Overview

JIRA is a proprietary issue tracking product developed by Atlassian that allows bug tracking and agile project management.

Engineering & Product teams use JIRA software to manage and monitor customer issues, new feature requests,  bugs, incidents, engineering tasks, product change requests that they collect from the customer facing teams.

How JIRA Integration will help me?

• You will be able to view status of on JIRA cards/issues which were assigned to Engineering team.
• You will be able to see consolidated view all the JIRA tickets raised for a specific customer in one single place 
• You can actor in status and count of JIRA tickets in Health calculations
• You will be able to set up Alert based on certain criteria.

Why should I integrate with JIRA ?

Integrating JIRA with CustomerSuccessBox, enables you to:

• Associate JIRA cards/issues having bugs, technical tasks, new feature requests, any incidents etc to the specific account
• Import or sync JIRA cards to Issues in CustomerSuccessBox
• Have a 360 degree view of your customer's request & status update by the development team on various issues.
• Configure Risk Alerts on the basis of properties of Issues
• Set up Service Health configuration on the basis of trend of issues
• See the trends of issues request coming from each customer

Authorizing Access to JIRA

Follow the steps below to authorize CustomerSuccessBox access to JIRA software

1. CustomerSuccessBox requires API Key to authenticate with JIRA software. Learn how to generate API Keys JIRA software support article.
2. Log-in to your CustomerSuccessBox instance and navigate to the Integrations Hub from Settings (Gear Icon) > Integrations
   
3. Find and click on JIRA Software in the Integrations Hub 
   • Enter your JIRA Domain URL and the JIRA Admin Email Address
   • Copy the API Key in the API Key field.
   • Click Authorize and then click Next
4. Select the Project Boards & Issue Types that you want to fetch from JIRA Software
5. Review the fields that would be pulled from JIRA and click Save 

That's it! Your JIRA has been integrated. Now sit back and relax while CustomerSuccessBox pulls in the issues from JIRA. You will receive an Email from CustomerSuccessBox when all the issues have been fetched. Post this, you can navigate to the Account360 page and start manually associating Jira Issues to the Account(s) 

What data is fetched from JIRA to CustomerSuccessBox?

JIRA software integration supports Data-In integration from Projects, Issues in JIRA to Issues object in CustomerSuccessBox. 

CustomerSuccessBox requires the following from JIRA core software:

• Understanding of which Projects/Boards and Issue Types that needs to be synced
• The user authorizing JIRA should have Admin access to the projects or boards that need to sync

NOTE: API Keys are stored in encrypted form at rest Keys are decrypted only during backend HTTPS call for integration Decrypted API keys are never exposed on the client side Integration is read-only, and CustomerSuccessBox never performs any call other than GET

CustomerSuccessBox has 'READ-ONLY' access to JIRA issues from the Project Boards that are selected during the integration configuration. Following data points are mapped to CustomerSuccessBox:

CSB	JIRA	Context
source_id	id	Unique identifier for this issue. Eg: BUGS - 234
key	key	Unique identifier for this issue. Eg: BUGS - 234
external_project_id	fields.project.key	Unique identifier of the JIRA Project Board
summary	fields.summary	Brief one-line summary of the issue
description	renderedFields.description	Detailed description of the issue
identified_by_name	fields.reporter.displayName	Person who entered the issue into the system
assigned_to_name	fields.assignee.displayName	Person to whom the issue is currently assigned.
status	fields.status.name	Stage the issue is currently at in the Project Board
status_category	fields.status.statusCategory.name	Status type of the Stage in the project board  eg: to-do, in progress, completed
priority	fields.priority.name	Importance of the issue eg: High, Medium, Low, Blocker
type	fields.issuetype.name	Issue Type eg: Task, Story, Bug
created_on	fields.created	Issue Created Date
updated_on	fields.updated	Issue Updated Date
due_date	fields.duedate	Issue Due Date
progress	fields.progress.progress	Numerical Value of the progress status
resolution_summary	fields.resolution.name	Resolution status of Issue eg:Done, In-progress
target_resolution_date	fields.resolutiondate	Target date for Resolution
actual_resolution_date	fields.resolutiondate	Actual date for resolution
labels	fields.labels	Label attached to the issue

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
2. Create a conversation from here
3. Send an email to support@customersuccessbox.com