Freshservice Automation to create a JIRA issue

[Arcy Rhian Fadri]

Hi everyone,

I wanted to ask the experts in this community.

We're trying to create an automation that when a Freshservice ticket is created the automation automatically creates a JIRA ticket. So far we followed an article from Freshservice for such task but got an error message. 



Anyone else tried to perform this task? 

Thanks in advance. 

[Arcy Rhian Fadri · Accepted solution]

To anyone who'll read this: 

Freshservice Helpdesk was able to resolve the issue. Turns out the configuration that we were using was the culprit. The image below shows that our configuration on the "Jira - Orch" which is responsible for automating task with Freshservice and Jira was incorrect. The "Atlassian JIRA" is responsible for manually associating a JIRA ticket from Freshservice. Just in case someone else encounters this issue you need verify the following

- make sure that the credential of the person you'd be using is part of the project where you want to create a ticket to. 

- ensure that the API keys for both JIRA and Freshservice are correct

- make sure links for JIRA and Freshservice are correct. 

Hope this helps

[Anup Adkar]

Hi Arcy,

I have also done integration of Freshservice with JIRA Service Management by using "Jira Software (On-Prem & Cloud)" from Apps, now it is able to create a new ticket in JIRA or link existing JIRA ticket from Freshservice ticket but it is a manual activity. Need automation of creation of JIRA ticket when new ticket is being created from Freshservice.

Have you find any solution on this?

Thank you in advance!

[Diana_Architect_ZigiWave]

@Arcy Rhian Fadri  hi. did you manage to resolve the issue? If not, and you're open to exploring alternative ways to sync Jira-Freshservice and automate crucial activities, check out ZigiOps no-code platform. You can find  ZigiOps in the Atlassian marketplace. It connects the two bi-directionally in minutes and automate the data transfer between them. ZigiOps is also easy to customize, 100% no-code and secure (does not store any of your data). Feel free to explore it and event give it a try via the Free trial.

Regards, Diana

[Arcy Rhian Fadri]

Hi @Diana_Architect_ZigiWave

Thank you for suggesting this. I escalated my case with Freshservice and is now advised that the problem may be with our setup. I'll post here if the application you're suggesting can help us or if Freshservice support is able to resolve our issue. 

[Bill Sheboy]

Hi @Arcy Rhian Fadri -- Welcome to the Atlassian Community!

As Freshservice is a marketplace addon to Jira, you may want to check their documentation or contact that vendor's support from the marketplace:

https://marketplace.atlassian.com/apps/1218843/freshservice-to-jira-service-management?hosting=cloud&tab=support

Kind regards,
Bill

[Arcy Rhian Fadri]

Hi @Bill Sheboy

Appreciate you looking into my query. 

I did contact their support but was redirected says the error is coming from JIRA. Is that addon the only solution for this type of scenario? 

We can manually create Jira tickets from Freshservice just fine but since we're expecting more tickets to come it would be really helpful if this can be automated. 

Thanks, 
Arcy 

[Bill Sheboy]

First thing: I have never used that marketplace addon.

That seems an unusual response from a marketplace vendor.  You may want to let Atlassian Support know about the situation here: https://support.atlassian.com/contact/#/ 

Regardless, the addon may be using a Jira user's permissions to perform actions to create an issue.  The question is: did that tool's installer add a Jira user for that purpose or is it using the permissions of the Jira user (person) who is running the automation as an actor?  Normally the marketplace vendor would answer such a question.

I recommend working with your Jira site admin to check if that tool added a user.  If so, perhaps someone changed the permissions.  If not, perhaps ask the marketplace vendor to clarify who's permissions are not being accepted for the action.  That may point in a direction to research further.

[Arcy Rhian Fadri]

Thank you for this information @Bill Sheboy

I will definitely try your suggestions..