Jira Service Management Integration

The Jira integration connects CrownSync Playbooks to your Atlassian Jira Service Management instance. When incidents are created or updated in CrownSync, corresponding issues are created or updated in your Jira project automatically.

Prerequisites

An Atlassian Cloud or Data Center Jira instance
A Jira user account with permissions to create and edit issues in the target project
A Jira API token (generated from your Atlassian account settings)
Admin role in CrownSync Playbooks

Connection Setup

Navigate to Admin → Integrations
Select Jira Service Management
Enter your Atlassian URL (e.g. https://yourcompany.atlassian.net)
Enter the email address associated with your Atlassian account
Enter your Jira API token
Enter the project key for the target project (e.g. INC)
Click Test Connection
Click Save

Tip

Use a dedicated service account email and API token for the integration. This ensures continuity when team members change and provides clear attribution in Jira's audit log.

Sync Behaviour

When an incident is created in CrownSync, a corresponding Jira issue is created in your specified project with the incident title, description, severity, and category mapped to Jira fields. Updates to the incident in CrownSync are pushed to Jira as issue updates.

Priority Mapping

CrownSync Severity	Jira Priority
Critical	Highest
High	High
Medium	Medium
Low	Low

Priority mappings can be customised in the integration settings if your Jira instance uses custom priority schemes.

Status Mapping via Transitions

Jira uses workflow transitions to move issues between statuses. CrownSync maps its incident statuses to Jira transitions, which you configure in the integration settings. For example:

CrownSync "Active" → Jira transition to "In Progress"
CrownSync "Contained" → Jira transition to "Awaiting Resolution"
CrownSync "Closed" → Jira transition to "Done"

Ensure the Jira workflow allows the configured transitions from the current issue status. If a transition is not available, the status update will fail and be logged as an error.

Inbound Webhook (Jira → CrownSync)

For bi-directional sync, set up a Jira Automation rule to send updates back to CrownSync:

In Jira, navigate to Project Settings → Automation
Create a new rule with the trigger Issue updated
Add a Send web request action
Enter the CrownSync webhook URL from your integration settings
Set the method to POST and include your CrownSync API key in the headers
Configure the JSON body to include the issue key and updated fields
Save and enable the rule

Troubleshooting

Authentication failed— Verify the email and API token. Note that Jira API tokens are different from Jira passwords.
Project not found— Check the project key is correct and the service account has access to the project.
Transition failed— The configured status transition may not be available from the current issue state. Review your Jira workflow configuration.
Webhook not triggering— Ensure the Jira Automation rule is enabled and the trigger conditions match.

Integration instructions last verified: April 2026