Jira

Jira provides a suite of collaboration and project management tools including Jira, Confluence, and Jira Service Management. Connecting Jira to Harmony enables bidirectional ticket synchronization, AI-powered knowledge base access, and seamless integration between traditional ITSM and autonomous IT operations.

What the Jira integration enables

Capability	Description
Jira Ticket Sync	Bidirectional synchronization with Jira and Jira Service Management
Project Tracking	Link IT operations with Jira projects and sprints
Automation Integration	Coordinate Jira automation rules with Harmony workflows
Workflow Blocks	Use Jira and JSM as action blocks directly inside Harmony workflows
Custom Agent Actions	Create Jira issues from Custom Agent workflows without manual handoff

Prerequisites

• Jira Cloud Admin Access: Site admin or org admin role
• Jira/JSM Instance: Active Jira or Jira Service Management instance
• Harmony Account: Active Harmony workspace

Connect Jira to Harmony

Step 1: Navigate to Integrations

1. Log in to your Harmony dashboard
2. Go to Settings > Integrations
3. Find Jira under IT Service Management and click Connect

Navigate to Jira integration in Harmony dashboard

Step 2: Start Authentication

1. Click Connect to start the authentication process

Click Connect to authenticate Jira

Step 3: Authorize in Jira

1. You'll be redirected to Jira's login page
2. Enter your Jira account email
3. Complete the authentication process
4. Authorize Harmony to access your Jira instance

Jira login page

What Harmony Syncs

From Jira:

• Jira issues and tickets (JSM requests)
• Issue status, priority, assignee
• Comments and attachments
• Custom fields and labels

Jira and JSM Workflow Blocks

You can use Jira and Jira Service Management directly as action blocks inside Harmony workflows. This lets your agents look up users, create tickets, and query service desk request types without leaving the platform.

The following blocks are available:

Block	Description
Look up a Jira user	Find any Jira user by employee record, email address, or Jira account ID
Create a Jira ticket	Open a new issue with support for reporter and assignee fields specified by employee, email, or account ID
Get a Jira ticket	Retrieve the details of an existing Jira issue
List JSM request types	Query the available request types in a JSM service desk

Create Jira Tickets from Custom Agents

When building a Custom Agent workflow, you can add a Jira block to create Jira issues without any manual handoff. The block supports:

• Issue types - create Bugs, Stories, or Epics directly in your connected Jira workspace
• Custom fields - configure additional fields to match your project requirements
• Assignee and reporter configuration - specify who the issue is assigned to and who reported it
• Direct browse URL - the block returns a direct link to the created issue so agents and end-users can navigate straight to it

If a reporter cannot be set due to permissions, the block automatically retries without the reporter field to ensure issue creation still succeeds.

Use Cases

Hybrid ITSM

Maintain Jira Service Management while using Harmony AI for resolution

Knowledge Integration

Surface Confluence articles during support conversations

Developer Workflows

Link IT operations with engineering Jira projects

Migration Path

Gradual transition from JSM to Harmony with bidirectional sync

Automated Ticket Creation

Let Custom Agents create Jira issues automatically during workflow execution, reducing manual steps and keeping your project boards up to date without human intervention