Jira Service Management
Send BigPanda incidents to Jira Service Management (JSM) to create alerts and trigger notifications. This webhook-based integration pushes rich incident data to JSM, including AI analysis, changes, and similar incidents.
Supported Version | Type | Authentication |
|---|---|---|
Jira Cloud | Native app | API Key and Bearer Token |
Limited availability
This feature has limited availability. If you are interested in enabling this functionality for your organization, contact your BigPanda account team.
Key features
Detailed natural-language summary of the BigPanda incident and its correlated alerts.
Troubleshoot faster and easier with suspected root cause.
See similar incidents and changes related to your ticket.
AI Analysis in the BigPanda Panel
Users who have Advanced Insight Module enabled for their organization will automatically see an AI analysis of the BigPanda incident that generated the JSM request. This analysis is included just below the request description and includes the following fields.
Field | Description |
|---|---|
Analysis title | A high level description of the incident. |
Executive summary | A summary of the alert data, key impact, and situation changes for the incident. |
Root cause analysis | The timeline and context of alert events. Describes how these alert events might be related. |
AI reasoning & pattern analysis | The explanation of the logical path the AI traveled to suggest the root cause. |
Similar Incidents | A list of the incidents that are most similar to the incident that generated this request. The score is calculated using similarity categories based on entity, problem, impact, and topology. (See our Similar Incidents documentation for more details.) |
Related changes | A detailed list of changes that occurred shortly before or during the incident. (See our Root Cause Changes documentation for more details.) |
Install the Jira Service Management integration
Use the following instructions to create and configure a Jira Service Management integration.
Install the BigPanda app in Jira Service Management
Admin permissions are needed to install the BigPanda application in JSM. To install and authorize the app:
First, go to the BigPanda console and navigate to Settings > API Keys to create a new API key. You will need this for authorizing and configuring the integration. Once you generate the API key, be sure to copy and save it, as this key will only be visible once.
Add the BigPanda JSM app from the Atlassian Marketplace and follow the instructions in Jira's documentation for installing a new app.
To finish installing, either click Get Started on the installation popup, or go to your admin panel (admin.atlassian.com) and navigate to Apps > Sites > [Your Site] > Connected Apps > BigPanda (JSM) > … > Get Started. Then configure the following fields:
Select usage region: EU users should select
eu.bigpanda.io. Everyone else should selecta.bigpanda.io.API Key: The BigPanda API key you created in the previous step.
Click Save to finish.
Note: the Webtrigger URLs at the top of this configuration page will be needed later in the installation process.
Create an API integration in Jira Service Management
Once the BigPanda app is installed and configured, you will need to create two integrations in JSM: the API integration, and a webhook integration. First, you need to create an API integration.
Navigate to Teams > [Your team] > Go to operations.
(Note: Integrations must be created via the tab on a team’s operation page, but they can be configured to apply to all teams in your organization.)
From the Operations overview page, select the Integrations tab, then click Add integration.
Run a search and select API. (Note that the BigPanda integration found in this search is not the currently supported version and will not work.)
On the next screen, enter a name for the integration.
(Optional) Select a team in Assignee team if you want a specific team to receive alerts from the integration. Select None if you want the integration to be available for all teams in your organization.
Note: If you assign this API key to a specific team, all BigPanda integrations that use this API key will only send alerts to the specified team. To change which team(s) receive alerts, edit your integration and use a different API key that assigns alerts to the desired team.
Select Continue to save the Integration and open the integration settings page.
On the integration settings page, copy the API key. You’ll need this to finish configuring the integration in BigPanda later.
Click Turn on integration.
Create a webhook integration in Jira Service Management
Next, create a webhook integration.
From the Operations overview page, select Integrations and then Add integration.
Run a search and select Webhook.
Enter a name for the organization.
(Optional) If you want a specific team to receive alerts from the integration, in Assignee team, select that team. Select None if you want the integration to be available for all teams in your organization.
Select Continue to save the Integration and open the integration settings page.
On the integration settings page, click Edit. In this modal, select Authenticate with a Webhook account.
Copy the JSM Webhook Integration URL from the BigPanda app configuration screen in step three. Paste into the Webhook URL field.
Tick the boxes for Add alert description to payload and Add alert details to payload. Then click Save.
On the integrations setting page, scroll down to Alert actions and check the following values:
Alert is created
Note is added
Alert is closed
(Note: If you do not see these configuration options, make sure that you’ve enabled Post to Webhook URL for Jira Service Management alerts.)
Click Turn on integration.
Create a new Jira Service Management integration
Once the BigPanda JSM app is installed in Jira, you can create individual integrations. Each integration corresponds to a specific Jira Service Management Space (Project) and needs to be configured through the BigPanda JSM app in Jira.
Create an app key
Create an app key in BigPanda.
Integration specific
You'll need a separate app key for each integrated system.
App key configuration in BigPanda
Configure the webhook in BigPanda
Once you’ve completed all the configuration steps in Jira Service Management, use the form below to specify the callback URL and authentication details. (For more details on configuring a webhook and available parameters, see the Notifications Webhook documentation.)
Go to your admin panel (admin.atlassian.com) and navigate to Apps > Sites > [Your Site] > Connected Apps > BigPanda (JSM) > … > Get Started. Copy the BigPanda Integration URL from the app configuration page and paste it in the Callback URL field in the BigPanda webhook form.
For the header
x-bp-app-key, the app key for this integration should be auto-filled. (If not, copy and paste it from the top of the integration page.)For the header
x-jsm-app-key, input the API key from the JSM API integration you created in step four.
Configure the integration in Jira Service Management
After configuring the webhook, return to your Jira admin panel (admin.atlassian.com) and and navigate to Apps > Sites > [Your Site] > Connected Apps > BigPanda (JSM) > … > Get Started. Then, click the Projects tab to finish setting up the integration.
Only compatible with IT Service Management template
The JSM integration will only work with Spaces that use the IT Service Management template. If your Space does not appear in the JSM ServiceDesk dropdown, it is because that space was created using a different template. At this time, the only solution is to create a new Space using the IT Service Management template.
Click Add Project.
Copy the app key from your BigPanda integration.
Use the JSM ServiceDesk dropdown to select which JSM Space you want to use for this integration. This is the Space where incidents will be sent.
Use the JSM Request Type dropdown to choose the request type you want to use for incoming incidents. (Follow these instructions to customize request types.)