# Jira Cloud Integration Guide | PagerDuty Configure the Jira Cloud integration ## Jira Cloud + PagerDuty Benefits - Tackle critical service requests and accelerate incident resolution with bidirectional sync between Jira Cloud issues and PagerDuty incidents. - Populate out-of-the-box or custom issue fields, sync incident priority and notes, and configure state mapping between Jira and PagerDuty. - Jira Cloud users can leverage PagerDuty’s integrations and [PagerDuty AIOps](/ai-automation/aiops/overview) functionality. - This integration is compatible with both Jira Software and Jira Service Management products. > **Jira On-Prem Integration:** If you're using Jira on-premises (Jira Server/Jira Data Center), please refer to our [Jira Server Integration Guide](/integrations/jira-server). ## Requirements > **Availability:** The Jira Cloud Integration is available on the following pricing plans: > > Professional, Business, Digital Operations (legacy) and Enterprise Incident Management. > > Please [contact our Sales team](https://www.pagerduty.com/contact-us/) if you would like to upgrade your account to include the Jira Cloud Integration. ### To Configure the Integration #### In PagerDuty - You must have an Account Owner or Global Admin base role to add or disconnect a Jira Cloud account. A Manager base role can create, edit, and delete configurations on a Jira Cloud account that is already connected, but cannot add or disconnect an account. Responder and Observer base roles have read-only access to the Jira Cloud configuration page. Users with a Restricted Access base role cannot view the Jira Cloud configuration page. #### In Jira - You must have an Admin role in order to install and manage the PagerDuty app. ### To Use the Integration #### In PagerDuty - You must have a PagerDuty user license to use the integration. #### In Jira - Users in Jira do not need a PagerDuty account to use the PagerDuty app. ## How it Works **If you configure the integration to create incidents and issues manually**: - When a user clicks **Create Jira Issue** on a PagerDuty incident, the action sends an `Issue Created` event to Jira Cloud, creating an issue. - When a user clicks **Create New Incident** on a Jira Cloud issue, the action sends a trigger event to PagerDuty, creating an incident. - PagerDuty incident and Jira issue statuses are mapped during integration configuration, and they are bidirectionally synced throughout the lifecycle of the incident and issue. **If you configure the integration to create incidents and issues automatically**: - When a user creates a PagerDuty incident, it will automatically create a Jira issue. - When a user creates or updates a Jira issue matching a predefined JQL statement, it will automatically trigger a PagerDuty incident. - PagerDuty incident and Jira issue statuses are mapped during integration configuration, and they are bidirectionally synced throughout the lifecycle of the incident and issue. ## Integration Walkthrough ### In Jira Cloud 1. Depending on your [service region](/get-started/service-regions), navigate to one of the following apps in the Atlassian Marketplace: - **US Service Region**: [PagerDuty for Jira Cloud](https://marketplace.atlassian.com/apps/1218243/pagerduty-jira-cloud-extension?hosting=cloud&tab=overview). Click **Get it Now** to download. - **EU Service Region**: [PagerDuty for Jira Cloud (EU only version)](https://marketplace.atlassian.com/apps/1225004/pagerduty-for-jira-cloud-eu-only-version?tab=overview&hosting=cloud). Click **Get it Now** to download. 2. Once the app installs, click **Manage app** in the confirmation dialog that appears. On the following screen, click **Configure**. 3. You will see a **Jira connection code** in the instructions that populate. Copy this key and keep it in a safe place for later use. **Note**: For security reasons, **the key in this step must be used within 48 hours.** 4. _Optional_: To activate PagerDuty in a Jira project’s sidebar, navigate to your **project** → **Project settings** → **Apps** → **PagerDuty Sidebar** and enable the toggle **Enable Sidebar**. ![Configure PagerDuty Sidebar](/images/kb/25c3e9481c266e59de4b6e16df2cfb89852a8147bf3767083d13e4542a80ef6c-jira_settings.webp) ### In PagerDuty #### Create Jira Extension 5. Navigate to **Integrations** → **Extensions**. 