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Jira Integration: Tickets from Recommendations

Overview​

Spotto can create Jira issues from recommendations and Kanban board cards, and link each one to the epic and label for its category.

Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.
Other ticketing integrations

Spotto also creates tickets in Autotask, Halo and ConnectWise Manage. Each company has one ticketing tool at a time.

What you enter​

The Jira column shows what Spotto needs. The other tools are shown for comparison.

Jira: connect with site URL, account email and API token; routing is one board (Jira project), or a board per recommendation category with a default board for the rest, with issue type Task and an optional epic and label; routing cannot be changed for one ticket (the category picks the board, epic and label); no parent credentials, each company enters its own. Halo: connect with base URL, client ID and client secret (optional token endpoint and Halo product: Auto, ITSM or PSA); routing is ticket client, site, team, agent, ticket type, ITIL ticket type, status, priority, impact, urgency, source and categories 1 to 4; all can be changed for one ticket; a child can use Managed by parent, but must pick its own ticket client, and client, site, team and agent never come from the parent. ConnectWise: connect with site URL, company ID, public key and private key; routing is service board and status, plus under Advanced company, project, type, subtype, item, priority, source, contact, agreement and SLA; all except company can be changed for one ticket; a child can use Managed by parent and override routing. Autotask: connect with username, API integration code and secret (optional base URL and zone URL, found from the username if left blank); routing is company, contract, project, contact, resource, queue, status, priority and SLA; all except contract can be changed for one ticket; a child can use Use parent credentials and override routing.Jira: connect with site URL, account email and API token; routing is one board (Jira project), or a board per recommendation category with a default board for the rest, with issue type Task and an optional epic and label; routing cannot be changed for one ticket (the category picks the board, epic and label); no parent credentials, each company enters its own. Halo: connect with base URL, client ID and client secret (optional token endpoint and Halo product: Auto, ITSM or PSA); routing is ticket client, site, team, agent, ticket type, ITIL ticket type, status, priority, impact, urgency, source and categories 1 to 4; all can be changed for one ticket; a child can use Managed by parent, but must pick its own ticket client, and client, site, team and agent never come from the parent. ConnectWise: connect with site URL, company ID, public key and private key; routing is service board and status, plus under Advanced company, project, type, subtype, item, priority, source, contact, agreement and SLA; all except company can be changed for one ticket; a child can use Managed by parent and override routing. Autotask: connect with username, API integration code and secret (optional base URL and zone URL, found from the username if left blank); routing is company, contract, project, contact, resource, queue, status, priority and SLA; all except contract can be changed for one ticket; a child can use Use parent credentials and override routing.

Prerequisites​

  • Access to Connectors -> PSA Integration in Spotto for the company you are configuring.
  • A Jira Cloud account that can create issues in the target projects and link them to the target epics.

Create a Jira API token​

  1. Sign in as the Jira account Spotto will use and go to https://id.atlassian.com/manage-profile/security/api-tokens.
  2. Click Create API token, name it Spotto Integration, and copy the token.
Protect the API token

A Jira API token has the same access as its account. Treat it like a password. Spotto stores it encrypted and does not show it again after saving.

Configure Jira in Spotto​

  1. Open Connectors -> PSA Integration and confirm the right company is selected.
  2. Turn on Enable ticketing integration and select Jira.
  3. Enter the Site URL (https://your-company.atlassian.net, no trailing path), the Account email that owns the token, and the token in API token or key.
  4. Under Board routing, pick the board, plus an optional epic and label. To send some categories to other boards, choose Custom boards by recommendation instead.
  5. Click Test connection, then Update.

Spotto loads boards, epics and labels from Jira, so you pick them from lists rather than typing keys.

Custom boards by recommendation​

Pick a board, epic and label for each category: Cost, Security, Performance, Reliability, Compliance and Operational Excellence. The Default project key (board) is still required. Categories left blank, and tickets without a category, go there.

A category with its own board only uses that category's epic, because Jira can't link an issue to an epic on another board.

Validation​

  1. Open Investigate -> Overview -> Recommendations, open a recommendation and click Share recommendation.
  2. Choose Jira and submit.
  3. In Jira, confirm the issue is on the expected board and linked to the expected epic.
  4. If you set boards or epics per category, repeat with a recommendation from another category.
  5. In Spotto, confirm the issue appears on Tasks -> Review -> Tickets.

Troubleshooting​

Issues aren't created, or land in the wrong place​

Likely causes:

  • The account can't create issues in the target project or link to the epic.
  • The board or epic for that category is wrong, or the category is blank and uses the default board.
  • The site URL has the wrong domain or an extra path.

How to fix:

  1. Make sure the site URL is exactly https://<company>.atlassian.net.
  2. Confirm the account can create issues in the project and view the epic.
  3. Check the board and epic chosen for that category, and the default board, in Connectors -> PSA Integration.

Authentication fails​

Likely causes: the token was copied wrongly or revoked, or the email doesn't match the account that owns the token.

How to fix: create a new token, enter it in API token or key, and confirm the email is the account that created it.

Need help?​

If you're not sure which boards or epics to use, contact the Spotto team via your Customer Success Manager or Contact Us. We can screen-share to check the configuration with you.