Jira Service Management
This section will cover ClearFeed<>JSM Integration
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This section will cover ClearFeed<>JSM Integration
Last updated
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ClearFeed has a robust integration with Atlassian allowing agents and responders to file bi-directionally synced JSM tickets from Slack.
On the ClearFeed web app, navigate to the Settings from the nav-bar, and then open the 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.
On the ClearFeed web application, open the Collection where you want to enable Ticketing
Click on Settings tab, and expand the Ticketing Settings section.
Enable the toggle, and choose the JSM as the Ticketing Integration.
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.
Click the ⚙️ icon to open the JSM setup modal. Here, select the default JSM project and issue type. Click on Save.
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.
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.
To configure common sync settings for all new tickets - follow the steps below:
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.
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.
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.
Access Sync Settings by navigating to
Choose your
Select whether status updates are shared in the setting
Only can configure Sync Settings for individual tickets from the request channel in Slack
