Jira Integration FAQ

Common questions about connecting Jira, what syncs in each direction, and the tickets linked to your anomalies. Questions about the tickets on a given anomaly are answered on the Anomalies FAQ. For something that is not working rather than not clear, see Troubleshooting.

General

What is the Jira integration?

It lets Qualytics create and link Jira issues directly from the anomalies it detects, so an issue is opened without leaving the platform and stays referenced on the anomaly afterwards.

Is the synchronization one-way or two-way?

Two-way by default. Qualytics posts comments and status notes to every linked issue, and reads the issue's status, summary and comments back. Comments written in Jira appear on the anomaly's timeline. A status change in Jira is shown on the linked ticket card, and with Anomaly status sync turned on it also moves the anomaly once every linked issue agrees. Switching the integration to Read only stops all writes to Jira while the read-back continues. See What Gets Synced and Read only and two-way sync.

How quickly does a change made in Jira show up in Qualytics?

Opening the anomaly queues a background refresh of its own linked issues, so the ticket cards open with the last stored data and pick up the refreshed values moments later. Independently of that, every linked issue is re-read by a background sweep, hourly by default. To have changes arrive within seconds instead, register the integration's webhook in Jira. See Register the Jira Webhook.

Who can manage the Jira integration?

Users with the Manager or Admin role can connect, edit, and disconnect it. Users with the Member role cannot open the integration settings, but can see linked tickets on the anomalies they have access to. Ticket actions on an anomaly also require a team permission on its datastore. See Permissions.

Connection and Credentials

How are credentials stored?

The Jira email and API token are encrypted at rest, and are never shown in plain text in the interface or in API responses.

Can I use OAuth 2.0 instead of Basic Authentication?

Not currently. The integration authenticates with an email address and an API token in the email:api_token format.

Can I connect multiple Jira instances at the same time?

No. One ticketing integration is active at a time, Jira or ServiceNow. Connecting a new one requires disconnecting the existing one first.

Can I switch from Jira to ServiceNow later?

Yes. Disconnect Jira and connect ServiceNow. Disconnecting removes the existing anomaly-ticket links, and the issues already created in Jira stay where they are.

Can I change the Jira instance URL?

Yes, from the edit modal. Changing it revalidates the credentials against the new instance. The integration type itself cannot be changed. To move to another ticketing system, disconnect this one and connect the new one.

What are Allowed Projects and the Default Project for?

Allowed Projects are the only Jira projects Qualytics may create issues in, and the list is read live from Jira with your credentials. The Default Project is the one used when a Flow or AgentQ creates a ticket without naming a project, and it must be one of the allowed projects. On the Create New Ticket form, the Project field starts on the default and can be changed to any allowed project. Set both in Add Connection.

Creating Issues

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

Project, Summary, Status, Priority, and Description, most of them already filled in from the anomaly. The issue type is always Task and no labels are set. An Assignee field is added only when the anomaly's assignee can be matched to a Jira account by email address, which rarely happens on Jira Cloud. See Create Ticket for the steps and Create a Jira Ticket for what each value is built from.

Why didn't the status I chose stick?

Jira does not accept a status directly. Qualytics creates the issue and then runs the workflow transition whose name matches the status you chose. When the project's workflow has no such transition available from the starting status, the issue is still created and keeps its default status.

Status and Comments

What happens when I acknowledge an anomaly?

A timestamped status note is posted to each two-way linked issue, headed Qualytics Anomaly Status: Acknowledged [2024-01-15 10:30:00 UTC]. The issue's own status does not change unless Anomaly status sync is on, in which case it also moves to the mapped status. Read only issues receive neither.

What happens when I archive (resolve) an anomaly?

The same note, carrying the archived status (Resolved, Duplicate, Invalid or Discarded), and the same rule for the issue's own status.

Why doesn't a Jira status change update the anomaly's status?

Because status sync is off by default. Turn on Anomaly status sync and map each anomaly status to one of your issue statuses. From then on the anomaly follows its issues, once every linked issue sits at a status mapped to the same anomaly status. See Anomaly status sync.

My Jira projects use different statuses. Does the mapping still work?

Yes. The Status Mapping dialog lists the statuses of every allowed project, grouped by category (Open, In progress, Done), each carrying chips naming the projects whose workflow has it. When an issue's workflow lacks the mapped status, the issue moves to a status in the same category instead.

Do replies and comments sync to Jira?

Yes. Every comment on the anomaly's Timeline is pushed to each two-way linked issue, whether it stands alone, is anchored to a change, or replies to another comment. Editing the comment rewrites the copy on the issue, and deleting it removes the copy. Comments on containers, quality checks, and check templates are not pushed, because those assets have no linked ticket.

How does a comment look once it reaches Jira?

It is pushed as plain text under a panel naming its Qualytics author. Two things do not survive the trip: a mention arrives as a raw text code and notifies the user in Qualytics only, and a reply arrives as its own comment with no indication of what it answers, because Jira comments are a flat list. The full thread with its structure stays on the anomaly's Timeline.

A comment from Jira shows a name that is not a Qualytics user. Why?

Jira Cloud hides author email addresses by default, and the email is what the integration matches on. Without it the comment is kept under the author's Jira display name. Such a comment cannot be edited in Qualytics, though an Admin can delete it.

Automation

Can Qualytics create tickets automatically?

Yes. Add a Create Ticket action to a Flow with an Anomaly Detected or Anomaly Status Changed trigger. Its summary and description are templates: {{anomaly_id}}, {{anomaly_type}}, {{datastore_name}}, {{container_name}}, {{check_description}} and {{anomaly_message}} are replaced for each anomaly. A Flow can also move an existing linked issue with the Update Ticket Status action. See Ticketing actions.

Can AgentQ open a ticket for me?

Yes, with the same integration and the same permissions as a person. A ticket it opens without naming a project goes to the Default Project.