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Documentation Index

Fetch the complete documentation index at: https://docs.dovetail.com/llms.txt

Use this file to discover all available pages before exploring further.

Jira Pn
Available on Professional and Enterprise plans

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Overview

Automatically import Jira Service Management issues into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time. When setting up the connection, you’ll have the option to select specific inboxes to sync tickets from, and you can also select how far back you’d like to import existing data from. Learn more about Channels →

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Set up Jira integration

You can set up your Jira integration from Settings, when create a new Channel, or want to Add source to an existing channel set up in your workspace.
  • To do this, set up your Channel and select Jira in the Connect data source modal. This will require you to review and accept the required permissions.

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Import issues automatically to Channels

Once you have connected your Jira Account to Dovetail, you can sync support tickets received in Jira into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.
  • To do this, open or create a new Channel for Support tickets and add Jira as a data source.
  • Next, select the inboxes you wish to sync issues from and how far back you’d like to import existing data from.
  • From there, confirm set up and select Finish. Once complete, data from Jira will start importing into your Channel and continue to sync new issues into your Channel when received in Jira.
Only tickets with a status of Done or Closed are brought into the Channel.

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Jira Service Management permissions

To connect Jira Service Management as a data source to a Channel, you’ll need the appropriate permissions in Jira to authorize the integration and access the relevant projects.

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Project-level requirements

To connect a Jira Service Management project to a Channel, you must be a Project Admin for that JSM project.
  • This allows you to:
    • Select the project during setup
    • Authorize access to its tickets
    • Configure the sync into Dovetail

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Site-level requirements (initial setup)

If your Jira site has not yet been connected to Dovetail, the initial authorization step may require a Site Admin in Jira.
  • This is typically a one-time setup at the Jira site level
  • Once completed, Project Admins can connect individual projects to Channels without needing Site Admin access

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Additional notes

  • You must also have access to the Jira projects you want to sync
  • If you don’t have the required permissions, you’ll need to contact your Jira admin to complete the setup

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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.