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Create Jira tickets from Trust Lifecycle Manager notifications

This guide covers the steps to enable automatic creation of Jira issues and comments from lifecycle event notifications, such as certificate expiration alerts. The integration uses the notifications feature for DigiCert​​®​​ Trust Lifecycle Manager in conjunction with Jira's email-to-case feature.

Before you begin

Email account

To enable the email-to-case feature for Jira, you need an incoming email account on a POP or IMAP-enabled mail server:

  • The mail server can be self-hosted or cloud-based, as long as Jira can reach it. Supported servers include Gmail or Microsoft Exchange.

  • A typical setup has one dedicated email account per Jira project. For example, use the clm-issues@example.com address to create issues in the "CLM" project.

  • Jira will periodically scan for new messages received by the email account, and automatically create issues or comments in the associated Jira project for any new notifications it receives from Trust Lifecycle Manager.

Permissions

Make sure you have the required permissions:

  • Jira: To configure email settings, you need the JIRA Administrators global permission:

  • DigiCert: To configure notifications, you need the Manager or User and certificate manager user role, or a custom user role that includes the Manage notifications permission.

Configure email settings in Jira

In Jira, configure the settings for how to create issues and comments from email notifications:

  1. Add the incoming POP or IMAP server for the email account that receives the notifications.

  2. Configure a mail handler to process the incoming emails and create work items from them. Handler settings include:

    • The incoming mail server to check.

    • How often to poll the mail server for new messages.

    • How to create issues and comments when a new message is received.

For detailed configuration instructions, refer to the official Jira documentation.

Configure notifications in Trust Lifecycle Manager

In Trust Lifecycle Manager, configure the notification types that will trigger Jira issue creation and add the recipient email address for the applicable Jira project.

Importante

Configuration steps depend on whether you clone and create a custom notification, or customize one of the default notifications. DigiCert recommends using custom notifications, as they provide the most configuration options.

Custom notifications (recommended)

You can clone and configure custom notifications for all notification types that fall under the following categories:

  • Certificate lifecycle

  • Expiring certificates

When configuring a custom notification for creating Jira issues, pay attention to the following settings:

  • Additional criteria: Define filters for specific certificate types that should trigger the notification.

  • Recipients: Enter the email address for creating issues in the applicable Jira project. Alternatively, you can assign the email address as a certificate owner and select Certificate owners here.

  • Delivery options: Make sure to select Individual emails to send a separate email for each lifecycle event.

  • Email template: Add variables to include pertinent certificate details in the email used to generate the ticket summary in Jira.

    • Use the Body variable dropdown to add variables to the email body, which you can also copy/paste into the subject.

    • To add notifications as comments to an existing Jira issue, include the exact Jira issue key (for example, CLM-1234) somewhere in the subject line. An issue with that key must already exist, otherwise Jira creates a new issue instead.

    • DigiCert recommends adding at least the {{certCommonName}} variable to carry the value of the certificate common name in each issue. Example subject line:

      [CLM-1234] Certificate expiring {{ expiryDays }}: {{certCommonName}}

For more details about configuring custom notifications, see Custom notifications.

Customize default notifications

To create Jira issues from notification types other than the Certificate lifecycle and Expiring certificates, you must edit the default notification to include the recipient email address for the applicable Jira project. In this case:

  • The email address must be associated with an actual user in your Trust Lifecycle Manager account. See Users and access

  • You cannot apply custom filters, and some default notification types do not allow editing the email subject or body.

  • For default notifications that do not allow editing the email subject, you cannot target an existing Jira issue for creating comments. All notifications will create a new Jira issue.

For more details about customizing the default notification types, see Customize existing notifications.

What's next

When a lifecycle event in your Trust Lifecycle Manager account triggers one of the notification types you configured:

  1. Trust Lifecycle Manager sends the notification to the recipient email address for the Jira project.

  2. Jira polls the mail server at the interval you configured and sees the new notification email.

  3. Jira either either adds a comment to an existing issue or creates a new issue out of the email:

    • If the email subject contains an issue key, and an issue with that key already exists, Jira adds a comment to the existing issue (for an example subject line, see Custom notifications).

    • Otherwise, Jira uses the email to generate a new issue based on the email handler settings, assigning it a system-generated issue key.

Avviso

To auto-close a Jira issue based on a subsequent lifecycle event, configure a secondary notification in Trust Lifecycle Manager. For example, configure a renewed certificate notification to auto-close an expiring certificate issue for the same certificate.

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