For creating integration between Jira and Cisco Finesse you must configure Workflow Actions for Finesse agents.
Workflow Actions
To do this, go to the Finesse admin panel on the Workflows tab. In the Manage Workflow Actions section, create a new Action as presented in the screenshot below:
Name | Jira |
Type | Browser Pop |
Handled by | Finesse Desktop |
Browser URL | <myjira.org>/secure/CallViewAction.jspa?reporter=callVariable1&phone=callVariable2 |
Attention
callVariable1 and callVariable2 are configured by the Finesse administrator. The administrator sets these variables himself and how they are to be filled during the call. The name of the parameters can be anything. The parameter that fills in the request applicant - reporter must match the username, if it is in Jira. If other parameters are sent from Finesse as well, then only those parameters whose names correspond to the names of user fields will be pre-filled in Jira on the task creation screen.
Workflows
Go to the Manage Workflow section. We need to create a new Workflow which we will put in accordance with the newly created Workflow Action.
In the How to perform actions field, select the most appropriate option. In the screenshot above, the variant When Call Arrives means that when the operator accepts a call, then a certain action from the List of Actions will be performed. Other options are possible (when the operator has not yet picked up the phone, but the call is assigned to it).
Team Resources
On the Team Resources tab, we must match the user group with the corresponding Workflow. To do it, we should select a group and add the created Workflow to the group in the appeared section at the bottom of the page.
