Open Jira tickets for incidents
A Jira tickets channel gives each Pingstack incident a Jira issue in the project you choose, so the outage has a record and an owner for follow-up. It doesn’t page anyone; pair it with PagerDuty, Jira Service Management or another channel for that. Jira tickets channels are available on plans that include incident-management integrations; other plans show Available on Team with an Upgrade link. An Editor or Admin can create and change the channel.
Prerequisites
Section titled “Prerequisites”- A Jira Cloud site (an
atlassian.netaddress). Jira Data Center and self-hosted Jira aren’t supported. - An Atlassian user account Pingstack can act as, ideally one dedicated to Pingstack. Atlassian service accounts don’t work, because they can only create scoped API tokens. In the project, the account needs permission to browse the project, create issues, add comments and, if you’ll move issues on recovery, transition them.
- A classic API token for that account, made with Create API token on its Atlassian API tokens page. Tokens made with Create API token with scopes don’t work with your site address.
Create the channel
Section titled “Create the channel”- Open Notification channels and choose Add a channel, or choose Add destination on the Jira tickets card.
- Select Jira tickets and fill in Jira site, Account email and API token. Pingstack loads your Jira projects.
- Choose the project, then the issue type to create, such as
Task. Sub-task types aren’t listed. - Optionally, choose a status for Move to status on recovery, such as
Done. Keep Only comment to only add a closing comment. - Under Jira priority, choose a priority for When a check is down, When a check is late and When a check is degraded, or Don’t set, then choose the notification group.
- Save. The channel’s page opens; choose Test connection.
- Assign the notification group to the checks that should open tickets.
Expected result: Test connection reports something like “Connected to your-team.atlassian.net as Pingstack Bot. OPS accepts Task issues.” and, when you set a recovery status, that recovered incidents can move to it. Test connection doesn’t create an issue.
After saving, the channel is listed as, for example, Jira tickets in OPS (your-team.atlassian.net). The API token is never shown again. Leave it blank when editing to keep the saved token, or enter a new one to replace it.
If Pingstack can’t load choices from Jira, for example because the email and token don’t match or the site can’t be reached, the form says why and shows text fields instead. Type the project key, issue type and recovery status exactly as Jira spells them.
When you edit a channel, its saved project, issue type and status come up selected. A saved value Jira no longer lists stays selected and is marked (not found in Jira). To load choices for a different site or email, enter the API token again.
How incidents map to Jira
Section titled “How incidents map to Jira”| Pingstack event | Jira result |
|---|---|
| An incident opens | A new issue in the project, with the incident summary, cause, start time and a link to the check |
| The check’s status changes while the incident is open | A comment on the same issue |
| The check recovers | A closing comment with how long the incident lasted, then a move to the recovery status if one is set |
Each issue is labelled pingstack and with a label unique to the incident.
Before creating an issue, Pingstack searches the project for that label, so a
retried delivery reuses the issue it already opened instead of creating a
duplicate. The channel page links each recent incident to its issue.
If a channel is added while an incident is already open, its first update for that incident creates the issue.
Priority
Section titled “Priority”| Check status | Default priority |
|---|---|
| Down | Highest |
| Late | High |
| Degraded | Medium |
You can choose Highest, High, Medium, Low, Lowest or Don’t set for each status. The names follow Jira’s default priority scheme. If your project uses different priority names, Test connection lists the ones it accepts so you can match them. If the issue type has no Priority field, Pingstack creates issues without a priority, and Test connection says so.
Test connection results
Section titled “Test connection results”| Message | What to do |
|---|---|
| Jira didn’t accept the account email and API token | Check both, and that the token hasn’t expired or been revoked |
| This account can’t use the project | Give the account permission to browse the project and create issues |
| The project wasn’t found | Check the project key, and that the account can see the project |
| The project has no such issue type, or no such status | Use one of the names the message lists |
| The project doesn’t have a priority | Change Jira priority to names the project uses, or Don’t set |
| Couldn’t reach the site | Check the Jira site address |
Delivery failures
Section titled “Delivery failures”Jira rejecting the credentials or the request is not retried. Rate limits and Jira outages are retried automatically with increasing delays. If an issue can’t move to the recovery status, for example because the workflow has no transition to it, the delivery fails with that reason after the closing comment is added. Every attempt and its error appear in the channel’s recent deliveries and in notification history.
Plan changes
Section titled “Plan changes”If the account moves to a plan without incident-management integrations, existing Jira tickets channels keep their settings but show Paused and send nothing. Moving back to an eligible plan resumes delivery.