To enable JIRA in your Freshservice account, go to Admin > Apps > Get more Apps.


Then locate the JIRA app from the app gallery and install it.

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Enter your Domain name, JIRA admin username-password and your sync preferences. 



Then add your sync preferences. You can sync comments across both platforms and choose to sync attachments in Freshservice tickets, problems, changes and releases to JIRA issues. 



For status updates, you can choose either to have a comment added at the other end or map specific statuses between Freshservice and JIRA.



Integrating with On-Premise JIRA instance


On Premise JIRA instance will be accessed using the Local IP or DNS Names. E.g. http://192.168.10.10:9090 or http://bug-server:9090


Since the Local IP or DNS Name will not be reachable for Freshservice instance from the cloud, we can use a tool like NGRok.

 

ngrok allows you to expose a web server running on your local machine to the internet. Just tell ngrok what port your web server is listening on.

If you don't know what port your web server is listening on, it's probably port 80, the default for HTTP.

EXAMPLE: EXPOSE A WEB SERVER ON PORT 80 OF YOUR LOCAL MACHINE TO THE INTERNET
ngrok http 80

When you start ngrok, it will display a UI in your terminal with the public URL of your tunnel and other status and metrics information about connections made over your tunnel.

THE NGROK CONSOLE UI
ngrok by @inconshreveable
 
Tunnel Status                 online
Version                       2.0/2.0
Web Interface                 http://127.0.0.1:4040
Forwarding                    http://92832de0.ngrok.io -> localhost:80
Forwarding                    https://92832de0.ngrok.io -> localhost:80
 
Connnections                  ttl     opn     rt1     rt5     p50     p90
                              0       0       0.00    0.00    0.00    0.00
        

ngrok provides a real-time web UI where you can introspect all of the HTTP traffic running over your tunnels. After you've started ngrok, just open http://localhost:4040 in a web browser to inspect request details.

Try making a request to your public URL. After you have, look back at the inspection UI. You will see all of the details of the request and response including the time, duration, headers, query parameters and request payload as well as the raw bytes on the wire.

Once the IP is exposed and you get a new Public IP, you may specify the URL in JIRA Integration section as below


To view details of your linked Freshservice tickets/problems/changes/releases in JIRA, and conversely to view JIRA issue details in Freshservice, the Administrator is recommended to create a “Free Text” custom field in the name “Freshservice Tickets”.



To create a custom field, click on Administration, and click on Issues under Administration




Under Fields, click on Custom Fields on the left sidebar.




In Create Custom Field screen, select Free Text Field and click on Next.




Input Freshservice Tickets in Field Name and click on Create.




In Associate field to Screens page, select all the check-boxes and click on Update.




This is how the integration will look like for you from within Freshservice.



Click on Link an issue to link the ticket/problem/change/release in Freshservice to an issue in JIRA.




This is how the integration will look like from within JIRA.