Respond to and manage incidents using the Oracle Enterprise Manager 13.5 Connector for Jira Service Management

March 2, 2022 | 3 minute read
Desiree Abrokwa
Product Manager, Enterprise and Cloud Manageability
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This blog assumes the reader is familiar with Jira Service Management and Enterprise Manager.

Are you currently using Jira Service Management for incident management and are interested in integrating it with Oracle Enterprise Manager monitoring? Now you can use our Jira Service Management REST Ticketing Connector to integrate Jira with Enterprise Manager for incident response and management.

We are excited to announce the release of our new Jira Ticketing Connector in Enterprise Manager (EM) 13.5! It is certified with all release updates (RUs) of EM 13.5.

What are the features?

  • Creating and updating tickets
  • Using and creating ticketing templates

Creating and updating tickets using Oracle Enterprise Manager 13.5 with Jira Service Management 

Using this connector, you can create, update, and manually close a ticket within Jira for any incident created in EM. You can either manually create a Jira ticket or set rules to automatically create a ticket when an incident is created in EM.

Figure 1: Manual creation of a Jira ticket in the EM Incident Manager console. 

 

Figure 2: Defining a rule to automatically create a Jira ticket based on an incident condition.

 

The Jira ticket that is generated contains the relevant information about the EM incident. It also includes a link to the EM console to enable you to leverage EM’s diagnostic and resolution features to resolve the incident. In the EM console, the link to the Jira Incident is shown within the context of the incident to allow you to quickly access the ticket.

Figure 3: Jira ticket details, including the link to the EM console.

 

Figure 4: EM Incident Manager Tracking section, with Ticket ID that includes a hyperlink to the Jira ticket.

 

Using and Creating Ticketing Templates

You can also use ticketing templates to create Jira tickets that comply with your enterprise’s ticketing standards. These ticketing templates are used to map the EM incident and its attributes to the attributes of a Jira ticket. To get you started, you can use the out-of-the-box ticketing templates to customize these or define your own templates.

 

Figure 5: Our out-of-the-box Jira Problem Create and Update template.

Get Started with the Jira Service Management REST Ticketing Connector

Start using the Jira Connector now to integrate Jira with Enterprise Manager monitoring. 

For video tutorials on getting and using the connector, see the following:

  1. How to Install and Configure
  2. How to Use
  3. Template Modification Guide

Additionally, see this documentation for a detailed description on the installation and configuration process for the Jira connector. Lastly, see this page for further resources.

Desiree Abrokwa

Product Manager, Enterprise and Cloud Manageability

Desiree is a Product Manager in the Enterprise and Cloud Manageability organization at Oracle Corporation. She currently focuses on the monitoring space of Enterprise Manager. She has a Bachelor of Science degree in Computer Science from the University of Maryland, College Park.


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