Integrating Jira ServiceDesk with BetterCloud

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When integrating a new application with your BetterCloud instance, the overall installation process is consistent. However, each integration is different, and may require varying levels and types of authentication. This article provides instructions for configuring and collecting all the information you need in order to add the Jira ServiceDesk integration in BetterCloud.

BetterCloud requires the following authentication type when integrating with Jira ServiceDesk:

  • Username and Password (Basic HTTP Authentication - password is an API token)

You will also need to enter the following additional environment variable in order to successfully connect:

  • jiraDomainNameBaseUrl

*Please note the following important requirements:

  • Though they are technically separate integrations, the connection processes for Jira, Confluence, Jira Service Desk, and Atlassian are similar, and you may use the same API token to authenticate all 4 integrations, if desired. 
  • In order to integrate with BetterCloud, you must be using Jira Cloud rather than Jira Server. You can read more about the differences in functionality here. Atlassian's cloud products are accessed through a unique URL that is specific to your organization, while server products are not.

Username

This is the email address of the Jira Administrator account you are using to connect.

Password (API Token)

The password for the Jira ServiceDesk integration is the API token generated by the Jira Administrator account you are using to connect.

 

In order to create your API token, navigate directly to the following URL and sign in: https://id.atlassian.com/manage/api-tokens 

Click “Create API token.”

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Name your token so you can recognize it later.

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Once you click “Create,” you will be directed to a pop-up where you can copy the token. Be sure to copy it now, as you will not be able to view or copy it again.

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Domain Name Base URL

The base URL allows BetterCloud to direct API calls to the correct Jira ServiceDesk instance. This is the first part of the URL that displays when you log into any of your Atlassian products.

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Once you have successfully added the integration, your base URL, API token, and username can all be updated at any time in the integration’s configuration.

JIRA Service Desk Organizations

You can learn more about Jira Service Desk Organizations here. Organizations can be viewed, edited, and added by navigating to “Customers” from the left sidebar of a Jira Service Desk Project.

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