How to use pipeline action: Evaluate JavaScript for accessing JIRA Tickets?

Overview

In pipeline action - Evaluate JavaScript following methods are available to access JIRA ticketing API calls

Script Method - getJIRATickets('seekerEmailAddress')

To get list of tickets, script call will appear as follows:

//Get tickets
var tickets = getJIRATickets("${Guest.Email}");

In response method will return list of tickets JSON

[
  {
    "Seeker": "0007002",
    "Agent": "0007003",
    "Question": "Employee payroll application server is down.",
    "ChatTranscript": "",
    "Id": "f12ca184735123002728660c4cf6a7ef",
    "Number": "0007001",
    "URL": "https://dev82149.jira.com/prj-0007001",
    "UpdatedOn": "2023-06-07 12:24:46",
    "TicketState": "New"
  },
  {
    "Seeker": "0007002",
    "Agent": "0007003",
    "Question": "Performance problems with wifi",
    "ChatTranscript": "",
    "Id": "78271e1347c12200e0ef563dbb9a7109",
    "Number": "0000057",
    "URL": "https://dev82149.jira.com/prj-0000057",
    "UpdatedOn": "2023-05-29 13:20:52",
    "TicketState": "New"
  }
]

JSON response can be converted into an array

var ticketsArray = JSON.parse(tickets);

//Array allows you to get count and loop through ticket records etc...
sendReply("Count of tickets: " + ticketsArray.length);

Script Method - createJIRATicket(seekerEmailAddress, agentEmailAddress, title, description, project)

To create a ticket, in script create a ticket object as follows:

//Make API call to create ticket
var result = createJIRATicket('seeker@domain','agent@domain','incident title','incident description','project');

createJIRATicket call will return JSON response

{
  "Seeker": "id",
  "Agent": "id",
  "Question": "session question",
  "ChatTranscript": "",
  "Id": "8a0890212f572510ee31f64ef699b69d",
  "Number": "INC0010004",
  "URL": "https://dev.jira.com/PRJ-XXXX"  
}

Script Methods

updateJIRATicketTitle(ticketId, updatedTitle)

updateJIRATicketDescription(ticketId, updatedDescription)

assignJIRATicket(ticketId, agentEmailAddress)

JavaScript JIRA helper calls allow updating of ticket title, description and assigning ticket to an advisor.

//API call to update title
var result = updateJIRATicketTitle('00070', 'WiFi issue at NYC hub');

//API call to update description
var result = updateJIRATicketDescription('00070', 'Please engage network team');

//API call to assign ticket
var result = assignJIRATicket('00070', 'agent@domain');

API call will return boolean status True (success) or False (failure)

To further enhance your understanding and utilization of the ticketing integration in Chime, here are some related resources:

API, pipeline, javascript, tickets, incidents, Ticketing, JIRA

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