Linking Jira Issues to SAFR Helpdesk

How to link Jira and FD

Below describes how to create a linkage between Jira and FD for both new Jira issues and existing Jira issues.  Either way, Jira and FD tickets should have following fields after linkage:

JIRA Fields

JIRA Field	FD Value	Example
External id	<FD Ticket URL>
Customers	<FD Account name>

FD Fields

FD Field	FD Value	Example
tag	"JIRA" (in addition to the JIRA Ticket ID which is automatically added by linking)	NOTE: Ticket ID is added when you link.  Just add "JIRA" Tag.
status	"Waiting on Engineering"

How to Link Issue

1. From Freshdesk, Open customer ticket and expand Jira App in right panel
2. Click "Link Issue" button
3. Search by either subject or ticket id.
   • Search by subject: Scroll the list of results and click the item to link
   • Search by id: Only works with exact match.  Will automatically link what is found
4. Get link of FD ticket and paste into "external id" field in JIRA (see "Show more fields" link on right in JIRA)
   • FD will add the JIRA Ticket # to the tags field in FD Ticket
   • Add "JIRA" to the tags (needed for search)
5. Add External ID and Customers to JIRA as noted above

How to Create Issue

1. From Freshdesk, Open customer ticket and expand Jira App in right panel
2. Click "Create Issue" button
3. Enter following (click button in upper right if not all fields showing)
   • Issue Type (Defaults to "Task" so make sure to change to "Bug")
   • Update summary and description
     • Don't just accept what customer typed as subject.
     • MAKE SURE its worded to dev clearly understands bug.
   • Set Reporter to yourself
   • Set Priority (Defaults to PO)
   • External ID (copy FD Ticket link and paste here)
   • Customers (Copy Account Name for FD customer and paste here)
     • Make sure you use exact string.  You may need to open new FD window to get it
   • Leave Assignee blank.
4. Click "Create Issue"
5. Add "JIRA" to the tags in FD

Jira Ticket Lifecycle

1. Set to FD Ticket "Waiting on Engineering" after creating Jira Ticket.
   1. Note: If you forget, the FD Ticket is set to "Waiting on Engineering" when Jira ticket is Opened
2. When Jira ticket marked "Resolved", FD ticket will be set to "Resolved in Jira" and Agent assigned to ticket will be notified
3. Perform any validation needed at this time.  Leave ticket in {{ticket.status}} status.
4. Create a Todo item in the ticket and set the reminder date on the Todo for when you expect SAFR to be released (maybe a couple of days after). See following screenshot for how:
   
5. If needed, set yourself as a watcher on the Jira ticket so you can see when it is closed.  No update to Freshdesk will occur when Jira ticket is closed. 
6. IF Jira ticket is put into "Reopened" status, FD ticket will be set to "Open" and Agent assigned to ticket will be notified.  No need to act at this time.
7. When the Todo triggers,check that the issue was released and take following actions:
   1. Mark ticket "Resolved" (note: customer will get email)
   2. Send additional message to the customer explaining the situation and ask them to verify the fix.