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1 JIRA Integration Transcript VLL Hi, my name is Jonathan Wilson and I m the service management practitioner with NHS Digital based in the United Kingdom. NHS Digital is the provider of services to the National Health Service in the United Kingdom. I work on the NHS.UK program which is responsible for the NHS website In today s video, I m going to show you the solution that I ve come up with to help our service desk talk to our developers in JIRA system as we work in a heavy DevOps environment. In this video, it s important to know that Cherwell does all the legwork, all the getting and posting. There s no need to do anything on JIRA s end. As long as the fields are visible in JIRA, the solution should work by itself. Without further ado, let s go over and have a look at what I ve come up with. 0:46 Here we have a ticket that the service desk has received and are ready to pass on to the development team. In order for this to go over to the development team, the service desk simply has to press the Post to JIRA (Assign to Dev Squad) link here and that will go off here and Cherwell in the background will pass the ticket across to the JIRA board and return a code, the relevant JIRA ID. 1:05 Now that it s been posted to JIRA, on the right-hand side we can see some JIRA information. By default, the Owner in JIRA is unassigned, in the Navy Squad, in the backlog. If at any point our service desk team wants to add a comment to JIRA they can use the add comment feature here which supplies a little box for a brief note to post across to JIRA. 1:27 Alternatively, if there are any notes on a ticket that they wish to push across, once the note has been created, they have the option to post this note to JIRA. This will then send it across to JIRA. The way this works, I ll talk about later in the background. But it s important to note that in the solution that I ve built, we only use the one account. So, our service desk don t have their own JIRA account, which saves on licenses and everything goes back and forth between this one central account. 2:02 If at any point our service desk wants to see what comments have been added to the new ticket for an update, they can click on this Update JIRA Comments that will go to JIRA and pull through all the JIRA notes. As you can see here we re in JIRA when we show a post into it, when it s created and who posted it. As obviously, we re using the central account. 2:22 Alternatively, the service desk may wish to associate the service ticket to a preexisting JIRA issue. In order to do this, they go to Incident Actions -> Associate to JIRA. The user will have to know what the JIRA reference number is, and after they ve typed that in, that will go away. Associate the information to JIRA. Pull all that information through from that JIRA issue. 2:43 And it lets me know that it s now been associated. And that s that, this ticket is now associated to JIRA. 2:52 What Cherwell will do in the background in the next few minutes, it will go off and it will create a relationship between the two tickets so the original ticket that posted the issue to JIRA will then become a master ticket within Cherwell. And this will become a child to it so we can see how many tickets we ve got opened up. 3:10 Additionally, as this has been associated to JIRA, a comment is added to the ticket on JIRA to say that this ticket has also been associated to the issue.

2 3:23 Any tickets that have been associated to JIRA but weren t in the initial posting to JIRA, at any point they can clear the JIRA reference number. This is in case the service desk incorrectly associates an Incident to an incorrect JIRA reference. 3:38 As you can see, it s now been a few minutes. And as you can see across the top, you can see the link to Major/Master incidents, and that s the ticket that initially posted the issue to JIRA. So, we can keep account of it from there. 3:50 This just allows us to manage the ticket lifecycle more easily in Cherwell because we love Cherwell on the service desk and alternatively, our developers don t have to worry about coming in and updating tickets, it all pulls through. What will happen is if a JIRA issue linked to a ticket hits a certain status, it will notify the member of the service desk team who is the team coordinator that that s happened. They can go on and take the appropriate action from there. 4:15 Whenever something is sent to JIRA, a JIRA integration audit note is created. This idea was taken from the JIRA mapp, which is available in the mapps factory. I think this is a really good idea and when we went live with it, it really helped me a lot for troubleshooting to have the JSON code available for any troubleshooting queries. 4:37 Now we ll jump into the admin client and show you I achieved this. 4:42 In Cherwell Service Management administrator, a number of one step actions have been created in order to facilitate the solution to work properly. Here in my one step manager I have a folder called JIRA and I have a number of different one-steps that JIRA uses. 4:57 The green arrows all represent post and the red arrows represent get commands and that s just to try to make it a little bit easier for myself as administrator. 5:04 So before we have a quick look at the one step, we need to make sure in our web services manager we have a JIRA account set up. 5:16 There are various different methods that I used. These are the methods that I have created in order to facilitate all these issues. 5:22 The first one that we ll look at is the Post to JIRA. This is what collects all your ticket information and sends it off to JIRA. 5:34 The first step of the lifecycle is to get a project key, the project key that JIRA uses. This is a separate step in case you need to use multiple JIRA keys, you can put an expression in there which project key to use, or alternatively, have a prompt in there to prompt your team for project key. 5:55 Once the project key s been updated, it will add that to the Incident and there s some JSON code that will be created. And this code is just basically pulling through the various different bits of information from my ticket that I want to send to JIRA and where to send it to. 6:11 Once that s done, it goes off and calls JIRA and waits for the successful return code to come back and this way it catches the return code and various bits of information that we re going to need later on down the line.

