jira Forms can integrate with Jira Automation to trigger actions based on the form submission. For example, you can automatically set the approver, notify the correct teams, or escalate the ticket based on the software being requested. Also the ticket can arrive with predefined assigner, request type and other fields that you will choose to map from form, so you can futher link automation to that. The form itselff will be also avaliable inside the raised Jira tickets. 

Olha Yevdokymova Product Marketing Manager SaaSJet olha.y@saasjet.com

Want to know more about features? Your detailed guides here -> Documentation

Start building your first intake form! - > Install Smart Jira Forms

Have a complex intake process you want to optimize? Contact for a personalized consultation on Smart Jira Forms solutions. -> Support

[Michael Crane]

I know I can do a lot with URL and having all the details in the URL so when the user clicks the button in Zylo (essentially clicking the URL), how do I get around the issue of still needing to click "Create" within JSM.

[Prabhu Palanisamy _Onward_]

I'm not sure I follow - how do I get around the issue of still needing to click "Create" within JSM.

You can configure Jira Automation to perform actions. For example, when a user clicks a button in an external app like Zylo, it can trigger a webhook that executes an automation rule in Jira to create an issue or perform any other action you’ve set up. Does that help?

[Prabhu Palanisamy _Onward_]

HI @Michael Crane - Does the Zylo app support Webhooks? If yes, you can create a jira automation for an incoming webhook and create a issue based on the field values.

Excerpt from the link:

Incoming webhook

• Related smart values: {{webhookData}}

The rule will run when a HTTP POST is sent to a specified webhook URL.

A webhook is a way for a third-party to trigger an automation rule. The webhook can specify issues to act on, or even provide real-time data you can use to update an issue.

When configuring this trigger, you’ll receive a unique URL that you can either add to the third-party application’s outgoing webhook configuration, or make a HTTP POST request from your custom scripts. The trigger also provides details on how to provide issue keys and other data.

You can use the {{webhookData}} smart value to reference the custom XML data provided by the webhook in your rule.