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

• On the ClearFeed web app, navigate to the Settings from the nav-bar, and then open the 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 web application, 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.

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

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).

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:

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     labels is EMPTY OR labels IS NOT "clearfeed"

   • Click Save Changes.

6. In the ClearFeed WebApp, go to Additional Settings → Bot Whitelisting Preferences. Select and add the Jira bot to the whitelist.

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 Objects

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

AI-Summarization Setting

You can access these settings on the Settings tab here.

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.