Using Jira actions in action flows




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By connecting the action builder 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.
Note: The steps
associated with external systems in action flows are referred to collectively as
external actions.

This article contains the following topics:
Connecting Jira to action builder
Using Jira actions in action flows




Connecting Jira to action builder

Before you can include external actions in your action flows, you must connect the
action builder to the external system.
When connecting to external systems for use in action flows, the following best practices are recommended:
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.
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.
When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.



To connect Jira to action builder
In Admin Center, click
Apps and integrations in the sidebar, then select Actions > Action
flows.

Create or edit an action flow.
Open the step sidebar.
Under External actions, click Jira.
Click Connect.
Follow Atlassian's prompts to authenticate and complete the
connection.
Note: 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.



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.



Using Jira actions in action flows

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.
The following Jira actions are available:
Create issue
Get issue
Edit issue
Transition issue




Creating a Jira issue

Use the Create issue action to create a new issue in the connected Jira
project.
This action has the following inputs and outputs:










Variables




Inputs

project_id, summary,
issue_type_id,
assignee_id,
priority_id,
description,
labels



Output

id, key,
self









Getting a Jira issue

Use the Get issue action to retrieve details about a specific Jira
issue.
This action has the following inputs and outputs:










Variables




Inputs

issue_id or
issue_key



Output
Full issue metadata








Editing a Jira issue

Use the Edit issue action to update a Jira issue's details, incuding the
summary, assignee, and description.
This action has the following inputs and outputs:










Variables




Inputs

project_id, summary,
issue_type_id,
assignee_id,
priority_id,
description,
labels



Output

id, key,
self









Updating a Jira issue's status

Use the Transition issue action to change a Jira issue's workflow status.
For example, from "To do" to "In progress" when work begins.
This action has the following inputs and outputs:










Variables




Inputs

issue_id or issue_key,
transition_id



Output
none








