Using Jira actions in action flows

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<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Jira, admins can
integrate Zendesk with external systems in automated workflows, improving collaboration
and maintaining a seamless experience across multiple platforms.<div class="note note">
<span class="notetitle">Note:</span> The steps
associated with external systems in action flows are referred to collectively as
<em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_sj2_wx4_zgc__ul_jmk_zx4_zgc">
<li class="li"><a class="xref" href="#topic_czp_zx4_zgc">Connecting Jira to action builder</a></li>
<li class="li"><a class="xref" href="#topic_rhf_1y4_zgc">Using Jira actions in action flows</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_czp_zx4_zgc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Jira to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_czp_zx4_zgc__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect Jira to action builder</strong><ol class="ol" id="topic_czp_zx4_zgc__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Jira</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow Atlassian's prompts to authenticate and complete the
connection.<div class="note note">
<span class="notetitle">Note:</span> All external actions performed by an action flow are
attributed to the user who connected the external system. Therefore, it
is a best practice to use a dedicated service account rather than
personal credentials when connecting to each external
system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Jira.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rhf_1y4_zgc">
<h2 class="title topictitle2" id="ariaid-title3">Using Jira actions in action flows</h2>
<div class="body">
<p class="p">Jira action steps can be used to automatically create and update Jira issues based on
tickets. For example, you could automatically create Jira issues for bugs reported
in Zendesk tickets, check a Jira issue's status before closing a Zendesk ticket,
update Jira issue assignment based on ticket assignment, or move a Jira issue from
one status to another when a ticket is being worked.</p>
<div class="p">The following Jira actions are available:<ul class="ul" id="topic_rhf_1y4_zgc__ul_t3m_py4_zgc">
<li class="li"><a class="xref" href="#topic_fjx_sy4_zgc">Create issue</a></li>
<li class="li"><a class="xref" href="#topic_fb5_gz4_zgc">Get issue</a></li>
<li class="li"><a class="xref" href="#topic_yr1_mz4_zgc">Edit issue</a></li>
<li class="li"><a class="xref" href="#topic_orm_rz4_zgc">Transition issue</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_fjx_sy4_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Creating a Jira issue</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create issue</em> action to create a new issue in the connected Jira
project.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
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<thead class="thead" style="text-align:left;">
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<th class="entry cellrowborder" id="d52e201" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e203" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e203" style="text-align:left;vertical-align:top;">
<code class="ph codeph">project_id</code>, <code class="ph codeph">summary</code>,
<code class="ph codeph">issue_type_id</code>,
<code class="ph codeph">assignee_id</code>,
<code class="ph codeph">priority_id</code>,
<code class="ph codeph">description</code>,
<code class="ph codeph">labels</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e203" style="text-align:left;vertical-align:top;">
<code class="ph codeph">id</code>, <code class="ph codeph">key</code>,
<code class="ph codeph">self</code>
</td>
</tr>
</tbody>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_fb5_gz4_zgc">
<h3 class="title topictitle3" id="ariaid-title5">Getting a Jira issue</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Get issue</em> action to retrieve details about a specific Jira
issue.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_fb5_gz4_zgc__table_byj_g4z_hgc" rules="all" summary="">
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<thead class="thead" style="text-align:left;">
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<th class="entry cellrowborder" id="d52e291" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e293" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e291" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e293" style="text-align:left;vertical-align:top;">
<code class="ph codeph">issue_id</code> or
<code class="ph codeph">issue_key</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e291" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e293" style="text-align:left;vertical-align:top;">Full issue metadata</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_yr1_mz4_zgc">
<h3 class="title topictitle3" id="ariaid-title6">Editing a Jira issue</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Edit issue</em> action to update a Jira issue's details, incuding the
summary, assignee, and description.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_yr1_mz4_zgc__table_nmx_f4z_hgc" rules="all" summary="">
<colgroup>
<col>
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</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e358" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e360" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e358" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e360" style="text-align:left;vertical-align:top;">
<code class="ph codeph">project_id</code>, <code class="ph codeph">summary</code>,
<code class="ph codeph">issue_type_id</code>,
<code class="ph codeph">assignee_id</code>,
<code class="ph codeph">priority_id</code>,
<code class="ph codeph">description</code>,
<code class="ph codeph">labels</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e358" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e360" style="text-align:left;vertical-align:top;">
<code class="ph codeph">id</code>, <code class="ph codeph">key</code>,
<code class="ph codeph">self</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_orm_rz4_zgc">
<h3 class="title topictitle3" id="ariaid-title7">Updating a Jira issue's status</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Transition issue</em> action to change a Jira issue's workflow status.
For example, from "To do" to "In progress" when work begins.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_orm_rz4_zgc__table_b5v_l4z_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e449" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e451" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e449" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e451" style="text-align:left;vertical-align:top;">
<code class="ph codeph">issue_id</code> or <code class="ph codeph">issue_key</code>,
<code class="ph codeph">transition_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e449" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e451" style="text-align:left;vertical-align:top;">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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