Jira-gateway provides RESTful APIs for Ticket manager to access Jira Ticketing System
Other domain services should not access jira-gateway, instead they should use Ticket manager which has much more convenient APIs.
API
https://jira-gateway.apps.brave.safibank.online/swagger/views/swagger-ui/
POST /ticket // create ticket
GET /tickets // list tickets, includes paging (sorting and filtering done via JQL)
GET /tickets/{id} // get single ticket by ID or KEY
Data model
Ticket model
{
"id": 19062, # ticket id
"key": "BOSD-93", # ticket key, has same semantics as id
"projectId": 10016, # fixed for BOSD project
"projectKey": "BOSD",
"projectName": "BackOffice",
"issueTypeId": 10026, # a fixed issue type
"issueTypeName": "Service Request",
"requestTypeId": 124, # a fixed request type
"requestTypeName": "Call Center Issue",
"requestTypeDescription": "",
"boRequestTypeOrderedList": [ # the customized request types for BOSD
{
"backofficeRequestTypeId": 10268,
"backofficeRequestTypeName": "Onboarding Query"
},
{
"backofficeRequestTypeId": 10300,
"backofficeRequestTypeName": "Selfie / Photo"
}
],
"summary": "summary created via restful api",
"description": "description created via restful api",
"customerId": "1111-2222-4444--5555", # the customer of safibank
"customerChannel": "Voice",
"customerType": "Account Owner",
"productType": "Cards",
"interactionId": "628daebbcf01a10069ad5fe2",
"webLink": "https://safibank.atlassian.net/servicedesk/customer/portal/6/BOSD-93",
"agentLink": "https://safibank.atlassian.net/browse/BOSD-93",
"currentStatus": "Open",
"priorityId": 3,
"priorityName": "Medium",
"reporter": {
"accountId": "628daebbcf01a10069ad5fe2",
"displayName": "Gavin Zhang",
"emailAddress": "guangquanzhang@gmail.com"
},
"approvers": [],
"organizations": "",
"responsibleTeam": "Back Office CDD Team",
"comments": [],
"attachments": [],
"labels": [],
"timeToResolution": {
"id": 14,
"name": "Time to resolution",
"ongoingCycle": {
"startTime": 1661226144.648,
"breachTime": 1661398944.648,
"breached": false,
"paused": false,
"goalDurationInMillis": 57600000,
"elapsedTimeInMillis": 25299,
"remainingTimeInMillis": 57574701
},
"completedCycles": []
},
"timeToFirstResponse": {
"id": 15,
"name": "Time to first response",
"ongoingCycle": {
"startTime": 1661226144.648,
"breachTime": 1661266800,
"breached": false,
"paused": false,
"goalDurationInMillis": 28800000,
"elapsedTimeInMillis": 0,
"remainingTimeInMillis": 28800000
},
"completedCycles": []
},
"createdAt": 1661226144.648,
"updatedAt": 1661226147.051
}
See further mappings in Backoffice tickets mapping to Jira models .
Implementation
The gateway interacts with Jira through HTTP requests against Jira APIs:
uri-of-create-ticket: https://safibank.atlassian.net/rest/api/3/issue uri-of-create-service-request: https://safibank.atlassian.net/rest/servicedeskapi/request base-uri-of-get-service-request: https://safibank.atlassian.net/rest/servicedeskapi/request base-uri-of-get-ticket: https://safibank.atlassian.net/rest/api/3/issue uri-of-search-ticket: https://safibank.atlassian.net/rest/api/3/search
The gateway is configured to work with BOSD Jira project. It's not designed to work with multiple projects.
Credentials
user name and token stored in vault secrets
TODO: Replace Gavin Zhang (Unlicensed)'s Personal Jira account used for this by a proper system/admin account
Resources
Internal
BO Ticket portal (you need access)
External
Jira cloud REST API (provides commonly-used Jira operations)
https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/
Jira Software Cloud REST API (provides more additional Jira operations: sprint, epic, scrum related etc.)