ITSM integration with Jira

Integration of Sunrise ITSM with Jira can be easily configured in the integrations app using the REST API feature. In this common scenario for organisations which need to share data, here we look at how we can add and update records in Jira from the Sunrise application, and also how Sunrise can receive information back from Jira.
For example in an Incident record within Sunrise where the organisation has Incident issues with a piece of software, the IT services team may want to escalate the issue to the software development team who are using Jira. It’s a straightforward operation to select and send the information to Jira, using the API. The Sunrise record is then automatically updated with the Jira reference and the record created within Jira. A full history shows the action taken with its time stamp and full details. The record in Jira shows the details sent which can be configured in Sunrise which can include summary full description and the relevant Sunrise record. Back in Sunrise, there are now options to update the Jira record, sending additional information back to Jira via automatic update. If the development team want to add information and send back to Sunrise, that Is then updated back in the Sunrise record and the owner automatically alerted to the update. As well as updating notes, Jira can also update the request Status from Jira, such as resolution completed – which in turn triggers and alerts the user to the change of status in Sunrise.

Watch this video for details of integrations.

 

For more information on how Sunrise can help you, please get in touch with a member of the team.

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