Jira Integration
To install Zoho Lens from Jira marketplace:
Login to your Jira account.
Go to Jira Setting > Apps > Find new app.
Look for Zoho Lens app.
Click Install and select the domain name that you have been using with Zoho Lens to complete the integration process.
Now, Zoho Lens is successfully integrated with Jira.
To configure Jira in Zoho Lens:
- Login to Zoho Lens.
- Go to Settings > Integrations > Apps.
Click Configure beside Jira.
Provide your Jira Subdomain details and then click Install to install Jira in Zoho Lens.
Click Accept to allow Zoho Lens to access your Atlassian account.
To enable and disable the Jira integration from within Zoho Lens:
- Login to Zoho Lens.
- Go to Settings > Integrations > Apps.
Click on Jira.
Click on the Enable/Disable toggle button from the top right corner.
To initiate remote assistance sessions from service requests:
- Open the service request to be resolved.
Click START NOW in the ticket menu bar at the right side to initiate an instant remote assistance session. You can also do this from the comment section below the service request
You can verify the customer's email address and your department name before proceeding with starting the remote assistance session.
To schedule a remote assistance sessions from service requests:
Open the service request to be resolved.
Click on Schedule to schedule a remote assistance session for a later time. You can also do this from the comment section below the service request.
The details of the scheduled session will be added as a comment below the particular service request. You can click on the comment to start the scheduled session anytime.
To reschedule a session click View Scheduled Session, now click EDIT below the session that is to be rescheduled.
You can also view all your scheduled remote assistance sessions from the custom view by clicking on Apps > Zoho Lens.
You can view, edit and delete your scheduled sessions from here as well.
Once the session is completed, the video recording is also updated as an internal note with the option to download the video directly.
Troubleshooting Errors with Zoho Lens – Jira Integration
Error message 1:
For the integration between Zoho Lens and Jira to be operational, it must first be configured by the Superadmin. Once the Superadmin has configured it, technicians can proceed to configure their individual organization accounts to utilize the integration.
Error message 2:
If the Superadmin has already mapped a Zoho Lens organization and the technicians is not yet added as a member under that organization, they will encounter the error message mentioned above. The Technicians can contact their Superadmin to have them added as a member of the mapped organization, to conduct remote camera assistance sessions from within Jira.
Error message 3:
Error message 4:
There is a mismatch in the Jira account that you are logged in to and the Jira sub domain integrated in Zoho Lens. To fix this issue, kindly switch your Jira portal or ensure that the Jira Sub domain details linked in Zoho Lens is the correct account.
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