Jira Server and Data Center

Keep incident tickets and follow-ups in step with your planned work in self-hosted Jira.

The Jira Server integration works with self-hosted Jira, covering both Jira Server and Jira Data Center. It’s separate from the Jira integration, which connects to Jira Cloud.

Connect using basic authentication or an application link from Settings → Integrations → Jira Server. Once connected, export follow-ups as Jira issues, create tickets to represent incidents, and use Jira projects, users, and priorities in your catalog.

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Prerequisites

Before you start, make sure you have:

• Jira administrator access, to create the application link or the service account.
• A route from incident.io to your Jira instance. See Network access for the options.

Choose an authentication method

Method	What it needs	Choose it when
Basic authentication	A Jira service account, and its username and password	You want the quickest setup, and you’re happy for us to store the account’s credentials
Application link (OAuth 1.0)	An incoming application link in Jira, created by an administrator	You’d rather we didn’t store credentials, or your Jira has password authentication turned off

Basic authentication

incident.io acts as the service account in Jira, so anything it does shows up as that user. Give the account permission to browse projects, and to create, edit, assign, and link issues in the projects you plan to use.

1. Select HTTP Basic Authentication
2. Enter your Jira base URL, then the service account’s username and password

Application link

An application link authenticates with OAuth 1.0 and avoids storing a set of credentials in incident.io. The connect dialog generates a consumer key and public key for your account, which you paste into Jira when you create the link.

1. Select Application Link (OAuth 1) and follow the steps shown, which include the values to paste into Jira
2. Enter your Jira base URL and select Connect to authorize the link in Jira

Sync changes back from Jira

Register a webhook in Jira so updates to exported issues reach incident.io quickly. See Setting up a webhook in Jira Server.

Exporting follow-ups

Export follow-ups as Jira issues, from the dashboard or from Slack and Microsoft Teams. Use an export template to send them automatically based on incident attributes.

Changes in Jira update the linked follow-up:

• Summary, which becomes the follow-up title
• Description, priority, and labels
• The assignee, which becomes the follow-up owner
• Resolution, which completes the follow-up and records the resolution date as the completion time

Setting a resolution is what completes a follow-up, not moving the issue to a particular status.

Create incident tickets

Use incident tickets to create a Jira Server ticket for each matching incident. Configure one or more templates under Settings → Incident tickets.

Each template defines the Jira project, issue type, and field values. Use incident variables and expressions to populate fields dynamically, then add conditions to route different incidents to different templates.

Add the Status field to your template to move the ticket between statuses as the incident changes. Jira applies the move through your workflow’s transitions.

After creating a ticket, incident.io:

• Keeps the fields controlled by your template updated as the incident changes
• Posts incident updates as comments on the ticket
• Links follow-up issues to the incident ticket when possible

incident.io remains the source of truth for fields controlled by the template. Changes to those fields in Jira can be overwritten by the next sync. Comments written in Jira Server do not sync back into incident.io.

Network access

How you connect depends on where your Jira runs:

• Reachable from the internet: allow inbound traffic from our IP addresses.
• Private network: route our requests through a proxy instead of exposing the instance.
• Internal certificate authority: paste your CA certificate into the connect dialog so we trust the certificate Jira presents.