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.

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:

      

1. 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 for each of the Service Desk projects you want to use with Wrangle.

2. Now head over to the JSM Integrations page in Wrangle. Click Login to JSM, and make sure you Login as the user you just created in Step 1:

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:

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

   
2. 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:

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:

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