Set up Prompt ai to send tickets to Jira Service Desk

Here's how to set up Prompt ai to send tickets to Jira Service Desk.

  1. While logged in at getprompt.ai, go to Integrations > Ticketing.
  2. Select Jira Service Desk.
  3. Enter the required data (see below).
  4. Save your changes

Required data:

  • HOST: Your Jira Server Base URL.
  • USER: The user ID (email) of the Jira account connecting to Prompt ai.
  • PASSWORD: The password you use to access the Jira account connecting to Prompt ai.
  • USER FOR TRACKER TICKETS: Prompt ai tracks each non-escalated request by creating a ticket with this user as requester and assignee.
  • SERVICE DESK PROJECT NAME: Prompt ai assigns all escalated and tracker tickets to this Service Desk project.
  • SERVICE DESK PROJECT ID: Prompt ai assigns all escalated and tracker tickets to this Service Desk project.
    • Tip: To find a project's ID, select the project and look at its URL. The ID is the number after the final slash in the URL (/1, for example).
  • TRANSITION FOR TRACKER TICKETS - UNHELPFUL: When an end user marks a solution as unhelpful but does escalate, Prompt ai tracks the interaction by creating a ticket and setting this as the Transition state.
    • Important: This must exactly match the terminology in your Jira Service Desk workflow.
  • TRANSITION FOR TRACKER TICKETS - HELPFUL: When an end user marks a solution as helpful but does escalate, Prompt ai tracks the interaction by creating a ticket and setting this as the Transition state.
    • Important: This must exactly match the terminology in your Jira Service Desk workflow.
  • RECENT TICKETS LIST: Display this many recent tickets when an end user sends the "/prompt list" command. Currently only valid when Slack is your messaging service.