3 6:28 Now with the success code, we know that anything between a 200 range is successful. Anything above 404 or below that tends to be an error so 404, 504, that kind of thing is an error. So, this little expression here just basically says True or False, my code is between 100 and 400. If it is, I know it s successful, if not, we re in trouble. 6:55 Once it s returned all the codes and it s got the issue key, this is just some JSON code with some modifiers applied to it. And that s the key that we ll use to display later on the Incident form. Once we ve got the information, it will go through and date the Incident. However, it will only update the Incident if the success code, which we talked about earlier, is set to true. So, if that is false, it skips the steps across. 7:17 If the success code returned is true, it will say Posted to JIRA successfully and display the issue key in JIRA. If it s false, it will give an error code and will tell you what error code was returned. 7:32 Once the return code has displayed either Success True or Success False - error message, a journal record will be created. This is the integration s audit record that we showed in a previous video. 7:45 This journal entry posts the JSON code that was sent earlier on in the one-step, into a record. So as an administrator, if a user says they received an error message, you have the full JSON code there on the ticket and you can then easily use a third-party application to try and troubleshoot which field is causing the issue, causing the error. 8:06 As for the journal that s been created, a stored value is then updated with the JIRA issue key. This is used in the step through children collection to update. And what this will allow you to do is any journal note that s been created on any ticket, it will also allow you to post these to JIRA as well. So if you have a note that s happened a couple of days before it went to the development team, you can also send that note across to JIRA. 8:31 And once that s done, the record is saved and another one-step runs that just basically posts a note onto JIRA saying who had posted this particular ticket to JIRA as in our instance, we use a generic account to all get into it. So, this posted comment just lets the development team know which member of the service desk has sent the ticket across to JIRA. And that s it for posting a ticket from Cherwell to JIRA. 8:58 The next feature we ll take a look at is getting JIRA comments and displaying them in Cherwell. This is particularly useful for the service desk if they want to know what the development team has been saying about the ticket in JIRA so they can provide an informative and accurate update to the customer or user. 9:15 So, first of all, Cherwell calls JIRA using one of the methods from earlier on and inserts a JIRA Issue Key to here. When that JSON is then returned, it stores it as an array. This is so it can do a step through collection later on down the line to put the text into a more readable format. 9:35 Now when the JSON comments are returned, you need to have some modifiers to that text just so it looks a little bit more readable. So, in this instance, the text modifiers that I have added are as follows, and this works for my instance just to make the text in a much more readable format.

4 9:50 Cherwell will clear the field that it uses to store the comments to make sure it s empty and it s not going to have duplicate comments. And then it s going to go through and step through the array collection that was captured earlier on. 10:08 Here is the step through collection. The first three it does is clears the variables that I set and then it recaptures the variables if the variables are not empty. 10:23 So, each one of these three actions has an action condition on them If the JSONCommentscollection, which is the collection we re now in, is not empty then run me, if I m empty just ignore me. 10:36 The next three fields all update the same field and append the current value. But what they will do is link to the variables earlier on in the one step, so capture the comment. If that s not empty it will capture the comment. Each one of these has an expression on there which says if my variable is not empty then run me. If I m empty, ignore me. 11:02 So, it will go through the collection until it runs out of values and then it will stop. 11:08 And that s it. Once that s run, all the comments will then be visible in the field in Cherwell. 11:15 The next one-step we ll look at is the feature to associate a ticket to an existing JIRA issue. So, this is Cherwell letting JIRA know that another record in Cherwell has been associated to an existing issue rather than creating a new issue. 11:32 So once the one-step is initiated, the first thing it will do is ask the user to enter the JIRA reference number. This is a free text field that allows the user to enter a reference number. Once the reference number is entered, it will update a stored value, which will come into play later on. 11:51 The ticket will then be updated with the JIRA key and the one-step GET Current JIRA information will be run. And basically, what this will do is pull all the information in JIRA into the current Cherwell ticket. 12:03 The record is then saved and then some JSON is compiled in the background. 12:07 And this JSON is basically to post a comment onto JIRA to let the developers know in JIRA that another ticket has been associated to this existing issue. 12:18 Upon confirmation that it s been successful, a separate one-step is then run and this will basically look for the original ticket in Cherwell that actually posted the initial issue to JIRA and make that a master if it s not already a master, and link the two tickets together. 12:36 So within Cherwell we have that relationship of how many tickets are linked together via the initial ticket that posted to JIRA and then all additional tickets are associated to that one ticket. So, the service desk doesn t have to worry about going through and associating this ticket to JIRA and then going into the ticket and associating the ticket to the ticket within Cherwell itself. 12:57 So this is a nice simple one-step. If Success is true, so we ve come back, we ve had a successful return code, it runs off another one-step. 13:05 So, the last bit of associating it to an existing JIRA issue is to make sure that the relationships in Cherwell exist. This one step here runs on search criteria.

5 13:20 That search criteria uses this stored value that was updated in step two of the step that I ve just shown you. So, if you remember, back at the other one-step, that it comes to play later on down the line. This is where this comes to play. It allows this relationship to be created. 13:37 So, provided that it s not already a master Incident, it will go through and it will make it a major Incident and then it will link all of the tickets. So once someone posts something to JIRA, the field in the backend says this originally posted to JIRA. When you associate, it puts it as a False. 13:58 So the search here that s performed is looking for that stored value and Incident.JIRA original ticket equals True. So, there s only ever one ticket where that s true and the stored value matches that reference number. 14:17 Once a ticket becomes the master it then links any other tickets together using the Major Incident Links Similar. And that s just a simple search again using that stored value from earlier where the JIRA issue key equals that, it will just link all the records to it. 14:33 And that s it. So, in this video, I ve demonstrated a solution that I ve built that works in our environment and gone through some of the one-steps to help create that. 14:44 I hope you ve found this video useful, informative, and it s provided you with some inspiration to help you create your own integration with JIRA.

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