A customer service ticket (issue) that is created with a Jira Service Management form (project) can be used to trigger a Next Matter instance. Here is how it works in three simple steps.

  1. Create the automation rule to trigger the Next Matter process

  2. Hand over additional data from Jira to Next Matter by completing the first step (Optional)

  3. Send back data along the way (Optional)

Step 1: Create the automation rule to trigger the Next Matter process

Before you begin, please check that nextmatter.com is allowlisted in Jira as a destination.

  • Go to the right project in Jira Service Desk (i.e. the form that you want to connect with Next Matter)

  • Navigate to Project Settings --> Automation

  • Create a Custom Rule and use "issue created" as the "When" Trigger

  • Add a "Then" Action and Use "Send web request"

  • As URL: Select the instance endpoint of Next Matter

  • As Headers add:

    • Content-Type set application/json

    • Authorization: Api-Key YOURKEY [If you don't have an API-Key yet, please reach out to Next Matter customer success team]

  • Method: Post

  • Webhook Body: Custom Data

    • {"name": "{{issue.key}}", "process": "https://core.nextmatter.com/api/processes/[IDOFTHEPROCESS]/" }

    • The ID of the process can be found in the url if you navigate to the respective process in your Next Matter Workspace

In this example, the key of the newly created jira issue is used as the name of the launched Next Matter process instance. Configured example looks similar to the below.

If you already publish the rule now the following will happen: Everytime that a Jira issue for this project is created, it will launch the specified Next Matter process and use the issue-key as the name of the instance.

Step 2: Hand over additional data from Jira to Next Matter by completing the first step (Optional)

You might want to hand over additional data from Jira to Next Matter by completing the first step of the launched Next Matter process. This can be done by adding an "And:" action to complete a subsequent step.

  • Add "And" with another web request

  • As Webhook URL add https://core.nextmatter.com/api/instances/{{webhookResponse.body.id}}/complete_step/

  • Headers and Method are same as in the first request

  • As custom body, you can map jira issue information to corresponding Next Matter actions. Next Matter actions can be identified with the ID that is displayed in the editor.

  • The id of the step itself (step_id) is shown in the URL

Sample Configuration Screenshot

Done. Test it out by creating a new issue, for example by filling out the public service request form. The result should be a newly created instance and a filled out first step.

Screenshot of the sample result:

Step 3: Send back data to the issue along the way

With the issue key of the Jira issue known, you can make updates, for example a comment that is sent to the user that raised the issue originally with an integration step. This is described in this article.

Further Resources

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