JIRA Server Extension Guide

This extension is only for JIRA Server 7.2+, not JIRA Cloud. Please see our JIRA Cloud Extension Guide for more information.

In PagerDuty

  1. From the Configuration menu, select Extensions.
  2. Click + New Extension and select JIRA Server. You will be prompted to open the JIRA Server configuration page.
  3. From the JIRA Server configuration page, copy the Authentication Token to be used later on in this guide.

In JIRA

  1. From the JIRA Administration menu in the top right corner, click Add Ons.
  2. Find the PagerDuty for Jira Server add-on in the Atlassian Marketplace and install it. A PagerDuty user will be created.
  3. After returning to the Manage Add On page, select the PagerDuty Add On, and click Configure.
  4. Add the Authentication Token you copied from the PagerDuty extension configuration and click Save.

In PagerDuty

  1. Add the URL of your JIRA server and click Connect JIRA Server.
  2. Select a PagerDuty service and corresponding JIRA project, then click Connect JIRA Project.
  3. Select a JIRA Issue Type and a JIRA Status corresponding to the Open and Resolved PagerDuty incident status.
  4. Optionally, add a JQL statement for automatically triggering PagerDuty incidents that match it. Note, the issue type for automatic triggering must be the same as the JIRA Issue Type configured.
  5. Click Create Test Issue to test the connection between PagerDuty and your JIRA Server. You will see a success message at the top of the modal and the new ticket will be visible in JIRA.
  6. Click Save, and you’re done!

FAQ

What if my JIRA Server is behind a firewall?

In order to allow bidirectional integration between PagerDuty and your JIRA Server, it may be necessary for you to configure your firewall to allow for incoming traffic from PagerDuty. You can find more information about this and whitelisting IP addresses in our knowledge base. You’ll specifically need to whitelist IPs for PagerDuty webhooks and the REST API.

Does the JIRA Server integration support mandatory custom fields?

The integration does not support mandatory custom fields. This integration will not work if the connected JIRA project requires a mandatory custom field.

When triggering a test incident, I am getting an error that says “Sorry, you can’t create any issues right now, as you need to have access to a JIRA application to be able to create issues“. How can I fix this?

When this extension is created, it should create a user called PagerDuty in JIRA. This user requires write access to the applicable issues / projects in order for the integration to work.

To make sure this is set up correctly, you can follow these steps in JIRA:

  1. In your JIRA account, click the cog (⚙️) icon near the top right → User Management button
  2. You will be prompted to enter a Jira Administrator Username and Password
  3. Select the PagerDuty user
  4. After Selecting the PagerDuty user, select the View Project Roles button at the top right. You should then be brought to the permissions for the specific Jira projects. (**NOTE: The user’s name in JIRA must be PagerDuty – any other name, even PagerDuty1, will not work).

Once you have set this user’s permissions, try sending a test incident again.