How do I integrate Bocada Cloud with Jira Service Management for ticketing?

Automatically generate tickets in Jira when a backup job or data collection fails

Follow the steps below to integrate Bocada Cloud with your Jira Service Management (SaaS) instance. This will enable Bocada Cloud to automatically create and update tickets in Jira Service Management for backup and data collection failures after a specified numbers of attempts. 

Prerequisites

Before you begin, ensure you have the following:

• An active Jira Service Management account.
• Permissions within your Jira account to generate Personal Access Tokens (PAT) and access to the target project where tickets will be created.
• Your Jira Service Management instance URL (e.g., yourcompany.atlassian.net for Jira Cloud.

Generate a Jira Personal Access Token (PAT)

A Personal Access Token is used to authenticate Bocada Cloud with your Jira Service Management instance securely.

1. Log in to your Jira account.
2. Click on your profile avatar in the bottom-left corner (this might be in the top-right on older Jira versions).
3. Select Profile from the menu.
4. On your profile page, navigate to Personal Access Tokens. (This option might be under a "Security" tab or within "Account settings" depending on your Jira version and configuration).
5. Click on Create token.
6. Enter a descriptive Token name (e.g., BocadaIntegrationToken) so you can easily identify it later.
7. (Optional but Recommended) Set an Expiry date for the token according to your security policies.
8. Click Create.
9. Crucial Step: Jira will display the token. Copy this token immediately and store it in a secure password manager or vault. You will not be able to view the token again after closing this dialog.

Configure the Jira Integration in Bocada Cloud

Once you have your Jira Personal Access Token, proceed with the configuration in Bocada Cloud:

1. Log into Bocada Cloud.
2. In the Bocada Cloud left navigation menu, select Administration > Ticketing Integrations > + Add
3. Click the Jira Service Management tile
4. On the configuration details page, enter the fields below:

Verify Connection

After completing all fields on the ticketing integration page, click the Verify connection and create a sample ticket button to verify that the communication is working between Bocada Cloud and Jira. If successful, you will see a confirmation message and test ticket number. Look in Jira to verify the ticket has been created.

If you receive an error message after trying to verify the connection, review the data you entered to make sure it is correct. Double-check all your inputs, especially the Instance Name, Username, Token, and Project Name/Key. Ensure the Personal Access Token (PAT) has the necessary permissions in Jira. If you are still experiencing issues, create a support ticket in Bocada Cloud to get additional help. 

Set up and Save a Ticket Trigger

After you verified that the connection between Bocada Cloud and Jira is working, create a trigger to automatically generate an incident when a backup job or data collection fails. 

1. Click the Set up a Ticket Trigger button on the confirmation page after configuring the integration with Jira. Or, on the left navigation menu, select Administration > Ticketing Integrations > List and click the Add Ticket Trigger icon for the Jira integration you just set up.
2. Trigger Name - create a name for this ticket trigger which will display in Bocada Cloud associated with the connection to your Jira instance. You can create multiple triggers for the same Jira connection; therefore, enter a name that will describe the type of trigger you are setting up (e.g. Backup job failure tickets). 
3. Parameters: Organizations - select the Organization(s) this ticket trigger will be set up for which identifies the list of connections to backup applications to choose from.
4. Parameters: Connections - choose whether the ticket trigger will apply to all or only specific connections to your backup applications.
5. Trigger: Type - select whether this ticket trigger will be generated based on a Data Collection Failure or a Backup Job failure.
   • Note: you can set up multiple ticket triggers for a single connection to Jira. Once you create a trigger for one type of failure, you can add another trigger for a different type of failure. 
6. Trigger: # - select how many consecutive attempts before the ticket is generated (e.g. a backup job fails 3 consecutive times and then a ticket is generated in Jira). 
7. Status Fields Assignments - optionally, when the incident is created in Jira, you can choose to auto-populate other static data fields in the incident with specific values. For example, you can select the Assigned To field and auto-populate a person's name so the incident is automatically assigned to them. 
   • Note: the static data field value you enter in Bocada Cloud must match exactly what is in your Jira incident screen. If you choose to automatically assign an incident to a person, their name needs to be an exact match (Jane Doe -- not Jane or Doe or J Doe) in order for the static field to be populated correctly.  
8. Ticket Creation Failure Notification - optionally, you can choose to receive an email notification if the creation of a Jira ticket fails. If you select this option, enter the email address(es) of the recipients of the notification.  
9. Save the trigger - click the Save button to save the ticket trigger. You will need to save it before you can create a test ticket. Once saved, the trigger will appear on the Administration > Ticketing Integrations > List page, under the Jira integration. Click the down arrow to display the list of ticket triggers.
10. Create Test Ticket - once you have saved the ticket trigger, you can test it to make sure it's functioning correctly. From the list of Ticketing integrations, edit the ticket trigger by clicking the pencil icon. Then click the Create Test Ticket button at the bottom of the panel to check that the integration and ticket creation process is successful.