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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 Qualytics 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 every ticket created from Qualytics is filed. It is set once on the integration and applies to all tickets: the Create Ticket form has no project field, so it cannot be changed per ticket. Set it in Add Connection and change it in 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, which 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.

Do replies and comments on a specific change sync to Jira?

Yes. Every comment posted on the anomaly's Timeline is pushed to the linked Jira issue the same way, whether it stands alone, is anchored to a specific change, or replies to another comment. The sync only ever adds, so edits to an existing comment are not re-synced, and deleting a comment in Qualytics leaves the comment already on the issue in place. Comments on containers, quality checks, and check templates are not pushed to tickets, because those assets have no linked ticket.

How does a comment look once it reaches Jira?

The comment is pushed as plain text. Two things do not survive the trip:

  • A mention arrives as a raw text code rather than as the formatted name you saw when typing it, and the mentioned user is notified in Qualytics only, not in Jira.
  • A reply arrives as its own comment with no indication of which comment it answers, because Jira comments are a flat list.

For the full thread with its structure intact, open the anomaly's Timeline in Qualytics.

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 has four fields:

  • Summary (required): brief one-line description.
  • Description: detailed description. Anomaly context is added automatically.
  • Status: the status the issue starts in. Defaults to To Do.
  • Priority: Highest, High, Medium, Low, or Lowest.

The project and the issue type are not part of the form. Every issue is filed in the project set on the integration, as a Task. Labels and assignee are not offered and are not sent to Jira, so set them in Jira after the issue is created.

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

Why didn't the status I chose stick?

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

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", and 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)?

Yes. Besides creating a ticket by hand from the Linked Tickets section of an anomaly, a Flow can do it for you: add the Create Ticket action to a Flow and every anomaly that matches the trigger gets an issue, already linked to the anomaly. A Flow can also move an existing linked issue with the Update Ticket Status action. See Ticketing actions.

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 Default Project Key is correct and the user has access to that project
Issue type not found Issues are created as Task; verify the project's configuration offers that issue type
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.