Creating an Integration Profile

RealTheory uses Integration Profiles to store a specific set of configuration options so users do not have to enter the third-party ticketing system configuration details each time they want to open a ticket against a RealTheory recommendation. These profiles define the connection between RealTheory and a specific third-party ticketing system, including the authentication credentials, the project, and the default ticket type settings.

Note: RealTheory currently supports Jira Cloud and Jira Data Center.

Prerequisites

Before you create an integration profile, review Configuring Jira for RealTheory Ticketing Integration to ensure the following items have been set up in Jira:
- A Jira user or service account with appropriate project permissions
- Valid authentication (API Token, PAT, or Basic Auth, depending on the Jira environment)
- A project and issue type that RealTheory can use
- Required fields in Jira are configured to be optional or have defaults
To manage Integration Profiles, you must have one of the following roles assigned to your RealTheory user account:
- sys_admin
- jira_admin

Procedure

As a user with the sys_admin or jira_admin role, navigate to Settings > Ticketing Systems.
Click Add Integration.
Provide a unique, meaningful name for the profile.

Note: When creating a ticket, the user must select the correct profile using only the profile name. Meaningful names will help the user.
Add a Description that will help you remember the purpose and scope of the new profile.
Select the Provider. Currently supported third-party ticketing systems are:
- Jira Cloud
- Jira Data Center
Select the authentication method:
- Jira Cloud - Basic Authentication
- Jira Data Center - Basic Authentication or Personal Access Token (PAT)
Provide the authentication credentials:
- Jira Cloud - the Basic Authentication supports a Username + Secret authentication model where Username is the email address, and Secret is the API token associated with the account
- Jira Data Center:
  - Basic Authentication supports a Username + Secret authentication model
  - Personal Access Token (PAT) supports a token authentication model
Enter the API URL for the third-party ticketing system.

The API URL is used for machine-to-machine communication.

Jira Cloud Example: https://<your-domain>.atlassian.net

Jira Data Center Example: https://jira.<your-company>.internal
Enter the Console URL for the third-party ticketing system.

The Console URL is used to build a clickable link for human users to access the ticketing system console.

Cloud Example: https://<your-domain>.atlassian.net

Data Center Example: https://jira.<your-company>.internal
Enter the Default Project Key to identify the project where RealTheory will add tickets.

Note: The integration user/service account must have the required permissions for this project.
Enter the Default Issue Type to specify the issue type RealTheory will create by default when adding tickets.

The Default Issue Type must be valid in the specified project.

Note: Users can override the Default Issue Type during ticket creation if the default does not meet their needs.
(Optional) If your project supports custom statuses, expand the More Options section and use the Status Mapping table to map external ticket statuses (for example, To Do, Open, Done) to RealTheory statuses so RealTheory can consistently track and report ticket progress.
Click Add Integration.
The new profile will be added to the list, which is sorted alphabetically by default.