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This article applies to all TeamViewer customers with a  Corporate or Tensor subscription.

This article covers integration to JIRA Software, JIRA Core and JIRA Service Desk

JIRA Server

There are 2 live versions of the TeamViewer plugin for Atlassian JIRA Server:

version 1.24:

version 1.29:

JIRA Cloud and JSD

There is common integration client for JIRA Cloud and JSD platforms, which can be found at https://marketplace.atlassian.com

Installing the TeamViewer plugin

JIRA Server

Install the TeamViewer plugin using the steps below:

  1. Log into your Jira instance as an admin.
  2. Click the admin dropdown and choose Add-ons.
  3. Click Find new apps or Find new add-ons from the left-hand side of the page.
  4. Locate the TeamViewer plugin for Jira via search. (Results include app versions compatible with your Jira instance.)
  5. Click Install to download and install your app.
  6. You're all set! Click Close in the Installed and ready to go dialog.

JIRA Cloud and JSD

Install the TeamViewer plugin using the steps below:

  1. Log into your Jira Cloud or JSD instance as an admin.
  2. Click Settings menu and then select Apps.
  3. Click Find new apps on the left-hand side of the web page.
  4. Locate TeamViewer plugin for Jira via search for “TeamViewer for Jira Cloud”.

Click Install to download and install the TeamViewer app.JIRA Cloud1.png

Configuring the TeamViewer plugin

JIRA Server

First, you will need to configure the customer text that will be added to the ticket when a session is created. To set this, follow the steps below:

  1. Log into your Jira instance as an admin.
  2. Click the admin dropdown and choose Add-ons.
  3. Select Manage Addon and then select TeamViewer plugin for Jira from the list
  4. There you can edit the desired text using 4 available variables as shown in the image below. Once finished click Save SettingsJIRA Cloud2.png

You will then need to setup a custom field in Atlassian settings. Please follow the steps below:

 

  1. Log into your Jira instance as an admin.
  2. Click the admin dropdown and Issues
  3. Then select Custom field as shown in the screenshot belowJIRA Cloud3.png
  4. Select Add Custom field from the top right corner
  5. From the pop up select Advanced and then TeamViewer Issue Session Custom Field Plugin.JIRA Cloud4.png
  6. Click Next and then set a name for the custom field e.g. ‘TeamViewer Session’ as shown in the image below.JIRA Cloud5.png

     

Jira Cloud and JSD

To configure the TeamViewer plugin, first, you will need to configure the customer text that will be added to the ticket when a session is created. To set this, follow the steps below (similar to JIRA Server):

  1. Log into your Jira instance as an admin.
  2. Click Settings menu and then select Apps.
  3. Select Manage apps and then select TeamViewer for JIRA Cloud from the list
  4. There you can edit the desired text using 4 available variables as shown in the image below. Once finished click Save SettingsJIRA Cloud6.png

     

Linking the plugin to your TeamViewer Account

JIRA Server

Once the TeamViewer plugin has been installed, the user will first see the screen below: 

7JIRA Cloud6.png

, and will need to click Connect and login with his/her credentials so that their TeamViewer account is connected with the Jira account. They will only need to perform this once as their token is will be stored securely on the JIRA instance.

To remove the association between a TeamViewer account from the TeamViewer plugin, follow the steps below:

  1. Login to JIRA Server with the account you want to disassociate
  2. Go to the profile page (through the avatar on the top right corner)
  3.  There on the left side you should be able to see a TeamViewer section with the option to disconnect as shown in the image below
  4. Select Disconnect and then confirm your selectionJIRA Cloud7.png

 

JIRA Cloud and JSD

Once you have successfully installed and configured the TeamViewer for JIRA Cloud plugin, you will need to link an eligible TeamViewer account before you can use the functionality.

You can easily do this, by following the steps below:

  1. Click on your avatar at the bottom left corner
  2. Select TeamViewer settings as shown in the image belowJIRA Cloud8.png

     

  3. On the next window click the Connect button as shown below and login with your TeamViewer account. You will only need to perform this task once as the account hash will be stored in the JIRA instance.JIRA Cloud9.png

     

To disconnect/unlink a TeamViewer account from a JIRA account, go to the same TeamViewer settings and select Disconnect as shown in the image below. 

 

 JIRA Cloud10.png

Eligible TeamViewer licenses

For information on what TeamViewer licenses are eligible for use with the TeamViewer for JIRA plugin, please visit https://www.teamviewer.com/integrations/jira/ .

If the TeamViewer license activated on your TeamViewer account is not eligible to use the integration, you will see the following message in the plugin. JIRA Cloud11.png

 

Integration usage scenarios

Once your eligible TeamViewer account has been connected you can start using the plugin. There are 2 main functions.

  • Real-time interaction: If the submitter or assigned users have TeamViewer accounts associated with their Jira accounts (same email) you will see options to either collaborate with them (remote control, presentation, chat, call) if they're online or will be given the option to send them an invite if they're not in your Contacts list. 
  • Asynchronous interaction: If the submitter or assigned user is not connected to your TeamViewer account or is not online, you then have the option to create a session and share an invite to a remote control session on the ticket. They will receive a notification and can connect when they’re available.

Interaction with other online users

Prerequisites for interacting with online users

This functionality is only supported in JIRA Server and JIRA Cloud versions. In JIRA Service Desk only the asynchronous interaction mode is supported.

Moreover, in order for this feature to be available, all users will need to enable public visibility of their email address, as this is used for contact mapping from the TeamViewer plugin.

This can be set in Avatar icon --> Account Settings --> Profile and Visibility. As shown below, the email address needs to be made visible to Anyone. JIRA Cloud12.png

Adding a user to your contacts

After you have successfully connected your TeamViewer account, the TeamViewer integration app will try to match the email address of the Submitter, Assignee and any Commentators to contacts in your TeamViewer account.

If the other parties have not shared their email addresses, you will see the screen below. JIRA Cloud13.png

If they have shared their emails, but are not in the logged-in user’s contacts list, you will be able to add them easily by clicking the Add button (shown below) JIRA Cloud14.png

Once the other party has accepted your invite and is online, then you will have the following interaction modes available:

  • Chat
  • Video call
  • Remote control
  • Presentation

, as shown in the screenshot below. JIRA Cloud15.png

Asynchronous interaction with other users

If the other parties are not available, then you have the option to create a TeamViewer session. This is essentially an invitation to start a remote control session and is valid for 24 hours by default. Once you create the session, the invitation will be added to the ticket.

In order to connect to the remote control session as the supporter, you will need to select the ‘Connect to session’ button in the TeamViewer plugin.

Below is a screenshot of a created session. JIRA Cloud16.png

 

Version history
Revision #:
12 of 12
Last update:
September
Updated by: