Currently using ManageEngine ServiceDesk Plus and Jira. I know with the integration feature you ca

[Edward Micciulli]

Currently using ManageEngine ServiceDesk Plus and Jira. I know with the integration feature you can create a JIRA ticket from SDP.   My question is, is there a bidirectional communications that allows a tech to update a JIRA ticket which then automatically updates the Managengine SDP ticket?  

[Andy Heinzer · Accepted solution]

Hi Edward,

I see that you are using Jira Cloud and looking for a way to have a bi-directional integration with ManageEngine's ServiceDesk Plus product.  Searching on this topic can be confusing, because Atlassian also had a product called Jira Service Desk (which has been rebranded to Jira Service Management).

That said, this kind of integration should be possible.  I believe that the guide I have found for the one way integration (from ManageEngine's SDP > Jira) is documented over here.

But to have a two way integration, where each application can update the information in the other will require a bit more configuration.  I don't have any experience using ManageEngine's product here, but it appears that it has a REST API abilities. Unfortunately I can't see the specific endpoints or the syntax that API uses, so I can't provide more concise examples here.  That doc does explain though that

To view the V3 API documentation, go to Admin >> General Settings >> API.

So presumably, this is information you could find within the SDP application.  Once you can see that information, my suggestion would be to try to use Jira Cloud's Automation in order to automatically trigger an update to SDP when a triggering action happens in Jira.  One of the actions you can perform in automation is to Send a Web Request.  This is effectively a way in which you can get Jira Automation to update SDP using the REST API.

You can also leverage the smart values in automation to be able to give you access to dynamic values within Jira that you might want to use in the REST API payload.

If that is avenue of integration seems too complex to setup, then there still might be other 3rd party integrations out there that could help.  For example, it appears that Zoho has a means to integrate several different applications in this manner.  See https://www.zoho.com/flow/apps/manageengine-servicedesk-plus-cloud/integrations/jira-cloud/ Disclaimer, I haven't tried to use this integration personally.

I hope this helps.

Andy

[Edward Micciulli]

Yes it does and I wanted to thank you you  for the awesome response.  Thanks again!