Jira Service Management

Jira Service Management is Atlassian’s service management solution for IT and service teams. It is built on Jira, it encompasses deeper service management practices across service request, incident, problem, change, knowledge, asset, and configuration management.

Data integration: Skyvia supports importing data to and from Jira Service Management, exporting data from Jira Service Management to CSV files and replicating data from Jira Service Management to relational databases.

Backup: Skyvia Backup does not support Jira Service Management.

Query: Skyvia Query supports Jira Service Management.

Jira Service Management-Specific Features and Limitations

Skyvia has the following limitations for Jira Service Management:

  • In the Data Integration product, Jira Service Management connections are supported only for packages, which use a new data integration runtime.

    Make sure that the Use new runtime checkbox is selected on the tab bar if you want to use Jira Service Management in your package.

  • Skyvia supports DML operations for the following Jira Service Management objects:

    • INSERT: RequestAttachments, RequestComments, RequestParticipants, Requests, RequestTransitions
    • INSERT, DELETE: Customers, Organizations, RequestFeedbacks.
    • UPDATE, DELETE: OrganizationProperties, RequestTypeProperties.
    • UPDATE: RequestApprovals.
  • Skyvia does not support Synchronization for Jira Service Management since none of the objects has the UpdatedDate field.
  • Skyvia supports Replication with Incremental Updates for such objects of Jira Service Management as RequestApprovals, RequestAttachments, RequestCommentAttachments, Requests, RequestComments, RequestInQueues. However, please note that since none of the above objects has the UpdatedDate field, updated records and any changes made to them will not be applied when replicating with Incremental Updates. Only new records will be replicated.

  • RequestTypes object and its peculiarities. According to the Jira Service Management documentation, this object supports Insert and Update operations. However, when performing these operations, the API returns an error saying that these operations are not supported for OAuth 2.0. In the Jira Service Management documentation, both operations are mentioned as Experimental. Therefore, currently, Skyvia does not support Insert and Update for the RequestTypes objects.

  • RequestParticipants object and its peculiarities. The separate AccountIds field with the JsonArray type has been added, which is used only for data import. The AccountIds field is a required one for data import. When importing data to the AccountIds field, you need to provide a value in the following format:

      [
    
      "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    
      "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3a01db05e2a66fa80bd",
    
      "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae"
    
      ]
    

    That means that you can add several participants at once, using a single request. Please note that if the import operation is successful, the IssueId and AccountId values are not returned in the result log.

Jira Service Management Connections

When creating a Jira Service Management connection, you need to enter Site and log in to Jira Service Management via OAuth 2.0. The OAuth authentication token is stored on the Skyvia server. Your Jira Service Management account login and password are not stored on the Skyvia server.

To create a Jira Service Management connection, perform the following steps:

  1. Click +NEW in the top menu.
  2. Click Connection in the menu on the left to open the Select Connector page.
  3. In the opened pane, click Jira Service Management.
  4. In the Connection Editor page, in the Untitled field, specify a connection name that will be used to identify the connection.
  5. Paste your Jira domain to the Site field, which you can find in your Jira account profile.

    Connection Editor window

  6. Click Sign In with Jira Service Management.
  7. In the opened window, enter your Atlassian credentials used when registering in Jira and click Log in.
  8. After that click Accept.
  9. When the access token is generated, use the Test Connection button to make sure that the connection is successful and then click Create Connection.

    Connection Editor window

Supported Actions and Actions Specifics

Jira connector supports the following actions: