How to integrate JIRA Software with Ivanti Service Manager: Part 5 – Sprints

IT Operations and DevOps teams often use separate platforms for tracking their work. Integrating these separate platforms together provides values. Teams are more efficient in keeping statuses in sync. This blog series provides an example of how to integrate these two platforms. For our ITSM platform we use Ivanti Service Manager (ISM). For our DevOps platform we use Jira Software.


In the last blog, we built the automation for tracking attachments added to releases in ISM and issues in Jira. Attachments are useful in issue tracking throughout the issue’s lifecycle. In addition to building the automation, we demonstrated how adding an attachment to ISM or Jira triggers the web service scripts in ISM to push or pull it to or from Jira, respectively.

In case you missed the other blogs in this series:

We will finish off the integration between Jira and ISM by building the component that tracks sprints. The main difference is that sprints can only be created and organized from Jira then reflected in ISM, not the other way around. Like in Part 4 blog on attachments, we will be using a webhook to trigger an automation rule.

Before we jump in, let’s do one final review of the blog series goal and an overview of the lab buildout.


The integration between ISM and Jira allows for seamless communication. It automatically creates a corresponding ticket for the reported issue in the opposite platform. Removing the extra steps of recreating and filling out the details of the issue a second time eliminates potential human error and saves time. The synchronized reflection of data between the two systems makes it easy for stakeholders such as developers, administrators, and auditors to track software issues in ISM throughout the software development lifecycle as they change statuses in Jira.

Jira issues are represented as releases in ISM. Attachments providing insight into the issues can be added from either end; issues can be organized into sprints from JIRA to support agile or scrum software development. In Part 5, we will set up tracking of sprints in ISM. It is important to know that sprints cannot be created by a user in ISM. The integration is only setup to have sprints be created, organized, and started from Jira.

The process diagram below outlines the workflow for the two systems and the final prototype deployment:

Figure 1

Lab Overview

To support this blog, I have provisioned the following lab components:

  • Ivanti Service Manager-Cloud: ISM is an IT service management software: a help-desk application for submitting IT service requests, reporting issues with applications or equipment, and getting status updates.

  • JIRA Software-Cloud: JIRA is an issue and project tracker used by development teams for use as an organized to-do list that follows each task through development, testing, and resolution.

  • PostMan: PostMan is a tool used for API development. It offers the ability to collaborate, and easily build or dissect APIs.

Sprints in Jira

Sprints are organized and started from Jira and cannot originate from the ISM side. The developer team most commonly works out of Jira to determine sprint workloads, so it is not effective to organize sprints from ISM.

  • Once issues have been added to a sprint and the sprint is started by a user, a webhook is triggered.

  • The webhook kicks off an automation rule.

  • The automation rule makes a POST, a PUT and a PATCH web request to ISM.

- The POST creates a sprint release in ISM.

- The PUT sets the Sprint RecID for the Issue Releases in ISM.

- The PATCH links all related issues to the sprint release in ISM.


The chaining of the webhook and automation rule is required because Jira automation rules do not currently support being triggered by a sprint starting. Let’s start with configuring the webhook.

1. In the System Settings click on Webhooks (under Advanced) in the left-hand navigation list.

2. Click on Create a WebHook in the upper right.

3. Give your webhook a relevant Name and a Description.

Figure 2

4. Next, we need to go into our automation rule, “Lab Sprint Started”, and click on the When: Incoming webhook component.

Figure 3

5. Click Regenerate then click Copy URL to copy the webhook URL to your clipboard.

6. Back in your webhook for starting a sprint, paste the URL we copied in Step 5 into the URL field.

Figure 4

7. Scroll down to Jira Software related events and under Sprint select start