Ticketing

Every asset page has a Tickets card. Use it to keep the asset's service desk history alongside the asset itself: which tickets were raised about this laptop, and what state they are in.

Two levels are available:

• Link any ticket by URL (free, no setup). Paste the ticket's URL from any service desk (Jira, Halo, ServiceNow, Zendesk or anything else) with an optional label. The link opens the ticket in the other system.
• The Jira integration (paid, ticketing, included in every Team tier). Connect a Jira Cloud site and you can also raise a ticket from the asset page with the asset details filled in, link a ticket by its issue key (for example HELP-123), and see each linked ticket's current status on the asset.

Tagaris only creates issues and reads their summary and status. It never transitions, comments on, edits or deletes tickets, and unlinking a ticket in Tagaris leaves the ticket itself untouched. Jira stays the system of record.

The Jira integration needs a licence that grants ticketing; every Team tier includes it (Licensing covers applying a key). Plain URL linking works on the free tier with no licence at all.

Setting up the Jira integration

You need a Jira Cloud site and an account able to create issues in the project you choose. A dedicated service account is better than a personal one: tickets raised from Tagaris are attributed to it, and it survives staff changes.

1. Create an API token. Signed in as the account Tagaris should use, go to id.atlassian.com, then Security, then API tokens, and create a token. Copy it; Atlassian shows it once.
2. In Tagaris, open Settings, then Integrations (you need the ticketing feature on your licence; admins only). In the Jira card enter:
   • Site URL, for example https://yourteam.atlassian.net
   • Account email, the Atlassian account the token belongs to
   • API token
   • Project key for new tickets, for example IT
   • Issue type for new tickets, Task if left blank
3. Test the connection. The test signs in and checks the project exists, so a green result means raising tickets will work.
4. Save.

Day to day

On an asset page, the Tickets card shows each linked ticket with its key, summary and cached status, newest first. From there:

• Raise Jira ticket opens a form with the summary and description filled in from the asset (tag, name, hardware, serial number, assignee, location and a link back to the asset page). Edit either before raising. The new ticket is created in the configured project and linked to the asset.
• Link ticket accepts a Jira issue key or URL (linked with live status), or any other ticket system's URL (linked as a plain link).
• Refresh status re-reads the summary and status of the asset's Jira tickets. Statuses are cached, not live: the card shows the state as of the last refresh.

Ticket links appear in the asset's history and are included in the organisation data export.

Two more things the integration can do:

• Digest tickets: on the Settings Alerts tab, "also raise a Jira ticket" makes the daily renewals digest create one issue per digest with the same items it emails, so devices needing attention land in your service desk queue automatically.
• Token expiry warning: the Jira card has an optional API token expiry date. Fill it in and the daily digest warns 30, 7 and 1 days before the token lapses.

What can go wrong

• "Jira rejected the credentials": the email and API token do not match, or the token was revoked. Create a new token and save it again.
• "Jira has no project ... visible to this account": the project key is wrong, or the account cannot see that project. Check the key on the project's board URL and the account's project access.
• "Jira refused the ticket (400)": usually the issue type does not exist in that project (many Jira service desk projects have no Task type). Set an issue type the project accepts, for example one from its board.
• Statuses look stale: they refresh when someone uses Refresh status, not automatically. The asset page never blocks on Jira being reachable.