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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, Change Requests (CRs) 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 can configure  Service Health based on the  status and count of JIRA tickets 
  • 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
  • See the trends of issues request coming from each customer

Authorising Access to JIRA

Follow the steps below to authorise 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 top-right for Settings (Gear Icon) > Integrations
  3. Find and click on JIRA Software in the Integrations Hub 
    • Enter your JIRA Domain URL and the JIRA Admin's  Email Address (this email should be of the one who has created an API token)
    • 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. 

Note: It usually takes 6-12 hours to fetch the entire data, depending on the number of records.

Read more here about to "How to associate JIRA cards to the specific account in CSB?"

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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