Overview

The Jira integration connects Xyte's incident management with Jira Service Management (JSM), keeping both systems in sync automatically.

What it does:

• Incident opened in Xyte → a new Jira Service Management request is created automatically, with full incident, device, and location details
• Incident resolved in Xyte → the Jira request is transitioned to the configured close status
• Jira request updated → changes to the title, description, or priority in Jira are reflected back in Xyte (requires webhook setup)

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Setup

Authorizing Access

1. Click the Authorize access button.

2. You will be redirected to Atlassian's authorization page — log in with a user that has administrative privileges on your Jira instance.

3. Review and approve the requested permissions. Xyte requests only the minimal scopes needed to create and manage Service Desk requests.

   

4. You will be redirected back to Xyte to complete the setup.

   

5. Click Next.

Select Service Desk

1. Select the Service Desk from the list fetched from your Jira account.

   

2. Click Update, then Next.

If your required Service Desk is not listed, verify that there are no limiting permissions on the Jira side, then click the purple Reload button to have Xyte re-fetch all available options.

Request Types

1. Select the Request Type to use when new incidents are detected.

   

2. Click Update, then Next.

If your required Request Type is not listed, verify that there are no limiting permissions on the Jira side, then click the purple Reload button to re-fetch all available options.

Close Status

1. Select the status transition to apply to a Jira request when the incident is resolved in Xyte.
2. Click Update, then Next.

If your required Close Status is not listed, verify permissions on the Jira side and click the purple Reload button.

Make sure at least one status transition in your Jira workflow can move a request from any open state to closed, otherwise Xyte will not be able to close the ticket.

To disable automatic closing (and manage ticket status entirely from Jira), select the Do not auto-close option.

Enable

1. Click the Activate button to enable the integration.

   

Once active, every new Xyte incident will automatically open a Jira Service Management request.

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Webhook Setup (Sync from Jira to Xyte)

By default, sync goes one way: Xyte → Jira. To enable updates from Jira back to Xyte (title, description, priority changes, and closing the Xyte incident when the Jira request is resolved), you need to register a webhook in your Jira instance.

What syncs back to Xyte

Xyte will not reopen a closed incident, even if the Jira request is reopened.

Step 1 — Open the Jira Webhook admin

1. In Jira, go to Settings → System → WebHooks
   • Direct URL: https://<your-jira-instance>.atlassian.net/plugins/servlet/webhooks
2. Click Create a WebHook.

Step 2 — Configure the webhook

Fill in the form as follows:

Click Save.

No webhook secret or additional authentication is required.

How Xyte identifies the request

When Jira sends an update, Xyte matches the Jira issue ID to an existing incident in your organization. If no matching incident is found, or if your organization does not have an active Jira integration, the event is silently ignored.

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Updating

You can update the integration settings (service desk, request type, close status) or disable the integration at any time from the Jira Integration settings in Xyte.

Changing the close status or request type takes effect immediately for new incidents. Existing open incidents continue using the settings that were active when they were created.