Atlassian Jira Service Desk Service Lab Overview

In this lab, you will go through the Atlassian Jira Service Desk experience when integrated with AWS. There are 3 activities that you will go through for this section:

  • Configure your AWS Service catalog for JSD connector
  • Configure Atlassian Jira Service Desk Connector to connect with your AWS account and have access to your AWS Service Catalog portfolios and products
  • Use Atlassian Jira Service Desk to provision an S3 bucket through AWS Service Catalog in a standardized, and secure manner
  • Provisioning AWS Services using Atlassian Jira Service Desk


Before installing the AWS Service Management Connector for Jira Service Desk, you need an AWS account and an Atlassian instance with Jira Service Desk pre-installed. Verify that you have the necessary permissions in your AWS account and Jira Service Desk software. https://confluence.atlassian.com/servicedeskserver043/installing-jira-service-desk-974367443.html

Lab 1 : Configure AWS Service Catalog

In this lab, you will deploy the service catalog configuration and retrieve Access Key and Secrete Access Keys in Cloudformation

This section provides instructions on how to set up the baseline AWS users and permissions needed for the AWS Service Management Connector for Jira Service Desk. For each AWS account, the Connector for Jira Service Desk requires two sets of an access key identifier and a secret key for API access. These correspond to users in AWS Identity and Access Management (IAM). Specifically, you should set up:

  • An IAM user to sync AWS resources to Jira Service Desk.
  • An IAM user able to perform end user functionality to provision and execute requests exposed through Jira Service Desk, including assuming any roles required to perform the provisioning and execution (launch roles are recommended for AWS Service Catalog).

These can be the same user and can be an existing user, but in line with the best practice to give minimal permissions it is recommended these be two new users for Connector. 1. For the purpose of this lab we are going to create all required baseline for our account using a single cloudformation template. Click the button to launch a Cloudformation template that will setup the required infrastructure in your AWS account. (CTRL + CLICK to open in a new tab) CreateStack

  1. Once the stack has been deployed with the status Create_Complete :

  2. Retrieve the Access Key and Secrete Access Keys in Cloudformation for Sc-sync user and Sc-end user : the Keys are available in the outputs section of the stack :

Lab 2 : Configure Jira Service Desk

  1. Log in to Atlassian Jira Service Desk as the System Administrator and navigate to “Manage Apps” Sections
  2. Click on find new apps from Marketplace and search for AWS Service Management Connector for JSD and click install
  3. After the installation has been completed the AWS SERVICE MANAGEnt CONNECTOR will become availabel in the navigation panel on the left, search for AWS Accounts.
  4. Choose AWS Accounts then Choose Connect new account
  5. Enter the account alias (used to identify the AWS account in the Connector).
  6. Fill out the credentials for SC-sync-user. This is the access key identity and credentials for a sync user saved from the AWS configuration. SC-sync-user credentials are used to retrieve portfolios and products to make them available through Jira Service Desk. You will have the opportunity to set the groups allowed to access these.
  7. Fill out the credentials for SC-end-user. This is the access key identity and credentials for the end user saved from the AWS configuration. The SC-end-user credentials are used to provision products on behalf of a Jira user.
  8. Add AWS Region(s) containing AWS Service Catalog products and portfolios that you want available in Jira Service Desk.
  9. Choose Test Connectivity.

This means your Atlassian Jira Service Desk is able to communicate with AWS Service Catalog.

Lab 3 : Configure AWS Service Catalog Portfolios within Atlassian Jira Software Service Desk

Once your account or accounts are set up and connectivity is successful, the AWS Account page lets you manage, for each account, which groups are permitted to access each portfolio in each region. You can expand/collapse each region and edit/add groups for each portfolio. Only users in the nominated groups have access to those products. The default is that no groups have access.

Grant AWS Product Access and approval

  1. Choose AWS Accounts.
  2. Choose Manage on the AWS account on which you want to configure portfolios.
  3. Under Portfolios, expand the region associated to the account. Portfolios are displayed under each region.
  4. In the Permission to request column, choose Add groups for the portfolio(s) that you want to make visible in Jira Service Desk. Select the group that you want to be able to see the AWS Service Catalog products. If your product require approver you can configure permissions to approve

Configure Project Request Type Groups

The AWS request type must be in a group for users to be able to access it in Jira Service Desk. Enabling Jira projects, as described in Configure Connector Settings (Jira Project Enablement and Request Type), makes AWS product request types available, but Jira Service Desk users will not see the request type until it is added to a Request Type Group.

To configure the Jira project(s) for which the AWS Service Catalog Connector for Jira Service Desk is enabled

  1. In the AWS Service Catalog Connector for Jira Service Desk, go to the Connector Settings page.
  2. At the bottom of the Projects section, choose add the AWS request types.
  3. Add the Request AWS product request type(s).
  4. Select Edit Groups for the Request AWS product request type.
  5. On the Edit groups form, select General, then choose Save.

Lab 4 : Provisioning AWS Services using JSD

In this task, you will provision an AWS Service Catalog product from Atlassian Jira Service Desk. You are now ready to order an EC2 instance or S3 Storage from your Atlassian Jira Service Desk service catalog.

  1. Log into your Jira Service Desk customer portal as the end user
  2. In the Jira Service Desk customer portal, choose Request AWS product.
  3. Enter Summary details.
  4. Open the AWS Product Request Detail menu and select a product to provision.
  5. Fill in the product request details, including product reference name, parameters, and tags.
  6. Choose Create to submit the Jira Service Desk request and provision the AWS Service Catalog product.
  7. After the request processes, you should receive an order status indicating that your request was created. When the product is ready to provision, the end user is notified the product is launching.
  8. Once the product is in the Available status, end users can request post-provision operations actions such as Request update, Request termination, and Request self-service actions. These actions will render additional product events and activities within the request. Once the product is terminated, the request will close in a resolved state.