Jira

Jira: Overview and capabilities

Integrate Atomicwork with Jira to streamline collaboration between your IT, development, and project management teams. This integration allows users to search for Jira issues through the Assistant, ensuring up-to-date information, while also allowing you to automate Jira actions within workflows, saving time and reducing manual effort.

Here are the key features and capabilities you can unlock with the Atomicwork-Jira integration:

• Create and sync Jira issues from Atomicwork: Empower your agents to create Jira issues from Atomicwork and sync all comments and attribute updates with Atomicwork requests so that your team is always in the know.
• Search for Jira issues: Enable your employees to search Jira issues by simply asking the Assistant, allowing them to check the status of tasks, find assigned issues, or search for specific project details without navigating Jira directly.
• Automate Jira actions in workflows: Automate actions in Jira, such as creating or updating issues, through workflows in Atomicwork. This reduces manual effort and ensures smooth collaboration between IT and other teams.

Jira: Permissions and setup

For workflow actions, only admin permissions are required. For Jira search functionality, both admin and user permissions are required.

Permissions

To connect your Atomicwork and Jira accounts, you need:

• Atomicwork admin access: You need org admin access in Atomicwork.
• Jira admin access: You need admin access in Jira, allowing you to manage permissions and integrate Jira with Atomicwork.

To access the full range of Jira-Atomicwork features, the admin connecting the Jira site must grant the following permissions in Jira:

To allow users to access their Jira issues in Atomicwork, we obtain the following permissions in Jira:

Setup - Administrator

• As an Atomicwork admin, navigate to Settings > App Store > Jira, and click on Connect.
• Enter your Jira Cloud Site URL. If not, click on Connect.
• Log into your Jira account and click on Accept to grant the required permissions. Before clicking accept, make sure you pick the right Jira site in the Jira authorization page.
• Your Jira site is now integrated with Atomicwork.

Map Jira projects to Atomicwork workspaces

To create and link Jira issues with Atomicwork requests, Atomicwork admins have to map Jira projects to Atomicwork workspaces.

• Navigate to Settings > App Store > Jira, and click on Settings.
• Scroll to Create Jira issues and link them with Atomicwork requests and click on Manage.
• Add the Atomicwork workspace and link the Jira projects that the agents can have access to from that workspace.

Setup - Employee

Every user who wants to access their Jira issues in Atomicwork will be required to individually connect their account.

You can connect your individual Jira account to Atomicwork by asking the Assistant in MS Teams or Slack to access your Jira issues (by posing a question like "show me issues assigned to me"). ​ The Assistant will prompt you to connect your Jira account and guide you through the process. Alternatively,

• Navigate to Organization settings in Atomicwork by clicking on your profile.
• Click on Connections in the left navigation bar, and select Connect on the Jira card.
• You’ll be guided through the same connection process.

Jira: Creating and linking issues from requests

When you integrate Atomicwork with Jira, you can create and link Jira issues with Atomicwork requests so that your agents can stay on the same page with your engineering team from within Atomicwork.

To create or link Jira issues with Atomicwork, you must connect Atomicwork to Jira and configure which workspaces have access to relevant Jira projects.

List of available Jira actions

You can perform the following Jira actions from within a request:

• Create a Jira issue
• Link a Jira issue

After an issue has been linked to an Atomicwork request, agents can access it to stay updated on comments and property changes. Information is fetched from Jira every time an agent checks on a linked issue.

Create a Jira issue

Workspace agents can create Jira issues from within a request, service request or incident. Agents can create more than one issue and link as many as required.

• Navigate to Your workspace > Requests > Request name.
• Click on the ... button and click on Create or link a Jira issue.
• Choose the Project and Issue type.
• The subject and description will be auto-filled from the request. You will have to enter all other relevant properties that are required, as specified in Jira.
• After an issue is created, you can access it by navigating to Request name > Linked items > Issue name.

Link a Jira issue

• Navigate to Your workspace > Requests > Request name.
• Click on the ... button and click on Create or link a Jira issue.
• Search for the relevant Jira issue or choose from the list.
• The subject and description will be auto-filled from the request. You will have to enter all other relevant attributes that are required, as specified in Jira.
• After an issue is linked, you can access it by navigating to Request name > Linked items > Issue name.

Jira: Using actions in journeys and workflows

When you integrate Atomicwork with Jira, you can perform automated actions like creating issues, and adding or removing users from a project. This allows issues to be automatically created in Jira based on requests received in Atomicwork, making it easier for IT and engineering teams to collaborate seamlessly

To add Jira actions to a journey or a workflow, you must connect Atomicwork to Jira.

List of available Jira actions

You can add the following Jira actions to a journey or workflow:

• Create a Jira issue
• Add users to a project
• Remove users from a project

Create a Jira issue

This action is useful when the IT team needs to raise issues for engineering teams based on requests or incidents received in Atomicwork.​

• Enter a Summary and Description to give a brief title and contextual information about the issue being created.
• Specify the Assignee responsible for resolving the issue and the Creator who is submitting it.
• Set the Priority to indicate the level of urgency.
• Select the appropriate Project in Jira where the issue belongs.
• Define the Issue type, such as Bug, Task, or Story, to categorize the work.
• If creating a sub-task, specify the Parent issue it is related to.
• Add Labels to tag and categorize the issue for easier search and filtering.
• Set a Due date to define when the issue or task needs to be resolved.

Add users to a project

This action is useful for for automatically adding users to Jira projects, particularly during onboarding or on manual requests.

• Select the Users you want to add to the project.
• Choose the Project in Jira where these users will be assigned.
• Assign the Role for these users within the project.

Remove users from a project

This action is useful for automatically removing users from Jira projects, either on manual request or during offboarding.

• Select the Users you want to remove from the project.
• Choose the Project in Jira from which these users will be removed.
• Remove the Role assigned to these users within the project.

Add Jira actions to workflows

A workflow can be triggered by various events, including system events or actions by any person, with Jira actions being one of many available options for IT admins to configure.

• Navigate to Settings > Your workspace > Workflows.
• Create a workflow or select the workflow to which you want to add actions.
• Click on Perform action > Jira actions, then select the desired action and enter the necessary details.

Add Jira actions to journeys

Journeys can be triggered by an agent, scheduled for a certain day or triggered by certain API events.

• Navigate to Settings > Journey templates.
• Click on the journey to which you want to add an action or create a new one from scratch.
• Choose the Stage > Jira actions, then select the desired action and enter the necessary details.