Overview

As an IT admin, you often delegate SaaS management tasks to other stakeholders. 

Using Torii's automated capabilities and relying on rich Torii data, you can create tickets or tasks in popular collaboration platforms whenever Torii identifies that a process needs to be initiated.
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Prerequisites 

Jira cloud integration is connected with Reading and writing permissions.

How to open a ticket

1. From the workflow select Jira >> Create Jira Cloud Issue action >> Choose
   
   
2. Select the Account to which you want to open the ticket. 
3. Select the Project where you want to place the new ticket. Projects are pulled from the selected account. 
   Note that the project list will display the Jira projects in which the Torii admin who connected the integration has either Administrator or Service Desk Team role. We will only show public projects.
   
4. Select the Issue type associated with the above project; note that the list will also include the custom issue types.
5. Write the issue Summary & Description, and note that you can add personalization tokens to enrich your message with the data from Torii.
6. Select the Priority; here also, custom priorities are available.
   The Priority is associated with the selected account.
   
7. You can also add reporter, assignee, components (based on the selected project) and due date.

8. You can also include custom fields.

   

   You must add the custom field ID and its corresponding value.

   To get the custom field ID:

   1. Open the Custom field section in Jira admin console. 

2. Open the required custom field details from the menu.

3. You will see the field ID in the URL.

Copy the ID and paste it into the left text field. Note that you need to add a prefix customfield_, resulting in a format like customfield_1234.

Next, input the desired value into the right field. You can use personalization tokens.

Note that we currenly support the following custom field types:

• Float
• Datepicker
• Radiobuttons (ensure the correct value is provided to avoid action failure)
• Textarea
• Textfield
• Readonlyfield
• URL

When a workflow is triggered, and the ticket is open, you can view its ID in the workflow actions log. Click on the ID link in the "Details" column to open the ticket in the Jira instance.

 

Note that:

• The issue will be created with the default status from the Issue type selected in the action.
• If you leave the reporter field empty, the reporter of the new issue will be the user whose credentials (email) were entered when connecting the Jira account. 
  

Share ticket details with stakeholders

Once you created a ticket, you can add the ticket ID and URL as personalization tokens in the next workflow actions.

For example, when an employee requests access to an app from the catalog, you can first create a Jira issue and next send the employee a Slack message with the issue number and a direct link to Jira, allowing to easily monitor the progress of their request.

Additional articles 

Delegate an Offboarding Task With Jira