JIRA

The Blameless platform integrates with JIRA to allow you to:

  • Automatically Create a Jira ticket when a Blameless incident is created
    • The Jira ticket can be updated with comments when the incident statuses are changed by configuring a webhook in your Jira instance
  • Create follow up actions as Jira tickets in a Blameless incident and postmortem
note

You may only have one ticketing integration enabled at a time.

Getting Started

Prerequisites

Before you start, it's best to assemble all of the values that you will need to proceed with the integration:

  • JIRA Account User name
    • This must be the username for the JIRA account to be used.
  • JIRA Password / API Token
    • A Password is used with JIRA Server (on-premise)
    • A JIRA API Token is used with the JIRA Cloud -- refer to Creating a JIRA API Token
  • JIRA instance base URL
    • The URL of your JIRA API endpoint.
  • The default project key for Incident ticket
    • This is the project that JIRA tickets will get created in automatically when a Blameless incident is created.
  • Default issue type for JIRA tickets
    • This is the type of issue (bug, task, story, etc.) that gets created whenever a JIRA ticket is created.
  • Follow-up Action JIRA ticket default issue type
    • This is the type of issue (bug, task, story, etc.) that gets created whenever a JIRA follow up action is created.
  • Incident/Follow-up JIRA Ticket Link Type
    • This is the default linking between incident JIRA tickets and follow up JIRA tickets
  • You will also need to obtain a set of Blameless IP addresses to whitelist if you are using the JIRA Server instance or are going through a firewall. Please contact a member of the Blameless team to obtain these IP addresses.
note

Do not attempt to use an API Token that is generated from any other account than the one used to create the integration, including that of the JIRA Admin.

Setup the JIRA Integration

  1. Launch Blameless.
  2. Select Settings from the left navigation menu, select Integrations > Ticketing > JIRA
  3. Add the above elements into the respective fields of the JIRA Integration window.
  4. Save the updates.
JIRA Settings

Notification from Atlassian to Atlassian Cloud Users:

"...As of June 2019, Atlassian Cloud users who are using a REST endpoint in Jira or Confluence Cloud with basic or cookie-based authentication will need to update their app or integration processes to use an API token, OAuth, or Atlassian Connect..."

Customers, who are not already using an API token, will need to update their JIRA integration settings to use an API token instead of basic user/password authentication.

Refer to Deprecation of basic authentication with passwords for Jira and Confluence APIs

If adding the token, updating requires:

  1. Create an API token from your Atlassian account. The Token MUST come from the account used to enable the Integration.
  2. Update the Blameless Settings in the Jira Integration pane within the Blameless UI.

Creating a JIRA API Token

  1. Log into the following: https://id.atlassian.com/manage-profile/security/api-tokens
  2. Follow the instructions from the link to create the API token.

Optional: JIRA Webhooks

note

Access to the JIRA Webhook settings requires administrator rights.

  1. Go to any JIRA project and click on Settings.
  2. Select System Settings and scroll to the bottom of the Settings list and locate the Advanced option and select Webhooks.
JIRA Webhooks
  1. Click on Create a Webhook.
Create Webhook
  1. Enter a recognizable name for the webhook and copy and paste the resulting JIRA Webhook URL from the Blameless JIRA Integration pane into the JIRA Web hooks Settings field.
JIRA Webhook SettingsJIRA Webhook URL
  1. Please select the Issue updated and Issue deleted events to trigger the webhook callback.

Testing the Integration

  1. From the Blameless UI, go to Settings > Integrations > Ticketing > JIRA.
  2. Scroll down and select the Default project key for incident ticket dropdown.
  3. If you see the list of projects in the dropdown, the integration was successful.
JIRA Test