[ResponseOps][Connectors] Support of Jira Data center

[n0othing]

Describe the feature:

Today the Jira Connector only supports cloud/SaaS [1]. It'd be helpful if we supported on-prem installs of Jira Data Center.

[1] #154435

[elasticmachine]

Pinging @elastic/response-ops (Team:ResponseOps)

[cnasikas]

Hey! Jira ended the support of self-managed server offerings on February 15, 2024. You can read more about it here https://www.atlassian.com/blog/announcements/journey-to-cloud. We do not plan to add support to a product that Jira does not support.

[n0othing]

@cnasikas This was for Jira Data Center with 9.12.7 (based on that blog post, I believe Data Center is Atlassian's self-managed enterprise version of Jira, which they'll continue to support?)

[cnasikas]

Thanks for the update @n0othing. I see, yes this is something we could consider support. Could you please update the issues to reflect the Jira Data Center to avoid any confusion in the future? Out of curiosity, did they try to use the existing connector with their deployment of Jira? If yes, did they encounter any issues? cc @shanisagiv1 @heespi

[n0othing]

@cnasikas They did, they hit a 503 response when the connector made a "get capabilities" API call:

"tags":[".jira","cc84d31b-e005-428e-a332-80d695c00278","action-run-failed"],"error":{"stack_trace":"Error: [Action][Jira]: Unable to get capabilities. Error: Request failed with status code 503. Reason: unknown: errorResponse.errors was null\n at getCapabilities (/usr/share/kibana/node_modules/@kbn/stack-connectors-plugin/server/connector_types/jira/service.js:326:13)\n at processTicksAndRejections (node:internal/process/task_queues:95:5)\n at Object.getIssueTypes (/usr/share/kibana/node_modules/@kbn/stack-connectors-plugin/server/connector_types/jira/service.js:330:34)\n at Object.getIssueTypesHandler [as issueTypes].... 

[heespi]

We'll be looking into the prioritization of this ask this week @n0othing

[shanisagiv1]

Hi, we're considering adding it to one of the next minors. The need is clear. but not high-priority for the team (given other active initiatives). Did you try to use Webhook to walkaround the lack of native integration ? thanks @n0othing

[anuj-elastic]

Hi @shanisagiv1 We have a same requirement from another customer (https://github.com/elastic/enhancements/issues/22007). This feature is critically important for them. Last year, they implemented a workaround by using Splunk to create Jira tickets based on Elasticsearch alerts. They were able to do this because they had a small Splunk license available, but that license is set to expire soon, so now they have reached to the state where they need this feature urgently.

[chintanjs]

@shanisagiv1 - Adding to @anuj-elastic comment that this has been situation where our existing customer has been struggling as well. We are not sure if any workaround has worked here but urge you prioritise this release request and also suggest timelines if any.

[heespi]

We are tentatively considering this for the 8.18 timeframe.

[jcger]

Hi @n0othing @anuj-elastic @chintanjs, we have deployed a Jira Data Center instance in our cloud infra and tested the connector. It did work, also the capabilities API returned data. This might indicate that there is a non-elastic/kibana related issue or that it's not happening anymore.

[chintanjs]

Thanks for the update @jcger

[anuj-elastic]

Hey @jcger Thanks for the update. Can you please confirm which Elasticsearch, Jira and Connector version you tested with?

[jcger]

@chintanjs @anuj-elastic I might have sent that previous message too soon. We've seen that 503 might mean that we are hitting a rate limit. We are trying to figure out how to approach this. Sorry for the inconvenience. I'll come back to you ASAP

[anuj-elastic]

Hi @jcger Sure, no worries. Please check and let us know.

Actually we shared the update with the customer, and they quickly tested it on Elasticsearch version 8.14.2. However, they encountered the following error.

[Action][Jira]: Unable to get capabilities. Error: unable to get local issuer certificate. Reason: unknown: errorResponse was null

URL they entered while configuring was https://qualys-internal-jira.qualys.com/

If you have any document or details you can share what details you entered, it would be helpful for them.

[cnasikas]

@anuj-elastic This does not seem to be related to the Jira connector. I assume they use a self-signed certificate on their Jira data center and probably why they are getting this error. Could you please verify that they have configured correctly the xpack.actions.customHostSettings for their self-signed certificates and hosts?

[anuj-elastic]

Hi @cnasikas @jcger Thank you for your support. The customer can now successfully create tickets in Jira from the Kibana UI using the Jira connector. They are currently running tests based on their use cases and will reach out if they encounter any issues; I’ll inform you if any assistance from Dev/Eng is needed.

At this time, when they create a case in Kibana and add comments, those sync to Jira. However, comments updated in Jira do not sync back to the Kibana UI. If two-way communication were possible, they could fully manage Jira ticket activities from within Kibana. I searched for documentation on this feature but couldn't locate relevant information—could you confirm if this functionality is supported and provide any available documentation?

[cnasikas]

Hey, @anuj-elastic! I'm glad to hear that it's working as expected. We don't support two-way communication, but we plan to. No concrete timelines at the moment. Here is a public issue to track #188098.

[cnasikas]

I am closing the issue as Jira Data Center is already supported by the current connector. This PR (#197787) is going to make some improvements to reduce the change of the 503 rate limit errors noticed in this issue.