# Jira Service Management ClearFeed has a robust integration with Atlassian allowing agents and responders to file bi-directionally synced JSM tickets from Slack. ## Integrate Atlassian {% hint style="info" %} * ClearFeed is available on the Atlassian marketplace and can be installed directly from the app store. * Only **Site Admins** on Atlassian can integrate with ClearFeed. Please make sure you have the required authorization. * Once your Atlassian account is integrated with ClearFeed, your Jira projects will be accessible without any additional steps. {% endhint %} * On the ClearFeed WebApp, navigate to the `Settings` from the nav-bar, and then open the [Integrations](https://web.clearfeed.app/settings/integrations) section. * Click the **Connect** button next to Atlassian, sign in with your credentials, and you'll be taken to the Atlassian marketplace. * Search for ClearFeed by clicking **Find new apps**, then click on the ClearFeed card in the search results. * Click **Get App** and confirm by selecting **Get it now** to add ClearFeed to your Atlassian account. A success message will appear at the bottom right. * Click **Configure** from the success toast or go to **Manage app** > **User-installed apps** > **Configure**. * After signing in to ClearFeed, click **Finish installation** to complete the process and connect your Atlassian account. ## Enable Ticketing 1. On the ClearFeed WebApp, open the Collection where you want to enable Ticketing 2. Click on `Settings` tab, and expand the `Ticketing Settings` section. 3. Enable the toggle, and choose the `JSM` as the `Ticketing Integration`. 4. Choose the Trigger Mode: **Emoji** (Manual) or **Automatic** * **Emoji:** Create tickets when the configured emoji is used on a message. * **Automatic:** Create tickets for all new messages on a channel.

For JSM, ClearFeed does not support ticket filing via Slack shortcuts or form-based flows (including the File a Ticket action in the Message Bar). Ticket creation for JSM works only via emoji or automatic ticketing on channel messages.

5. **Requestor Email:** Enable this checkbox if you want to enter your customer/user's email when an agent is creating a ticket on their behalf. 6. Click the ⚙️ icon to select the Project(s) and Issue Type(s): 1. Select the projects that should be shown to the user 2. Select the issue type(s) available for ticket creation under each project

