Conversational ticketing with Jira

Learn how to get started with conversational ticketing with Jira.

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Install conversational ticketing with Jira from app directory and start using it by connecting your Jira and Slack accounts.

Get started as a user

If you are invited to this app as a user, proceed to Get started as a user section to learn how to connect your Jira account.

How to get started

Step 1. Install conversational ticketing with Jira

Visit conversational ticketing with Jira in app directory and click Install button at top right corner.

Step 2. Allow Jira Support by Actioner app in your Slack workspace

Click Allow to allow Jira Support to be added to your Slack workspace. You can switch to another Slack workspace from top right corner on this screen.

Step 3. Connect to Jira

After installing the app, you'll be prompted to connect your Jira account.

1. Click Connect near Jira (Oauth) connection and proceed to authentication in Jira via OAuth2.
2. You will be asked to sign in to your Jira account if you haven't already.
3. Click Connect app. You’ll be redirected to Actioner upon successful authorization.

Step 4. Complete setup

After connecting Jira and Slack, setup prompts will be sent to you via direct message on Slack.

Configure agent channel

Start by setting up your agent triage channel. Choose a Jira project and a Slack channel to link with your agent channel. This setup allows you to identify which projects are connected to your agent channel.

Configure request channel

Set up your request channels by selecting the Jira project and the corresponding Slack channel. Once configured, you'll start receiving requests from this channel whenever the 🎫 emoji is added to a message.

Configure form fields

Customize your forms by selecting the fields that will appear in the form for each issue type displayed in the request channel. If you don't customize the fields, all issue fields will be displayed in the create issue form by default.

Step 5. Invite your team

By default Everyone in your Actioner workspace is added to your app as Runner.

To grant app admin permission to a user, go to the Permissions tab of your app and add users or groups via + Add permission button. If you can't find the users you want to add, ensure they have been invited to your Actioner workspace.

Get started as a user

If you are invited to this app as a user, you need to complete your Jira connection. This connection is required for you to take actions on Jira notifications and to run workflows from Jira Support shortcut in Slack.

1. Navigate to Jira connection, click Connect and proceed to authentication in Jira via OAuth2.
2. You will be asked to sign in to your Jira account if you haven't already.
3. Click Connect app. You’ll be redirected to Actioner upon successful authorization.

How to customize this app

Enable/disable notifications

After the setup, you can update your notification settings. For this, go to Configs tab of your app and navigate to appConfiguration. This config contains the data that you may control the notification

• siteUrl: Specifies the URL of your Atlassian site.
• eventNotifications: Lists the events that produce notifications in your agent and request channels.
  • issueCreated: is triggered when an issue is created.
  • issueUpdated: is triggered when an issue is updated.
  • issueDeleted: is triggered when an issue is deleted.
  • commentAdded: is triggered when a new comment is added to an issue.

Configure your agent and request channels

Agent channels​

Agent channels are the dedicated Slack channels for your selected Jira project. New requests and their updates can be tracked through notifications sent by Actioner. Moreover, your team can manage the issues through these notifications.

You can run Configure agent channels in Slack or in Actioner to select your project and channel that you want to get notified for issues in the selected Jira project.

Request channels​

Request channels are the dedicated Slack channels for your Slack users to raise a request by reacting ticket 🎫 emoji to their Slack messages. These channel streamline the issue creation process and lets your team create issues without leaving Slack.

You can run Configure request channels in Slack or in Actioner to select your channel for reporting new Jira issues.

Form fields

You can customize your forms according to your preferences by selecting the fields that appear in the form for each issue type displayed in the request channel.

If you don't set your fields, all issue fields will be displayed in the create issue form.

You can run Configure form fields in Slack or in Actioner.

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Alternative way to set your agent and request channels is through Config.

1. Go to Configs tab of your app and navigate to channelConfiguration.
2. Add your new channels in the below format:

{
   "projects":[
      {
         "projectId":"10020",
         "agentChannel":{
            "channelId":"C06T47LPE5P",
            "channelName":"support-triage",
            "assignIssueEmoji":"eyes",
            "enableNotifications":true,
            "getIssuesCreatedViaWeb":false
         },
         "requestChannels":[
            {
               "channelId":"C06SM27004B",
               "channelName":"support-request",
               "issueTypes":[
                  "10056"
               ],
               "raiseRequestEmoji":"ticket"
            }
         ]
      }
   ]
}

Properties of agentChannel

• channelId: The ID of your Slack channel where you'll get notifications for issues in the selected Slack project.
• channelName: The name of your Slack channel where you'll get notifications for issues in the selected Slack project.
• assignIssueEmoji: The emoji used to assign the issue to the user who adds this emoji. By default, it is set as "eyes".
• enableNotifications: Set this parameter to true to receive the updates in the thread of corresponding issue's notification in the agent channel.
• getIssuesCreatedViaWeb: Set this parameter to true to get notification for issues created via Jira.

Properties for requestChannel

• channelId: The ID of your Slack channel dedicated for reporting issues.
• channelName: The name of your Slack channel dedicated for reporting issues.
• issueTypes: ID’s of issueTypes that connected to the request channel.
• raiseRequestEmoji: The emoji used to report a new issue. By default, it is set as "ticket".

To set the forms and fields on your forms, oo to Configs tab of your app and navigate to formConfiguration.

{
   "forms":[
      {
         "project":"10020",
         "issueType":"10056",
         "fields":[
            "description",
            "summary"
         ]
      }
   ]
}

Properties of forms

• project: The ID of the Jira project.
• issueType: The ID of issue type.
• fields: Fields shown in the “Raise a request” and “Create issue” forms.

Troubleshooting

"Only a single URL per app is allowed to be registered via REST API" error during the setup

While running Configure channels for Jira notifications during the setup, you might get "Only a single URL per app is allowed to be registered via REST API" error.

This error occurs because Jira API does not allow registering webhooks to different endpoints in the scope of a single Jira instance. You'd come across this one if you installed Jira Software app from Actioner app directory before and completed its setup.

To solve it, you can run Delete webhooks workflow in your Jira app. This will remove the previously created webhook for Actioner to capture events in your Jira instance.

For this, first close the setup and go to Workflows tab and find the Delete webhooks workflow. Run it from play button at top right corner. After deleting the previous webhooks, you can proceed to setup where you left off.

Please note that if you've another Jira Software app working on your Slack (that is installed from Actioner's app directory), Delete webhooks workflow will disconnect it. If you want to get the Jira Software app working in 2 different Slack workspaces, you can ask another Jira admin in your instance to complete the setup for the newly installed app.