Atlassian ServiceDesk Connector
The Atlassian ServiceDesk connector enables seamless synchronization of service desk tickets, comments, attachments, and more between Atlassian Service Desk and other work systems using SyncNow.
đī¸ Key Features
- Entity Synchronization: Synchronize service desk tickets from Atlassian Service Desk to other work systems and vice versa.
- Field Synchronization: Synchronize comments, rich text fields, links, select lists, statuses, users, and attachments.
- Enrichment and Linking: Enrich, link, and add comments to every ServiceDesk entity.
âī¸ Setting Up the ServiceDesk Connector
To set up the ServiceDesk connector in SyncNow, follow these steps:
-
Navigate to the Systems Page
Access the "Systems" page from the main menu. -
Add a New System
Press the "Add System" button to create a new system connector. -
Configure the ServiceDesk Connector
- Name: Enter a unique name for the ServiceDesk connector.
- Type: Select "Atlassian Service Desk" from the "Type" dropdown menu.
- Allow Self-Signed Certificates: Enable or disable the toggle for self-signed certificates.
- URL: Provide the URL to the ServiceDesk instance.
- Username and Access Token: Enter the username and access token for the ServiceDesk instance. (Create an API token if not already done.)
- API Version (Optional): Add a preferred API version. Currently, SyncNow supports only API v2.
- đ Webhook Security: Configure system connector security options used for webhooks in SyncNow.
-
Verify and Save
- Press the "Verify Connection" button to check if the connection is established successfully.
- Press the "Save" button to save the connector settings.
â ī¸ Limitations
- Field Changes for Timer Synchronization: In the default timer synchronization configuration, field changes are required to detect relationship changes. ServiceDesk does not notify SyncNow when only relations (like issue links) are added or removed. Sync processes subscribed to WebHooks will handle these changes as expected.
- Entity Type Changes: Changing the type of an entity is not supported.
- Project Moves: Moving an entity to another project is not supported.
- Rich Text Fields and Attachments: SyncNow supports synchronization of rich text fields and attachments, but embedded attachments within rich text fields are not supported.
đī¸ Major Supported Fields
SyncNow provides support for synchronizing a wide range of fields between Atlassian Service Desk and other work systems:
| Field Name | Field Type | Sync Direction |
|---|---|---|
| Summary | Text | Bidirectional |
| Description | Rich Text (WIKI) | Bidirectional |
| Issue Type | Select List | Unidirectional (ServiceDesk to Other Systems) |
| Status | Select List | Bidirectional |
| Priority | Select List | Bidirectional |
| Labels | Multi-Select List | Bidirectional |
| Assignee | User | Bidirectional |
| Reporter | User | Bidirectional |
| Comments | Rich Text (WIKI) | Bidirectional |
| Attachments | File | Bidirectional |
| Due Date | Date | Bidirectional |
| Created Date | Date | Unidirectional (ServiceDesk to Other Systems) |
| Updated Date | Date | Unidirectional (ServiceDesk to Other Systems) |
| Fix Version | Select List | Bidirectional |
| Components | Multi-Select List | Bidirectional |
| Custom Fields | Various (Text, Number, Date, etc.) | Bidirectional |
| Resolution | Select List | Bidirectional |
| Environment | Text | Bidirectional |
| Original Estimate | Time Tracking | Bidirectional |
| Remaining Estimate | Time Tracking | Bidirectional |
| Time Spent | Time Tracking | Bidirectional |
| Request Type | Select List | Bidirectional |
| Service Level Agreement (SLA) | Date/Timer | Bidirectional |
| Customer Request Type | Select List | Bidirectional |
| Organization | Text | Bidirectional |
| Approvers | User/Group | Bidirectional |
| Approval Status | Select List | Bidirectional |
| Linked Issues | Reference | Bidirectional |
| Watcher | User | Bidirectional |
| Escalation Level | Select List | Bidirectional |
| Security Level | Select List | Bidirectional |
| Parent | Reference | Bidirectional |
| Subtasks | Reference | Bidirectional |
- Embedded Attachments: SyncNow fully supports attachments and rich text fields with pictures. However, synchronization might have limitations depending on the target system's capabilities.
đˇī¸ Entity Types
The Atlassian ServiceDesk connector supports synchronizing the following entity types between Service Desk and other work systems:
- Service Request: Standard requests submitted by users for services or information.
- Incident: Reports of unplanned interruptions or reductions in quality of IT services.
- Problem: Records of the underlying causes of one or more incidents.
- Change: Requests for changes to be made to IT infrastructure or services.
- Task: Action items or work to be completed as part of a larger process.
- Custom Issue Types: Any custom entity types defined in your Service Desk project.
âšī¸ Note:
You can map each Service Desk entity type to the appropriate entity type in your target system for flexible and accurate synchronization.
đ Links & Continuous Sync
The ServiceDesk system connector in SyncNow allows users to synchronize, enrich, and link issues from Atlassian Service Desk with other work systems. SyncNow can automatically register ServiceDesk webhooks for continuous synchronization. The connector works with Jira Data Center, Jira Cloud, and Atlassian Service Desk.
SyncNow can auto-register Atlassian cloud webhooks for continuous synchronization.