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Jirax Channelsintegration

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Overview

Build customer-driven roadmaps by creating tickets from and linking customer feedback to projects in Jira. Our Jira integration works across themes and data in Channels, so you can act on what you learn from customers.

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Set up Jira integration

Anyone with access to both Jira and Dovetail can initiate the connection from any active Channel. There are two ways to integrate your Jira account with Dovetail.
  • To do this, navigate to a theme or data point within a Channel and click the ••• menu.
  • Select Send to Jira and follow the prompts to log in and authorize the integration.
  • Create and link Dovetail content to Jira projects instantly once the connection is authorized.

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Link Dovetail content to Jira

You can link Channels themes, Channels data points, and insights to Jira. When linking, these items are attached to Jira issues as embedded objects.
  • To do this, navigate to a theme, data point, or insight and click the ••• menu .
  • Next, click Send to Jira and configure your new issue:
    • Required Fields: Select a project and issue type, then provide a summary and description.
    • Optional Fields: You can also set a priority level or assign the issue to a team member.

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View Dovetail content in Jira

Once an theme, or data point from Dovetail is linked, it will appear as an interactive embed within the Jira issue or project. The embed shows a preview of the content from Dovetail and includes a direct link back to the original item for full context.
While only authenticated users can link or create items from Dovetail, the resulting embeds are visible to all users in Jira, and the link status is visible to all users in Dovetail.

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Disconnect your Jira account

When you disconnect Dovetail, we will no longer have access to your Jira data or your Jira account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
  • If you wish to disconnect Jira account from Dovetail, select ⚙️ Settings → Integrations , locate Jira, click •••and select Disconnect.

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API scopes and permissions

When connecting Jira to Dovetail, you’ll be asked to authorize a set of OAuth scopes. These scopes determine what data Dovetail can access in your Jira account. The scopes requested depend on how you’re using the Jira integration:

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Jira Service Management (Channels import)

Used when connecting Jira as a data source to import support tickets into Channels: Scopes requested:
  • read:me
  • offline_access
  • read:servicedesk-request
  • read:jira-work
This access allows Dovetail to:
  • Read support requests (tickets)
  • Access issue data and metadata
  • Continuously sync new and updated tickets

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Jira Software (issue creation and linking)

Used when creating or linking Jira issues from Dovetail (e.g. sending themes or data points to Jira). Scopes requested:
  • read:me
  • offline_access
  • read:jira-work
  • write:jira-work
  • read:jira-user
This access allows Dovetail to:
  • Read existing Jira issues
  • Create and update issues in Jira
  • Associate Jira issues with Dovetail data

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Notes

  • The offline_access scope allows Dovetail to maintain the connection without requiring you to re-authenticate frequently.
  • Dovetail only accesses data that the connected Jira user already has permission to view or modify.
  • For Channels imports, access is read-only and Dovetail does not make changes to your Jira data.