Jira Service Desk Bidirectional Collibra Integration

Jira Service Desk is a cloud computing platform to help companies manage digital tickets for enterprise operations. It provides an IT Service Management system for resolving everyday internal IT issues and has the ability to provide public feedback to the client from within the platform itself.

The aim of this bidirectional integration is to synchronize Collibra Issues to the Jira Service Desk Platform as either Incident or Request Tickets. This integration can synchronize information between both platforms such as Name, Description, Status, Priority, Assignee, Direct links, Ticket types, Closure Resolution, and Comments. This integration has two methods of activation, the first being via a timed scheduler, and the second via an HTTP endpoint request. A CMA file is also included. Once this CMA file is imported within your Collibra instance, it will ensure that all the custom prerequisites will be generated automatically. Another helpful addition is a Collibra Workflow which will update the issue status whenever issue attributes are modified or when comments are added to the issue.

Alternative ways to try out this integration are via the supplied JAR file or Docker image with the compiled build version of the integration. These contain all the required dependencies and source code. After a minimal number of required changes as described in this document, users can run the integration using one simple command.

Use Cases

When modifying a Jira Service Desk Incident/Request from Collibra, the integration allows the following details to be updated:

• Name
• Description
• Priority
• Comments

When modifying a Jira Service Desk Service Desk Incident/Request to Collibra, the integration will synchronize details such as:

• Description
• Status
• Assignee
• Priority
• Internal Comments
• Public Comments
• Closure Resolution

Closing an Incident/Request from Collibra would simply involve changing the issue status in the Collibra platform.

Closing an Incident/Request from Jira Service Desk would require the status of the Incident/Request to be changed to the predefined status configured within the Configuration Asset in Collibra.

Elements in Scope

The integration is designed to retrieve:

• Configuration Asset
• Incident tickets:

• • Jira Project Name

  • IDs

  • Name

  • Description

  • Status

  • Priority

  • Assignee

  • Requester

  • Direct Link

  • Ticket Type

  • Resolution

  • Internal and Public Comments

• Request tickets:

  • Jira Project Name

  • IDs

  • Name

  • Description

  • Status

  • Priority

  • Assignee

  • Requester

  • Direct Link

  • Ticket Type

  • Resolution

  • Internal and Public Comments

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