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To create Jira issues from ideas, see Jira.

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Overview

The Jira Service Management integration imports requests from your service desk projects, including each request’s description, public comments, status, priority, and labels. Only requests with a status of Done or Closed are imported. Each project you select becomes a dataset. A workspace admin creates the Jira Service Management source once for the whole workspace, and channels then add its projects. Learn more about Sources →

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Before you start

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In Dovetail

  • A workspace admin creates the source. Other users can request it.
  • The credentials you connect with are shared by the whole workspace. See Shared credentials for how to choose an account.

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In Jira Service Management

  • Project Admin on each project you want to import. The user who connects the source should be a Project Admin for each Jira Service Management project the source will import.
  • A Site Admin for the first connection. If your Jira site hasn’t been connected to Dovetail before, the first authorization may need a Site Admin in Jira. This is usually a one-time step for the site.
  • Access to the requests. The source imports only the projects and requests that the connecting account can view in Jira.
  • The right Atlassian site. The source connects to one Atlassian site: the one that hosts your service desk projects.

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Create the Jira Service Management source

1

Open Sources and select Jira Service Management

In the sidebar, select Sources, then select Jira Service Management.
2

Connect Jira Service Management

Select Continue. You’re taken to Atlassian to sign in and approve access. If Atlassian asks which site to use, choose the site that hosts your service desk projects.
3

Choose projects and an import period

In Select projects to import from, choose one or more service desk projects, or choose All projects. Then choose an Import period. See Import period.
4

Choose who can use the source

Choose who can use the source, then select Next. See Create a source.
5

Create the source

Choose whether to auto-redact sensitive information in the source’s data, then select Create source. The first import starts right away. See Redact data from sources.

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Authentication and permissions

Jira Service Management connects with Atlassian OAuth. Dovetail requests these scopes: Access is read-only. Dovetail doesn’t create, edit, or comment on requests in Jira Service Management. This connection is separate from the Jira connection that creates Jira issues from Dovetail, which requests its own scopes. See Jira. The source runs on the Jira Service Management account of the user who connects it. To change the account or credentials, see Reconnect a source.

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Datasets

Each service desk project you select becomes its own dataset and syncs on its own, so a problem with one project doesn’t stop the others. A channel can add some or all of the source’s projects. The picker lists Jira Service Management service desk projects only. Jira Software and other Jira projects on the site don’t appear. To add more projects later, open the source and select Add project. See Add datasets.

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What gets imported

Each Jira Service Management request becomes one data point. The request’s description and its public comments are the text Dovetail analyzes.

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Always imported

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Imported when present

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Not imported

  • Requests with any status other than Done or Closed, such as Resolved
  • Attachments
  • Custom field values
  • SLA, approval, and customer satisfaction data
To rename the fields above or change their types, see Source fields. Need a field that isn’t on this list? Let us know.

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Customer emails

This data includes customer email addresses, so Dovetail can link data points to contacts. See Create contacts from source data. Atlassian may not return a person’s email address, depending on their profile visibility settings.

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Sync behavior

The first import starts when the source is created. After that, the source syncs about every hour. See Manage a source.
  • Import period. The import period applies to the date each request was last updated. Done and Closed requests updated within the period are imported.
  • Ongoing sync. Each sync imports Done and Closed requests updated since the previous sync, including requests that were closed after the source was created.

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Troubleshooting

The source shows “The connected Jira account no longer has permission to view some projects.” Restore that account’s access to the projects in Jira, then select Sync now, or reconnect the source with a different account. Sign-in fails with “Invalid Atlassian site for Jira Service Management integration.” The site you chose doesn’t have Jira Service Management. Connect again, and choose the site that hosts your service desk projects. A project is missing from the picker. The picker lists only service desk projects that the connecting account can view in Jira. A request is missing from a channel. Check that the request’s status is Done or Closed, that its project has been added to the channel, and that it was updated within the import period. See Missing or outdated data. Jira Service Management isn’t available when I set up a channel. See Troubleshoot sources.

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Revoke access in Jira Service Management

To revoke Dovetail’s access, the user who connected the source can remove Dovetail from the apps connected to their Atlassian account. Deleting the source in Dovetail doesn’t revoke this access in Atlassian. To pause or delete the source in Dovetail, see Manage a source. To take its data out of one channel, see Channel setup.

Sources

What a source is, and how its data reaches channels.

Channel setup

Add the source’s projects to a channel, or remove them.

Manage a source

Check a source’s status, sync it, pause it, or add projects.

Voice of customer

Bring support requests together with other customer feedback in Channels.