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Jira Common Integration Use Cases

About Jira

Jira is one of the most popular project management tools today. DevOps teams across companies of different sizes trust it and use it to organize tasks, projects, and plans. Jira is super flexible and supports all kinds of use cases and all types of agile methodologies.   

 

Main Jira features: 

 

  • Scrum and Kanban boards – help agile teams break large, complex projects into manageable pieces and ship faster, as well as visualize their workflows, and maximize efficiency 
  • Roadmaps – full visibility gives teams the context needed to make quick decisions while staying aligned with the bigger goals 
  • Reports and dashboards – critical insights delivered in a customized way to ensure the involved teams are always up to date 
  • Project flexibility – team or company-managed projects, customizable workflows and drag and drop automation 
  • Enterprise-ready – enhanced administration and security, high availability and scalability 
  • Native mobile support – Jira for iPhone and Android 

 

With Jira you can plan, track and manage your software development projects, but it is not possible to manage everything related to DevOps and your entire ecosystem with just one tool. Most companies use more than 50 different software tools nowadays and these tools are rarely in sync.  

Connecting Jira to your other systems

When your systems are not synchronized, lots of negative effects appear. Your teams need to manually transfer data between tools, and this often causes delays, errors, and missing details. You do not have a complete overview on your systems and organizational health. This leads to slower resolution of issues and may also cause problems with customers.  

This is why integrations are becoming more and more important. Businesses want to have their systems connected to improve their workflows, stay on top of daily processes, and resolve issues faster.   

When you integrate Jira with your other systems, you get a unified view of your operations, your teams collaborate better, and you eliminate delays and mistakes. 

Here are the most common use cases when integrating Jira with other popular platforms enhances productivity and improves the overall business results. 

Jira – ServiceNow Use Case

If your service desk team is using ServiceNow and your DevOps team is using Jira, you might have the two systems working separately or together in sync. Let’s see what happens in both cases: 

Without integration: 

The service desk team receives a new incident in ServiceNow. They see that the problem results from a software bug, and the development team, using Jira, should handle it. 

 

The service desk team needs to manually open Jira and create a new task there, typing all the details from the ServiceNow incident. Another option for them is to write an email to the service desk team, type to them through a chat app or phone them. 

 

Very often when transferring the data in the above ways, there are important details omitted. Also, it takes time for the service desk team to manually transfer all the details. In addition, at the time the service desk agent sees the incident there might be no one from the development team available. This causes delays, errors and incomplete data. 

 

With integration: 

 

You have a ServiceNow Jira integration in place, so all the details for the bug are logged in Jira in real time and the developers have instant access to them. No need for manual transfer of data. The communication between the service desk and the developer working on the bug doesn’t require any additional applications, emails, phone calls, etc. Each of them works only in the application they are already familiar with. 

 

ZigiOps provides flawless, no-code integration between Jira and ServiceNow. It streamlines tracking and resolution of issues, improves service request management, and prevents communication and information bottlenecks. The integration platform creates the Jira task and updates it instantly in both directions. This improves cross-team collaboration and speeds up issue resolution.  

 

Once the developer fixes the issue, ZigiOps updates the ServiceNow incident in real time. The end-customer instantly receives a notification that you have fixed the problem. 

 

With our ServiceNow Jira integration you can sync events, incidents, tasks, CMDB CIs, bugs and more. You have full control over the way information is transferred via the mapping and filtering capabilities of ZigiOps. Log files, traces, issue links, or other attachments are easily synchronized, as well as custom fields.

Jira / ServiceNow  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
ServiceNow Incident  Jira Task  Status, description,
subject, owner 
Log files, traces, issue links, attachments, comments 
ServiceNow Problem  Jira Bug  Status, description,
subject, owner 
Log files, traces, issue links, attachments, comments 
ServiceNow SC Task  Jira Task  Status, description,
subject, owner 
Log files, traces, issue links, attachments, comments 
Jira Task  ServiceNow Incident  Priority, state, description,
category, caller, type 
Attachments, comments 

Jira – Azure DevOps Use Case

If one of your teams is using Jira, and another one is using Azure DevOps to manage their projects, they can have the two systems integrated to speed up tracking and managing projects between the two teams. Another example is if you have a client using Jira and your team is using Azure DevOps or vice versa. Let’s see what happens if you have no integration between the two. 

 

Without integration: 

 

For example, when a Task is created in Azure DevOps, the development team might find out it is related to a project the other team is handling. If you have not integrated Jira and Azure DevOps and they will need to forward it to the Jira instance the other team is using manually. They either need to open Jira and enter all the details for the task there, or write an email to the other team, call them or chat with them. This often leads to errors, important details missing, delays and misunderstandings. 

 

With integration: 

 

When a Jira Azure DevOps integration is in place, the AzureDevOps task will be transferred automatically. No one needs to manually enter the information in Jira, type the information via email or chat, or through any other app. A corresponding Jira task will be created in real time by the integration platform. Updates will also be instantly present in both systems, so the two teams will always have the latest info without any additional actions. 

