How to integrate SAS Flex with Jira

SAS offers a number of app integrations that are designed to make your life easier. JIRA is an online support ticket system that enables you to keep track of all new support tickets submitted by your customers, manage approval workflows, and more. If your business uses this software, integrating your account with the JIRA app in the portal will automatically push data from your calls into your ticketing system. This eliminates the need for you to do double the work, converting messages into JIRA cases.

Follow the step-by-step instructions below to connect JIRA to your Specialty Answering Service account. In this tutorial, you'll learn how to:

Connect JIRA with Your SAS Account

1
In the SAS Flex portal, click Integrations from the left side menu. 

2
From the Apps screen, click the Install button next to the JIRA logo.

3
On the next screen, type your JIRA URL, User ID and API Key, and then click Save & Connect.

Setting Contact Data Parameters

1
Now that JIRA is connected to the app, click  Add to begin the set-up.

2
First, name your configuration. This is how your JIRA integration will be displayed within your SAS Flex portal. Then, you'll need to tell the system which JIRA project to associate with this integration. Callers' details will be sent to the project you select.

3
Now, select the Issue Type that corresponds to the support cases we will be submitting. Keep in mind that you can create a separate integration for each issue. These would need to follow separate call paths in your script.

JIRA Custom Mappings (Optional)

Once the data section is complete, you can map your call data directly to specific JIRA fields by adding Custom mappings.

1
To begin, click  Add Mapping.

2
In the first drop down box, select either Collector or  Text.

Collector will allow you to use specific SAS script variables to populate JIRA's support ticket fields. If you select Collector, use the dropdown in the second column to select a script variable.

Text gives you the option to type your own data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.

3
After you've completed the second column, you will set the  Object, Type and  Mapping.

The  Object drop down gives you one option: Issue. The Object determines which JIRA fields will be available.

The  Type drop down gives you options for Standard or Custom. Selecting Standard will bring up the default fields for the Object you selected. Setting it to Custom will bring up any custom fields that you have built into your JIRA system.

The Mapping drop down will display the Standard or Custom fields within your JIRA setup. Note that depending on your JIRA configuration, not all fields may map.

4
Repeat the steps 1-3 until you've completed the custom mappings.

NOTE: If you want to remove any mapping, hover over the section you want removed and click Delete

5
When you are finished, click Save

6
Back on the main JIRA page, you can Disable, Edit or Delete your configuration by clicking on the 3-dot icon adjacent to your configuration.

Integrate JIRA into Your Script

When all of your integration settings are complete, contact SAS at service@specialtyansweringservice.net to add the integration into the appropriate block in your SAS script, or follow these instructions to integrate the app yourself.

NOTE: If you've disconnected and reconnected your configuration at any point, you'll need to re-integrate it into your script.
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