You can connect dynaBOARD to JIRA Service Desk, to allow your customers to submit, view comment on tickets as well as initiate actions on them (e.g. escalate, close, cancel tickets). You need an active JIRA Service Desk license for your instance, and it works both for JIRA Server and JIRA Cloud.
For further information about the features and capabilities of Confluence please visit the Atlassian website.
The JIRA Service Desk API still contains some experimental functions, which were needed for the integration in dynaBOARD. According to Atlassian, they should be almost final, so we do not expect any problems. We just want to let you know that in case you update your JIRA (server version) or if it gets updated by Atlassian (cloud), it might be possible that it breaks the integration at one point or the other.
We will monitor this closely, and if it happens we will publish a hotfix to get it working again. We just felt you should know about this.
The integration with dynaBOARD allows the following features:
You need an active JIRA Service Desk license (cloud or server) in your JIRA instance, else this feature will not work in dynaBOARD.
In order to allow dynaBOARD to create new customer users it is necessary to grant the API user sufficient rights. If you use JIRA Cloud, this is already set up when you install/update the plugin. For JIRA Server, you need to give the API user the rights to create customers.
If the API user does not have these rights, it will not be possible for a customer user to create a new ticket if he is not already listed as a customer user in JIRA (and has access to the corresponding service desk).
As JIRA does not know which customer users in dynaBOARD belong to a single customer, we use the "Organization" object in JIRA to distinguish them. Otherwise all your customer users would see all tickets from all other customers - something you want to avoid. What you need to do before setting up Service Desk access in dynaBOARD:
You have 3 customer companies, already set up in dynaBOARD:
In JIRA, you create 3 Organizations, e.g. named "Company A", "Company B", "Company C". As Company A has 1 user already in JIRA Service Desk, you add this one to the "Company A" organization. If some of the others creates a ticket later in dynaBOARD, he/she will be created automatically in JIRA Service Desk by dynaBOARD.
For Company C you add all the 5 existing users to the Organization "Company C in JIRA.
Now you can edit the customer in dynaBOARD by assigning the organization to them. By this, all your Company A customer users will see all tickets for Company A, but none from the others.
Log in to dynaBOARD (with your partner user, not the admin user), and go to Settings. Then click on the tab Service Desk.
Select "active" under Service Desk Integration. A button will then show up, labelled "Check connection". Click on it. If JIRA Service Desk is installed and has an active license, the check should succeed. If it fails, check the logs (for Server version), or contact our support (for Cloud version).
After that, click on Save.
Now you need to assign your customers in dynaBOARD to the organizations in JIRA. On the left menu, click on Manage Customers, then on Edit for the customer you want to set up the link. Then click on the tab Service Desk.
You will see a lot of information and some fields. Fill out the form as follows:
After that, click on Save. If all works well, you should get a positive response.
Now log in as a customer and see if all works well - you should get a new menu item in the customer menu titles "Tickets".
If you need to find the field id manually (in case auto-detection fails), proceed as follows:
In case this does not work for you, or if you are having problems finding the id, please contact out support - we will be happy to help you.
The following custom field types are currently supported by dynaBOARD for JIRA Service Desk - more will follow in future releases: