Connect Jira

Connect Jira to automatically raise tickets for the things InfraNest catches — a certificate about to expire, a monitor that went down, a domain coming up for renewal — filed in the right project without anyone copying details across. This is for anyone who wants incidents and warnings tracked in Jira without manual handoffs.

#Overview

• Automations can raise Jira tickets, comment on them, move their status, and link them back to whatever they're about.
• Works with Jira Cloud (your something.atlassian.net address). Jira Data Center and Server are not supported.
• Issues stay in step with InfraNest: resolving an incident can finish its issue, and notes copy both ways.

#Connect your site

1. Open Integrations in the sidebar, find Jira, and select Connect with Jira.
2. Approve access when Atlassian asks. You land back in InfraNest already connected.
3. If you have more than one Atlassian site, you're asked which one to use. With exactly one, InfraNest picks it for you.

NoteIf Connect with Jira is greyed out, your InfraNest administrator hasn't registered a Jira app yet. Use an API token instead — it works the same way once connected.

#Connect with an API token

1. In Atlassian, open Account settings → Security → API tokens and create a token.
2. Copy it — Atlassian shows it once.
3. In InfraNest, open Integrations in the sidebar, then Jira, and fill in three fields:
   • Jira URL — acme.atlassian.net. Pasting the full address of any Jira page also works.
   • Atlassian account email — the address you sign in with.
   • API token — the one you just copied.
4. InfraNest checks it right away and shows whose account it belongs to.

TipUse the email you sign in with. A different address on the same site is refused, and the error looks like a bad token rather than a wrong email.

The token acts as you, so it can only raise tickets in projects you can already see, and it's tied to you personally — if you leave, it stops working. For a connection the whole team relies on, an admin's token or Connect with Jira is the safer choice.

#Open an issue for every incident

The simplest way to use Jira with InfraNest: every incident opens an issue, and the two stay in step.

1. Go to Integrations → Jira and open Connections & settings.
2. Under Issues for Incidents, switch it on.
3. Pick the Project that should get the issues. They're filed as Task when the project has that type, otherwise as Bug, otherwise as the project's first standard type.
4. Select Save changes.

From then on:

• A new incident opens an issue in that project, titled after the incident, with a link back to it in the issue's Links panel.
• Resolving the incident finishes the issue, when the workflow allows a move into a finished status.
• Finishing the issue in Jira adds a note to the incident, and resolves it too if the monitor is already passing again.
• Notes copy both ways between the incident's team notes and the issue's comments.
• A repeat incident gets a comment on the existing issue instead of a second one being filed.

For the way back — Jira telling InfraNest an issue was finished or commented on — Updates from Jira has to be on (see below). Send a test issue checks both directions.

The incident page lists the issue in its Follow-up panel.

#If you disconnect and connect again

Disconnecting turns off Issues for Incidents with it. InfraNest keeps the settings — project, which incidents, what happens on resolve — for 30 days. Connect the same Jira site again within that time and you're asked whether to turn it back on exactly as it was.

#Go further with an automation

The automation builder has three building blocks for incident tickets:

• Linked ticket finished — a trigger for when someone finishes the incident's issue in Jira.
• Finish the incident's ticket and Comment on the incident's ticket — actions for any incident trigger.

Ready-made examples live in Automations → Templates. Messages about an incident can include its issue by inserting Ticket or Ticket link from the values list.

#File an incident or a warning as an issue

Anything that needs you can become a Jira issue in two clicks — an incident, a down monitor, a server warning, an expiring domain or certificate, a DNS change, or a firewall, volume, network or load balancer warning, and the cards under Needs you on Home.

1. Open the card's ⋯ menu and, under Hand it off, select Create a Jira issue. On an incident's page, select Create issue in the Follow-up panel instead.
2. Pick the project. The one you used last time is already picked.
3. Change the title or priority if you like, read What we send, and select Create issue.

What's sent is exactly what the dialog shows — the story of what failed or what's wrong, with a link back. Command lines and anything that looks like a password or key are removed before you see the text.

Already filed by someone else? If InfraNest finds a matching open issue, the dialog says so and offers Link that one instead.

Assignee. Suggested when Jira has a matching person; pick No assignee to leave it unassigned.

Already have an issue for it? Select Link an existing issue and paste its address or key, such as OPS-142.

Tracked somewhere else? Paste any https:// address to link it, marked linked · not kept in step.

Once filed, the issue shows at the top of the card with its key and state, such as OPS-142 · Open. When the problem clears, InfraNest comments and, depending on the connection's When the incident resolves setting, finishes the issue too.

On the incident page. Each issue is a row in the Follow-up panel, with ⋯ → Unlink to remove one linked by mistake.

#Publish the review to Confluence

The review your team writes on a resolved incident can be published to a Confluence page through the same Atlassian connection.

