# Jira Service Management

## JSM Integration Guide for Wrangle

Jira Service Management is a service desk platform designed to help teams manage requests, incidents, and changes. Wrangle’s JSM integration lets you link your Wrangle inboxes with JSM Service Desks to create a seamless experience for ticket handling across teams who may prefer to work in different platforms.

### What you can do with JSM and Wrangle

Once connected, Wrangle and JSM can sync tickets in both directions. When you link a Wrangle inbox to a JSM project, here’s what happens:

* **Create**: New tickets created in Wrangle will also appear in JSM.
* **Update**: Updates to tickets (e.g., name, description, comments) will sync between Wrangle and JSM.

<figure><img src="/files/wD9hs23f3NHgqLHBQl7f" alt=""><figcaption><p>Comments syncing back and forth between JSM and Slack using Wrangle</p></figcaption></figure>

### How to setup a Wrangle & JSM Integration

1. First, you will need to create a dedicated user in Atlassian for your Wrangle integration. Ask your IT admin to create a new user via <https://admin.atlassian.com> with the following details:
   1. Name: "Wrangle". **This is required.**
   2. Product Role:  Jira Service Management - User (agent).
   3. Avatar: Use this image to ensure request comments are posted clearly from Wrangle:

      <figure><img src="/files/pF1MAe4EngzaZbEAG06d" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The specific email address you use doesn't matter but it needs to be something you can access to confirm the account. We suggest something like <wrangle-jsm-bot@yourcompany.com>.
{% endhint %}

2. For each of the Service Desk projects you want to connect to Wrangle, ensure the **Wrangle** user you created in Step 1 [has Service Desk Team permissions](https://confluence.atlassian.com/servicemanagementserver/adding-service-project-agents-939926159.html) for each of the Service Desk projects you want to use with Wrangle.
3. Now head over to the [JSM Integrations page](https://slack.wrangle.io/integrations/jsm) in Wrangle. Click Login to JSM, and make sure you **Login as the user you just created in Step 1:**

<figure><img src="/files/rLGvT7ACdnj7PDUafnZh" alt="" width="375"><figcaption></figcaption></figure>

You will be redirected to JSM, and prompted to Authorize Wrangle. Authorizing Wrangle allows Wrangle to create and update tickets and ticket comments within your account. Scroll to the bottom and click "Accept" to continue:

<figure><img src="/files/HgSqbb64Z5qRpEmUbIhL" alt=""><figcaption></figcaption></figure>

3. You will be redirected back to Wrangle and now you should see your Wrangle account is connected to your JSM account:

   <figure><img src="/files/r3L15n6vjJwl4u8x5H0Q" alt="" width="375"><figcaption></figcaption></figure>
4. Now you're ready to link your Wrangle Inboxes to JSM Service Desks! Click "Add Inbox" and select the inbox and Service Desk you want to link. You'll also be asked to select a default JSM Request Type, which will be used when creating requests from Wrangle:

<figure><img src="/files/BWs81ZJvRPULPw3ffdXs" alt="" width="375"><figcaption><p>Connecting your Wrangle Inbox to a JSM Service Desk</p></figcaption></figure>

Now, you're ready to create linked tickets. Try creating a ticket in Wrangle in your linked inbox. You'll notice that in Slack and the Web's Ticket View there's a link to JSM:\ <br>

<div><figure><img src="/files/0jvF8KS57qRavE39MBl1" alt=""><figcaption><p>Link to JSM in Slack Ticket View</p></figcaption></figure> <figure><img src="/files/uH54Slz5B40bU2n7czg3" alt=""><figcaption><p>Link to JSM in Web Ticket View</p></figcaption></figure></div>

When your agents in JSM reply to tickets, you'll see your replies sent back to Slack and vice versa.

### Which values sync between Wrangle and JSM?

* **Ticket Name** - The Wrangle ticket name will automatically sync with the ticket name in JSM.
* **Ticket Description** - Wrangle's ticket description will sync with the ticket summary in JSM.
* **Ticket Tags** - Wrangle's [ticket tags](/tickets/setting-up-your-inbox/tags.md) will sync with labels in JSM.
* **Ticket Assignees** - Wrangle will sync ticket assignments to and from JSM. When you are configuring your inbox, make sure that you have:
  * Added all JSM agents [as agents](/tickets/setting-up-your-inbox/roles-and-permissions.md) in your linked Wrangle inbox.
  * Added all Wrangle agents to the relevant JSM project with a Service Desk Team role, as shown below:

<figure><img src="/files/35u8zVdQB2hdCl16U2RV" alt=""><figcaption><p>Select the Service Desk Team role for your Wrangle agents</p></figcaption></figure>

* **Ticket Statuses** - You may opt in to connecting your Wrangle statuses with JSM by linking specific statuses at the inbox level (Edit Wrangle Inbox > Integrations > JSM). Any statuses that are not explicitly linked will not trigger updates in either system.

<figure><img src="/files/I6sDuBNn94WktAoBP5zw" alt=""><figcaption></figcaption></figure>


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