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How to integrate JIRA with CustomerSuccessBox

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


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  1. Anu Dudhat

  2. Posted
  3. Updated

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