Create Jira issues from workflows

When something in your feedback needs a team to act — a score that drops, a complaint about a product, an action someone owns — a workflow can open a Jira issue for it, filled with what Polzy knows. If the workflow also created a Polzy action, the action follows the issue and closes itself once the issue is done. At the end of this guide you will have Jira connected and a workflow opening issues in the project you choose.

Before you start

You need:

• A workspace on Business, and the Admin role in it.
• Integrations and Workflows switched on for the workspace, under Settings → General → What this workspace does.
• Jira Cloud — a site you open at an address like https://acme.atlassian.net. Jira Data Center and Jira Server cannot be connected.
• The Atlassian account issues will be created as. A dedicated account, such as automation@acme.com, keeps issues from being tied to one person. It needs permission to browse and create issues in the projects you will use — newer Jira screens call projects spaces, and issues work items.
• An API token for that account (below).

Create an API token

1. Signed in to Atlassian as the account Polzy will use, open its API tokens page: id.atlassian.com/manage-profile/security/api-tokens.
2. Choose Create API token — not Create API token with scopes. Polzy signs in at your Jira site's own address, which a token with scopes cannot open.
3. Name it Polzy, choose when it expires — at most a year — and choose Create.
4. Copy the token. Atlassian does not show it again.

Atlassian explains tokens in Atlassian: Manage API tokens for your Atlassian account. When the token expires, Jira refuses it: make a new one and paste it into Polzy before then.

Connect Jira to Polzy

1. In the sidebar, under Automate, open Integrations and choose the Available tab.
2. Find Jira and choose Connect.
3. In Jira site, enter the address you open Jira at, starting with https://.
4. In Account email, enter the email address of the Atlassian account the token belongs to.
5. Paste the token into API token.
6. Choose Test connection. Polzy answers Connected as and the account's name.
7. Choose Connect.

Integration

Connect Jira

Keys are encrypted and only used on your behalf.

3 of 3 required

Credentials

Jira siteRequired

Account emailRequired

The Atlassian account the token belongs to. Issues are created as this account.

API tokenRequired

Connected as Acme Automation

Encrypted at restCancelTest connectionConnect

The token is stored encrypted. Once connected, Jira's row under Integrations offers Configure scope to change the account or the token, and Manage for its page.

Open an issue from a workflow

1. Open Workflows and the workflow, or start a new one — for example from a Survey response or a Score threshold trigger.
2. Under Connectors in Installed steps, drag Create a Jira issue · Jira onto the canvas, after the step it should follow. A row with a lock means Jira is not connected yet, or needs attention: choosing it opens Jira's page.
3. Under Project, choose the project. The list shows every project the account can see, by name and key.
4. Under Issue type, choose the type. The list shows that project's own types, sub-tasks aside; Task is chosen to begin with.
5. Write the Summary: one line, up to 255 characters. Type {{ to insert a value from the run, such as the survey's title or the overall score.
6. If you like, write a Description. A blank line starts a new paragraph.
7. If you like, add Labels, separated by commas. Jira labels cannot contain spaces, so a space becomes a dash.

Installed steps

Drag onto the canvas, or click to add

Connectors

Create a Jira issue · Jira

Create a Linear issue · Linear

Create an Asana task · Asana

Create a Jira issue · JiraConnector action

Connector

Jira

Action

Create a Jira issue

Details

ProjectRequired

Customer Success (CS)

Issue typeRequired

Task

SummaryRequired

Description

Labels

Comma-separated. Jira labels cannot contain spaces.

The step leaves the issue's key, such as CS-142, as {{connector.issueKey}} and its address as {{connector.url}}, so a later step — a Slack message, say — can link to it. A Test run walks the workflow without opening the issue: the step says what it would do. Only a real run creates one. Workflows explains triggers and steps.

Close the action when the issue is done

When Create a Jira issue runs after Create action item in the same workflow run, the issue is linked to that action:

• Tracked in. The action's panel shows the issue's key, linked to Jira, and the status Jira last reported.
• Closed by Jira. Polzy asks Jira about the issue at most every 10 minutes. When it reaches a status in Jira's done category — whatever your team calls it — the action moves to Done.
• Status only. Comments and other changes stay in Jira. An action closed in Polzy first is not asked about again.

See Actions for the board the action lives on.

What Polzy sends to Jira

Only what the step says: the project, the issue type, the summary, the description and the labels, with the values you insert. Nothing else about the answer or the person leaves Polzy. An anonymous answer has no person, so values such as the respondent's email are empty; what someone wrote is sent only once it has been read for safety, and an answer withheld for review goes as its placeholder. Single answers are not held back by the privacy floor, so think about who can read the project before you put people's own words in an issue.

Troubleshooting

• The Jira site must start with https://. Enter the full address, such as https://acme.atlassian.net.
• The account email is required. Enter the email address of the account the token belongs to.
• Jira refused the credentials (401). The email and the token do not match, the token expired or was revoked, or it is a token with scopes. Make a new token as above, choose Configure scope on Jira's row under Integrations, paste it, and Save. A run that meets this marks Jira Needs attention.
• Jira refused the credentials (403). The account may not do this in that project. Give it permission to browse and create issues there.
• Jira answered 400: and a field that is required. The issue type needs a field the step does not fill, such as a component. Make the field optional for that type in Jira, or choose another type.
• Jira answered 404. The project was deleted, or the account can no longer see it.
• The Project list is a plain box. The account sees no projects, or Jira could not be reached. Check the account's access.
• This step names no project or The issue has no summary. Fill in the step's Project and Summary.
• Jira is needs_attention and cannot be used (in a run). The connection needs attention. Reconnect it, then run again.
• The action does not close. The Jira step did not run after Create action item in the same run, the issue's status is not in Jira's done category, or the connection needs attention — checks pause until it is fixed.

Good to know

• One connection, every project. Each step picks its project from what the account can see, so one connection serves every team.
• Who is the reporter? The account the token belongs to.
• Can a step open the same issue twice? No. A step that is run again after a crash reuses what it created the first time.

Useful links

• Atlassian: Manage API tokens for your Atlassian account