1. The first time, approve Confluence's extra permissions when the review offers Connect it (or Publish ▾ → Confluence).
2. Tick Confluence under Also publish to before Finish review, or use Publish ▾ → Confluence on a finished one.
3. Pick the space. Publishing again updates the same page as a new version.

To link a postmortem written elsewhere, choose Publish ▾ → Link a write-up made elsewhere and paste the page's address.

#Raise a ticket from an automation

Build a rule as usual and pick Create Jira issue as the action.

• Project — start typing and pick from your projects, or type a project key like OPS.
• Issue type — Task, Bug, and whatever else your project uses.
• Summary and Description — plain text, with values from the trigger dropped in.
• Assignee — optional; only people assignable in that project are offered.
• Priority and Labels — optional. Labels can't contain spaces; use a hyphen.

The ticket created is available to later steps in the same rule — post its link to Slack, comment on it, move it, or link it.

One ticket per incident. If the rule runs again for the same incident while the ticket is still open, it adds a comment instead of opening another, unless you set If this incident already has an open ticket to Open a new ticket anyway.

#Comment, change the status, or link back

Three actions work on a ticket that already exists. All of them ask which ticket: give the key (OPS-14) or refer to a ticket raised earlier in the same rule.

• Comment on Jira issue — adds a comment.
• Set Jira issue status — moves the ticket; type the status name or the workflow's move name.
• Add Jira issue link — puts a link in the ticket's Links panel pointing back at the certificate, monitor or domain it's about.

#Updates from Jira

Updates from Jira is how Jira tells InfraNest that an issue changed. It's needed for: closing an issue to resolve its incident, comments in Jira reaching the incident's timeline, and automations starting from Jira events. Find it under Integrations → Jira → Connections & settings.

If you connected with Connect with Jira, there's nothing to do — InfraNest turns updates on automatically and renews them for you. Check setup verifies it and offers Fix it if needed.

If you connected with an API token, you add the webhook yourself:

1. Go to Integrations → Jira → Connections & settings and select Turn on under Updates from Jira.
2. In Jira, open Settings → System → WebHooks and select Create a WebHook (needs a Jira admin).
3. Paste the URL InfraNest shows, type a secret (at least 8 characters), and tick Issue: created and updated, and Comment: created. Save.
4. Back in InfraNest, paste the same secret and select Save.

Not an admin? Select Send this to a Jira admin to email or copy a one-time setup link.

#Start an automation from Jira

Once Updates from Jira is working, four triggers are available under When this happens:

• Jira issue created
• Jira issue updated — any field except status.
• Jira issue status changed
• Jira issue comment — comments your own automations post don't start it.

You can also create a Jira issue from outside InfraNest, with Create issue on an alert in Slack or Microsoft Teams, or by asking Claude or ChatGPT once you let it act.

#Whose name is used

Every issue and comment InfraNest creates appears under the account that connected Jira. So your team can still tell who asked:

• every issue ends with Filed from InfraNest by and the requester's name, or Filed by InfraNest automatically;
• a team note copied to the issue starts with the author's name;
• when the requester has a matching Jira account and the project allows it, they become the issue's reporter.

TipUse a shared team account if you can — a connection made with one person's account stops working the day that account is closed.

#Reconnect instead of disconnecting

If Jira stops accepting the connection, the connection shows a red card with Reconnect (or Replace the key for an API token connection). Use that rather than Disconnect, which switches off every automation using it.

#Troubleshooting

"Jira rejected the token" — check all three fields; the most common cause is an email that doesn't match your Atlassian sign-in.

"Your Atlassian account cannot use the Jira API" — the token is valid, but the account isn't allowed to use the API on that site. Ask your Jira administrator.

"This Jira connection has no site selected yet" — open the connection under Integrations and choose a site.

A list says why it has nothing to offer — connection needs reconnecting, lacks access to that list, or Jira didn't answer. Try again or type the value.

The project, issue-type or assignee list is empty — pick a connection and project first; some fields depend on them.

An automation failed saying a field is required — some Jira projects require extra fields InfraNest doesn't offer. Make the field optional in Jira, or use a different project.

"Jira offers no transitions right now" / "No transition named … is available" — the message lists what moves are actually available; pick one of those.

#What InfraNest keeps

• Event history — how issues, status, project, type and who did what, for 45 days. Issue titles and comment text are not kept here.
• Run history — the full event an automation ran on, comment text included, for 90 days, visible only to members who can edit automations.
• Comments on an incident's issue — copied to the incident with the author's name, and stay with it.
• The issues on an incident — key, title, state and assignee, kept with the incident.
• Confluence pages — address, title and space only, never the page's text.

Disconnecting stops new events from arriving; what's already held clears when the 45- and 90-day windows run out.