We aim to provide accurate and helpful details about third‑party tools, but we can't guarantee that this information is always complete or up to date. For the most reliable information, please always refer to the third‑party tool's official documentation.
The Lansweeper App for Jira Service Management (JSM) enriches JSM issues with related Lansweeper assets. The app helps you identify and associate assets with tickets quickly, reducing time spent on manual lookups during incident resolution.
Integrate Lansweeper App for Jira Service Management with Lansweeper to automatically surface relevant assets within Jira issues, link related tickets, and give technicians immediate context when working on incidents.
Use cases
- Automatic asset matching: Automatically fetch assets based on IP addresses or MAC addresses found in the issue summary or description.
- Asset search: Search Lansweeper assets directly from a Jira issue by IP, MAC address, asset name, user name, manufacturer, or type.
- Reporter matching: Match the reporter's email address in Jira with the last logged-in user on a Windows PC in Lansweeper.
- Issue linking: Link all Jira issues that share one or more selected assets to the current issue for a consolidated view.
- Software visibility: View the list of software installed on a selected asset directly within the Jira issue.
Prerequisites
- A properly configured Jira Cloud instance with the Lansweeper App installed.
- A Lansweeper instance appropriately configured and populated with assets.
- Admin rights in Jira to configure the app.
Compatibility
| Component | Version/Details |
|---|---|
| Supported Browsers | Google Chrome, Microsoft Edge, Safari |
| Lansweeper REST API Version | v2 |
| Development Platform | Atlassian Forge |
| Jira REST API Version | v3 |
| Forge CLI Version | v5.2.1 |
| Supported Lansweeper Platform | Lansweeper Sites |
| App Hosting Type | Cloud |
| Supported Products | Jira Software, Jira Service Management, Jira Work Management |
Install the app
- Log in to your Atlassian Jira site and go to Apps > Explore more apps. Only Jira administrators can access this menu.
- In the search bar, enter Lansweeper.
- Select Lansweeper App for Jira.
- Select Get it now > Get it now. The installation process begins. Once installed, a success message appears in the bottom left.
- Go to Apps > Manage your apps. The Lansweeper App for Jira appears in the Apps section on the left.
If you don't get the success notification for the installation, create an Atlassian support ticket, explain the issue, and attach a screenshot of the message.
Uninstall the app
- Go to Apps > Manage your apps.
- Select Lansweeper App for Jira Service Management.
- Select Uninstall > Uninstall app.
Configure the app
Get a Lansweeper API token
The app requires a Personal Access Token (PAT) from Lansweeper to make API calls from Jira to Lansweeper.
- Generate a Personal Access Token (PAT). Ensure that you choose the API client type as PAT (Personal Access Token).
- We recommend setting a long expiration period or no expiration for the token to allow the app to function without interruption.
Connect Lansweeper and Jira
- Go to Apps > Manage your apps.
- Select Lansweeper App for Jira Service Management.
- If prompted, select Allow access to authorize the app to access Atlassian products on your behalf, then select Accept.
- Enter the API token that you generated in the previous step.
- Use the Projects dropdown to select the projects where you want the app to be active.
- Select Validate and Save. Upon successful validation and authentication, a success message appears.
Ticket enrichment
Navigate to any Jira issue to see a Lansweeper field on the right side of the Details tab. Select View Associated Assets to open the Asset Details view.
Assets are displayed across three tabs:
Search Results
Displays assets fetched from Lansweeper using the search functionality. You can search by IP, MAC address, asset name, user name, manufacturer, type, or All.
Select the assets you need for the ticket using the checkbox.
Matched
Displays assets fetched automatically based on IP addresses or MAC addresses found in the issue summary or description. The app also attempts to match the reporter's email address in Jira with the last logged-in user on a Windows PC in Lansweeper.
Select the assets you need for the ticket using the checkbox.
Selected
Displays assets that have been selected for the current Jira issue from the Matched and Search Results tabs. For each Jira issue, the asset ID, site ID, and company name are stored per selected asset.
If an asset has software installed, a computer icon appears in the Info column. Select the icon to view a list of installed software and their versions.
If an asset has active vulnerabilities, a red bug icon appears in the Info column, showing the number of vulnerabilities and their CVE numbers. Select the related link to view vulnerability details.
Issue linking
In environments where multiple tickets relate to the same asset, the Lansweeper App provides a Link Related Issue feature to consolidate related issues automatically.
- For each ticket, search and select the relevant assets as described in the ticket enrichment section above.
- Select Link Related Issue. This links all Jira issues that share any of the selected assets with the current issue.
- Refresh the page to see the linked issues.
Issue linking only applies to issues that do not have the Jira status Done. This includes the following statuses: Resolved, Closed, Declined, Canceled, Completed, Failed, Done, Published, Approved, and Rejected.
Known behavior
- If the API token provided does not have any site selected, an error message is displayed.
- If the linking process is initiated in two issues with the same selected assets simultaneously, duplication may occur for a few linked issues.
- IP addresses and MAC addresses in the issue summary or description must be in plaintext. If they are formatted as links, the related assets may not appear in Asset Details.
- To view newly linked assets, refresh the page after selecting Link Related Issue.
Troubleshooting
Installation issues
If you don't receive a success notification after installation, create an Atlassian support ticket and attach a screenshot of the message. The installation process is managed by Atlassian.
Application logs
Check application logs whenever an error or issue occurs. This requires the role of system administrator.
- Go to Atlassian Admin.
- Select Products > Sites and products.
- Select Connected Apps.
- Select the three dots icon, then select Download logs.
Unable to install or activate the app
If any issue is encountered during installation or activation of the app on Jira Cloud, review and follow the steps on Installing Marketplace apps.
Permission errors
To manage users, groups, permissions, and roles in Jira Cloud, see Manage users, groups, permissions, and roles in Jira Cloud.
Ticket enrichment UI issues
If any issue occurs while viewing asset details or selecting and deselecting assets, use the refresh button on the right side of the Asset Details page, or hard refresh the browser page.