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.

   

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.