Admin Guide

Jira v2 App


Our Jira v2 app allows you to create Jira issues from the helpdesk and link tickets with issues.

To install this app:

1) Go to Admin > Apps > Apps > Select 'Jira v2' > Click 'JIRA V2' > Install App.

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2) In the next screen you will have to configure several options:

  • Use your own keys or click 'Generate Keys' to have Deskpro generate a pair for you. They are generated when you load the interface.

  • Fill the 'The JIRA instance you want to connect to' field with the root url to your JIRA server for example: https://your-company.atlassian.net if you are using the cloud version.

  • The JIRA Consumer Key will be a code used to identify Deskpro in your JIRA instance. You can define a custom and identifiable name.

  • IMPORTANT - You cannot hit Update Settings. We will return to this screen later in the configuration.

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3) Now in your Jira installation (either Cloud or on-premises), go to Jira Settings > Products > Application links. Enter your helpdesk URL and click 'Create new link'.

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4) If you receive a warning the url being invalid although you enter it correctly, it's safe to click 'Continue' and ignore it.

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5) Fill in the fields as shown in the image below and make sure you enable 'Create incoming link' then click 'Continue'.

  • The 'Application Name' can be a name picked by you to identify the application
  • Check the option 'Create incoming link' and click continue

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6) In the new popup, enter the required details

  • Paste the 'Consumer Key' as you defined in Deskpro configuration
  • Type a 'Consumer Name', it's just an identifiable string
  • Paste the 'Public Key' obtained in Deskpro configuration and click Continue.

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7) Go back to Deskpro to the final configuration of JIRA

  • Make sure 'Consumer Key' that you added in Jira into the 'JIRA Consumer Key' matches the one in Deskpro.
  • Click 'Update Settings' and give your consent in the pop-up that appears to authorize the connection between the app and Jira.
  • Note: You may need to enable/allow pop-ups if this does not appear.

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Congratulations! You can now start linking existing Jira issues in tickets, or adding new Jira issues directly within Deskpro.

Adding Jira Issues:

  1. Navigate to the ticketing interface and open a ticket.

  2. In the collapsible app pane, click '+ Add'.

  3. Choose the 'Project', 'Issue Type' and enter a 'Summary'. These are the required fields, but you can click 'Show All Fields' if you want to add more information for this issue.

  4. Cick 'Create'. A new issue will be created in Jira and you will see a link to view this issue in the Deskpro app pane.

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Linking Jira Issues:

  1. Navigate to the ticketing interface and open a ticket.

  2. In the collapsible app pane, click 'Find'.

  3. Search for the Jira issue ID and select the issue from the results list.

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Unlinking Jira issues:

  1. If you wish to unlink the issue from the ticket, click on the cog icon and click 'Unlink'.

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Editing Jira Issues:

  1. If you wish to edit a Jira Issue, just access the collapsible app pane, click on the cog and click Edit.

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