Atlassian Jira Service Management plugin

This plugin allows you to add a data source to monitor service desks from your Atlassian Jira Service Management environment.

Only the Jira Cloud offering is supported by this data source.

How to add a Atlassian Jira Service Management data source

1. To add a data source click on the + next to Data Sources on the left-hand menu in SquaredUp. Search for the data source and click on it to open the Configure data source page.

2. Display Name:

   Enter a name for your data source. This helps you to identify this data source in the list of your data sources.

3. Domain URL:

   The domain for your Atlassian instance in the format
   https://your-domain.atlassian.net

4. User Email Address:

   Enter the email address of your Atlassian user account. You need to have access to that user account since you need to create an API token with the same user you entered here (see next step).

   Here's how the email address (Atlassian user account) you use here influences which data will be returned:

   For Confluence data source: If the user account doesn't have access to a space, the space won't be returned. If the user account has read-only access to a space, you'll get the pages in that space.

   For the Jira data source: Even if the user account you use here has just read-only access to a project, the issues in that project will still be returned.

   For the Jira Service Management data source: If the user account doesn't have access to any Jira Service Management service desks, nothing will be returned by the data source.

5. API Token:

   Go to your Atlassian account, create an API token, and paste it in here. You can go directly to your Atlassian API tokens using this link: https://id.atlassian.com/manage-profile/security/api-tokens

   Note: You need to create the API token with the same user account you used for the User Email Address field.

   Tip: If you are using the Atlassian Confluence and the Atlassian Jira data source you can use the same token for both data sources.

6. Optionally, select whether you would like to restrict access to this data source instance. By default, restricted access is set to off.

   Restrict access to this data source

   The term data source here really means data source instance. For example, a user may configure two instances of the AWS data source, one for their development environment and one for production. In that case, each data source instance has its own access control settings.

   By default, Restrict access to this data source is set to off. The data source can be viewed, edited and administered by anyone. If you would like to control who has access to this data source, switch Restrict access to this data source to on.

   Use the Restrict access to this data source dropdown to control who has access to the workspace:

   • By default, the user setting the permissions for the data source will be given Full Control and the Everyone group will be given Link to workspace permissions.

   • Tailor access to the data source, as required, by selecting individual users or user groups from the dropdown and giving them Link to workspace or Full Control permissions.

   • If the user is not available from the dropdown, you are able to invite them to the data source by typing in their email address and then clicking Add. The new user will then receive an email inviting them to create an account on SquaredUp. Once the account has been created, they will gain access to the organization.

   • At least one user or group must be given Full Control.

   • Admin users can edit the configuration, modify the Access Control List (ACL) and delete the data source, regardless of the ACL chosen.

   Data source access levels

   Access Level:

   Link to workspace	User can link the data source to any workspace they have at least Editor permissions for. Data from the data source can then be viewed by anyone with any access to the workspace. User can share the data source data with anyone they want. User cannot configure the data source in any way, or delete it.
   Full Control	User can change the data source configuration, ACL, and delete the data source.

   See Access control for more information.

7. Click Add.

   You can also add a data source from Settings > Data Sources > Add data source, but sample dashboards are not added when using this method.

Using the Atlassian Jira Service Management data streams

What is a data stream?

Data streams standardize data from all the different shapes and formats your tools use into a straightforward tabular format. While creating a tile you can tweak data streams by grouping or aggregating specific columns. Depending on the kind of data, SquaredUp will automatically suggest how to visualize the result, for example as a table or line graph.

Data streams can be either global or scoped:

• Global data streams are unscoped and return information of a general nature (e.g. "Get the current number of unused hosts").

• A scoped data stream gets information relevant to the specific set objects supplied in the tile scope (e.g. "Get the current session count for these hosts").

See Data Streams for more information.

Service Desks

Scope to the Atlassian Jira Service Management data source. A number of object types are discovered:

• Customers

• Organizations

• Queues

• Request Types

• Service Desks

Once you have selected the object, a list of several data streams will be provided. For example, you can select Queues as the object type, and then select the Queue Requests data stream to bring up a table of your tickets.

Queue data streams are defined around a JQL query, timeframes within SquaredUp will not be used on Queue data steams as these provide inherent filtering.

Timeframes can be used for other object types. Some of the available data streams can be used in conjunction with the dashboard/tile timeframe to filter by date. For example, Request Type data streams could be used in the following ways:

• Requests / Closed (resolution date) – use with a 30 days timeframe to show all closed requests with a resolution date from the last 30 days.

• Requests / Open (created date) – use with a 7 days timeframe to show all open requests that were created within the last 30 days.

AQL Query

1. In the tile editor, filter by the Atlassian Jira Service Management data source, select AQL Query from the data stream list and then click Next.

2. Query:

   Enter the AQL query that you want to use, for example: objectType = "Computers".

   See Jira Service Management: AQL for more information about AQL queries.

   Only the first 300 objects will be returned.

3. Click Save.

Insight Objects by Type

1. In the tile editor, filter by the Atlassian Jira Service Management data source, select Insight Objects by Type from the data stream list and then click Next.

2. Object Type:

   Select the Object Type that you want to use from the dropdown, for example: Clients.

   Only the first 300 objects will be returned.

3. Click Save.