Integration with JIRA
Overview
Companies leveraging JIRA for incident management can now seamlessly integrate with MangoApps to synchronize customer-reported incidents in real-time, enhancing collaboration within customer support teams and enabling timely resolution updates for customers. This integration streamlines the flow of information by syncing Jira project issues to MangoApps, fostering efficient collaboration among support team members and improving time to resolution. With real-time updates on issue statuses, stakeholders remain well-informed, fostering transparency and accountability throughout the entire issue lifecycle. Additionally, this integration establishes a cohesive framework for issue resolution, promoting active engagement from developers, support staff, and end-users to promptly address and resolve issues.
Setup of the Integration
Setup within JIRA
To set up the MangoApps JIRA integration, users need administrator privileges in their JIRA account and must provide the JIRA web URL, username, and password for the account. No further setup is necessary within JIRA beyond these requirements.
Setup within MangoApps
From the Admin Portal, navigate to Integrations and enable JIRA.
Return to the User Portal and navigate to the Project where the integration is needed. The user enabling this integration must have admin privileges (either team or network).
Click on the Admin Tools dropdown menu and select Configure Integrations. This will bring up the Configure Integrations menu. From here, toggle JIRA ON."
Upon enabling the JIRA integration, a popup will appear, prompting you to authenticate your JIRA account. Simply click Authenticate with Jira to grant MangoApps access. If the user is already logged into JIRA, it will auto-authenticate.
Within this pop-up menu, you can select the projects in JIRA for which feeds should be created in MangoApps as well as designate the team members who have the permission to post comments, which will be submitted back into JIRA.
Once you have made your selections, click Save Settings.
Congratulations! You have completed the integration setup.
Testing Considerations
Before testing the connection, it's strongly recommended to set up the following:
Authentication Credentials: Ensure that authentication credentials are correctly configured within MangoApps.
Project Selection: Verify that the appropriate JIRA projects are selected for ticket synchronization into MangoApps.
Team Membership: All required project members should be added to the team in MangoApps.
Permissions Setup: Set up the project members who have permission to post back to JIRA from MangoApps.
Proceed with testing the connection by creating a test ticket on JIRA. Verify that the test ticket gets synced into the MangoApps project as expected. You should see something similar to the below image.
Reply to the news feed of the sample ticket in MangoApps and select Post to JIRA. Then, verify if the comments posted are successfully synced back into JIRA.
Any changes to JIRA ticket's status will automatically be reflected in the MangoApps project news feed.
Security Considerations
When integrating with third-party software, several security considerations should be kept in mind:
It is essential for the JIRA admin to share credentials solely with the teams/network admins of MangoApps to finalize the integration process.
Additionally, any comments intended for internal collaboration should not have the Post to JIRA checkbox selected. This ensures that sensitive information remains within the internal collaboration space and is not inadvertently shared with JIRA.
End User Experience
Once the MangoApps JIRA integration is complete, team members can view news feeds for all tickets in MangoApps teams where the integration is enabled.
These news feeds include essential ticket information such as:
Ticket ID : Case number generated by the JIRA project
Reported by : User who has submitted the ticket
Title : Short description for the reported incident
Description : Detailed description for the reported incident
Status : Depending on the current resolution progress, the ticket staus can be one of the below.
Open - The issue is open and ready for the assignee to start work on it.
Waiting for Support - Awaiting acknowledgement of ticket acceptance by the support team
In Progress - This issue is being actively worked on by the support team.
Escalate - Moving issue from one level to another L1>L2>L3.
Pending - Reported by Bug fix and awaiting for release.
Canceled - Ticket is canceled by Submitter.
Resolved - Issue is fixed and the ticket closed.
Ticket creation time : The time at which the ticket was initially created by the submitter.
Ticket last updated time : The time the most recent activity occurred involving the ticket.
Rollout Recommendations
With the setup and connection test complete, the following are a few recommendations when rolling out the integration for end users:
Pilot Testing
The team admin can select a few members from customer support to conduct testing. Create sample tickets from JIRA and respond to them from MangoApps to ensure seamless integration and functionality.
Phased Rollout
If multiple JIRA projects are to be enabled, it's advisable to start with a small group of project members. Gather feedback and then devise a rollout plan for all projects based on the insights gained. This phased approach helps mitigate risks and ensures a smoother transition.
Internal Communications
Utilize MangoApps communication post capabilities to provide regular updates on the status of the rollout. Keep all stakeholders informed about progress, changes, and any relevant updates throughout the integration process to maintain transparency and foster collaboration.
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