---
title: Jira Service Management Integration - Complete Setup Guide
description: Jira & Jira Service Management Integration - Complete Setup Guide
---

[Skip to content](https://help.siit.io/jira-guide#main-content)

[![Logo\_Siit\_Full\_White](https://help.siit.io/hs-fs/hubfs/Logo_Siit_Full_White.png?width=70&height=33&name=Logo_Siit_Full_White.png)](https://help.siit.io/?hsLang=en)

- [Help Center](https://help.siit.io/)
- [Docs](https://docs.siit.io/)
- [API reference](https://developer.siit.io/api-reference/authentication)
- [Changelog](https://www.siit.io/changelog)

Open main navigation

Close main navigation

- [Help Center](https://help.siit.io/)
- [Docs](https://docs.siit.io/)
- [API reference](https://developer.siit.io/api-reference/authentication)
- [Changelog](https://www.siit.io/changelog)

 How can we help?

- There are no suggestions because the search field is empty.

1. [Help center](https://help.siit.io/?hsLang=en)
2. [Integrations](https://help.siit.io/integrations?hsLang=en)
3. [Ticketing](https://help.siit.io/integrations?hsLang=en#ticketing)

# Jira Service Management Integration - Complete Setup Guide

#### What this guide will help you achieve

By the end of this article, you will understand:

- How the Jira / JSM integration works conceptually
- What must be configured in **Siit**
- What must be verified in **Jira**
- How to properly map Services and Custom Fields
- How to handle mandatory fields
- Best practices to avoid common configuration issues

This guide is designed for teams who want to:

- Create requests in **Siit**
- Escalate selected requests to **Jira or Jira Service Management**
- Ensure data is properly synchronized between both systems

### How the Jira Integration Works (Conceptual Overview)

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

### How the two sides stay linked

Requests always start in **Siit** and are escalated to Jira. Once a Jira issue is linked, sync is **two-way**: you choose which events cascade from Siit to Jira and which flow back from Jira to Siit. Nothing syncs until you turn it on.

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. Fields are mapped at creation, and updates flow in both directions according to your sync settings

### Important Distinction: Project vs Service vs Offering

Many configuration challenges come from misunderstanding these layers:

| In Siit | In Jira |
| --- | --- |
| Inbox | Project |
| Service | Issue Type (or Offering) |
| Form Fields | Custom Fields |

⚠️ 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 → Integration 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 Reset
- Software Need

Then in Siit, you should create corresponding Services:

- Equipment Issue
- Password Reset
- 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 → Integration library → Jira**
2. Open **Field Mapping**
3. Select:

1. - Siit Field: **Associated to (Service)**
     - Jira Field: **Issue Type**

**![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2008-57-01@2x-png.png?width=283&height=360&name=CleanShot%202026-02-21%20at%2008-57-01@2x-png.png)**

**![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2008-57-19@2x-png.png?width=632&height=540&name=CleanShot%202026-02-21%20at%2008-57-19@2x-png.png)**

 

![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2008-59-55@2x-png.png?width=670&height=187&name=CleanShot%202026-02-21%20at%2008-59-55@2x-png.png)

⚠️ 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 — Configure two-way sync

Sync is set once at the integration level and applies to every linked issue. Go to:

- **Jira:** `Settings → Workspace → Integration library → Jira → Settings`
- **Jira Service Management:** `Settings → Workspace → Integration library → Jira Service Management → Settings`

You get one table per direction. Each row is an event, and you choose how Siit reacts. Every option is opt-in, so the default is to do nothing.

**From Siit to Jira.** When the Siit request changes:

| Event | What you can choose |
| --- | --- |
| Marked as resolved | Resolve the Jira issue, or do nothing |
| Assignee changes | Match the assignee in Jira where possible, or do nothing |
| Note added | Push it to Jira, or do nothing |
| New message posted | Push it to Jira, or do nothing |

**From Jira to Siit.** When the Jira issue changes:

| Event | What you can choose |
| --- | --- |
| Marked as resolved | Resolve the Siit request, or do nothing |
| Assignee changes | Match the assignee in Siit, or do nothing |
| Note added | Import it into the request, or do nothing |
| New message / comment posted | Import it into the request, or do nothing |

Siit only shows the options the connected tool can honor. For example, a private note is never pushed as a public comment when the tool has no private-comment concept.

💡 **Tip:** Start with **Marked as resolved** in the *From Jira to Siit* direction, so employees see their request close when engineering finishes. Add notes and messages once you're confident.

### Step 6 — Set the Customer Request Type (JSM only)

#### Objective

Make sure escalated tickets land as the right Request Type from the start, the field JSM itself uses to route and categorize tickets in the customer portal.  
Request Type now has its own dedicated picker. It's no longer something you map through Custom Field Mapping.

**How to configure it**

1\. *Go to Settings → Integrations → Jira.*   
2\. Open **Jira settings**.  
3\. For each board you escalate to, set the default **Request Type**, alongside the status and type defaults you already configure there.

