Jira Cloud Extension Guide | PagerDuty

Integration Guide for Jira Cloud

Jira Software is a project management tool that enables collaboration between teams within an organization. This guide will walk you through the process of configuring the Jira extension, so that you can create Jira issues from your PagerDuty incidents.

This extension currently only works with JIRA Cloud for PagerDuty customers on our Basic, Platform Business, Standard, or Enterprise plans. If you're using JIRA on-premises, check out our JIRA Server extension guide here.

This integration also supports Jira Service Desk.

In Jira Software

Before you can start adding the extension to your services, your JIRA admin must first go to your JIRA instance and add the PagerDuty Add-on as follows:

  1. Find the PagerDuty Jira Cloud Extension add-on in the Atlassian Marketplace.
  1. Once the app is installed, click Manage to go into it. On the following screen, click Configure.
  1. You will see a key in the instructions that populate – copy this key, as it will need to be copied into PagerDuty.
  1. You can go into PagerDuty to add the JIRA Extension. Note that for security reasons, the key in the previous step must be used within 30 minutes.

In PagerDuty

  1. Go to the Configuration menu and select Extensions.
  2. Once you are on the Extensions page, click the Add button next to JIRA.
  1. Your Jira admin should have already added the PagerDuty Add-on in Jira following the instructions above. Paste in your Jira key found in Step 3 above and click the Connect Jira Account button.
  1. To add the Jira extension to your service(s), select the service(s) you want to add the extension to from the dropdown. Then, select the Jira project that you want to connect to that PagerDuty service. When you are done, click Connect Jira Project.
  1. After Connecting, you will be taken to a configuration page where you can:
    • Select a Configuration Name. We recommend to use the name of the Jira project. For example: "Create Bug (Project Name)".
    • Choose a Jira Issue Type.
    • Choose an option for Create Issues Mode:
      • Manually: Must click the Configuration Name under the More Actions button on an incident details.
      • Automatically: PagerDuty will automatically create Issues in Jira
    • Map the status of PagerDuty incidents to the status of Jira Issues.
    • Optionally, sync PagerDuty incident priority levels with Jira priority levels.
    • Optionally, sync custom fields between a PagerDuty Attribute and Jira Issue Field Name.
  1. To create a Jira issue from a PagerDuty incident, go to Configuration > Services > click to your Service. Then open one of the incidents on your service.
  2. On the incident details page of your incident, click More Actions > Create Jira Issue.
  1. When a JIRA issue has been created, you will see a confirmation message appear, and you can click to View Jira Issue, which will open the JIRA issue in a new tab. If you refresh the page, you will also see it listed in the incident.

Jira Ops

PagerDuty’s Jira Software integration supports Jira Ops projects. These projects can be connected to PagerDuty Services using the instructions above. If you already have PagerDuty connected to your Jira Cloud instance, you will need to delete your Jira configuration from PagerDuty, then re-setup the integration. This is so that an additional authorization step can be performed.

It is highly recommended that you document existing mappings you may have between PagerDuty and Jira.

To delete the configuration data:

  1. Go to the Configuration menu and select Extensions
  2. Once you are on the Extensions page, click Jira Cloud
  3. Expand the “How to uninstall” link under the configuration table
  4. Press the Delete Configuration button

Jira Service Desk Required Steps

If you are integrating PagerDuty with Jira Service Desk, you need to ensure that the PagerDuty user account in Jira has the necessary permissions.

  1. Add the jira-servicedesk-users group to the PagerDuty user account
  2. For each of your Service Desk projects, ensure that the PagerDuty user account has Service Desk Team access.
    a. From the Jira Administration menu in the top right corner, click Projects.
    b. Select your Jira Service Desk project.
    c. Click the Users and roles tab under the Project settings navigation bar.
    d. Select the Add users to a role button.
    e. Add the jira-servicedesk-users group or PagerDuty user to the Service Desk Team role.

You can learn more about managing users and roles on the Atlassian website.


Can I add configure the Jira Cloud extension with multiple services?

Yes you can, you can continue to select multiple PagerDuty services in step 4 under the In PagerDuty section.

Is this integration bidirectional?

Yes! You can create Jira issues from PagerDuty incidents and PagerDuty incidents from Jira issues.

Note: As users are not mapped from PagerDuty to Jira, a Jira status is not able to move the PagerDuty status to Acknowledged.

The flow of status changes can not move backwards on PagerDuty via the mapping of statuses.

A new Jira ticket does require manual creation of a PagerDuty incident by selecting PagerDuty Incident in the right-hand column of the Jira ticket.

Can I create multiple JIRA issues for the same incident?

No, only one Jira issue will be created.

Can I create Jira issues from resolved PagerDuty incidents?

Yes, but it will create them with status "Done" in JIRA.

What types of Jira fields can I populate from PagerDuty?

With the PagerDuty integration for Jira, you can populate the following types of fields:

  • Any field that takes a string
  • Labels
  • Number Fields
  • Select Lists (single & multi-choice)
  • Text fields (single & multi-line)
  • URLs
  • User Pickers (single user)

How can I populate the label fields from PagerDuty?

You can populate this field while configuring the Jira Project in PagerDuty:

  1. Click the New Field button to create a custom field to sync data.
  2. Choose Constant value as the PagerDuty Attribute.
  3. A text box input will appear. Enter the value you'd like to use for the label field. Note you can add multiple values by using a comma as a delimiter. (I.E: blue,red)

How can I populate the Reporter or Assignee field from PagerDuty?

You can populate this field while configuring the Jira Project in PagerDuty:

  1. Click the New Field button to create a custom field to sync data.
  2. Choose Constant value as the PagerDuty Attribute.
  3. In the text box, input the Jira username.