Jira

Learn how to connect Jira Software and Jira Service Management to ZigiOps. Step-by-step configuration, API token setup, correlation fields, and integration templates.

What is Jira integration in ZigiOps?

Jira is a widely used issue tracking and service management platform for DevOps and ITSM teams. ZigiOps enables secure, agentless, bi-directional integrations between Jira and ITSM, monitoring, CRM, and enterprise systems.

With ZigiOps, Jira can:

• Receive incidents, alerts, and events from monitoring tools

• Sync issues, tasks, bugs, and service requests

• Participate in end-to-end ITSM and DevOps workflows

• Support backward synchronization (updates flow both ways)

Which Jira products and versions are supported?

Using a supported version is mandatory.

Product	Supported Deployment Types	Supported Versions
Jira Software	All	7.x (or newer)
Jira Service Management	All	7.x (or newer)

Are there any environmental prerequisites for Jira?

Before configuring Jira, always confirm the prerequisites of the corresponding integration template, as some templates may not require all steps described below.

See the Related Templates section at the end of this page.

How do I create an API Token in Jira Cloud?

An API Token is required when integrating Jira Cloud with ZigiOps.

1

Log in to your Jira instance

Log in to your Jira instance using the Atlassian account intended for integration.

2

Open the Atlassian API Token page

Open the Atlassian API Token page: https://id.atlassian.com/manage-profile/security/api-tokens

3

Create the token

Click Create API Token.

4

Copy and store it securely

Copy and store the token securely. The token is visible only once after creation.

How do I create a correlation field in Jira?

Correlation fields allow ZigiOps to track and synchronize records across systems.

1

Log in to Jira

Log in to your Jira instance.

2

Open Custom Fields

Navigate to: Administration - Issues - Custom Fields

3

Create a new field

Click the Create new field button in the upper right corner.

4

Configure the field

Create a new custom field:

• Type: Text Field (single line)

• Name: Correlation ID (or another suitable name)

5

Edit the field

Navigate to Edit Field.

6

Associate the field

Associate the field with:

• Create Issue Screen

• Edit Issue Screen

• View Issue Screen (for the relevant projects)

7

Update the integration template

Update your integration template in ZigiOps to replace the default correlation field with the newly created one.

How do I connect Jira Software to ZigiOps?

Jira Software - Connected System Configuration

Follow the steps below to add Jira Software as a connected system.

1

Log in to ZigiOps

Log in to your ZigiOps instance.

2

Open the Jira connected system setup

Navigate to: Connected Systems - Add New System - Jira

3

Configure the parameters

Configure the following parameters:

• Server URL - Example: https://name.atlassian.net

• Username - Jira username or Atlassian account email

• Password - User password or API Token

• Proxy Settings (optional) - Enable if a proxy server is required

4

Save the settings

Review the settings and click Save.

How do I connect Jira Service Management to ZigiOps?

Jira Service Management requires an additional configuration step.

Jira Service Management - Connected System Configuration

1

Log in to ZigiOps

Log in to your ZigiOps instance.

2

Open the Jira connected system setup

Navigate to: Connected Systems - Add New System - Jira

3

Configure the parameters

Configure the following parameters:

• Server URL - Example: https://name.atlassian.net

• Username - Jira Service Management user

• Password - Password or API Token

• Proxy Settings (optional)

4

Save the system

Click Save to store the system.

5

Open advanced settings

Open Options - Advanced Settings.

6

Enable JiraSD

Enable the JiraSD option.

7

Apply the changes

Click Apply.

This setting ensures proper handling of Jira Service Management entities such as requests and service desk tickets.

What are the most common Jira integration use cases?

Use Case 1: Incident escalation from monitoring tools to Jira

When a critical alert is detected in a monitoring system (such as infrastructure or application monitoring), ZigiOps can automatically create or update a Jira issue. The alert details, severity, timestamps, and related metadata are mapped directly into Jira tasks or bugs. As the incident is acknowledged or resolved in Jira, updates can be synchronized back to the source system, ensuring full visibility and closed-loop incident management.

Use Case 2: Bi-directional ITSM workflows between ServiceNow and Jira

Many organizations use ServiceNow for IT operations and Jira for development teams. With ZigiOps, incidents or service requests created in ServiceNow can automatically generate Jira tasks or bugs, including comments, attachments, and priority changes. Updates made by developers in Jira are synchronized back to ServiceNow, eliminating manual handoffs and status mismatches between teams.

Use Case 3: Centralizing DevOps work from multiple tools into Jira

Jira is often used as the central system for tracking development and operational work. ZigiOps enables tasks, issues, and events from tools like Azure DevOps, monitoring platforms, or CRM systems to be consolidated into Jira. This allows teams to manage all incoming work in a single Jira project while maintaining traceability back to the original source system.

What integration templates are available for Jira?

ZigiOps provides a wide range of prebuilt Jira integration templates, organized by system pair.

Template	Direction
Azure DevOps tasks - Jira tasks	Bi-directional
Cherwell incidents - Jira tasks	Bi-directional
Freshdesk tickets - Jira tasks	Bi-directional
Jira tasks - Remedy incidents	Bi-directional
Jira tasks - Remedy problems	Bi-directional
Jira tasks - Salesforce cases	Bi-directional
Jira tasks - ServiceNow incidents	Bi-directional
Microsoft Dynamics incidents - Jira tasks	Bi-directional
OBM events - Jira tasks	Bi-directional
PagerDuty incidents - Jira tasks	Bi-directional
Remedy change requests - Jira tasks	Bi-directional
Remedy incidents - Jira tasks	Bi-directional
Remedy problems - Jira tasks	Bi-directional
Remedy work orders - Jira tasks	Bi-directional
Salesforce cases - Jira tasks	Bi-directional
ServiceNow incidents - Jira tasks	Bi-directional
ServiceNow problems - Jira bugs	Bi-directional
ServiceNow service catalog tasks - Jira tasks	Bi-directional
SolarWinds alerts - Jira tasks	Bi-directional

Each template includes field mappings, direction of synchronization, and entity-specific logic.

Summary

The Jira integration in ZigiOps enables:

• Agentless, secure connectivity

• Support for Jira Software and Jira Service Management

• API Token-based authentication

• Correlation-aware synchronization

• Prebuilt templates for ITSM, DevOps, and monitoring use cases