JSM Ticketing Settings

Advanced JSM Ticketing Settings

## Functionalities * Replies on the Slack thread and the JSM ticket are synced bidirectionally. * The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the JSM Ticket. * Status changes from JSM are reflected on Slack. * ClearFeed adds the following labels to the JSM ticket: slack-channel-name, clearfeed. * Public comments from the triage channel are also synced back to the JSM ticket. * Status change updates are posted on the thread when the JSM ticket is moved to Solved status. ## Reverse JSM Flow Work on JSM Tickets created from other channels (eg. email, service portal) from Slack using ClearFeed's Reverse JSM flow. ### Supported Workflow * JSM tickets that are started outside of Slack (via email or Service Portal) can be brought to Slack * ClearFeed would enable bi-directional sync of comments and status ensuring that the support team can remain on Slack first * Agents can respond to these tickets from Slack. They can also edit the ticket properties from the triage channel #### Setup **Pre-requisite**: Ensure the "*Jira Cloud for Slack"* app is installed in your Slack workspace. 1. Create a dedicated Slack channel or use an existing one where JSM ticket notifications will be posted. Monitor this channel using ClearFeed (Learn [how to monitor a channel](/clearfeed-help-center/sources/manage-request-channels.md)). 2. In the Slack channel, type `/jira connect` to start setting up the connection between Jira Cloud and Slack. You will be prompted to select the Jira project and the Slack channel for the integration. 3. After selecting the project and Slack channel, click **Connect**.
4. Once connected, you will receive a confirmation message in the channel from the Jira bot with an option to **Manage** the connection. Click on **Manage**. 5. You will be redirected to the Jira website to manage the connection. To ensure only tickets *not created via ClearFeed* are notified in the channel: * Click **Switch to JQL**. * Add the following filter: ``` labels is EMPTY OR labels IS NOT "clearfeed" ``` * Click **Save Changes**. 6. In the ClearFeed WebApp, go to [**Additional Settings**](https://web.clearfeed.app/settings/additional-settings) → **Bot Whitelisting Preferences**. Select and add the Jira bot to the whitelist. {% hint style="info" %} If you need to set this up for multiple JSM projects, repeat Steps 2 to 6 for each project. {% endhint %} ## Screens When requests are turned into JSM issues, details are sent back to the requester in a designated ticket message block on the request channel. * The screens section lets you completely disable the ticket message by toggling off Screens. This would mean that whenever a JSM issue is created, users will not see any confirmation message and details. To configure the ticket message for JSM, follow the steps given below: 1. Go to [Forms](https://web.clearfeed.app/objects/clearfeed) on the web app 2. Under the ticketing drop-down, select `JSM Ticketing`. 3. Select `Screens` from the tabs mentioned under JSM Ticketing. ### Fields * **Status** - By default, the Status of the JSM ticket is always shown to the requester. This cannot be configured to be hidden. * **Ticket URL -** Allows you to show or hide the JSM issue URL to the requestor. * **Title**- The title of the JSM issue can be shown to the requester using this field. ### Actions 1. ***Mark As Solved*** button: You can choose to expose the `Mark as Solved` button which allows responders/requesters to solve a ticket right from the request channel. Check the option to display the `Mark as Solved` button on the ticket message block. **Permissions:** `All` or `Responder`. * `All` - Allows access to the `Mark as Solved` button to both the requester and responder * `Responder` - Only agents/responders will be able to use the `Mark as Solved` action to resolve tickets. 2. ***Unlink Ticket*** button: This button allows users to unlink the issue from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the `Unlink Ticket` button on the ticket message block. **Permissions:** `All` or `Responder`. * `All` - Allows access to the `Unlink Ticket` button to both the requester and responder * `Responder` - Only agents/responders will be able to use the `Unlink Ticket` action to unlink tickets. ## Sync Settings ### Settings Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread. #### For all Tickets To configure common sync settings for all new tickets - follow the steps below: 1. Access Sync Settings by navigating to [**Forms**](https://web.clearfeed.app/objects/jsm) 2. Choose your **Message Sync Mode** 3. Select whether status updates are shared in the **Status Sync Mode** setting
#### For Individual Tickets You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings. Only Responders can configure Sync Settings for individual tickets from the request channel in Slack
Message Sync Mode Determines how messages are synced between Slack and JSM. * **2-way sync between JSM and Slack thread:** Replies from Slack are posted on JSM and comments from JSM are synced to Slack. * **Only forward sync from Slack thread to JSM:** Replies from Slack are posted on JSM but comments from JSM are not posted back on Slack. * **Only backward sync from JSM to Slack thread:** Only JSM comments are posted on Slack and replies from Slack do not go to JSM. * **No sync between JSM and Slack thread:** No comments are synced from Slack or JSM.
Status Sync Mode Determine whether status updates are shared on the request channel thread on Slack or not. Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved" * **Sync key status changes from JSM to Slack thread:** Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack. * **No sync of status changes from JSM to the Slack thread:** No status updates are synced to Slack.
### AI-Summarization Setting You can access these settings on the **Settings** tab [here](https://web.clearfeed.app/objects/zendesk). If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.
## FAQs 1. **Does ClearFeed support showing custom fields from Jira Service Management?**\ **Answer:** Yes, custom fields from JSM are rendered in ClearFeed. 2. **Are non-mandatory fields from JSM projects shown in ClearFeed?**\ **Answer:** Yes, non-mandatory fields from the project are also shown while creating tickets. 3. **Can we sync internal notes/comments from the ticketing system to Slack and vice-versa?** **Answer:** No, we currently don't support syncing internal notes between JSM and Slack. 4. **Are there any scenarios when we cannot unlink a ticket/task from Slack?**\ **Answer:** Yes - if the corresponding ClearFeed Request/Ticket is in a Solved or Closed state - tasks cannot be unlinked. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.clearfeed.ai/clearfeed-help-center/integrations/jira-service-management.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.