Configure BeyondTrust for Jira Service Management

When the app is deployed and configured within Jira Service Management, complete the configuration within Remote Support.

Create Outbound Event

Jira Outbound Events

  1. Navigate to /login > Management > Outbound Events.
  2. In the HTTP Recipients section, click Add and name it Jira Integration or something similar.
  3. Enter the Outbound Event URL for the web trigger. This was displayed on the Jira Service Management General Settings screen.
  4. Scroll to Events to Send and check the following events:
    • Support Session End
    • Customer Exit Survey is Completed
    • Representative Survey is Completed
    • (Optional). Someone Joins a Support Session
  5. Click Save.
  6. The list of outbound events now contains the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error, which you can use to repair communication.

The Someone Joins a Support Session event is optional. This event is needed only when using the Auto-Create functionality.

Create Custom Link

Add Custom Link

Under Rep Console > Custom Links, click Add to create a new custom link: URL: https://<jira-environment>/browse/%SESSION.CUSTOM.EXTERNAL_KEY%, replacing <jira-environment> with the hostname of your JIRA Service Management instance.