Summary

Integrate JIRA Service Management with a live chat application. The live chat application generates a code snippet to be pasted in the HTML pages so that chat widget will appear on the page.

Environment

Applicable to almost all versions of Jira Service Management.

Solution

Below are steps to insert the code in a Jira Service Management customer facing portal page. In this example, the JSM version being customized is 4.13.13. This version number will vary depending on your Jira Service Management version. 

1. Take a backup of jira-servicedesk-4.13.13-REL-00xx.jar under /shared-home/atlassian-jira-software-8.13.13-standalone/plugins/installed-plugins

2. Extract the jar in a temp folder using below command under

   jar xvf jira-servicedesk-4.13.13-REL-00xx.jar

3. Open soy/backend-cv.soy file and add as shown below. The script may be different based on the web-chat service provider.

   <script>
          {literal}
               /*! loading JS*/
               (function (g, e, n, es, ys) {
   g['_genesysJs'] = e;
   g[e] = g[e] || function (){ (g[e].q = g[e].q || []).push(arguments) };
   g[e].t = 1 * new Date();
   g[e].c = es;
   ys = document.createElement('script'); ys.async = 1; ys.src = n; ys.charset = 'utf-8'; document.head.appendChild(ys);
   })(window, 'Genesys', 'https://apps.mypurecloud.com/genesys-bootstrap/genesys.min.js',{ environment: 'use1', deploymentId: '2624xxxx-21xx-4279-9cef-fxxxx2a1994c' });
         {/literal}
   </script> 

4. The example of injecting Javascript in soy template file is shown below.
   1. 

5. Rebuild the jar using below command:

   jar cvfm jira-servicedesk-4.13.13-REL-00xx.jar META-INF/MANIFEST.MF ./* 

6. Remove the existing jar under temp directory before rebuilding.
7. Stop Jira.
8. Replace the existing one with the newly built jar. You may want to create a backup copy of the original file in case you need to back out this change.
9. Start Jira.
10. Re-test the Customer Portal in incognito mode.

As a result, web chat would be added to customer portal.