Jira Extension

Integrate ServiceDesk Plus Cloud with Atlassian Jira to streamline collaboration across your teams and bridge the gap between IT service management and software development.

The Jira extension enables technicians to associate and track Jira issues and projects across modules while also keeping notes and comments synced between the platforms.

Benefits

By extending Jira integration, technicians can

Associate Jira issues and projects across Requests, Problems, Changes, Releases, and Assets modules.
Create Jira issues directly from ServiceDesk Plus Cloud.
Track Jira issue details such as subject, priority, status, and assignee in the Requests module.
Enable bi-directional synchronization of notes and comments between ServiceDesk Plus Cloud and Jira.
Connect up to five Jira Cloud sites.

Role Required:

SDAdmin role in ServiceDesk Plus Cloud.
Jira administrator with Global Administrator permission (required for webhook creation).

Supported Modules: Requests, Problems, Changes, Releases, and Assets

Prerequisites

Before installing the extension, ensure the following requirements are met:
ServiceDesk Plus Cloud must be on the Enterprise edition.
A Jira API token is required. The API token must be a plain (classic) API token. Scoped API tokens and service account API tokens are not supported.
Jira API tokens may have an expiration policy set by your Jira organization administrator. If that token expires, the Jira Integration will stop working until a new token is generated and updated. Check your Atlassian API token settings to verify the token's expiry.
For Jira On-Premises, the Jira instance must be publicly accessible.
To sync data from Jira to ServiceDesk Plus Cloud, ensure that the Jira user configured in the connection settings has Global Administrator permission in Jira.

Configure Permissions for Technicians

The Jira extension is accessible only to technicians with View, Add, and Delete permissions for Jira in ServiceDesk Plus Cloud.

To configure permissions:

Go to Setup > Users & Permissions > Roles.
Edit an existing role or create a new role.
Under the Jira section, enable the required permissions.
Assign the role to the appropriate technicians.

Install and Set Up the Extension

Step 1: Install the Extension

In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Extensions > Jira. Install the extension

You can also Install it directly from the ManageEngine Marketplace.

Step 2: Connect to Jira

Go to Setup > Apps & Add-ons > Extensions > Installed Extensions and open the Jira extension.
Under Connections, hover over the Jira icon and click Connect.

In the pop-up, enter:
- User email address: Your Jira account email.
- API token: The API token generated in Jira.
- Subdomain: The subdomain from your Jira domain URL (e.g., zylker from zylker.atlassian.net).
Click Connect.

For Jira On-Premises: Enter the Jira username in the User email address field and the password in the API token field.

Step 3: Enter the Jira Domain URL

After connecting, click Configurations next to Jira under Component Details.

In the configuration page, enter the site name and domain URL.
Click Continue.

After the extension validates the URL, the configuration page loads.

Configure Widget Settings

After the initial setup, the configuration page displays module settings and site management options.

Module Mapping

Select the ServiceDesk Plus Cloud modules where Jira associations are allowed.

Jira Issues: Select modules where technicians can associate Jira issues.

Jira Projects: Select modules where technicians can associate Jira projects (available only for Jira Cloud).

Note: In the Assets module, technicians can only associate and track Jira issues.

Auto-Sync Notes and Comments

Sync notes from Request and Change as comments in linked Jira Issues: Enable to sync notes added to ServiceDesk Plus modules as comments in associated Jira issues.

Sync comments from Jira issues as notes in ServiceDesk Plus: Enable to sync comments added in Jira issues as notes in the associated ServiceDesk Plus modules.

Jira Sites

You can connect up to 5 Jira Cloud sites to a single ServiceDesk Plus Cloud instance. Each site operates independently and has its own webhook.

Note: Multi-site support is available only for Jira Cloud.

Add a Jira Site

On the Jira Configuration page, click Add Site.
Enter a Site Name.
Enter the Jira Domain URL (must use HTTPS and must be unique across all sites).
Click Save.

The site is saved locally. click the Save button on the main configuration page to create the webhooks.

Edit a Jira Site

Click the Edit button on the added sites.
Modify the site name or URL.
Click Save.

Remove a Jira Site

Click the Delete icon on a non-default site card.
Confirm the removal in the dialog.

The first site added is marked as a default site and cannot be removed. At least one site must always be configured.

When you save after removing a site, the associated webhook is automatically cleaned up from Jira.

Webhooks

Webhooks enable real-time synchronization from Jira to ServiceDesk Plus. They are managed automatically by the extension.

Webhooks are:

Created automatically for each configured site when sync is enabled.
Updated when sync settings are modified.
Deleted when a site is removed.

Webhooks listen for the following Jira events:

Issue updated
Issue deleted
Comment created
Comment updated
Comment deleted

Webhook Errors and Retry

If webhook creation or update fails, an error message is displayed with a Details link with troubleshooting information and a Retry button to attempt the operation again.

