Your Guide to the BeyondTrust and Atlassian Jira Service Management (JSM) Integration

Today’s IT service management (ITSM) landscape is becoming increasingly complicated. The rise of work-from-anywhere employees, hybrid work models, and an increased dependence on partners and vendors has created an unprecedented level of demand for internal and external support. It has also resulted in new challenges. IT support teams are now required to manage a diverse array of devices, easily downloadable apps, SaaS enterprise applications, and multicloud environments. This complexity is compounded by the need to deliver more efficient service to internal and external customers, meet management’s demands for higher productivity and ROI, and prioritize security in the face of an evolving cyberthreat landscape.

This is why BeyondTrust is so excited to introduce our new integration with Atlassian Jira Service Management (JSM). Atlassian and BeyondTrust have partnered to provide new integrations with both BeyondTrust Remote Support and Password Safe. Both integrations are designed to reduce cybersecurity risks and increase the productivity of your service desk—all with the same tools you trust.

In this blog, I explore how these new integrations allow customers to deliver a smoother support experience and improved service levels across departments, with more comprehensive end-to-end processes.

Atlassian Jira Service Management is a comprehensive IT service management (ITSM) tool designed to streamline service delivery and support across organizations. It combines workflow automation, customizable service desk capabilities, and real-time collaboration tools to enhance IT operations and support processes.

The integration of JSM with BeyondTrust allows organizations to harness the power of two industry-leading platforms that are seamlessly integrated to provide a comprehensive ITSM solution. The BeyondTrust Platform’s industry-leading capabilities in protecting Paths to Privilege™ combined with Atlassian Jira Service Management's robust ticketing and workflow capabilities ensure an optimized IT service delivery model and a seamless experience for IT teams and end-users alike.

• Granular security - Protecting your organization's assets and data is so critical today, and now, with BeyondTrust's advanced security features and JSM’s robust ITSM features, our solutions offer granular access controls, privileged session management, and threat analytics to safeguard against internal and external threats.

• Automated workflows and faster incident resolution – Our integrated solutions enable the automation of routine tasks, streamlined workflows, and faster incident resolution, allowing your IT team to focus on strategic initiatives that drive business growth.

• Comprehensive reporting and analytics: With this latest integration, you can gain valuable insights into your IT operations with comprehensive reporting and analytics. Track key performance indicators, identify trends, and make data-driven decisions to optimize your IT service delivery, improve user satisfaction, and maintain compliance.

• Faster support requests - Initiate a support call directly from a JSM incident or change record simply by clicking “Get Support Now,” which opens a session directly with the user – either a check-in, or a full screen sharing session.

• Easier access - Enable easy, seamless, and secure access to desktops, servers, and systems quickly – without having to revert to a third external system. There is no chair-swiveling (nor, as we will see below, cutting and pasting data from screen to screen).

• Streamlined authentication - With credentials secured by BeyondTrust and automatically integrated with the JSM workflow, users no longer have to scramble or use additional applications to gain access. This integration also goes a long way toward eliminating vulnerabilities in your ITSM processes.

• Simplified change management - Users can even launch a privileged session from a JSM change record and perform privileged actions, such as configurations or change management, directly from a change request.

Let’s drill down into each product to see the features and capabilities that have been enhanced or added through the JSM integration.

BeyondTrust Remote Support

Integrating Jira Service Management (JSM) with BeyondTrust Remote Support offers numerous benefits, enhancing both service desk productivity and security, and providing a comprehensive solution for modern IT service management.

• Generate session keys - Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that is automatically associated with the selected issue.

• Export BeyondTrust session data to the selected issue - Once the support session ends, the issue is automatically updated with information gathered during the session, including customer details, representatives involved, chat logs, file transfers, session notes, recording links, and exit surveys from both customers and representatives.

• Access an issue from the representative console - Using BeyondTrust's custom links, a representative can access an associated issue directly from the representative console, saving time and providing necessary context to quickly resolve the issue .

• Auto-issue creation - For previously unreported issues or questions, the end user can submit a simple issue description to begin a support session immediately. The integration uses this information to create a new Service Desk issue, saving time and unnecessary steps for both the end user and support staff.

• Auto-issue state transition - Based on a specific customer or representative exit survey response, the integration can automatically transition the issue to a specific state. For instance, if the survey indicates the issue was resolved during the Remote Support session, the issue can be closed.

• Introducing jump to asset - Representatives can now remotely access an asset with a single click from within the Incident, Change, Service Request, and Problem modules, which will initiate the session to that asset using the Representative Console. JSM Admins can define any custom field they are storing the asset record in, and this feature will work across all versions of JSM – Free, Standard, or Premium/Enterprise (which allow you to use the Asset Management Module).

BeyondTrust Password Safe

Integrating Atlassian Jira Service Management (JSM) with BeyondTrust Password Safe significantly enhances security and efficiency across the organization:

• Seamless request and approval - The integration allows organizations to seamlessly request and approve access to managed systems and accounts without changing user interfaces. This process adheres to the company's incident and change management protocols.

• Privileged account access - JSM users can request to check out credentials or sessions for privileged accounts managed by Password Safe through any Jira Service Management project workflows. Access is granted only for the requested and approved asset and privileged account. Once approved, users can initiate RDP or SSH sessions directly from ServiceNow using native connectivity tools like Remote Desktop Connection or Putty.

• Access validation and auditing - The integration ensures ticket validation before granting access, and it maintains a detailed audit trail of who approved the request, including the privileged account and asset involved.

• Efficient connections - Users can connect to assets from within the Incident, Change, Service Request, and Problem modules, streamlining the support process.

• Easy installation and configuration - The integration is simple to install and configure. JSM Admins can define custom fields for storing asset records, making this feature compatible with all JSM versions—Free, Standard, Premium, and Enterprise.

The seamless integration of and Atlassian Jira Service Management with BeyondTrust’s Remote Support and Password Safe products provides a unified and efficient experience for IT teams and end-users—whether they are using Password Safe, Remote Support, or both. Enhanced security features, such as granular access controls and privileged session management, safeguard against threats, while the automation of routine tasks and streamlined workflows lead to faster incident resolution and increased operational efficiency. Additionally, comprehensive reporting and analytics offer valuable insights, ensuring compliance and enabling data-driven decisions to optimize IT service delivery and improve user satisfaction.

These integrations are fully certified by Atlassian and supported by BeyondTrust. Be sure to check out the BeyondTrust – Jira Service Management solutions now available on the Atlassian Marketplace.

For additional information including a great demo video, see the BeyondTrust - Atlassian JSM partner page.