Learn how to use the Jira Server: Create an Issue Incident Workflow action. For more information on how to configure this workflow action, please see our Incident Workflows article.

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Requirements

• PagerDuty Account Owners and Global Admins can create and edit all Incident Workflows.
• Other users can edit workflows and triggers for services where they have Manager access.

Create a Jira Issue With an Incident Workflow

When a workflow’s conditions are met, this action creates a Jira Server issue using information provided during workflow configuration.

The process begins with the integration validating the connection between Jira Server and PagerDuty, in addition to the following Jira Server information:

• Jira Server project
• Jira Server issue type
• Jira Server issue fields

It then sends an API request to create a Jira issue using the data provided in the workflow configuration form. Following a successful request, the integration will create a new Open issue in the associated project.

Data Synchronization of Data

The created Jira issue will sync with the linked PagerDuty incident if there are configuration rules in the Jira Service integration ruleset that match the same:

• Jira project
• Jira issue type
• PagerDuty service

Issue Creation and Field Population

• When the workflow creates a Jira Server issue, the workflow’s configuration manages the initial issue creation and field population, rather than your existing Jira Server rules.
• However, once it creates the issue, subsequent PagerDuty incident and Jira issue field synchronization is handled by the ruleset configured for that PagerDuty service, Jira project and Jira issue type.
• In sum, the workflow handles the initial issue creation and field population, while synchronization depends on the Jira Server rules you have configured.

Thus:

• If no Jira Server rule exists for that PagerDuty Service, Jira Project, and Jira issue type, the workflow will still create the Jira issue and populate fields according to workflow configuration.
• However, without a corresponding ruleset, there will be no synchronization between the newly created Jira issue and the corresponding PagerDuty incident.

Avoid Overwriting Issue Fields and Duplicate Jira Issues

When both the workflow and a Jira Server rule target the same issue field, the workflow will initially populate the field during issue creation. However, if you also have a PagerDuty service, Jira project and Jira issue type rule that populates the same field, it will overwrite it. To avoid unintended field overwrites, review your rule issue field targets to ensure they don’t conflict with the issue fields in your workflow.

To avoid duplicate Jira issues, we recommend checking the Сreate Jira issues from PagerDuty incidents section in the rule. This confirms that there are no create issue actions configured on the same PagerDuty service and Jira project as your workflow.

After the Workflow Executes

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Limit

There is a maximum of 50 linked issues across all integrated applications. Additionally:

• The Jira issue link will display on the incident details page in PagerDuty as an external reference (Linked Records) field.
• A workflow log entry will appear on the incident timeline, indicating the workflow and issue creation status.
• The linked Jira issue will include linked PagerDuty incident details, along with the incident link. YouUsers can reference this information in the PagerDuty sidebar.

Populate Jira Issue Fields

The workflow action supports both standard and custom Jira fields. You can send any value accessible from the configuration form to Jira. Once you select a Jira field, the dropdown menu will display all of the compatible PagerDuty fields.

In your workflow, click Add Jira Fields to select the Jira issue field that you want to populate upon Jira issue creation. You will then receive a prompt to select the PagerDuty incident field that should be used to populate the issue field.

Field Mapping