ConductorOne currently supports Jira Service Management. Additional service desk integrations are coming soon.

How does ConductorOne’s helpdesk automation work?

If your organization’s IT helpdesk wants to keep its current processes and toolchain, but needs to automate approval and provisioning workflows on the backend, ConductorOne’s AI-powered Copilot can manage approval routing and provisioning behind the scenes.

When your colleague request access by creating a helpdesk ticket, Copilot automatically turns the information in the ticket into a request task in ConductorOne. As the request task proceeds through the approval and provisioning steps in ConductorOne, Copilot updates the Jira ticket, maintaining a full audit trail.

Integrate your Jira Service Management instance

Yes, there are TWO kinds of Jira integration! The instructions below set up an integration with Jira Service Management that allows ConductorOne Copilot to create, modify, and resolve Jira service desk tickets.

If you want to connect a Jira Cloud instance with ConductorOne so that you can review Jira access data and grant user access to Jira, go to Set up a Jira Cloud connector.

The integration process includes setup tasks in both ConductorOne and Jira Service Management. We’ll guide you through the process.

In ConductorOne:

1. In the navigation panel, open Admin and click Settings > Service desk integrations.

2. Click Add integration.

3. Select your service desk provider and set a display name for the integration.

4. Click Save. Next, you’ll need to install the ConductorOne app in Jira Service Management.

In Jira Service Management:

1. Click Apps > Manage apps > Settings.

2. Enable Private listings.

3. Click Upload app.

4. In the From this URL field, enter the following:

   https://marketplace.atlassian.com/files/1.1.0-AC/e87e112f-5c07-462d-a57a-d3cd0fd3840f
   

5. Click Upload.

6. Finally, copy the base URL of your Jira Service Management instance (for example, https://example.atlassian.net).

Back in ConductorOne:

1. Click Edit and paste the base URL of your Jira Service Management instance into the URL field.

2. Click Done.

Configure Copilot settings

Once the integration is set up, you’ll see the option to configure how Copilot will work in your Jira Service Management instance.

1. Click Edit to open the editing panel.

2. To enable ConductorOne Copilot to create, update, and resolve Jira Service Desk tickets for you, set the toggle to Activated.

   Set up automation to add the c1 label. When Copilot is activated, it will automatically process all Jira tickets with a c1 label in the project you specify as access request tickets. Make sure to set up automation in Jira Service Management to add this label to the appropriate tickets.

1. In the Jira project field, select the project where you want to use Copilot.

2. Optional. If you want Copilot to only act on tickets from a specific request type (that ), select it from the Jira request type dropdown.

3. Optional. In the Field level hinting section, help Copilot correctly extract the information from Jira tickets to create access requests by mapping ConductorOne access request attributes to the ticket fields in Jira where the information should be pulled from.

4. In the Jira ticket status for resolved requests field, select the Jira ticket status that you want Copilot to automatically set when a request ticket is complete in ConductorOne.

5. Optional. In the Resolved state mapping section, set how you want ConductorOne closed request task status to map to Jira ticket resolution states.

   ConductorOne sets each closed request task to one of the following statuses:

   • Granted (the access was approved and provisioned)
   • Denied (the access was not approved)
   • Canceled

6. Finally, in the Flagging tickets section, set a label that Copilot will automatically apply to Jira tickets in need of manual intervention.

   Set up filters or workflows in Jira Service Management to pull tickets with this label into your team’s work queue.

7. When you’ve finished making your selections, click Save.

That’s it! Your service desk integration is ready to use.