6. On the Extensions page, click **New Extension** and then search and select **Jira Cloud**. The **Add on the JIRA Extension Page** modal will appear; click **Open**. 7. Click **Add Account**. 8. Enter the **Jira connection code** you generated within Jira and then click **Connect Jira Account**. #### Map Jira Project to PagerDuty Service 9. In PagerDuty, navigate to **Integrations** → **Extensions** → **Jira Cloud**. 10. Select the Jira account to view the configuration settings. 11. Click **New Configuration**. 12. Select the desired Jira project and PagerDuty service(s) from the dropdown menus. If you select multiple PagerDuty services, a separate mapping will be created for each service. **Note**: Once you save a mapping, you cannot edit the selected project or service(s). You will need to create a new mapping in order to map a different project or service. ![Create Mapping](/images/kb/4a2ed20cf8076e01786b4265cfb9e80ed1cb2269622104e2fd96cc51fa20c763-jira-cloud-mapping-project.webp) 13. Enter the **Configuration Details**: - **Configuration name**: Enter a name for your mapping. - **Issue Type**: Select which issue type this mapping applies to. ##### Create Jira Issues from PagerDuty Incidents 14. Configure your **Jira Issue Creation** settings: - **Creation Type**: Choose either **Automatically create issues when an incident triggers** or **Manually create issues using a Jira Action button on the incident details page**. - **Jira Field Mapping**: Choose which Jira fields will map to PagerDuty fields. To create a new mapping, click **New Mapping** and select your desired fields from the dropdown menus. - **Jira Test Issue**: Click **Create a Test Issue** to test your configuration. This test will only create a Jira issue using placeholder information; it will not create a PagerDuty incident. If the test was successful, you’ll see a message appear with a link to the test issue. ##### Create PagerDuty Incidents from Jira Issues 15. Configure your **PagerDuty Incident Creation with JQL** settings: - To create PagerDuty incidents from Jira, check the box next to **Create an incident if the issue matches the JQL statement**. - Enter your desired **JQL statement**. For example, `status = "To Do" AND summary ~ "PagerDuty Test"` will create a PagerDuty incident when a Jira issue’s status is set to **To Do** and the issue summary contains the words “PagerDuty” and “Test”. Please refer to Atlassian’s [documentation](https://www.atlassian.com/software/jira/guides/jql/cheat-sheet#intro-to-jql) for more information on using JQL. > **Note:** Do not include the Jira **Project** and **Issue** type in your JQL statement. These will be inferred based on what you selected in the **Configuration Details** section. You may see an error if you attempt to include these fields in the statement. ##### Sync Notes 16. If you’d like to sync notes between PagerDuty incidents and Jira issues, click the checkbox next to **Sync notes to issues**: - Choose the PagerDuty user that will be used for posting in the **Account for note syncing** dropdown. This user will be the author for any notes created by the integration. ##### Status Mapping 17. Select the appropriate **Jira Status** for each **PagerDuty Status**: Triggered, Acknowledged and Resolved. > **Incident Acknowledgement:** Jira cannot change the state of an incident in PagerDuty to **Acknowledged**. This ensures only PagerDuty users can acknowledge an incident is being worked on. ##### Priority Mapping 18. If you have configured [incident priorities](/incident-management/incidents/incident-priority) in PagerDuty, you can map these to your Jira priorities. For each priority you want to map, click **New Mapping** and then select your desired PagerDuty priority and Jira priority values. Once you have completed your configuration, click **Save**. The integration is now complete. Please see our [Jira Cloud User Guide](/integrations/jira-cloud/jira-cloud-user-guide) for instructions on using the integration. ## FAQ Please read [Jira Cloud Integration FAQ](/integrations/jira-cloud/jira-cloud-integration-faq) for answers to common questions.