Jira Software and Jira Work Management

Jira Service Management is supported in Xyte. To connect a Jira Service Management project, see Jira.

Jira Software and Jira Work Management projects aren't supported in Xyte yet. A built-in integration would open a Jira work item in those projects for each Xyte incident.

What you can do

1. Ask us for it. Email [email protected] and tell us you need Jira Software or Jira Work Management.
2. Try the Webhook option tab. Until a built-in integration exists, you can open Jira work items from Xyte incidents with Incidents Webhooks. The Webhook option tab has the steps.

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Based on the vendor's documentation. These steps follow Atlassian's incoming webhook trigger article. Jira isn't a built-in Xyte integration, and settings on the Jira side can differ between accounts and versions.

You can use Incidents Webhooks with Jira Automation's Incoming webhook trigger to open a Jira work item (for example a Task or Bug) in any Jira space whenever Xyte creates an incident. This works in Jira spaces that aren't covered by Xyte's Jira integration.

• Create only — each new Xyte incident opens one Jira work item. Later updates and closes in Xyte don't change it, and nothing syncs back from Jira to Xyte. To also update and close, see Sync Xyte Webhooks to Jira Incidents with Flow Automation.
• What you need — permission to create automation rules in the Jira space, and access to Settings → Integrations → Webhooks in the Xyte Organization portal.

Step 1 — Create the automation rule in Jira

1. In Jira, open the space where work items should be created and go to Space settings → Automation. Create a new rule.
2. Choose the Incoming webhook trigger.
3. Save the trigger. Jira shows the rule's Webhook URL and Secret. Copy both.
4. Add a Create work item action:
   • Space: the space from step 1
   • Work type: for example Task
   • Summary: [Xyte] {{webhookData.title}}
   • Description: {{webhookData.description}} (device: {{webhookData.device}}, location: {{webhookData.location}}, priority: {{webhookData.priority}})
5. Name the rule, save it and turn it on.

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Keep the secret secret

Anyone with the webhook URL and secret can run this rule. Treat the secret like a password.

Step 2 — Set up Incidents Webhooks in Xyte

In the Xyte Organization portal, go to Settings → Integrations → Webhooks → Incidents Webhooks.

Endpoints

1. Set Create incident URL to the Webhook URL from Step 1.
2. Leave Update incident URL and Close incident URL empty. See Limitations.
3. Turn on Add custom header to requests and enter:
   • Field name: X-Automation-Webhook-Token
   • Field value: the Secret from Step 1.
4. Make sure Send payload as string is off.
5. Click Update.

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Turn off "Send payload as string"

Jira reads the body as a JSON object through {{webhookData}}. With Send payload as string on, the fields come through empty and the work item is created without a title.

Create template

1. Open the Create template step.

2. Paste this template:

   JSON

   {
     "id": "{id}",
     "title": "{title}",
     "description": "{description}",
     "device": "{device}",
     "location": "{location}",
     "priority": {priority},
     "space_id": "{space_id}"
   }

3. Click Save template.

Each key is available in the rule as {{webhookData.<key>}}, for example {{webhookData.title}}. {priority} is a number from 1 (Critical) to 5 (Planning). For the full list of placeholders you can use, see Webhooks.

Leave Update template and Close template blank.

Step 3 — Test and enable

1. In the Create template step, click Test create. A new work item should appear in the Jira space, and the rule's Audit log should show a successful run.
2. Open the Enable step and click Activate.

From now on, each new Xyte incident opens a work item in Jira.

Limitations

• Work items are created, never updated or closed. If you fill in the Update incident URL or Close incident URL with the same webhook URL, every update and close runs the rule again and creates another work item. Leave both empty, or follow Sync Xyte Webhooks to Jira Incidents with Flow Automation.
• Automation run limits. Each request counts as a rule run toward your Jira plan's monthly automation limit.
• No sync back to Xyte. Changes you make in Jira don't reach Xyte.

Learn more

• Webhooks — every Incidents Webhooks setting, the available placeholders and what happens when a request fails.
• Jira's incoming webhook trigger — the webhook URL, secret and header.

Troubleshooting

• Test succeeds but no work item — open the rule's Audit log in Jira. A wrong secret is accepted with a 200 response but the rule doesn't run; copy the Secret again into the header value.
• 400 Bad Request — the X-Automation-Webhook-Token header is missing. Check the Field name in Endpoints and click Update.
• Work item with an empty summary — Send payload as string is on, or a smart value doesn't match a template key. Turn the setting off and compare {{webhookData.<key>}} with the template.
• A new work item for every incident update — the Update incident URL or Close incident URL is set. Clear both and click Update.