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Using our Jira Integration to create/link additional incident tickets
Using our Jira Integration to create/link additional incident tickets
Michael Donlin avatar
Written by Michael Donlin
Updated over a week ago

Creating/linking additional incident tickets

📣 The following instructions require you to have enabled the Jira Integration in your Jeli account.

When opening an incident

Creating a new Jira issue when opening an incident: /jeli open

When opening an incident, click the ‘Use Integrations’ button to view the integrations for the incident being created.

📣 The default project and issue type can be setup in our Jeli Web App under settings - learn more here.

If your Jira integration is configured with a default project and issue type, we will automatically create a Jira issue on the specified project for each Jeli incident. Jeli will create use the name of the Jeli incident to set the Jira issue title.

From the Integrations screen within the open incident flow, you may choose to Disconnect Primary Issue to override the default and tell Jeli not to automatically create a Jira issue, or Modify Jira issue details to change the project, issue type, or populate additional fields.

Jeli does not currently allow for populating specific fields on the Jira issue automatically. Fields such as the issue description must be set manually by clicking Modify Jira issue details. Alternatively, you may configure Jira to automatically set a default for any field.

Using our Jira integration to automatically create an issue on incident open will automatically modify the Jeli incident name to include the Jira ticket ID.

For example, if I open an incident with the name Consul is down and have a configured project Engineering, the resulting incident name will be ENG-123 Consul is down and the incident channel will be #eng-123-consul-is-broken.

During an incident

During an incident, issue the /jeli jira command to create a Jira issue or link an existing issue to an incident.

Creating a new Jira issue during an incident: /jeli jira

Select a project, issue type and provide a summary (Jira issue title) as well as any other required fields for your selected issue type. Optionally choose to populate your additional, non-required fields. You may also set this issue as the Primary Jira Issue for this incident.

✨ Enhanced Jira Configuration for Enterprise ✨

All customers may create Jira issues from Jeli, specifying the following information:

  • Project

  • Issue Type

  • Issue Summary

  • Issue Description

Additionally, Jeli Enterprise customers may set or interact with additional fields, including custom fields on the Jira issue.

Jeli supports the following Jira field types:

  • Checkboxes

  • Date Picker

  • Date Time Picker

  • Labels

  • Number Field

  • Paragraph

  • Radio Buttons

  • Select List (multiple choice and single choice)

  • Short text

  • URL

  • User Picker (single or multiple user)

You will see these fields presented within Jeli when creating a Jira issue from Slack. Jeli also supports looking up, assigning or creating new labels directly from our integration:

For more information on our Enterprise plan, including a full list of additional features, please see our pricing page.

Linking an existing Jira issue during an incident: /jeli jira

Provide a Jira issue URL and optionally set the ticket as the Primary Jira Issue

Viewing attached Jira issues: /jeli jira list

This command will directly send the user a listing of all Jira tickets associated with the Jeli incident.

Viewing attached Jira issues: /jeli overview

Jeli will also provide a listing of associated tickets in the incident overview.

Additional Jira Features for Incident Response

Automatically add Jeli incident status updates as Jira issue comments

ℹ️ Comment syncing is only available to customers on a Jeli Enterprise plan.

For more information on our Enterprise plan, including a full list of additional features, please see our pricing page.

From your Jeli Incident Response configuration settings in the Jeli web app, you may enable a feature to automatically add Jeli incident status updates as comments to the primary Jira issue for your incident.

Check the box for Jira comment syncing on the configuration page to turn this feature on.

Jeli will now automatically create comments on your primary Jira issue.

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