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Jira Integration Guide

Jira is a proprietary issue tracking product developed by Atlassian that allows bug tracking and agile project management.

With the Jira integration, you will be able to create a new incident on Zenduty whenever a ticket or issue is raised in the associated Jira board. Any action, i.e. Pending or Resolve on Jira will update the incident on Zenduty to the Acknowledged or Resolved state.

This is a legacy Jira One-Way integration - allowing you to only create incidents in Zenduty for tickets/issues created in Jira.

For other purposes, we also support:

The Jira Outgoing Two-Way Sync Integration, allowing you to create tickets/issues in Jira for every Incident created in Zenduty, with bidirectional status and notes synchronization across the platforms.

The Jira Cloud Marketplace Connection, enabling you to integrate your Jira instance with Zenduty on an account level, map Zenduty Services with Jira Projects, letting you create incidents in Zenduty for Jira Tickets/Issues AND create Jira Issues/Tickets for Zenduty Incidents with synchronized statuses and notes.

What can Zenduty do for Jira users?

With Jira's Integration, Zenduty sends new Jira issue alerts to the right team and notifies them based on on-call schedules via email, text messages(SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Zenduty provides your NOC, SRE and application engineers with detailed context around the Jira issue alert along with playbooks and a complete incident command framework to triage, remediate and resolve incidents with speed.

Whenever a Jira issue is generated, an alert is sent to Zenduty, creating an incident. When that ticket is closed, Zenduty will auto-resolve the incident.

You can also use Alert Rules to custom route specific Jira ticket alerts to specific users, teams or escalation policies, write suppression rules, auto add notes, responders and incident tasks.

To integrate Jira with Zenduty, complete the following steps:

In Zenduty:

  1. To add a new Jira integration, go to Teams on Zenduty and click on the team you want to add the integration to.

  2. Next, go to Services and click on the relevant Service.

  3. Go to Integrations and then Add New Integration. Give it a name and select the application Jira from the dropdown menu.

  4. Go to Configure under your integrations.

  5. Proceed by copying the generated Webhook URL to be added to Jira.

In Jira:

  1. Log in to your Jira account.

  2. Go to settings and then click System. Scroll down towards Webhooks

  3. Click on Create a WebHook.

  4. Add a Name for the Zenduty webhook and paste the Generated Webhook URL that was copied earlier.

  5. Under Issue related Events make sure the Issue Created and Issue Updated checkbox is ticked. * If you want the comments within your Jira tickets automatically be added as notes on Zenduty, also check the Comment Created checkbox.

  6. To make the process only applicable to the current project selected, set the JQL to point the project to the Project that is selected. * This can be done using the JQL, "project={Insert Project Name}", if the project exists, there would be a dropdown menu that would pop up.

  7. Scroll down and Save to create the Webhook.

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