The bot will directly perform actions in your Jira Service Desk project to create, update, and query information about tickets.
In your Production Jira environment, the following accounts are needed (set to
- A dedicated service account for the bot in Jira to read/update tickets and read users/KB articles.
- In the Atlassian Admin page, assign the jira-servicedesk-users role
- In the Jira Service Desk Project Settings, assign the Service Desk Team role
- One agent account (for testing & end-to-end validation) with Service Desk Team role
- One user account (for testing & end-to-end validation) with Service Desk Customers role
Along with the service account, please provide an XML export of your Jira Service Desk workflow. See instructions here on how to export your workflow: https://support.atlassian.com/jira-cloud-administration/docs/import-and-export-issue-workflows/
The Moveworks service interacts with your Jira platform so that the bot can:
- monitor tickets for autonomous resolution
- reach out to an employee when a Jira ticket needs the employee's attention
- create tickets to log issues the bot has resolved autonomously
- create tickets for issues that require an agent's attention
- read the Jira user roster so that the bot can log and assign issues appropriately
- read Jira forms from your portal to it can serve them to end users when applicable
For testing, please clone the production project to a separate test project in the same production Jira environment, utilizing the same workflows and ticket types. (Note: tickets from the production project do not need to be cloned to the test project). Also, provide the above accounts same level of access to this project as they have in the production project. This project will be used for testing purposes and during the IT Testing phase, before switching over to production and rolling out the bot to all users.
- The account in your test Jira project is used by Moveworks to validate integration changes before they are deployed to production
If your Jira instance cannot be accessed directly via API there are 2 options available to make it available for access via the Moveworks platform.
- Moveworks Agent
This is a lightweight appliance Moveworks would install on your VMs behind the firewall, therefore with this option no firewall changes are needed to integrate with Atlassian Server.
- IP Whitelisting
Apply a firewall exception for the Moveworks IP ranges. (Please reach out to your Moveworks Customer Success team for the IPs).
Note: If you are already using the Moveworks Agent for another integration, you will need to use the same agent to connect to Jira.
Moveworks categorizes your states into the following buckets. If there is no corresponding state, your Moveworks team may recommend an additional state.
- New / Reopened
- In Progress
- Waiting for User
- Resolved / Closed
Moveworks requires the following workflow transitions to function as expected:
All → Resolved(or similar state)
All → In Progress(or similar state)
All → Re-Opened(or similar state)
All → Resolved transition:
Moveworks requires the Assignee field to be on the Resolved screen, so it can be set as the Assignee when an issue is resolved by the bot. Any other fields that must be set upon Resolution should also be present on this screen, so Moveworks can set the appropriate value. This is required even if the transition is restricted to API access only.
Transitions may be locked down to API-only use so agents can continue to follow their existing workflows without confusion:
Bot-specific transitions also allow JIRA admins to control static values. Here are some common use cases:
Reopen set assignee to
Workflows, select the
transition, and click
Post Functionsfrom the pop-up.
Post Functionstab and click
Add post function
Update Issue Field
Select the appropriate
Additional values will require additional
Updated 2 months ago