*There have been changes in how Jira allows access to third-party applications. Read this article to create a Jira password: https://help.serviceclarity.com/how-to-guides/connecting-to-jira
To collect data from your JIRA system, you need to configure ServiceClarity with your connection details. You will need the following JIRA details:
- JIRA username
- JIRA password
- JIRA URL - e.g. https://example.atlassian.net
Although ServiceClarity can connect with your JIRA system using any user credentials you provide we strongly recommend that you create a specific user account for ServiceClarity. This enables you to control the JIRA projects and data that can be accessed by ServiceClarity from within JIRA - for example a JIRA user for ServiceClarity does not need write access nor does it need access to projects that will not be tracked from ServiceClarity.
The JIRA URL that you will need is the public address of your JIRA system. To determine this login into JIRA and copy the the start of the address up to and including the .net or .com, etc. In the above example this would be: https://serviceclarity.atlassian.net
From the ServiceClarity application you can create as many connections to your JIRA system as you need. As you build your library of JIRA KPIs you may find that grouping similar sets of JIRA data into separate JIRA connections is a useful way to manage data for specific projects or types of issues, etc. In the screenshot below you can see multiple JIRA connections within ServiceClarity that separate out the data for different projects:
To create a new connection to JIRA in SerivceClarity navigate to the connections page and select the “New” button at the top right hand side of your screen. The new connections dialogue that pops-up offers a number of different connection types including one for JIRA & JIRA ServiceDesk.
Once you have selected JIRA & JIRA ServiceDesk from the available list you may also choose to base this new connection on an existing template, which will include a number of JIRA data collectors templates and associated KPIs. For example, if you have already created a JIRA connection you can at this point choose to copy it as a template for your new connection.
Your newly created connection will need to be configured with your JIRA details - click on the “Edit” link on the JIRA Connection Details section of the connection page.
If you have opted to create a new JIRA connection from an existing template your new connection will have a set of pre-provisioned configuration options and metrics.
The example JIRA connection configuration shown here includes 3 JIRA data collectors for active users, closed issues and in progress issues. All of these have been inherited from an existing connection. There are also 4 configured ServiceClarity variables and at this point it is worth reviewing these variables as they may need updated to reflect the purpose of this JIRA connection, perhaps a change of project or issue type in the
base_jql variable or perhaps this connection does not include “Waiting for customer” as one of the
active.states . It is also worth reviewing the inherited JIRA data collectors (metrics) to make sure that they do not need refined.
ServiceClarity JIRA data collectors
There are a range of specialised ServiceClarity data collectors available for JIRA and JIRA ServiceDesk - data collectors are also known as “metrics” because they are low level metrics extracted from JIRA. When adding a new data collector to a JIRA connection you can select a standard “Issue Counter” or a JIRA ServiceDesk specific SLA collector or one of our cycle time collectors, to name a few. Each of these different collector types will make use of JIRAs JQL to narrow the focus of the collection, as described in previous sections. Some of these collectors require additional configuration; the Custom Field collector for example must be configured with the name of the custom field to collect as well as an aggregation function to apply - SUM, AVG, MAX, etc.