Update Customer Request
Description
Jira Service Desk: Create Service Request plugin step creates a service request in Jira Service Desk.
Compatibility
Jira Service Desk on Cloud and Jira v8.4.1 (JIRA Service Desk Application v4.4.1) on-premise
Limitations
The following fields are unsupported: Time Tracking, Original Estimate, and Remaining Estimate.
Note: Supported format for Date type fields, such as Due Date is ‘YYYY-MM-DD’.
Configurations
| No. | Field Name | Description |
|---|---|---|
| 1 | Step Name | Name of the step. This name has to be unique in a single workflow. |
| Connection | ||
| 2 | Base URL | Server name or IP address with port of the JIRA Service Desk instance in case of on-premise (http://xx.xx.xx.xxx:8081). In case the on-premise instance has been customized provide the appropriate URL. Provide cloud URL in case of on-cloud instance (e.g.- https://xxxx.atlassian.net/secure/BrowseProjects.jspa) |
| 4 | Username | Specify a username to authenticate in a JIRA Service Desk instance having the permission to create a service request. This field is mandatory. |
| Password | ||
| 5 | Accept Value as variable/static | Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. Else enable checkbox for Password field to appear as Text box. |
| 6 | Password/API Key | Provide password of the username to authenticate in case of on premise instance and API Key/token in case of on cloud instance. Following is the link to find the steps to generate the API token for cloud instance: https://confluence.atlassian.com/cloud/api-tokens-938839638.html Password/API is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory. If checkbox above is enabled Password/API field appears as Text box and accepts static or variable values. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps. |
| 7 | Test Connection | Verifies whether the connection is established or not. Note: For the purpose of verification fields coming from previous steps are not allowed since field values can only be accessed when workflow is in running state. Static values and environment variables are allowed. |
| Input Fields | ||
| 1 | Service Desk (Project Key) | Name of the Service Desk for which the service request is supposed to be updated. |
| 2 | Button: Get | Clicking on this button populates the list of all the available Service Desks in provided JIRA Service Desk instance. |
| 3 | Request Type | Specify a Request type with which the service request is to be updated. |
| 4 | Issue Key | Key of the issue to be updated. |
| 5 | Button: Get | Clicking on this button populates the list of all the available Request Types in the provided JIRA Service Desk instance. |
| 6 | Accept fields as JSON | Enable checkbox to accept the fields to be updated in JSON format. |
| 7 | JSON | Select the field in the stream containing the JSON text. The JSON field can be any field in the stream or can be created using any step such as Generate Rows, Modified Java Script, Set field value to a constant etc. Sample JSON (for Request Type: Request New Software) is shown below: {"Description":"Laptop Slow Speed","Summary":"Slows Down","Attachment":""}Note: Provide Key: Value pair for all the mandatory fields. Only String and Number fields are allowed; other data types are not supported in the current release. You may upload attachments using “JIRA Attach File to Issue” step or download attachments using “JIRA Download Attachments” step. |
| Table: | Choose fields and provide field values to create a Jira issue. | |
| 8 | Variable Field Name | This is an optional field. Choose a field in input stream from drop down list or provide a user or system defined variable. |
| 9 | Static Field Name | Clicking on this column field brings a dialog with the list of available fields to update a Service Request. |
| 10 | Field Value | Specify a Field value to hold the value of field name selected in Field Name column above. All the mandatory fields for creating a Service Request for a JIRA Service Desk instance must be selected and the field values should be provided else the workflow throws an error mentioning the mandatory field that is missing. Request Type and Summary are mandatory fields for all Service Requests. Some Service Requests may have additional mandatory fields. |