Jira Cloud + PagerDuty Benefits

• Tackle critical service requests and accelerate incident resolution with bidirectional sync between Jira Cloud issues and PagerDuty incidents.
• Populate out-of-the-box or custom issue fields, sync incident priority and notes, and configure state mapping between Jira and PagerDuty.
• Jira Cloud users can leverage PagerDuty’s integrations and PagerDuty AIOps functionality.
• This integration is compatible with both Jira Software and Jira Service Management products.

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Availability

The Jira Cloud Integration is available on the following pricing plans:

Professional, Business, Digital Operations (legacy) and Enterprise Incident Management.

Please contact our Sales team if you would like to upgrade your account to include the Jira Cloud Integration.

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Jira On-Prem Integration

If you're using Jira on-premises (Jira Server/Jira Data Center), please refer to our Jira Server Integration Guide.

Requirements

To Configure the Integration

In PagerDuty:

• Account Owner, Global Admin, and Manager base roles can configure, view, and modify the integration. Responder and Observer base roles will have read-only access to the Jira Cloud configuration page.
• This integration only works with Jira Cloud for PagerDuty customers on the following pricing plans: Professional, Business, Digital Operations (legacy) and Enterprise Incident Management.

To Use the Integration

In PagerDuty:

• You must have a PagerDuty user license to use the integration.

How it Works

If you configure the integration to create incidents and issues manually:

• When a user clicks Create Jira Issue on a PagerDuty incident, the action sends an Issue Created event to Jira Cloud, creating an issue.
• When a user clicks Create New Incident on a Jira Cloud issue, the action sends a trigger event to PagerDuty, creating an incident.
• PagerDuty incident and Jira issue statuses are mapped during integration configuration, and they are bidirectionally synced throughout the lifecycle of the incident and issue.

If you configure the integration to create incidents and issues automatically:

• When a user creates a PagerDuty incident, it will automatically create a Jira issue.
• When a user creates or updates a Jira issue matching a predefined JQL statement, it will automatically trigger a PagerDuty incident.
• PagerDuty incident and Jira issue statuses are mapped during integration configuration, and they are bidirectionally synced throughout the lifecycle of the incident and issue.

Integration Walkthrough

In Jira Cloud

1. Depending on your service region, navigate to one of the following apps in the Atlassian Marketplace:
   • US Service Region: PagerDuty for Jira Cloud. Click Get it Now to download.
   • EU Service Region: PagerDuty for Jira Cloud (EU only version). Click Get it Now to download.
2. Once the app installs, click Manage app in the confirmation dialog that appears. On the following screen, click Configure.
3. You will see a PagerDuty Token in the instructions that populate. Copy this key and keep it in a safe place for later use. Note: For security reasons, the key in this step must be used within 48 hours.

In PagerDuty

4. Navigate to Integrations Extensions.

5. On the Extensions page, click New Extension and then search and select Jira Cloud. The Add on the JIRA Extension Page modal will appear; click Open.

6. In the Jira key field, paste the PagerDuty Token generated in previous steps and then click Connect Jira Account.

7. Next, search and select the Jira project from the dropdown. Then, select the PagerDuty Service(s) that you want to connect to the Jira project. When you are done, click Save.

   

8. After connecting, proceed to the Configuration Details section (Step 2), and enter the following information:

• Configuration Name: Enter a configuration name. We recommend using the name of the Jira project. For example, this is how the Configuration Name will appear when creating a Jira Bug: "Create Bug (Configuration Name)".
• Issue Type: Select a Jira issue type.
• Creation Type: Select one of the following based on your preferences:
  • Automatically: PagerDuty will automatically create issues in Jira.
  • Manually: To create an issue, users must click Create Jira Issue under the More dropdown menu on an incident’s details page.
• Jira Field mapping: Click + New Mapping, and then select the Jira Field and PagerDuty Field that you would like to sync. Repeat this process to sync additional fields. Some Jira issues may also have required fields. In Jira, confirm the required fields for the selected issue type, and map a PagerDuty attribute to each required field.
• Create Test Issue: Click Create a Test Issue to generate a test issue in your Jira account with your configured settings. The integration will transition the test issue from the Jira issue status mapped to Triggered, to the one mapped to Resolved. Therefore, you will need a workflow transition in Jira that connects these two issue statuses.
• PagerDuty Incident Creation with JQL:

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  Note

  The integration will automatically append the project and issue type to the JQL statement according to the project and issue type selected in the steps above. At this time, the JQL filter cannot match other projects or issue types that are not selected in the configuration rule.

  • If you would like to automatically create an incident when a Jira issue matches a predefined Jira Query Language (JQL) statement, check Create an incident if the issue matches the JQL statement, and then enter a JQL statement. Note: The issue must be in the same Jira project and be the same Jira issue type. If you are using Jira Service Management, it creates incidents from JQL before automation rules apply.
• Sync Notes (optional): If you would like to sync notes with a user’s account, check Sync notes to issues and select the user’s name from the dropdown.
• Status Mapping:

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  Note

  The integration cannot change the state of a PagerDuty incident to Acknowledged. This ensures only PagerDuty users can acknowledge that an incident is being worked on.

  • Map the status of PagerDuty incidents to the status of Jira Issues. Select the Jira status from the following dropdowns representing PagerDuty statuses:
    • Triggered
    • Acknowledged
    • Resolved
• Priority Mapping (optional): Priority mapping is available to accounts that have access to the Incident Priority feature, and have incident priorities configured. In this section, select the PagerDuty and Jira priorities that you would like to map.

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  Priority Sync via Incident Actions

  For priority syncing, Jira Issues are only updated when the PagerDuty incident triggers an action via webhook, such as an acknowledgement, assignment, resolve, etc. You can view a full list of actions in our webhook documentation.

  For example, an update to priority alone will not prompt the PagerDuty incident to sync with the Jira Issue. However, once the incident subsequently triggers an action via webhook, the priority will then sync.

  If you'd like PagerDuty to trigger an action for incident priority changes, please make a feature request by contacting our Support team.

Once you have completed these sections on the configuration page, click Save.

9. Optional: To activate PagerDuty in a Jira project’s sidebar, navigate to your project Project settings Apps PagerDuty Sidebar and enable the toggle Enable Sidebar.

10. The integration is now complete. Please see our Jira Cloud User Guide for instructions on using the integration.

FAQ

Please read Jira Cloud Integration FAQ for answers to common questions.