 

With ZigiOps you can integrate Jira and Azure DevOps in minutes. This will improve cross-team collaboration and optimize the workflows between your departments. Issues will be resolved faster, you will be able to boost productivity and your teams won’t need to leave the systems they are already familiar with. They can focus on the important tasks. 

 

You can easily set filters, mapping and correlations in ZigiOps. All the data you need, like description, urgency, issue links, comments, attachments, etc. is automatically logged in the newly created task. The ZigiOps integration between Jira and Azure DevOps is bi-directional, so when there are any updates or changes in the Jira task, the integration platform will reflect them in Azure DevOps, and vice versa. This way your teams can build, test, and deploy projects without any manual transfer of data between systems. 

 

 

Jira / Azure DevOps  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
Azure DevOps Tasks  Jira Task  Summary, description, priority  Log files, traces, issue links, attachments, comments 

Jira – Salesforce Use Case

If your DevOps team is using Jira to manage projects and tasks and you are using Salesforce as a main CRM platform, you can integrate the two tools to get numerous benefits. Let’s say you are keeping the information about each client in Salesforce – campaigns sent to them, orders and renewals, services they are using, requests they have sent, etc.  

 

Without integration: 

 

Imagine a service that a few clients are using is malfunctioning due to a software bug. One of the clients have sent a service ticket regarding it and you have a Salesforce case open about that. You were planning a marketing campaign that concerns the malfunctioning service. You need to pause the campaign until the issue is fixed. At the same time, the developers need all the details about the clients. The sales team should provide the information to them either by manually opening a task in Jira, or by contacting them via email, phone or chat. This may cause a lot of messages going back and forth and omitting important details. The resolution is delayed, the clients are not happy, and the marketing campaign is postponed further.  

 

With integration: 

 

In case you have a Jira Salesforce integration in the situation described above, you can have all the details from the Salesforce case transferred automatically to Jira in real time. The developers will instantly be able to start working on the issue, as they will have all the info they need. Once there are any updates on their progress, they will be immediately present in the Salesforce case. So if there are any client questions, the sales team can provide the latest updates immediately. And when the issue is resolved, this will be reflected in the Salesforce case right away. The sales team can notify the clients of the successful resolution (or this can happen automatically), and the marketing team knows the campaign now can be launched. 

 

ZigiOps can help you connect Jira and Salesforce in just a few clicks. Only the cases you need will be transferred to Jira, thanks to the integration platform’s mapping and filtering capabilities. The connection is bi-directional, so any updates are logged immediately from Salesforce to Jira and vice versa.  

 

DevOps projects that affect the customer flow are easily tracked and everyone concerned can have the necessary details in real time. This also provides good visibility to the development team for any recurring issues, problems related to software bugs, and the most desired customer features. 

 

With ZigiOps you can synchronize all types of fields in Jira and Salesforce, like regular fields, custom fields, lifecycle fields, issue links, comments, attachments, etc. 

 

Jira / Salesforce  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
Salesforce Case  Jira Task  status, description,
subject, owner 
casecomments, attachments,
users, time, support lifecycle 
Jira Task  Salesforce Case  title, description, urgency  comments, attachments,
log files, traces, issue links 
Salesforce Case  Jira Issue  status, description,
subject, owner 
casecomments, attachments,
users, time, support lifecycle 
Jira Issue  Salesforce case  title, description, urgency  comments, attachments,
log files, traces, issue links 

Cherwell – Jira Use Case

If your DevOps team is using Jira and your service desk team is using Cherwell, you can sync the two apps and get lots of advantages. Let’s compare the situation with and without integration for a specific use case. 

 

Without integration: 

The service desk team receives a new incident in their Cherwell queue. After investigating it, they find out it is coming from a software bug. They need to forward it to the development team, so they either open Jira and create a new task there, or write an email to the developers, or eventually call them on the phone. With these types of communication there are often mistakes, delays and omitted details that slow down the whole resolution process. 

 

With integration: 

 

With a Jira Cherwell integration in place, the incident is automatically transferred to a Jira task. All the necessary details are logged, and the developers can start working on it immediately. The service desk team does not need to take any additional actions or use any other apps. When there is progress, and the developers post updates to the Jira task, these updates are reflected in the Cherwell incident in real time, too. Once the bug is fixed and the Jira task is resolved, this will automatically close the incident in Cherwell and notify the customer that the issue is fixed. 

 

With the ZigiOps integration platform you can integrate Jira and Cherwell in just minutes, and you have full control over which incidents or tasks to be transferred. ZigiOps provides advanced filtering and mapping capabilities, and you can easily fit the integration to your specific use case. 

