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, Change Requests (CRs) 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 can configure Service Health based on the status and count of JIRA tickets
- 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
- See the trends of issues request coming from each customer
Authorising Access to JIRA
Follow the steps below to authorise CustomerSuccessBox access to JIRA software
- CustomerSuccessBox requires API Key to authenticate with JIRA software. Learn how to generate API Keys JIRA software support article.
- Log-in to your CustomerSuccessBox instance and navigate to the top-right for Settings (Gear Icon) > Integrations
- Find and click on JIRA Software in the Integrations Hub
- Enter your JIRA Domain URL and the JIRA Admin's Email Address (this email should be of the one who has created an API token)
- Copy the API Key in the API Key field.
- Click Authorize and then click Next
- Select the Project Boards & Issue Types that you want to fetch from JIRA Software
- 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.
We can now also use OAuth option if we do not have the API Key to authorize Jira Integration. |
You will receive an Email from CustomerSuccessBox when all the issues have been fetched.
Note: It usually takes 6-12 hours to fetch the entire data, depending on the number of records. |
Read more here about to "How to associate JIRA cards to the specific account in CSB?"
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:
|
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,
- Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
- Create a conversation from here
- Send an email to support@customersuccessbox.com
Anu Dudhat
Comments