Configure Jira Service Management (JSM)

Owned by Aaron Beaudoin
Last updated: May 14, 2024
4 min read

Zilla Access Request for Jira Service Management Application Installation

  1. In your Atlassian cloud deployment add a new app/integration from the Atlassian marketplace.

    1. Search for Zilla Access Request for Jira Service Management app in the Atlassian marketplace.

    2. Add the Zilla Access Request for Jira Service Management app to your Atlassian cloud instance. 

Setting up a secure connection

A secure connection needs to be established between your Zilla instance and your Atlassian Jira Service Management environment. 

  1. In your Zilla instance, click on Settings and within the Configure Access Request section a connection from your Zilla instance to your Jira Service Management environment can be established.

  2. Click on Configure to set up connection details that will be entered in the Zilla JSM Application.

  3. Enter in your Atlassian base URL (for example: https://mycompany.atlassian.net)

    1. Click on Generate to generate a Client ID and Client Secret. 

      1. Do not close this window, you will need to copy and paste this information into the configuration of your Zilla JSM Application. 

  4. Using a separate browser window, access the configuration of the Zilla JSM Connector -Administration in your Atlassian cloud instance and enter the following information: 

    • Domain - this is the domain that is used to login into your Zilla instance.

    • Client ID - Paste the Client ID value from your Zilla instance.

    • Client Secret - Paste the Client Secret value from your Zilla instance.

    • Click on Save changes - this will setup a connection with your Zilla instance. A successful connection will display:

  5. From your Zilla instance, click on the Check connection button to validate a successful connection. 

  6. Close the connection configuration dialog, the connection has been established successfully.

Notes: 

  • If you regenerate the Client Secret from within your Zilla instance you will then need to update the Client Secret in your Zilla JSM Connector.

  • If you delete the connection from within your Zilla instance, the configuration will be removed from the Zilla JSM Connector configuration. 

JSM Service Request Portal Configuration

This section covers configuring your service request project in Jira Service Management to enable Zilla applications and permissions to be requestable through your request portal.

  • Enabling Request Forms for Zilla fields:

    • Go to your JSM Project Settings 

      • Go to Zilla settings to allow which request types can show Zilla fields in request form.

      • Enable which request types will support Zilla fields.

  • Enabling Request Form for Approval workflow 

    • Go to your JSM Project Settings 

      • Go to Request types, Service requests to customize the types of service requests your project will use.

      • Identify the Request type that was configured for Zilla fields and change the workflow to leverage your service management approval workflow. For example: Service Request Fulfillment with Approvals workflow for Jira Service Management.

        Example service request with Approval workflow:

 

  • Include Request form with Zilla field in your Request Portal 

    • Go to your JSM project Portal settings to make sure your request portal groups include the request form(s) that were enabled with the Zilla fields, so users making requests will be able to request specific application/permissions access.