 

Prevent delays and bottlenecks, and resolve issues several times faster, thanks to the ZigiOps seamless integration. The service desk and the developer working on the issue can now communicate effortlessly without leaving the apps they are familiar with. Because of that, both root cause analysis and change request management become easier. This means that you can easily eliminate mistakes and duplicate work, as well as improve application lifecycle management efficiency. 

 

ZigiOps immediately synchronizes all log files, traces, issue links or other attachments, as well as custom records. 

 

Cherwell / Jira  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
Cherwell Incident  Jira Task  Summary, description,
subject, owner 
Log files, traces, issue links, attachments, comments 

BMC Remedy – Jira Use Case

If your helpdesk team is using BMC Remedy and your development team is using Jira to track their projects and tasks, an integration between these software tools will give you some great advantages. Let’s see what happens if you have or if you don’t have an integration in an example use case. 

 

Without integration: 

 

For example, the helpdesk team gets a new incident in their BMC Remedy queue. After investigating it, they find out the underlying problem is a software bug, which means they need to forward it to the development team. So they open Jira and type all the details there manually. When the responsible developer starts working on the issue, they usually need to get back to the service desk team for additional details. There is back and forth communication going on which causes delays and many times data is distorted.  

 

With integration: 

 

If you have a BMC Remedy Jira integration in place, you can avoid delays and mistakes, as everything happens automatically. The service desk team will not need to open Jira at all, and the communication will not require any additional tools. Whenever there are updates – the developer has notes on his work or the client logs new details on their side – with a bi-directional integration this will not be a problem. The updates from the Jira task will be immediately reflected in the BMC Remedy incident, and the changes in the incident will be transferred to Jira in real time, too. 

 

ZigiOps can help you integrate Jira and BMC Remedy in just a few clicks. At the same time it is super flexible, and you can modify all of the integration conditions to match your specific use case. ZigiOps provides advanced filtering and field mapping options.  

 

Optimize your cross-team collaboration and streamline your workflows. When all the details are sent to the responsible people in real time, this improves performance and speed and enhances defect tracking and resolution. Customer issues are resolved much faster. 

 

ZigiOps instantly syncs log files, traces, custom fields, issue links and all other attachments.  

 

 

 

BMC Remedy / Jira  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
Jira Task  Remedy Incident  Description, name, company, source, type  Urgency, status, worklog, comments, priority 
Jira Task  Remedy Problem  Description, name, action, urgency, impact  Worklog, comments, attachments 
Remedy Incident  Jira Task  Summary, description, source, urgency  Attachments, comments, worklog, traces 
Remedy Change Request  Jira Issue  Summary, description, source, urgency  Attachments, comments, worklog, traces 
Remedy Problem  Jira Task  Summary, description, source, urgency  Attachments, comments, worklog, traces 
Remedy Work Order  Jira Task  Summary, description, source, urgency  Attachments, comments, worklog, traces 

Jira – Zendesk Use Case

If your helpdesk team is using Zendesk Support and your development team is using Jira, an integration between the two will bring a ton of benefits for your business. Let’s see some examples. 

 

Without integration: 

 

The helpdesk team receives a new incident in their Zendesk Support queue. They find out that the problem results from a software bug, i.e. the DevOps team needs to handle it. They open Jira and log all the details there manually. Then, when the development team has any updates on the issue, they need to enter them in Zendesk or use other tools, like email, chat or phone, to update the helpdesk team. This may cause lots of miscommunication issues, omitted important details and delays.  

 

With integration: 

 

If you have integrated Jira and Zendesk, the incident will be automatically transferred to Jira in real time. The developers will have all the necessary info and can start working on it immediately. The communication between the helpdesk team and the developer working on the bug is now extremely easy, as it doesn’t require any additional tools. The issue is resolved much faster. All updates or changes are synced bi-directionally. If there are updates in the Jira task, they are logged in Zendesk right away and vice versa. Once the developer fixes the issue, the integration platform updates the Zendesk incident instantly. The end customer receives a notification that you’ve resolved their issue—and everyone is happy. 

 

ZigiOps integration platform allows simple and straight forward integration between Zendesk and Jira, while at the same time it is very flexible, and you can set custom filtering and field mapping to match your exact use case. With ZigiOps, the necessary Zendesk Tickets can easily be transferred to Jira Issues. All the details are logged automatically and updated once there are any changes. This guarantees a smooth application lifecycle management, improves teamwork, speeds up issue resolutions and much more. 

 

ZigiOps syncs log files, traces, issue links and all other attachments.  

 

Jira / Zendesk  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
Zendesk Ticket  Jira Task  Summary, description,
status, name, priority 
Log files, traces, issue links, attachments, comments 

With ZigiOps you can easily integrate Jira with your other tools and customize your integrations the way you want to. You need no coding or API knowledge. Choose which entities you want to synchronize between systems, easily map the fields you need transferred, customize and scale seamlessly. ZigiOps’ powerful integrations allow for an unlimited number of users and transferred entities. Contact us for a free technical demo and our team will show you how your specific use case works with ZigiOps.