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Jira Software

Configuration​

Follow these steps to configure Ticketing Integration with Jira Software. Ensure you have the following information ready:

info

Requirements:

  • Atlassian Space URL: Your atlassian cloud instance URL, e.g. https://yourcompany.atlassian.net
  • Atlassian Cloud ID: Your cloud ID. Use https://home.atlassian.com. The ID will be shown in the URL.
  • Jira Project Key/ID The Jira Project Name or ID
  • Jira Issue URL: The navigable link to a Jira issue
    e.g. https://yourcompany.atlassian.net/browse/{remote_ticket_id}
  • Jira Issue Enumerators: Values for fields you want to map (e.g. status, urgency, impact). These values enable AME to sync events flexibly with Jira's internal representations. Obtain these values from your Jira administrator.
  • Jira Status IDs For Status mappings the Jira Status ID's are needed. Use https://<yourcompany>.atlassian.net/rest/api/2/status as a starting point.
    • For example, "New" = 10176, "In Progress" = 10174
  • Authentication Parameters: Consult your Jira administrator to create an API token for AME to authenticate with. Use it as the password in combination with the email address of the user the token was created for through basic authentication. We recommend to create a service account.
note

Make sure to map or template the field "summary" as it is required to create a Jira issue.

For Jira these are as follows:

  • Project Template: A Jinja2 template string (can be static) that resolves to the project key or ID in which the issue should be created. This is a required field.
  • Project Template Target: Either "Key" or "ID", depending on what the template resolves to.
  • Issue Type Template: A Jinja2 template string (can be static) that resolves to the issue type name or ID. This is a required field.
  • Issue Type Template Target: Either "Name" or "ID", depending on what the template resolves to.
info

Custom Fields with nested IDs: Some fields in Jira are custom fields and declare a nested ID structure. For example, the data structure for the field "priority" is:

"priority": {
    "self": "https://yourcompany.atlassian.net/rest/api/3/priority/4",
    "iconUrl": "https://yourcompany.atlassian.net/images/icons/priorities/low_new.svg",
    "name": "Low",
    "id": "4"
},

To work with fields like this, list them as priority in the "Custom Fields with nested IDs" input.

1. Set Up Ticketing Integration​

Begin by navigating to the tenant screen. Locate the Ticketing Integration section and click Add to create a new configuration.

Make sure you’ve collected all required information from the section above. You will be presented with the configuration panel to setup a new integration.

Mapped Fields​

Configure how AME fields map to Jira Software fields. Following Source Fields are available:

  • assignee
  • status
  • urgency
  • resolution

Click the + to add new mappings. Here you'll need the numerical values for each mapped field (see Requirements section above).

Mapping AME Status to Jira Software State​

Template Fields​

Fields can be dynamically populated using Jinja2 templating. These fields can be configured to update once (on incident creation) or to continuously update the values when linked alerts are appended to. This is true for both Outbound and Bi-Directional modes.

Below is an example for the mandatory summary field:

A second example sets the Jira description field to the value of the Splunk Search description:

{
  "version": 1,
  "type": "doc",
  "content": [
    {
      "type": "paragraph",
      "content": [
        {
          "type": "text",
          "text": {{ ame.originQuery.description | tojson }}
        }
      ]
    }
  ]
}

Click Test Connection and Authentication to verify connectivity to Jira.

2. Configure Templates to Use Ticketing Integration​

Ticketing Integration is applied at the template level. To enable ticket creation:

  1. Create a new template or edit an existing one (see Templates

  2. In the Ticketing dropdown, select the integration you’ve just configured

Working with Events​

Once an alert is triggered using a template with Ticketing Integration, corresponding details will appear in the event view.

Events linked to Jira issues will display a direct link to the remote ticket (only after successful creation and linkage).

Under the Ticketing Integration tab, you can track the sync status and view whether actions were successful:

Reviewing in Jira Software​

Once a ticket is created, it appears in your Jira Software instance as a fully populated incident.

Troubleshooting​

If synchronization fails, error messages will appear in the Ticketing Integration panel for the affected event.

Common causes:

  • Unsupported state transitions (e.g., New -> Closed not valid in AME)
  • Jira connection issues

Best Practices & Use Cases​

  • Authoritative Events: Treat AME as the source of truth for event state
  • Cross-Team Collaboration: Use your corporate ITSM to bridge teams across silos
  • Process Alignment: Align AME with your standard enterprise ticketing workflows

Next Steps​

For more information, see: