Jira Service Management
Connect a single JSM instance or merge complex multi-instance environments into a centralized service desk hub.
Connecting your Jira instance
Before you can configure your table, connect your Jira instance from Jira admin settings > Apps > UniPortal > Connections. This is always the starting point for any integration — you have to connect your tools before anything else can happen.
Click Connect new tool and choose Jira Service Management from the list.
Unlike Salesforce or Azure DevOps, connecting JSM doesn’t require generating any API tokens or keys. Since your Jira instance is already part of the same Atlassian organization as UniPortal, you simply authorize the connection - you’ll be redirected to an Atlassian consent screen. If your Atlassian account has access to more than one site, pick the correct one from the Use app on dropdown before confirming.
Once you confirm, your instance appears in the connections list tagged MASTER, along with its instance URL, who connected it, and its connection status.
The connection name (here, “one-atlas-fqgt”) is pulled from your instance’s base URL by default - click the pencil icon next to it to rename it. Keep in mind, this is the name your customers will actually see as a tab on their portal.
When configuring JSM in the Edit Table settings, administrators can customize two main areas:
Define JQL
Use up to three pre-defined JQL metric blocks (counters) to summarize ticket data on the portal - for example, how many open tickets you have or how many are waiting for approval. You can customize the JQL and label text of the default blocks, or create your own from scratch. These blocks can be edited at any time or reset using the Restore defaults option.
Default Columns
By default, the table displays:
- Type
- Reference
- Summary
- Status
- Service project
- Requester
Supported Extra Fields
You can greatly expand the standard view by adding extra columns. We support both native Jira fields and a wide range of custom fields:
Native Jira fields: including Approvers, Assignee, Due Date, Created, Priority, and Updated
Custom fields & metrics: like Assets, Date pickers, service desk SLA metrics, Group pickers (single/multi), and User pickers (single/multi)
Once your columns and tiles are set the way you want them, your JSM data is live on the customer portal.