How to Connect Samanage to Jira Classic

Document created by Yum Darling Administrator on Feb 14, 2018Last modified by Yum Darling Administrator on Jul 16, 2018
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We recently announced the general availability of our newest integration with JIRA (Now Available: Enhanced JIRA Integration ).  The following is created to assist you in setting up your integration. In order to set up your integration with JIRA simply follow the steps below which will guide you through the integration wizard. We have also created a walk through video to assist with the process which can be found here: ( Using the Integration Between Samanage and JIRA )


Please read the whole article before starting your integration **We recommending using service accounts in both systems for setting up the integration rather than an individual’s accounts.**


Step 1- in the integration wizard is to create a public key. In order to do this, simply click on the ‘Generate Public Key” button found in the center of the screen. The key that is generated is essentially a handshake between the applications, enabling one application to speak to the other application. After clicking the button, you will see the public key generated in the window as shown in the screenshot below. 

Step 2: Go to Application Links in Jira


Log in to your JIRA account and, in the Administration list (click on the cog icon in the top right), head to Add-ons.  Applications


Click on Manage add-ons



Click on Application Links


Step 3: Enter the URL of your Samanage account


Enter the url of your Samanage account (e.g. into the field at the top of the "Configure Applications Links" page, and click Create new link.


You will be presented with the following warning message, please disregard it and click Continue.


Step 4: Enter required parameters in Link Applications


In the "Link Applications" modal window, enter the following parameters:


  • In the Application Name field enter Samanage (uppercase first letter)
  • Select Generic Application from the Application Type dropdown.
  • Enter Samanage (uppercase first letter), for the Service Provider Name
  • Enter samanage for the "Consumer key" and the "Shared secret" (note the use of lower case here).
  • For the Request Token URL, Access token URL and the Authorize URL, enter the url of your Samanage account (e.g.
  • Check the checkbox for Create incoming link
  • Click the "Continue" button

You will now be presented with the following screen


Create application link in JiraEnter Consumer Key (alphanumeric - note the lowercase) and a Consumer Name (note the uppercase 1st letter), and paste the RSA public key you generated in Samanage into the "Public Key" field and then click "Continue":



Step 5: In step 2 of the Samanage wizard, you are given the opportunity to pull projects and issues from your JIRA instance over into Samanage. It is at this point where you select which projects in JIRA you would like to be tied to the service desk by simply selecting the associated checkbox.  In addition, step 2 also allows you the opportunity to select the issue type (task, incident, change, epic or story) as shown in the screenshot below.

In step 3 of the wizard you are asked to map fields between JIRA and Samanage as shown in the screenshot below. Here you are assigning a field in Samanage to a field in JIRA.  This relationship will allow data and information to flow to the correct places within the databases on each side of the integration.


In the final step of the wizard (shown below) you are given the choice of what to do when an issue is closed in JIRA. You can choose to keep the Samanage ticket open, or you can choose to close the Samanage ticket.  You also can select the name of the user that is associated with private comments from JIRA back to Samanage. This will be used when you want to communicate to the Samanage Incident Agent privately from JIRA to perhaps let the agent know a private status update. Finally you can select if you want to be able to send comments from Samanage to JIRA via a simple checkbox.  


The following screenshot shows what an active integration looks like. Here you can select the default project and default issue, view your list of projects, add/edit existing project details, and modify field mappings should that be required. 


You should now be presented with the following screen which confirms that the application link was created successfully:
Step 6: Activate integration in Samanage- Back in Samanage, we can now click on the "Activate" button as below:
On the following next screen, please click the "Allow" button:

Now back in Samanage, choose the Jira project to map top and then click on the "Finish Activation" button to connect between Samanage and Jira. Note - The destination JIRA project must have an issue type of "Task".


The following indication will inform you that the integration was completed successfully and the selected Jira project has been mapped:

Optional - step 7:

Set up Projects and Issues, Field Mapping, and Issue Closure and Comments settings
Select the projects and their issue types that you’d like to be available from your Samanage Service Desk.

Choose Samanage fields and their mapping to Jira:

If you wish, you can receive notifications upon closure of an associated  issue in Jira. To enable this, follow the following instructions.

  • First copy the URL generated in Samanage as in this screenshot:


  • Then, in Jira Go to System under the cog wheel


  • Then choose WebHooks on the side menu


  • Then choose "Create a WebHook"


  • On the following screen, enter the following:
    • Give it a name (e.g. Samanage)
    • Then paste the url copied earlier from Samanage to the URL field
    • Then enter under "events": summary ~ "Samanage"
    • In the Comment - click checkbox for event "created, updated, and deleted"
    • And in the issue - click checkbox for event "created, updated, and deleted"
    • (or whatever settings you prefer)
    • Then scroll down and click create



Once back in Samanage - you can select the user in whose name the private comment will be added.  The default user selected is the currently defined account owner.


At your service,


Let us know what you think of this new feature.


Your Samanage Team


(Please Note: In cases where the user/requestor does not exist in JIRA, the default user will still be used).


To see how to connect to the New Jira Experience, click here