Note: Webhook errors do not prevent other configuration changes from being saved. You can retry the operation at any time.

Common causes of webhook errors:

The user does not have Global Administrator permissions in Jira.
The Jira site is temporarily unreachable.
Network or firewall restrictions.

Using the Jira Widget in Modules

Accessing the Jira Tab

The Jira widget appears as a Jira tab on the details page of the following modules:

Requests
Problems
Changes: available in the Implementation, UAT, Release, and Review stages.
Releases: available in the UAT and Testing stages.
Assets: available on all asset detail pages.

Switching Between Jira Sites

When multiple Jira sites are configured, a site filter dropdown appears in the Jira tab.

Select a site to view issues and projects from that specific Jira instance.

The site filter is disabled when the current entity already has associations. Detach existing associations to switch sites.

If only one site is configured, the site filter will not be displayed.

Associate Jira Issues

On the Jira tab, click Attach in the Associated Issues section.
Select issues and click Associate.

The associated issues are displayed with key details (subject, status, priority, assignee).

Associate Jira Projects (Cloud Only)

On the Jira tab, click Attach in the Associated Projects section.
Select projects and click Associate.

Click Show Issues in the associated projects to view all issues associated under the Jira project.

Create a Jira Issue

In the Jira tab, click Add Issue in the Associated Issues section.
Select the Project and Issue Type to load the relevant fields.
Fill out the required and optional fields.
Click Save.

Detach Issues or Projects

To remove the association,

On the Jira tab, select the issues or projects you want to detach.
Click Detach.

Removing the association does not delete the issue or project from Jira

Jira Tab Actions

On the Jira tab, you can

Associate Jira issues and projects.
Click an issue to view its details.
Use the Search icon to find specific issue by keyword.
Click Show Issues to view all issues from the associated Jira project.
Set the number of records per page and navigate through the pages using .

The issue is created in Jira and automatically associated with the current ServiceDesk Plus entity.

Notes and Comments Sync

Sync is supported only for Request and Change modules.

Custom callback functions used for sync are subject to ServiceDesk Plus Cloud subscription limits.

How Sync Works

Direction	Trigger	Result	Format Supported
ServiceDesk Plus to Jira	Note added, updated, or deleted in the ServiceDesk Plus module	A comment is created, updated, or deleted in the associated Jira issue	Plain Text
Jira to ServiceDesk Plus	Comment added, updated, or deleted in the Jira issue	A note is created, updated, or deleted in the associated ServiceDesk Plus module	Plain Text

Each synced note/comment includes a footer indicating the source.

Field Change Tracking

When the Subject, Priority, Technician, and Status fields are modified in a Request, a comment with previous and updated values are automatically added to the associated Jira issue.

Jira On-premises Support

The extension supports Jira On-Premises (version 9.9.0 and above).

The deployment type is detected automatically when the domain URL is validated.

Limitations

Feature	Limitation
Jira project associations	Not supported
Multi-site support	Single Jira site only
Jira domain URL	Must be publicly accessible (HTTPS required)

Troubleshooting

Widget Issues

Problem	Solution
Jira tab is not visible in a module.	Ensure the module is enabled in the widget configuration settings.
Check settings error displayed in the Jira tab	The extension may not be configured. Contact your administrator to complete the setup.
Unable to switch Jira sites	Remove the existing associations first. The site filter remains locked while associations exist.

Webhook Issues

Problem	Solution
Webhook creation fails	Ensure the Jira user has Global Administrator permissions. Then use the Retry button on the site card.
Comments are not syncing from Jira to ServiceDesk Plus Cloud	Verify that Jira to ServiceDesk Plus Cloud synchronization is enabled and ensure the webhook is active (no error indicator on the site card).
Notes are not syncing from ServiceDesk Plus Cloud to Jira	Verify that ServiceDesk Plus to Jira synchronization is enabled and ensure the module is enabled for issue synchronization.
API token expired	Generate a new API token in Jira and update it in Setup > Apps & Add-ons > Extensions > Installed Extensions > Jira > Connections.

Optimizing Webhook Filters

By default, the webhook created by the extension listens to events from all Jira projects. To restrict webhook events to specific projects, you can optionally add a JQL filter directly in Jira. This reduces unnecessary webhook callbacks and limits synchronization to relevant projects.

To add a project filter to the webhook:

Log in to Jira as an administrator.
Go to Settings > System > Webhooks.
Find the webhook ServiceDesk Plus Cloud Extension and click Edit.
In the Issue related events, enter the JQL filter.

For example:

- Single project: project = PROJ
- Multiple projects: project in (PROJ, DEV, OPS)
- Specific issue types: project = PROJ AND issuetype in (Bug, Task)
Click Save.

After saving, Jira will send webhook events only for issues that match the JQL filter.

Start with a broader filter and narrow it down as needed.