**At escalation time**

Agents can override the default Request Type directly in the escalation dialog, without leaving the request:

1\. Click *Jira Service Management → Escalate ticket*.  
2\. Select the board. The Request Type field pre-fills with that board's default.  
3\. Change it if this particular ticket belongs in a different queue.  
4\. Confirm.

⚠️ **Note**: Only Request Types your connected Jira user has portal access to for that board will appear in the picker. If one is missing, check access with your Jira admin.

![Clipboard-20260720-102054-351](https://help.siit.io/hs-fs/hubfs/Clipboard-20260720-102054-351.gif?width=670&height=377&name=Clipboard-20260720-102054-351.gif)

### Step 6 — 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

#### ![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2009-04-21@2x-png.png?width=670&height=666&name=CleanShot%202026-02-21%20at%2009-04-21@2x-png.png)

 

#### ![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2009-05-23@2x-png.png?width=670&height=343&name=CleanShot%202026-02-21%20at%2009-05-23@2x-png.png)

### 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.

### ![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2009-07-26@2x-png.png?width=670&height=335&name=CleanShot%202026-02-21%20at%2009-07-26@2x-png.png)

### ![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2009-08-35@2x-png.png?width=670&height=434&name=CleanShot%202026-02-21%20at%2009-08-35@2x-png.png)

### ![](https://help.siit.io/hs-fs/hubfs/CleanShot%202026-02-21%20at%2009-08-48@2x-png.png?width=670&height=701&name=CleanShot%202026-02-21%20at%2009-08-48@2x-png.png)

### 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
- Two-way sync covers resolution, assignee, notes, and messages, each configurable per direction (see Step 5)
- 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

- [Getting started](https://help.siit.io/getting-started?hsLang=en#main-content)

    - [For Admins](https://help.siit.io/getting-started?hsLang=en#for-admins)
    - [Employee Guides](https://help.siit.io/getting-started?hsLang=en#employee-guides)
- [Request and Service Management](https://help.siit.io/request-and-service-management?hsLang=en#main-content)

    - [Request](https://help.siit.io/request-and-service-management?hsLang=en#request)
    - [Email](https://help.siit.io/request-and-service-management?hsLang=en#email)
    - [Service catalog](https://help.siit.io/request-and-service-management?hsLang=en#service-catalog)
    - [SLAs](https://help.siit.io/request-and-service-management?hsLang=en#slas)
    - [App access](https://help.siit.io/request-and-service-management?hsLang=en#app-access)
- [AI & Agents](https://help.siit.io/ai-agents?hsLang=en#main-content)

    - [Overview](https://help.siit.io/ai-agents?hsLang=en#overview)
    - [Setup](https://help.siit.io/ai-agents?hsLang=en#setup)
    - [Use cases](https://help.siit.io/ai-agents?hsLang=en#use-cases)
- [Automations and Workflows](https://help.siit.io/automations-and-workflows?hsLang=en#main-content)

    - [Getting started](https://help.siit.io/automations-and-workflows?hsLang=en#getting-started)
    - [Use cases](https://help.siit.io/automations-and-workflows?hsLang=en#use-cases)
    - [Integrations](https://help.siit.io/automations-and-workflows?hsLang=en#integrations)
- [Reporting and Analytics](https://help.siit.io/reporting-and-analytics?hsLang=en)
- [Integrations](https://help.siit.io/integrations?hsLang=en#main-content)

    - [Communication](https://help.siit.io/integrations?hsLang=en#communication)
    - [HRIS](https://help.siit.io/integrations?hsLang=en#hris)
    - [Ticketing](https://help.siit.io/integrations?hsLang=en#ticketing)
    - [Knowledge base](https://help.siit.io/integrations?hsLang=en#knowledge-base)
    - [Identity Provider](https://help.siit.io/integrations?hsLang=en#identity-provider)
    - [Device Management](https://help.siit.io/integrations?hsLang=en#device-management)
- [Knowledge Base Management](https://help.siit.io/knowledge-base-management?hsLang=en)
- [Admin, Security & Workspace](https://help.siit.io/admin-security-workspace?hsLang=en#main-content)

    - [Workspace Settings](https://help.siit.io/admin-security-workspace?hsLang=en#workspace-settings)
    - [SSO (SAML)](https://help.siit.io/admin-security-workspace?hsLang=en#sso-saml)
    - [SCIM & Provisioning](https://help.siit.io/admin-security-workspace?hsLang=en#scim-provisioning)
    - [People & Directory](https://help.siit.io/admin-security-workspace?hsLang=en#people-directory)

[![Siit\_Logo\_Dark](https://help.siit.io/hs-fs/hubfs/Siit_Logo_Dark.png?width=140&height=67&name=Siit_Logo_Dark.png "Siit_Logo_Dark")](http://siit.io)

<https://www.linkedin.com/company/siit-app>

Copyright © 2025, Siit SAS