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Jira Integration FAQ

Answers to common questions about the Jira integration, including configuration, ticket operations, limitations, and troubleshooting.

General

What is the Jira integration?

The Jira integration lets Qualytics create and link Jira issues directly from data anomalies detected in the platform. This streamlines the issue resolution workflow by eliminating the need to manually create tickets in Jira and then reference them back in Qualytics.

Is the synchronization one-way or two-way?

One-way only — from Qualytics to Jira. Changes made directly in Jira (issue status, comments, closure) are not reflected back in Qualytics. See the How It Works page for the full sync matrix.

Who can manage the Jira integration?

  • Users with the Manager or Admin role can connect, edit, and disconnect the integration.
  • Users with the Member role cannot access the integration configuration in Settings, but can view linked tickets on anomalies they have permission to access.

For ticket operations on anomalies (create, link, remove), team-level permissions on the anomaly's datastore also apply. See the Permissions page for details.

Configuration & Credentials

How are credentials stored?

The Jira email and API token are stored encrypted at rest in Qualytics. They are never shown in plain text in the UI or in API responses.

Can I use OAuth 2.0 instead of Basic Authentication?

Not currently. The integration uses Basic Authentication with an email address and API token in the email:api_token format. OAuth 2.0 is not supported yet.

Can I connect multiple Jira instances at the same time?

No. Only one ticketing integration (Jira or ServiceNow) can be active at a time. Connecting a new integration requires disconnecting the existing one first.

Can I switch from Jira to ServiceNow later?

Yes. Disconnect the Jira integration and connect a new ServiceNow integration. Existing anomaly-ticket links remain in the Qualytics database as historical records but will no longer sync to Jira.

Can I change the Jira instance URL?

You need to disconnect the integration and reconnect it with the new URL. The connector type itself (Jira) cannot be changed on an existing integration.

What's the Default Project Key used for?

The Default Project Key is the Jira project where new tickets are created by default. You can override it per ticket in the Create form by selecting a different project. The default value is set in the integration configuration via Add Connection and can be updated via Edit Connection.

Ticket Operations

Does linking an existing Jira ticket modify the issue in Jira?

No. Linking an existing ticket only creates an association in Qualytics — no comment or modification is made to the Jira issue at the time of linking. The Jira issue is only updated when you later acknowledge, archive, or comment on the anomaly in Qualytics.

What happens when I acknowledge an anomaly?

A timestamped comment is added to the linked Jira issue (e.g., [2024-01-15 10:30:00 UTC] Qualytics Anomaly Status: Acknowledged). The Jira issue status itself is not changed — this preserves your Jira workflow control.

What happens when I archive (resolve) an anomaly?

A timestamped comment with the resolution status is added to the linked Jira issue. Again, the Jira issue status is not changed.

Yes. Multiple Jira issues can be linked to a single anomaly. Each link is tracked independently.

Yes. A single Jira issue can be linked to multiple anomalies.

What fields can I set when creating a Jira ticket from Qualytics?

The Create Ticket form supports seven fields:

  • Project Key (required) — pre-filled with the Default Project Key, can be overridden per ticket
  • Issue Type (required) — Jira issue types from the project configuration (Task, Bug, Story, etc.)
  • Summary (required) — brief one-line description
  • Description — detailed description; anomaly context is auto-appended
  • Priority — Highest, High, Medium, Low, or Lowest
  • Labels — comma-separated tags
  • Assignee — Jira user to assign the issue to

See Field Mapping Reference for details on auto-populated content.

Limitations

Why aren't Jira status changes reflected in Qualytics?

The current release supports one-way sync only (Qualytics → Jira). Two-way sync is planned for a future release. Until then, Jira is the "ticket of record" and Qualytics is the "anomaly of record" — each system maintains its own state independently.

What happens if the Jira issue is deleted?

The link in Qualytics remains but will show broken references. Future sync attempts (comments, status changes) will fail. You can manually remove the link from the anomaly's Linked Tickets section.

Can Qualytics create tickets automatically (without user action)?

Not yet. Ticket creation is always manual — triggered by a user from the Linked Tickets section of an anomaly. Automatic ticket creation from Flows is planned for a future release.

Troubleshooting

My connection test failed. What should I check?

Issue Resolution
Connection failed Verify host URL format (https://your-domain.atlassian.net), check credentials format (email:api_token), confirm account is active
401 Unauthorized Incorrect credentials; verify the email:api_token format is correct and that the API token is not expired
403 Forbidden Account lacks required permissions; ensure user has access to the target project
Project not found Verify the project key is correct and the user has access to the project
Issue type not found Verify the issue type exists in the selected project
Network timeout Firewall may be blocking; ensure Qualytics IPs are allowlisted

How do I regenerate the API token?

Follow the steps in the Configure Jira guide. Then disconnect the current Jira integration in Qualytics and reconnect it with the new token.

A linked ticket shows "Unknown" status. What does that mean?

The ticket was linked successfully but the current status could not be fetched from Jira. This usually indicates that the Jira credentials expired or the issue was deleted. Try disconnecting and reconnecting the integration.

Getting Support

If you encounter issues not covered above, contact Qualytics support:

  • Email: support@qualytics.ai
  • Slack: Your dedicated customer Slack channel

Please include: Host URL (masked if needed), error messages, and steps to reproduce.