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What does the integration offer?

Jira Service Management Compass provides product-specific integration plugins for many widespread monitoring tools and any software system that can send HTTPS/JSON requests for integration. You can add email-based integrations from your team’s operations page.

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  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Search for Emailand select it.

  4. On the next screen, enter aname for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section. This is where you find the customizable email address the email integration is assigned.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Jira Service Management Compass creates an alert for each email sent to the specified email address. By default, email integration uses email subject as the alert message, and email body is put into the alert description field. If the incoming email comes in HTML format, Jira Service Management Compass also attaches the original email to the alert.

  • If an email integration is turned off, Jira Service Management Compass ignores emails sent to the email address.

  • If you turn off the notifications, Jira Service Management Compass creates alerts, but you won’t receive any notifications against them.

Note

The size limit of the emails received through an Email integration is 16 MB. If the overall size (content and attachments) exceeds 16 MB, Jira Service Management Compass ignores the email and doesn’t create an alert.

Advanced settings for creating alerts

With basic settings, Jira Service Management Compass creates alerts with minimal configuration. With advanced settings, you can:

  • define rules to notify different people about different emails

  • define rules to acknowledge or close alerts by using resolution/recovery emails instead of creating separate alerts for them

  • modify alert content by allowing Jira Service Management Compass to parse the email by using string processing methods

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titleCreate alert action

Create alert action creates an alert in Jira Service Management Compass if the email passes the defined filter. As stated in the basic configuration, the default configuration uses email subject as the alert message and body as the description. Create alert action allows customizing how the email is processed. String utilities can extract information from the email and populate alert fields.

Create alert action configuration has several fields that you can modify. Jira Service Management Compass makes the email information (from name, subject, etc.) available as tags, and UI supports dragging these tags into alert fields. The values for these tags are specified directly or extracted from the email variables.

  • The Message field contains the alert text.

  • The Alias field is a special alert field that plays a critical role in alert processing, and can be thought as a user-defined unique identifier for open alerts in Jira Service ManagementCompass. There can be only 1 open alert with the same alias in Jira Service ManagementCompass. This allows Jira Service Management Compass to 1) deduplicate the same/similar alerts 2) identify alerts, and therefore it is setting the alias field properly is essential to be able to update existing alerts (acknowledge, add note, close and so on).

  • The Teams field indicates which team should be notified of alerts. When a team is defined in this field, Jira Service Management Compass uses its escalation to determine the users to be notified.

  • Entity is the name of the entity to which the alert is related, name of the server, application, etc.

  • Source indicates where the alert originated from, typically the name of the monitoring tool or the From address of the email.

  • Tags are labels used for easier identification and categorization of alerts. Use commas in between for multiple tags.

  • Actions: The list of actions a recipient can execute to respond to an alert. Use commas in between multiple actions.

  • Description: Detailed description of the alert; anything that may not have fit in the Message field can be entered here.

  • Extra Properties: Additional alert properties. Enter the property's name in the first field and the value in the second.

  • Note is additional text message added to the alert when an alert is created.

  • User: Owner of the notes which are added to the alert.

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titleClose alert action

Jira Service Management Compass reduces the number of alerts by using recovery emails to close existing alerts rather than creating separate alerts for them. As with other actions, close alert action also has a filter. Close alert action has three fields. The alias is the only mandatory field essential to identify which alert should be closed. If the User and Note fields are provided, then a note is added to the alert before it's closed.

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titleAcknowledge alert action

In Jira Service ManagementCompass, acknowledged alerts indicate that someone has seen the alert and taken responsibility for the alert. When a monitoring tool supports acknowledgment of the alerts and can send an email when an alert is acknowledged, these emails can be used to acknowledge the alert in Jira Service Management Compass as well. Acknowledge alert action configuration is identical to the close alert action configuration.