Jira

Jira is Atlassian's issue and project tracker for software and product teams. Connecting Jira to Resool lets agents escalate a customer conversation to a Jira issue, with the contact and a link back to the chat, and then follow the issue's status right next to the conversation. Workflows can create Jira issues automatically too, for example when a customer reports a bug.

#What you can do with Jira

In the Inbox

• Create issue from a conversation, choosing the project, issue type and priority. The contact and a link to the conversation are added to the issue.
• See the issues created for the contact from Resool, each with its key (such as SUP-42), date and current Jira status.
• View in Jira to open an issue in a new tab.

In Workflows

• The Create Jira issue step creates an issue in a Jira project with a link to the conversation.

#Before you begin

• You need an Atlassian account with access to the Jira site and permission to create issues in the projects you'll use.
• In Resool, only workspace Owners and Admins can connect apps.

#How to connect Jira to Resool

1. Go to Settings › Apps and open the Developer tools tab.
2. On the Jira card, click Connect.
3. The Connect Jira dialog lists what Resool will be able to do after you approve: see your Jira projects, issue types and priorities; create issues; and see the status of the issues created from Resool. Click Continue.

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Settings › Apps › Jira › Connect

The "Connect Jira" dialog with the description, the "After you approve on Jira, Resool will be able to:" list (three items), and the Cancel and Continue buttons.

File: screenshots/jira-connect-dialog.png

1. Sign in to Atlassian in the window that opens, choose your Jira site and click Accept.
2. You're returned to Resool and see Jira connected. The card shows the Manage and Disconnect buttons.

#How to set Jira defaults

Click Manage on the Jira card to open Jira settings. Under Defaults, choose:

• Jira site: the site to create issues in. Save the site before picking its project.
• Project: the project new issues go to.
• Issue type: the type new issues get, such as Task or Bug.

These defaults are used by Create issue in the Inbox and by workflow steps that don't pick their own project or type. Save with the save bar at the bottom.

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Settings › Apps › Jira › Manage

The "Jira settings" side panel with the Defaults section: Jira site, Project and Issue type pickers filled in, and the hint about where the defaults are used.

File: screenshots/jira-settings-sheet.png

#How to create a Jira issue from the Inbox

1. Open a conversation in the Inbox and click the Jira icon in the contact details rail.
2. Click Create issue. The New Jira issue form opens.
3. Check or change the Project, Issue type and Priority. Each picker has a search box for large Jira sites.
4. Write a Summary and a Description. The contact and a link to this conversation are added automatically.
5. Click Create. You see Created in Jira, and the issue appears in the panel.

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Inbox › open a conversation › Jira icon › Create issue

The "New Jira issue" form in the panel with Project, Issue type (Bug) and Priority (High) picked, a Summary and Description filled in, the hint "The contact and a link to this conversation are added.", and the Cancel and Create buttons.

File: screenshots/jira-create-issue.png

The panel lists the contact's issues with their key and status, so anyone talking to the customer can see whether the problem is still open. If there are none yet, you see No Jira issues for this contact yet. The same panel opens from the Apps card on the contact's page.

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Inbox › open a conversation › Jira icon in the contact details rail

The Jira panel with "2 issues": one with key SUP-42 and status "In Progress", one with key SUP-38 and status "Done" (struck through), and the Create issue and View in Jira buttons.

File: screenshots/jira-inbox-panel.png

#How to create Jira issues from Workflows

1. Open a workflow and add a step. Under Tasks & docs, choose Create Jira issue.
2. Pick the Project, Issue type and Priority, or leave them on the default to use the ones from Jira settings.
3. Write the Summary and Description. Both can use variables, such as the contact's name.
4. Publish the workflow.

If Jira isn't connected, the step shows Connect Jira with a link to the Apps page.

#How to disconnect Jira

1. Go to Settings › Apps and click Disconnect on the Jira card.
2. Confirm in the Disconnect Jira? dialog.

Issues already in Jira stay there. Workflow steps that create Jira issues stop working until you connect again.

#FAQ and troubleshooting

#Which issues does the panel show?

Only issues created from Resool for that contact, from the Inbox or a workflow. Issues created directly in Jira aren't listed.

#I can't pick a project in Jira settings.

Pick and save the Jira site first; the project list loads for the saved site.

#I don't see Create issue.

Your role doesn't allow managing contacts. Ask an Owner or Admin.

#Can I connect more than one Jira site?

Choose the site to use under Jira site in Manage. Issues are created on that site.

#What's next?

• GitHub
• Workflow steps
• Zendesk
• Getting started with apps