Jira Software

Export Harmony tickets to Jira Software issues for engineering and dev team handoffs

Jira Software is Atlassian's project management tool used by engineering and development teams to plan, track, and ship software. Connecting Jira Software to Harmony allows IT agents to export Harmony tickets to Jira issues - making it easy to hand off work to dev teams while keeping a record in Harmony.

This integration is for Jira Software (engineering project management). If you're looking to sync IT service desk tickets, see the Jira Service Management integration instead.

What the Jira Software integration enables

Capability	Description
Manual Export to Jira	Harmony agents can push tickets to Jira Software as issues from a guided export dialog
Automatic Outbound Sync	New and updated tickets are automatically pushed to a linked Jira project on a per-desk basis
Bidirectional Sync	Updates made in Jira flow back into Harmony automatically after a ticket is exported
Dev Team Handoffs	Bridge IT requests and engineering work without losing context
Ticket Traceability	Link Harmony tickets to Jira issues for end-to-end visibility, with a live status indicator on the Harmony ticket
Field Exclusion Controls	Choose which fields Harmony is allowed to write to Jira, keeping selected fields managed entirely in Jira

Prerequisites

• Atlassian Admin Permissions: Required to authorize the OAuth connection
• Jira Software subscription: Active Jira Software project(s) to export to
• Harmony Account: Active Harmony workspace

Connect Jira Software to Harmony

Step 1: Navigate to Integrations

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

Step 2: Authenticate with Atlassian

1. You will be redirected to Atlassian to authorize the connection via OAuth
2. Sign in with an Atlassian account that has admin permissions
3. Review the requested permissions and click Accept

Step 3: Configure the Integration

1. Optionally enable Allow agents to manually export tickets to Jira
2. Configure per-desk sync settings (see Per-Desk Automatic Sync below)
3. Click Save

Exporting Tickets to Jira

Manual Export

You can export any Harmony ticket directly to Jira at any time using the export action on the ticket. A guided dialog lets you:

• Search for and select the destination Jira project
• Choose the issue type
• Set the assignee and priority

Once you confirm, a linked Jira issue is created instantly. The Harmony ticket displays a status indicator showing the linked Jira ticket ID. Hover over the indicator to see details, and click it to navigate directly to the Jira issue.

Per-Desk Automatic Sync

You can configure Harmony to automatically push tickets into Jira on a per-desk basis - no manual action required. When a ticket is created or updated in a connected desk, it is synced outbound to your designated Jira project automatically.

• Per-desk configuration: Choose which Jira project each desk pushes tickets to, with the ability to enable or disable sync independently per desk
• Automatic ticket creation: New tickets created in Harmony are automatically created as issues in the linked Jira project
• Ongoing updates sync: Changes to tickets in Harmony continue to sync outbound as updates occur

Bidirectional Sync

Once a Harmony ticket is linked to a Jira issue - whether via manual export or automatic sync - updates flow in both directions:

• Changes made in Jira are reflected back in Harmony automatically
• Jira ticket status is reflected on the Harmony ticket in near real-time (polling every few minutes), so your team always has visibility without switching tools
• Jira comments added in Jira appear in the Harmony ticket conversation

The status indicator on the Harmony ticket updates automatically as work progresses in Jira, giving your team continuous visibility without switching tools.

Excluding Fields from Outbound Sync

You can control exactly which fields Harmony is allowed to write to Jira when creating or updating issues. This gives you per-desk control over your data, letting you keep certain fields managed entirely within Jira itself.

The following fields can be excluded from outbound sync on a per-desk basis:

Field	Effect of Excluding
Assignee	Harmony will not set or update the assignee in Jira
Reporter	The reporter field remains managed in Jira only
Priority	Priority is not synced from Harmony to Jira
Description	Harmony will not overwrite the description in Jira
Status	Status changes in Harmony are not pushed to Jira

To configure field exclusions, go to the per-desk sync settings for the relevant desk and select the fields you want to exclude.

What Harmony Syncs

To Jira Software (on export or automatic sync):

• Ticket title and description (unless excluded)
• Priority and reporter (unless excluded)
• Assignee (unless excluded)
• Comments and conversation history
• Attachments

From Jira Software (bidirectional sync):

• Issue status updates
• Comments added in Jira

Use Cases

Engineering Escalations

When an IT ticket requires a code fix or infrastructure change, agents export it directly to the relevant Jira project so the dev team can pick it up in their existing workflow. Status updates from Jira flow back automatically so IT agents always know where things stand.

Bug Reporting from IT

IT agents encountering software bugs can log them as Jira issues without leaving Harmony, ensuring nothing falls through the cracks. With bidirectional sync, any progress or resolution in Jira is immediately visible on the Harmony ticket.

Cross-Team Visibility

Link Harmony tickets to Jira issues so IT and engineering teams share a common reference point for cross-functional work. The live status indicator on each Harmony ticket means IT agents never need to open Jira just to check on progress.

Automated Support-to-Engineering Pipelines

Use per-desk automatic sync to route all tickets from a specific support desk directly into a Jira project - keeping your engineering backlog populated without relying on manual handoffs or agent intervention.