Jira & Jira Service Management Integration - Complete Setup Guide

How the Jira Integration Works (Conceptual Overview)

Before configuring anything, it’s important to understand the logic.

 

The Direction of the Integration

The integration is Siit → Jira

1. A request is created in Siit (via Slack, Teams, or Portal)

2. The request is categorized using:

   • Category

   • Service

   • Form fields

3. The request is escalated to Jira:

   • Manually (from the request)

   • Automatically (via a Workflow action)

4. A Jira issue is created in the selected Project

5. Selected fields are mapped and synchronized

 

Important Distinction: Project vs Service vs Offering

Many configuration challenges come from misunderstanding these layers:

⚠️ What employees see in the Jira portal is not necessarily the internal Jira field structure.

Field mapping must be based on the actual Jira issue fields, not only the employee-facing form.

 

Step 1 — Connect Jira to Siit

In Siit

1. Go to Settings → Integrations Library

2. Select Jira Service Management

3. Enter:

   • Your Jira domain

   • Your Jira login email

   • Your Jira API key

4. Click Submit

Siit is now connected.

 

Step 2 — Structure Your Services in Siit

Objective

Create Services in Siit that represent the types of requests that may be escalated to Jira.

Example

If Jira has Issue Types such as:

• Equipment Issue

• Password Resset

• Software Need

Then in Siit, you should create corresponding Services:

• Equipment Issue

• Password Resset

• Software Need

👉 Services should mirror the Jira Issue Types you plan to use.

Why this matters

The cleanest way to map to Jira Issue Types is to:

• Map the Siit Service

• To the Jira Issue Type field

This ensures that when a request is escalated, it lands in the correct structure in Jira.

 

Step 3 — Map Services to Jira Issue Types

Objective

Ensure that selecting a Service in Siit automatically sets the correct Issue Type in Jira.

How to configure it

1. Go to Settings → Integrations → Jira

2. Open Field Mapping

1. Select:

   • Siit Field: Associated to (Service)

   • Jira Field: Issue Type

⚠️ Important:
The value names must match exactly between Siit and Jira.

If the Jira Issue Type is named:
Customer Refund

The Siit Service should also be:
Customer Refund

 

Step 4 — Mapping Custom Fields (Mandatory Fields Included)

Objective

Ensure all required Jira fields are populated when a ticket is created.

If Jira has mandatory fields (for example):

• Company Code

• Cost Center

• Department

• Category

You must map them from Siit.

 

Important: Identify the Real Jira Field

Do not rely only on what is visible in the Jira employee portal.

Instead:

1. Open an existing Jira issue

2. Look at the right-side issue details panel

3. Identify the actual internal field name

4. Confirm with your Jira admin if needed

Some fields:

• May be renamed for display

• May be linked to another system field

• May be custom fields from CMDB or Finance modules

 

 

Step 5 — Escalation: Manual vs Automatic

Manual Escalation

From inside a request:

1. Click Jira Service Management

2. Click Create

3. Select Project

4. Confirm

Best for:

• Occasional escalations

• Case-by-case validation

 

 

Automatic Escalation via Workflow

Recommended for scale

1. Go to Workflows

2. Add action:

   • Jira Service Management → Create Issue

3. Select:

   • Project

4. Save

Now: Whenever the workflow condition is met, A Jira issue will automatically be created.

 

Full Example Use Case

Scenario

• Employees submit Finance requests in Slack

• Only specific requests must be escalated to Global Finance in Jira

Setup

1. Create Service in Siit:

   • Customer Refund

2. Map:

   • Service → Jira Issue Type

3. Map:

   • Cost Center

   • Company Code

4. Create Workflow:

   • If Service = Customer Refund
     → Create Jira Issue in Finance Project

Result

Employee submits request in Slack
→ Siit categorizes it
→ Workflow triggers
→ Jira issue created
→ Correct Issue Type assigned
→ Mandatory fields filled
→ Finance team receives structured ticket

 

Common Configuration Pitfalls

Duplicate Field Values

If you see duplicate labels when mapping:

• They may belong to different services

• They may come from different custom fields

• Confirm which Jira field you are mapping

We recommend clearly naming fields in Jira admin to avoid ambiguity.

 

Mandatory Field Errors

If issue creation fails:

• A mandatory Jira field is likely not mapped

• Or values do not match exactly

• Or field type is incompatible

 

Trying to Copy the Jira Portal Form

The goal is not to recreate the Jira portal.

The goal is to:

• Send the required structured data

• In the correct Jira fields

• With consistent naming

 

Best Practices

✅ Mirror Issue Types as Services

Keep naming aligned between:

• Siit Services

• Jira Issue Types

✅ Keep Naming Strictly Identical for Select Fields

Select values must match exactly:

• Same capitalization

• Same spacing

• Same wording

✅ Confirm Field Structure with Jira Admin

Especially for:

• CMDB fields

• Linked fields

• System fields renamed in UI

✅ Start Small

Test with:

• 1 project

• 1 service

• 1 mapped field

Then expand.

✅ Use Workflows for Controlled Escalation

Not all tickets should go to Jira.

Use conditions like:

• Service equals X

• Priority equals High

• Department equals Finance

 

Advanced Considerations

• You can map:

  • Standard fields

  • Service form answers

  • Status

  • Priority

• Bi-directional status sync can be configured

• You can unlink a Jira issue from Siit if needed

 

Final Checklist Before Going Live

• Jira connected

   

• Services created in Siit

   

• Issue Types aligned

   

• Mandatory fields mapped

   

• Workflow configured

   

• Test ticket successfully created

   

• Jira issue contains all expected data

 

🚀 You’re Ready

You now have a fully structured Jira escalation flow:

• Employees use Siit as their single entry point

   

• Relevant requests are escalated automatically

   

• External teams receive structured, complete issues

   

• No manual re-entry required