Jira Server Extension Guide | PagerDuty

Integration Guide for Jira Server

This integration is for Jira Server (self-hosted) 7.2+, which can be downloaded from the Atlassian Marketplace. If you use Jira Cloud, please see the Jira Cloud integration guide.

PagerDuty's integration with Jira Server enables customers to have bi-directional sync between Atlassian Jira Software. Incidents triggered in PagerDuty can automatically open an issue in Jira and includes the ability to populate issue fields, whether they are out-of-box or custom. Issues in Jira can also trigger a PagerDuty incident, helping you notify your team of time-sensitive issues.

Additional capabilities include: Incident priority synchronization, notes synchronization and state mapping.

This integration also supports Jira Service Desk.

Create PagerDuty Authentication Token

In PagerDuty, you'll need to add the Jira Server extension. A unique authentication token will be created. The token will be used in Jira for the next step.

  1. From the Configuration menu, select Extensions.
  2. Click + New Extension and select Jira Server. You will be prompted to open the Jira Server configuration page.
  1. From the Jira Server configuration page, copy the Authentication Token to be used later on in this guide.
  1. Login to your Jira Server application. Note: you can’t connect PagerDuty to Jira Server until you paste the authentication token into the PagerDuty add-on in Jira.

Add PagerDuty Plugin in Jira

In Jira, you'll need to download the PagerDuty for Jira Server plugin and add your PagerDuty authentication token.

You must have Admin access in Jira to configure these steps.

  1. From the Jira Administration menu in the top right corner, click Add Ons.
  1. Click the Add-ons tab, then click Find new add-ons in the Atlassian Marketplace. Search for PagerDuty for Jira Server and click the Install button.
  1. After returning to the Manage Add On page, select the PagerDuty Add On, and click Configure.
  1. Add the Authentication Token you copied from the PagerDuty extension configuration and click Save.
  1. Ensure a user account with the name PagerDuty was created in Jira, with write access to applicable issues / projects.

Connect PagerDuty to Jira Server

The last step is to connect PagerDuty to Jira and configure the mapping between a PagerDuty Service and a Jira project.

  1. Add the URL of your Jira server and click Connect JIRA Server.
  1. If the connection was successful, you should be able to select a PagerDuty service and corresponding Jira project. After selecting both, 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
    • Create a Jira Query Language (JQL) statement which can automatically create PagerDuty incidents if a Jira issue matches the JQL. Note: The issue must be in the same Jira project and be the same Jira Issue type.
    • 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. Click Create Test Issue to test the connection between PagerDuty and your JIRA Server. You should see a success message at the top of the modal and the new ticket will be visible in JIRA.
  2. Click Save, and you’re done :tada+: .

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.


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.

What items are created in Jira with this integration?

When you install the add-on from the Atlassian Marketplace, a user is created in Jira called PagerDuty. This user must have administrative rights for the projects you plan on linking to PagerDuty.

What if my JIRA Server is behind a firewall?

In order to allow bidirectional integration between PagerDuty and your JIRA Server, it may be necessary for you to configure your firewall to allow for incoming traffic from PagerDuty. You can find more information about this and whitelisting IP addresses in our knowledge base. You’ll specifically need to whitelist IPs for PagerDuty webhooks and the REST API.

Does the JIRA Server integration support mandatory custom fields?

Yes. You can have PagerDuty populate Jira fields. This can be defined when configuring the integration in PagerDuty.

When triggering a test incident, I am getting an error that says “Sorry, you can’t create any issues right now, as you need to have access to a JIRA application to be able to create issues“. How can I fix this?

When this extension is created, it should create a user called PagerDuty in JIRA. This user requires write access to the applicable issues / projects in order for the integration to work.

To make sure this is set up correctly, you can follow these steps in JIRA:

  1. In your JIRA account, click the cog (⚙️) icon near the top right → User Management button.
    2.You will be prompted to enter a Jira Administrator Username and Password.
  2. Select the PagerDuty user.
  3. After Selecting the PagerDuty user, select the View Project Roles button at the top right. You should then be brought to the permissions for the specific Jira projects. (**NOTE: The user's name in JIRA must be PagerDuty- any other name, even PagerDuty1, will not work).

Once you have set this user’s permissions, try sending a test incident again.

How do I map priorities from Jira to PagerDuty?

It's possible to map priorities while connecting the Jira project in PagerDuty. To add or change priority mapping for existing Jira projects, go to your Jira Server extension page in PagerDuty and select the cog icon (⚙️) -> "Edit" for the applicable Jira project.

What if I only want specific Jira Issues to trigger Incidents?

You can execute more granular control over what triggers a PagerDuty Incident by using JQL in the PagerDuty-side configuration. You can find this by navigating to Extensions in your PagerDuty account. Once you select your Jira Server Extension, you'll be able to edit preexisting Service to Project mappings by selecting the cog icon (⚙️), and you can also add new ones. It is very important that the JQL first be tested in Jira to ensure it matches the issues you'd like to have trigger your PagerDuty Incidents. For example, let's say I only want to trigger a PagerDuty Incident if a high-priority ticket is opened in my SRE Project. The JQL I use might look something like this:

(status = Open AND project = SRE ) AND priority = High OR priority = Highest

You can use different JQL for each Project you add, so there's no need to craft a catch-all JQL statement for all of your Jira Projects.

Note: Automatic PagerDuty incident creation via JQL is possibly for new and existing Jira Issues.

When I try to save the Authentication Token in Jira, I see an error. What’s going on?

The most common cause of this issue is that app.pagerduty.com is not accessible from your Jira Server. In this case, you’ll need to check your Network and Firewall settings to ensure our IP addresses are whitelisted. You can read more about this here. A final possibility is that your Authentication Token has expired, and is now invalid. The Authentication Token you get from PagerDuty expires after 15 minutes of inactivity- so if you generated the token in PagerDuty and waited longer than 15 minutes before adding it to Jira, you’ll need to refresh the PagerDuty page to generate a new token to use.

While linking my Jira Project in PagerDuty, I get an error and my Project can’t be added.

If you’ve already made sure that you’ve whitelisted the PagerDuty IP addresses, check your SSL certificate. While we do support HTTP, you’ll run into this issue if your Jira instance has an expired or invalid SSL Cert set up.

When I try to click ‘Create a Test Issue’ from PagerDuty, I get an error or nothing is created in my Jira Instance.

You'll want to double check a few things:

  • In Jira, that the PagerDuty user exists and has administrative rights to the Project you’re attempting to open a ticket within.
  • In Jira, review if there are required mandatory fields. If they are, then you should sync PagerDuty fields with the mandatory Jira fields while configuring the integration in PagerDuty.
  • In PagerDuty, ensure there is a v2 REST API key with the description "API Key for add-on JIRA Server".

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.