Every outage and firmware advisory SmartTile sees becomes a request in the Jira Service Management your team already works in — opened, commented and transitioned to Done without anyone re-typing it.
Monitoring that keeps its own ticket queue creates a second inbox nobody watches. The work gets done in Jira; the alerts sit somewhere else, and someone spends part of every day copying between the two. ServiceAutomate connects SmartTile to your Jira Service Management — Cloud or Data Center — per company, with your own credentials, and works the request for you.
| The moment | Today | With ServiceAutomate |
|---|---|---|
| A site goes down | Someone reads the alert e-mail, opens Jira, types the request, hunts for the device and site. | A request Circuit down: device @ site opens by itself after the open delay (15 min default, per device), with the device, location, start time, reason and the linked SmartChoice ticket number. |
| It comes back | Someone notices, checks, and closes it — or forgets, and it ages in the queue. | A Circuit Restored comment with the outage duration, then a transition to Done — always, never, or only if it was back within your window (60 min default). |
| Keeping two systems honest | Notes typed twice, or not at all. | SmartChoice journal updates land as Jira comments; your agents' Jira comments are read every 5 minutes and carried to the SmartChoice ticket — each marked, carried once, and in the ledger. |
| New firmware is out | Someone reads vendor bulletins for every model the company owns. | One issue per device from FirmwareAutomate with running and available versions and the remediation SLA — routed to Jira per company, closed once the upgrade is verified. |
| Who changed the status? | Guesswork. | Status and assignee come back from Jira by webhook (or a 5-minute poll) onto SmartTile's copy of the request. |
Cloud or Data Center. It decides the API version (v3 or v2) and the webhook API SmartTile uses.
Cloud: e-mail + API token, or OAuth 2.0 (3LO). Data Center: Personal Access Token, username + password, or OAuth 2.0. Test connection reads your server info and the signed-in user — Next stays locked until it passes.
Service desk and request type read from your site; default priority; auto-close None / Always / Timed with the minutes. Credentials are saved encrypted here.
Auto-register the webhook, Send test webhook (opens a test request and transitions it to Done), and Go Live — which unlocks only after a signed webhook has arrived.
Device: FG-60F Head Office · Location: Head Office
Outage started: 2026-09-28 06:14 · Initial reason: ping loss
Linked SmartChoice/Rev.IO ticket: #83421
Created by SmartTile ServiceAutomate
Raised through the Service Desk API in your chosen service desk and request type (with your organization if set). No request type configured? SmartTile creates a project issue instead — issue type Task unless you set another, with your default priority.
A Circuit Restored comment with the down-since time, duration and restore time, always. Then the transition named Done — every time, never, or only when the outage was shorter than your window.
One issue per device when FirmwareAutomate finds an update: running and available versions, what to do, the scheduled window and a remediation SLA. After the upgrade is verified it is commented and transitioned to Done.
SmartChoice journal text is posted to the open request for that device (tenant-checked three ways). Every 5 minutes SmartTile reads the request's comments and carries each new human one to the linked SmartChoice ticket and your other connected ITSM systems, marked [SmartTile ↔ …] so it is never carried twice.
/rest/api/3/serverInfo · /myselfTest connection/rest/servicedeskapi/servicedeskPick the service desk/servicedesk/{id}/requesttypePick the request type/rest/api/3/priority · /user/assignable/searchPriorities and assignees for the wizard/rest/servicedeskapi/requestOpen the request (or POST /rest/api/3/issue)/rest/api/3/issue/{key}/commentPost a SmartTile or SmartChoice note/rest/api/3/issue/{key}/commentRead comments back (every 5 min)/rest/api/3/issue/{key}/transitionsLook up and run the Done transition/rest/servicedeskapi/request/{key}Status + assignee poll when no webhook for 2 h/rest/api/3/webhookRegister the webhook (Data Center: /rest/webhooks/1.0/webhook)Each company connects its own Jira. Tokens, passwords and OAuth secrets are encrypted at rest; the edit screen shows only a masked tail. Only admins of that company (or its reseller) can change it.
A per-tenant URL plus an HMAC-SHA256 secret. A call with a missing or wrong signature is refused (401), logged, and changes nothing. Rotate the secret any time.
Nothing is sent to Jira until the connection is saved, the webhook verified and Go Live pressed. Unregister removes the webhook and switches the connection off.
Each request opened and each comment carried in from Jira is a row in the Automation Audit Ledger, scoped to the viewer's companies. The Lab reads any request's comments back to prove the connection.
| Objection | Answer |
|---|---|
| “We don't want another tool.” | Jira stays the tool. SmartTile is the sensor and the scribe — nobody on your desk has to log into it to work a request. |
| “Cloud or Data Center?” | Both. The wizard asks, and the connection is tested against the one you run before you can continue. |
| “Our webhook egress is locked down.” | Go Live needs one verified webhook. After that, status is polled every 5 minutes whenever no webhook has arrived for 2 hours, and comments are always read by polling. |
| “This will create noise.” | The open delay (15 min default, per device), one request per device, and auto-close on recovery. A blip shorter than the delay opens nothing. |
| “Circuits are SmartChoice's; the firewalls are ours.” | That is the design. Circuit work stays with the SmartChoice NOC; your own devices — and firmware advisories, routed per company — ticket to your Jira. |