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Comment Integration from Jira to SolarWinds Service Desk

Level 11

SolarWinds Service Desk is excited to announce a major enhancement to the SolarWinds Service Desk integration with Jira. This will increase agents’ efficiency by giving users the ability to see comments from Jira inside the SolarWinds Service Desk. Moving forward, it has never been easier to get a complete and comprehensive picture of each incident in your organization.

This enhancement will make sure that new comments will be integrated from Jira to SolarWinds Service Desk. In addition, when a comment is either edited or deleted on a record in Jira, the same comment on the correlating incident in SolarWind Service Desk will be edited or deleted as well, respectively. 

To activate the comment integration from Jira to SolarWinds Service Desk follow the instructions below: 

  1. Open Jira and go to Settings>System>Webhooks

  2. If you have an existing webhook that integrates resolution codes, click Edit. 

  3. If you need to create a new webhook click Create.

  4. Use the following information to create the webhook:

    1. Name: SolarWinds

    2. URL: Copy and Paste from the final step in SWSD

    3. Events: summary ~ “Samanage” OR summary ~ “SolarWinds”

    4. Under Comment, check the boxes for created, updated and deleted.

  5. Click Create at the bottom.

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This is the first of many enhancements planned to improve the SolarWinds Service Desk integration with Jira and increase agents’ efficiency.  

As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these enhancements!