Integrating with Jira Server (On-Premise)

FireHydrant can create tickets in Jira for each of your incidents, with linked tickets for actions performed during the incident and for follow-ups to be performed later. This way, all actions scheduled or proposed during an incident are tracked in your existing workflows. This helps project managers to easily estimate and schedule follow-up work. 

Note: To configure FireHydrant’s Jira Server integration requires a Jira administrator and a user with a FireHydrant owner role. FireHydrant recommends creating the Jira Server integration using a generic system admin Jira account to prevent potential problems from a Jira admin’s departure and subsequent account decommissioning.

Setting up Jira Server (On-Prem) integration

Identify or create as service account user in Jira with access to the projects you want to be available in FireHydrant.  FireHydrant recommends using a generic Jira Server service account instead of a named individual to avoid problems if that individual were to depart the organization. 

The Jira Server service account used to authorize the integration must have the minimum functional permissions. Ability to:

    1. Read all Jira projects to be used with FireHydrant.
    2. Read all Jira ticket types to be used with FireHydrant.
    3. Read all Jira fields and custom fields to be mapped in FireHydrant.
    4. Read, create, and edit issues in the projects to be used with FireHydrant. 

Note: If you are using SSO with Jira make sure that the Jira account you use to authorize the integration is exempted from SSO (i.e. configured to authenticate with user name and password instead).

From FireHydrant left navigation bar, select Integrations. Locate and add the Jira Server (on premise) integration, using the username and password from the previous step. You also need your Jira server URL and authorization access from FireHydrant's NAT IP address (34.150.247.118 and 35.185.58.206) if there are network restrictions.


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Click Submit.

Jira webhook configuration

To see updates to your Jira tickets reflected in FireHydrant, you can add a webhook to Jira.

In the FireHydrant left nav, click Integrations.  Click to edit your Jira Server (on premise) configuration. From the Jira Server integration page, copy the webhook URL.

Follow the instructions for setting up a webhook in Jira using the URL you copied from FireHydrant.

Project configuration

Note: In order for FireHydrant users to be able to create tickets in Jira projects configured in FireHydrant, they will need to have  corresponding permissions in Jira to access the projects.

Next you’ll want to configure how FireHydrant should interact with your Jira Server projects. From the FireHydrant’s Jira integration configuration, navigate to the Projects section. From here you can define the default behavior on a per project basis, for example the default issue type for FireHydrant incidents and follow-up actions and relationships between linked issues.

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Removing a configured project

Note: To avoid unexpected problems, before you delete a configured Jira project, ensure that you have accounted for any Runbook steps and linked incidents and action items that reference the project.

To remove a configured Jira project from the integration, go to the Jira Server integration settings. Under Projects click Edit next to the project you wish to remove, then select Delete Permanently. Confirm the action.

Configuring Jira custom field mappings

If you have Jira custom fields that you wish to populate with FireHydrant incident data, please refer to the custom field configuration document.

Setting a default project

Next configure a default project for your organization.  This will act as a fallback in the event that a FireHydrant Jira ticket creation request request cannot communicate with the specified Jira project.  To set a default project go to Organization > Account Overview. From the Account Overview page, choose to Edit the Organization section.  On the Default project for tickets entry select a default project, then click Save organization.

If in the future you disconnect this integration, you will need to reconfigure the default project if you decide to reenable it.

Creating Jira incident tickets from a Runbook

Note: The default behavior is to allow only a single top-level incident ticket per FireHydrant incident. There is no limitation on linked action items tickets. If your organization requires multiple top-level incident tickets per incident, please create a support ticket to request that this functionality be enabled for your organization.

In order to trigger a Jira Server issue creation from a new incident, you'll need to add a Runbook step and specify the Jira project destination.

From the Runbook step menu navigate to Jira Server and select Create a Jira Server Issue. Select the Jira project destination from the configured project list, and optionally adjust the default populated fields.

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Now you're ready to create action items in FireHydrant and sync them to Jira.

Troubleshooting Jira Server integration issues

Unable to view Jira projects

If after Jira integration setup, you are unable to connect to and view Jira projects with the integration authorizer account, this may be due to your Jira SSO configuration.  To correct this, grant the integration authorizer account the ability to connect to Jira Sever via user name and password rather than through SSO.

Another potential cause is the firewall configuration blocking access to the FireHydrant static IPs listed in the above configuration.

Other Jira-related issue

See the Jira troubleshooting guide for detailed diagnostics of Jira-related problems.

 

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